2016-02-12
"15.7 million calls to Centrelink were blocked and abandoned during the last six months of last year whilst just 10.6 million got through to a service operator, it has been revealed in Senate estimates.
“For there to be more blocked and abandoned calls than those getting through to a service operator indicates a service that is broken.
“Many are doing the right thing and trying to adjust payments or trying to gain urgently needed support.
“I have received a large number of complaints and negative experiences from people that simply cannot get through, in many cases people are diligently calling at 8am on the dot just to try and bypass a busy signal.
"I don't think the Government properly understands the depth of concern and in fact despair that some people are feeling when trying to interact with Centrelink and the Government's system.
"The accounts of experiences show people trying to do the right thing, trying to get support in difficult situations, and being failed by the system. The Government and Centrelink need to address these flaws”.