Centrelink Avg Call Wait Time — methodology

What this metric measures

Average wait time for calls to Services Australia (Centrelink) phone lines.

Why it matters: Call wait times are a direct measure of government service quality. Long wait times frustrate citizens and delay access to entitlements.

Source & provenance

Publisher

Services Australia Service Delivery Quar

Update frequency

quarterly

Licence

CC BY 4.0

Visit publisher page →

How the score is computed

The score is a 0–100 normalisation of the latest observation, compared to a baseline window. The traffic-light rating (RAG) reflects both the absolute level and the recent trend.

Direction

Lower is better

Trend window

60 months

Baseline

Last 10 years

{
  "red_min_pct_of_baseline": 110,
  "amber_max_pct_of_baseline": 110,
  "green_max_pct_of_baseline": 95
}