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We’ll support you to increase your confidence using our digital services.
During the appointment, your digital coach will help you learn how to use our digital services using your own device. If you don’t have a device we’ll still help you.
For health and safety reasons we can’t use your devices for you. With your permission, our Service Officers may link your device’s screen to a computer monitor. This allows them to coach you easily and safely.
What you need to do before you book an appointment
Before you can book an appointment, you need to know your Centrelink Customer Reference Number (CRN).
If you don’t have a CRN you can still get digital support at our service centres. You just won’t be able to book an appointment.
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. Our service centre staff can also book appointments.
When you make your appointment, we’ll ask you some questions. This will help us understand what support you need to use our digital services.
You can choose an appointment from the available times at your local service centre.
Digital coaching appointments can be 15, 30 or 45 minutes depending on the type of support you need. We can also book extra sessions if you would like more support.
What to do to get ready for your appointment
You’ll need a unique email address to set up your myGov account. You can’t use the same email for 2 myGov accounts. If you share an email address with someone, only one of you can use it to create a myGov account.
You can learn more about our digital services before your appointment. Our online guides offer help for myGov, online accounts and mobile apps in easy steps.
If you need help downloading or using our mobile apps we have online guides to step you through the process:
- Express Plus Centrelink mobile app
- Express Plus Medicare mobile app
- Express Plus Child Support mobile app.
If needed, we can help you set up your online accounts at your coaching session.
You can also watch some videos to learn more about our digital services:
You can watch these videos on YouTube:
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.
What to bring to your appointment
When you come to your appointment, bring your portable device if you have one and the charger.
You’ll need your email address and passwords to help you set up accounts. We won’t ask you to share your passwords with us but you may need to enter them.
You’ll need passwords for:
- your Apple ID or Android Google Play Store ID (the one you use to download apps to your device)
- the email account connected to your online account.
If you need to establish your identity, you may need to bring current identification documents. This may include the following if you have them:
- drivers licence or 18+ card
- Medicare card
- Tax File Number and Notice of Assessment (for linking to the Australian Taxation Office)
- Department of Veterans’ Affairs card (for linking to the Department of Veterans’ Affairs).
If you’re unsure if you’ll need your identity documents, bring them just in case. This could avoid you having to come back for another appointment.
Check local COVID-19 restrictions about wearing a face mask 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.