Experts reveal how Centrelink's failures unfairly impact women's lives
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In the heart of Australia, the struggles of daily life are compounded for many by the inefficiencies of essential services.
Centrelink, a branch of Services Australia, is a lifeline for countless individuals, providing welfare and health services that are crucial for survival.
Yet, experts claimed that recent reports and testimonies have shed light on a troubling reality: Centrelink's service failures are disproportionately affecting women, particularly those in regional, rural, and remote areas.
The latest figures are cause for concern, with unacceptable levels of unanswered calls, excessive wait times, and a backlog of claims adding to families' daily stressors.
According to several experts, women often bear the brunt of managing household affairs, and this includes navigating the complexities of welfare and health services.
A group of researchers, including Dr Marg Rogers, Dr Cassy Dittman, Dr Vicki Pascoe, and Professor Navjot Bhullar, have written an article pointing out how Centrelink's inefficiencies are having a significant impact, particularly on women living in rural areas.
They said these women face greater health and social challenges, making it even more difficult for them to deal with the problems caused by Centrelink's inefficiencies.
Unemployment, poorer health, disability, and limited access to services are just some of the challenges they contend with.
‘For women in these locations, sometimes the phone is the only way to access these agencies due to the unavailability of stable internet connection and distance to Service Centres,’ they wrote.
They said that indigenous women, in particular, face additional barriers such as systemic paternalism, bias, and racism.
‘Many government services are yet to implement cultural safety measures to improve access,’ they added.
The high cost of living, rising accommodation costs, stagnant wages, and increasing expenses for utilities, food, and childcare are putting Australian families under immense pressure.
In more remote parts of the country, the absence of early learning and care services means parents cannot work the hours they need or are forced out of the workforce entirely. During a period of rising living costs, demand for additional services increases.
However, experts claimed that ‘publicly available data’ shows how the inefficiency of these services only worsens the problem.
In 2023 alone, Services Australia let a staggering seven million calls go unanswered.
Parents share their experiences of being put on hold for hours, only to be disconnected by the automated system. The emotional toll of such experiences cannot be overstated, with some admitting to crying real tears out of sheer frustration.
‘Four hours on hold… then they hung up on me. I couldn’t call back. Cried real tears that day I was so frustrated,’ one of them shared.
Moreover, call wait times have ballooned to over 45 minutes on average. While some say that the best time to call would be 8 a.m., experts said that it’s often a busy period for some women due to caring responsibilities.
One parent reported: ‘Called at 8 a.m., and the [it] was sorted out at 5:45 p.m. The worker eventually gave up and had his supervisor finish it.’
‘Started call at … 9 a.m., … on hold for 5 hours, … someone … said they needed to put me on hold again, … waited another hour, then the call … ended. When I tell you I was irate, [that’s] not even the half of it,’ another shared.
The experts also pointed out: ‘Female frontline workers and those in the feminised care industry are often hardest hit because they are less likely to be able to stay on hold while at work.’
With over 1.1 million claims backlogged, the system is failing those who rely on it the most.
‘This makes it very difficult for women, who are often paid at a lower rate and therefore more likely to rely on assistance,’ the experts stated.
‘Studies show women who cannot access their own funds are less likely to leave unsafe relationships. This increases the risk for women and children by deepening their exposure to trauma which has long-lasting effects,’ they added.
The experts also said that by investing in supporting women and their families, making systems user-friendly, and respecting their time, we empower them to thrive.
‘When women living in regional, rural and remote communities flourish, the inequities experienced in those communities can start to be addressed, breaking cycles of intergenerational disadvantage,’ they said.
The experts highlighted: ‘The report card for Services Australia is unacceptable and we cannot accept such a low threshold of care for an agency that is responsible for atrocities like Robodebt.’
Have you or someone you know been affected by Centrelink's service issues? How have these challenges impacted your life or the lives of women around you? Share your stories in the comments below.
Centrelink, a branch of Services Australia, is a lifeline for countless individuals, providing welfare and health services that are crucial for survival.
Yet, experts claimed that recent reports and testimonies have shed light on a troubling reality: Centrelink's service failures are disproportionately affecting women, particularly those in regional, rural, and remote areas.
The latest figures are cause for concern, with unacceptable levels of unanswered calls, excessive wait times, and a backlog of claims adding to families' daily stressors.
According to several experts, women often bear the brunt of managing household affairs, and this includes navigating the complexities of welfare and health services.
Experts suggested that Centrelink’s poor services unfairly impact women. Image source: Pexels
A group of researchers, including Dr Marg Rogers, Dr Cassy Dittman, Dr Vicki Pascoe, and Professor Navjot Bhullar, have written an article pointing out how Centrelink's inefficiencies are having a significant impact, particularly on women living in rural areas.
They said these women face greater health and social challenges, making it even more difficult for them to deal with the problems caused by Centrelink's inefficiencies.
Unemployment, poorer health, disability, and limited access to services are just some of the challenges they contend with.
‘For women in these locations, sometimes the phone is the only way to access these agencies due to the unavailability of stable internet connection and distance to Service Centres,’ they wrote.
They said that indigenous women, in particular, face additional barriers such as systemic paternalism, bias, and racism.
‘Many government services are yet to implement cultural safety measures to improve access,’ they added.
The high cost of living, rising accommodation costs, stagnant wages, and increasing expenses for utilities, food, and childcare are putting Australian families under immense pressure.
In more remote parts of the country, the absence of early learning and care services means parents cannot work the hours they need or are forced out of the workforce entirely. During a period of rising living costs, demand for additional services increases.
However, experts claimed that ‘publicly available data’ shows how the inefficiency of these services only worsens the problem.
In 2023 alone, Services Australia let a staggering seven million calls go unanswered.
Parents share their experiences of being put on hold for hours, only to be disconnected by the automated system. The emotional toll of such experiences cannot be overstated, with some admitting to crying real tears out of sheer frustration.
‘Four hours on hold… then they hung up on me. I couldn’t call back. Cried real tears that day I was so frustrated,’ one of them shared.
Over seven million phone calls made to Services Australia were not answered last year. Image source: Shutterstock
Moreover, call wait times have ballooned to over 45 minutes on average. While some say that the best time to call would be 8 a.m., experts said that it’s often a busy period for some women due to caring responsibilities.
One parent reported: ‘Called at 8 a.m., and the [it] was sorted out at 5:45 p.m. The worker eventually gave up and had his supervisor finish it.’
‘Started call at … 9 a.m., … on hold for 5 hours, … someone … said they needed to put me on hold again, … waited another hour, then the call … ended. When I tell you I was irate, [that’s] not even the half of it,’ another shared.
The experts also pointed out: ‘Female frontline workers and those in the feminised care industry are often hardest hit because they are less likely to be able to stay on hold while at work.’
With over 1.1 million claims backlogged, the system is failing those who rely on it the most.
‘This makes it very difficult for women, who are often paid at a lower rate and therefore more likely to rely on assistance,’ the experts stated.
‘Studies show women who cannot access their own funds are less likely to leave unsafe relationships. This increases the risk for women and children by deepening their exposure to trauma which has long-lasting effects,’ they added.
The experts also said that by investing in supporting women and their families, making systems user-friendly, and respecting their time, we empower them to thrive.
‘When women living in regional, rural and remote communities flourish, the inequities experienced in those communities can start to be addressed, breaking cycles of intergenerational disadvantage,’ they said.
The experts highlighted: ‘The report card for Services Australia is unacceptable and we cannot accept such a low threshold of care for an agency that is responsible for atrocities like Robodebt.’
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