Media Release by Senator the Hon Katy Gallagher

Albanese Government continues improvements across social security and Medicare claim times

New data released today shows the Albanese Labor Government’s investments in frontline services are helping to deliver faster Medicare claims and more money back into families’ pockets sooner.

The results show sustained progress over the last 12 months following Labor’s decision to hire around 3,000 more staff at Services Australia to tackle increasing wait times in the wake of COVID-19.

The latest data shows these additional staff are helping make progress, with significant improvements in a number of areas including:

  • PBS Safety Net claims are now processed within just one day on average, down from 146 days during the same period last year,
  • Medicare Entitlement Claims are processed in 10 days, down from 119 days previously, and
  • The wait time for Medicare rebates has dropped from seven days to just two.

Wait times have also continued to improve across most social security payments, including significant drops for paid parental leave (3 days down from 31 days) and the age pension (33 days down from 84).

These improvements have been achieved at the same time as staff managed a 550 per cent increase in emergency claims, with 8,000 Services Australia staff helping to deliver $285 million to Australians impacted by disasters such as the North Queensland floods and Ex-Tropical Cyclone Alfred.

The new performance data comes as the government seeks to outline its vision for improved service delivery over its second term by harnessing the digital transformation to continue delivering faster, more accessible services.

Services Australia began publishing quarterly reports on service delivery performance last year. You can find these on data.gov.au

Quotes attributable to the Minister for Government Services Katy Gallagher

“These new figures show that our government’s approach to rebuilding the APS and properly staffing our frontline agencies is shifting the dial in the right direction.

“Effective and efficient government services aren’t just nice to have, they’re fundamental to the role of government and how it supports everyday Australians.

“While there is always more work to do, these figures indicate real progress for families who are receiving their Medicare claims sooner, getting approved for the aged pension quicker, and are having their PPL applications processed faster.

“I am determined to use this new term to continue delivering improvements in government services and deliver better outcomes for all Australians.”

Service delivery performance data

HEALTH WORK TYPE AVERAGE PROCESSING TIME
Start of 2024 
Days to process(January – March 2024)
Start of 2025 
Days to process(January – March 2025)
% change
(Comparing January – March 2024 to January – March 2025)
Aged Care – Customer 51 days 46 days 9%
Bulk Bill 4 days 2 days 43%
Medicare Eligibility and Enrolment 64 days 10 days 84%
Medicare Entitlement Statement 119 days 10 days 92%
Medicare – Patient Claims 7 days 2 days 71%
Medicare Safety Net 14 days 5 days 65%
PBS Patient Refunds 139 days 2 days 99%
PBS Safety Net 146 days 1 day 99%
Pharmaceutical Benefits Scheme 6 days 2 days 66%

 

CLAIM AVERAGE PROCESSING TIME 
Start of 2024 
Days to process(January – March 2024)
Start of 2025 
Days to process(January – March 2025)
% change

(Comparing January – March 2024 to January to March 2025)

Key Performance Indicator

(Performance target measuring how quickly and accurately claims are completed)

Age Pension 84 days 33 days 61% >80% processed within 49 days
ABSTUDY Schooling A 17 days 24 days 44% ▲ >70% processed within 21 days
Carer Allowance 50 days 13 days 74% >80% processed within 49 days
Carer Payment 76 days 16 days 79% >80% processed within 49 days
Child Care Subsidy 23 days 10 days 56% No timeliness measure
Crisis Payment 5 days 1 day 78% >90% processed within 2 days
Commonwealth Seniors Health Card 50 days 21 days 58% >80% processed within 28 days
Disability Support Pension 109 days 44 days 60% >80% processed within 84 days
Family Tax Benefit New Claim 54 days 9 days 83% >80% processed within 31 days
Family Tax Benefit Lump Sum 12 days 4 days 67% >80% processed within 31 days
JobSeeker Payment 27 days 10 days 62% >80% processed within 16 days
Low Income Card 68 days 25 days 63% >80% processed within 28 days
Paid Parental Leave 31 days 3 days 90% >80% processed within 21 days
Parenting Payment Single 66 days 19 days 71% >80% processed within 21 days
Parenting Payment Partnered 73 days 24 days 67% >80% processed within 28 days
Youth Allowance Jobseekers 28 days 11 days 60% >80% processed within 21 days

 

CALLS 

 

Start of 2024 January to March 2024 Start of 2025

January to March 2025

% change

(Comparing January – March 2024 to January – March 2025)

Average Speed of Answer (agency wide) 19:08 16:06 16%
Average Speed of Answer (Social Security and Welfare) 28:38 23:31 18%
Average Speed of Answer (Health Customer) 26:13 12:28 52%
Congestion messaging 4,385,399 465,532 89%