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14 November, 2018 - 17:00

Today some people using the My Health Record opt-out website and Help line may have experienced issues with those services. The My Health Record system itself was not affected.

The opt-out website had reduced service between the hours of 10:30am and 1:30pm and call centre waiting times were high during the morning.

We would like to apologise to people affected and thank them for their patience.

The Australian Digital Health Agency and its partners who operate these services had planned for increased demand in all customer channels during this period but technical issues meant that service quality was degraded for part of the day. The call centre was impacted by a fault with its telecommunications provider in the morning. The system that helps us to identify people’s identity was also intermittently available to some call centre staff which limited their ability to support some customers.

Call centre average wait times increased from 2 minutes at 8:00am through to over 20 minutes. The telecommunications issue responsible has now been resolved. The call centre is working through the backlog of customers who requested a call back.

New callers may experience some delays over the next few hours and are encouraged to register for the call back service if that occurs.

To address the temporary decline in opt-out website service, Services Australia - which operates that service - put in place additional capacity by 1:30pm which improved the experience for the majority of customers.

The Agency and Services Australia understand the frustration the quality of today’s opt-out service has caused the Australian community. The opt-out website and My Health Record Help line will remain open and available for people to make their choice to opt out until 31 January 2019.