Services Australia abandoned customer rate skyrockets
The number of Australians who abandon their visit to a Services Australia centre is skyrocketing, according to data obtained by the Opposition through the Senate Estimates process.
For example, at the Parramatta centre, 1,036 Australians abandoned their visit – up by more than 200 per cent. In Bendigo, the rate was up by almost five times.
This follows other revelations uncovered by the Opposition, including:
- Australians are waiting much longer on the phone when they call Services Australia, with the wait time for the Disabilities, Sickness and Carers category up from around 21 minutes to more than 28 minutes.
- Australians are waiting much longer from first applying for a payment to actually getting the payment, with the wait time for the Low Income Card up from 16 days to 48 days.
Shadow Minister for Government Services Paul Fletcher said the shocking new data is further proof that Government Services Minister Bill Shorten has lost sight of improving customer service at the embattled agency.
“Australian families are struggling with the cost of living but they are so disgusted with the service when they go to a centre that they are walking away in droves,” Mr Fletcher said.
“Australians deserve better and Bill Shorten needs to conduct a root and branch review of his agency’s operations and get to the bottom of this mess.”
The below table provides examples of abandoned customer figures at different service centres for the 2021-22 and 2022-23 financial years.
|
Financial Year |
2021-22 |
2022-23 |
|
Service Centre |
Abandoned customers |
Abandoned customers |
|
Parramatta (NSW) |
337 |
1,036 |
|
Epping (NSW) |
122 |
1,292 |
|
Fairfield (NSW) |
159 |
964 |
|
Rouse Hill (NSW) |
200 |
1,251 |
|
Broadmeadows (VIC) |
334 |
1,621 |
|
Bendigo (VIC) |
210 |
998 |
|
Dandenong (VIC) |
480 |
1,379 |
|
Woodridge (QLD) |
1,438 |
2,474 |
|
Toowoomba (QLD) |
627 |
1,322 |
|
Palmerston (NT) |
873 |
1,320 |
|
Launceston (TAS) |
561 |
892 |
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