Services Australia adapting to changing customer needs

From Monday 24 February, Services Australia staff from Brisbane myGov will relocate to the Fortitude Valley Service Centre, committing more resources to service delivery during peak periods.

The last day of trade at Brisbane myGov will be Friday, 21 February.

Services Australia General Manager Hank Jongen said continual improvement of customer service is a key focus for the agency.

‘We constantly review our servicing options to ensure we keep up with community expectations and relocate staff to where they can offer the best service,’ Mr Jongen said.

‘The way people are choosing to interact with government and access services is changing.

‘More people are using online options and the number of people attending some of our service centres has been steadily dropping.

‘Over the last two years, customer numbers at Brisbane myGov have fallen by 33 per cent.’

People who require more personalised or intensive support will still be able to access face-to-face Centrelink services and digital and assisted Medicare Services at the Fortitude Valley Service Centre.

People can visit the Fortitude Valley Service Centre Monday to Friday, from 8:30 am to 4:30 pm. The Australian Taxation Office services currently offered at Brisbane myGov will continue to be provided at the South Brisbane Service Centre.