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Centrelink call wait time quirk explained

2 March 2017
9 News

Have you ever wondered how Centrelink's average call wait times are so low, despite regular accounts of people languishing on hold with the welfare agency?

If a call is answered, and then transferred to another operator, the wait time is wound back to zero.

"A transfer to a new line becomes a new inquiry, and as such, the clock would start again," Human Services staffer Barry Jackson told a Senate estimates hearing in Canberra on Thursday.

"It becomes a new call coming into the system."