Upload documents service 133-04060000

If the customer is using the Upload documents service due to a relationship separation, there are other key tasks they should consider to keep their personal information safe. The sequence of these tasks is important and each update needs to be made separately for:

• Centrelink
• Medicare
• Child Support

See Separating Safely - Protecting personal details.

Information must be handled with confidentiality, and the privacy of everyone involved must be protected. Updates can result in a potential privacy breach if they are not done correctly. Staff must follow each step in the correct order. Doing this incorrectly can lead to a privacy breach. This can put the customer in a life-threatening situation.

To upload documents, customers need to:

• create a myGov account and link Centrelink to it
• access their Centrelink online account through myGov or the Express Plus Centrelink mobile app

Eligible Centrelink customers can use the service to upload copies of documents using their:

• desktop computer
• mobile device with internet access

The document should link to the relevant activity on a customer's record. Where the image does not link to the activity, the system creates an Image Notification Activity ('SCN' activity) for action. Images customers upload in colour will show to staff in colour.

There are some scannable document exceptions. Staff are not to use these documents for processing if the customer submits them using the Upload documents service.