Rachel Siewert (WA, Australian Greens) Share this | Link to this | Hansard source

I would like to add the name of Senator Cameron as a co-sponsor of this motion. I, and also on behalf of Senator Cameron, move:

That the Senate—

(a) notes that:

(i) in the 2014-15 financial year Centrelink had 62 691 complaints, an increase of 18.8 per cent on 2013-14,

(ii) the top complaint was difficulties with phone services, and

(iii) the Government has a clear policy of driving people to telephone and online services;

(b) recognises the mounting frustration of Australians who experience difficulties with Centrelink and the Department of Human Services, particularly using telephone services and the myGov website; and

(c) calls on the Government to address Centrelink's service delivery failures, including telephone wait times, and provide appropriate support to the millions of Australians who rely on Centrelink and the Department of Human Services.

Scott Ryan (Victoria, Liberal Party, Assistant Cabinet Secretary) Share this | Link to this | Hansard source

I seek leave to make a short statement.

Stephen Parry (President) Share this | Link to this | Hansard source

Leave is granted for one minute.

Scott Ryan (Victoria, Liberal Party, Assistant Cabinet Secretary) Share this | Link to this | Hansard source

I thank the chamber. The government acknowledges the critical importance of continuing to improve the delivery of health and welfare payments and services to Australians. That is why nearly 1,500 staff are being recruited to front-line roles in the Department of Human Services. The coalition government is also implementing its transformative Welfare Payment Infrastructure Transformation Program and has already invested just over $60 million in the first tranche of work. According to the ANAO, over 1,100 telephony staff were cut between 2009-10 and 2013-14. We are committed to undoing these cuts, which led to call wait times increasing from three minutes and five seconds in 2010-11 to 11 minutes and 45 seconds in 2011-12. Australians want modern, up-to-date services that connect them when they need it, and that is exactly what this government will deliver.

Question agreed to.