Long wait times to get through to Centrelink are about to get even longer as Services Australia and Centrelink face rolling strikes of up to 24 hours each.
The Community and Public Sector Union (CPSU), the union representing Centrelink staff, has received legal clearance from the Fair Work Commission (FWC) for its members to walk off the job for up to 24 hours at a time.
Centrelink staff are struggling to keep up with increased demand from Aussies struggling with the cost of living. The CPSU is demanding a 20 per cent pay rise for Centrelink staff, with the Australian Public Service Commission (APSC) counter offering with a 10.5 per cent increase.
Lower staff levels after the pandemic and a decreased budget are also part of the problem, coupled with millions of Australians opting to call Centrelink instead of using digital means.
Last financial year, Centrelink fielded more than six million calls between July and March, with customers waiting an average of 31 minutes and 24 seconds before being answered.
This is up almost seven minutes from 24 minutes and 45 seconds in the previous financial year.
The APSC offer has been rejected by union members and now a vote has been put to them for “an unlimited number of stoppages of work for periods of between one hour and up to and including 24 hours”.
The CPSU action will also include what it calls an ‘auxiliary code ban’ on codes used by Services Australia. Under the ban, Centrelink staff will not enter prescribed codes that allow management to track the tasks individual employees are performing at any given time.
The union says the code ban will not affect frontline services, only internal management systems.
CPSU national secretary Melissa Donnelly says the federal government made public sector wage growth an election promise – one it has so far failed to fulfil.
“The Albanese Labor government was elected on a platform of getting wages moving but pay proposals to date are falling short of this commitment,” she says.
“Our members are adamant that they will not settle for the current unambitious pay proposals.
“As a result, CPSU members in Services Australia will be exercising their right to take protected industrial action this week, with support from their colleagues across the APS.”
Services Australia head Hank Jongen told the Australian Financial Review his agency was “prepared for this action and there will be no disruption to customer service or payments”.
“Staff will continue serving customers, answering calls and completing work as usual,” he said.
“Most of our contacts occur online, with about 90 per cent arriving via digital channels and around 10 per cent in service centres or over the phone,” a Services Australia spokesperson told YourLifeChoices.
“This time of year is also typically very busy, and we’re also managing increased demand due to a range of policy changes.
A Services Australia spokesperson reiterated to YourLifeChoices that customers can use the MyGov app, online services, phone self-service or our other mobile apps.
“We also know older Australians want options when it comes to doing their business with us, and that’s why we’re investing in digital and self-service phone options, as well as face-to-face support such as our Aged Care Specialist Officers,” the spokesperson added.
“We now also have digital coaches who can provide in-person support to increase confidence using our online services.”
Older Australians experiencing longer than usual wait times can find assistance here:
- The Centrelink older Australians line (132 200) is for older Australians who need help with their payments and services, including Age Pension.
- For more information about digital coaching visit www.servicesaustralia.gov.au/digitalcoaching
- We also encourage people impacted by cost of living pressures to talk to our free Financial Information Service Officers: www.servicesaustralia.gov.au/fis
- For more information about Aged Care Specialist Officers visit www.servicesaustralia.gov.au/myagedcarefacetoface
When was the last time you needed to call Centrelink? How long did you have to wait? Let us know in the comments section below
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