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.
On this page
What each level can access
Your access level controls the range of Online Services options that will be available to you when you log on. 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 | Access description |
|---|---|
| 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. |
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How the access level is determined
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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Upgrading your access level
To increase your access level, you can upgrade at any time. To do this you will need to re-register for Online Services and achieve your required access level. It is recommended that you achieve at least access level 3 so that you can use most of the Online Services options.
Re-registering will not delete your existing account and you will simply upgrade your current access level. To do this:
- select the register for Online Services link located under the log on button on the Centrelink home page
- identify yourself using your Customer Reference Number (CRN)
- select 'I need to re-register because I want to increase my access level'. During the re-registration process you can choose to keep your existing password and your current secret questions and answers
- answer questions about yourself and your Centrelink record to help us verify your identify
- confirm your access level
- log on to Online Services and use your new access level.
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How to determine your access level
To determine your access level you will need to:
- select 'view all Online Services' on the left hand side menu once you are logged on to Online Services
- observe your access level on the top of the page and a list of all the services you can use at this access level.
Having trouble upgrading?
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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For more information about Online Services, including passwords and secret questions and answers, refer to Online and Phone Services frequently asked questions.