Demand for paper forms causes census chaos as online transition falters

THE federal government has stepped in to defend the controversy-plagued census amid growing concerns about privacy and the move to an online form.

THE federal government has stepped in to defend the controversy-plagued census amid growing concerns about privacy and the move to an online form.

Australian Bureau of Statistics boss David Kalisch sought to quell fears this afternoon, apologising after a 24-hour phone line for those requesting a paper form was jammed, having been inundated with more than 500,000 calls.

The ABS has now put hundreds more staff and phone lines in place to cope with the unexpected demand.

Mr Kalisch also rejected criticisms from advocates concerned about changes to privacy provisions, insisting they were a “regular feature” at every census.

“I can assure the Australian population that the ABS has the best security features that you could ever ask for,” he told reporters in Canberra.

Prime Minister Malcolm Turnbull weighed in, insisting the ABS always protected people’s privacy.

“The security of their personal details is absolute and that is protected by law and by practice,” he told reporters in Canberra. Treasurer Scott Morrison said the ABS had an “unblemished record” when it came to privacy.

Older Australians are suffering “undue anxiety”, worried about copping fines of up to $180 a day for failing to complete the Census in time. Pic: Harry Bruce

Independent senator Nick Xenophon has called on the government to delay the census date, given the overwhelming number of complaints he’s received from people concerned they haven’t received their paperwork and experiencing significant delays and disconnections when they try calling the ABS for help.

National Seniors Australia says older Australians are suffering “undue anxiety”, worried about copping fines of up to $180 a day for failing to complete the form if it doesn’t arrive in time. Mr Morrison insisted penalty notices were a last resort for the ABS and were only issued where there was a clear willingness not to participate.

Chris Libreri, the general manager of the census and statistical network services division, told News Corp Australia that he was unaware of such demands.

“I’m not aware of that, we’ve worked very closely with councils of the ageing, we’ve obviously had a fair bit of demand for paper forms in our systems,” he said.

Nelson helping her mum Naida Ahern do the 2016 Census online but with the option to also fill out the paperwork. Picture: Supplied

Libreri said so far there have been over 400,000 requests for paper forms.

“The peak came a bit earlier than we had expected and that was largely because the forms got delivered quicker than we expected.”

Simon Birmingham, the federal education minister, said calls for the census to be delayed would only make things worse.

“I think we would create more confusion by delaying the census, it’s far better for us to work through people’s issues and put extra resources if we have to into answering any concerns,” he told ABC’s Matthew Abraham and David Bevan.

The Commonwealth is hoping to save some $100 million by encouraging people to complete the census online for the first time on August 9.

But Australian Bureau of Statistics phone lines have been overwhelmed with calls.

Mark Butler, the shadow minister for climate change and energy, told ABC many of his constituents were having their calls to the ABS disconnected because the lines are too busy. He said people were then forced to make a local call and incur the costs.

Libreri confirmed there are now an extra 400 operators to deal with the demand and the bureau is also advising people to call early in the morning or late at night.

Many elderly Australians are worrying about not being able to access a paper census form on time. Picture: Supplied.

Libreri said people can still get paper forms delivered up until and on August 9 as well as after that date. For those worried about not completing either the paper or online forms on time Libreri reiterated the fact that Australians will have until mid September to complete the census and staff will be available to help anyone experiencing problems.

The Combined Pensioners and Superannuants Association says elderly people without an internet connection are scared they’ll be fined $180 a day if they don’t receive their paper forms and return them on time.

“This is an entirely predictable mess, resulting from a savings-driven rush into making online completion of the census form the default method of completion,” CPSA policy co-ordinator Paul Versteege said.

But the education minister tried to quell rising fears of fines being applied.

“Penalties will only be applied when there is defiance.”

Libreri confirmed fines will not be widely dealt out.

“The compliance fines are for people that are actually refusing to do the census,” he said noting that last census less than 100 people were fined.

The ABS expects 65 per cent of people to complete the census online.