Modernising our service centres

We’re introducing new service centre environments with welcoming, fresh and contemporary designs.

We developed our new service centre designs with the help of 3 new sites - Perth City, Woy Woy and Bowral.

With more than 300 service centres Australia wide, we expect to take a couple of years to roll out the new designs to all our sites.

What customers will find at our revamped service centres

Staff will welcome and help our customers as they arrive at our updated service centres. In some sites, customers will be able to check themselves in on arrival.

Most of our sites will also have a side by side digital coaching station for customers. This will be a one-on-one way for them to learn about self-service options at their own pace.

Customers can also display their mobile device on larger screens. This makes digital coaching sessions with our staff more comfortable.

We’re improving the way we operate now, ahead of refitting all our services.

At most service centres, customers can now make an appointment for Centrelink services at a time that suits them.

Digital coaching sessions to help customers use our online services are now available at all sites.

Our new customer conversation framework helps our staff deliver service that’s respectful, helpful, transparent and simple.

Continuous improvement

To help us keep on meeting the needs of our customers, we’ll ask them for feedback. This brief survey will help us make changes along the way to improve how people access our services.

And we’re continuing to trial new services at selected sites, including:

  • ticketing and transparent wait times
  • video chat to connect customers to specialist staff in other locations.
Page last updated: 23 November 2022.
QC 54872