This edition of Changes at Services Australia includes news about our Mid-Year Report event, our Legal Advocates Channel, how we’re improving the ways customers can contact us and how we’re making it simpler for older Australians to find out about their aged care options.

In June, about 200 representatives from advocacy groups, peak bodies, and the Australian Public Service joined us for our second annual Mid-Year Report.

This event is a great way for us to ‘bring the outside in’ so we can build stronger partnerships with our community stakeholders.

Learn more about the Mid-Year Report and how we’re building stronger partnerships in the video below.

By listening to and learning from the lived experiences of our customers and stakeholders, we’re able to improve our services to deliver better outcomes.

Our Legal Advocates Channel was introduced in response to feedback from legal advocates. They told us there needed to be a better way for them to engage with Services Australia on behalf of their clients.

This secure and streamlined channel into Services Australia is resolving complex customer cases quicker and more efficiently.

I’m also pleased to show how we’re supporting customers with more options when they visit or contact us.

To help older Australians navigate aged care options and understand the services and options available, we’ve trained Aged Care Specialist Officers to provide specialist support during what can be a stressful and emotional time.

Finally, we’re saving people time by offering call-backs and online appointment bookings. We’ve also expanded our use of video chat for customers who aren’t able to visit a service centre.

These are just some of the ways we’re listening to you to help us deliver simple, helpful, respectful and transparent government services to our customers.

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