On the rare occasions when I have attended a Centrelink office I have usually had to wait 20 minutes to half an hour in the front inquiries queue to get service. That time can extend to longer periods if the matter requires attention by a Centrelink officer and he/she needs to take details.
During these periods I have had an opportunity to observe Centrelink staff as they wander through the office chat-chatting to other staff, doing minor tasks like photocopying etc. The atmosphere has always come across as third world siesta, slovenly or apathetic, as though this is "the end of the line" for staff; and that the heart simply wasnt there for the job at hand anymore. On one particular occasion, when speaking to a Centrelink officer, I had him openly speak against another Centrelink employee whom I had had business with just a shortime earlier as if the man was a retard or something. I was quite offended. The first guy had been slow but he had been pleasant.
In a recent discussion with a friend who has worked for the Department of Social Security/Centrelink for over 20 years he says he really believes that the long queues and the long waiting waiting times on the telephones, up to three hours at times on certain inquiries, are part of a "quiet" Centrelink plan to so frustrate the unemployed and the pensioner that they simply give up and seek out other ways of dealing with their problems, including charities like St. Vincents and the Salvos.
Personally I would like to see a major public inquiry into Centrelink management.
With so many people having to fall back onto welfare these days we really need a speedy and an effecient service. Keep the people happy Centrelink. Get help if you need help. Third world siesta...hmmmmm.

Gibo, combine fairly low wages with dealing with people who mostly want to complain about something or other (whether you as an individual have any control over it or not), and you end up with pretty dreary work environment. I'm not surprised that many centrelink staff are not highly productive employees. The work environment is not one that fosters job satisfaction. Even with a fun and healthly work culture you'd still be faced with dealing in many cases with the dregs of society, and that can be pretty depressing in itself.

On a lighter note, there are a few absolute gems within the Centrelink system. One lady in particular I have a lot to do with in a work context, and she is worth her weight in gold: pleseant to talk to, understanding of complex situations, and does her best to help you round some of the limitations of the system. She is not the first that I have come across like this, but a great example of how helpful centrelink staff can be. Granted she works with mainly business customers who often dont qualify for assistance, so she has most contact with go-getting type people rather than dole bludgers, but its still a refreshing change.

I have had a mixed bag when it comes to Centrelink and in NZ, the equivalent is the now 'Wins' where they have grouped a few services together under the one roof. Many years ago and when I so desperately needed service (NZ), I was very nervous about approaching welfare. One person advised me to go in and imagine the staff as all being naked; that somehow 'humanised' them and it worked. I wasn't as nervous with that thought!

As an Australian born New Zealander, I came back to live in OZ, 2007. Didn't I have trouble getting any type of assistance. I wasn't on a NZ passport BUT had been in NZ since age 4. I had to prove to them at welfare I had some continuous time in Australia. I had to contact Tasmania and find records of my parents on the electoral rolls, my shots as a kid, anything that could prove it. I even had my one way airline ticket from 1966 lol. Proving it didn't happen overnight and I had a broke time of it with money but I eventually got a pay check from my nursing job and eventually a welfare payment came through )New Start). Ought to be called 'better late than never start'. Not after a lot of anguish. I 'allowed' a few payments to go through so to get back the dollars spent in calls, my time and the anguish of newly immigrating without help from my own birth country.

The system is not perfect but the main problem is that people view welfare as their right rather than a privilege. I have a daughter at uni who relies on Youth Allowance and so I have had to deal with the bureaucracy which can be frustrating. Whenever I get frustrated I just remember that the money the Government is giving my daughter in order to study is a great blessing. The moment I think it is a right I get annoyed. We are very blessed to have the numerous safety nets we have.

Runner
Well said. Its good to know someone has some morals respect and appreciates it instead of the awful ungrateful attitude by many.
We need more children of parents like you.