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.

 

[tommyt]

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?

Hi Taren, we are all in some way inconvenienced by the problems at Centrelink, however, it is no good sleepy Bill slinging off at the previous Government - what took this sleepy, hopeless individual so long to realise there is a problem? Having said that, my wife and I have had experiences at Centrelink, one on the phone and one face to face. Sure, we had a hell of a delay on the phone, but think about it - how many calls do they get from persons unable to speak or understand English? How long does it take the representative to get the message across? How would all you whingers with negative views of the people working at Centrelink be if you were requested to go in for a day a week and help by answering phones? Not too many I bet, so, Bill Shorten, stop trying to be a hero, get off your backside - NOW - stop the blame game and help us Australians in need.

 

[Countryjohn]

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 wonder where these wait times are dreamt up? Oh hear daily of wait times upto 4 and 5 hours got most things except aged care. I called them the other day and was 1 hour 55 minutes.
I have to call them again this week.
My financial hardship application to them 5 months. They advised me that they would cover the costs of things for me and then when I got it they said they wouldn’t. Note I’m thousands in debt to somewhere different.
To say they are hopeless is unfair because most of the staff are helpful when you get them finally.
I notice your statistics don’t cover the calls made to Centrelink that say there are too many calls on hold and to call back later. It’s a battle to get past that point somedays.

 

[Tommy5161]

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've been waiting for centrelink to process my age pension claim from 2nd August 2023. Some undertrained person will stuff it up for sure. Tommy5161 my savings are dwindling.

 

[GreyWolf_Rod]

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 question the validity of the wait/delay timrs quoted... anyone I speak to and indeed myself my aged pension claim was over 90days in the making, ANY call wait time IF you didnt get the fob off pre recording, was alway way longer than 80 minutes regularly over 90, the average they state is probably due to people getting fed up with being on hold for so long and hanging up in disgust...

 

[Suzanne rose]

Hi Taren, we are all in some way inconvenienced by the problems at Centrelink, however, it is no good sleepy Bill slinging off at the previous Government - what took this sleepy, hopeless individual so long to realise there is a problem? Having said that, my wife and I have had experiences at Centrelink, one on the phone and one face to face. Sure, we had a hell of a delay on the phone, but think about it - how many calls do they get from persons unable to speak or understand English? How long does it take the representative to get the message across? How would all you whingers with negative views of the people working at Centrelink be if you were requested to go in for a day a week and help by answering phones? Not too many I bet, so, Bill Shorten, stop trying to be a hero, get off your backside - NOW - stop the blame game and help us Australians in need.

I don't see anything bad she said. If anything she was praising centrelink workers.

I think you owe her an apology, you were a bit rude !!

 

[Suzanne rose]

I've been waiting for centrelink to process my age pension claim from 2nd August 2023. Some undertrained person will stuff it up for sure. Tommy5161 my savings are dwindling.

Try to stay positive, hopefully it will go through without a hitch and you will get back payment.

 

[siameezer]

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's not Bill's maths that needs addressing. At 30 June 2020, approximately 4.2 million people (16% of Australia’s total population) were aged 65 and over, so let's presume they are all eligible for a pension. The $228 million spent on labour costs would, if redirected in the manner you suggest, amount to a $54 PER YEAR increase for each of them. I would hardly call that "one hell of an increase"!!! The staffing levels need to be addressed as they have been allowed to dwindle to unacceptable levels for too long.

 

[aussieboozer]

I completed my parents pension application and they submitted it personally at the local Centrelink office On 1 August. No correspondence of any kind has been received.

They are both 91 years old and have received no benefits other than the Seniors Health Care card since the previous government tightened the assets test. They are very frugal and rely on term deposit interest, share dividends & franking credit refunds to make ends meet.

My mother was approved for a commonwealth home care package after she spent 2 months in hospital and was discharged in May. She received support from a Qld Government transition program for 12 weeks after discharge with all paperwork completed by a social worker for her signature. An application for Aged Care income assessment was lodged at the same time as the pension application and basically required the same information as the pension application so quite lengthy! This assessment was completed in November but the package approval had to be extended twice so her chosen provider should be starting soon.

Neither of my parents have a MyGov account and I gave up trying to set one up for them as they haven’t had a passport for years which makes setting up a digital identity quite difficult so snail mail is how they receive all communications. Very slow with the decline in Auspost delivery standard.

 

[greencactus]

What is the email address please,

For whom exactly?

 

[greencactus]

What is the email address please,

Whose email address do you want?

 

[darrellh]

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.

I am from WA and have not had long wait times though have not rung in last couple of months. Have been very happycwith Centrelink, their helpfulness, service and did not wait long for my pension this time last year.

 

[bschulze]

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!!

Not only thatbut shorten will get his parliamentry pension His super is paid at 15% per year in advance so will retire with money that all pensioners dream of and still earn what ever amount he can with any of his earnings affected And in nz every one once they reach the pension age gets it no mtter how much money they have Auatralia should follow that system

 

[mylittletibbies]

I am from WA and have not had long wait times though have not rung in last couple of months. Have been very happycwith Centrelink, their helpfulness, service and did not wait long for my pension this time last year.

You were definitely lucky. I do admit that once you get through the staff are always polite and helpful.

 

[cola3107]

I have had cancer surgery and had to give up work back in June, my wife does not work, so we applied for jobseeker back in July to help us survive, 6 months later after writing to Bill Shorten and the local minister, visited centrelink office 7 times, put a official compliant to Centrelink twice, we still have not been paid a cent, we have used up all our savings and maxed out our credit cards. My Doctor says I should not apply for work until I am better, but we are desperate for some income. The excuses I get are , we lost your paperwork (even though you can see it the Mygov portal) we are busy, your case is complicated. I have asked on 3 occasions can someone who is accessing my claim, please call me. I did get one call and he admitted they had all the paperwork they needed (that was over 6 weeks ago), but still no payment.

This is not fair, I have worked for over 40 years and to be treated so badly in my time of need is despicable

 

[margaretritchie48@hotmail]

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?

A couple of weeks ago I had to contact Centrelink re my superannuation. As you cannot get through on the phone I went to the Warwick branch in Perth. I took a boof, water etc thinking I'd be there forever. Waited 15 mins then took 15 mins to sort out super. The staff were helpful and friendly. If possible try and go to a branch.

 

[Isis]

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 feel out of place in this forum. Rarely had to wait overc20 mins when ringing. Even accessing services etc as I have recently to upgrade package they were really good, always ringing back when they say they will. Having been granted my pension many years ago I can’t comment on the delays receiving one. But for me it’s not all bad and have enabled me to stay in my own home at 83.

 

[Chergramian]

We tried to contact Centrelink for over a week. We got to the phone ringing and being on hold for one and a half hours. We then had to hang up because of a doctor's appointment. Then on 9 separate occasions over the following week at different times of the day we rang, had to put our details in and then we're hung up on!!!! This is disgraceful!!!

 

[margaretritchie48@hotmail]

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.

I did not make an appointment. Just went down to Warwick branch and was seen in 15 mins.

 

[mylittletibbies]

Really, in Mandurah I was told to go home, ring and make an appointment.
I now live in the Wheatbelt, so wouldn't want to risk doing a 200km
round trip on the hope they would see me without an appointment.

 

[NotPhilips]

Really, in Mandurah I was told to go home, ring and make an appointment.
I now live in the Wheatbelt, so wouldn't want to risk doing a 200km
round trip on the hope they would see me without an appointment.

Over the past 10+ years, I've visited Centrelink in various states & territories for various reasons. I now live in Bunbury. No-one has ever told me to go away and ring for an appointment.

Could you try another office? You don't have to keep going to the same one.