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Depending on the type of payment or service you get, you may be able to use video chat to do your business with us.
Who can get a video chat appointment
We may offer video chat if you:
- are an older Australian, carer or nominee who needs help from an Aged Care Specialist Officer
- need to speak with a FIS Officer to help you understand your financial situation
- get a 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.
How video chat appointments work
Our video chats are voluntary.
Once you’ve booked a time, you’ll get a secure online letter in your myGov Inbox. It will include a link to your video chat. We’ll also include instructions on how to prepare for your appointment.
You can only join the video chat from either:
- the secure online letter in your myGov Inbox
- your Centrelink online account or Express Plus Centrelink app under Manage Appointments.
How to access your video chat appointment
You’ll need access to the internet. You can use your own smart phone, tablet, computer or laptop with a microphone and a camera.
To access your video chat appointment, use the link in your myGov Inbox. The link will also appear in your Centrelink online account and your Express Plus Centrelink mobile app under Manage Appointments.
You need to open your appointment a few minutes before your booked time. When you click the link, it will open on your device.
The video chat appointment will open using your device’s preferred internet browser. Video chat won’t work in all internet browsers. Our video chats work best on either Microsoft Edge or Google Chrome. If you don’t have one of these browsers, you might need to download one if you’re experiencing issues.
If the link opens in another browser, you can copy and paste the link into either Microsoft Edge or Google Chrome.
If you need extra support to get onto your video chat appointment, we have some online guides to step you through the process:
- Centrelink online account help - How to use video chat for appointments
- Express Plus Centrelink mobile app help - How to use video chat for appointments.
If you’re unsure if it’s us or not, read more about how to know if it’s a scam.
How to get a video chat appointment
Aged Care Specialist Officer video chat
To book an appointment with an Aged Care Specialist Officer, you, your family or approved nominee can either:
- call the Aged Care line
- visit a service centre.
Financial Information Service video chat
You can book an appointment with a FIS Officer to discuss your financial situation
If you get a payment from us, call us on your regular Centrelink payment line.
If you don’t get a payment from us, call us on the Centrelink Older Australians line to make an appointment.
When we ask why you’re calling, say Financial Information Service.
Austudy, JobSeeker Payment or Youth Allowance video chat
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.
Farm Household Case Officer video chat
The Farm Household Case Officer will book your video chat appointment with you by phone.
How to manage your video chat appointment
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.
Your confirmed appointment will display under Manage Appointments in your Centrelink online account and 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 myGov letter
- contact us on your regular payment line.
You can’t change or cancel your appointment online.