on this page
What you need to do before you book an appointment
Before you can book an appointment, you need to know your Customer Reference Number (CRN).
You also need to know which service centre you’re planning to visit.
COVID-19 restrictions
Due to COVID-19 restrictions, some service centres are currently not booking appointments. Check if this affects your local service centre.
How to make an appointment
To book an appointment at your local service centre, call your regular payment line.
When you call to make an appointment, we’ll try to help you first. We may offer to help you to use self service.
If you still need to visit us, you can choose an appointment from the available times at your local service centre.
Our service centre staff also book appointments.
You can book an appointment with an Aged Care Specialist Officer in some locations across Australia. To book an appointment with one of our specialists, call us on the Aged Care line.
What to do to get ready for your appointment
We ask you to arrive at the service centre about 10 minutes before your appointment time.
This gives you time to check in. If you’ve booked an appointment you won’t need to wait in a queue.
Make sure you bring any documents you need with you.
Check local COVID-19 restrictions about wearing a face mask requirements before you enter our service centres. Your state or territory government website will have the latest information:
- Australian Capital Territory Government COVID-19
- New South Wales Government COVID-19
- Northern Territory Government COVID-19
- Queensland Government COVID-19
- South Australia Government COVID-19
- Tasmanian Government COVID-19
- Victorian Government COVID-19
- Western Australia Government COVID-19.
When you need to change an appointment
You can reschedule some of your appointments online or through the Express Plus Centrelink mobile app. Or you can call your regular payment line.