Passwords and security for personal information
To protect the security of your personal information you must log off from your session correctly each time you use online services.
To protect the security of your personal information you must:
- log off from your session correctly each time you use online services
- change your password regularly.
CAN and CRN
Your Customer Access Number (CAN) is the number you are given when you first register to use Online Services. Please enter this number without spaces.
Your Customer Reference Number (CRN) is your unique Centrelink identifier. It is printed on all correspondence we send you and on Centrelink concession cards. You should keep a record of this number.
Your password is used for online services only. Your password must be alphanumeric (that is, it must include at least one alphabetical character and one number) and be between six and eight characters long. It is not case sensitive.
To access online services you need to enter your Customer Access Number (CAN) and password.
If you forget your password you can use the forgotten password service, by selecting the 'Help' link under the logon button or by selecting the 'I've forgotten my Password or CAN' link located on the Online Services Logon page under the Logon button. This service allows you to create a new password by entering correct answers to two of your secret questions that you set up when you registered.
To be able to use the reset option you need to have a minimum of five secret questions and answers recorded.
Watch our demonstration video about resetting your forgotten Centrelink password.
Secret questions and answers
You are asked to provide five secret questions and answers when you register for online services. These are used to increase protection over your personal and sensitive information. You will need to correctly answer a secret question when you log on and if you need to reset your password. You can also manage your secret questions and answers by adding, replacing and deleting them once you are logged in.
You will receive a receipt whenever you complete a transaction using online or phone services. It is an official record of your transaction. We recommend that you print it or write the receipt number down for your records.
Your access level determines which online services you can use. Access levels range from one to four and each service has an assigned level according to the detail it contains. The more sensitive the detail, the higher the level of access required.
Read more about access levels for Centrelink Online Services.