MEDIA RELEASE - 2023 APS CENSUS RESULT: TOXIC CULTURE AT SERVICES AUSTRALIA EXPOSED

PAUL FLETCHER MP

Shadow Minister for Science and the Arts

Shadow Minister for Government Services and the Digital Economy

Manager of Opposition Business in the House

MEDIA RELEASE

30 November 2023

2023 APS CENSUS RESULT: TOXIC CULTURE AT SERVICES AUSTRALIA EXPOSED

The results of the Australian Public Service Employee Census 2023 have been released, with dysfunction, poor morale and hopeless communication exposed as common themes throughout Services Australia.

According to Services Australia’s Highlights Report, this key welfare agency has gone backwards on key performance measures, mirroring a similar decline in standards contained in the agency’s Annual Report 2022-23.

Shadow Minister for Government Services Paul Fletcher said the findings paint a grim picture of an embattled agency in serious need of leadership during a cost of living crisis.

“This extraordinary new report is yet further proof that Services Australia is in disarray under Labor,” Mr Fletcher said.

“Government Services Minister Bill Shorten’s hands-off approach is clearly not working, and he needs to show some leadership and take control of his agency.

“Some of these figures are hardly surprising given the series of problems that have plagued this crucial frontline agency.

“Under Labor’s watch, we’ve seen skyrocketing call wait times at Centrelink, massive blowouts in processing times for vital payments and staff striking.

“This is in addition to a jobs exodus, with 1000 specialist ICT jobs cut late last year and a major call centre contract with Serco abolished.

“If the staff members feel so disillusioned, then the customer service experience citizens have in dealing with Services Australia is unlikely to be positive.” 

The below table reveals some of the results of the Agency’s submission to the Census.

Media contact: William Sparling | 0416 628 276 | [email protected]