BackThe Commonwealth Ombudsman, Colin Neave, today released his report of the Investigation into service delivery complaints about Centrelink. The report features 40 case studies which illustrate the problems that led 9600 Centrelink customers to complain to the Ombudsman’s office between January 2012 and September 2013. The report also includes 12 remedial recommendations made by the Ombudsman to address the problems.
Mr Neave said the report was sparked by complaints from people dissatisfied with Centrelink’s service delivery arrangements. “While I acknowledge the majority of Centrelink services are delivered without cause for complaint by customers, we continue to receive a steady stream of complaints about the agency,” he said.
“And while admittedly few in comparison to Centrelink’s total number of interactions with its customers, the number and nature of complaints suggest a gap between the agency’s commitment to service delivery and the reality experienced by some customers.”
Mr Neave acknowledged that Centrelink operated in an environment of increasing complexity and demand for its services.
“I also acknowledge that the Department of Human Services has already introduced a range of innovative service delivery options to assist Centrelink customers and those of its other programs, particularly in the area of online services. It has also improved its management of in person inquiries at its service centres.
“The department has responded positively to the report by agreeing to implement all of the recommendations, either in full or in part. I am grateful for its cooperation through the course of the investigation.”
The Ombudsman will provide no further comment on the report. It is available on the website of the Commonwealth Ombudsman.
Source: Office of the Commonwealth Ombudsman, Australia
