Book a Centrelink appointment

If you’re a Centrelink customer, you can book a phone or face to face appointment.

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).

If you’re planning to visit, you also need to know which service centre you’re going to book into.

How to make an appointment

Book an appointment online

You can book 2 kinds of appointments:

  • 15-minute phone appointment
  • 30-minute face to face appointment at your chosen service centre location.

You can book a phone or face to face appointment using:

  • your Centrelink online account through myGov by clicking the Manage appointments service
  • the Express Plus Centrelink mobile app by using the Appointments service.

Book an appointment by calling us

You can book a phone or face to face appointment by calling your regular payment line.

If you have a hearing or speech difficulty and would like to use a Teletypewriter (TTY) phone, call the National Relay Service on 133 677 to book an appointment.

If you need an interpreter, call 131 202 to book an appointment.

If you’re on a Service Access Restrictions or Managed Service Plan, call your main contact to access services.

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.

When you call to make an appointment, we’ll try to help resolve your enquiry over the phone first. We may offer to help you to use self service.

Book an appointment by visiting us

You can book a phone or face to face appointment through our service centre staff. Find a service centre nearby.

How to prepare for your appointment

It’s important to prepare for your appointment ahead of time.

If you’ve booked a phone appointment

Check your phone’s settings to ensure it allows calls from private numbers.

If you’ve booked a face to face appointment

We ask you to arrive at the service centre approximately 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 talk to a Service Officer, we need you to prove your identity. This is so we know who you are and that we have the right customer record.

If you’ve booked a phone appointment

If you’ve booked a phone appointment, we’ll need you to correctly answer some questions to prove who you are.

If you’ve booked a face to face appointment

You can prove who you are is using photo ID such as driver licence or an Australian passport. The photo is important 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 manage some of your appointments online through myGov or the Express Plus Centrelink mobile app. Or you can call your regular payment line.

Page last updated: 24 June 2024.
QC 54390