Former worker exposes Centrelink truth: 'It's a joke'
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Content warning: This article contains references to workplace bullying, systemic neglect, and explicit language. Reader discretion is advised.
If you've ever wrestled with confusing forms, sat through hours on hold, or walked away from a Centrelink visit more confused than when you arrived, you're far from alone.
Many Australians have long felt the system is more obstacle course than support network.
Now, a former insider is pulling back the curtain—and what they reveal could confirm your worst suspicions.
Estelle Landy, who spent over 13 years working at Centrelink, has come forward with some eye-opening claims about the culture inside Australia’s social services.
According to Estelle, not only are customers often left to fend for themselves, but there’s also a worrying culture of bullying and indifference among staff—sometimes coming from the very top.
Estelle recently took to social media to share her frustrations after a visit to the Births, Deaths and Marriages office.
She described watching staff members refuse to help people with tasks they could easily complete, instead sending them away to struggle through online forms or return another day.
In one instance, she intervened on behalf of a distressed customer, only to discover that the staff member could have helped all along but simply chose not to.
'It’s a joke the way people don’t want to help, especially when that’s their job,' Estelle vented.
Her experience resonated with many, as comments poured in from others who had faced similar roadblocks and indifference at Centrelink and other government agencies.
But the issues go deeper than just customer service. Estelle also revealed a toxic workplace culture, where bullying is allegedly rife and often comes from upper management.
She recounted her own experience of being forced to work through a serious injury—carpal tunnel syndrome—despite medical documentation recommending lighter duties.
Instead of support, she says she was pressured to continue working in ways that worsened her condition and even faced unreasonable demands for proof when she needed time off for a family bereavement.
According to Estelle, 'these bullies don’t get fired, they get promoted.'
It’s a damning indictment of a system that’s supposed to support both its clients and its staff.
It’s no secret that Services Australia, the body responsible for Centrelink and Medicare, is under immense pressure.
In 2023 alone, a staggering 7 million calls to Services Australia went unanswered.
The government has since recruited 3,000 new staff to help ease the burden, but frontline workers warn it could be months before any real relief is felt.
One Centrelink worker from Western Sydney described the daily pressure as 'like you’re holding your breath all day long.'
With chronic understaffing and ever-increasing demand, it’s little wonder that both customers and employees are feeling the strain.
There are a few factors at play here. First, the sheer volume of people needing help has skyrocketed, especially in the wake of the pandemic and rising cost-of-living pressures.
Second, government departments have increasingly pushed people towards online self-service, which can be a nightmare for those without reliable internet access or who aren’t tech-savvy—something that affects many older Australians.
And then there’s the culture. When staff are overworked, under-supported, and facing their own internal pressures, it’s easy for empathy to fall by the wayside.
But as Estelle’s story shows, this can have real consequences for the people who rely on these services the most.
Estelle’s revelations have sparked calls for a major investigation into Centrelink and other government services.
Many believe that a system designed to help the most vulnerable should be doing just that, not making life harder.
At the Seniors Discount Club, we know how important it is for older Australians to have access to the support they need, without unnecessary stress or obstacles.
If you’ve had a similar experience—good or bad—we want to hear from you!
Credit: Instagram
Have you ever felt let down by Centrelink or another government department? Do you have tips for navigating the system or stories of staff who went above and beyond? Share your thoughts in the comments below.
Read more: 'They are lying’: Single mum blindsided by massive $8,000 Centrelink debt
If you've ever wrestled with confusing forms, sat through hours on hold, or walked away from a Centrelink visit more confused than when you arrived, you're far from alone.
Many Australians have long felt the system is more obstacle course than support network.
Now, a former insider is pulling back the curtain—and what they reveal could confirm your worst suspicions.
Estelle Landy, who spent over 13 years working at Centrelink, has come forward with some eye-opening claims about the culture inside Australia’s social services.
According to Estelle, not only are customers often left to fend for themselves, but there’s also a worrying culture of bullying and indifference among staff—sometimes coming from the very top.
A former Centrelink worker has revealed a toxic culture and systemic neglect inside key government departments. Credit: TikTok
Estelle recently took to social media to share her frustrations after a visit to the Births, Deaths and Marriages office.
She described watching staff members refuse to help people with tasks they could easily complete, instead sending them away to struggle through online forms or return another day.
In one instance, she intervened on behalf of a distressed customer, only to discover that the staff member could have helped all along but simply chose not to.
'It’s a joke the way people don’t want to help, especially when that’s their job,' Estelle vented.
Her experience resonated with many, as comments poured in from others who had faced similar roadblocks and indifference at Centrelink and other government agencies.
But the issues go deeper than just customer service. Estelle also revealed a toxic workplace culture, where bullying is allegedly rife and often comes from upper management.
She recounted her own experience of being forced to work through a serious injury—carpal tunnel syndrome—despite medical documentation recommending lighter duties.
Instead of support, she says she was pressured to continue working in ways that worsened her condition and even faced unreasonable demands for proof when she needed time off for a family bereavement.
According to Estelle, 'these bullies don’t get fired, they get promoted.'
It’s a damning indictment of a system that’s supposed to support both its clients and its staff.
It’s no secret that Services Australia, the body responsible for Centrelink and Medicare, is under immense pressure.
In 2023 alone, a staggering 7 million calls to Services Australia went unanswered.
The government has since recruited 3,000 new staff to help ease the burden, but frontline workers warn it could be months before any real relief is felt.
One Centrelink worker from Western Sydney described the daily pressure as 'like you’re holding your breath all day long.'
With chronic understaffing and ever-increasing demand, it’s little wonder that both customers and employees are feeling the strain.
There are a few factors at play here. First, the sheer volume of people needing help has skyrocketed, especially in the wake of the pandemic and rising cost-of-living pressures.
Second, government departments have increasingly pushed people towards online self-service, which can be a nightmare for those without reliable internet access or who aren’t tech-savvy—something that affects many older Australians.
And then there’s the culture. When staff are overworked, under-supported, and facing their own internal pressures, it’s easy for empathy to fall by the wayside.
But as Estelle’s story shows, this can have real consequences for the people who rely on these services the most.
Estelle’s revelations have sparked calls for a major investigation into Centrelink and other government services.
Many believe that a system designed to help the most vulnerable should be doing just that, not making life harder.
At the Seniors Discount Club, we know how important it is for older Australians to have access to the support they need, without unnecessary stress or obstacles.
If you’ve had a similar experience—good or bad—we want to hear from you!
Credit: Instagram
Read more: 'They are lying’: Single mum blindsided by massive $8,000 Centrelink debt
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