Social Dis-service

Yesterday my wife volunteered to help her mother and make few calls to some government departments – Social Security, Human Services, Aged Care….

Pension and Aged Services

Pension and Aged Services

It wasn’t anything complicated – she wasn’t asking government agency to divulge any secrets, or assign Member of Parliament size pension to a regular Australian, or anything like that.

All she wanted, was to have some information brochures and application forms to be mailed out to us. Simple, right?

Well, it might be simple for someone who doesn’t understand the complexity of the bureaucratic machine, but after listening to my wife, I now realize how complicated and self-important those departments are.

For starters, before she even had a chance to talk to anyone, she had to endure some horrible hold music, with a total “hold” time of close to 2 hours. Next, she was transferred from one department to another, person to the next. Each time the story had to be repeated, names and other details provided and an oath given, just in case….

At one point of this process, she got told that the material we requested is not being printed any more, and everything is available on line. When asked if he can e-mail us the documents, the bureaucrat on another end replied that it’s not their process to e-mail documents. Fair enough we thought, how about a link to where the document is on their web-site? Apparently, link isn’t available, and we have to search for it.

What I found even more amusing (amusing because I wasn’t the one who had to listen to this rubbish), was the fact that apparently, there were some changes in rules and legislation affecting aged care. These changes came into effect on July 1st, 2014. All this was happening on July the 8th and guess what – new documentation wasn’t available ANYWHERE – not in printed form, not on-line not etched on cave walls.

If I was just as incompetent at my job, I would’ve been fired years ago, but I guess there is a benefit in being a government employee.

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2 thoughts on “Social Dis-service

  1. A very frustrating and confusion experience by the sounds of it. I myself am mostly familiar with things, though still have to go on hold for 2 hours and often know more about the system than the person who is trying to provide assistance.

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  2. It certainly was very frustrating…. The sad thing is, that I suspect that the front line staff there isn’t bad or mean or anything like that – I think they are just as frustrated by inability to do their jobs properly. I attribute it all to the intentional bloody bureaucracy and red tape

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