Centrelink Agents and Access Points Program

Centrelink has a large network of over 200 Access Points and 365 Agents in rural, regional and remote Australia to enhance customer access to Centrelink services.

Centrelink Access Points

Access Points provide free self help facilities where customers can conduct their business with Centrelink. This includes services such as:

• providing information products, forms and brochures
• access to a telephone dedicated to the Centrelink Call network
• facsimile/photocopy facilities for customers to forward material to Centrelink or other related uses (such as, fax a job resume).

Access Point staff can sight and photocopy Proof of Identity (POI) documents so that the customer no longer has to send their original documents in the mail to support their claims. There is no additional face to face staff assistance provided at Access Points.

To locate your nearest Centrelink Access Point, use Find Us.

Centrelink Agents

Centrelink Agents are located in communities which require a more significant Centrelink presence than that provided through an Access Point. In addition to providing the same facilities as an Access Point, an Agent provides a face to face information service to the community and an internet enabled computer and printer for customers to conduct their business. The services provided also include:

• assistance and guidance to customers in the use of self service products, (for example, internet for online service, automated telephone systems and a fax for lodging forms)
• accepting claim forms and other documentation required to be lodged with Centrelink
• responding to customer enquiries and providing assistance, guidance or referral as appropriate.

Note: Centrelink Agents are not Centrelink staff and cannot:

• make any payments or decisions about payments
• review, assess or vary payments
• access Centrelink customer information
• issue Electronic Benefit Transfers (EBTs) or Health Care Cards.

To locate your nearest Centrelink Agent, use Find Us.

More information

For more information, or to ask for help:

• refer to Centrelink Agent and Access Point Contracts information
• find your nearest Centrelink Agent or Access Point
• phone Centrelink on your main services and payments telephone number
• send us a secure online message

[ return to top ]