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Centrelink Call Centre Performance

Centrelink Call Centres respond to over 30 million calls each year. This is an average of over 84,000 calls each day. The graph below illustrates the number of calls we responded to for each month of the 2006-07 financial year.

Number of calls responded to for the 2006-07 financial year:

a graph showing the number of call successfully answered and answered by Centrelinks Call Centre network

Successful calls include automated answers and Answered calls are calls where we have spoken to you.

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Call Centre wait times

Under the Centrelink Customer Service Charter, Centrelink Call Centres have a target to answer 70% of calls within 2.5 minutes. The information below shows how we performed last year as well as the latest information we have for the last week.

The percentage of calls answered within 2.5 minutes:

  • for the financial year 2007-08 = 71.1%
  • for the financial year to date 2008-09, as at 31 October 2008 = 66.7%

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