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Access levels

Your access level determines which online services you can use. Each online service has an assigned access level according to the detail it contains. The more sensitive the detail, the higher the access level. The access levels range from 1 - 4.

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What determines my access level?

When you register for online services, your access level will be determined by the number of questions you answer correctly. These questions confirm Proof of Identity information that you have previously provided to us for your Centrelink record. The more questions you answer, the higher your access level will be. If you are not a current customer the highest access level you can achieve is level 1.

If you cannot register online to the required access level you need to complete your business, you can register at a lower level and upgrade at a later date.

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How do I upgrade my access level?

To increase your access level, you can upgrade at any time. To do this you will need to:

  • select "Self Service Access" on the left hand side menu once you are logged on to online services
  • select "Upgrade Registration" from the sub menu
  • answer some questions about your Centrelink customer record.

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What if I have been unsuccessful in upgrading my access level?

If you have answered all the available questions and have not reached the required access level to complete your business, you need to visit a local Centrelink Customer Service Centre to add new Proof of Identify documents to your Centrelink record.

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Access levels

When you register for online services you are assigned an access Level based on the answers you provide to the questions you are asked. Your access Level controls the range of online services options that will be available to you when you logon. Access Levels range from 1 (Low) to 4 (High). Online services users can only access online services options rated at or below their assigned access level.


Level 1

This level provides access to a limited range of online services options that do not display any details from your Centrelink record. Level 1 provides access to options such as making an online claim for first-time Centrelink customers.


Level 2

This level provides access to online services options that display low-sensitivity details from your Centrelink record. Options available to users with this access level include the report employment income and request a document services.


Level 3

This level provides access to online services options that display moderately sensitive details from your Centrelink record. Most online services options are available to users with this access level.


Level 4

This level is intended to provide access to future online services options that display highly sensitive details from your Centrelink record. All online services options are available to users with this access level.



For more information about online services, including passwords and secret questions and answers, go to Online services frequently asked questions.

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