Centrelink online account help - Claim a payment online

Guidance for claiming a payment with your Centrelink online account.

 

The screenshots in this guide are from a computer. The page layout will look different if you’re using a mobile device.

Read more about Centrelink payments you can claim online.

Step 1: get started

Sign into myGov and select Centrelink. 

Select MENU from your homepage.

Then select Payments and Claims, followed by Claims and Make a claim.

The My online claims page will open. You can then select Make a claim to begin a new claim.

If you’re not making a new claim you can select either:

  • Continue claim to continue a claim you’ve started
  • Cancel claim to cancel a claim and start again
  • View claim to see the details of a claim you’ve submitted
  • Withdraw claim to withdraw a claim you’ve submitted.

To make a claim, select Get started from the category that best describes your circumstances.

In this example, we’ll show how to claim a payment if you’re unemployed. Select Get started from the Looking for work category.

Step 2: answer pre-claim questions and check eligibility

We’ll ask you some questions to check if you’re eligible for a payment from the category you’ve chosen. This will help you decide if you should claim this type of payment.

Answer all the questions by selecting either:

  • Yes
  • No.

After you answer each question, select Next to move to the next one.

You may be able to use our digital assistant for help. You can do this be selecting Click here to launch the digital assistant.

We’ll let you know on the page if you may not be eligible. You can continue, but if you don’t meet eligibility requirements we’ll reject your claim.

To continue and check your eligibility, select Begin.

When you’ve answered all the questions, select Continue to save your changes and proceed.

Based on your answers, we’ll let you know if you can apply for a payment or service.

Step 3: start claim and answer online questions

To start your claim, select Begin then select Next.

Read about what to expect during the claim process and select Next. Get the information you need ready and select Next to begin providing claim details.

Select Continue to save your changes and proceed.

You’ll have some steps to complete in your claim. These will be different depending on what payment or service you’re suitable for.

If you’re suitable to apply for Newstart Allowance, you’ll have 5 steps:

  1. Your personal details
  2. Your circumstances
  3. Your financial details
  4. Review and confirm
  5. Next steps.

Each step will ask some questions.

Answer each question and select Next to continue.

You can:

  • make changes to an answer or information displayed on the page by selecting Edit
  • use the dropdown menu to select different answers where appropriate
  • confirm information displayed on the page by selecting Next
  • add financial details if required by selecting Add
  • select Continue to save your progress and continue to the next step.

Select Start when you are ready to complete Step 1.

Select Begin to update or confirm your personal details.

Update or confirm your personal details and select Continue to save your changes and return to the claim page.

Select Start when you are ready to complete Step 2.

Select Begin to tell us about your circumstances.

Answer the questions about your circumstances and select Continue to save your changes and return to the claim page.

Select Start when you are ready to complete Step 3.

Select Begin to update or confirm your financial details.

Update or confirm your financial details and select Continue to save your changes and return to the claim page.

Step 4: review and confirm your claim

Select Start when you are ready to review and confirm your claim. If you are making a claim for Newstart Allowance, this will be Step 4.

Select Begin, then Next to review the details you’ve given us.

We’ll give you a summary of your claim. Please review each section to check your details are correct.

If you need to make any changes, select the relevant Update button. For example, select Update Income, to change your income details.

If all the details are correct, select Next.

Read your obligations for the claim and the terms of the claim. You’ll need to agree to both before you can submit your claim.

If you understand and agree with your obligations, select I understand and agree to the above terms. Then select Next.

If you understand and agree with the terms and conditions, select I understand and agree to the above terms. Then select Next.

Select Confirm Information to save all the information you’ve provided and return to the claim page. You won’t be able to make any changes to your answers beyond this point.

Step 5: complete extra tasks

Before you submit your claim you’ll need to complete some extra tasks.

Select Start when you are ready to do the next steps and complete your claim. If you are making a claim for Newstart Allowance, this will be Step 5.

Select Begin to complete the additional tasks for your claim.

These tasks will show as either Required or Supplementary.

If a task is Required you must complete it before you can submit your claim.

If the task is Supplementary, you don’t need to give us these documents with your claim. But, if you do, it’ll help us work out if you’re entitled to any more payments and services.

Depending on your situation, we’ll let you know if you’re able to submit your claim before completing all Required tasks.

Select Upload next to the task you need to complete. You’ll need to do this for each required task and each supplementary task you choose to complete. Read more about how to Upload documents with your Centrelink online account.

When you’ve completed the task, the status changes from Required or Supplementary to Done.

If you’ve completed a task and you need to change it, select Edit.

When you’ve completed all required tasks, select Next.

If you need to give us documents to confirm your identity, we’ll tell you this is a Required task. Select humanservices.gov.au/identity or View to read more about how you can confirm your identity.

Another Required task may appear after you confirm your identity. This’ll be to book an appointment.

If no more Required tasks appear go to Step 6 to submit your claim.

Select Book to make your appointment.

Select Begin to continue.

Answer the questions and use the dropdown menus to choose your appointment date and time.

We’ll ask you to confirm your appointment details. Select Confirm appointment to confirm and submit your claim.

Step 6: submit your claim

If you’ve completed all required tasks and you’re ready to submit your claim, select Submit.

We’ll let you know if you’ve successfully submitted your claim.

We’ll give you an estimated completion date of when we'll process your claim.

Use your Claim ID if you need to talk to us about your claim. You can do this by calling us on your regular payment line or visiting a service centre.

Select:

  • Home to go back to your online account homepage
  • View claim history to see the history of your claim, including any documents or tasks you’ve completed
  • View claim answers to see the information you’ve given us.

You can track the progress of your claim from your homepage. Select View to see what stage your claim is at.

Step 7: sign out

From your homepage, you can complete other transactions or select the myGov icon to return to myGov.

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: 1 October 2019