Making services simple and respectful

11 June 2021

We’re modernising our services to improve your experience, whether it’s face to face or over the phone.

News item

When you contact us, we want you to find staff who listen, and service options that respect your time and cover your situation.

These are some of the things we’re doing to make you feel more welcome, and to help you get things done with a minimum of fuss.

Avoiding queues

When you use Centrelink services, you can now book an appointment and avoid having to wait at our service centres.

When you call your regular Centrelink payment line, we’ll attempt to resolve your enquiry over the phone. If you need to speak with us in person, we’ll offer you an appointment at your local service centre.

Having better conversations

In all your conversations with us, we’ll focus on getting you an outcome.

You’ll also have the chance to give us feedback after each visit. Your opinions help us to keep on improving.

Modernising our service centres

We’re rolling out a new modern look and feel to all our service centres. One of our friendly staff members will greet you when you arrive and help you find your way.

You’ll be able to:

  • get coaching sessions on how to use our digital services
  • connect with the digital services of other government agencies.

Next steps

Learn more about how you can access our services online.

Page last updated: 15 July 2021