Phone Self Service
Centrelink's Phone Self Service provides you with a secure and convenient way to do some of your Centrelink business.
on this page
Registering
You can register for Phone Self Service
- online, when you register for Online Services
- by using the Phone Self Service line 13 6240 to self-register
- by telephoning Centrelink on your regular '13' number
- at a Centrelink Customer Service Centre.
For more information on how to register, refer to the Online Services and Phone Self Service frequently asked questions.
How to register for Phone Self Service
Transcript [RTF, 2 pages, 69KB]
Using Phone Self Service
Once you are registered to use Phone Self Service, you can call
- the Phone Self Service line on 13 6240, or
- the Reporting line on 13 3276 (if eligible).
When you call, make sure you have your Customer Access Number (CAN) and Personal Identification Number (PIN) handy.
When you hear the prompts
- say your CAN, including the letter at the end
- key your PIN
- select from the menu to continue.
The service will guide you through the rest. You don’t have to be extra loud or extra slow—just speak naturally.
Phone Self Service line options
Call 13 6240 to access a range of options, including:
- accessing information about your past and future payments
- updating your Family Income Estimate details
- completing your review of Rent Assistance
- apply for an Advance Payment
- listen to your Working Credit or Income Bank balance
- request to have a replacement card, Income Statement sent to you in the mail
- update your course details for Youth Allowance or Austudy.
Reporting line
You can call 13 3276 to report your income and/or Activity Test requirements every fortnight to ensure you receive your Centrelink payment.
Service available times
| State | Monday | Tuesday to Thursday | Friday | Saturday | Sunday and National Public Holidays |
|---|---|---|---|---|---|
| ACT, NSW, TAS, VIC | 3 am to 12 midnight | 12 am to 1 am, 4 am to 12 midnight | 12 am to 1 am, 4 am to 12 midnight | 4 am to 8 pm | 4 am to 10 pm |
| SA | 2:30 am to 12 midnight | 12 am to 12:30 am, 3:30 am to 12 midnight | 12 am to 12:30 am, 3:30 am to 11:30 pm | 3:30 am to 7:30 pm | 3:30 am to 9:30 pm |
| NT | 1:30 am to 11:30 pm | 2:30 am to 11:30 pm | 2:30 am to 10:30 pm | 2:30 am to 6:30 pm | 2:30 am to 8:30 pm |
| QLD | 2 am to 12 midnight | 3 am to 12 midnight | 3 am to 11 pm | 3 am to 7 pm | 3 am to 9 pm |
| WA | 12 am to 10 pm | 1 am to 10 pm | 1 am to 9 pm | 1 am to 5 pm | 1 am to 7 pm |
Getting help using Phone Self Service
If you experience difficulties with using Phone Self Service, stay on the line and you will be transferred to a Customer Service Adviser (during staff support hours).
Smart phones keypads
Customers with 'smart phones' may experience reliability issues when using the screen to make keypad selections in Phone Self Service.
Centrelink's Phone Self Service is designed for you to speak your answers. When you choose to use your smartphone keypad, turning down the volume on the device can help reduce feedback and improve accuracy.
This advice may also assist computer based VOIP users having similar issues.
More information
- Self service booklet
- Phone Self Service – handy tips factsheet
- For more information about Phone Self Service refer to the Online Services and Phone Self Service frequently asked questions.