You said: Make it easy for me
On this page
- We will: Improve convenience and access for all Australians by improving a range of service options, including online
- We will: Extend opening hours in our busiest Medicare offices to meet public needs
- We will: Keep our queue times in Medicare offices to a minimum
- We will: Answer the phone quickly
- We will: Increase awareness of Medicare Australia’s services, enhance Indigenous access and become an employer of choice to Indigenous Australians.
- We will: Help you access other agencies in the Department of Human Services
We will: Improve convenience and access for all Australians by improving a range of service options, including online
Measure
Satisfaction with the range of options available to make a Medicare claim.
Performance
In the 2007–08 satisfaction survey, 74 per cent of the public were satisfied with the range of options available.
Measure
New developments in online access to information and services.
Performance
The changes made to our website have provided the public with an easier way to find our online information and to access our services. Recent usability and accessibility testing with the public has helped us to identify ways we can continue to improve the way information and services are accessed.
70% of the public responded that it was 'very easy', 'easy' or they were 'satisfied' in finding information and services as identified in this year's internet customer survey.
We will: Extend opening hours in our busiest Medicare offices to meet public needs
Measure
Number of busy Medicare offices (based on claiming patterns) extending opening hours to meet public needs and demands.
Performance
Of the 238 Medicare offices:
- 117 open 9:00 am to 12:30 pm Saturdays
- 193 have extended their Monday to Friday opening hours
- 54 have opened their doors until 6.00 pm and some to 7.00 pm one evening each week to better meet the needs of the local community.
We will: Keep our queue times in Medicare offices to a minimum
Measure
The Australian public is served in less than 10 minutes.
Performance
For the period 1 July to 30 September 2008, 81.8 per cent of the public waited less than 10 minutes in the queue to be served, with an average waiting time of five minutes one second. Where Medicare Australia does not meet the service standard of 10 minutes, it finds out why and makes improvements.
We will: Answer the phone quickly
Measure
Medicare Australia answers calls within 30 seconds.
Performance
For the period 1 July to 30 September 82.7 per cent of calls were answered within 30 seconds.
We will: Increase awareness of Medicare Australia’s services, enhance Indigenous access and become an employer of choice to Indigenous Australians.
Measure
Number of Indigenous Australians registered for Medicare.
Performance
Indigenous Australians can voluntarily identify when enrolling for Medicare. As at 30 September 2008, there were 216,162 Indigenous Australians registered for Medicare. As at 30 September 2007, there were 178,266 Indigenous Australians registered for Medicare.
Measure
Number of calls made to the dedicated Aboriginal and Torres Strait Islander access line.
Performance
For the three months to 30 September 2008, there were 16,461calls received nationally to the dedicated 1800 ASTIA line. Comparatively, for the three months to 30 September 2007, there were 15,819 calls received nationally to the dedicated 1800 ATSIA line.
Measure
Medicare Australia becoming an employer of choice to Indigenous Australians and reaching a target of 2 per cent Indigenous employees by December 2008.
Performance
An Indigenous Employment and Retention Strategy (IERS) provides the basis for ensuring Medicare Australia reaches its target of Indigenous Australians representing 2% of our workforce by 2008.
- As at 30 June 2007 Medicare Australia’s Indigenous employees (ongoing and non-ongoing) made up 1.91% (114) of its total workforce.
- As at 30 June 2008, Medicare Australia’s Indigenous employees (ongoing and non-ongoing) made up 1.96% (116) of its total workforce.
- In September 2008, Medicare Australia’s Indigenous employees (ongoing and non-ongoing) made up 2.13% (126) of its total workforce
We will: Help you access other agencies in the Department of Human Services
Measure
Access to Family Assistance services.
Performance
Family Assistance services have been extended in all 238 Medicare offices.
Measure
Access to Medicare services from Centrelink customer service centres.
Performance
Basic Medicare services are offered through 49 Centrelink sites across northern Australia. Nationally, a further 36 Centrelink agent sites perform an information brokerage service on behalf of Medicare Australia.
In partnership with Centrelink, Medicare Australia conducted a flexible service delivery arrangement to trial the provision of its services from five Centrelink sites and the provision of Centrelink services in four Medicare offices.
Last updated: 12 November, 2008