Services Australia Handles 900K Claims, Cuts Call Wait Times

Dept of Social Services

Hundreds of thousands of Australians are having their Centrelink and Medicare claims processed faster, with wait times slashed across the board.

The government has also delivered on its commitment to reduce Services Australia's claims on hand to normal levels by mid-year.

Services Australia slashed Medicare and Centrelink claims by 66% at 21 July, from 1.35 million in early February, down to a regular number of around 460,000.

With the backlog cleared, this means from now on most claims will be processed within reasonable timeframes.

Average claim processing times have improved across most payments in the new financial year compared to last, including:

  • 84% lower for Paid Parental Leave claims (25 days down to 4 days)
  • 84% lower for Medicare Newborn enrolments (25 days down to 4 days)
  • 82% lower for Medicare Online Account claims (11 days down to 2 days)
  • 73% lower for JobSeeker claims (22 days down to 6 days)

At 21 July, the agency:

  • was answering Centrelink calls around 6 minutes faster and Medicare customer calls 9 minutes faster than in January
  • had cut congestion messaging on Centrelink lines by 58% compared to January
  • was serving most customers (62%) in 15 minutes at 318 service centres across Australia.

The government provided 3,000 permanent additional staff late last year to improve claim processing times and access to services. These new staff have now processed 1.4 million claims and answered 1.9 million calls.

Minister for Government Services, the Hon. Bill Shorten MP, welcomed the results for customers.

"This effort has delivered over 890,000 outstanding Centrelink and Medicare claims for Australians in need," Minister Shorten said.

"In turning the corner to the new financial year, there is marked improvement in processing times on not only last year, but also when comparing performance back to 2018 in pre-COVID times.

"I know Australians are doing it tough and I've asked Services Australia to work hard to reduce its claim processing and call wait times.

"There's more to do, particularly in processing complex claims, but we're making significant inroads across the board."

The government committed $1.8 billion in the 2024-25 Budget to bolstering service delivery, which includes funding for 4,030 staff in 2024-25 and 3,530 staff in 2025-26.

Service delivery improvements

Average claim processing time improvements - Centrelink

CLAIM

AVERAGE PROCESSING TIME

2024-25 FYTD

Days to process (1-21 July)

2023-24 FY

comparison

2018-19 FY

(before COVID measures) comparison

Days to process 2023-24

% change since 2023-24

Days to process 2018-19

% change since 2018-19

Age Pension

60 days

76 days

21%

75 days

20%

ABSTUDY Schooling

11 days

22 days

50%

15 days

27%

Additional Child Care Subsidy Transition to Work

13 days

68 days

81%

24 days

46%

Carer Allowance

13 days

42 days

69%

59 days

78%

Carer Payment

15 days

54 days

72%

64 days

77%

Child Care Subsidy

7 days

24 days

71%

23 days

70%

Crisis Payment

1 day

3 days

67%

1 day

-

Commonwealth Seniors Health Card

15 days

42 days

64%

73 days

79%

Dad and Partner Pay

3 days

63 days

95%

19 days

84%

Disability Support Pension

81 days

93 days

13%

88 days

8%

Family Tax Benefit New Claim

9 days

47 days

81%

36 days

75%

Family Tax Benefit Lump Sum

3 days

13 days

77%

22 days

86%

JobSeeker Payment

6 days

22 days

73%

24 days (Newstart)

75%

Low Income Card

9 days

53 days

83%

31 days

71%

Paid Parental Leave

4 days

25 days

84%

21 days

81%

Parenting Payment Single

14 days

28 days

50%

48 days

71%

Parenting Payment Partnered

12 days

52 days

77%

58 days

79%

Youth Allowance Jobseekers

14 days

26 days

46%

27 days

48%

Average claim processing time improvements - Medicare

CLAIM

AVERAGE PROCESSING TIME

2024-25 FYTD

Days to process (1-21 July)

2023-24 FY

comparison

Days to process 2023-24

% change since 2023-24

Medicare Newborn enrolments

4 days

25 days

84%

Medicare Online Account

2 days

11 days

82%

Pharmaceutical Benefits Scheme Safety Net

28 days

98 days

71%

Calls to Centrelink

Average speed of answer - week ending 21 July (compared to week ending 14 January)

Congestion messages - week ending 21 July (compared to week ending 14 January)

26 minutes depending on the day

6 minutes lower

58%

223,000 fewer messages in week of 21 July

Calls answered within 30 minutes - 1 January to 21 July

Calls answered over 30 minutes - 1 January to 21 July

66%

3.4 million calls

34%

1.8 million calls

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