Ms Ryan has demanded the decision to transition to an agency model later this year be reversed as it severely restricted face-to-face services.
“I am deeply concerned about the impact the permanent withdrawal of this service will have on the Benalla community,” Ms Ryan said.
“For the past 12 months, locals have struggled to access government services following the closure of the local Centrelink office due to COVID-19 restrictions.
“Clients were told that they could only access services by phone, online or travel to the next closest customer service centre in Wangaratta.
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“Government agencies and big corporations are now using the excuse that there’s been a decrease in foot traffic over the past 12 months to permanently close their doors in regional towns.
“Given the complex issues relating to welfare and pension payments and Benalla’s ageing population, locals should be able to speak with Services Australia’s support staff in person.
“Transitioning to an agency model will result in less face-to-face interaction, as staff operate on a fly-in, fly-out service and there is a greater emphasis on digital services.”
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Ms Ryan said recent data from the Department of Social Services showed 822 locals (10.2 per cent of the rural city’s population) remained in receipt of the Job Seeker payment – a 2.9 per cent increase from March 2020.
“If Services Australia proceeds with its plans to close the Benalla office, Job Seeker recipients will be severely restricted in receiving in-person customer service assistance, particularly if they do not have the ability to commute out of town or aren’t tech savvy,” she said.
“I have written to the Federal Minister for Government Services, urging Services Australia to abandon its plan to withdraw Benalla’s office.
“The government must take into full consideration the adverse ramifications of this decision on the local community.”
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Services Australia announced its decision on March 26 citing a new way for the Benalla community to access Medicare and Centrelink services.
Services Australia general manager Hank Jongen said an agent service would replace the existing Benalla visiting service.
“Services Australia staff had been visiting Benalla four days a week, but have been unable to do so since April 2020 due to COVID-related issues,’ Mr Jongen said.
“After careful consideration we have decided that an agent model, operating daily, will provide a more sustainable and reliable service option.”
Federal Government Services Minister Linda Reynolds has been contacted for comment.
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