Services Australia has come under fire following allegations that employees are publicly shamed for exceeding five-minute toilet breaks. 

Independent Senator David Pocock expressed shock at a recent Senate estimates hearing upon learning staff had their bathroom break durations displayed publicly, with some facing disciplinary actions for “time fraud”.

The agency, however, has denied these practices, labelling the claims a “myth”.

Services Australia CEO David Hazlehurst has acknowledged the inappropriateness of timing bathroom breaks, while the Community and Public Sector Union has called for a reduction in staff micromanagement. 

Amidst these cultural concerns, the agency has also been grappling with prolonged call wait times, a challenge it aims to mitigate by integrating 3,000 new staff members. 

Government Services Minister Bill Shorten has highlighted the new recruitment drive as a pivotal step towards addressing the backlog of over 1 million unprocessed claims and reducing the average call wait times which have exceeded 40 minutes for various services. 

The staffing boost comes as part of a broader $228 million commitment to revitalise the agency, plagued by the Robodebt scandal and previous performance issues.

Meanwhile, the agency anticipates that the influx of new personnel will not only enhance operational efficiency but also contribute to a more positive organisational culture, moving away from past practices that have demoralised staff and impacted service delivery.

As the agency navigates these challenges, Mr Shorten says he remains optimistic, indicating a significant but gradual improvement in the agency's performance and service delivery.