New data released today shows the Albanese Labor Government’s investments in frontline services are helping to deliver faster Medicare claims and more money back into families’ pockets sooner.
The results show sustained progress over the last 12 months following Labor’s decision to hire around 3,000 more staff at Services Australia to tackle increasing wait times in the wake of COVID-19.
The latest data shows these additional staff are helping make progress, with significant improvements in a number of areas including:
- PBS Safety Net claims are now processed within just one day on average, down from 146 days during the same period last year,
- Medicare Entitlement Claims are processed in 10 days, down from 119 days previously, and
- The wait time for Medicare rebates has dropped from seven days to just two.
Wait times have also continued to improve across most social security payments, including significant drops for paid parental leave (3 days down from 31 days) and the age pension (33 days down from 84).
These improvements have been achieved at the same time as staff managed a 550 per cent increase in emergency claims, with 8,000 Services Australia staff helping to deliver $285 million to Australians impacted by disasters such as the North Queensland floods and Ex-Tropical Cyclone Alfred.
The new performance data comes as the government seeks to outline its vision for improved service delivery over its second term by harnessing the digital transformation to continue delivering faster, more accessible services.
Services Australia began publishing quarterly reports on service delivery performance last year. You can find these on data.gov.au
Quotes attributable to the Minister for Government Services Katy Gallagher
“These new figures show that our government’s approach to rebuilding the APS and properly staffing our frontline agencies is shifting the dial in the right direction.
“Effective and efficient government services aren’t just nice to have, they’re fundamental to the role of government and how it supports everyday Australians.
“While there is always more work to do, these figures indicate real progress for families who are receiving their Medicare claims sooner, getting approved for the aged pension quicker, and are having their PPL applications processed faster.
“I am determined to use this new term to continue delivering improvements in government services and deliver better outcomes for all Australians.”
Service delivery performance data
| HEALTH WORK TYPE | AVERAGE PROCESSING TIME | ||
|---|---|---|---|
Start of 2024 (January – March 2024) | Start of 2025 (January – March 2025) | % change (Comparing January – March 2024 to January – March 2025) | |
| Aged Care – Customer | 51 days | 46 days | 9%🔻 |
| Bulk Bill | 4 days | 2 days | 43%🔻 |
| Medicare Eligibility and Enrolment | 64 days | 10 days | 84%🔻 |
| Medicare Entitlement Statement | 119 days | 10 days | 92%🔻 |
| Medicare – Patient Claims | 7 days | 2 days | 71%🔻 |
| Medicare Safety Net | 14 days | 5 days | 65%🔻 |
| PBS Patient Refunds | 139 days | 2 days | 99%🔻 |
| PBS Safety Net | 146 days | 1 day | 99%🔻 |
| Pharmaceutical Benefits Scheme | 6 days | 2 days | 66%🔻 |
| CLAIM | AVERAGE PROCESSING TIME | |||
|---|---|---|---|---|
Start of 2024 (January – March 2024) | Start of 2025 (January – March 2025) | % change (Comparing January – March 2024 to January to March 2025) | Key Performance Indicator (Performance target measuring how quickly and accurately claims are completed) | |
| Age Pension | 84 days | 33 days | 61% 🔻 | >80% processed within 49 days |
| ABSTUDY Schooling A | 17 days | 24 days | 44% ▲ | >70% processed within 21 days |
| Carer Allowance | 50 days | 13 days | 74% 🔻 | >80% processed within 49 days |
| Carer Payment | 76 days | 16 days | 79% 🔻 | >80% processed within 49 days |
| Child Care Subsidy | 23 days | 10 days | 56% 🔻 | No timeliness measure |
| Crisis Payment | 5 days | 1 day | 78% 🔻 | >90% processed within 2 days |
| Commonwealth Seniors Health Card | 50 days | 21 days | 58% 🔻 | >80% processed within 28 days |
| Disability Support Pension | 109 days | 44 days | 60% 🔻 | >80% processed within 84 days |
| Family Tax Benefit New Claim | 54 days | 9 days | 83% 🔻 | >80% processed within 31 days |
| Family Tax Benefit Lump Sum | 12 days | 4 days | 67% 🔻 | >80% processed within 31 days |
| JobSeeker Payment | 27 days | 10 days | 62% 🔻 | >80% processed within 16 days |
| Low Income Card | 68 days | 25 days | 63% 🔻 | >80% processed within 28 days |
| Paid Parental Leave | 31 days | 3 days | 90% 🔻 | >80% processed within 21 days |
| Parenting Payment Single | 66 days | 19 days | 71% 🔻 | >80% processed within 21 days |
| Parenting Payment Partnered | 73 days | 24 days | 67% 🔻 | >80% processed within 28 days |
| Youth Allowance Jobseekers | 28 days | 11 days | 60% 🔻 | >80% processed within 21 days |
| Start of 2024 January to March 2024 | Start of 2025 January to March 2025 | % change (Comparing January – March 2024 to January – March 2025) |
|---|---|---|---|
| Average Speed of Answer (agency wide) | 19:08 | 16:06 | 16%🔻 |
| Average Speed of Answer (Social Security and Welfare) | 28:38 | 23:31 | 18%🔻 |
| Average Speed of Answer (Health Customer) | 26:13 | 12:28 | 52%🔻 |
| Congestion messaging | 4,385,399 | 465,532 | 89%🔻 |