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.
|Specialist publication||The Conversation|
|Publication status||Published - 2 Jun 2015|
- Social policy
- Welfare reform
- Digital technology
- Public services