Services for people with a disability
Centrelink is committed to ensuring everyone has access to Centrelink payments and services regardless of their disability, illness, injury or caring responsibilities. This page outlines the ways Centrelink supports this commitment.
On this page
Contacting Centrelink
Specialised telephone services
Centrelink has established a dedicated phone line to answer enquiries relating to Centrelink payments and services for people with a disability, illness or injury and for carers. This phone line is staffed by specially trained Centrelink Customer Service Advisers. The phone number is 13 2717. To ensure easy access to this phone service, there are minimal messages at the beginning of the call and customers are transferred directly to a Customer Service Adviser without the need to select the appropriate service from a menu.
Customers who are deaf or have a hearing or speech impairment can contact Centrelink through the free TTY Service. This phone number is FreeCALL™1800 810 586. A TTY service is also available for customers wanting to contact the Customer Relations Line to provide comment, complaints or compliments. This phone number is FreeCALL™1800 000 567.
Customers can also contact Centrelink through the Australian Communication Exchange by using a standard phone handset to access the Speech to Speech Relay. Customers who rely on text need a TTY (telephone typewriter) or computer and modem to access the Hearing Carry Over, the Voice Carry Over or the general National Relay Service. Customers can use this service by calling 13 3677.
Online services
Centrelink’s online services provide customers with self service delivery options while protecting their privacy and security. Centrelink’s Self Service lets customers use the phone or internet to find, update or ask for some of their personal information from Centrelink. Details on how to register for this service can be found in the Online Services section on the Centrelink website.
Nominees
Nominee arrangements are available to assist customers to deal with Centrelink. Customers can nominate another person or organisation to handle their business with Centrelink on their behalf. This person can be a relative or friend, the Public Trustee, Guardian Board or a representative of the organisation caring for the customer. Customers can find out more about this service by calling 13 2300 or by visiting the Someone to deal with Centrelink for you web page.
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Website Accessibility
Centrelink is dedicated to improving the accessibility and usability of its website information for all Australians, including those with a disability or with technical limitations.
The Centrelink website has been designed to work well across the majority of popular browsers and meets industry accessibility standards (W3C Consortium). Download times are also minimised as much as possible to assist those with limited bandwidth capabilities.
Customers with a disability, illness or injury should call 13 2717 if there is information on the website they cannot access. Centrelink will try to provide the information in an alternative format.
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Visiting a Customer Service Centre
There are a number of ways customers with a disability, illness or injury can access Centrelink’s payments and services without having to go to a Customer Service Centre. If a customer must visit Centrelink, it is recommended they make an appointment booking on 13 2717. The following provisions have also been made:
Physical Access
Centrelink has a policy to ensure people are provided with safe and equitable access to and within all Centrelink premises. Centrelink meets all Australian standards in relation to physical access, ensuring that customers with disabilities have access to all building facilities and amenities.
Seating
All Customer Service Centres have seating available for customers. Any customer that needs to be seated immediately should approach a staff member to let them know they are in the office and the nature of their enquiry. The staff member will then ensure that the customer is comfortable and that their enquiry is dealt with.
Toilet Access
All customers are able to access toilets upon request. Where toilets are not located within a Customer Service Centre, staff will provide information on the nearest public toilet location. New directional toilet signage has recently been sent to all Customer Service Centres.
If customers have an urgent medical or personal need they should notify a staff member immediately.
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Specialist Services
Alternative formats for publications
Information affecting customers with a disability, illness or injury is available in alternative formats. These formats include audio cassette/CD, large print, Braille, and E-text. Centrelink can also provide information products in other formats upon request.
Some Centrelink publications may be available in languages other than English.
Customers who are interested in this service should contact their local Customer Service Centre or phone the Centrelink Disability, Sickness and Carers line on 13 2717.
Language interpreters
Centrelink ensures that customers have access to information about Centrelink’s payments and services in other languages. Interpreters are available in a range of community languages, sign language (Auslan) interpreters for hearing impaired customers, and a translation service for customers who speak a language other than English.
Customers who are interested in this service should contact their local Customer Service Centre or phone the Centrelink Disability, Sickness and Carers line on 13 2717. For multicultural services call 13 1202.
Accessible letters
Customers are able to request letters from Centrelink in alternative formats. Customers can choose to receive their letters to be read over the telephone, converted to a larger font, converted to Rich Text or Plain Text Format and sent on CD, or converted to Braille.
Customers who are interested in this service should contact their local Customer Service Centre or phone the Centrelink Disability, Sickness and Carers line on 13 2717.
Vision Australia Radio (RPH)
Centrelink Today is a radio programme for visually impaired and print handicapped people. Regular broadcasts are held on Vision Australia Radio (RPH) for each Australian state or territory.
For more information on the times of programmes check the radion guide for your area.
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Improving access to Centrelink Services
To ensure everyone has equal access to the payments and services provided by Centrelink, various consultative networks have been established to examine service delivery issues. These include:
- regular communication with customers and peak bodies to ensure that our service meets the requirements of the Australian public, including the development of policies in relation to implementation strategies, promotional material, system changes, and physical access
- the Centrelink Disability Customer Service Reference Group - an initiative aimed at listening to the views and experiences of customers. The group meets twice a year. Members include representatives from disability and carer peak bodies, community organisations and other relevant Australian Government departments. They provide feedback and suggestions to ensure that Centrelink services reflect customers' needs and are accessible and appropriate.
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How can I find out more information about Centrelink's disability services?
For more information about any of these services, telephone Centrelink Disability, Illness and Carers Call on 13 2717 or contact your nearest Centrelink Customer Service Centre.
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