The Government’s 2017-18 Federal Budget will ensure 250 Australians jobs are available to improve the delivery of Centrelink services. 

250 additional Australian call centre operator positions have been ensured under the Budget to reduce call wait times and better the quality of phone enquiries. 

This will lead to more operators answering less complex enquiries for Centrelink. This includes providing information on reporting requirements, helpdesk functions and enquiries regarding online services. 

With Centrelink handling 22 million calls per annum, the average of 15 minutes waiting time will significantly be reduced. 
However, calls concerning Medicare or Child Support will not be included in the expanded range of phone enquiries. 
Further, projects to upgrade digital channels to reduce the need for people to call have been invested. 
 
This includes the billion-dollar investment into the WPIT program to assist with the welfare payments system. 

More than 130 million transactions are now completed online due to the upgrade of website capabilities and practical initiatives. 

“The Government is committed to delivering on improved access and quality of service in Centrelink, and is investing at record levels to ensure this happens,” Minister for Human Services the Hon Alan Tudge MP said. 

This initiative from Centrelink is following the approach of the Australian Taxation Office. The two Australian government agencies will approach these initiatives with high privacy and security standards.