Post by mikey on Nov 12, 2014 11:02:46 GMT 7
TENS of thousands of pensioners and welfare recipients are being stung by high call costs to Centrelink, prompting the National Welfare Rights Network to call for a 1800 free-call facility for more people.
In a letter to Human Services Minister Marise Payne, the network notes with concern that the majority of lines used by the department’s clients are still ‘13’ listed numbers.
Centrelink’s two main lines, the self-service line and the reporting line, only offer a ‘13’ option. General inquiry lines for information about payments and services that are most frequently used do not provide a no-cost 1800 option.
These include lines for older Australians, those with a disability or sickness, carers, employment services, families and parents, and youth and students.
“With the number of fixed-line services dropping each year and mobile phones becoming the preferred choice of many people, it is important that DHS provide a 1800 Freecall facility for ‘13’ numbers,” the letter says.
“Telstra has announced it has removed call charges to 1800 numbers from Telstra mobiles. Traditionally, 1800 numbers have been free of charge from landlines.
“However, calls from mobile phones are generally charged at timed rates. This has led to many of our clients being saddled with unavoidably high costs while waiting for considerable periods when calling the Centrelink call network”.
The network urges the department to significantly expand access to 1800 free-call numbers for people seeking information about payments and services, to reduce call costs for millions of low-income and disadvantaged Australians.
“Our clients can spend significant amounts of money calling DHS, irrespective of the call-back and queuing options that are available,’’ the network says.
“For instance, some prepaid calls can charge $1.39 for a three-minute call.
“Even if a person manages to get through in 15 minutes, they will still be out-of-pocket by nearly $7 for the call.”
www.theaustralian.com.au/national-affairs/centrelink-call-waiting-racks-up-costs-for-poor/story-fn59niix-1227115242808
In a letter to Human Services Minister Marise Payne, the network notes with concern that the majority of lines used by the department’s clients are still ‘13’ listed numbers.
Centrelink’s two main lines, the self-service line and the reporting line, only offer a ‘13’ option. General inquiry lines for information about payments and services that are most frequently used do not provide a no-cost 1800 option.
These include lines for older Australians, those with a disability or sickness, carers, employment services, families and parents, and youth and students.
“With the number of fixed-line services dropping each year and mobile phones becoming the preferred choice of many people, it is important that DHS provide a 1800 Freecall facility for ‘13’ numbers,” the letter says.
“Telstra has announced it has removed call charges to 1800 numbers from Telstra mobiles. Traditionally, 1800 numbers have been free of charge from landlines.
“However, calls from mobile phones are generally charged at timed rates. This has led to many of our clients being saddled with unavoidably high costs while waiting for considerable periods when calling the Centrelink call network”.
The network urges the department to significantly expand access to 1800 free-call numbers for people seeking information about payments and services, to reduce call costs for millions of low-income and disadvantaged Australians.
“Our clients can spend significant amounts of money calling DHS, irrespective of the call-back and queuing options that are available,’’ the network says.
“For instance, some prepaid calls can charge $1.39 for a three-minute call.
“Even if a person manages to get through in 15 minutes, they will still be out-of-pocket by nearly $7 for the call.”
www.theaustralian.com.au/national-affairs/centrelink-call-waiting-racks-up-costs-for-poor/story-fn59niix-1227115242808
