Frequently asked questions from customers
Listed below are the questions we hear most often from our customers through our national call centre network.
on this page
Disabilities, Sickness & Carers
How can I apply for a Pensioner Advance Payment?
You can apply for an Pensioner Advance Payment using Centrelink's Online Services or call 136 240. If you are not registered for Online Services, you will need to register first.
Can I report my fortnightly income without visiting a Customer Service Centre?
Depending on your circumstances, you may be eligible to report your employment income and participation details via Online Services or by calling the reporting line on 133 276.
For more information on how to do this, refer to report employment income. Find out if you are eligible to report income via self service.
Am I eligible for the Disability Support Pension?
You may be eligible for Disability Support Pension if you have an illness, injury or disability. For more details on the eligibility criteria refer to Disability Support Pension eligibility.
I have an illness, injury or disability. What payments are available and how do I claim?
Your eligibility for a payment is dependent on your individual circumstances. For more information on what payments are available and how to claim refer to payments while you are ill, injured or have a disability.
Am I eligible for Carer Allowance?
Carer Allowance (caring for a person 16 years or over) is a supplementary payment that may be available if you are a parent or carer who provides daily care and attention for a person aged 16 years or over with a disability, medical condition or who is frail aged. Carer Allowance can be paid in addition to wages or other income support payments such as Age Pension, Carer Payment, or Parenting Payment.
Carer Allowance (caring for a child under 16 years) is a supplementary payment that may be available if you are a parent or carer who provides additional care and attention on a daily basis for a child aged under 16 years with a physical, intellectual or psychiatric disability. Carer Allowance can be paid in addition to wages or other income support payments such as Age Pension, Carer Payment, or Parenting Payment.
For more information on eligibility, payment rates or how to claim refer to Caring in the Individuals section.
How do I change my address or contact details?
You can update your address or contact details using our Online Services. Refer to update/advise your details for more information about ensuring you have the correct access level. Alternatively you can phone 132 717 or visit your local Customer Service Centre.
[ return to top ]
Employment Services
Personal Contact Interview (PCI)
Do I have to attend the appointment?
All customers on an Activity Tested / participation income support payment (regardless of their activity type or exemption) need to attend Centrelink appointments when requested. Your PCI is a discussion with a Centrelink Customer Service Advisor tailored around your individual circumstances.
Can the appointment be rescheduled?
If you are unable to attend the appointment at the scheduled time, you will need to contact a Centrelink Customer Service Advisor to discuss your circumstances further.
When do I have to attend?
Personal Contact Interviews will be set at regular 2, 4, 6 or 12 weekly intervals. These interviews are separate to your reporting cycle (or your Due to Lodge Date). When you attend your Participation Contact Interview, your next appointment will be booked for you with the Customer Service Advisor to ensure that you are aware of the date of the next Participation Contact Interview.
Can I report my fortnightly income without visiting a Customer Service Centre?
Depending on your circumstances, you may be eligible to report your employment income and participation details via Online Services or by calling the reporting line on 133 276. Find out if you are eligible to report income via self service.
How do I obtain a re-issue of my Reporting Statement (Application for Payment) form?
To save time, you can download a re-issue of your Reporting Statement via Online Services.
How do I register for Self Service and where can I find help using it?
You can register to use Centrelink online and phone services either online, over the phone or in person at a Centrelink Customer Service Centre. These 3 registration options can provide access to both online and phone services. You can register at any time, even if you're not already a Centrelink customer. For more information and assistance refer to our online and phone services frequently asked questions.
I've just lost my job and need some help to get back into work. I have a small nest egg of savings and I’ve heard that I’m not eligible for any Centrelink assistance until I have spent it all. Is that right?
No, that’s not correct. We can only assess your entitlement to an income support payment if you lodge a claim with us as early as possible. Any eligibility you may have will depend upon your personal circumstances, including your income and assets. If you are eligible for an income support payment, you may have to serve a waiting period depending on any leave or redundancy payments you receive.
I am looking for work, how do I claim for Newstart Allowance?
You need to register an intent to claim for Newstart Allowance. This means you can get your payment from the earliest possible date. To register an intent to claim you can:
- send us a secure online message - a Customer Service Adviser will contact you to start the claiming process
- phone us on 132 850, or
- visit your nearest Centrelink Customer Service Centre.
If you cannot phone us yourself, someone else can telephone Centrelink on your behalf, so you can register your intent to claim as soon as possible.
When is my next appointment? Can I change it?
You can now confirm your next appointment using our Online Services. Alternatively you may arrange to have a reminder sent to your mobile phone as an SMS (text message).
Should you need to make changes to your appointment, such as changing the time, you can visit your local Customer Service Centre or contact us on 132 850.
I am going overseas. Do I need to tell Centrelink?
If you are going overseas, you will need to tell Centrelink, as this may affect your payment. You will need to speak to a Customer Service Advisor who will ask you some questions about your trip and advise you if you will continue to receive your payment while you are overseas.
For more information refer to leaving Australia temporarily
Does Centrelink provide any service or advice for people who face being made redundant?
Yes we do. Centrelink has a network of FIS Officers who are specialist staff trained to provide expert service on retrenchment matters, including offering free workplace seminars to affected people. Find out more information regarding our FIS network.
I am an employer and unfortunately, due to a downturn in business, I have to make some of my workforce redundant. Do I need to tell Centrelink?
Employers must notify Centrelink if they retrench 15 or more employees. Please call Centrelink's Business Hotline on 131 158 to provide details. Find more information as to what you, as an employer, need to know when retrenching staff.
I’ve just found out that my employer has gone bankrupt and, as well as having to let me go, he can’t pay me what I am owed. Is there any assistance available to me?
If you lose your job because your employer has entered bankruptcy or liquidation, and there are insufficient funds available to pay your outstanding entitlements, you may be able to gain assistance under the GEERS.
For more information visit the Department of Education, Employmeent and Workplace Relations website or call the GEERS Hotline on 1300 135 040.
[ return to top ]
Families & Child Care
What is the Paid Parental Leave scheme?
The Paid Parental Leave scheme is available to eligible working parents who have a new baby or adopt a child on or after the 1 January 2011. The taxable Parental Leave Pay can be received in conjunction with other types of employer provided leave. Alternatively, eligible parents may choose to receive Baby Bonus, which will continue to be available.
To assist you with making a decision about which payment best suits your current financial circumstances you can use the Paid Parental Leave Comparison Estimator. The estimator assumes that you are eligible for both Parental Leave Pay and Baby Bonus. You should check your eligibility for both payments before using the estimator.
You can make a claim for Parental Leave Pay or Baby Bonus using Centrelink's Online Services.
How do I update my family income estimate?
You can update your family income estimate online by using Online Services or by calling 136 150. If you do not provide a new estimate, the Family Assistance Office will automatically update your family income estimate based on your previous estimate and actual income details.
Can I report my fortnightly income without visiting a Customer Service Centre?
Depending on your circumstances, you may be eligible to report your employment income and participation details via Online Services or by calling the reporting line on 133 276. Find out if you are eligible to report income via self service.
Am I eligible for Family Tax Benefit and how do I find out more information?
Family Tax Benefit is a payment to help families with the cost of raising dependent children. Family Tax Benefit has two parts - Part A and Part B.
Family Tax Benefit Part A helps you with the cost of raising children and is paid per child. The benefit is based on your family's combined annual income and the ages and number of dependent children in your family.
Family Tax Benefit Part B is designed to provide extra help to families with one main income earner, including sole parent families with a dependent child under 16 years of age or full time student up to the age of 18 years.
Am I eligible for Child Care Benefit?
Child Care Benefit is a payment from the Australian Government that helps you with the cost of your child care. You can get Child Care Benefit if you are a parent, foster parent or grandparent with a child in your care who is attending child care services approved by, or registered with, the Government.
What are the Child Care Rebate payment options?
If you receive Child Care Benefit for approved child care during the year, the Child Care Rebate may be paid to you:
- direct to your approved child care service/s (fortnightly or in some cases weekly)
- direct to you (fortnightly or in some cases weekly)
- quarterly payments to you.
If you claim Child Care Benefit for approved care as a lump sum payment, then the Child Care Rebate will be paid to your bank account as a lump sum at the end of the financial year, once your and your partners tax return/s have been lodged and your child care attendance has been received.
Note: If you choose 'direct to service' or 'direct to customer' and you are in receipt of Child Care Benefit at a legislative rate of greater than zero per cent, 15 per cent of your Child Care Rebate will be withheld to reduce your chances of a debt when your entitlement is reconciled after the end of the financial year.
When can I change my Child Care Rebate choice?
You can change your Child Care Rebate choice for next financial year at any time. This can be updated via your online services or phone self service between April and June each year or you can call us on 136 150.
If you do not request to change your payment method your current payment method will remain in place.
You cannot change your payment method part way throughout the year unless exceptional circumstances exist.
How often does my child care service have to lodge the attendance data?
There is a legal requirement for child care services to lodge attendance for a period of care no later than 14 days after the week of care ends.
Payment of Child Care Rebate is based on the frequency of child care attendance received from your hild care service. Payments can be seen as being generally fortnightly. If a service lodges attendance data on a weekly basis, you will be paid Child Care Rebate weekly.
Do I need to choose the “direct to service” choice if my child care provider recommends it?
No. We ask that families nominate their preferred payment method, therefore each customer has a choice of which payment option best suits their budget. This option may be helpful to reduce your out of pocket expenses to the service.
It is important to note that it is up to the service to determine what is an acceptable billing practice for their business and the FAO does not have any involvement in this process.
“Direct to service” is paid to your approved child care service on your behalf as a fee reduction fortnightly (and in many cases weekly) depending on when the service lodges their child care attendance data.
If you wish to change your payment choice or discuss your payment options you can call us on 136 150.
How do I change my address or contact details?
You can update your address or contact details using our Online Services. Refer to update/advise your details for more information about ensuring you have the correct access level. Alternatively you can phone 136 150 or visit your local Customer Service Centre.
Am I a member of a couple?
If you have a partner, this is sometimes referred to as being a ‘member of a couple’. It is important to tell Centrelink if you are a single person or have a partner.
You will be regarded as a member of a couple by Centrelink if you usually live with your partner and are:
- married
- in a registered relationship, or
- in a de facto relationship (there is no minimum time period applied for a relationship to be regarded as de facto, except for Youth Allowance).
For more information refer to Are you a Member of a Couple?
My relationship status has changed. What do I do?
If you receive a payment from Centrelink it is important that you tell Centrelink of any changes to your relationship status. The amount of money you receive and your eligibility for some payments and services can change depending upon whether you have a partner or not. Telling Centrelink about any changes will help us to pay you the right amount of money.
[ return to top ]
Seniors
How can I apply for a Pensioner Advance Payment?
You can apply for an Advance Payment using Centrelink's Online Services or call 136 240. If you are not registered for Online Services, you will need to register first.
There has been a change in my income and assets. What do I need to do?
You need to advise Centrelink of any change in circumstances within 14 days. You can do this by using our Online Services. View all online services to find out what updates you can make online, or find out how to register for Online Services.
Alternatively, you can phone us on 132 300 or visit your local Customer Service Centre.
Can I report my fortnightly income without visiting a Customer Service Centre?
Depending on your circumstances, you may be eligible to report your employment income and participation details via Online Services or by calling the reporting line on 133 276. Find out if you are eligible to report income via self service.
I am going overseas. Do I need to tell Centrelink?
If you are going overseas, you will need to tell Centrelink, as this may affect your payment. You will need to speak to a Customer Service Advisor who will ask you some questions about your trip and advise you if you will continue to receive your payment while you are overseas.
For more information refer to leaving Australia temporarily.
I would like to make a claim for the Age Pension. What do I need to do?
The easiest way to make a claim for the Age Pension is using Online Services. Alternatively you can complete a paper claim form. For more information on how to claim refer to Age Pension claiming.
What will my Concession Card entitle me to?
Centrelink has several types of concession cards, which provide a range of benefits, including help with the cost of medicines.
My concession card is lost or expired. How do I get a new one?
If you lose your card, or it has expired and you haven't received a new one, you can contact us to get a new card sent to you. Phone us on 132 300 or visit your nearest Centrelink Customer Service Centre. If you need a card urgently, you can get a temporary concession card at any Centrelink Customer Service Centre.
How do I change my address or contact details?
You can update your address or contact details using our Online Services. Refer to update/advise your details for more information about ensuring you have the correct access level. Alternatively you can phone 132 300 or visit your local Customer Service Centre.
[ return to top ]
Youth & Students
Personal Contact Interview (PCI)
Do I have to attend the appointment?
All customers on an Activity Tested / participation income support payment (regardless of their activity type or exemption) need to attend Centrelink appointments when requested. Your PCI is a discussion with a Centrelink Customer Service Advisor tailored around your individual circumstances.
Can the appointment be rescheduled?
If you are unable to attend the appointment at the scheduled time, you will need to contact a Centrelink Customer Service Advisor to discuss your circumstances further.
When do I have to attend?
Personal Contact Interviews will be set at regular 2, 4, 6 or 12 weekly intervals. These interviews are separate to your reporting cycle (or your Due to Lodge Date). When you attend your Participation Contact Interview, your next appointment will be booked for you with the Customer Service Advisor to ensure that you are aware of the date of the next Participation Contact Interview.
Can I report my fortnightly income without visiting a Customer Service Centre?
Depending on your circumstances, you may be eligible to report your employment income and participation details via Online Services or by calling the reporting line on 13 3276. Find out if you are eligible to report income via self service.
How do I claim Youth Allowance or Austudy?
If you are studying full-time, planning to study full-time in the future, or undertaking a full-time apprenticeship or traineeship, you can make a claim for payment online, up to 13 weeks before you start your course or apprenticeship.
If you are looking for work, you will need to register an intent to claim by phoning us on 132 490, visiting any Centrelink Customer Service Centre, or getting someone else to phone Centrelink for you.
For more information refer to Youth Allowance claiming.
How do I change my study details?
You can update your course details using our Online Services. Refer to update/advise your details for more information about ensuring you have the correct access level. Alternatively you can phone 132 490 or visit your local Customer Service Centre.
How do I register for Self Service and where can I find help using it?
You can register to use Centrelink Online and Phone Services either online, over the phone or in person at a Centrelink Customer Service Centre. You can register at any time, even if you're not already a Centrelink customer.
For more information and assistance refer to our online and phone services frequently asked questions.
How do I change my address or contact details?
You can update your address or contact details using our Online Services. Refer to update/advise your details for more information about ensuring you have the correct access level. Alternatively you can phone 132 490 or visit your local Customer Service Centre.
I am going overseas. Do I need to tell Centrelink?
If you are going overseas, you will need to tell Centrelink, as this may affect your payment. You will need to speak to a Customer Service Advisor who will ask you some questions about your trip and advise you if you will continue to receive your payment while you are overseas.
For more information refer to leaving Australia temporarily.
[ return to top ]