Modernising our mobile services

Mobile Service Centres (MSCs) have become an integral part of our face-to-face service delivery, reaching customers in rural and regional Australia.

Recent innovations in rural service delivery, including improvements in technology and mobile servicing, are also helping bridge this gap.

Our 3 MSCs are fully equipped trucks offering people face-to-face access to information about Centrelink and Medicare payments and services. In the 2020-21 financial year, the Mobile Service Centres visited 289 towns and helped 9,179 people.

Our MSCs regularly partner with state and Australian Government agencies and departments to provide ‘joined-up’ government services to communities. Since 2018, we’ve been providing information to veterans and their families about Department of Veterans’ Affairs programs and support services. Since 2020, we’ve been delivering ‘side-by-side’ mobile servicing with the Queensland Department of Communities, Housing and Digital Economy. In late 2021, we worked alongside Services Tasmania and NBN Co. We’ll continue to explore opportunities with state and commonwealth partners to bring a greater range of government services to communities across Australia.

Watch the Blue Gum Mobile Service Centre video to see the latest in our fleet.

MSCs and Mobile Service Teams (MSTs) also play a crucial role during emergencies such as floods and cyclones. MSTs are made up of staff who are skilled at supporting people experiencing an emergency. They help people in evacuation and recovery centres beside other government and community organisations. If there’s no evacuation or recovery centre, they can set up under a tent or marquee.

During the NSW and QLD floods in 2022, our MSCs were reassigned from across the country. MSTs travelled to many areas in need, with staff coming from across both states to help. These teams worked evenings, weekends and public holidays, helping customers in person as well as over the phone. Altogether, our staff spent 44 days in 58 flood-affected communities, helping 4,020 people.

Page last updated: 23 November 2022.
QC 54870