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Depending on the type of appointment, you may be able to use video chat to speak with us. Our video chat appointments are voluntary.
We may offer you a video chat appointment if you:
- are an older Australian, carer or nominee who needs help from an Aged Care Specialist Officer (ACSO) about My Aged Care
- need to speak with a FIS Officer to help you understand your financial situation
- get Farm Household Allowance (FHA) and you need to speak with your Farm Household Case Officer (FHCO)
- are a student or job seeker claiming Austudy, JobSeeker Payment or Youth Allowance.
If you’re not sure if a message is from us or not, learn more about how to know if it’s a scam.
How to book and join a video chat appointment
Choose from one of the following appointment types to find out how to book your appointment.
Aged Care Specialist Officer appointment
To book a video chat appointment with an Aged Care Specialist Officer (ACSO), you, your family or approved nominee can either:
- call the Aged Care line
- visit a service centre.
You can join the video chat from either:
- the link in the video chat appointment letter in your myGov Inbox
- your Centrelink online account or Express Plus Centrelink mobile app under Manage appointments.
From 27 July 2026, if we book you a video chat, you can only join from the video chat appointment letter in your myGov Inbox.
Financial Information Service appointment
You can book an appointment with a FIS Officer to discuss your financial situation using either of the following:
- if you get a payment from us, call your regular Centrelink payment line
- if you don’t get a payment from us, call the Centrelink Older Australians line.
When we ask why you’re calling, say ‘Financial Information Service’.
You can join the video chat from either:
- the link in the video chat appointment letter in your myGov Inbox
- your Centrelink online account or Express Plus Centrelink mobile app under Manage appointments.
From 6 July 2026, if we book you a video chat, you can only join from the video chat appointment letter in your myGov Inbox.
Farm Household Case Officer appointment
The Farm Household Case Officer will book your video chat appointment with you by phone.
You can join the video chat from either:
- the link in the video chat appointment letter in your myGov Inbox
- your Centrelink online account or Express Plus Centrelink mobile app under Manage appointments.
From 22 June, if we book you an FHCO video chat, you can only join using the link in the video chat appointment letter in your myGov Inbox.
Austudy, JobSeeker Payment or Youth Allowance appointment
If you’re making a claim for Austudy, JobSeeker Payment or Youth Allowance, we may offer you a video chat appointment to confirm your identity.
If accepted, during the video chat, we’ll ask you to hold up the photo identity document you used in your claim. This is so we can check you’re the person in the document.
You can join the video chat from either:
- the link in the video chat appointment letter in your myGov Inbox
- your Centrelink online account or Express Plus Centrelink mobile app under Manage appointments.
How to manage your video chat appointment
You can’t change or cancel your appointment online.
Your confirmed appointment will show under Manage appointments in your Centrelink online account and the Express Plus Centrelink mobile app.
If your Centrelink online account is linked to myGov, sign in now to check your appointment details.
You can also use the Express Plus Centrelink mobile app.
If you need to change your appointment time, or can’t make your appointment, you’ll need to contact us. You can either:
- call the number on your appointment letter in your myGov Inbox
- contact us on your regular payment line.
How to join your video chat appointment
You need a device that has access to the internet. You can use your own smart phone, tablet, computer or laptop with a microphone and a camera.
You can join your video chat appointment by selecting the link in the video chat appointment letter sent to your myGov Inbox.
Select your appointment link a few minutes before your booked time.
The video chat appointment will open using your device’s preferred internet browser. Our video chats work best with Microsoft Edge, Google Chrome, Safari and Samsung Internet.
To join from the video chat appointment letter in your myGov Inbox:
- Sign in to myGov.
- Select Inbox, then the video chat appointment letter.
- At the bottom of the letter, select Click here for the video chat appointment.
- Accept the Terms and Conditions, enter your name, then select Next.
If you don’t have a myGov account you’ll need to create one.
Where to get step by step help
If you need more help to join your video chat appointment, we have the following online guides to step you through the process: