New operational data from Services Australia for April–June 2025 has revealed which Australians face the longest call wait times — and who gives up first.
Older Australians experienced the longest waits, averaging 36.5 minutes, while those needing support for disabilities, sickness and carers waited 36 minutes. Youth and student calls averaged 34 minutes, and aged care payment inquiries took about 23 minutes.
The highest abandonment rate — 28% — came from callers seeking aged care payment assistance. Across all categories, 12% of calls were abandoned, with Services Australia receiving 7.5 million calls in the quarter and almost 30.5 million in the 2024–25 financial year.
While wait times have improved since last year — when some categories averaged 52 minutes — critics argue that more progress is needed. Services Australia general manager Hank Jongen said the agency has cut claim processing times, reduced congestion messaging by 80%, and introduced callback services, online booking, and better call routing to minimize delays.
Community welfare groups argue that long waits cause stress for vulnerable Australians, particularly pensioners and carers. They are urging the federal government to increase staffing levels and expand digital self-service tools to reduce pressure on phone lines.
