15 January 2018 – Clarification on number of calls waiting longer than one hour

Contrary to recent reporting about the number of calls to the Department of Human Services that took longer than one hour to answer, the department would like to clarify that of the 1.5 million calls to the department’s social security and welfare lines during November 2017, only about 47,000 calls took longer than one hour to answer. During the 2016-17 financial year, the average wait time for social security and welfare calls was 15 minutes and 44 seconds.