The good news about Centrelink is that, as an agency of Services Australia, it is held accountable. The mechanism by which this occurs is through frequent Senate Estimates Committees which scrutinise Centrelink performance and its key indicators. This scrutiny is important as Services Australia receives $5.6 billion to manage the timely payment of support to many millions of Australians in need.
Here’s a brief snapshot of the magnitude of the task it faces, from its most recent annual report (for the financial year 2022-2023):
$5.6 billion budget
$140.3 billion in Centrelink payments made
9.5 million (Centrelink) customers
41.3 million calls received
10 million face-to-face interactions