Media Release: Disaster support rings up call centre record
11 January 2012
The Hon Kate Ellis MP - Acting Minister for Human Services
The Australian Government's response to last summer's natural disasters resulted in Centrelink call centres handling almost 29 million calls last financial year, the highest ever recorded.
Acting Minister for Human Services Kate Ellis said that the figure tops the previous 2008/09 record by 540,000 but more importantly, was reached while maintaining high levels of customer satisfaction.
"At the peak of the Government's response, there were 14 simultaneous emergency activations where our aim was to get help where it was needed, fast."
"Call centre staff took more than 750,000 calls, answering inquiries and processing claims, during the Queensland, NSW and Victorian floods, Cyclone Yasi and the Western Australian bushfires. "
"Surveys show customers were satisfied with the service they received during the period, with 91 per cent of the 22,000 customers who were independently surveyed, endorsing the service and quality of advice they received from call centre staff."
"The Department has 25 call centres delivering Centrelink services, a good proportion of which are based in regional areas. This forms the backbone of one of the nation's biggest single call networks, employing around 4,000 staff dedicated to strengthening ties with the community they serve," Ms Ellis said.
As a result of the natural disasters in the early part of 2011, the Australian Government granted almost 800,000 claims for assistance, worth over $938 million.
More than 5,000 Department staff with a range of skill sets remain on standby to assist recovery efforts at short notice.
"The Department's emergency reserve list means they are ready to be deployed where required to work on the front line or behind the scenes," Ms Ellis said.
"We've been meeting with other federal, state and local authorities to build relationships and share knowledge ahead of the summer disaster season.
"On the ground, advancements in technology will allow our staff to link directly into the Human Services network to process disaster payments on the spot and from almost anywhere.
"No one wants to see a reoccurrence of the terrible disasters that hit our nation last summer but we stand ready and eager to help if needed."