Increased Funding to Centrelink Call Centres

The Australian Government’s 2004–05 Budget has allocated an additional $52 million over two years for Centrelink’s Call Centres to ensure the high quality of service is maintained.

Centrelink’s Call Centres form a vital part of the services available to 6.3 million customers giving them more options to conduct their business. Centrelink currently operates 27 Call Centres with 4,500 staff receiving around 25.6 million calls a year. It is the largest single-purpose call centre operation in Australia.

This additional funding is in recognition that Centrelink Call Centres have experienced considerable growth in customer demand due to the increasing customer preference to use the telephone to conduct their interactions with Government.

Funding will enable Centrelink Call Centres to enhance access and improve service delivery and minimise customer waiting times.

The Australian Government is committed to improving Centrelink services and ensuring customers, no matter where they live, have access to Centrelink.