Centrelink ‘to create 1,000 new call centre jobs’ to reduce wait times

The government will create 1,000 new call centre jobs to reduce wait times for Centrelink customers, following a series of complaints.

It comes after a Senate inquiry found more than 33 million calls went unanswered last year when people phoned the welfare branch.  The hearing also dealt with the length of wait times, noting that 330,000 people who did reach a representative were placed on hold for more than half an hour. Of those people, 167,000 had to wait more than an hour.

Now, Human Services Minister Michael Keenan says the Federal Government’s new hiring round will respond to complaints over the lengthy call waiting periods

“Centrelink receives about one million calls every week and there are times – particularly in peak periods – when our customers tell us it is not always easy to get through on the phone,” Keenan said on Monday.

“Our investment in these 1000 operators will greatly enhance our ability to answer more calls and ensure that the service we deliver is in line with customer expectations.”

The government will also look to the private sector for resources, after they contracted Serco, a multinational company, last year to provide 250 extra staff. However, Keenan says all staff will be based in Australia and no private data will be sent overseas.

Read more: Centrelink admits 33 million calls went unanswered last year

According to the Courier Mail, the staff expansion could cost up to $200 million over three years.

People typically ring the Department of Human Services for an array of reasons including queries relating to disability, carer and sickness payments. Many young people also ring the employment hotline. Between 2015 and 2016, more than 68 million people attempted to call through, but more than 28 million were blocked because the line was busy or engaged.

In February this year, Australian’s unions revealed the government would spend $430,000 on a US consulting firm, to evaluate the issue with call Centrelink wait times and advise on how to fix the ongoing problem.

At the time, Opposition Human services minister, Linda Burney, called for increased local staffing levels instead of spending on consultants.

“Turnbull cut 1,200 jobs from Centrelink at last year’s budget, and unanswered calls doubled to 55 million,” Burney said. “Centrelink needs permanent, full-time staff, who are qualified and familiar with the often complex issues facing Australians who require income support.”

Have you been left waiting for more than half an hour for a call to be answered by Centrelink? Do you think increasing staff levels is a good budget move?