Wes Mountain, The Conversation

I don't bother ringing them go and see them face to face, funny if a crowd turned up just before closing.

You can wait over an hour on the phone

Was there mention of DHS's strategy to improve wait times? Call centres have been hiring 'temps', giving them a day's (at tops) training then putting them on the phones. There role is to answer the call, then transfer to an 'expert'. This has the effect of cutting wait times & making the minister look good. An expensive con job. If you plan on heading into your local office to see someone, take a packed lunch.

As before, had to attend a Colonel's office to get paperwork for glasses - very quick, friendly and efficient service. Can't vouch for the phone service because I simply wouldn't try it in the first place. One bad experience was enough.

I cringe everytime i have to call centrelink. Took me 46min 14sec yesterday and that was after i had hung up several times. Add that to Apps that crash or don't work and i think centrelink needs a review of systems. Sounds to me that they are using the same IT company as the cenus did. If you call the UK social security they answer quickly and its a real person not press this and press that.

Not mentioned in this article is the deliberate intent of Centrelink to direct people away from telephone and direct verbal communication and across to 'home page' internet inquiries and welfare applications, as part of deliberate yet unreasonable reductions and cutting of Centrelink staff. This policy also provides Centrelink a capacity to ignore Grey areas of Gov't. Policy on human services by limiting inquiry and thereafter disregarding response to those unfortunate enough not to be able to access and or understand the claim form designs and content information available on the internet homepage.
I find it contradictory that Government "cry's" loudly about increasing Welfare costs of the Nation and increased ageing population , yet targets first above other Government institutions this area, to reduce staff and services. How this action and intent meets and addresses the alleged growing welfare needs of the Nation alludes me.

i phoned centrelink in January with a query that no-one could answer (after 42mins waiting) and was told he would get back to me after checking it out. Last week i remembered that i hadn't heard back. (i Have a brain injury) so... I phoned the disability line. After 45 minutes waiting i was told that she didn't know the answer and would put me through to the disability section (that's who i called!!! but the auto choices and the computer didn't allow me to reach a human till then AND it was the wrong one!!
Finally, I was told that the law had change and the payment was made differently. this call lasted 1 hour and 32 minutes!! why couldn't the first chap know that 3 months ago!!!

i was getting mail from centrelink for someone who hadn't lived at my address for many years (if ever). After months of returning it to sender i went and sat at centrelink and said i was NOT leaving until they changed this man's address (child support section) Much faster than the phone - harder to ignore you in person. Take a book and earplugs to tune out the propaganda on the TV which tells you how great they are, BUT nothing at all useful!!

That is not correct. It might be for some if you are lucky to get to them. Many times I rung them and was not able to connect even after an hour (2x or more) So it will be useless calling them at home. Best way is go to the nearest centrelink and join the queue and ask to talk to them. They have a direct access and within second/s you are in and you can tell them everything you need and want. Make sure you know or have alist of everything you want to discuss so you will not waste time coming back again and again.The best way to do it.

More crap excuses by Centrelink management. Bloody hopeless.

I have never been lucky enough to wait 14 mins
There's been a few times that after 45mins I gave up and if was quicker to drive to there office it's disgusting the way people are mis being treated by gvt Depts

You cant go online, they wont talk to you online, they insist its a security risk to talk by email, regardless of how trivial the information. They want the matter dealt with by telephone.

Even when they ring you, it is doubtful they will leave a message on an answering machine, even just "Centrelink called" is their idea of a security risk. I don't think many Centrelink staff are familiar with the old fashion way of answering phones either, that is, you say "hello whose calling" and the caller identifies themselves first, not the other way around.

I got a message on my answering machine once to say they had tried to contact me numerous times but were unsuccessful, so they had referred the matter to the Canberra office.

If they tried to contact me numerous times why was there only one message on my answering machine. Are answering machines illegal in north Queensland or antisocial.

Of all the Centrelink problems written on this site, one would thing some of it would get thru to the government.

At least with age pension there is not many ways they can give people the run around regarding the payment of benefits, whereas with disability pension there was some hassle on a regular basis, like the time I had $2000 in the bank and didn't declare the interest payment as income. Not only was it a paltry sum but the interest per annum was somehow converted to earnings per week.

Worse than bloody hopeless, my partner applied for a low income health care card last October on turning 65. She is still waiting after months of appointments and phone calls. They firstly told her that she may be eligible for a part pension, she said no, our assets would preclude that, but they still said take these forms and fill them out anyway. After many contacts with them she was finally told in January you don't qualify for a pension. On asking about the health care card she was told to re-apply for it, this she did and was finally told last week that she didn't qualify. we queried this decision and subsequently she then received a letter from them saying they had make a mistake and her health care card would now be processed. Yesterday she received a text message from them telling her to provide proof of identity. She had previously done this 4 times before at the centre link office and had the POI documents photocopied. At this moment she is at their office again going through the same procedure. Now I know why they have security at their offices and put up large signs saying do not abuse the staff. If they were all as inefficient as this lot at Modbury SA I could understand people losing patience and getting abusive towards them.

Last year, waited for 2 hrs and 15 minutes , timed on loud speaker deliberately , gave up! True story!

When I asked or a sit down interview to sort out some forms I was informed we don't really do that any more.But to be fair I have all ways found the staff great but I get the impression they are not happy with this present government which I can understand.

I have never been answered by Centrelink in under half an hour and most cases at around an hour . I have had them hang up after I have waited an hour without answering. I usually drive in to see them which is an hour round trip but it's better than the phone.
15 minutes what a joke , they have never managed that in their lives, they are playing with the numbers.

Centrelink has always been terrible at answering the phone but it's worse under this government. Ah! But I have a vote and they are definitely not getting it. unemployment will suit them!

You can wait over an hour to get through on the phone and then Jorgen's voice says to go on line! What a croc. I can't even update information on line when I want to. Get a message "you are unable to access your account at this time" so I just post the information to Centrelink otherwise I will be in breach of the 14/28 days to notify of changes. What is Labour doing about this? I know Liberals don't care.

I have often waited over an hour to get through and told by the staff member that wait time was "standard"

Well after reading all of these comments - I am astounded? I have never needed to call Centrelink in the past 6 years (direct)......as the majority of people's "enquiries" can be dealt with by their "Automated Service" ..... and then "keying" in the #'s as requested??

There is a Seniors Automated Service # - where you don't need to wait. If it cannot answer your questions - you will get directed to a "real" person immediately!
Geeez - never ever thought I would type "real person" - lol - what's the world coming to???

Try the Senors Automated Service # ........ can't be any worse surely? :-)

One advantage of Centrelinks long wait is that we ended up getting a new phone. Our old cordless phone was wearing out, and couldn't handle the hour long wait, the battery would die either before the call was answered, or shortly after, and die in the middle of the conversation. So we ended up buying a new phone. THANKS CENTRELINK>

That's absolute crapola re the phone waiting times - I work part-time and cannot ring from work so waste half my time on day off trying to get through - on a mobile!! I actually went into the Norwood office last year sometime as had a fairly complex question, explained the situation and was told have to ring as no-one here can help you. I asked what all the people sitting around were actually doing - why couldn't one of them help me. They said they have other duties so go away! She actually said "go away". I am a very respectable looking 70 year old woman. This time I eventually managed to get through on the COMPLAINTS TELEPHONE NUMBER. Was answered in 1.5 minutes, compared to just prior waiting 25 plus minutes. Guy was very helpful and asked him a couple of questions. You an also email Hank@humanservices.gov.au and you will receive an answer in a day or so asking how can they help you. I read this somewhere on line and it does work, but then I had brilliant idea to ring COMPLAINTS LINE and hey presto - it worked. They had made a mistake with my rent assistance - cut me off actually, after I had told them rent had dropped $10 per week - still way above the threshold for cut off - oops, hasn't been actioned yet from when I sent my form in a month ago so they cut me off for "not complying". Disgraceful service - but have to say - when get through and are polite, you do get help and fairly politely - although a few like to talk down to the "loser" on the other end of the phone. Ha ha gotta laugh.