Accessibility

We want to make sure everyone can get information about our payments and services.

servicesaustralia.gov.au website

Text to speech

You can convert text on this site into speech and:

  • listen to it when you’re on the page
  • download it and listen to it later.

Select the Listen button near the top of the page.

The button will expand and you’ll hear the page read to you out loud. Check your sound settings if you can’t hear the audio.

The text will highlight as it’s read. To switch this off select the open/close toolbar icon then select the settings icon.

To download an MP3 file of a page, select the menu icon then select the download mp3 icon . You can use it to share information with someone who doesn’t have access to the internet. Remember, if the content of the page changes, you'll need to download it again.

Accessibility compliance

Under the Disability Discrimination Act 1992 we must provide accessible and non-discriminatory information and services.

We’ve designed this website to meet the Australian Government standard. We aim to meet Web Content Accessibility Guidelines (WCAG) 2.0 level AA. Meeting these guidelines improves accessibility and your experience.

We’re always improving our website. We continue to explore different ways to make it easy for you to get information. If there’s information you need that you can’t get, please contact us on your regular payment line.

Using this website

You can use your browser’s help to:

  • change the size, font and colour of the text on our website
  • navigate our website using your keyboard on a desktop computer.

You can print pages on our site using your browser’s print function. Many of our payment pages also have a customise and print feature. This allows you to view selected details as a single page and then print it. The printed copy includes a QR code so you can return to the original web page.

PDF and other document formats

We use PDF files on our website for:

  • printed forms - including fillable forms
  • long corporate documents
  • translated information.

Any PDF viewing software should open PDF files on our website. We provide an alternative format for most documents.

You may need special software for some fillable forms.

Video and audio

We use audio and video clips to talk about our payments and services. If you can't view the video or listen to the audio, you can download the accessible transcript instead. All video, audio and other multimedia on the website have one. You can download it near the player.

In person

Service centres

Our service centres and their amenities meet the Australian standard for physical access. This means people with disability can access them.

Seating is available. Let a staff member know if you need to sit down straight away. The staff member will make sure you’re comfortable and deal with your enquiry.

Ask a staff member if you need to use a toilet. If we don’t have a toilet on site, we'll let you know where the nearest public toilet is.

If you have an urgent medical or personal need, tell a staff member straight away.

Help with forms

Staff in our service centres can help you complete our forms.

Assistive listening devices

We have assistive listening devices in some of our service centres. They have:

  • an amplifier
  • a gooseneck microphone
  • an audio loop
  • a fixed easy listener input connector for earbud style headphones
  • a phone handset for listening.

Contact your local service centre to find out what's available.

Nominees

You can nominate another person or organisation to deal with us for you.

Read more about someone to deal with us on your behalf.

By phone

We offer some phone services to make it easier for you to contact us.

Disability, Sickness and Carers line

People with disability, illness or injury, and their carers can call 132 717. It's for enquiries about Centrelink payments and services. It's available 8 am to 5 pm Monday to Friday.

Hearing and speech assistance

National Relay Service

The National Relay Service is managed by the Department of Infrastructure, Transport, Regional Development and Communications.

This call service helps you contact us if you’re deaf, have hearing loss or speech disability. You can do this using various call technologies.

If you’re deaf, can't hear well and may have difficulty using your voice, you can use one of the following options:

  • NRS Chat
  • SMS Relay
  • TTY Type and Read.

If you don't hear well but like to speak to the other person, you can use either:

  • NRS Captions
  • TTY Speak and Read.

If you can hear but can be hard to understand over the phone, you can use one of the following options:

  • Voice Relay
  • SMS Relay Text and Listen
  • TTY Type and Listen.

If you prefer to use Auslan, you can use Video Relay.

For more information go to the National Relay Service website. You can also contact the National Relay Service Helpdesk for assistance.

TTY

People who are deaf, have hearing loss or speech disability can contact us through the TTY Freecall™ service. To use this service, you can call us on 1800 810 586. A tele-typewriter phone is required to access this service.

Language services

We have information in your language on our website.

You can also speak with us in your language. For:

Publications

Some information is available in audio CD, DVD, large print, braille, and e-text.

You can ask for these by calling the Disability, Sickness and Carers line on 132 717.

You can download or print translated information. We also have interpreters and translators to help you.

Consultation

We have consultative networks that look at service delivery issues. They make sure everyone has access to payments and services. We consult with people who get a payment from us and peak bodies about:

  • policies
  • implementation strategies
  • promotional material
  • system changes
  • physical access.

Read more about consultation.

Complaints and feedback

We value your opinion and want to hear what you think about the quality of our service. We'll use your feedback to improve our products and services.

Read more about complaints and feedback. If you need immediate help with your feedback call us on the Feedback and complaints line.

Page last updated: 12 March 2021