Using the Services Australia Centrelink online portal to submit a Parental Leave Pay claim: An Odyssey. - Internet: You should lodge your Parental Leave Claim online at least 3 months in advance, to make sure they have plenty of time to process your claim, and it's all sorted before your baby is born. - Me: That's great advice, thanks Internet! *Lodges claim online 3 months in advance.* - Centrelink online: One of our officers will contact your partner over the phone to approve your Parental Leave Request (because apparently I need my partner's permission to take Parental Leave with my son, according to the Federal Government). *weeks pass and nobody contacts my partner* - Me: I’m getting nervous. Maybe we should submit my partner's claim, and then I can get permission that way? - My Partner: *Submits claim* - Centrelink online: Ben's partner, your claim has been submitted successfully! Ben will need to submit their claim before the baby is born. - Me: But Centrelink, I have already submitted my claim online. It is waiting for you to get my partner's approval. - Centrelink online: Ben, you still need your partner to approve your leave before you can submit this claim. - Me: But Centrelink, she has submitted her claim, and she has given me permission, but my claim still says that I need her permission. - Centrelink online: Hey Ben, go f#ck yourself. - Me: Fine. I’ll cancel my claim and submit a new one. - Me: *Creates new claim* - Centrelink online: Before you submit your claim, your partner will need to approve your Parental Leave Request. - Me: Oh for heavens sake! - My Partner: *Approves request for Parental Leave.* - Centrelink online: Thanks for submitting your claim! We’ll now process your leave request between the 11th of July and the 18th of July. Which is 1-2 weeks AFTER the baby is born. Services Australia, why do you need to make things so unnecessarily difficult? Did you actually thoroughly test the Parental Leave Pay claim workflow for all paths before releasing it to the public? Or did you just test the happy path? Did you even check that the responses from the online claim are true and correct? If you need beta testers, or even someone to perform some free BA work to make sure these services function properly, feel free to reach out to me! Because if it weren't for my inherent mistrust in the ability of government departments to perform their intended functions effectively, I never would have identified the issue, and my claim would never have been processed. You literally have one job. Do it better.
It makes sense when you stop thinking of it as “a system designed to help which has been designed terribly” and start thinking of it as “a system designed to frustrate which has been designed masterfully.”
I agree! We got a call from them stating our midwife hadn’t printed her name on the form, even though she had signed it, provided the hospital stamp and baby sticker and her qualifications all on the form and that our claim won’t be processed till that midwife writes her name on the form and we resubmit it. I said so I have to drive to the hospital and get her to write her name in a box are you joking, I’ve had an emergency cesearen and can’t drive - how would you know who I get to write in the box this is ridiculous Also I have received a Medicare card for my newborn so why can’t this count So frustrating!
Because what expecting parents & baby need is more uncertainty and stress.
Ironically Services Australia has a specialist employment program for neurodivergent individuals which includes QA. Apparently that brutal honesty hasn't made its way to this particular department yet. Yes I've been there, and I completely get how mindblowingly idiotic that application is.
Hank Jongen is an epic fail and that's why the system is
Neurodivergent Advocate | Head of Operations @ Identitii
6moOh, and I forgot the part where I had to take screenshots of my proof of income, because even though it says you can upload PDFs through the web version and the app, you actually can't!