We wanted to provide you with an update on the current delays being experienced with Centrelink requests. We understand the frustration that can arise from such delays and want to assure you that we are doing everything within our power to expedite the process for you. We greatly appreciate your patience and understanding as we work through these unprecedented circumstances.
The Current Situation
Centerlink are currently facing a unique set of challenges. The combination of increased demand for services and a shortage of staff has led to a significant backlog in processing requests. This backlog has, unfortunately, resulted in delays that have impacted many clients, and we sincerely apologise for any inconvenience this may have caused. Centrelink have advised us that unless the request is classed as a hardship case, it will be processed in ‘due course’.
Our Approach
At VWM we want to emaphasise that we are not immune to these challenges. The channels we use to follow up on requests are the same channels available to you. We experience long wait times, usually in excess of an hour. Often, we are unable to get through at all, even when we start calling from 8am.
Your Patience is Valued
We understand that waiting for a resolution can be frustrating, especially when the matter is time-sensitive. We recognise that each request represents a unique circumstance, and we are committed to providing personalised attention to ensure the best possible outcome for you.
What You Can Do
While we are diligently working to address delays, there are a few steps you can take to help us with the process:
- If we are registered as your nominee for Centrelink, we receive a copy of all paper-based correspondence, however, we do not receive any electronic communications you receive, including emails, text or MyGov messages. If you receive correspondence electronically, please notify us at your earliest convenience.
- If there are any significant changes to your bank balance, please advise us at your earliest convenience. We are able to make these changes on your behalf through our Business Portal, however, Centrelink will require copies of statements showing the relevant transactions (for significant deposits and withdrawals which might arise, eg. sale or purchase of vehicle, caravan, investment property, etc)
- Bring in current bank statements, sale contracts, share transactions, etc when you come in for your annual forward planning meeting.
Moving Forward
As we work through these challenges together, please know that your satisfaction remains our top priority. We are committed to maintaining open lines of communication, keeping you informed about the progress of your requests and doing everything within our capacity to minimize the impact of these delays.
