What you can expect from Centrelink
Centrelink’s Customer Service Charter
This charter tells you the standard of service you can expect from Centrelink
and what to do if you are unhappy with the service you received. It also tells
you about your responsibilities as a Centrelink customer.
It was developed with input from customers, policy departments, community representatives and Centrelink
staff.
If you have any comments about this Service Charter please email us at customer.charter@centrelink.gov.au
or contact us using any of the other options described in this document.
About Centrelink
Centrelink is an Australian Government agency within the Human Services portfolio. We deliver payments
and services for a number of government departments.
Our purpose is to assist people to become more self-sufficient and improve the opportunities of people who
are of working age to find a job, while supporting those in need. We also support those who require special
assistance during different life stages such as planning for retirement, experiencing illness or a crisis.
We have over 300 Customer Service Centres Australia-wide and more than 20 Call Centres. We also have over
500 agents and access points in rural and remote Australia with free phone and fax available for Centrelink
business. You can access our online services from any computer with internet access, Centrelink office or
Centrelink agent.
CEO statement
We know you value good customer service. Our aim is to give you access to easy, high-quality services that
work for you. This Service Charter tells you what you can expect from us, what you need to know about your
responsibilities and how to let us know if we are doing well or could do better. It also tells you about how we
keep an eye on ourselves by measuring whether we are meeting our commitments to you.
Carolyn Hogg
Chief Executive Officer
Centrelink
Contents
About Centrelink 3
CEO statement 3
Contents 4
What you can expect from us 5
1. You can expect us to make it easy for you to use our services. 5
2. You can expect us to treat you with respect and courtesy. 6
3. You can expect us to explain your options to you. 7
4. You can expect us to respect your rights. 8
How will we know whether we have met our commitments to you? 8
How you can help us 9
Your responsibilities 10
What to do if you think a decision is wrong 11
Compensation from Centrelink 11
How you can tell us what you think of our services 12
The Commonwealth Ombudsman 14
Your privacy 14
You can see documents we hold about you15
How to contact us 16
By phone 16
In person 18
In writing 18
Centrelink self service 19
How to find out more about other relevant Centrelink publications 21
Help in other languages 22
For further information 22
Languages other than English 23
What you can expect from us
1. You can expect us to make it easy for you to use our services.
We will do this by:
• making it as convenient as possible for you to contact us or do business with us in person, over the phone or
through agents and access points in rural and remote Australia
• making information available online that will satisfy your need for general enquiries and increasing access to
Centrelink services on the internet
• providing offices where you can feel safe and your personal privacy is assured, and
• providing interpreter or teletypewriter (TTY) services if you need them.
If you need an interpreter or a translation service for any documents you need to support a Centrelink claim we
will provide one at no cost to you. Confidentiality provisions and a Code of Ethics cover Centrelink interpreters
and translators which means you can be sure that your information remains private.
If you are deaf or have a hearing or speech impairment, you can contact Centrelink using the free TTY service
(see page 17). A TTY service is also available if you wish to contact the Customer Relations line to provide
comments, feedback, complaints or compliments.
Some Centrelink Customer Service Centres and Call Centres have Indigenous staff who speak Aboriginal or
Torres Strait Islander languages. If you need assistance from these staff please ask us.
This is how you can judge whether we have made it easy for you to use our services.
• We will answer 70 per cent of your phone calls within two and a half minutes (you may have to wait longer
during our busiest times).
• We will reduce the time that you wait in a queue when you come in to a Centrelink office.
• If we can’t answer your question immediately, we will get back to you within an agreed time.
2. You can expect us to treat you with respect and courtesy.
We will do this by:
• being friendly, courteous, fair and impartial in our dealings with you
• treating you with dignity and respect
• behaving with honesty and integrity
• identifying ourselves when we talk to you, and
• having trained and professional staff who will uphold the Australian Public Service Code of Conduct.
This is how you can judge whether we have treated you with respect and courtesy.
• We will always behave towards you in a way that upholds the Australian Public Service Code of conduct
(www.apsc.gov.au) and the principles of the Charter of Public Service in a Culturally Diverse Society
(www.immi.gov.au).
3. You can expect us to explain your options to you.
This means we will:
• explain the Centrelink services and payments that are available to you and that meet your personal
circumstances
• give you complete information that is accurate, consistent and easy to understand
• explain what you need to know and what you need to do
• do all your Centrelink business when you contact us
• correct any mistake openly, honestly and quickly, and
• respond courteously and promptly to any complaint you have about our service.
This is how you can judge whether we have explained your options to you.
• At all times we will work with you to match Centrelink services and resources to your individual
circumstances.
• We will work with you to resolve any complaint as early as possible but we may take up to five working days
to answer more complicated complaints.
4. You can expect us to respect your rights.
This means we will respect your right to:
• seek a review of, or to appeal social security decisions we make (see page 11)
• see the information we hold about you in accordance with the law (see page 14), and
• have your personal information protected and not disclosed to anyone else without your consent or unless
the law requires us to disclose it (see page 14).
This is how you can judge whether we have respected your rights.
• We will clearly explain our decisions to you and tell you about your rights and responsibilities and what you
need to do.
• When you ask Centrelink to review a decision we have made, the review will usually be completed within 28
days.
How will we know whether we have met our commitments to
you?
We will be asking you through regular surveys, listening to your feedback and talking to community
organisations and other government agencies and departments to monitor how well we are doing. The results
will be used to regularly update and improve the way we deliver services to you and will be published in the
Centrelink Annual Report and online at www.centrelink.gov.au
We want to hear from you if you feel we haven’t met our commitments to you (see page 12).
How you can help us
We can provide a better service if you:
• treat our staff with courtesy and respect
• have your Customer Reference Number (CRN) handy if you are already a customer (this appears on
letters we send you)
• call us first if you have any questions—this may save you time. Our website may also have the information
you need (for example, confirmation that your Centrelink payment is in your bank account). Remember in
order to protect your privacy and security when using our self service facilities, never tell anyone else your
PIN
• have all the requested information, documents and completed forms when you apply for any payment.
Call us if you are unsure what you need to provide
• tell us as soon as possible if you have made a mistake, or you think we have made a mistake, and
• let us know if you will be late or are unable to keep an appointment you have with us. You can either call
the number shown on your letter if you have one, or call to let us know.
Your responsibilities
To continue to receive correct services and payments from us, you are expected to:
• Tell us if your circumstances have changed or are about to change
If you have changes in your circumstances like finding a job, changing living arrangements or address, or
starting or stopping study, you need to tell us. If you don’t tell us about changes in your circumstances, you
may receive payments you are not entitled to receive.
• Meet any other necessary conditions for the services or payments you are receiving
You may need to meet certain conditions, for example, look for work, study or meet appointments that are
arranged for you, to receive payments from Centrelink. If you are unsure about the conditions for receiving
your payment, please ask us.
• Read, or have read to you, all the information we send or give to you
Contact us if you don’t understand the information. Tell us if you want to give someone else permission to do
this on your behalf.
• Reply to our requests on time
If we ask you to provide us with information within a certain amount of time, it is important that you do so. If
you don’t, your payment may be affected. If you are having trouble getting the information, please let us
know.
If you are unsure about any of your responsibilities, please ask us.
What to do if you think a decision is wrong
Our decisions about your entitlement to a payment or service are made under the law. You don’t have to but if
you wish, you can talk to the person who made the decision. Many people find this a useful first step. If you
think a decision we have made is wrong, you have the right to:
• ask for the decision to be looked at by an independent senior officer (called an Authorised Review Officer)
• appeal to the Social Security Appeals Tribunal (www.ssat.gov.au or call 1800 011 140, or TTY 1800 060
116) if you disagree with the Authorised Review Officer’s decision
• go to the Administrative Appeals Tribunal (www.aat.gov.au or call 1300 366 700, or TTY 1800 650 662)
if you disagree with the Social Security Appeals Tribunal’s decision.
Claiming Compensation from Centrelink
If you think Centrelink has made an error that has caused you a financial loss or some other detriment, you may
claim compensation from Centrelink. You can apply for compensation by visiting a Centrelink office or
phoning 1800 995 496. Centrelink does not discriminate against customers who claim compensation.
How you can tell us what you think of our services
We value your opinion and want to hear what you think about the quality of our service. We want to know
about the things you like about us and if you have any suggestions about how and where we could do better.
We also want to hear from you if you have a complaint, as your experience can help us to improve our service
to you and to others.
To tell us anything about our service, you can:
• call our Customer Relations line on Freecall™1800 050 004 between 8.00 am and 5.00 pm Monday to
Friday
• call the teletypewriter (TTY) service on Freecall™1800 000 567 between 8.00 am and 5.00 pm Monday to
Friday if you have a hearing or speech impairment (a TTY phone is required to use this service)
• visit our website at www.centrelink.gov.au and follow the ‘contact us’ link then go ‘message us’ to send us
an email
• fill in a Tell Us What You Think customer comment card available at any Centrelink office or access it online
at www.centrelink.gov.au
• talk with a Centrelink staff member at any of our offices
• write to us at:
The Manager
Centrelink Customer Relations
Reply Paid 7788
Canberra BC, ACT 2610
You don’t have to tell us your name if you don’t want to, but it will help us keep you informed about the
progress of your complaint. Your privacy will always be respected.
Centrelink will not discriminate against you if you make a complaint. If you think you have been discriminated
against or disadvantaged because of a complaint you have made, please write to:
The Manager
Centrelink Customer Relations
Reply Paid 7788
Canberra BC, ACT 2610
You can also ask for a copy of the factsheet Helping Centrelink improve its service—complaints, compliments
and feedback or access it online at www.centrelink.gov.au
The Commonwealth Ombudsman
You can contact the Commonwealth Ombudsman if you think we haven’t provided you with an adequate
service or if you think your complaint was not handled satisfactorily. The Ombudsman is independent of
Centrelink. You can find more information about the Ombudsman at www.ombudsman.gov.au or you can call
1300 362 072.
Your privacy
Your personal information is protected by law. We cannot look at, use or disclose any personal information we have
about you unless it is allowed under the Privacy Act 1988 and the confidentiality provisions in the laws that
Centrelink administers. If you have a question about privacy, confidentiality, access or disclosure of information,
ask to be put in touch with the Centrelink privacy officer in your area. If you think that Centrelink has breached your
privacy or confidentiality, you can make a complaint to any Centrelink Customer Service Centre or by contacting
our Customer Relations Line on FreecallTM 1800 050 004 or TTY FreecallTM 1800 810 586. You can also ask for a
copy of the factsheet Your Right to Privacy or access it online at www.centrelink.gov.au
You can contact the Office of the Privacy Commissioner if you are still unhappy or if you want to talk to
someone other than Centrelink. You can find more information about the Office of the Privacy Commissioner
at www.privacy.gov.au or by calling 1300 363 992 or TTY 1800 620 241.
You can see documents we hold about you
Under Freedom of Information you can make a request to:
• access documents that Centrelink holds about you
• amend records containing your personal information that is incomplete, out of date or misleading, and
• access manuals, rules and Guidelines that Centrelink uses to make decisions about various legislation it
administers.
A request for access to documents, including your personal records should be in writing. You can use the
Centrelink Freedom of Information form ‘I want to access or change documents’ available online at
www.centrelink.gov.au or at any Customer Service Centre. You can also lodge a freedom of information
request by letter, fax or a statement over the counter at any Customer Service Centre. Centrelink Customer
Service Advisers at Centrelink Customer Service Centres can provide you with a range of documents that
contain your personal information without the need for a written request, such as forms and documents that you
have supplied to Centrelink. Centrelink manuals and instructions are generally available under the Freedom of
Information Act without a written request.
How to contact us
By phone
About to retire or in retirement 13 2300
Needing help after someone has died
Are you ill, injured or do you have a disability 13 2717
Caring for someone
Looking for work (21 and over) 13 2850
Are you a farmer, self-employed or rural Australian
Needing help in a crisis
Recently moved to Australia
Parent or guardian 13 6150
Family Assistance Office
Studying or training 13 2490
Looking for work (under 21)
Youth Allowance
Austudy
Pensioner Education Supplement
ABSTUDY 13 2317
Assistance for Isolated Children 13 2318
Australian Government Services Fraud Tip-off Line 13 1524
BasicsCard Balance Check Freecall™ 1800 057 111
Centrelink Business Hotline 13 1158
Centrelink International Services 13 1673
For information about claiming a payment from a country other than Australia and about claiming or receiving an
Australian payment while outside Australia
Customer Relations Freecall™ 1800 050 004
Suggestions, complaints or compliments
Drought Assistance 13 2316
Financial Information Service 13 2300
Financial Information Service seminar bookings 13 6357
Foreign Income Exchange Line Freecall™ 1800 050 041
If you get income from a country other than Australia and want to know the exchange rate that has been applied
to that income by Centrelink.
Indigenous Call Centre 13 6380
Income Management Line 13 2594
Murray-Darling Basin Assistance and Referral Line Freecall™ 1800 050 015
Payments for Australian Apprentices 13 3633
To speak to Centrelink in a language other than English 13 1202
TTY* Customer Relations Freecall™ 1800 000 567
TTY* Enquiries Freecall™ 1800 810 586
*TTY is only for people who are deaf or have a hearing or speech impairment. A TTY phone is required to use
this service.
Note: calls from your home phone to Centrelink ‘13’ numbers from anywhere in Australia are charged at a
fixed rate. That rate may vary from the price of a local call and may also vary between telephone service
providers. Calls to ‘1800’ numbers from your home phone are free. Calls from public and mobile phones may
be timed and charged at a higher rate.
Some tips when calling
• Stay on the line—try not to hang up and redial, you may wait longer
• Have your details ready—it helps if you have your reference number and any letter you want to talk about
with you when you call
• Have a pen and paper ready to take notes
• We will not give you details about other people, even family members, unless you have written permission or
they are with you when you call.
In person
When you visit a Centrelink Customer Service Centre you will be referred to an appropriate Customer Service
Adviser. Appointments can also be arranged. If you live in a rural or remote area, Centrelink has an extensive
network of Agents and Access Points that may also be able to assist you. For more information call 13 2316 or
ask at a Centrelink Customer Service Centre.
In writing
Our contact address is on every letter we send you, or refer to the White Pages for the address of your nearest
office.
Centrelink self service
A growing number of our services are available online and over the phone. Centrelink self service is a quick
and convenient way to report, update or view your personal details without having to speak to a Centrelink
Customer Service Adviser or visit a Centrelink Customer Service Centre.
You need to register to access these services. There are several ways you can do this:
• online—go to www.centrelink.gov.au and select ‘Register for Online Services’ under the ‘Logon’ button.
You can register for both the Online and Phone Services using the online registration
• phone—call 13 6240 to register for the Phone Service
• call your regular ‘13’ or ‘1800’ number, or
• in person at a Centrelink Customer Service Centre.
We place great emphasis on maintaining and enhancing the privacy and security of your personal information.
When you register, you will need to answer a few questions about yourself and your Centrelink record if you
have one. It will be helpful if you have your Customer Reference Number (CRN) and proof of identity
documents, including those you have already provided to Centrelink.
Secret questions and answers are used to help verify who you are. You will be required to provide five secret
questions and answers when you register for the online or phone service. Secret questions and answers are used
to increase protection over your personal and sensitive information. You will need to correctly answer a secret
question when you log on and if you need to reset your password.
For terms and conditions regarding the use of Centrelink self service, please refer to ‘Conditions of use’ in
the Online Services section at www.centrelink.gov.au
Online Services—are secure, convenient and protect your privacy. Some of the options that make it easier for
you to do business with us:
• check your past and next expected Centrelink payments
• apply for an Advance Payment
• print an income statement, rent certificate, application for fortnightly payment or online mail
• update contact details, bank account details and study intentions
• check appointment details and reporting dates, and
• apply and claim for Age Pension, student payments and family assistance payments.
Phone Self Service—provides you with a convenient way to do some of your Centrelink business:
• call 13 6240—to access a range of phone services
• call 13 3276—(13 EARN)—to report fortnightly employment income (if eligible).
For more information about reporting requirements visit www.centrelink.gov.au
Nominee access to Online Services—gives nominees the choice to do Centrelink business on behalf of a
customer they are nominated for, using Online Services.
Secure Online Mail—gives you the choice to view some letters from Centrelink online rather than having
them sent to your postal address.
Electronic Message Reminder—is a free personalised reminder service that sends a text message or email to
remind you about appointments and lodgement dates.
For more information about Centrelink self service visit www.centrelink.gov.au
How to find out more about other relevant Centrelink
publications
You can download other publications from the Centrelink website at www.centrelink.gov.au—follow the
‘Publications’ link—or you can ask for a copy at your local Centrelink office.
Translated versions of the Customer Service Charter and a range of products in languages other than English
can also be found on the Centrelink website. Follow the ‘we speak your language’ link.
Help in other languages
If you need an interpreter or translation of documents for Centrelink business, we can arrange this for you free
of charge.
To speak to us in a language other than English, call 13 1202 or visit a Centrelink Customer Service Centre
and ask for an interpreter. For information in languages other than English visit www.centrelink.gov.au
and select ‘We speak your language’.
For further information
The information contained in this publication is intended as a guide only.
You should consult a member of Centrelink’s staff or an agent duly authorised by Centrelink to provide you
with further information about the material in this publication.
This document was published in August 2006 and last updated in March 2010.
Languages other than English
CO301A.1003