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Centrelink to push customer aggression training despite debt recovery controversy

4 January 2017
Frenalyn Untalan
International Business Times

Staff of Beleaguered Centrelink will undergo Advanced Customer Aggression Training soon amid public backlash that the government agency is facing due to its contentious debt recovery regime.

In a contract tender that was made public before Christmas, the Department of Human Services said it was "seeking providers suitably qualified to deliver a high quality of Advanced Customer Aggression Training Services to the Department's Customer Facing Staff, Team Leaders and Managers."

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According to the Department of Human Services, the training is not a new concept. "All customer-facing staff and managers are required to attend training.” The staff training aims to reduce and manage customer aggression, Human Services spokesperson Hank Jongen said. 

Jongen has also mentioned about other ways to manage customer aggression. These include providing security systems and procedures, effective customer service approaches, including restricted service arrangements and emergency procedures. When Centrelink staff will receive the training is yet to be announced.