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Help for 'Online Services Registration' About online services
How to use this service
Online Services Registration
Confirmation that the CRN provided is your own
Customer Reference Number
Nominee Access to Online Services
Access level
Problems with registration?
About Online ServicesCentrelink provides a variety of services over the internet and phone. These services allow you to access and update personal information, as well as notify us of changes in your circumstances.
The range of services available to you will depend upon the access level you achieve in the registration process.
In order to better protect your privacy some services have higher access levels.
How to use this serviceFirst you will need to identify yourself by providing your CRN, if you have one. Depending on the information provided you will be directed to the registration service that best suits your circumstances.
Online Services RegistrationIn order to access Centrelink services via the internet and phone, you must first register.
If you already have a CRN then you will be asked a number of questions, the answers you provide will be matched with information held on your Centrelink record. The number of questions that you answer correctly will determine the access level you attain. The higher the access level attained, the more online service options you will be able to access
If you do not have a CRN then you will be asked to provide some basic information about yourself, Centrelink will record this information as part of the registration process.
To complete the registration you will need to provide a password and set five Secret Questions and Answers and at the end of the registration process you will be provided with a Customer Access Number (CAN).
You will need your CAN, along with the corresponding password to access Centrelink online services.
Confirm that the CRN provided is your own and that the registration is for personal use
You are required to confirm that the CRN you have provided is your own and that you are using this service to register on your own behalf.
If you are a Centrelink nominee and want to register to access online services for nominees, then you need to complete the registration using your own CRN and not the CRN of the Centrelink customer you are the nominee for.
Customer Reference NumberThis number is printed on our Concession Card and on all correspondence sent to you by Centrelink. Format of this number is 111 111 111A.
Nominee Access to Online ServicesNominee Access to Online Services allows Centrelink nominees to logon to Centrelink online services to view and update the customer records that they are the nominee for.
Access levelCentrelink's registration process allows you to register to one of four levels of online service access. Each access level describes the type of online service transactions you may be able to access. Centrelink's Online Service transactions are rated according to the risk they may place on an individual, and/or on Centrelink. The more sensitive the information displayed or updated in the service the higher the access level you will require to access that service.
The more information you are able to provide during the registration process, the higher your access level will be. The higher your access level, the more online service options you will be able to access.
The Centrelink Online Service access levels are as follows:
Access level 1This level is assigned to users who have successfully registered for Centrelink's Online Services to the lowest level of assurance that they are the owner of a Centrelink record.
Additionally, this level is assigned to users who have successfully registered for Centrelink's Online Services but are not previously known to Centrelink and have provided some basic information about themselves
A small number of services are available to users with this access level, e.g. Centrelink Rate Estimators and Centrelink Online Claims.
Access level 2This level is assigned to users who have successfully registered for Centrelink's Online Services, to a medium level of assurance that they are the owner of a Centrelink record.
A wide variety of Online Service transactions are made available to users with this access level, including the ability to Report Employment Income, View Where Your Payments Go, and Request a Document.
Access level 3This level is assigned to users who have successfully registered for Centrelink's Online Services, to a high level of assurance that they are the owner of a Centrelink record.
The majority of Centrelink's Online Service transactions will be available to users with this access level.
Access level 4This level is assigned to users who have successfully registered for Centrelink's Online Services, having achieved a very high level of assurance that they are the owner of a Centrelink record. This Access Level is only possible by attending a registration process in person, at a Centrelink Customer Service Centre.
Please note: At this stage, Level 4 users have access to the same online service transactions as Level 3. In the future however, we anticipate this access level may be required for users wishing to conduct online service transactions against highly sensitive and/or classified information.
Problems with registration?If details you have entered do not match with Centrelink's information, you will be advised that your registration was not successful and asked to check your details. If Centrelink determines that the details entered do not adequately match with the details held on your record, you will be advised that your registration was not successful and will be given an opportunity to try again.
To protect your privacy, your Online Services access will be locked if you cannot register successfully after five attempts. Please contact Centrelink to request your online services access to be unlocked. You can send a message via our secure internet messaging service, which will enable you to request help with the registration process. Please be sure to tell us the following information so we can respond to you:
your Customer Reference Number (CRN)
when you tried to register
your name and a contact phone number (in case we need to speak to you to resolve any problems you may be having with the registration process).
Last Modified: 14 February 2009
Centrelink ABN: 29 468 422 437
