Self service for nominees 133-02080000

Different online registration processes apply for organisation nominees.

Nominees can access a range of online account options. Services available depend on the type of nominee arrangement. For example, Correspondence Nominees (NOC) can undertake different business to Payment Nominees (NOP). The Resources page lists services available to nominees.

Nominees acting on behalf of their principals cannot:

• record a voiceprint for their principals
• use phone self service

Nominees can access their principal's details through their own myGov linked Centrelink online account.

To access a customer’s information online, nominees need to create a myGov account and link their own Centrelink online account first. Nominees can then access their principal's details by selecting the option to act for them. Nominees cannot link their myGov account to their principal's Centrelink online account.

Nominees sign in to their own Centrelink online account through myGov or the Express Plus Centrelink mobile app to access:

• their own information, and
• the information of each customer they are nominee for

In the Express Plus Centrelink mobile app, they can select:

• the More icon at the bottom of the home screen, then
• the Nominee access option

This will take them to their Centrelink online account on their mobile internet browser where they can select the principal they want to act for. When a nominee is redirected to their own Centrelink account, they have exited the mobile app session.

Nominee access is not available through phone self service.

The Process page contains information for nominees of customers who may lack sufficient understanding of their medical condition.

From 12 May 2024, nominees with access to their own Centrelink online account linked to myGov, will have access to act on behalf of their principals online without needing to register. Manual registration for nominee online services via Access Management for Self Service (AMSS) is no longer required.

If the nominee:

• does not have access to their own Centrelink online account and they want to use online services, they must:
• register online, or
• speak to a Service Officer who can register them via the Access Management for Self Services (AMSS) screen

Organisation nominees can use Nominee Services in Business Hub to conduct business online on behalf of their principals.

Nominees who have an online account can:

• view and update information for principals. See the Resources page for services available to a nominee
• submit an online claim for principals they are a correspondence nominee for. The Process and Resources pages contain lists of the income support payments and concession cards a nominee individual and nominee organisation can apply for on behalf of their principal
• view current nominee arrangements
• view pending nominee arrangements
• accept/decline nominee arrangements

Notes:

• Nominees cannot cancel a nominee arrangement through their online account. Nominees must cancel an arrangement in writing, preferably using the Cancel Nominee arrangement form SS532
• An Assisted Customer Claim (ACC) can be offered to a correspondence nominee for Centrelink payments and concession cards not available to claim online. The Process page lists the Centrelink payments and concession cards a nominee can apply for on behalf of their principal
• If they decline an ACC, or it is not available, a paper-based claim form can be issued

Correspondence nominee organisations can submit some online claims for their principals. Lists on the Process and Resources pages show if a nominee organisation can submit a particular claim type.

Nominee individuals who register to receive letters online, will receive mail and publications for themselves and their principal. The principal does not need to register for letters online. The letters will be available in the nominee's myGov Inbox, along with their own mail.

Nominee organisations can receive their principal’s mail and their own mail via Letters in Business Hub.

Progress of claim electronic notifications will go to the principal, not the nominee.