Abstract
A new report by the Australian National Audit Office (ANAO) calculates around one in four calls to Centrelink went unanswered in 2013-14. The ANAO estimates the time lost by customers who abandoned their calls – after an average wait of nine minutes and 43 seconds – totalled 143 years. The average wait until calls were answered, 16 minutes and 53 seconds, translates to these callers hanging on the end of the line for a cumulative total of 668 years.
Original language | English |
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Specialist publication | The Conversation |
Publication status | Published - 2 Jun 2015 |
Keywords
- Welfare
- Social policy
- Centrelink
- Welfare reform
- Digital technology
- Public services