Additional security guards, better CCTV and central monitoring, and upgrades to branches will be part of the $314 million Federal Budget boost for Services Australia. Photo: File.
More than $300 million will be invested in upgrades to Services Australia shopfronts to improve safety and security for customers and staff.
The pre-budget announcement says Services Australia service centres received 10 million customer visits in 2022-23 to access assistance with government payments through Centrelink, Medicare and the age pension.
There were also 9000 incidents of aggression against staff in that same period, with a serious physical attack on staff member Joeanne Cassar in Melbourne last May resulting in life-altering injuries.
Just days after the attack, Minister for Government Services Bill Shorten commissioned an urgent Security Risk Management Review by Graham Ashton into safety at the centres. Immediately upon receipt of the Ashton Review, Mr Shorten committed $46.9 million to provide nearly 300 additional security guards for service centres and offices.
In April this year, Mr Shorten announced new legislation would be introduced into Parliament to provide greater protection for workers at Centrelink and Medicare offices, as well as other service centres such as the ATO, passport offices, airports and the AEC.
Now, in line with all 44 recommendations from the Ashton Review, the government will provide $314 million in next week’s Federal Budget for measures to improve staff and customer safety, comprising:
- Funding for up to 606 more security guards
- Better security features in all service centres
- Establishing a centralised Security Operations Centre, with live-monitoring capabilities through upgraded CCTV
- Better liaison with local law enforcement
- Enhanced service centre design for an additional 35 centres at risk of high levels of customer aggression.
Minister Shorten said it was the government’s job to do everything it could to provide a safe environment for Services Australia customers.
“Services Australia centres are located in the heart of local communities and we must ensure customers and staff are kept safe when there is any act of violence or aggression,” he said.
“The security upgrades will help the agency work with local law enforcement to prevent incidents of aggression impacting the local community.
“Services Australia has more than 6200 staff working across 318 service centres.
“These staff do an important and difficult job for their community. We want to make sure they return home from work safely every day.”
The Community and Public Sector Union (CPSU) welcomed the funding commitment, saying it would help to prevent what it described as alarmingly frequent acts of violence and aggression faced by Services Australia staff.
“The CPSU is pleased to see a government finally acknowledging the need to prioritise safety as an integral aspect of public service delivery,” CPSU national secretary Melissa Donnelly said.
“I know that our members in Services Australia are relieved to see significant investment in their safety and the safety of the people they support every day.
“Too often, Services Australia workers are walking into their workplace worried about whether they will be safe at work that day.
“In recent months, our union has dealt with reports of physical violence, threats, and even instances of weapons being brought into their workplaces.
“CPSU members working for Services Australia have tirelessly advocated for improved safety measures to ensure the safety of staff and customers.
“The CPSU is ready to work with both the agency and the government to ensure staff are closely consulted as all recommendations made by Graham Ashton and these increased safety measures are implemented.”
