Category: On the record

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.

14 September – Correction of reporting in the Ballarat Courier

The Ballarat Courier (‘Robo-debt’ hits city hard, p9, 14 September) published incorrect statements about the Commonwealth Ombudsman’s Report into the Department of Human Services’ Online Compliance Intervention.

Reporting suggested acting Commonwealth Ombudsman Richard Glenn “found the program had a ‘profoundly negative impact on the lives of thousands of Australians’”.

This is incorrect.

The department requested a correction which was printed in the 15 September 2017 edition.