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Post by Banker on May 10, 2012 13:39:12 GMT 7
A caller to the 891 Morning Show wanted to tell us about their experience of calling Centrelink. They weren't happy that they had to wait 90 minutes before finally speaking to a Centrelink employee. Clearly it's not acceptable to have to wait so long, so we invited Centrelink's Human Services Portfolio General Manager, Hank Jongen to explain what happened and how the situation might be avoided. You can listen to the audio by going to the link: blogs.abc.net.au/sa/2012/05/hank-jongen-centrelink-values-your-call.html |
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Post by anotherdsp on May 10, 2012 13:51:50 GMT 7
yeah my lastest online letter,told me how they value our feedback on their online services,obviously they didnt read my suggestions??LOL
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Post by Banker on May 11, 2012 6:42:05 GMT 7
Callback services leave customers hangingCUSTOMERS keen to avoid marathon phone queues are being left hanging as promised callbacks never eventuate. Sign up for your free 2 month trial A week-long Public Defender investigation has found routine breakdowns when such services are requested. Of a dozen companies tested, just one returned all five callback requests and left messages. Two failed to leave any messages whatsoever. Customer Service Benchmarking Australia managing director Paul van Veenendaal, whose research firm conducted the tests, said the results were a wake-up call for companies. "While it is a great initiative to provide the option for callback, companies risk alienating customers even more when they set an expectation like this and do not meet it," Mr van Veenendaal said. Public Defender had a callback requested online for existing or prospective customer inquiries over five weekdays. AGL and Centrelink did not leave any callback messages.
Department of Human Services general manager Hank Jongen said Centrelink had returned calls within six working days, but could not leave messages for privacy reasons as no name or email was left.
An AGL spokeswoman said its callback service was no longer operating, and online forms directing customers to use it were amended after Public Defender's calls. They are now told to call direct. "We do apologise to any customers who were inconvenienced." www.heraldsun.com.au/news/more-news/callback-services-leave-customers-hanging/story-fn7x8me2-1226352473172
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Post by Banker on May 11, 2012 6:49:15 GMT 7
Back in 2008 I was promised a phone call from a C/L employee about an appointment with a social worker, I remained in Australia for another month but NO CALL.
Last year I received my file from FOI and wait for it.
It says we Phoned Mr Banker and explained that the Social worker could not help him and was too busy.
This was total bullshit as I never received anything from C/L or a Social worker.
This is just one of the reason I urge our members to apply for their file with FOI.
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Post by spaceyone on May 11, 2012 8:39:42 GMT 7
This is a good topic to have bought up, my good friend Banker.  We suggest that people request a copy of their file, and check out what C/L employees have been doing behind our backs, and to check the integrity of their decision making processes. But what happens when you do find false entries recorded onto your file? In my own case, whenever head office checked my records, after my complaints, all seemed to be above board. I, however, had been easily able to see where truth had been twisted and distorted, false information recorded and where Centrelink had pretended to have done their job, when they had not. The online FOI form has a component to make a request to make changes to your records. That is what I spent a week doing recently. You simply select the option to 'change' a record, select that it is misleading or incorrect, nominate the record you want changed, and write in the text you want added to the record. The man processing mine was amused the first time he rang me about it. A bit more serious the next, and finally tried to deter me from making one entry, because he could see the pattern emerging. The next time head office checks my records, they will see all of these annotations I have made, and the records now support my story, and highlight the games that C/L staff played with me, my payments and the family they destroyed. I recommend we all do this. FOI requests seem to be processed by lawyers, who would specialise in social security law, and therefore they are also easily able to see the corruptions committed by their own staff members. Maybe one of them will have enough integrity to start dobbing on the C/L cheaters. Also, any online feedback comments you leave on the Centrelink website, are added to your records and are available for their staff to look at, while accessing your records. LET THEM KNOW THAT WE ARE SICK OF BEING TREATED BADLY. |
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Post by Banker on May 11, 2012 8:48:55 GMT 7
I look forward to having a few coffee with you again just so we can talk about those Bastards at C/L, I bet their ears were burning last time.  |
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Post by spaceyone on May 11, 2012 9:39:27 GMT 7
I look forward to having a few coffee with you again just so we can talk about those Bastards at C/L, I bet their ears were burning last time. Lol, shame they didn't ignite . Coffee will have to be in your country next time Banker, we won't be able to afford one in Aussie soon, even if there are any coffee shops even left open. I like the idea of us all boarding a rusty boat and heading for Christmas Island, to make our stand! Once there, I might swim to Indonesia. |
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Post by latindancer on May 11, 2012 13:24:27 GMT 7
That would indeed be an amusing twist on things  |
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Post by lynne on May 11, 2012 18:49:38 GMT 7
What boat? When is it leaving. Where do I get a ticket.
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