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When you hear the prompts:
- say your CAN, including the letter at the end
- repeat the pass phrase for voiceprint or key in your PIN
- select from the menu options.
You can say what you want as soon as you hear the menu options. The service will guide you through the rest.
Speak naturally. You don’t need to speak loudly or slowly.
Using your CAN and CRN
Your CAN helps us recognise your personal record. It will generally be the same as your Customer Reference Number (CRN).
Some people have a different CAN and CRN. This might happen if you claim online. If this applies, use your:
- CAN for phone self service or when calling our payment lines
- CRN when talking to staff in a service centre.
Changes to your PIN
Soon you won’t be able to use your Centrelink 6 digit PIN to confirm your identity or access Centrelink phone self service.
Removing the 6 digit PIN will help protect your personal information and reduce the risk of someone else accessing it.
You can continue to use your Centrelink 6 digit PIN for now. We’ll let you know when this changes.
We use different PINs for some of our services and programs. Only the Centrelink 6 digit PIN used for phone self service is changing. Other PINs aren’t affected.
Ways to access Centrelink services
When you can no longer use your 6 digit PIN, you can create a voiceprint to confirm your identity and access Centrelink phone self service.
If you don’t want to use a voiceprint, you’ll need to prove your identity with a staff member each time you call.
You can also access Centrelink services through your Centrelink online account in myGov or the Express Plus Centrelink mobile app.
Getting help with phone self service
If you have trouble using phone self service, stay on the line. The service will connect you to one of our staff. We’re available:
- Monday to Friday
- 8 am to 8 pm local time.
Sometimes we have scheduled or unscheduled service interruptions. Check customer service changes for information.