Consolidating Centrelink and Medicare services in Townsville

From 2 July 2018, staff and services from the Townsville Walker Street Service Centre will consolidate into the Townsville Ross River Road and Townsville Willows Service Centres to provide more comprehensive support for residents from these locations.

Department of Human Services General Manager Hank Jongen said existing services at Walker Street are primarily digital and customers requiring more complex support have always been directed to these nearby service centres.

“The Townsville Service Centre has also seen a 30 per cent reduction in customer foot traffic over the last few years, partly due to the increased uptake in digital services,” Mr Jongen said.

“More and more people are choosing to do their business online.”

As leases come up for renewal, the department takes the opportunity to review its servicing options to ensure it continues to keep pace of the changing needs of the community, while also delivering value for the taxpayer.

Townsville Ross River Road Service Centre and Townsville Willows Service Centre already offer combined Centrelink and Medicare face-to-face service and the consolidation will boost the resources available at these two locations.

Providing services to the community is a high priority and the consolidation of services, skills and staff will ensure a better customer experience Townsville residents.

The Department of Human Services is consulting with local stakeholders in the community about this change.