Upload documents service 133-04060000

If the customer is uploading documents:

• using the Express Plus Centrelink mobile app through their mobile device, see online guide Express Plus Centrelink mobile app help - Upload documents
• using their Centrelink online account, see online guide Centrelink online account help - Upload documents

Document

Types of documents a customer can upload:

• a Centrelink form. A Services Australia form a customer can fill out and return. It has the agency logo at the top and a form code at the bottom
• documents to prove the customer's circumstances, known as Other documents. Other documents are anything else not issued by Centrelink, such as payslips, study details, or a lease agreement

Files

An individual file a customer has selected to upload. For example, a picture or file on their computer:

• Customers can only upload one file at a time
• A single file or multiple files can make up each document
• Customers can include up to 10 files for each document upload
• The total size of all files for a document upload must be under 10MB
• Valid formats are JPG, PNG or PDF
• Customers must convert all other file types (including Microsoft Word and Excel) to PDF format
• All the files added for each document will convert to a single PDF image

Most Centrelink forms are available to complete online. Check if the form is available online before downloading and completing a paper version. Customers can enter the form title or code to populate the search box.

Express Plus Centrelink mobile app: Customers uploading documents can scan the barcode of a Centrelink form to categorise the document before uploading it.

Other documents

If the document is not a Centrelink form, select an option from the Select what type of document you're uploading dropdown menu.

Categories are listed below:

• Financial: Financial documents can include:
• Tax Notice of Assessment
• bank account, loan documents
• receipts
• PAYG payment summary
• a Clearing House Electronic Subregister System (CHESS) statement showing shares owned
• latest managed investment statement
• evidence of real estate purchase, including settlement statement and rates notice
• latest business income tax return and financial statements
  For more information about the financial category, go to Item 4
• Study: Study documents can include:
• proof of enrolment
• study details
• academic transcripts
• Employment: Employment documents can include:
• payslips
• letter from employer
• employer termination advice
• Medical certificate:
• non-Centrelink medical certificates
  A Centrelink Medical Certificate (SU415) should be uploaded as the specified Centrelink Form.
• Medical evidence: Documents can include:
• letter from doctor/hospital
• medical reports
• evidence to support a Disability Support Pension (DSP) claim
  When uploaded, these are classified as unstructured documents (UNS008).
• Proof of Identity: Documents to confirm you are who you say you are. See Identity Confirmation
• Accommodation: Accommodation documents can include:
• lease/tenancy agreement
• bond receipt
• letter from real estate agent
• Child Related Documents: Documents can include:
• Newborn Child claim proof of birth forms
• Birth certificates
• Adoptions or surrogacy agreements
• Child care receipts
• Change of care documents
• Income Stream Review: Any documents used to support an Income Stream Review
• Enquiry Letter: Enquiry letters can include:
• letter or fax
• letter or fax to Centrelink from a third party
• Legal: Legal documents are:
• Family Court documents
• letters to confirm care of children
• Foreign Country Documents: Foreign country documents can include:
• certificate of income from overseas
• certificate of residence status
• letters from foreign governments
• Payslip: Payslips

• When customers select the 'Financial' category in Other documents, the service will ask them if their document is for any of the following income and assets:
• bank balances
• household and personal effects
• vehicles (including boats, caravans and trailers)
• shares
• account based income streams
• managed investments
• superannuation
• If the answer is yes:
• the service redirects them to the Manage income and assets service to complete the update online. See Income and assets options online
• when the update is complete, the customer is requested to upload verification documents, if required
• if verification is not required, customers are given a receipt number and told that no further action is required
• if the answer is no, the customer can continue to upload their document

Tip Offs: See Report Suspected Fraud and Corruption.

Documents intended for other government departments: Customers must submit these to the other government department.

Documents submitted must be easy to read and contain the full page in a single image. Check each image for quality and correctness by using the preview function before uploading. Customers should make sure they are easy to read before uploading. If the document cannot be read, the claim or application cannot be processed.

Active content is additional functionality in a document file or program, like ActiveX controls, macros, add-ins or data connections.

The Upload documents service includes a virus checker that scans each file for either active content or viruses, before accepting the document for submission.

Customers need to remove active content from their document before they upload it.

To do this:

• open the required document
• select Save as, then save the document in PDF file format
• upload and submit the saved PDF file through the Upload documents service

If the customer is unable to access scanning facilities at home, they can create an electronic file by taking a photo using the camera function on a:

• digital camera
• smart phone or tablet
• any other device that has a camera function

The image can then be downloaded to a computer:

• using a USB connection, or
• by emailing the image to the computer

Ready to upload

Note:

• The image quality of a scanned document will vary depending on the scanner or other device used
• It must be less than 10MB in size
• Images taken on a smart phone or digital camera are usually a larger size than scanned documents
• Customers can upload their documents directly through the Express Plus Centrelink mobile app
• Customers can lodge their evidence manually at a service centre

Access the View upload history service from the:

• MENU on the Centrelink online account homepage. It will show under the Documents and appointments menu item
• Upload documents icon on the Express Plus Centrelink mobile app home screen
• More icon on the Express Plus Centrelink mobile app home screen. It will appear in the menu list on the More screen

To view an uploaded PDF file, select it from the list then open. The device/PC should have PDF reading software installed.

Customers can see any submitted documents that were uploaded in the last 2 years using their:

• Centrelink online account through myGov, or
• Express Plus Centrelink mobile app

They cannot view documents in the View upload history service that staff have scanned or uploaded to a customer's record.

The customer can view previously uploaded documents but they cannot delete them.

When a customer uploads a password protected document, staff cannot open them. Staff will need to contact the customer to tell them to:

• remove the password protection from the document, and
• upload it again

When helping customers to upload documents, tell them to remove password protection from their documents before uploading them.

Customers must agree to an appropriate images declaration before they upload any documents or images through the digital channels. This is to help prevent inappropriate and illegal documents, that may cause distress for staff, from being uploaded.

The declaration in the Upload documents service includes the following content about appropriate images:

'I confirm that the document I'm uploading doesn't contain images of the human body or content that may be distressing, intimidating, considered illegal or offensive.

Visit the Services Australia website to find more information about what documents you can upload.'