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Online letters

The online letters service lets you view some letters from Centrelink and the Family Assistance Office over the internet. This reduces the amount of letters sent to your mailing address.

When you have a new online letter, Centrelink will send an SMS or an email to your nominated SMS phone number or email address.

Using this service

Using this service you can:

• view and print online letters
• access online letters that have been sent to you for up to 60 days.
• view and print online letters for a customer, if you are their nominee.

In order to use this service, you will need to:

• register for online services with access level 3
• select the logon button and enter your Customer Access Number (CAN) and password
• select “Reminders and Letters service”
• select “Reminders and Letters Subscription” from the menu to subscribe to the service
• once subscribed to online letters, select “View Online Letters” to view letters in Portable Document Format (PDF), using Adobe Acrobat Reader 8 or another PDF viewer

In order to use this service as a nominee, you will also need to:

• register for online services as a nominee
• select to act for yourself on the “Select who you wish to act for” page and then select “Reminders and Letters Subscription” from the menu to subscribe to the service
• once subscribed to online letters, select to act for yourself on the ‘Select who you wish to act for’ page and then select “View Online Letters”. You will then be able to view letters for yourself and the customer/s you are a nominee for.

You will continue to get letters from Centrelink or the Family Assistance Office in the mail that require you to fill in information and return.

If you change your mobile phone number or your email address you will need to tell us straight away. To report any changes telephone us on your regular 13 number or visit your nearest Centrelink Customer Service Centre.

You will not be able to receive online letters if you:

• are living permanently outside Australia
• are not in receipt of Centrelink payments because of a compensation preclusion period
• have requested that only certain Centrelink staff have access to your records.

To find out more about online letters and online services, including passwords and secret questions and answers, view the Online letters frequently asked questions page on the website.

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