Online and phone services frequently asked questions

Frequently asked questions about:

• registering for online or phone services
• passwords, PINs, secret questions and access levels
• help using online services.

Registering for online or phone services

• How do I register for online or phone services?
• What does the online registration process involve?
• What does the phone registration process involve?
• Can I register for online or phone services in person?
• How do I register for nominee online services?

How do I register for online or phone services?

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 phone and online services.

You can register at any time, even if you’re not already a Centrelink customer.

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What does the online registration process involve?

To start your online registration, select the register for online services link under the log on button at the right of your screen. To register you will need to:

1. identify yourself using your Customer Reference Number (CRN)
2. answer questions about yourself and your Centrelink record
3. confirm your access level
4. set your password for online services
5. set your Personal Identification Number (PIN) for phone services (optional)
6. set your secret questions and answers, (which can help if you forget your password)
7. receive your Customer Access Number (CAN)
8. receive information about how to log on to use online services
9. follow the prompts to complete the registration process.

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What does the phone registration process involve?

To register by phone, call Centrelink on the number listed below that is most relevant to your circumstances:

Description	Phone number
Looking for work	13 2850
Retirement	13 2300
Disability, illness and carers	13 2717
Families and parenting	13 6150
Youth and students	13 2490
ABSTUDY	13 2317
For information in languages other than English	13 1202

Calls to 13 numbers are the cost of a local call within Australia. Calls from public phones or mobile phones may be charged at different rates.

If you are a customer who uses the TTY service FreeCALL™ 1800 810 586, you will not have access to the phone services. Instead you may choose to register online.

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Can I register for online or phone services in person?

To register in person, simply visit your local Centrelink Customer Service Centre and speak to 1 of our Customer Service Advisors.

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How do I register for nominee online services?

If you are already registered for online services as a customer you can simply add Nominee Access to Online Services once logged in.

If this is the first time you are registering for online services you can select the register for online services link located under the log on button at the right of your screen.

Complete the registration process saying yes you want to Register for Nominee Access to online services when prompted.

You can complete either registration process if have previously registered for online service as a customer.

To find more information refer to nominee online services.

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Passwords, PINs, secret questions and access levels

• What is my CAN, CRN and PIN?
• What is my temporary PIN?
• What is my temporary password?
• What is my password?
• What if I forget my password?
• What are my secret questions and answers?
• What is a receipt?
• What are access levels?

What is my CAN, CRN and PIN?

Your Customer Access Number (CAN) is the number you are given when you first register to use online services with Centrelink and the Family Assistance Office. Please enter this number without spaces.

Your Customer Reference Number (CRN) is your unique Centrelink identifier and is printed on all correspondence sent to you by Centrelink, including Centrelink concession cards. You should keep a record of this number.

Personal Identification Number (PIN) is used for phone services only. The PIN number needs to be numeric - you key in the PIN using the numeric pad on the phone. To access phone services you need to enter your Customer Access Number (CAN) and PIN.

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What is my temporary PIN?

You will receive a temporary PIN if you choose to register for phone services when you register for online services. You should change your temporary PIN as soon as possible. You will be asked to set a new PIN when you use our phone services for the first time.

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What is my temporary password?

You will receive a temporary password when you register for online services. You should change your temporary password as soon as possible. You will be asked to set a new password when you log on to online services for the first time.

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What is my password?

Your password is used for online services only. Your password must be alphanumeric (include at least 1 number and 1 alphabetical character) and be between 6 and 8 characters in length.

To access online services you need to enter your Customer Access Number (CAN) and password.

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What if I forget my password?

If you forget your password you can use the change your password service. It allows you to create a new password by entering correct answers to 2 of your secret questions that you setup when you register.

To be able to use the reset option you need to have a minimum of 5 secret questions and answers recorded.

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What are my secret questions and answers?

You are required to provide 5 secret questions and answers when you register for online services. These are used to increase protection over your personal and sensitive information. You will need to correctly answer a secret question when you log on and if you need to reset your password. You can also manage your secret questions and answers by adding, replacing and deleting them.

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What is a receipt?

A receipt is provided once you have completed a transaction using online or phone services. It is an official record of your transaction. We recommend that you print or write it down for your records.

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What are 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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Help using online services

• Can I call someone for help with online services?
• What browsers can I use for online services?
• What browser settings do I need?
• What are eServices?

Can I call someone for help with online services?

For assistance with Centrelink online services you can contact the online services support hotline on 13 2307. The hotline is available Monday to Friday from 7 am to 7 pm local time.

This number is not for payment enquiries. You can find the payment line most appropriate to your circumstances on the contact us page.

You can also send us feedback or request assistance through help and comments.

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What browsers can I use for online services?

To use our online services, you will need one of the following internet browsers:

• Internet Explorer Versions 6.0 and 7.0
• Firefox Version 2.0
• Safari (on Apple Mac) Versions 2.0 and 3.0
• Safari (on Windows) Version 3.0

These browsers have been tested and confirmed to work with our online services. Other browsers may work, but have not been tested and are not supported.

Note: If you are using Microsoft Internet Explorer to access our online services, please ensure that you have the latest version (including all security and other updates) available from the Microsoft website.

Carefully read Microsoft's instructions and information to ensure you understand the nature of the upgrade changes that will be implemented and that it is compatible with your system and method of operation. Alternatively, you may wish to use a different browser to access your information.

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What browser settings do I need?

Your browser must be set to allow Secure Sockets Layer (SSL), Cookies and JavaScript. Most browsers are supplied with Cookies, SSL and JavaScript turned on, and you should not need to change these settings. Please refer to your browsers help function to find out how to change these settings.

Secure Sockets Layer (SSL)

SSL is used to code all communication between your computer and our services. It is designed to make sure that information sent between yourself and our services can't be read by anybody else.

Cookies

Cookies are small pieces of information that are stored by your browser in your computer. Once you send a message, the cookie is destroyed. If you don't send, or you cancel sending a message, the cookie is destroyed automatically after 30 minutes. This also happens when you close your browser or turn off your computer. For information about how your privacy is protected when using cookies check our privacy and security statement.

JavaScript

JavaScript is a programming language used to run some parts of Centrelink's contact forms and some dropdown menus.

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What are eServices?

Centrelink provides a range of eServices that allow you to access and update personal information, as well as notify us of changes in your circumstances. eServices include online services, phone services, SMS and email reminders and online letters.

The range of services available to you will depend upon the access level you achieve in the registration process. In order to better protect your privacy some services have higher access levels.

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