Centrelink online account help - How to use video chat for appointments

You can use video chat for some appointments using your Centrelink online account. Video chat appointments are available by offer only.

To attend a video chat appointment, your computer or mobile device must have a microphone, camera and access to the internet or data. Make sure you have these in place before booking a video appointment.

Your personal location may be clearly visible to Services Australia staff, ensure you are in a private location for the video chat and be comfortable with what is being displayed.

The video chat appointment will open using the preferred browser on your device. Video chat appointments work best on Microsoft Edge and Google Chrome internet browsers.

If you’re using a non-Microsoft operating system like a MAC, you may need to download Google Chrome.

We’re currently only offering video chat appointments to some customers. We may ask you for feedback about your experience. Giving feedback is optional.

Step 1: get started

Sign in to your Centrelink Online Account and go to Manage appointments.

Do this 5 minutes before your appointment time.

The video chat appointment details will show. Select Join meeting.

Or you can sign in to myGov and go to your Inbox to access the video chat appointment details in your online letter.

Do this 5 minutes before your appointment time.

Select the video chat appointment letter.

Step 2: open the video chat appointment

Select Click here for the video chat appointment.

Please note: You will not be able to join the meeting when accessing the video chat appointment letter in your Inbox through the myGov app. You will need to sign into myGov via a web browser.

Depending on your internet browser, you may need to enable your microphone and camera. Select Allow.

Enter your name and select Join.

Wait 15 minutes for us to start the appointment. If we don’t join, call us on the number provided in your appointment letter.

Step 3: sign out

When you finish your appointment, select Hang up to end the call.

From your homepage you can complete other transactions or select Return to myGov to go back to your myGov account.

For your privacy and security, sign out when you’ve finished using your myGov account.

View other online account and Express Plus mobile app guides and video demonstrations about using your online account.

Page last updated: 16 October 2023.
QC 61930