New figures have revealed Services Australia kept close to 2 million customers on hold for longer than an hour during the last financial year, with the Opposition now calling for Government Services Minister Bill Shorten to perform an urgent overhaul of the service.

1 in 5 Australians calling the Social Security & Welfare Line were stuck on hold for more than 60 minutes between 2023-2024, and 30% of customers calling the Aged Care Line were forced to hang up before they were able to speak with someone due to the exorbitant wait time. 

Shadow Government Services Minister, Paul Fletcher spoke to Luke Grant, to advocate for a return to outsourcing Services Australia call centre staff, which historically has been more efficient, and for greater investment in creating a more dynamic and comprehensive online service.