Online Letters frequently asked questions

What are online letters?

The Online Letters service is an alternative way for you to receive most of your mail from Centrelink and the Family Assistance Office. You can log on securely to view and print your letters. This will reduce the amount of paper letters sent to your postal address. With Online Letters you can:

• view and print online letters
• access online letters that have been sent to you for a period of 90 days, provided you initially view the letter within 5 days
• view and print online letters for a customer, if you are a nominee

Most of your letters will be available online, however, you will continue to receive some mail through Australia Post like reply paid envelopes, information and some types of brochures, as well as paper forms that Centrelink requires you to fill in and return.

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What is an online letter notification?

When you have a new online letter, Centrelink will send an SMS or an email to your mobile phone number or email address.
If you have provided your email address please ensure that:

• your email address is correct and current
• you have listed Centrelink as a trusted agent so that any emails Centrelink sends you are not rejected as SPAM
• you have enough space in your mailbox to receive notifications.

An online letter notification lets you know that you have a new online letter. You will need to log on to Centrelink Online Services or the Family Assistance Office to view it.

If you change your mobile phone number or email address you need to tell Centrelink straight away. To report any changes log into your Online Service account and select ‘Contact details’ or you can telephone us on your regular 13 number orvisit your local Centrelink Customer Service Centre.

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Why doesn’t Centrelink send me a direct link to view my online letter?

Your privacy is important to us. Centrelink will not send any direct links to view your online letters so your private information remains secure.

You will only receive notification of a new online letter by SMS or email. Then you will need to log on to our secure Online Services and access your letter from the ‘Online Letters service’.

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Can I respond to online letter notifications?

Emails and SMS messages sent in response to online notifications are not monitored. Please do not reply to online letter notifications.

If you have a payment related enquiry, please contact us another way for assistance. You can telephone us on your regular 13 number or visit your local Centrelink Customer Service Centre. You can also send us feedback or request assistance through help and comments.

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Why can’t I view my letters?

You may have experienced some issues viewing online letters depending on the PDF viewer you are using.

If you are using Adobe Reader, the minimum version should be Adobe Acrobat Reader 8.

You may also have problems viewing your letters if your Online Services registration is not at least access level 3.This is the required level to view your online letters.

For more information, refer to the access levels page.

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As a nominee can I choose who I receive online letters for?

If you are a nominee and are subscribed to Online Letters you will receive online letters for both yourself and the person/s you are a nominee for. If you have more than one person you are nominee for, you will receive online letters for each person.

If you are a nominee, you need to access online letters for the person/s you are a nominee for through your own Online Services account. You do this by choosing to act for yourself on the 'Select who you wish to act for' page and then the 'view Online Letters' service. This is like receiving letters for yourself and as a nominee in your own letterbox at home. Most of your letters will be available online, however, you will continue to receive some mail through Australia Post like reply paid envelopes, information and some types of brochures, as well as paper forms that Centrelink requires you to fill in and return.

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How do I clear my browser cache (temporary internet files)?

If you are using a public computer (one that many people have access to) you will need to clear the browser cache to make sure that no one else can see the Centrelink letters you have viewed.

How you do this depends on the type of browser you are using. Two commonly used browsers are Microsoft Internet Explorer and Mozilla Firefox. Below is a list of instructions for clearing cached files from various browsers.

Internet Explorer

1. Select "Tools" then "Internet Options" from the main menu.
2. Change to the "General" tab.
3. Select the "Delete" button.

Mozilla Firefox

1. Select "Tools" or "Edit" then "Options" from the main menu.
2. Select the privacy icon at the top of the window.
3. Under "Private Data" select "Clear now" and then select "OK".

How do I get online letters?

You need to be registered for Online Services to use online letters.

For more information about subscribing to Online Letters, view the Online Letters page.

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What are the terms and conditions for using Online Letters?

You need to read and agree to the terms and conditions before you subscribe. All customer information is protected by laws, such as the Commonwealth Privacy Act and confidentiality provisions in Social Security Law.

This service will replace delivery of some Centrelink and Family Assistance Office letters to your mailing address.

This service will display your mail in the same format as it currently is on paper. This means:

• your name, address and Customer Reference Number (CRN) will be displayed within the Online Letters facility
• payment, income and assets and bank account details may be displayed within the Online Letters facility.

This service is voluntary and you are able to withdraw at any time.

You will receive a 'welcome to the Online Letters facility' letter to your postal address to confirm you have subscribed to the service.

To use this service, you will need:

• access
• to be registered for Online Services
• to view online letters using a Portable Document Format (PDF), e.g. Adobe Acrobat.

Note: if you are using a public computer avoid saving any online letters on the hard drive of your computer. If you decide to save files to your hard drive, ensure you clear temporary files on your computer before you log off.

What if I change my contact details?

If you have level 3 access for Online Services, you can log on to Online Services and make changes to your contact details by:

• selecting the 'Personal Detail' menu item
• selecting View/Update Address, Accommodation or Contact Details.

Alternatively you can report changes by phone on your relevant 13 number or visit your nearest Centrelink Customer Service Centre. You need to check your Online Letters facility regularly for letters.