Book a Centrelink appointment at a service centre

If you’re a customer using Centrelink services, you can now call us to book an appointment at a service centre.

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.

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.

You will need to prove who you are. Make sure you bring any documents you need with you.

What to bring to your appointment to prove your identity

When you visit our service centres, we need you to prove your identity. This is so we know who you are and that we have the right customer record.

The quickest and easiest way to prove who you are is using photo ID. You’ll need to bring with you an approved photo identity document, like a driver’s licence, for us to compare to your face. We can’t accept a photograph, screenshot or photocopy of your identity document.

If you don’t bring in approved photo ID, we’ll need you to correctly answer some questions to prove who you are.

We need you to prove who you are each time you talk to us. This is to protect your personal details and stop fraud. If you need to confirm your identity to claim a payment or service you may need to bring other identity documents too.

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.

Page last updated: 14 May 2024.
QC 54390