In recent news that will be music to the ears of many Australian seniors, Centrelink has made significant strides in improving its service delivery.

According to the latest government data, processing claims for essential payments such as Age Pension, JobSeeker, and Paid Parental Leave has become notably quicker.

This development is a breath of fresh air for those who rely on these services, as it means less time waiting and more time focusing on what matters.

The government attributes this positive change to a 'landmark investment' in human resources.

Three thousand additional staff members are credited for the significant improvements experienced by Aussies across the board.

Centrelink claims processing times for payments like the Age Pension, JobSeeker, and Paid Parental Leave have been improved with additional staff. Credit: Facebook

The impact of this investment is clear: claims are now being processed 60 per cent faster than in the first quarter of 2024.

This is also good news for many of our readers who have experienced the frustration of long wait times when calling Centrelink.

The average wait time for calls to Centrelink has been reduced by seven and a half minutes to 21 minutes.

Additionally, congestion messaging has reduced by nearly 80 per cent, indicating a smoother experience for callers.

Government Services Minister Bill Shorten has emphasised the importance of Medicare, Centrelink, and Child Support services for families, acknowledging the challenges faced in accessing these services due to a shortage of frontline staff.

Shorten highlighted that efficient claims processing is crucial for supporting Australians, particularly during vulnerable times and significant life events.

The goal is to ensure that once a payment is sorted, individuals can proceed with their lives without the need to follow up persistently.

The influx of new staff has allowed the agency to address the backlog of 1.35 million claims, shifting the focus towards improving turnaround times for more complex claims.

This is a significant step forward in providing timely support to those in need.

Let's delve into how this improvement has translated into real-world benefits.

Age Pension claims, particularly interesting to our readership, are now being processed in 49 days, a 42 per cent decrease from the previous average of 84 days at the start of the year.

JobSeeker claims have seen an even more dramatic improvement. They are now settled in less than a week, at six days, down from 27 days.

Youth Allowance claims are also being processed more swiftly, taking 10 days instead of 28.

For new parents, Paid Parental Leave payments are now processed in three days, a staggering 90 per cent drop from the 31 days it took at the start of 2024.

Parenting Payment partnered claims are being processed in 16 days, down from 73 days, and single parents can expect their claims to be completed in 14 days, a significant improvement from 66 days.

However, it's important to note that Disability Support Pension claims still have the longest average processing time, taking an average of 71 days, though this is down from 109 days.

Services Australia has committed to publishing quarterly data to maintain 'transparency and accountability' for Australians.

This welcome move should help build trust in the system and provide reassurance that the agency is working to serve the public efficiently.

Key Takeaways

• Centrelink claims processing times for payments such as the Age Pension, JobSeeker, and Paid Parental Leave have significantly improved following a government investment in additional staff.
• The average wait time for calls to Centrelink has been reduced by seven and a half minutes to 21 minutes, and congestion messaging has been cut by almost 80 per cent.
• Government Services Minister Bill Shorten highlighted that easing the claims processing backlog is essential for supporting Australians in need, and the new staff has made this possible.
• There are detailed statistics on the reduced processing times for various Centrelink claims, with Disability Support Pension claims still having the longest average processing time despite improvements.

Have you noticed an improvement in service times? Do you have a Centrelink story that could help others? We encourage you to share them in the comments below.

 

[deni67]

Sorry Folks I am probably one of the lucky ones out of many who does not have a
Reason to gripe about Centrelink .. YET .. . Once a Year they request information
Which I give them and so far I get my pension on the due date.

We're the same, we have nothing to gripe about them either.
We're in the midst of moving house and we sent them a rent certificate for the new place, our pensions went up instantly, we didn't even have to wait a day.
It went up from $83 a fortnight to $211 a fortnight for rent relief, which we need because our new rent is $300 more than our previous rent.
But we were grateful for it and can't complain.

 

[Knell]

Don't go shooting bullets at me, I didn't say I pay $2900/day, that is the rate or near enough to quoted to me by three different providers and is actually paid by the NDIS, so they do approve it.
I self manage my daughter's plan and do have a private carer
that my daughter has had for over 20 years and pay $500/24 hour day. Her funds would go nowhere if I didn't do this.
For your information we are not allowed to use or pay family members, except in extenuating circumstances. It is the NDIS view that participants would feel intimated and unable to complain if they were not being adequately cared for, or heaven forbid, they were physically or sexually abused
And, yes, it has happened.
I think I know a little more about my own situation than you.
On top of my daughter's intellectual disability, she has lost her tongue due to oral cancer, hence the OT recommendation for speech therapy that was not approved, all her meals must be blended and she must be watched carefully in case she chokes.
Her movement is compromised due to operations on both feet, a metal plate and screws in her ankle, a shattered kneecap from a fall hence the request for a gopher so she can get out and about a bit more, not approved.

The reason she has 24 hour care is that we live in the country and there are no services for her.
She goes to her carer six days every four weeks for socialisation activities and a respite break for me.
So my daughter can have continuity with her usual and trusted carer, her carer and I both travel 2 hours to meet in the middle (she is four hours from where we live) and 6 days later the same.
As far as getting "somebody I know" to look after her.
"Somebody I know" doesn't have the necessary skills or probably the wish to do this. Not everyone is cut out for this type of work.
As far as your comment about looking over somebody else's fence and commenting
, that's exactly what you're doing.
I don't have time to be looking over somebody else's fence, this is my life, for the last 47 years.
Who are you to make such comments.
The OTs report was backed by Fiona Stanley Hospital who commented that if my daughter did not have the original intellectual disability, she now has another one. Another report was also submitted from SCGH with regards to her cancer journey and the disability that has occurred because of this.
Everybody's journey is different and you are not in a position to offer your ignorant opinion when you don't even know the people concerned.

The point I was making was about the ridiculous amount providers charge, I had to use one once when ours was ill.
And yes, the NDIS, do approve these amounts, they pay them.
I am not spreading misinformation nor am I greedy, it was not me that asked for more funding but their own recommended OT.

How about hold the aggression? I was not taking a chop at your situation - I was taking a chop at the hyperbolic scenario you presented. Many detractors due to people stating things out of context.
You were the one to introduce the criticism of NDIA, notwithstanding you are grateful?
So the point about the $2900/day was just….what? …what can be paid in butt ****nowhere in an extreme situation by very few. In that case it comes out of allocated funds - not additional to, therefore the participant is left short of care by the amount - not additional to. This can incite hysteria about NDIA funding when it is not warranted.
Are you saying that NDIA dictate that you cannot leave your daughter with a family member or friend for care unpaid? Never heard of that! I was not talking about NDIA paying for a family member.
No, I am not looking over anyone’s fence - you put the criticism out there in rather a misleading way and to say others get more notwithstanding they have less need - which is indeed open speculation. If something is covered by NDIS criteria, it is usually allowed, but not all things are regardless - that is the way parameters work. You ask “who am I to comment” - Answer - the same as you are! Your broad statement that “NDIS has been a stuff-up from the beginning” is subjective as I have not found it to be so in terms of assessment or helpfulness or indeed contactability. My point was in the circumstance of a person with the authority to choose to pay $2900 for 24 hr care would, in most cases, be irresponsible use of the participants funds, other than in an extreme circumstance - was not directed at you!

 

[deni67]

$2900?? The NDIA does not set the prices that providers charge participants. If a participant is self-managed, can pay their support workers whatever they negotiate with them. They can use any providers. I would think that on the rare occasion that 24hr care needs to be provided by someone other than the paid carer or parent, surely a friend or family member could do it, or if no friends or family, someone known to you would be more than happy to accept a fee at a quarter of that pricing. Spending that much of the participants funding seems to me to be irresponsible use of their funds, barring exceptional needs/circumstances.
Anyone can make accusations, especially in the absence of proof—qualify/quantify! Looking over someone else’s fence is not an accurate measure for judgement. I would think that if an OT, or any such relevant allied professional relevant to the participants disability, deemed some services were not necessary, then it would be irresponsible of the NDIA not to cut some funding. Allied Services report will always go on the high side, it is in their interests to do so - does not mean it is warranted. Lots of criticism from people who run with sensationalist misinformation or are just greedy.

Sorry to sound pedantic but isn't it NDIS, not NDIA as you've written a few times on your posts?

 

[Knell]

Do you really know what you are talking about.

My 15 year old grandson has severe autism, he is non verbal, he still wears nappies and at times gets very aggressive.
My son had carer's who helped for a few hours each day. Then it increased to weekends.
My son tried his best to take care of him but as he got bigger he became more aggressive if he couldn't have what he wanted.

He is now living in a house that the carers now own. Ndis inspected and approved of it.

It's through NDIS that the funding comes to support my grandson.

We used to help our son with our grandson as did my daughters but he is too strong for us to handle.

He is in special school and has actually put a teacher in hospital.

I think unless someone is in this situation they really don't know.

I think @mylittletibbies has done an amazing job with her daughter.

As usual, I have no idea what point you are making in relation to my comment.

 

[Knell]

Sorry to sound pedantic but isn't it NDIS, not NDIA as you've written a few times on your posts?

Well, sorry to be pedantic - the NDIS in from OP quotes - I believe I used NDIA. However both are the same thing really. Cheers

 

[deni67]

Well, sorry to be pedantic - the NDIS in from OP quotes - I believe I used NDIA. However both are the same thing really. Cheers

It was just a question and I said "sorry", no need to reply rudely!

 

[Knell]

It was just a question and I said "sorry", no need to reply rudely!

and I said sorry back to you - which part is rude??

 

[mylittletibbies]

How about hold the aggression? I was not taking a chop at your situation - I was taking a chop at the hyperbolic scenario you presented. Many detractors due to people stating things out of context.
You were the one to introduce the criticism of NDIA, notwithstanding you are grateful?
So the point about the $2900/day was just….what? …what can be paid in butt ****nowhere in an extreme situation by very few. In that case it comes out of allocated funds - not additional to, therefore the participant is left short of care by the amount - not additional to. This can incite hysteria about NDIA funding when it is not warranted.
Are you saying that NDIA dictate that you cannot leave your daughter with a family member or friend for care unpaid? Never heard of that! I was not talking about NDIA paying for a family member.
No, I am not looking over anyone’s fence - you put the criticism out there in rather a misleading way and to say others get more notwithstanding they have less need - which is indeed open speculation. If something is covered by NDIS criteria, it is usually allowed, but not all things are regardless - that is the way parameters work. You ask “who am I to comment” - Answer - the same as you are! Your broad statement that “NDIS has been a stuff-up from the beginning” is subjective as I have not found it to be so in terms of assessment or helpfulness or indeed contactability. My point was in the circumstance of a person with the authority to choose to pay $2900 for 24 hr care would, in most cases, be irresponsible use of the participants funds, other than in an extreme circumstance - was not directed at you!

You still have the bull by the tail
Where did I say that it was additional to, I know it comes out of your current budget .
What difference does it make to the ridiculous amount they are allowed to get it away with charging.
I also didn't say that they won't let you use relatives for UNPAID care, but if you are using their funds then you can't without permission and then in extreme circumstances.
You are lucky if you have had no problems with the system, but this has not been my experience, nor the experience of many people I have spoken to.
My daughter received no services for over six months, despite numerous phone calls and the situation was only resolved by our local member getting involved.
The very next day I received a phone call from the WA Complaints Manager, when I commented that he must be a very busy man his comment was "yes, unfortunately, very".
What does that tell you?
Guess you're one of the lucky ones.

 

[mylittletibbies]

It was just a question and I said "sorry", no need to reply rudely!

She's just a rude, opinionated person.uinj. N..

Do you really know what you are talking about.

My 15 year old grandson has severe autism, he is non verbal, he still wears nappies and at times gets very aggressive.
My son had carer's who helped for a few hours each day. Then it increased to weekends.
My son tried his best to take care of him but as he got bigger he became more aggressive if he couldn't have what he wanted.

He is now living in a house that the carers now own. Ndis inspected and approved of it.

It's through NDIS that the funding comes to support my grandson.

We used to help our son with our grandson as did my daughters but he is too strong for us to handle.

He is in special school and has actually put a teacher in hospital.

I think unless someone is in this situation they really don't know.

I think @mylittletibbies has done an amazing job with her daughter.

Thank you Suzanne

 

[mylittletibbies]

How about hold the aggression? I was not taking a chop at your situation - I was taking a chop at the hyperbolic scenario you presented. Many detractors due to people stating things out of context.
You were the one to introduce the criticism of NDIA, notwithstanding you are grateful?
So the point about the $2900/day was just….what? …what can be paid in butt ****nowhere in an extreme situation by very few. In that case it comes out of allocated funds - not additional to, therefore the participant is left short of care by the amount - not additional to. This can incite hysteria about NDIA funding when it is not warranted.
Are you saying that NDIA dictate that you cannot leave your daughter with a family member or friend for care unpaid? Never heard of that! I was not talking about NDIA paying for a family member.
No, I am not looking over anyone’s fence - you put the criticism out there in rather a misleading way and to say others get more notwithstanding they have less need - which is indeed open speculation. If something is covered by NDIS criteria, it is usually allowed, but not all things are regardless - that is the way parameters work. You ask “who am I to comment” - Answer - the same as you are! Your broad statement that “NDIS has been a stuff-up from the beginning” is subjective as I have not found it to be so in terms of assessment or helpfulness or indeed contactability. My point was in the circumstance of a person with the authority to choose to pay $2900 for 24 hr care would, in most cases, be irresponsible use of the participants funds, other than in an extreme circumstance - was not directed at you!

AlsoI did not say anything about others getting more for less. I have no idea how much others get.

 

[Knell]

You still have the bull by the tail
Where did I say that it was additional to, I know it comes out of your current budget .
What difference does it make to the ridiculous amount they are allowed to get it away with charging.
I also didn't say that they won't let you use relatives for UNPAID care, but if you are using their funds then you can't without permission and then in extreme circumstances.
You are lucky if you have had no problems with the system, but this has not been my experience, nor the experience of many people I have spoken to.
My daughter received no services for over six months, despite numerous phone calls and the situation was only resolved by our local member getting involved.
The very next day I received a phone call from the WA Complaints Manager, when I commented that he must be a very busy man his comment was "yes, unfortunately, very".
What does that tell you?
Guess you're one of the lucky ones.

No, "I do not have the bull by the tail" - I was clarifying for the benefit of others who may well, and often do, interpret what you put out there as NDIA pay these amounts willy nilly. Most do not understand how the system works and that the participants have an allocated budget - not an open cheque book. Your original comment that family and friends cannot mind someone was unclear and open to misinterpretation - I was clarifying the point. Yes, perhaps I am one of many lucky ones who have not had issues with NDIA...just saying. It is indeed a good thing provided for people with disabilities and I for one am very grateful for the assistance my son gets. It isn't a lot but it gives him (and me) an opportunity for an outlet 4 hrs per week. I will not bite the hand that helps.

 

[Knell]

She's just a rude, opinionated person.uinj. N..

Thank you Suzanne

"She's just a rude, opinionated person.uinj. N.." and I could say the same to you mylittle!

 

[Knell]

AlsoI did not say anything about others getting more for less. I have no idea how much others get.

AND I QUOTE YOUR POST -" but there are people out there getting much more for lesser disability and don't get me started on the providers ."
You most certainly said that!

 

[mylittletibbies]

AND I QUOTE YOUR POST -" but there are people out there getting much more for lesser disability and don't get me started on the providers ."
You most certainly said that!

If your son only requires funding for four hours per week then you are extremely lucky.
I wish I could say the same for my daughter and I'm sure Suzanne Rose wishes the same for her grandson.

 

[Jolliffe]

Are they joking with themselves I was on hold on Thursday for Over 1 hour and half only to be told the same thing over the paper’s they send out to get your partner to sighn even though he has past is one of the most hurtful you do the right thing then get treated like your no one and this comes from Canberra office.

 

[Knell]

If your son only requires funding for four hours per week then you are extremely lucky.
I wish I could say the same for my daughter and I'm sure Suzanne Rose wishes the same for her grandson.

Seriously! What is your point with that comment? Now are you really getting under my skin! Lucky? What a c*** (cow) of a thing to say! I don't know what Suzanne Rose has got to do with anything we are talking about or why you want to bring that into it...irrelevant to my comment. Go back into your snake pit vipers!

 

[mylittletibbies]

Seriously! What is your point with that comment? Now are you really getting under my skin! Lucky? What a c*** (cow) of a thing to say! I don't know what Suzanne Rose has got to do with anything we are talking about or why you want to bring that into it...irrelevant to my comment. Go back into your snake pit vipers!

Your ****language leaves a lot to be desired.
Says a lot about you.

 

[Knell]

Your ****language leaves a lot to be desired.
Says a lot about you.

You are a piece of work!

 

[mylittletibbies]

You are a piece of work!

Ditto

 

[Knell]

Ditto

Yea, but I did not criticise you personally or your daughter's disability. I cannot help that some people's comprehension is deficient. To describe the condition of paranoid schizophrenia (amongst other conditions) as "lucky" is probably the most callous and upsetting thing I can imagine someone saying. So, my opinion of you is as low as you can go. You run down a taxpayer funded 'charity' provided you and yours! No, we do not bleed dry the system - we are grateful for the help so that he has 4 hrs per week socialisation with someone his own age. Society more often than not is not kind to people with mental health issues. Anywho...hiss off!