Accessing Australian Government Services: Digital Tools and Support for Users
Discover various digital tools and services offered by Services Australia to manage government services easily. Explore Express Plus apps for Centrelink, Medicare, and Child Support, use myGov for secure online access to government services, and learn about phone self-service options and support for grandparents and non-parent carers. Stay informed and connected with the latest information for efficient service management.
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Digital and Specialists Content is correct as of October 2021. Please check the Services Australia website for the latest information.
I acknowledge the Traditional Custodians of the lands we live on. I pay my respects to all Elders, past and present, of all Aboriginal and Torres Strait Islander nations.
Express Plus apps You can use our Express Plus apps to manage your services anytime on your mobile device. Express Plus Centrelink mobile app With our apps you can: claim a Medicare payment track your claims and payments view your payment and transaction history update your personal details view your digital concession, health care or Medicare cards. Express Plus Medicare mobile app To use the app, you need an online account and need to download and setup the app. Express Plus Child Support mobile app To find out more about our Express Plus apps, visit servicesaustralia.gov.au/expressplus
myGov myGov is a simple and secure way for you to access a range of Australian Government services online. To get started you need to create a myGov account. You can then link to other to your Medicare, Centrelink or Child Support online account. myGov includes: Medicare Centrelink Child Support Australian Taxation Office My Health Record National Disability Insurance Scheme. By using myGov, you can: get messages sent to your secure myGov Inbox update your personal details with Centrelink and Medicare be confident your personal information is secure access your online accounts overseas link to other government services. To find out more about myGov, visit my.gov.au
Phone self service Our self service phone lines offer a range options for you to access and update your information over the phone. You can use it 24 hours a day, 7 days a week. Call the Centrelink phone self service line to: check payment information, such as past and future payments update your family income estimate complete your Rent Assistance review apply for an advance payment hear your Working Credit or Income Bank balance. Centrelink phone self service - 136 240 Call the Child Support info service line for information about your: next child support payment last child support payment. Child Support info service - 131 107
Grandparent Advisers (GA) We have advisers who help grandparents and non parent carers who provide ongoing care for children. Our Grandparent Advisers can help you if you re a grandparent or non parent carer providing ongoing care for children. They can: give you information to meet your needs refer you to federal, state and community services give you information in relation to payments and services delivered by Services Australia, including Centrelink, Medicare and Child Support services provide support and assistance in the claiming process refer you to other government and non government agencies if you need further assistance build and maintain relationships in the community and across government. Call our Grandparent Adviser Line on Freecall 1800 245 965. This is free if you call from your home phone.
Indigenous Service Officers (ISOs) Our Indigenous Service Officers (ISOs) support local Aboriginal and Torres Strait Islander communities to improve access to, and understand Service Australia s payments and services. We establish strong community relationships to support Aboriginal and Torres Strait Islander communities with complex needs and cultural sensitivities. Customers can contact the Indigenous Call Centre on Freecall 1800 136 380 This is free if you call from your home phone. ISOs do this by: establishing and maintaining meaningful connections and effective working relationships through community engagement activities undertaking promotion and education activities to improve outcomes aligned to Service Australia s priorities being cultural experts who understand community needs and aspirations ensuring Services Australia develop culturally appropriate service delivery responses to meeting local needs leveraging stakeholder relationships to identify trends and gaps in service delivery advocating for Aboriginal and Torres Strait Islander communities building the cultural capability of service delivery staff and leaders supporting service delivery staff to achieve the most appropriate outcome for the customer but ensuring cultural knowledge and understanding is applied when making decisions.
Community Engagement Officers (CEOs) Community Engagement Officers work collaboratively with community and third party organisations to identify and support people experiencing vulnerability and complex issues. They help vulnerable members of the community to access our agency s payments and services. The Community Engagement Officer program has evolved through a range of community liaison since the early 1990s. We currently have about 90 CEOs across the country in both regional and metropolitan areas. You can find a Community Engagement Officer in many places, such as: mental health facilities general crisis and support services specialist accommodation services youth services drug and alcohol services family and domestic violence services community interagency meetings. We can help you access information, payments and services if you are having a difficult time accessing mainstream agency services.
Multicultural Service Officers (MSOs) Our Multicultural Service Officers work with multicultural community groups, staff and other government departments. They do this to: promote and improve access to our payments and services build relationships in the community and across government improve service delivery to culturally and linguistically diverse (CALD) people by understanding their needs provide support and assistance in complex cases help our staff to communicate with CALD people through language services raise awareness and competency of our staff in servicing CALD people build and maintain relationships with internal stakeholders to raise the profile of multicultural services. Our specialists help migrant and refugee communities connect with our services.
Social Workers (SWOs) Social workers work with staff and community to support customers with multiple and complex issues. This includes: people who are presenting as at risk of suicide or self-harm young people without adequate support people experiencing family and domestic violence. Customers can call their usual payment number to ask to speak with a social worker. We can help you with: short term counselling information referrals to support services. Social work help can include: short term counselling for people presenting with complex needs, aimed at stabilising their circumstances. People presenting at risk of suicide will be provided with an immediate response professional assessments and interventions in relation to income support entitlements, personal safety, wellbeing and needs social case work as a planned intervention for people who are unsupported and experiencing multiple layers of complexity. Social case work is intensive assistance to support participation in education or employment and promote greater self-sufficiency.
Financial Information Service Officers (FISOs) The Financial Information Service (FIS) can help you make informed decisions about your finances. FIS is free service that can help you: understand the results of financial decisions in the short and long term prepare for retirement, even while you re still working take control of your finances to build financial security for you and your family s future. To speak with a FIS Officer, call 132 300 and say Financial Information Service when we ask why you are calling.
Aged Care Specialist Officers (ACSOs) An Aged Care Specialist can assist you by: o providing in-depth information on the different types of aged care services o checking if someone s eligible for government-funded services and making a referral for an aged care assessment o helping someone choose a representative for My Aged Care o providing financial information about aged care services o connecting older Australians to local support services. To speak with a ACSO call the Aged Care Line on 1800 200 422.
Updates Content is correct as of October 2021. Please check the Services Australia website for the latest information.
Appointment based service We have rolled out appointment based interviews in Service Centres. Appointment based service was rolled in Services centres from May 2021. We encourage customers to book an appointment before visiting a service centre to avoid queuing and to support our controlled entry. When a customer contacts the Smart centre (via phone) we ll promote digital services and attempt to resolve their enquiry. If this can t be resolved and the customer needs to be seen face to face, we ll offer an appointment at their local service centre. Quick enquiries and customers who are vulnerable or distressed may still be seen as a walk-in at their local service centre without an appointment. We promote that customers call their regular payment line to book an appointment.
How to get proof of your COVID-19 vaccination You can get an immunisation history statement or COVID-19 digital certificate to show proof of your vaccinations using: Medicare online account through myGov Express Plus Medicare mobile app. You can also get a paper copy of your immunisation history statement by: calling the Australian Immunisation Register on 1800 653 809 (this can take up to 14 days to arrive in the post) asking your vaccination provider. Go to servicesaustralia.gov.au/covidvaccineproof for more information in English and 58 languages.
Medicare Digital Enhancements Customers can now confirm their Medicare Safety Net online Customers can view their past claim history for the past 3 years, for all cards they have been on Customers are now able to transfer to another person s Medicare card online The current copy/transfer digital service has been developed for Becoming Independent and Relationship Change life events and will allow an individual to take action on their own behalf The digital service does not have the functionality to remove someone from a card. A customer cant remove another member on their card without their authority
Confirmation of identity - Aboriginal peoples born in the Northern Territory (NT) For many Aboriginal peoples born in the Northern Territory (NT), confirming their identity can be challenging if they haven t had their births registered with Births, Deaths and Marriages. From 01 November 2021 A new policy has been rolled out across the agency to allow Aboriginal peoples born in the NT to use their Aboriginal Population Record (APR) to verify their identity. Once verified through the Document Verification Service, the APR is recorded as an NT Birth Certificate. This is about making sure everyone can access our payments and services easily and with our full support and I m glad we ve been able to make this change.
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