The Nationals’ Member for Mildura, Jade Benham, has used the Parliamentary Accounts and Estimates Committee (PAEC) Budget Hearings to highlight concerns about the lack of accessible support through Service Victoria, particularly for elderly and digitally excluded Victorians.
Questioning Minister for Government Services, Ingrid Stitt, Ms Benham raised the issue of regional residents who will be unable to apply for the State Government’s vehicle registration rebate because they do not have internet access or a smartphone, and in some cases, would have to travel long distances for assistance.
During the hearing, Ms Benham revealed that her electorate office had been told by Service Victoria that while people without internet access could contact a call centre for help, staff were then unable to provide a phone number because “we are only able to offer digital services at Service Victoria.”
“It is completely unreasonable to expect elderly Victorians or people living remotely to navigate an online-only system with no clear phone support,” Ms Benham said.
“Service Victoria needs to do what its name suggests — service all Victorians, not just those who are digitally connected.”
Following the hearing and subsequent conversations with the Minister’s office, Ms Benham said she had been advised that Service Victoria is now working to establish a dedicated call centre for the Vehicle Registration Rebate program. Ms Benham will provide further details once it becomes operational.
“This is exactly why these issues need to be raised publicly,” Ms Benham said.
“It is my job to make sure all constituents can access government services, regardless of their age, location or digital capability, and I am pleased to have been able to help achieve this outcome.
“I want to thank the many people who contacted my office to raise this issue so I could take it directly to Spring Street and push for a practical solution that makes life easier for regional Victorians.”
