Using video chat to connect

We’re using video chat so our customers can connect with us without coming into a service centre.

Customers can use their own smart phone, tablet, computer or laptop with a camera, where and when it suits them.

We’ve been booking video chat appointments with customers since November 2020. At first we used video chat to help some of our customers confirm their identity, allowing them to complete their online claim.

Now our Financial Information Service Officers also use video chat to inform and educate customers about their financial options. These appointments are often for complex matters that would be difficult to resolve over the phone.

Most customers we asked about video chat have said it’s a great way to access our services without them needing to attend a service centre. If a customer is invited to a video chat, they’ll get the meeting link through their secure myGov inbox. It includes instructions to help make sure they’re ready for the chat.

Watch the virtual service centre video to see video chat in action.

Page last updated: 6 December 2021