A GUIDE TO PAYMENTS AND SERVICES
This book has been prepared by Centrelink to provide information about payments and services it delivers on
behalf of its policy departments and other government entities:
• Department of Families, Housing, Community Services and Indigenous Affairs (including the Family
• Child Support Agency
• Department of Infrastructure, Transport, Regional Development and Local Government
• Department of Veterans’ Affairs
• Department of Health and Ageing, including the Office of Hearing Services
• Department of Education, Employment and Workplace Relations
• Department of Agriculture, Fisheries and Forestry
• Department of Foreign Affairs and Trade
• Department of Broadband, Communications and the Digital Economy
• Department of Immigration and Citizenship
• Department of Resources, Energy and Tourism
• Department of the Treasury
• Australian Electoral Commission
• Attorney-General’s Department
• Australian Taxation Office
• New South Wales State Government
• State and territory housing authorities
• Countries with which Australia has an International Social Security Agreement.
Note: Centrelink information is intended as a general guide only. While all care is taken in the preparation of
information and material in this publication, Centrelink cannot be responsible for the interpretation of the
information or its application to an individual’s circumstances. People are advised to contact their nearest
Centrelink Customer Service Centre or Centrelink Call Centre for details of any payments for which they may
be eligible, or how any pending changes in legislation, programs or services may affect them.
For Centrelink phone numbers and Customer Service Centre addresses listed by state/territory, see Appendix 1.
Call Centre numbers are listed on the back cover of this book.
This handbook can be downloaded from the Centrelink website at www.centrelink.gov.au
Calling Centrelink on one of the numbers listed below will put customers, or people calling on behalf of a
customer to notify an “Intent to Claim”, in contact with a Centrelink Call Centre. Calling a call centre is the
quickest way for customers to get answers to specific questions and solutions to particular problems.
Centrelink’s experience shows that approximately 70 per cent of all customers can have their issues fully dealt
with during their phone call.
If the matter cannot be fully resolved during the first call, experienced Call Centre Customer Service Advisers
can find the best and fastest options. When the matter is complex, it may be referred to a local Centrelink
Customer Service Centre.
Personal help from Centrelink is available by calling one of these numbers:
Looking for work 13 2850
Newstart Allowance, Youth Allowance (Job Seeker), Mature Age Allowance, Exceptional Circumstances
Relief Payment, Widow Allowance, Special Benefit, Crisis Payment, Bereavement Allowance, access and
referrals to Job Network services (Partner Allowance, Parenting Payment, or if your spouse or partner receives
one of these payments).
Planning for or needing help in retirement 13 2300
Age Pension, Pensioner Concession Card, Commonwealth Seniors Health Card, Retirement Assistance for
Farmers Scheme, Bereavement Allowance (Partner Allowance or if your spouse or partner receives one of
Someone who is ill, injured or has a disability 13 2717
Disability Support Pension, Carer Payment, Mobility Allowance, Sickness Allowance, Carer Allowance,
Bereavement Allowance (Wife Pension, Partner Allowance, or Parenting Payment or if your spouse or partner
receives one of these payments).
Parent or guardian 13 6150
Family Assistance Office, Baby Bonus, Maternity Immunisation Allowance, Family Tax Benefit, Child Care
Benefit, Child Care Tax Rebate, Jobs, Education and Training (JET) Child Care Fee Assistance, Health Care
Cards, Parenting Payment, Double Orphan Pension, Bereavement Allowance.
Indigenous Call Centre 13 6380
Income Management, Change of address, change of circumstances and general information. Planning to study
or undertake training (or currently studying or undertaking training), self-employed or a farmer.
Youth Allowance (students) 13 2490
Austudy 13 2490
ABSTUDY 13 2317
Assistance for Isolated Children 13 2318
Australian Apprentices (full-time apprentices and trainees) 13 3633
Australian Government Drought Assistance Hotline 13 2316
Murray-Darling Basin Assistance and Referral Line Freecall™ 1800 050 015
Farmer Assistance Freecall™ 1800 050 585
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
TTY* Customer Relations Freecall™ 1800 000 567
People who are deaf or have a hearing or speech impairment may access the above services through the
National Relay Service by calling 13 3677 and quoting the relevant “13” or “1800” number. People using the
Hearing Carry Over, Voice Carry Over or the National Relay Service will need a modem or TTY. Speech to
Speech Relay can be accessed with a standard phone.
Centrelink International Services (CIS) 13 1673
Enquiries about claiming a payment from another country or receiving an Australian payment while living or
holidaying outside Australia.
Calling CIS from outside Australia +61 3 6222 3455
In some countries, callers may be able to call free of charge by phoning the number below for the country they
are calling from:
Austria* 0800 295 165
Canada1888 2557 493
Denmark 8088 3556
Germany 0800 180 2482
Greece* 0080 0611 26209
Italy* 800 781 977
Netherlands* 0800 0224 364
New Zealand 0800 441 248
Philippines* 1800 1611 0046
Portugal* 800 861 122
Spain 900 951 547
Turkey 00800 6190 5703
United Kingdom 0800 169 5865
United States 1866 3433 086
* need to insert coins/card in pay phones as for a local call. May not be refunded at end of call.
Callers in these countries are strongly encouraged to use the number listed, as it is cheaper and easier.
Callers in countries not listed, or unable to use the above free call numbers, may contact the local operator and
ask them to reverse the charges to our number +61 3 6222 3455 and will not have to pay for the call.
To speak to Centrelink in languages other than English 13 1202
Centrelink Business Hotline 13 1158
Centrelink Business Hotline Fax 13 2115
A quick service for employers about Centrelink issues, including:
• help with completing requests for employment and wage details
• accepting information about incorrect social security entitlements
• general information on Centrelink issues and referral to other government agencies.
Customer Relations Freecall™ 1800 050 004
Australian Government Services Fraud Tip-off Line 13 1524
Financial Information Service Seminar bookings 13 6357
Financial Information Service 13 2300
Debt Recovery 13 6330