Upon reflection, I’m now wondering when Serco took over #Centrelink call centre operations? Based on a personal anecdote.....a thread. 1/6
My late parents were both age pensioners, worked hard their entire lives. Sadly my mother died about 10 months before my dad died. But I had two quite different experiences with Centrelink. I phoned them.....2/6
about a week after Mum died to notify them of her death (my Dad had dementia & couldn’t). I was so sad & I recall having a lovely conversation with the call centre staff member. She expressed her sympathy on our loss & explained......3/6
....what happened next. She was very kind & helpful. I recall thinking what great training Centrelink had done with their staff. But then my Dad died 10 months later. I was in a position to phone the day after he passed away, so I did. It was an important task. 4/6
My experience couldn’t have been more different. No sympathy or commiserations....just a gruff voice saying “you know if you don’t tell us someone has died that is illegal & you can be in trouble”. I do not normally deal with Centrelink & I felt they thought I was some....5/6
...kind of scum who given the opportunity, would bleed Centrelink dry. I said, “I’m phoning you the day after my father died...to tell you he died, is that not fast enough?” She said....’good, just as well, it’s very important’. 6/6
I feel so sorry for anyone who has to deal with them on a far more regular basis. Has it got any worse or is it better?
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