Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

 

[norma_shell]

What is the email address please,

 

[norma_shell]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

My son has been on the phone to Centrelink for the past 4 weeks, not a sole answers the phones, from 8.00 am to 4.00 pm Brisbane time, what else can he do? Has submitted all paperwork demanded by some email to his Gov Account, but not a human voice has answered his call or application. What is Hank Jongen's email address? I am not holding my breath

 

[Casper]

I have been waiting over six months for approval of a disability support pension. Phoned a couple of times at one hour fifty two minutes wait time and on other occasions cut off after waiting over a hour. Plus you never get the same answer twice to a question. And one person tells you one thing and the next person a different answer. Talk about bashing your head against the wall. The whole system is a pathetic joke.

 

[jackibourn]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

It took 5 months for them to approve my aged concession card
Yesterday I was on hold gor 1hr 48min due to my rent allowance being cancelled after 1 payment!! Due to non uploading of a document only to behold that they did have it on file
This is not good enough.

 

[KiwiTrish]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

The trouble is after having 2 family members working there last year all the casuals lost an hour a day one being a single mum had to leave and find a job. they do not look after there casuals at all preferring full timers And now the other ones contract up next year and most woman with families are looking for regular casual hours. They are training a new lot now and the small amount of casuals left were seperated into 1 for each group.cenrelink is well know for training people for 12 weeks then months later cut hours and retrain another group for 12 weeks complete waste of taxpayers money. Not a lot of woman with family can work full time so they should be looking after the casuals and keeping them. The other family member has been told her 12 month contract is up next year and they won’t be kept on. Both loved their jobs so wrong

 

[Liza2604]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

 

[Liza2604]

Its ridiculous that you cannot even speak to anyone on the phone because you cannot get past the voice recording message that asks you for your CRN and it doesn’t recognise your number and then tells you that your crn is suspended? How ? Why? My grandson has been waiting over a month for his youth allowance that was supposed to be finalised on the 5/12/23 now it’s sitting in pending with no final date and Im trying to assist him financially whilst on a pension. The government needs to reassess where their loyalties lie, as it seems the taxpayers here take a backseat to handouts to everyone else and the Aussie taxpayer borne and bred get screwed. And the politicians get to take home their healthly paypackets and entitlements ….

 

[Taryn Gillan]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

I be found it much faster to go to a Centrelink office in person if possible. The staff are always friendly and helpful at my local office, though they are woefully understaffed and a security guard is there to keep them safe as they cop a lot of abuse. Why are we wasting billions of dollars on the Olympics when our social and health and housing services are so terrible?

 

[Gupster]

Has Bill Shorten lost his marbles? $228 million dollars in new labour costs, what a bloody joke. Cut the dam red tape, give everybody a FULL Pension of eligible pension age regardless of any monies earnt by their spouses who are too young to retire due to age creep on pension ages. $228 million could give every pensioner one hell of an increase, like 20% minimum and we would be still $50-$100 million in front if he sat down and did his maths. Sorry forgot politicians are exempt from being intelligent!
Absolute waste of taxpayers money hiring more, just means more pigeonholes for our applications to get lost in!! EVEN LONGER WAITS!!

 

[mylittletibbies]

It took 5 months for them to approve my aged concession card
Yesterday I was on hold gor 1hr 48min due to my rent allowance being cancelled after 1 payment!! Due to non uploading of a document only to behold that they did have it on file
This is not good enough.

Sounds familiar
What about more staff for WA, I hung on recently for over two hours only to be transferred to another department where I had to wait for another 40minutes. Grrrr.

 

[Suzanne rose]

I applied for Disability Support Pension due to severe depression and bad nerve pain in my abdomen.

I applied February this year.

September this year I had a phone appointment with a lady who was more interested in her dog and who was at her door. ( apparently it's an agency centrelink uses)

Then 4 weeks later a lady from centrelink called me to tell me they couldn't approve it for digestion problems like heartburn. I said WHAT !! I went on to explain it, not sure how the first lady got that.

She had also said , with the depression because my application was put in prior to the 1st of April they didnt except psychologist reports only psychiatrist reports. My application said to submit either psychologist or psychiatrist reports.

It was over 6 months from submitting my application until I heard from someone

She then said what she wanted to do was ask for a review and for me to also put in a new application incase the review fails.
The Review and New application was submitted end of September and still waiting.

I was once a very healthy person until negligent surgery.
I needed to have hernia mesh remove and my whole umbilicus and part of my abdominal wall. Due to chronic infection my surgeon couldn't put in new mesh. He needed to put in alot of stitches to hold my muscles together . Unfortunately stitches went into a nerve. Leaving me in pain with nerve damage .

I can't lift , I have trouble bending . I'm sick all the time.

The first surgeon who caused all this, used recalled mesh , he then stitched the mesh to my small and large bowel loops.

Then for months after he wouldn't acknowledge there was something wrong. I had a chronic infection

I was stuck in a nightmare and still are.

I never ever suffered depression not even post natal depression after giving birth 13 times.

I never understood mental health until now.

 

[mylittletibbies]

I be found it much faster to go to a Centrelink office in person if possible. The staff are always friendly and helpful at my local office, though they are woefully understaffed and a security guard is there to keep them safe as they cop a lot of abuse. Why are we wasting billions of dollars on the Olympics when our social and health and housing services are so terrible?

Here in WA we have to make an appointment to see someone in the Centrelink office and this means having to make a phone call to book the appointment. Back to square one.

 

[petambrady]

I was taken off carers pension put on bereavement pension then concession card stopped all payments stopped .I should of been put on Age pension but NO every thing stopped. I live alone, dont drive ,have just had covid and have to put together paperwork ( they probably already have it) and have to go see them .They were advised of my husbands death .

 

[Rain72]

Has Bill Shorten lost his marbles? $228 million dollars in new labour costs, what a bloody joke. Cut the dam red tape, give everybody a FULL Pension of eligible pension age regardless of any monies earnt by their spouses who are too young to retire due to age creep on pension ages. $228 million could give every pensioner one hell of an increase, like 20% minimum and we would be still $50-$100 million in front if he sat down and did his maths. Sorry forgot politicians are exempt from being intelligent!
Absolute waste of taxpayers money hiring more, just means more pigeonholes for our applications to get lost in!! EVEN LONGER WAITS!!

It boggles the mind that politicians would rather spend mega-millions denying people pensions after a lifetime of paying taxes than just pay them their dues, and yet the pollies themselves think they are entitled to a fat pension after years of stuffing up the country and regardless of the fact that their private incomes position them to never need anything from the taxpayer ever again.

 

[auric]

applied for pension in august still waiting for approval went in to see the local office who checked my application every thing okay , just have to wait due to backlog . they were helpful not their fault .. poor service delivery due to govt being reactive instead of proactive

 

[mylittletibbies]

I applied for Disability Support Pension due to severe depression and bad nerve pain in my abdomen.

I applied February this year.

September this year I had a phone appointment with a lady who was more interested in her dog and who was at her door. ( apparently it's an agency centrelink uses)

Then 4 weeks later a lady from centrelink called me to tell me they couldn't approve it for digestion problems like heartburn. I said WHAT !! I went on to explain it, not sure how the first lady got that.

She had also said , with the depression because my application was put in prior to the 1st of April they didnt except psychologist reports only psychiatrist reports. My application said to submit either psychologist or psychiatrist reports.

It was over 6 months from submitting my application until I heard from someone

She then said what she wanted to do was ask for a review and for me to also put in a new application incase the review fails.
The Review and New application was submitted end of September and still waiting.

I was once a very healthy person until negligent surgery.
I needed to have hernia mesh remove and my whole umbilicus and part of my abdominal wall. Due to chronic infection my surgeon couldn't put in new mesh. He needed to put in alot of stitches to hold my muscles together . Unfortunately stitches went into a nerve. Leaving me in pain with nerve damage .

I can't lift , I have trouble bending . I'm sick all the time.

The first surgeon who caused all this, used recalled mesh , he then stitched the mesh to my small and large bowel loops.

Then for months after he wouldn't acknowledge there was something wrong. I had a chronic infection

I was stuck in a nightmare and still are.

I never ever suffered depression not even post natal depression after giving birth 13 times.

I never understood mental health until now.

How terrible for you, what a nightmare.
And to think I complain about my arthritis, I should be ashamed of myself
I understand how debilitating mental health issues can be, my husband suffers from bipolar and we can't even get to see a psychiatrist as most of them are not taking new patients.
One of his daughters and a niece have already committed suicide and I live with the dread of him doing the same.
I do hope your case is sorted soon Suzanne Rose, it is totally unacceptable that they have taken so long.
Have you tried your local member.
Mine got immediate results from both Centrelink and NDIS

 

[Suzanne rose]

How terrible for you, what a nightmare.
And to think I complain about my arthritis, I should be ashamed of myself
I understand how debilitating mental health issues can be, my husband suffers from bipolar and we can't even get to see a psychiatrist as most of them are not taking new patients.
One of his daughters and a niece have already committed suicide and I live with the dread of him doing the same.
I do hope your case is sorted soon Suzanne Rose, it is totally unacceptable that they have taken so long.
Have you tried your local member.
Mine got immediate results from both Centrelink and NDUS

I can't believe how wrong they get things. I wished they would do old fashioned face to face or send me to one off their doctors.
My doctor recently asked me which was worst my nerve pain which I'm on Lyrica for tge pain or my depression and anxiety which Im on antidepressants. I said that's a hard one as they are both bad.
Maybe if I didn't have the stomach pain I could go for runs or exercise which may help my head.
But if I could choose I would say my depression.
My stomach was so bad with the infection I had thick ooze coming out through my belly button and needed use bandages, 18 months of antibiotics
Member @Ricci has seen the photos and was shocked. Now that's gone as they removed my whole umbilicus ( no more bellybutton) and a lot of my abdominal wall was taken out.

 

[mylittletibbies]

I can't believe how wrong they get things. I wished they would do old fashioned face to face or send me to one off their doctors.
My doctor recently asked me which was worst my nerve pain which I'm on Lyrica for or my depression and anxiety. I said that's a hard one as they are both bad.
Maybe if I didn't have the stomach pain I could go for runs or exercise which may help my head.
But if I could choose I would say my depression.
My stomach was so bad with the infection I had thick ooze coming out through my belly button and needed use bandages, 18 months of antibiotics
Member @Ricci has seen the photos and was shocked. Now that's gone as they removed my whole umbilicus ( no more bellybutton) and a lot of my abdominal wall was taken out.

I so hope things get better for you soon.

 

[Mikeyboy2012]

Centrelink plays a critical role in supporting millions of Australians through hard times.

However, skyrocketing wait times and delays have left many struggling without the help they need.

The Centrelink Older Australians line is experiencing a significant increase in wait times, with seniors now waiting an average of 43 minutes to get through.

This is a shocking double the average wait time from the 2021/22 financial year.

But it's not just the Older Australians line that's suffering.

View attachment 37282

Centrelink average wait time has doubled in the past financial year. Image source: David Jackmanson on Flickr.

Across all Centrelink departments, wait times are ballooning, with the average wait time for disabilities, sickness and carers at 48.34 minutes, employment at 53.26 minutes, and families and parenting at 56.26 minutes.

These delays don't stop at the phone lines.

According to information provided by Services Australia during Senate Estimates in October 2023, the average time taken to approve the age pension has almost doubled from 33 days in 2021/22 to 61 days in the financial year to August 2023.

This has left some retirees in a financial bind, forcing them to dip into their savings and superannuation to make ends meet.

The average time to approve the disability support pension has also increased from 46 to 80 days, and the carer payment from 45 to 52 days.

These delays have resulted in only 74 per cent of customers reporting a satisfactory timely service.

Furthermore, the delays at Centrelink are more than just an inconvenience.

For many seniors, they can mean the difference between financial stability and hardship.

The age pension is a crucial source of income for many retirees, and delays in approval can leave them struggling to cover basic living expenses.

For those who are already living on a tight budget, these delays can be devastating. In some cases, they may even have to rely on family members or friends for financial support.

In response to the crisis at Services Australia, Government Services Minister Bill Shorten has promised to invest $228 million of taxpayer's money to hire 3000 more public servants.

These new recruits will work in smart centres in capital cities and regional centres, including Port Macquarie and Coffs Harbour in NSW, Toowoomba and Maryborough in Queensland, and Ballarat and LaTrobe Valley in Victoria.

Recruitment has already reportedly begun, with more than 800 people accepting jobs and starting the onboarding process.

'The new staff will be critical to reducing call wait times, speeding up claim payments and giving Australians back some time in their busy lives,' Mr Shorten said.

He blamed the previous government for allowing staff levels at Centrelink to drop so low.

However, Shadow Minister for Government Services Paul Fletcher criticised the staffing announcement, calling it a sign of desperation from an underperforming Minister.

'Whether it be spiralling NDIS costs or the surging wait times at Services Australia, Bill Shorten has failed to get a grip on his own portfolios,' Mr Fletcher said.

The Future of Centrelink Services

While the government's promise to hire more staff is a step in the right direction, it remains to be seen whether this will be enough to address the issues at Centrelink. The agency processes millions of claims each year, and it will take time to train the new staff and integrate them into the system.

In the meantime, seniors and other Centrelink customers may continue to face long wait times and delays in their applications.

It's crucial for those affected to keep an eye on their Centrelink online accounts through myGov for any outstanding tasks and letters.

This is where Centrelink will let people know if they're waiting for further information, including supporting documents, to finalise their claim.

Despite the challenges, Services Australia General Manager Hank Jongen has apologised to anyone waiting longer than they should be and asked customers to let Services Australia know if they are in hardship.

'Services Australia processes millions of claims a year, and we work hard to do these as quickly as possible,' he said.

'In the 2022-23 financial year, we processed 3.6 million Centrelink claims. As of October 31, these claims took an average of 34 days to process.'

Mr Jongen explained that processing timeframes may differ depending on the payment type and the complexity of the claim.

'The new staff we're training will help free up our experienced staff to assist with more complex claims, which includes Age Pension claims.'

Key Takeaways

• Seniors are experiencing lengthy waits for Centrelink services, with the average phone wait time doubling to over 43 minutes in the current financial year.
• The average time taken to approve the age pension has almost doubled from 33 days in the 2021/22 financial year to 61 days in August 2023.
• In response to this crisis, Government Services Minister Bill Shorten has pledged $228 million to hire an additional 3000 public servants to work in smart centres across the country.
• According to Services Australia General Manager Hank Jongen, processing times vary depending on the payment type and complexity of the claim. He also encouraged customers to monitor their Centrelink online accounts through myGov for updates.

What are your experiences with Centrelink? Share your stories in the comments below.

Yep, personal experience with this one. They obviously need more phone operators.