Senator the Hon Katy Gallagher

New data indicates the Albanese Labor Government’s investment in frontline services is leading to better outcomes for families and pensioners.

Having received almost 4.2 million Medicare and Centrelink claims and over 10 million phone calls between April and June, Services Australia has made important progress and is continuing to deliver vital support payments faster.

Labor's investment in frontline services is delivering payments up to 15 times faster.

These extra staff helped to clear backlogs that developed in the wake of the pandemic and are now focused on bringing down processing times. Last quarter, families claim types saw the biggest improvements in processing times compared to the same quarter last year:

• Paid Parental Leave claims take just 3 days, down from 20 days – 7 times faster.
• Child Care Subsidy claims take an average of 8 days, down from 21 days – 3 times faster.
• Family Tax Benefit New Claims take an average of 8 days, down from 40 days – 5 times faster.

More complex claims are also being processed quicker, like Disability Support Pension (an average 34 days, down from 96) and Age Pension (an average 32 days, down from 74).

These complex claims are expected to continue to improve as existing Services Australia staff are upskilled. There has already been a 37 per cent increase in staff working on the most complicated matters in the last year.

While this progress is welcome, there remains important work to be done. 

A small number of payment types, such as Jobseeker claims and Partnered Parenting Payments, experienced a modest increase in processing time by one and two days respectively. For the Low Income Card, average processing times increased as the agency responded to competing priorities and disaster relief efforts.

Importantly, this remains within the established KPI thresholds.

The Albanese Government is determined to continue working to deliver better and faster services.

Quotes attributable to the Minister for Government Services Katy Gallagher:

“We promised the Australian people that our investments in the frontline would lead to better services, and that is exactly what we are delivering.

“Faster payments means more money into families’ pockets sooner, and less time waiting for cash that Australians are rightly entitled to.

“This progress is welcome, but we know there is more to do – that’s why we’ll continue working to strengthen frontline services and provide Australians with the services they expect and deserve.”

ENDS