MEDIA RELEASE - CUSTOMER SATISFACTION LEVELS CONTINUE TO PLUMMET AT SERVICES AUSTRALIA UNDER LABOR

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

13 May 2024

CUSTOMER SATISFACTION LEVELS CONTINUE TO PLUMMET AT SERVICES AUSTRALIA UNDER LABOR

Customer satisfaction levels at Services Australia have plummeted under the Albanese Labor Government, with new figures revealing declining standards across the crucial agency’s service offerings.

From 1 July to 31 December 2023, customer satisfaction with the agency was 78.8, well below the target of 85.0.

The figures were obtained by the Opposition following a Freedom of Information request.

Shadow Minister for Government Services Paul Fletcher said the figures point to a dysfunctional agency under the leadership of Bill Shorten and in serious need of an overhaul.

“Government Services Minster Bill Shorten is responsible for this mess and needs to lift his game,” Mr Fletcher said.

“This problem can’t be solved just hiring more people. It requires across the board reform, particularly when it comes to investing in the digital services which underpin delivery.

“As the independent, expert-led myGov User Audit pointed out, a high quality ‘front door’ customer service experience must be matched with a corresponding focus on back-office capability and performance.

“I repeat my calls for there to be a root and branch review of Services Australia’s operations, to improve the agency’s performance.”

These figures follow last year’s results of the Australian Public Service Employee Census 2023, with dysfunction, poor morale and hopeless communication exposed as common themes throughout Services Australia.

The below table shows customer satisfaction rates at Services Australia by brand and channel from 1 July to 31 December 2023. The agency target is 85.

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