Centrelink Call Wait Times — Best Times to Call

Centrelink wait times can range from 5 minutes to over 2 hours depending on day, time, and what you're calling about. This guide breaks down patterns: when are wait times shortest, when are they longest, what's the call-back service, and how to skip the queue using myGov messaging or direct lines.

Average wait times by day of week

• Monday: 45–90 minutes (busiest day)
• Tuesday: 25–45 minutes
• Wednesday: 20–40 minutes (often shortest)
• Thursday: 25–45 minutes
• Friday: 30–50 minutes (busy due to end-of-week rush)
• Weekends: phone lines have limited hours and may be busier.

Best times of day to call

• 8:00 am – 9:00 am: lines just opened, shorter waits (best of the day).
• 4:30 pm – 5:00 pm: end of day, many callers gone, shorter waits.
• Avoid: 10:00 am – 2:00 pm (peak).

Tactics to skip or shorten the queue

• Use myGov messaging — for non-urgent matters, send a message and skip the call entirely. Replies usually within 7 working days.
• Ask for callback — if offered by automated menu, leave your number instead of holding.
• Use the right specialist line — calling the general line is slower than the dedicated line for your payment type (Families 13 23 00, Older Australians 13 23 17, etc.).
• Have everything ready — your CRN, claim number, ID details. This shortens the call once connected.
• Avoid the first 3 days of a new fortnight — many callers checking pay rates and reporting.

Specialist phone lines

• 13 24 68 — Employment Services
• 13 23 00 — Families
• 13 23 17 — Older Australians
• 13 27 17 — Disability and Carers
• 13 24 90 — Medicare
• 131 450 — Free translating and interpreting
• 1800 132 468 — Welfare Rights legal advice (independent)

Frequently asked questions

Are wait times worse during certain times of year?

Yes — end of financial year (July), Christmas/New Year period, and after major policy changes (rate increases, payment reforms) see longer waits.

Why does it take so long to get through?

Centrelink handles approximately 60 million calls per year. Staff numbers haven't kept up with population growth and the complexity of payments. The most reliable workaround is the myGov messaging service.

Is the call-back service always offered?

No — it's only offered when wait times exceed certain thresholds and depending on the line. Listen carefully to the automated menu.