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The law protects how we handle your personal information.
The information on this page explains how we manage your personal information if you use:
How to manage your information online
You can use your Centrelink online account or the Express Plus Centrelink mobile app to manage your Centrelink information. You decide:
- if you set up a Centrelink online account
- what information you give us through Centrelink online account and the Express Plus Centrelink mobile app.
How to access your information without online services
If you choose not to use Centrelink online account or the Express Plus Centrelink mobile app to access Centrelink services, you can manage and update your Centrelink information by doing either of the following:
- calling Centrelink general enquiries
- visiting a service centre.
What information we’re authorised to collect
If you create and use a Centrelink online account or download and use the Express Plus Centrelink mobile app, we’ll collect records with your personal information.
By accepting the terms of use for Centrelink online account or the Express Plus Centrelink mobile app, you’re giving us consent to:
- collect your information for the purposes of processing and managing your claims as well as providing services and payments to you
- use and disclose your information for these purposes
- store information on your device if you use the Express Plus Centrelink mobile app.
We take reasonable steps to keep your information secure.
It’s your responsibility to protect your information from loss or misuse.
Why we collect your information
We collect your personal information to process and manage your claims or provide services or payments to you.
If you don’t provide this information, we may not be able to process your claims, determine your eligibility, or provide you with these payments and services.
We may use your personal information with automated decision-making systems and tools to help us provide you with the services and undertake the activities described in this privacy notice. If we use these systems and tools, we’ll comply with all applicable laws when doing so. Our use of these systems and tools does not affect any rights you may have to request a review of a decision we make.
Read more about why we collect information in our Privacy Policy.
Where your information is stored
Where your information is stored depends on whether you use the Express Plus Centrelink mobile app or your Centrelink online account.
Express Plus Centrelink mobile app
When you use the Express Plus Centrelink mobile app, some information shared will be stored on your mobile device. This includes:
- receipts
- documents.
The app will create a receipt each time you make an update, such as:
- reporting employment income
- uploading a document
The Express Plus Centrelink mobile app will save your receipts from transactions you have completed in the app. You can access and delete receipts by selecting History from the Settings option.
You can keep documents on your device by saving them to the vault in the app. You can only access and delete them in the Express Plus Centrelink mobile app.
Centrelink online account
When you use Centrelink online account, you can save receipts to your desktop or device. Importantly, you must choose to do this on the receipt page. We don’t store receipts for Centrelink online account transactions.
In your Centrelink online account, you can:
- update personal details such as your home address
- submit a claim for an Income Support Payment
- update your family’s or child’s care details.
If you’re in the Express Plus Centrelink mobile app and select the Contact details menu item, it will re-direct you to your Centrelink online account.
Who we’ll share your personal information with
Your personal information won’t be disclosed to any other person, body or agency unless:
- you give us permission
- it’s authorised or required by law
- it meets one of the other exceptions in the Australian Privacy Principles.
There may be times when it’s necessary to disclose your personal information to third parties. The circumstances surrounding why, who and when your information may be disclosed are outlined in our privacy policy.
How to access your personal information
You have the right to:
- request access to records associated with a Centrelink online account and the Express Plus Centrelink mobile app that contain your personal information
- apply to correct any inaccuracies in your personal information.
You can get access to information and correct most of your details online using self service. If you can’t use self service, you can contact us.
You have a right to have your personal information kept private.