Request for welfare agency to return on 7 November follows ‘unnaceptable’ October hearing about growing call and payment wait times
Request for welfare agency to return on 7 November follows ‘unacceptable’ appearance at October hearing about growing call and payment wait times
“Bill Shorten has been eager to minimise scrutiny of the deteriorating conditions at the agency because it exposes the sad reality that he just does not care about customer service,” Fletcher said on Thursday. The senators said they were dismayed that officials were “unable or unwilling” to answer questions and provide the information on the day.
Of the 41m calls to Centrelink made across the 2022-2023 financial year, just over 9m, or 22%, received a “congestion message”, according to the agency’s estimates testimony. Almost 13m, or 31%, were answered, and 4m were terminated by the person calling. “It doesn’t meet our KPIs that we set for ourselves. We’re working to be as efficient and as disciplined as we can within the resources that we have.”
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