Customer Information Release service

What you can access

You can use the Customer Information Release service to access:

• Centrelink payment details
• Australian employment income details
• medical certificate information
• Job Capacity Assessment (JCA) reports
• Employment Services Assessment (ESAt) reports.

Customers, or their nominee, can also access these documents using their Centrelink online account through myGov. For instructions on how to access these documents, the customer can use our Centrelink online account help - Request a document guide.

If the information you need isn't available online, complete the Authority to release personal information - personal injury, insurance, superannuation or other matter form.

For more information about accessing customer information we hold under our administrative access scheme, go to the Personal information release page.

How to apply

Follow these steps to apply for the Customer Release Information service:

1. If you haven’t already, register for Provider Digital Access (PRODA) account and link it to Business Hub.
2. Log in to PRODA, then select Business Hub.
3. Select Apply for service, then select Apply for the Customer Information Release.
4. Review your organisation’s Australian Business Registry (ABR) details.
5. Enter your organisation details.
6. Review your organisation’s personnel details.
7. Read the full declaration and acknowledge that you have read, understood and agree to the Customer Information Release Service terms and conditions.

Personnel details

Your personnel must register for an individual account and give you their Registration Authority (RA) number. You should assign one of these combinations of access roles to your personnel:

• Access Manager, to manage personnel on behalf of the organisation, and Online Information Release Service Admin, to view all requests for customer information submitted on behalf of the organisation.
• Online Information Release Service Requester, to submit requests for customer information on behalf of the organisation, and Online Correspondence, to view letters about all requests for customer information submitted on behalf of the organisation.

How to request customer information

Your organisation’s personnel need to follow these steps to request customer information:

1. Log in to PRODA, select Business Hub.
2. Select Customer Information Release service, then select Add.
3. Enter the customer’s details into the Customer details screen for customer identity security purposes, if possible, enter the customer’s CRN.
4. If the customer, or their Centrelink nominee, can provide consent through their Centrelink online account to release their information, select Yes.
5. If the customer or their Centrelink nominee can’t provide consent, select No, then select Yes to you or your organisation having evidence of authority to provide consent on the customer’s behalf.
6. Select the information types and enter the date range you want to request.
7. Review your request.
8. If you indicated you have evidence of authority to provide consent on the customer’s behalf at step 4, select Upload to submit Evidence of Relationship documents. Drag and drop, or select Find files to attach the document, then select Upload and merge to upload the documents.
9. Press Submit.

Evidence of relationship documents

You may be required to provide suitable evidence of your relationship.

Suitable evidence must be a certified legal document confirming yours or the organisation’s authority to enquire or act on the customer’s behalf.

For example, a Power of Attorney or Will including:

• the customer’s first and surname, date of birth and address
• the authorised person’s first and surname or organisation’s name, phone number and address
• a statement confirming the customer or court has authorised the person or organisation named to enquire or act on the customer’s behalf
• signature and date from the customer, authorised person or court within the last 12 months
• if applicable, the customer or authorised person’s initials for any changes to the documentation.

If the customer is incarcerated, suitable evidence must include both:

• a completed and signed Authority to release personal information – Personal injury, insurance, superannuation or other matter form
• the customer’s valid Prison ID.

How to view requests for customer information

Follow these steps to view your requests for customer information:

1. Log in to PRODA.
2. Select Business Hub.
3. Select Customer Information Release service.
4. Select View to see a list of your requests for customer information. You can use the Search by and Filter functions to locate a specific request.
5. Select a request to view the request’s details including any released customer information.

Help

If you need help, select Ask a question from the bottom of your Business Hub homepage to ask the virtual assistant a question.

If you need more information about Business Hub and the Customer Information Release service, email or call the National Business Gateway.