Australian News

every time I repeat this process, a cheery automated voice will ask me for my customer reference number before informing me that “we all deserve to be treated with courtesy and respect”

The irony that the author doesn't actually address here is the fact that this whole system is so clearly not treating the people it is supposed to serve with respect.

During a February Senate estimates hearing, Services Australia, which oversees Centrelink, revealed that between July 1, 2022, and January 31, 2023, two-thirds of calls to Centrelink went unanswered.

Two-thirds. Of every 10 people who need help, only three are actually being aided. That is an appalling failure.

A friend of mine said there is an entire world of center link auto dialers.

Let that sink in

It goes something like this...

[after an hour in the queue]

Me: I am wondering why my DSP payment inexplicably decreased.

Clink: Sorry you have come through to the general help line, you need to call the disability line...

[One hour later]

Clink: Oh it is related to your assets, you need to call another line

[One hour later]

Clink: Oh you will need to request a review, that is another department

[One hour later]

Clink: You need to come into an office

[Next day]

Clink: Did you book an appointment? You need to book an appointment

[Next week]

Clink: Do you have photo ID? You will need to go to Service NSW to get a photo ID

[Next month]

Finally submit a review then rinse and repeat a couple of months later when your review gets ignored.

She made a typo. They estimate the review takes 48 days (not 48 hours). My review has gone way past 48 days too.