Services Australia’s recently released 2022-2023 annual report shows just how bad things are at the agency under Bill Shorten’s leadership.
The table below highlights key data from the report:
| 2021-2022 result | 2022-2023 result | Change under Labor | |
| Customer satisfaction | 82.1 per cent | 80.2 per cent | Down 1.9 per cent |
| Customers served within 15 minutes | 68 per cent | 60.8 per cent | Down 7.8 per cent |
| Work processed within timeliness standards | 84.4 per cent | 68.7 per cent | Down 15.7 per cent |
| Call wait times | 55.9 per cent of customers who called the Social Security and Welfare phone line were answered within 15 minutes | Only 36 per cent of customers who called the Social Security and Welfare phone line were answered within 15 minutes | Down 19.9 per cent |
“This data shows Services Australia has scored an ‘F’ across a range of key performance targets,” Shadow Minister for Government Services and the Digital Economy Paul Fletcher said.
“This agency desperately needs a leader who gets up every morning with a relentless focus on customer service. Bill Shorten is clearly not such a leader.
“The Coalition will be probing the government on these matters at today’s Senate Estimates hearing. Australians deserve answers and the agency’s performance needs to be put under the microscope.”