Anne Stanley (Werriwa, Australian Labor Party) Share this | Hansard source

I am pleased to speak on this matter of public importance. Centrelink is beset by falling service standards. These are the direct result of measures that have been undertaken by this government in the name of reform but that have actually made the situation much worse not only for the clients of Centrelink but also for the staff charged with administration at the front line. My office is constantly dealing with issues relating to Centrelink. This is unsurprising given that complaints are up by over 18 per cent according to the most recent Department of Human Services report. It is lucky that, when people ring out of desperation, my office is able to answer the calls.

Centrelink clients are some of the most disadvantaged in my electorate. They are seeking support only to live, not to rort the system. Most of them just want to be able to survive until they find a job, or they want to be supported in managing a disability of their own or within their family, or they just want to live quietly in retirement. Often my office is contacted not because the situation is complicated but because people looking to access support do not know where they stand or are trying to do the right thing but the system is so broken that it is difficult for them to do it.

Many of my constituents lack internet access. Whether as a result of the continuing poor internet coverage in many areas across south-west Sydney or of their age, infirmity or financial situation, using technology to access online services is difficult for these people. Consequently, the support phone line and local Centrelink office remain key points of contact. Accessing the phone service becomes difficult when the credit available on your prepaid mobile will scarcely cover the cost of waiting to reach a staff member. The waiting time is benchmarked at 16 minutes. However, we know that according to the 2015 audit 30 per cent of callers wait on hold for half an hour or more, and my constituents have described waiting times of more than an hour. So, if my constituents cannot wait on a phone line, that leaves the local Centrelink office.

What does it say about us when our most vulnerable are forced to wait upwards of 45 minutes to make an appointment only to find they are expected to return the following day? Often these people have serious limitations on their movement through infirmity or because they struggle with the cost of transport. In most cases they are simply trying to ascertain the status of their claim or update their information. A Centrelink office near me consistently has lines out the door. I know that the staff at Centrelink are happy to do their job and have a sincere desire to help their community. They must be under continual stress, with long phone queues and watching customers wait for long periods of time in the office. However, instead of employing more staff to help out, there will be even more cuts to Centrelink staff.

Even constituents using the 'fast and simple' MyGov app face issues. The issue of being unable to update income has been raised multiple times with me. In one case I have been made aware of, the app failed to record the data. However, the constituent received no indication of this error and only later found out that they had accrued a significant tax debt at the end of the financial year. Another has been told that there is a technical issue with the app. That means she would need to ring fortnightly to report her husband's earnings. She has small children. Waiting for an hour on the phone is not only inconvenient but costly to her family, who can least afford it.

We are an affluent society. We should support our most vulnerable and not consistently make them feel like criminals. Most people want to work if they can, and when they retire they just want to be able to enjoy a decent quality of life. The government should ensure that Centrelink supports, rather than further hurts, the people who need it most.

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