We’ve made improvements to help save customers time when they need to talk to us, including:

• introducing call-backs
• enhancing our appointment booking service online
• introducing and expanding video chat.

Instead of waiting on the phone, our place in queue initiative allows some customers to choose to get a call-back when a Service Officer is available. Since launching in May 2024 we have offered over 1 million call-backs, saving customers time.

Our appointment booking service online allows some Centrelink customers to choose a time to talk to us, or visit us, that works best for them. Since we enhanced the online booking service to add some general Centrelink appointments in June 2024, more than 500,000 customers have booked their own appointments.

Customers tell us they absolutely love that they can book in a few steps.

It saves time they would have spent on the phone or getting to a service centre to book their appointment.

For some customers who aren’t able to get to a service centre, video chat helps them connect with us. Customers can use their own device where and when it suits them.

We started booking video chat appointments in November 2020 when in-person appointments were restricted by COVID-19. We heard that our customers found the system convenient and accessible, so we expanded the service to include more of our specialist officers.

In October 2023, Farm Household Case Officers began testing the format with their customers. We’ve since held around 600 video chats with farmers and their partners from all over Australia.

As our case officer Kiran reflects, video chat doesn’t only save farmers time and travel, but meeting customers who are remotely located for the first time is an ‘absolute joy’. Kiran helped farmers Pete and Sue who came across hard times due to drought. ‘For them to see a real person at the other end was absolutely amazing.’

Watch Pete and Sue’s story to see the impact our video chat service can have on how we help customers.