Latest news with #Centrelink
Sky News AU
6 hours ago
- Sky News AU
'Systematically not helping people': Former Centrelink employee lifts the lid on workplace 'bullying' and department's failure to help customers
A former Centrelink employee has lifted the lid on how government departments in Australia refuse to help people and perpetrate bullying in the workplace. Estelle Landy worked for Centrelink for more than 13 years, where she claimed customer service agents commonly refused to help customers when they could and often encouraged them to take the long and difficult road themselves. She took to TikTok recently and said she was "disgusted" to have witnessed a similar scenario unfold at the government department of Births, Deaths and Marriages. "So I just went to the Births, Deaths and Marriages' 'agent' to get help with getting my mum's death certificate," Estelle said in a video. "And I watched them systematically not help people in the job that they're supposed to do, by sending them online and not taking their documentation over the desk. "To the point where the guy beside me, I could see how upset he was, I stepped in and said 'hang on, but you can do that on his behalf'". Estelle said the agent responded: "'Oh yeah, we can'". "I'm like, 'why did you just tell him that he has to go home and do it?'." Frustrated on behalf of the disgruntled male customer, Estelle said the agent was sending him home only to have to come back again. She said the employee had the power to save him the trouble and complete his request all in one day, but chose not to. "Like it's a f****** joke the way people don't want to help, especially when that's their f****** job." People in the comments largely attested to Estelle's experience, with one people who claimed to know a former Centrelink employee saying workers were urged to cause as much havoc as possible for customers. "My friend's son got injured at work and ended up working at Centrelink as an interim job," they said. "He was told to make life as difficult as possible for everyone." Another viewer said they were receiving Centrelink benefits years ago and went into a centre where they were turned away and told to call back. "I was like, this is why I'm here, because I can't get through," the person said, adding to the pile of claims that employees do the bare minimum. "Centrelink needs a major investigation with other major services," one more person said. In a separate video, Estelle said the toxicity at government agencies is more prevalent among employees, with top management the ring leaders. The former Big Brother Australia contestant claimed she was bullied by upper management while suffering from carpal tunnel syndrome. Estelle said she was driven to leave the public service sector after one of the top bosses allegedly "forced" her to use a keyboard, which further damaged her already hindered mobility due to the excruciating condition. "The s*** that they put me through was ridiculous," she said. "So I had a very serious injury where my hands stopped working, and it was like two years. "I'd have documentation saying I needed lighter duties. "I had this one b**** who forced me to go back and use a keyboard when I had carpal tunnel." Estelle said in a week of using the keyboard, she went from not being able to use one hand to both limbs being completely disabled. "But, she just made my life hell in all these other ways as well," she said. "When my nan died, which was around the same time, she made me bring in a f****** book from the funeral to prove that she died. "What the f*** is wrong with people, and this was a government agency. "And I can tell you, these bullies don't get fired, they get promoted." In a statement to a Services Australia spokesperson said, "If a staff member has concerns, the agency has policies and processes in place to address any instances of inappropriate workplace behaviours. "This includes a dedicated team staff can contact for support if they experience or witness bullying and inappropriate behaviour. "We also have an Employee Assistance Program that staff and their immediate family members can contact for support." It comes as Australians are struggling to navigate Centrelink and Medicare and are frequently unable to get through to an operator. Services Australia, the governing body responsible for Centrelink and Medicare, received 7 million unanswered calls in 2023. Services Australia recruited 3,000 more staff to combat the delays. However, front-line workers said it would be months before the move resulted in any relief for workers facing the pressures from understaffing. "The pressures are absolutely crazy. It's like you're holding your breath all day long," one worker from a Western Sydney Centrelink branch told ABC. has contacted Ms. Landy for further comment.
Yahoo
8 hours ago
- Business
- Yahoo
Smiling billionaire spruiks AI as CEO fires 150 workers over video in scary digital revolution
Australian tech company Atlassian has cut 150 staff members in a pre-recorded video message delivered by co-founder and CEO Mike Cannon-Brookes early this morning. Customer service and support roles will be impacted in the cuts, with some of their tasks now set to be done by artificial intelligence (AI). The startling video message came hours before co-founder and billionaire Scott Farquhar heralded Australia's AI revolution in an Australian Press Club address. The former co-CEO said Australia needs to let go of "jobs from the past" and said those impacted by shifts can lean on the nations "very strong social safety net". The duo founded the software company Atlassian in 2002 and have been labelled Australia's first tech billionaires. RELATED Commonwealth Bank axes Aussie jobs as 'human cost' of AI revolution exposed Centrelink pension warning for 4.3 million Aussies facing super nightmare Australia's 'ancient enemy' returns sparking major Centrelink warning Cannon-Brookes sent the video to impacted staff on Wednesday morning, with the title 'Restructuring the CSS Team: A Difficult Decision for Our Future'. Employees weren't told about their jobs before the announcement and reportedly had to wait 15 minutes to find out their fate over email before their laptops were immediately blocked. Atlassian declined to comment when approached by Yahoo Finance but confirmed it had made the 'hard decision' to let a small cohort of customer service and support employees go. The company did not reveal where the workers were based. It's understood the decision was made following improvements to customer experience across the company's platform and tools, which meant there was a significant reduction in support needs. It has disputed the claim that the jobs will be 'replaced by AI'. According to The Australian, Cannon-Brookes told affected staff the company's customer service team had become a victim of the business's broader success. Larger clients had been moved off the older software platform and into the cloud, reducing the volume of complex support tasks required. He noted future complaints would more likely be treated in part with AI. Staff members are expected to receive six months pay. It comes as Commonwealth Bank revealed it would be axing 45 roles in its customer call centres, citing AI as the reason behind the cuts. The bank introduced a new chatbot system to answer customer inquiries in June and said it had reduced the volume of calls by 2,000 a week. 'I worry about jobs of the past': Atlassian co-founder spruiks AI The lay-offs came the same day as former co-CEO and co-founder Scott Farquhar spruiked the benefits of AI to the National Press Club. He expressed concerns about not finding a way to evolve with new technologies and said Australians can lean on government support while "re-skilling". "I do worry if, as a nation, we want to stick to and have jobs of the past," Farquhar said on Wednesday. "That is not a good plan for us." The billionaire co-founder warned: "There will be job changes across the industry as a result of this". 'In these times or any time we should be helping our employees to make the transition bracket at company level but also at a national level," he said. 'Particularly in Australia, I feel very privileged and blessed that we live in a nation that has a very strong social safety net and very strong skill and opportunities for our people to re-skill into new areas. "Every nation in the world will go through the same thing and compared to other nations and I think we're well placed for that.' Farquhar, who stepped down from his role last year, called for the government to enable the construction of more data centres in Australia and renewable energy to power them. He said Australia had an opportunity to become a major regional centre for AI infrastructure by housing data centres. Speaking on ABC Breakfast this morning, Farquhar also said every company should be embracing AI. 'Every person should be using AI daily for as many things as they can,' he said. 'Like any new technology, it will feel awkward to start with, but every business person, every business leader, every government leader and every bureaucrat should be using it.' Unions push for tougher regulation on use of AI Earlier this year, technology sector union Professionals Australia reported an influx of workers from the multi-billion dollar industry joining amid AI-fuelled "uncertainty" about their job security. Yahoo Finance have contacted Professionals Australia for comment. Following the announcement of dozens of Australians losing their job to AI automisation, the Finance Sector Union (FSU) said the use of new technology must be done in partnership with workers, not at their expense. 'There is a human cost to this. You can't just replace frontline jobs with a voice bot and expect the same service for customers," FSU national secretary Julia Angrisano said. The Australian Council of Trade Unions said it would use next month's Economic Reform Roundtable to call for a new set of mandatory enforceable agreements that would force employers to consult with staff before new AI technologies can be introduced into workplaces. Employers would be required to reach agreements around guarantees for job security, skills development and retraining, transparency over technology use, privacy and data collection and use protections. 'We can realise the potential productivity benefits of AI while protecting the Australian fair go in the AI age,' ACTU assistant secretary Joseph Mitchell said. 'But we can't wish away the major disruptions and social risks that the bad use of AI and other new tech poses, through massive job losses and the theft of creative and intellectual property by big tech companies.'
Yahoo
10 hours ago
- Business
- Yahoo
ATO warning as common mistake costs Aussies $7 billion: ‘No chance'
Australians have started lodging their tax returns for the 2025 financial year and some have been left disappointed with their refunds, or lack thereof. While you might not be able to change the result of your return, there are some ways to set yourself up for the upcoming year and potentially pay less tax. H&R Block director of tax communications Mark Chapman told Yahoo Finance the biggest thing Aussies should be doing now is getting into the habit of keeping good records. Lost receipts are estimated to cost Aussies around $7 billion in unclaimed tax deductions each year, Intuit QuickBooks research found, or around $341 each. 'If you think you can claim it, or even if you're not sure, keep the invoice or receipt. If you lose it or throw it out now, you have no chance of making the claim in your tax return this time next year,' Chapman said. RELATED Major ATO tax penalty change following debt crackdown Centrelink pension warning for 4.3 million Aussies facing super nightmare Australia's 'ancient enemy' returns sparking major Centrelink warning Chapman urged Aussies to file their invoices and receipts properly and use technology to their advantage. 'Take a photo of each one with your smartphone and store them safely online. Modern paper invoices and receipts fade fast, so by next July that taxi receipt you kept could be just a blank slip of paper,' he said. The ATO app has a myDeductions tool you can use to keep your records in one place, while H&R Block's Receipts Hub app is another option.'There are lots of apps on the market which allow you to record tax-deductible expenses as you go and even store the receipts,' Chapman said. 'Using an app will reduce stress next tax time and may well reduce the fee you have to pay to your accountant.' The federal government has promised to introduce a $1,000 instant tax deduction from the 2026-2027 financial year with no receipts needed. But this is not yet law and won't apply to this current financial year. Common tax deductions Aussies can claim Chapman said it was important to keep documents like payslips, receipts for work-related expenses, bank statements, logbook entries and summaries of payments throughout the year. 'If you have spent money on something as part of your work, and you have the paperwork to prove it, claim it,' he said. "You can only claim what you've spent. So don't inflate deductions in order to get a bigger refund and only claim for costs you can prove you spent by producing an invoice, receipt or bank statement." Here are some common deductions you may be able to claim: Costs of using your own car for work, not including driving to and from work Costs of travelling for work if you are required to work away from home, such as spending money on meals and accommodation Costs of tools and other equipment, such as tools for tradies, a laptop for an office worker or a handbag or briefcase to carry work papers. Items costing $300 or less will be deductible immediately, while those over $300 will be deductible over several years You'll need to save your documents and receipts for the full five years required by the ATO.
Yahoo
12 hours ago
- Business
- Yahoo
Major bank's 'deliberate' $55 million move as Australians rage over cashless shift
NAB is making a 'deliberate' investment in its bank branch network, pouring $55 million into upgrading nearly 150 branches. The move comes as banks increasingly move to shut their branches as Aussies choose to do the majority of their banking online and switch to cashless transactions. The Big Four bank has upgraded 100 branches across Australia since October last year, with 82 of these branches located in regional Australia. The bank said the upgrades were 'just the beginning', with 47 additional branch upgrades due by October. NAB retail executive Paul Carter said the investment was a 'deliberate move to restore belief in the value of retail banking'. RELATED Bendigo Bank customers fight against branch closure amid cashless revolution Centrelink pension warning for 4.3 million Aussies facing super nightmare Australia's 'ancient enemy' returns sparking major Centrelink warning 'We're not just giving our branches a facelift – we're investing in the people and places that make NAB what it is,' he said. 'These upgrades are about making banking easier, more personal, and more connected to the communities we serve. 'We see branches as community anchors, and we know that when it comes to major financial decisions, many people still want to sit down and talk to someone they trust.' Greensborough in Melbourne's north-east is among the branches to be upgraded with a new layout, improved accessibility and spaces for customer conversations. Branch manager Tawfick Abdel-Khalik said the bank had been in the community for more than 50 years and the refresh was aimed at showing that it planned to stay 'for the long haul'. 'When customers walk in and see the effort we've made, it sends a clear message: NAB is committed to this community and to providing the best service we can,' he said. The move comes after NAB introduced Saturday trading in November and increased the number of branches offering it to 29 in numbers drop across the country Australia lost 230 bank branches across the country in the 2024 financial year, according to the latest APRA data. That brought the total number of branches closed to 1,615 over the last five years. The Big Four banks closed 190 branches among them, with ANZ, NAB and Westpac branches dropping 11 per cent. Commonwealth Bank, who has come under fire for axing dozens of call centre roles in favour of AI, saw its branches fall by a smaller 4 per cent during the year. The federal government struck a deal with the major banks in February this year to keep their regional branches open until at least mid-2027. But not every bank has agreed to the moratorium, with Bendigo Bank recently confirming it would shut 10 branches from August due to "evolving customer preferences, a reduction in business activity and an increase in costs". This will leave some regional communities, like Queenstown in Tasmania, with no bank at all. Resident Janet Lay told Yahoo Finance she was "absolutely furious" when she found out about the Queenstown closure and said it meant locals would have to drive two hours to their nearest branch. Lay said she, like many others in the community, preferred to do banking in person and still transacts predominantly with cash. "[There's] a lot of frustration in the community. A lot of upset people, a lot of anxiety about how they're going to manage their banking moving forward. So it's not just a financial impact, it's the personal wellbeing of community members and businesses," she said. Aussies switch to digital banking and cashless transactions The Australian Banking Association found 99.3 per cent of customer bank interactions now occurred via digital channels, with bank branch interactions dropping 51 per cent since 2019. Cash withdrawals have dropped 9 per cent every year since 2019, with mobile wallet transactions surpassing ATM withdrawals more than 10 times by volume. ABA CEO Anna Bligh said the country was undergoing a 'massive transformation' in how people banked. 'More and more Australians are jumping online to do their banking. Digital options are reshaping how people interact with their bank and manage their finances,' she said. Despite this, she noted banks had more than 3,300 physical branches available across Australia and would continue to support access to cash for Aussies who wanted to use in to access your portfolio
Yahoo
18 hours ago
- Business
- Yahoo
Major Centrelink warning as Australia's 'ancient enemy' returns
The ancient enemy is coming back again. Long-term unemployment. As our economy weakens, more and more people are spending longer and longer looking for jobs. Australia recently passed an unenviable milestone. The number of long-term unemployed – those looking for a job for over a year – is now higher than the number of short-term unemployed - those out of work for four weeks or less. RELATED Young Aussie 'gives up' after nearly 100 job rejections Centrelink pension warning for 4.3 million Aussies facing super nightmare Rare 50 cent coin sells for $3,050 due to 'unique' reason As the next chart shows, long-term unemployment had been below short-term unemployment for the last few years, following the economic surge in the pandemic. But now the orange line is snaking back above the blue unemployment can be seen as a normal, natural thing. It is fine for someone to hunt for a job for a few weeks, shaking the great sifter of the job market until it shows a shiny new job to them, one they really want. If your job is seasonal – events, movie-making, etc – then you might find yourself looking for a job often. It happens to people who think they have stable employment too. Your firm can go broke, your project can cancelled, you can be made redundant, etc. And you need to look for a job. That's life. While you're hunting for one, you count as unemployed. Where unemployment becomes a problem is when you can't find the next job. When that period out of work turns from weeks to months to years. That is when 'funemployment' stops being fun. The effects of long-term unemployment on the person experiencing it are well-known. It takes years off your life while decimating your mental health. Long-term unemployment hits us all It is also bad for the economy. The economy is made up of people and their skills. When people are out of work for a long time their skills weaken and wither. Someone who has not had a job for ten years doesn't know half the new tools people are using in the office, doesn't know the safety rules on site, etc. Even if they were once a hotshot they need training now. This adds up. If enough people become long-term unemployed our economy grows even weaker, because we lose those skills. They call this 'hysteresis' and it's a compounding effect in a weakening economy. Not to mention the fiscal cost. There are 800,000 Aussies on the Jobseeker payment, about 54 per cent men. Jobseeker is worth $781.10 a fortnight, with adjustments depending on your circumstances. It's important to remember that not all unemployed people are on Centrelink, and not all people on Jobseeker are unemployed. Some of the people receiving the payment are in work – about 20 per cent earn money - but at levels where their payment is reduced rather than cut off. Meanwhile there are about 600,000 unemployed people, not all of whom get the payment. Some are too young to get Jobseeker, others are unemployed too briefly to bother applying, and others would not qualify by virtue of their own or partner's income, etc. As the Reserve Bank of Australia (RBA) battles inflation and cools our economy, it is no surprise to see the time people spend on Jobseeker lengthening. The government reports 'exit rates' from Jobseeker and they are falling. People who got on the payment are now less likely to get off it again fast. As our economy slows, the conveyor belt from short-run employment to long-run employment is moving faster. Sign in to access your portfolio
