The Government will provide additional funding over three years to enable Centrelink to meet anticipated customer demand arising from increased customer use of call centres and more complex and longer calls. In February 2004, $15.4 million of funding was announced for this measure for 2003–04. This will be supplemented by a further $52 million for the following two years.
The funding will enable Centrelink to answer an extra 1.95 million calls a year to meet increasing demand and to ensure customer service standards.
There has been substantial growth in the demand on call centre services. This growth reflects the preference of customers to deal with Centrelink more regularly through the call centres and the greater complexity of the issues being addressed by call centres. Additional funding will maintain a reasonable level of call centre service to Centrelink customers. The funding will improve customer access to Centrelink services and will help to reduce the risk of customer overpayments.
1 July 2004.
Total Government Funding
$67.4 million over three years.