Child Care Subsidy claims processed faster, new performance data shows

Processing times for a number of the core functions of Services Australia have greatly improved following increased investment in service delivery, new performance data has shown. 

“Medicare, Centrelink and Child Support services are essential for families across the nation, but it’s no secret that accessing them was difficult due to lack of frontline service officers,” Minister for Government Services, the Hon. Bill Shorten MP said. 

“Our record investment of 3,000 extra staff means that in recent months the first task of lancing the 1.35 million claims backlog has been achieved.”

“Now, instead of keeping our heads above water against the huge demand, we can look to realising the full potential of Services Australia’s capability.”

The data, Minister Shorten continued, shows that the Government “has delivered on its promise to bring the humans back into human services.”

“Today, for the first time in the history of Services Australia, quarterly performance data will be released on a proactive and regular basis to ensure transparency and accountability to the Australian people,” he continued.

“As today’s data shows, thanks to these staff, the agency is now processing claims 60 per cent faster compared to the first 3 months of 2024.”

Paid Parental Leave claims are being processed 90 per cent quicker, taking an average of three days, while Child Care Subsidy (CCS) claims are being processed 70 per cent quicker, going from 23 days to an average of 7 days.

Since January, the agency has fielded nearly 37 million calls. The average wait time for Centrelink calls has dropped by 7 and a half minutes and congestion messaging has fallen by nearly 80 per cent.

“Getting on top of claims processing is vital to supporting Australians at their most vulnerable and through significant events in their life,” Minister Shorten said.

“I’m pleased with the progress being made but it doesn’t stop here. Publishing this data quarterly delivers on our promise for more transparency and helps the community understand the level of service being delivered.” 

The quarterly data reports can be found at data.gov.au/servicesaustralia