Is Centrelink 'straight up refusing to take any calls'? Frustrated mum speaks out
- Replies 32
Things have been quite tough recently with the cost-of-living crisis breathing down all our necks.
The prices of goods and other important commodities are still rising, and for many, government aid is a lifeline to help stay afloat.
However, it’s no secret that many Aussies have been having difficulty reaching Centrelink’s phone lines, especially during peak hours.
One mum was disappointed after experiencing this first-hand while attempting to reach Centrelink’s family line, and she took to Twitter to air her grievance.
‘I know everyone has been complaining about Centrelink, but I didn’t realise until today they were just straight up refusing to take any calls because they don’t have the staff,’ Lia Harris, a reporter for ABC, said.
‘Their families line just says “No one is available to take your call. Goodbye.” and hangs up.’
‘Too bad for all the struggling families out there relying on their payments and subsidies schemes.’
Source: Twitter/@LiaJHarris
Many sympathised with Harris and indicated they’ve gone through similar experiences.
‘Unbelievable. That happened to my husband yesterday (too),’ one woman said.
‘I’ve been trying to get through for almost a week,’ a second added.
‘I hope they can remedy this soon,’ said a third.
Others meanwhile expressed their frustration at officials they think are out-of-touch.
‘Ha! That's why us folk familiar with Centrelink laugh bitterly when a minister or whoever says just call Centrelink — like it's the easiest thing in the world,’ one woman shared.
‘We’ve been saying it for months,’ another said. ‘People in a privileged position don’t know and probably don’t care.’
One even tagged the official account of Social Services Minister Amanda Rishworth: ‘The Aged Care line just stays on hold forever. They have no intention of answering. Appalling, @AmandaRishworth.’
One exchange also allowed Harris to elaborate on her complaint.
‘Not downplaying the seriousness of this, but this is happening across the entire economy,’ a man replied.
‘No doubt it is,’ Harris said. ‘But this is a government service. It should be functional enough for people who need it to be able to access it.’
In response to the development, a spokesperson for Services Australia, the agency overseeing Centrelink, apologised.
‘We are experiencing a surge in calls at the moment, and we’re sorry to hear people are having trouble reaching us,’ the spokesperson said.
‘Services Australia [Centrelink] has ended the practice of blocking calls during customer surges and we encourage anyone who needs to speak with us to try again — people are getting through, and our staff are working hard to answer all calls.’
‘We also know people want options when it comes to doing their business with us, and that’s why we’re also investing in face-to-face and digital support,’ the spokesperson added.
‘For people who are interested in doing more online when and where it suits them, we now have digital coaches who can provide in-person support to increase confidence using our online services.’
It seems all is good on Harris’ end too, as she said in a follow-up post that her concerns have since been addressed after managing to get in touch with Centrelink.
‘Someone gave me the tip to call first thing in the morning at 8.30 so you’re first in the queue, I still had to wait half an hour on hold but at least they actually put me in the queue! Otherwise, I’ve also been told to try after 7pm,’ she shared.
The General Manager Hank Jongen also issued a similar appeal after it was reported that the average wait time for seniors calling their Older Australians line, 132 300, was 24 minutes and 18 seconds on average.
Most notably, some members scoffed at the figure and said they were put on hold for much longer.
‘That’s a short wait!’ @Magpie58 said.
‘Only 24 minutes! I waited 45 minutes last week,’ @Shaken added. ‘I have applied for age pension over three months ago (provided all paperwork required) and apart from computer-generated texts every ten days telling me my claim is being assessed. (I have received) NOTHING!’
‘I am a single woman and I’ve used up all my savings before applying and now I have nothing. It’s very scary.’
And lastly @JayKay added: ‘(Twenty-four) minutes is not even a wait. Try 3 hours, 17 minutes, being told you are progressing in the queue, then you hear a click, thinking your turn has arrived, oh whoops, they hang up on you!’
Hopefully, Centrelink addresses these longstanding concerns, and soon.
In other news, Centrelink announced changes in its payments policy last January which could lead to potential suspensions for some seniors. Read here to know more.
The royal commission on Robodebt also uncovered a disturbing fact in one recent hearing: there were deliberate attempts to silence vocal critics of the unlawful measure — at least, according to a former worker.
So, what are your thoughts on Harris’ experience? What measures do you think the government can make that would help more Aussies access much-needed aid?
Tell us in the comments below!
The prices of goods and other important commodities are still rising, and for many, government aid is a lifeline to help stay afloat.
However, it’s no secret that many Aussies have been having difficulty reaching Centrelink’s phone lines, especially during peak hours.
One mum was disappointed after experiencing this first-hand while attempting to reach Centrelink’s family line, and she took to Twitter to air her grievance.
‘I know everyone has been complaining about Centrelink, but I didn’t realise until today they were just straight up refusing to take any calls because they don’t have the staff,’ Lia Harris, a reporter for ABC, said.
‘Their families line just says “No one is available to take your call. Goodbye.” and hangs up.’
‘Too bad for all the struggling families out there relying on their payments and subsidies schemes.’
Source: Twitter/@LiaJHarris
Many sympathised with Harris and indicated they’ve gone through similar experiences.
‘Unbelievable. That happened to my husband yesterday (too),’ one woman said.
‘I’ve been trying to get through for almost a week,’ a second added.
‘I hope they can remedy this soon,’ said a third.
Others meanwhile expressed their frustration at officials they think are out-of-touch.
‘Ha! That's why us folk familiar with Centrelink laugh bitterly when a minister or whoever says just call Centrelink — like it's the easiest thing in the world,’ one woman shared.
‘We’ve been saying it for months,’ another said. ‘People in a privileged position don’t know and probably don’t care.’
One even tagged the official account of Social Services Minister Amanda Rishworth: ‘The Aged Care line just stays on hold forever. They have no intention of answering. Appalling, @AmandaRishworth.’
One exchange also allowed Harris to elaborate on her complaint.
‘Not downplaying the seriousness of this, but this is happening across the entire economy,’ a man replied.
‘No doubt it is,’ Harris said. ‘But this is a government service. It should be functional enough for people who need it to be able to access it.’
In response to the development, a spokesperson for Services Australia, the agency overseeing Centrelink, apologised.
‘We are experiencing a surge in calls at the moment, and we’re sorry to hear people are having trouble reaching us,’ the spokesperson said.
One mum got an unfortunate taste of one of Aussies’ common complaints about Centrelink: its phone lines. Image Credit: Unsplash
‘Services Australia [Centrelink] has ended the practice of blocking calls during customer surges and we encourage anyone who needs to speak with us to try again — people are getting through, and our staff are working hard to answer all calls.’
‘We also know people want options when it comes to doing their business with us, and that’s why we’re also investing in face-to-face and digital support,’ the spokesperson added.
‘For people who are interested in doing more online when and where it suits them, we now have digital coaches who can provide in-person support to increase confidence using our online services.’
It seems all is good on Harris’ end too, as she said in a follow-up post that her concerns have since been addressed after managing to get in touch with Centrelink.
‘Someone gave me the tip to call first thing in the morning at 8.30 so you’re first in the queue, I still had to wait half an hour on hold but at least they actually put me in the queue! Otherwise, I’ve also been told to try after 7pm,’ she shared.
Most notably, some members scoffed at the figure and said they were put on hold for much longer.
‘That’s a short wait!’ @Magpie58 said.
‘Only 24 minutes! I waited 45 minutes last week,’ @Shaken added. ‘I have applied for age pension over three months ago (provided all paperwork required) and apart from computer-generated texts every ten days telling me my claim is being assessed. (I have received) NOTHING!’
‘I am a single woman and I’ve used up all my savings before applying and now I have nothing. It’s very scary.’
And lastly @JayKay added: ‘(Twenty-four) minutes is not even a wait. Try 3 hours, 17 minutes, being told you are progressing in the queue, then you hear a click, thinking your turn has arrived, oh whoops, they hang up on you!’
Hopefully, Centrelink addresses these longstanding concerns, and soon.
Some members previously shared their experiences on hold — and even dropped — at Centrelink’s Older Australians line. Image Credit: Pexels/SHVETS production
In other news, Centrelink announced changes in its payments policy last January which could lead to potential suspensions for some seniors. Read here to know more.
The royal commission on Robodebt also uncovered a disturbing fact in one recent hearing: there were deliberate attempts to silence vocal critics of the unlawful measure — at least, according to a former worker.
So, what are your thoughts on Harris’ experience? What measures do you think the government can make that would help more Aussies access much-needed aid?
Tell us in the comments below!
.png){kind=icon}
