2017-10-25
The number of calls to Centrelink that hit a busy signal has risen yet again to 55 million from 42 million for financial year to April 30, up from 42 million when I asked last Estimates, Senator Rachel Siewert said today.
“55 million busy signals. This is an astronomical number representing Australians trying to access supports, adjust their payments, seek information or update their earnings. That is a lot of frustrated people who may be exasperated and struggling.
"On top of this 55 million there were nearly 7 million abandoned calls. This isn't surprising because when you get through you have to wait for long periods before you speak to a human being.
"For issues associated with disabilities and carers average wait time was 28.17 minutes, for participation calls the average wait was 36 minutes. Older Australians had to wait 18.59 minutes - this has gone up to 27.47 minutes since June this year.
“We have a system that is so broken that every year the busy signals just climb and climb. Last year the missed calls were nearly 29 million, the year before the number was 22 million. When is this exponential increase going to stop?
“The Government must commit to reinstating the nearly 1200 jobs cut from the Department of Human Services in the 2017-18 Budget.
"The Commitee has just heard that Serco will start their Centrelink operations next week."
Media Release Family, Ageing, Community and Disability Services