Calling Centrelink - handy hints

Some tips to help you save time when you phone Centrelink.

• Have your details ready
• Have your PIN ready
• Check with your bank first
• Stay on the line
• When you call for somebody else

Have your details ready

When you phone Centrelink:

• have your Customer Reference Number (CRN) ready. If you are able to tell our automated system your CRN, or use your telephone keypad to key it in, we can provide faster service
• have any letters ready that you want to talk to us about. This can be letters from Centrelink or other letters which have information we need such as your tax return details
• be ready to answer questions about your current address, date of birth, middle name or any other details to help us identify you
• have a list of questions ready that you want to ask us
• have a pen and paper handy so you can write things down. You will receive a receipt number in case we need to access your record again or prove that you called.

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Have your PIN ready

If you have a Personal Identification Number (PIN), you can sign up for Centrelink's self service options to report your employment income over the phone and use other services e.g. update your family income estimate, check your payments, apply for an advance. Remember you must use your own PIN.

If you'd like a PIN, you can call 13 6240 to register yourself. You'll need to answer some questions about:

• your identity, and
• your Centrelink record, including your Customer Reference Number (CRN)
• and then you'll be given a 6 digit number for your new PIN

or you can ask to be registered when you next call us.

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Check with your bank first

It's quicker for you to call a bank in the morning to check on your payment, as some financial institutions process payments in the morning. If you still need information on your payment, phone Centrelink in the afternoon.

Stay on the line

When you phone Centrelink try not to hang up and redial - it might mean a longer wait than staying on the line.

When you call for somebody else

Centrelink can't give you other people's details, even family members, unless we have their written permission or they are with you when you phone.

A third party may contact us on behalf of a customer to register their intent to claim a social security payment or concession card. The customer still needs to complete their claim and return it to us within 14 days.

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