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We’ll help you set up and use our online services at your coaching session. This can increase your confidence in using our online services when it suits you.
Book your appointment
If you have a Customer Reference Number (CRN), you can call your regular payment line to book an appointment. Have your CRN ready when you call.
We’ll ask you some questions to help us understand the level of digital support you need.
Digital coaching appointments are 15, 30 or 45 minutes, depending on how much help you need. You can book extra sessions if you want more help.
Please arrive on time for your appointment.
Check our service centre locations to find one close to you.
Get ready for your appointment
Before your appointment you can look at our online guides, which show you how to set up or use:
- your online accounts
- our mobile apps.
What to bring to your appointment
When you come to your appointment, it will be helpful to bring your mobile, tablet or laptop if you have one, along with your charger.
For health and safety reasons we can’t use your device, but with your permission we can link it to a monitor. This allows us to coach you on your device easily and safely.
You should bring your myGov account details if you have an account. If you don’t have a myGov account, bring along your email address and we can help you set one up. If you don’t have an email address, we can still help you.
You will also need to have passwords or PINs for any devices or accounts you have, including:
- your mobile, tablet or laptop, if you bring it to your session
- the Apple ID or Android Google Play Store ID you use to download apps to your device.
To help during the session, you should also bring some identification documents. This may include:
- drivers licence or state or territory proof of age card
- Medicare card
- Tax File Number and Notice of Assessment
- Department of Veterans’ Affairs card.
Change or cancel your appointment
You can change your appointment by using your Centrelink online account or Centrelink Express Plus app, if you have it set up. You need to do this under Appointments.
To cancel your appointment, you’ll need to either:
- call your regular payment line
- visit a service centre.