Account Details

Help for Online Logon

There are a range of step-by-step guides to help you use your Centrelink online account. The guides take you through the main Centrelink online transactions, one step at a time.

Use your Customer Access Number and password to logon. If you are using Online Services for the first time, you need to register before logging on.

If you forget your password, you can get a new password or you can register again to get a new one. To register again, select the 'I've forgotten my password or CAN' link.

If you have obtained a Personal Identification Number (PIN) for Centrelink's telephone self service facilities, the PIN is not recognised as your password to logon to our Online Customer Services. You need to register before logging on.

For privacy reasons, once you start using this service, you will be "timed out" if you do not continue to use it by clicking on a field, entering information or scrolling up or down the page at least once every fourteen minutes.

Customer Access Number

Your Customer Access Number (CAN) is the number you were given when you first registered to use online services with Centrelink and the Family Assistance Office. Please enter this number without spaces.

Password

This is the password you supplied when you first registered to use online services with Centrelink and the Family Assistance Office. If you forget your password, you need to register again to get a new one. To register again, select the 'forgotten your password' link.

Personal Identification Number

Your Personal Identification Number (PIN), if you have one, is the number you selected when you registered to use Centrelink's telephone self service facilities. This number cannot be used to logon to Online Customer Services.

Secret Questions and Answers

This service allows you to increase your security level. You are being asked to do this so that Centrelink can increase protection over services that allow access to your personal and sensitive information.

To increase your security level you need to correctly answer one or more of your previously provided Secret Questions, depending on the security level required by the service you are attempting to access.

You must have the minimum number of secret questions and answers recorded to use this service. If you do not have enough secret questions and answers to use this service you can set more online using 'Set Secret Questions and Answers'.

For privacy reasons, once you start using this service, you will be "timed out" if you do not continue to use it by clicking on a field, entering information or scrolling up or down the page at least once every fourteen minutes.

Your secret questions and answers would have been provided when you registered, upgraded your registration, or after you first logged on to use Customer Online Services, using the 'Set Your Secret Questions and Answers' option. If you have less than the minimum required number you will be prompted to enter more each time you log on to Customer online Services. Your secret questions and answers are used to help increase protection over your personal and sensitive information.

Your secret questions and answers will be encrypted and cannot be read by Centrelink staff.