A state government proposal to reduce in-person customer service hours at five regional Service Tasmania centres across the state has sparked concern among community leaders and the opposition, who warn it could exacerbate the digital divide for vulnerable Tasmanians. The changes, reported by ABC News Tasmania today, are slated for centres in Queenstown, Oatlands, Campbell Town, Currie on King Island, and Whitemark on Flinders Island.
Under the proposal, some centres could see their operating hours halved. Queenstown is set for the most significant reduction, dropping from 32.5 hours to 16 hours per week. Oatlands would move from 25 to 20 hours, and Campbell Town from 25 to 16.5 hours. Both Currie and Whitemark, crucial service points for their respective island communities, are proposed to have their hours cut from 20 to 10 per week.
Premier Jeremy Rockliff told the ABC that the decision stems from an analysis of two years of visitation data, which indicated significantly lower demand than current opening hours suggest. He explained that the way Tasmanians access government services has evolved, with an increasing reliance on digital and phone-based options due to ongoing investment in these areas. Premier Rockliff stated the proposed changes are based on current customer usage and evolving preferences.
Despite the reductions in face-to-face hours, Premier Rockliff assured that no staff would be dismissed or have their working hours cut. Instead, existing employees in these regions would contribute remotely. However, a document seen by ABC News indicated a reduction of approximately 1.9 full-time equivalent positions across the five centres, which a government spokesperson clarified were existing vacancies that would not be filled.
The proposal has drawn criticism from regional representatives. Flinders Island Mayor Rachel Summers, who has prior experience in Service Tasmania customer service, voiced concerns about the potential impact on older residents and those without reliable internet access. Mayor Summers highlighted to the ABC that while digital services suit some, they are not universally accessible, and many find government forms and information difficult to navigate or verify over the phone. Whitemark’s Service Tasmania office is the sole one on Flinders Island.
Bass MP Jess Green, representing the opposition, also criticised the plan, arguing that once service hours are reduced, they are often difficult to restore. She emphasised the existing “digital divide” in Tasmania and urged Premier Rockliff to reconsider the proposal, particularly given the lack of alternative centres for residents of Flinders and King islands.
Public consultation on the proposed new schedules, including specific operating days and hours, is set to commence on Monday, September 14, and will run until October 2.
For more details, readers are encouraged to refer to the original reporting by ABC News Tasmania.