Centrelink documents and appointments options online 133-04020000

To use the Request a document service, customers need to create a myGov account and link their Centrelink online account to it.

To access this service in:

• Centrelink online account: from the homepage, select MENU > Documents and appointments > Documents > Request a document
• Express Plus Centrelink mobile app: from the home screen, select More, then Request a document

See online guide, Centrelink online account help - Request a document.

Documents (except replacement concession cards, reporting statements, statements of debt, Employment Services Assessment (ESAt) reports and Job Capacity Assessment (JCA) reports) will generate immediately as a PDF. This allows customers to:

• access them through their online account or the app, and
• share, print or save them

If subscribed, they will also get the documents (excluding replacement concession cards, Australian employment income details, Centrelink payment details, Employment Services Assessment (ESAt) reports, Job Capacity Assessment (JCA) reports, Medical certificate information and Rent Certificates) in their myGov Inbox.

Customers need to be eligible to get one of the documents listed below before they can request it.

• Income statement either current or point in time. The point in time Income statement can be back to 1 July of the previous financial year. Customers can also request detailed income and asset statements. For partnered customers, see Troubleshooting for requesting a document online, Item 10 in the 'Issue, possible cause and Service Officer action' table
• Centrelink payment summaries, see Item 4 in Troubleshooting for requesting a document online table
• replacement concession cards include:
• Commonwealth Seniors Health Card (CSHC)
• Ex-Carer Allowance (child) Health Care Card (EHC)
• Foster Child Health Care Card (FST HCC)
  Note: if the Centrelink system cannot reissue a card, this option will not appear for the customer
• Health Care Card (HCC)
• Low Income Health Care Card (LIC)
• Pensioner Concession Card (PCC)
• Application for payment form/ reporting statement is available to customers with reporting requirements. They can get a copy of their current reporting statement.
• This may be an SU19 or 12 weekly letter
• A duplicate of the customer's reporting statement is available for the current (EPED)
• Customers can print this form. The form is available up to and including the Entitlement Period End Date (EPED) plus 3 working days
• Encourage customers to complete their report using the Report employment income service
• Rent Certificates, see Item 7 in the Troubleshooting for requesting a document online table
• Centrelink statement
• Deduction statement allows customers who get Centrelink payments to view, in one comprehensive statement:
• their Centrelink payments
• their deductions including debt and advance repayments, Centrepay and Income Management deductions, and
• the amount left over for the fortnight
• Income Management statement is available to Income Managed customers. For partnered customers, see Item 10 in the Troubleshooting for requesting a document online table
• Statement of debt allows a customer to request with any start date in the past, however the maximum period is 5 years within a single request. They can make multiple requests if they need to request a statement of debt for a period longer than 5 years. They can request a statement up to today's date, but any future date will not be accepted
• Home Equity Access Scheme statement is available to customers with a current Home Equity Access Scheme loan
• Farm Household Allowance (FHA) Support Planner is available for Farm Household Allowance customers with an active support plan
• Settlement statement is available to customers who are eligible, registered Group Members of the Income compliance program class action. They can choose to get a Settlement statement through their myGov Inbox (if subscribed to letters online), as an immediate PDF download, or through postal mail. Customers can also request a postal mail copy once every 7 days. If the customer has more than one Settlement statement, they can choose the one they want by selecting the calculation date
• The following documents, that Organisation nominees can also request on behalf of customers through the Business Portal, see Customer Information Release service and Release my Information service:
• Australian employment income details
• Centrelink payment details
• Employment Services Assessment (ESAt) report
• Job Capacity Assessment (JCA) report
• Medical certificate information

To use the Manage appointments service, customers need to create a myGov account and link their Centrelink online account to it.

To access the service in:

• Centrelink online account: from the homepage, select MENU > Documents and appointments > Appointments > Manage appointments
• Express Plus Centrelink mobile app: from the home screen, select the appointment under Appointments

Customers can book, reschedule, and cancel short phone (15 minutes) and medium face to face (30 minutes) appointments. To access the service, customers can use their Centrelink online account or Express Plus Centrelink mobile app.

For a complete list of appointments that can be booked online, see Centrelink Appointment System appointment types and parameters in Booking appointments in the Centrelink Appointment System.

Customers can book an appointment if they:

• do not have any Appointment Based Servicing (ABS) appointments booked for a future date or time
• have an ABS appointment booked but the end time has passed
• have an outstanding task to book an appointment to support their new claim

Customers can book an appointment to discuss:

• ABSTUDY
• Age Pension
• Carer Payment (CP)
• Digital coaching
• Disability Support Pension (DSP)
• JobSeeker Payment (JSP)
• Parenting Payment - Partnered
• Parenting Payment - Single
• Youth Allowance (YA)
• My Aged Care – general, medium face to face (30 minute) appointments only

Customers cannot book an appointment online if:

• they have an interpreter flag
• they have Service Access Restrictions (CIMS, MSP Plan)
• there is already an appointment booked for a time and date in the future

Appointment types:

There are 2 appointment types available to book:

• Medium Appointment Face to Face (30 mins)
• Short Appointment Phone Appointment (15 mins)

Face to face

Customers can choose a service centre location that is convenient to them. Service centres offer different appointment times and have booking limits based on their capacity.

The Offsite channel refers to appointments conducted face to face, but not in a service centre. This includes appointments held in community centres or as a home-visit, where policies allow, and circumstances are appropriate.

Phone

Customers can book a phone appointment and will need to provide a preferred contact number. They can select either Home, Mobile or Other.

If the customer selects Other, this number can only be used for their appointment and will not be changed or updated on their record.

Only principal customers, not nominees, can change the phone number for appointments.

Nominees

Individual nominees can act on behalf of their principal if they have a current Correspondence nominee relationship. Payment nominees are not eligible to access this service on their principal's behalf in Centrelink online account only. Nominees are not able to access this service on their principal's behalf using Express Plus Centrelink mobile app.

Organisational nominees are not able to access this service using Centrelink Business Online Services or the Business Hub.

Appointment timeslot capacities

Each service centre has their own appointment profile setup that determines what appointment timeslots are available for a set date range at that centre. Each timeslot has a capacity for how many times it can be booked depending on the service centres appointment profiles.

Confirm appointment

Customers need to select Confirm appointment to secure the reserved timeslot. The selected timeslot is reserved for 3 minutes. If the customer does not confirm their appointment within the timeframe, the reservation is lost, and the customer is returned to the appointment date and time page.

Customers can view the following details about their appointment:

• type of appointment
• date and time of the appointment
• appointment type (phone or face to face)
• phone number if it is a phone appointment
• what the appointment is about

They can select one of the following options:

• Reschedule an appointment to change the date and time of an appointment
• Change phone number to change the phone number they want to be called on for a phone appointment
• Cancel an appointment to cancel their phone or face to face appointment

The service shows What to bring for any documents they need to bring to a face to face appointment.

Customers using the Express Plus Centrelink mobile app can select Add to calendar to import their appointments to the calendar in their device.

Customers can reschedule most appointments. For a complete list of appointments that can be rescheduled, refer to the Appointment table parameters in View, reschedule or cancel an appointment in the Centrelink Appointment System.

To reschedule an appointment, customers can select View details from their existing appointment, then Reschedule appointment on the:

• Appointment Details page in their Centrelink online account
• Appointment screen in the Express Plus Centrelink mobile app

Customers can then select a new date and time for their appointment. They can also confirm or change the phone number we will call for their phone appointment.

Customers using the Express Plus Centrelink mobile app can add or update the previously saved appointment in the calendar on their device when rescheduling an appointment.

Customers can cancel some appointments. For a complete list of appointments that can be cancelled online, refer to the Appointment table parameters in View, reschedule or cancel an appointment in the Centrelink Appointment System.

To cancel an appointment, customers can select View details from their existing appointment, then Cancel appointment on the:

• Appointment Details page in their Centrelink online account
• Appointment screen in the Express Plus Centrelink mobile app

A message advises the customer that cancelling the appointment may impact their payments or submitted claims. The customer then needs to confirm the cancellation.

Video chat is currently being used for a number of services. They are not available to all customers.

See Video Chat.