Major Centrelink change aimed at reducing call wait times

Centrelink customers will now be able to book appointments online, skipping the lengthy wait in the phone queue, or even worse, in person.

Centrelink has been under fire over the past 12 months over blowouts to call wait times, with many users reporting hours-long waits to get through to an operator.

It’s caused delays to pension applications and payments and has seen Services Australia, the government body that oversees Centrelink, hauled before Senate estimates to explain the situation on multiple occasions.

The situation got so bad earlier this year, customers were reporting that Centrelink’s automated system was hanging up on them and preventing them from calling back.

The wait time blowouts were mostly being driven by inadequate staff levels, which Centrelink has addressed by hiring an additional 3000 staff earlier this year.

Centrelink customer Meredith told Yahoo Finance that she lives more than 100km from her nearest Centrelink office, and as she has no car was unable to attend the office in person.

Contacting Centrelink by phone was Meredith’s only option. When she couldn’t get through via phone, she had her payments cut off for failing to report.

“I was getting hung up on all day, repeatedly,” Meredith said.

“Even when you ring at eight o’clock in the morning – which is on the dot when the phone lines open – an hour has been the quickest time and it’s been up to an hour and a half. That’s when the phone lines open, otherwise you don’t get through.”

What can customers do now?

Under the new rules, Centrelink customers can now book 15-minute phone appointments, or 30-minute face-to-face appointments, through your myGov account or by using the Express Plus Centrelink mobile app. You’ll also be able to reschedule and cancel appointments through this portal.

Outgoing NDIS minister Bill Shorten said the new system would be a lifeline for some of the most vulnerable Australians.

“At last, you can book appointments to see Services Australia online, not just turn up and be kept waiting,” he said in a statement on Facebook.

“The online option will be particularly helpful to older and younger Australians, people with disability, parents with young children and carers, who this new system was designed to assist.”

The online booking system was trialled in a pilot in Hobart earlier this year and already more than 81,700 appointments have been booked online.

While it is certainly more convenient to book online, you’ll still need to prove your identity either when Centrelink calls back for your appointment, or you attend your appointment in person.

“You will need to prove who you are. Make sure you bring your ID and any documents you need with you,” the Services Australia website reads.

“You can prove who you are by using a photo ID such as a driver’s licence or an Australian passport. The photo is important for us to compare to your face. We can’t accept a photograph, screenshot or photocopy of your identity document. If you don’t bring in an approved photo ID, we’ll need you to correctly answer some questions to prove who you are.”

According to the Service Australia website, appointments can be booked online for matters relating to:

• ABSTUDY
• Age Pension
• Carer Payment
• Digital Coaching
• Disability Support Pension
• JobSeeker Payment
• Parenting Payment – partnered
• Parenting Payment – single
•  Youth Allowance
• My Aged Care – general face-to-face appointments

Will being able to book Centrelink appointments online help you? What else should Services Australia do to bring the services up to speed? Let us know in the comments section below.

Also read: Is Age Pension indexation reflecting the true cost of living?