The start of 2025 has brought significant changes to Medicare’s phone services and Centrelink policies. These updates aim to improve efficiency and accommodate evolving needs for Australians relying on these government systems.
Medicare Phone Lines Now Operate Limited Hours
Previously offering 24/7 service, Medicare’s phone lines will now operate on a reduced schedule:
- Monday to Friday: 7 am to 10 pm
- Saturday and Sunday: 7 am to 7 pm
According to a Medicare spokesperson, this adjustment follows an internal review showing minimal call volume outside these hours. The streamlined hours will allow staff to focus on higher-priority tasks, including claim processing and servicing other 24-hour lines.
Online Self-Service as an Alternative
Medicare emphasizes its online self-service platform, which remains available 24/7. The claims tracker tool has proven effective, with customers using it more than 1.8 million times, often completing inquiries in about 12 seconds.
The organization remains committed to evaluating its business practices to ensure efficient and effective service delivery.
Centrelink Medical Certificate Exemption Extended
A significant change for Centrelink users is the extension of the medical exemption period. The maximum period for exemption from mutual obligations due to illness or injury has increased from 13 weeks to 24 months for eligible job seekers.
Who Benefits?
This update applies to individuals receiving:
- JobSeeker Payment
- Youth Allowance for job seekers
- Parenting Payment Single (when the youngest child turns six)
- Special Benefits for Nominated Visa Holders
The exemption will be granted based on Services Australia’s assessment of medical certificates proving an inability to participate in suitable work or other activities.
Indexation Brings Payment Increases
January 1 also introduced updated payment rates for several Centrelink programs, including:
- Youth Allowance
- Austudy
- Youth Disability Support Pension
- Carer Allowance
Additional payments, such as the Age Pension, JobSeeker Payment, and Disability Support Pension, are set to increase in March and September due to regular indexation adjustments.
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