Not One SINGLE positive comment in this small sample of problems and yet the government will do NOTHING to assist. They pick the "Dole cheats" but not their own system. Look in a mirror Centrelink! 70 percent of the people you are SUPPOSE to help do the right thing and follow your rules yet you do nothing to assist. Appalling.
After being fooled around by a voice activated machine for 20 minutes I then get a message that it will be another 40 minutes wait for an operator. (WHAT? they only have 1 operator?) But the moment you are 1 day late, or miss an appointment, they suddenly can contact you very quick. No wonder people don't bother to call them; it's a joke.
I can't believe the terrible process to try and speak to a human, this is disgraceful. I have been cut off by a computer, hung up on, phone numbers are engaged (all the time), I mean for days and days. No wonder by the time people finally get through they are cranky and then take it out on the person at the end of the line. The Human Services system is obviously designed to get rid of customers.
I am replying to those poor people who have to wait on the phone for over an hour and then you get asked your password, luckily I have internet access but you can't do everything there. It is really disgraceful and a friend told me Medicare is now lumbered into the Centrelink offices and everyone lines up , it is not one line for Medicare and one for Centrelink. That in itself is another disgraceful aspect of this government.
The comments on this page are not so different to what people have expressed with many government departments (and some private businesses) these days. We have the greatest technology ever available to actually improve customer service, but I seriously think that all of these people actually pay experts to MAKE it more difficult for customers whom they would rather not help.
It's easy to think, "Maybe it's just me; others seem to be handling it okay." but a forum like this makes it abundantly that a LOT of customers are not happy; that it's not a case of the system being unaware of how they come across; and, more importantly, that nothing is going to change. This is how they WANT it.
Will centrelink compensate phone calls when you are put on hold for over 1 hour, thats not a cheap call, my mobile charges at nearly $1 a min, i have spoken to someone and now been on hold, she said she would try and put me close to the top of a list.
The automated phone service is too hard to navigate through. I am trying to make appt
for my son and have called three times without success.This is appalling from a Government service . I am
sure the staff that end up answering these calls get grief from the customers because the phone service has
already got them angry . Very disappointed and now getting into my car to go and speak to an actual person at
a Centerlink office.
Tried to reschedule an appointment for my son, at a local Centrelink branch. After contacting Human Services and talking to a robot for nearly two hours, to no avail, I'm not feeling well... Absolute disgrace...would've been cheaper and more expedient to drive to the branch, an hour and a half journey, at least I could've listened to my own choice of music. Where are the humans or the service ?
Well, I started off being prepared to wait and was relatively sanguine about how busy the staff must be....while I waited on the phone I continued to scour the website for answers to my simple questions re the DSP- imagine my excitement when after only 55 minutes the phone switched from music to a dial tone...3 rings and then it switched to an 'engaged tone' and then cut me off!
I wonder if anyone reads these messages and considers acting on them?
At the very least, please put more detailed info on the DSP requirements ...not just 'permanent disability' - and List the eligible conditions...don't just talk about a'revised list of conditions'.
To someone who is unused to the internet, old or infirm, this system must be soul destroying and needs to be improved.
I am simply trying to get an email address so I can send a support letter for a client. Nine phone calls and half an hour later - still no further forward. This is the most appalling system I have ever encountered. It appears designed to make people frustrated and hang up. The web site (which I tried to deal with last week) is counter intuitive and the telephone system supporting that particular inquiry was ridiculous and obscure. I have the good fortune to have a postgraduate degree - I am a professional person trying to contact Centrelink on behalf of a client... I cannot imagine how distressing it would be for someone without the educational benefits I have and who is in a high level of stress and need. Trying to negotiate this service would be demoralising and nigh on impossible. It is shameful. I feel it may be intentional.
All I wanted was a pension card for bonuses not the pension as such... simple process I thought. My family is suffering the fallout of my frustration of trying to navigate through the intricacies of dealing with Centrelink online... This site appears to be deliberately obstructive rather than helpful... And when I have tried the personal approach seeking advice at the offices I was advised that all of the answers I was seeking could be found online.
I've found the staff at my local office very helpful. Although the wait of well over an hour to see someone for maybe 5 to 10 minutes is frustrating. Someone kindly made me a copy of a completed form for my records but only copied one side of each sheet (OK it was up to me to check this at the time, but I was now late for another appointment). It's impossible to contact anyone by phone or to send an email to get the other half of my document. I expect I'll have to go back - another 2 hours including travel time. We may be retired but this doesn't mean every minute is not precious - we don't have many left.
Talking to a machine is degrading and humiliating particularly when the machine does not understand what you say in plain English. Having the option of keypad responses at least gives an intelligent human the respect they deserves. "Human" Services a joke.