Centrelink glitch strands thousands without Covid-19 funds

Technical failures with the government’s MyGov platform have left people unable to access urgently needed financial relief via the website.

A long queue forms outside Centrelink in Sydney’s Darlinghurst amid computer glitches and confusion over applications. Picture: Jane Dempster

Technical failures with the government’s MyGov platform have left people unable to access urgently needed financial relief via the website, causing long queues outside Centrelink offices on Tuesday.

The system has come under increasing strain as the protracted Sydney lockdown and new restrictions on construction and retail in NSW leave hundreds of thousands without work.

A $600 payment is available from Services Australia for people who have lost more than 20 hours of work, and a $375 payment is available for those who have lost between eight and 20 hours.

But a series of online glitches left hundreds of people lining for hours outside several Sydney centres. In order to prove eligibility and submit a claim, a person must login to an existing MyGov account or create a new one. The person must also create a Centrelink account by showing three original documents for proof of identity, generating a unique customer reference number to link the two accounts.

The process of linking these two accounts has wreaked havoc for many who are now wholly reliant on government income support, with large numbers reporting that a glitch in the website has left them unable to generate the reference number.

Other users say the website is rejecting valid identity documents or randomly unlinking accounts which were linked.

A surge in phone calls has overwhelmed Centrelink lines, with many waiting for hours on hold and being disconnected.

Sydney construction worker Ken Hutchins was employed on a large site in Circular Quay until he was stood down on Sunday amid the two-week pause on work.

After spending three hours on the phone to Centrelink on Monday, Mr Hutchins was instructed to visit his local Darlinghurst Centrelink as he was unable to generate a CRN or link his accounts.

“It’s ridiculous, to waste half a day on the phone and then be told I have to come in because of this bulls**t system online which doesn’t work,” he said.

Grace Blessing, 20, is an Indonesian international student who is eligible for the payments after her casual work at KFC was cut down to zero in early July.

She tried to apply for the financial assistance on Monday but her newly created Centrelink account could not be verified.

“It’s been a struggle, because I lost my job and I haven’t been able to see my family for two years.”

The glitches come days after the Service NSW website, responsible for cash payments to businesses, crashed and presented a “temporarily unavailable” message for thousands of applicants left stranded and seeking help.

NSW Premier Gladys Berejiklian was forced to admit the website had faced problems, and thanked Service NSW employees.

“Yesterday, whilst the system had challenges in the morning, by the end of the day nearly 6,000 businesses had their applications processed for support,” she said on Tuesday. “My message here is, please do not undergo any additional stress to what you are already going through. There is assistance for businesses. Go to Service New South Wales and if you are an individual worker who wants that help, please go to Services Australia.”

Services Australia said the issues have now been resolved on Wednesday and are urging people not to queue outside Centrelink offices.