Rural servicesCentrelink has a strong focus on improving the quality of service delivery to customers, particularly to people living in rural and regional Australia. Centrelink has actively sought the views of community, private organisations, government agencies and customers regarding services to rural and regional Australia. As a result, Centrelink is implementing a rural strategy that focuses on addressing the service delivery needs of customers who do not have a Centrelink Customer Service Centre nearby. Centrelink has continued to expand its rural network and established many new and enhanced servicing arrangements, including Rural Services Officers (RSOs), mobile offices, additional Centrelink Agents & Access Points, visiting services, strengthened partnership arrangements with State/Territory Governments and maintenance of two dedicated Rural Call Centres. On this page
Rural Services Officers (RSOs)Centrelink has a network of specialist Rural Services Officers (RSOs) located throughout rural and regional Australia who respond to the needs of rural communities and enhance awareness of, and access to, Centrelink programs and services as well as making referals as appropriate to other service providers. To contact or make an appointment with a RSO please call the Australian Government drought assistance line on 13 2316. [ return to top ] Centrelink Agents & Access PointsCentrelink has a large network of Agents & Access points who are contracted to provide a variety of services on Centrelink's behalf. [ return to top ] Partnerships with State/Territory GovernmentsCentrelink has established partnerships in rural Australia with several State/Territory Governments including Tasmania where we operate agent services out of more than a dozen Service Tasmania sites, a number of New South Wales Government Access Centres, some Queensland Government Agent Program locations and also the Local Governments of Northern Territory. In addition we have a very strong presence in upwards of 50 West Australian Government Telecentres from which access point services are primarily delivered. [ return to top ] Rural Call CentresCustomers in rural Queensland and South Australia enjoy access to a tailored telephone service provided by two specialist Rural Call Centres. Staff employed in these Rural Call Centres (Maryborough, QLD and Port Augusta, SA) primarily come from the local region so have a greater knowledge of and empathy for the needs of rural customers. The Rural Call Centres aim to provide services to customers over the phone that overcome the effects of distance, isolation and other disadvantages faced by rural people otherwise having to use urban-based call centre facilities. They also improve rural customer satisfaction with service provision, and importantly, locate services and deliver jobs in regional Australia. Rural customers in the dedicated catchment areas still call their normal Centrelink 13 number, but their calls are answered by specialist trained staff in the Rural Call Centres. [ return to top ] Mobile officesCentrelink currently has two mobile services that are are fully operational offices that travel to and service rural and remote communities. They are currently supported by Centrelink and Medicare staff and facilitate direct access to our services to people who generally can't visit our service centres. People are able to speak to someone about the assistance available, including specialists like RSOs and social workers.
View Australian Government Drought Bus and Murray-Darling Basin Drought Bus to find out more. [ return to top ] Specialist assistance linesCentrelink Drought Assistance hotline 13 2316. Murray-Darling Basin assistance and referral line Freecall™1800 050 015. [ return to top ] More information
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