Create a voiceprint

You can setup a voice print over the phone. A voiceprint is a secure way to confirm your identity when you call us.

About voiceprints

A voiceprint uses the distinctive features in your voice. This includes its sound, rhythm and pattern. Your voiceprint is unique to you. It’s a secure way of confirming your identity.

If you create a voiceprint, you:

  • can save time confirming your identity when you phone us
  • don’t need to remember or use your Personal Identification Number (PIN)
  • don’t need to answer security questions every time you call us.

Create your voiceprint

You don’t have to create a voiceprint, it’s optional.

When you call, our phone system may ask if you want to create a voiceprint.

If you have questions, you can talk to a service officer.

If you have a nominee, they can’t record a voiceprint on your behalf. However, your nominee can still do Centrelink phone self service for you.

To create a voiceprint, you’ll need your Customer Reference Number (CRN). If you have a Centrelink PIN, we’ll ask you to tell us this as well.

Before you create your voiceprint, you’ll need all of these:

  • your Customer Reference Number (CRN)
  • your PIN, if you have one
  • your driver licence, bank account and Medicare number we have on record.

If you have a PIN:

  1. Phone us on your regular payment line.
  2. Listen to our recorded messages.
  3. Enter your CRN and PIN.
  4. Accept the offer of voiceprint.
  5. We’ll ask you to repeat the following phrase 3 times, "In Australia, my voice identifies me".
  6. You’ve now created your voiceprint.

If you don't have a PIN:

  1. Phone us on your regular payment line.
  2. Listen to our recorded messages.
  3. Enter your CRN.
  4. Accept the offer of voiceprint.
  5. We’ll ask you to repeat the following phrase 3 times, "In Australia, my voice identifies me".
  6. We’ll ask you security questions and check information you’ve given us before, such as your driver licence, bank account number and Medicare number.
  7. If you answer correctly, we’ll confirm that you have created your voiceprint.

You’ll be able to use your voiceprint to confirm your identity in future.

Use your voiceprint

To use your voiceprint, follow these steps when you call us.

  1. When asked, enter your CAN or CRN.
  2. When prompted, confirm your identity by repeating the phrase "In Australia, my voice identifies me".
  3. You can then access the main menu and do your business with us securely.

About your security and privacy

Voiceprint is secure, accurate and reliable.

When you phone us, our system checks your voice against the voiceprint you created. It uses secure technologies to hear parts of your voice that are different to those heard by the human ear.

Voiceprint allows for:

  • background noise
  • accents
  • changes in your voice.

You can even use voiceprint if you have a cold.

It's very difficult for someone to access your personal information. The system can tell when someone is pretending to be you or using a recording of your voice. We won’t give them access to your details.

Read more about how we protect your privacy.

Delete your voiceprint

Voiceprint is the most secure way that you can deal with us over the phone.

This is an optional service. You can request for us to delete it at any time. For security reasons, you'll need to call us and speak to one of our staff about deleting your voiceprint.

Page last updated: 26 November 2019