MEDIA RELEASE - ALMOST 2 MILLION AUSTRALIANS KEPT ON HOLD BY SERVICES AUSTRALIA FOR LONGER THAN 60 MINUTES

PAUL FLETCHER MP 

Shadow Minister for Government Services and the Digital Economy 

Shadow Minister for Science and the Arts 

Manager of Opposition Business in the House

MEDIA RELEASE

Friday 23 August 2024

Amid a cost of living crisis, Australians continue to suffer from Bill Shorten’s chronic mismanagement of Services Australia, with new figures revealing the welfare agency kept 1,932,468 social security and welfare customers on hold for longer than 60 minutes during the 2023-24 financial year.

The information was obtained by the Opposition in response to a Senate Estimates Question on Notice.

Shadow Minister for Government Services Paul Fletcher said the figures shine a spotlight on Bill Shorten’s dismal record as Government Services Minister.

“Australians have two million reasons to be livid with Services Australia. These figures are appalling and reflect very poorly on this crucial welfare agency,” Mr Fletcher said.

“Families are under stress and should be able to speak with a Services Australia representative in minutes not hours. 

“Skyrocketing call wait times and slow payment processing times at Services Australia have been a hallmark of Labor’s time in office, which is testament to the Albanese Government’s inept attitude to customer service.” 

The below table shows the number of people kept on hold for longer than 60 minutes during the 2023-24 financial year and reveals that 1 in 5 Australians waited on hold for more than 60 minutes when calling the Social Security & Welfare Line

The below table shows figures for the Aged Care Line during the 2023-24 financial year (as at 31 May 2024), which reveals that just under one third of total calls were terminated.

“It’s unacceptable that 30 per cent of Australians calling up the Aged Care Line have seen no alternative but to end the call because they have been forced to wait so long,” Mr Fletcher said.