We are committed to ensuring everyone has access to payments and services regardless of disability, technology, illness, injury or caring responsibilities.
Text to speech
You can convert the text on this site into speech. You can either listen to it when you are on the page or download it for later use.
Select ‘listen’ at the top of the page. The player will expand and will read the main contents of the page back to you. The text currently read is highlighted, which can be switched off or configured using the settings icon.
Select the 'download' link on the player to download a small MP3 file. You can load the MP3 file onto your portable MP3 player or mobile phone for later use. You could use this to relay information to someone who does not have an internet connection. If the contents of the page changes you will need to download the MP3 file again.
You may need to check your computer's sound settings if you cannot hear the audio.
Under the Disability Discrimination Act 1992, all Australian Government agencies are required to ensure information and services are provided in a non-discriminatory and accessible manner.
The Department of Human Services website has been designed to meet the Australian Government standard and we are aiming to meet the Web Content Accessibility Guidelines (WCAG) 2.0 by December 2014 for double A compliance. Conformance against these guidelines will ensure our website will not only improve the accessibility to people with disabilities it will also improve the overall user experience for everyone.
To read more about the guidelines: Web Content Accessibility Guidelines (WCAG) 2.0
We are constantly working on improving our website to improve the accessibility and usability; however it is not always possible. We continue looking for alternative accessible solutions to reach a level of consistency across the site to meet the standards.
If there is information you require that you cannot access please contact us.
Using this website
You can change the size, font and colour of the text by following your browser’s help instructions. For general instructions, read our website accessibility tips
Every page on this site can be printed so you can take the information with you or provide it to someone else. Use your browser's print function. You can also print pages to be more readable. At the end of each page, click on the printer icon to print a large text version of the page you are viewing.
If you do not want to see animations in images on this site, consult your browser’s help instructions to turn off animations.
PDF (Portable Document Format) and RTF (Rich Text Format)
PDF files are used on the humanservices.gov.au for large documents and other resources. Where the document is not designed to be exclusively printed an accessible RTF file will accompany it. Any PDF viewing software should be able to open PDF files on this website except for some fill-able forms that may need software that meets certain requirements.
We are working towards improving the quality of our PDF files on the website to ensure accessibility features are added to each file including correct reading order, alternate text for images imbedded, correct title, tagging and bookmarks.
Video and audio
Every video, audio and other multimedia on the website will include an accessible transcript for download located near the video. The videos are designed to be viewed on a low bandwidth connection but you may still need to wait for the video to buffer enough for you to watch it smoothly. If you cannot view the video, make sure that your firewall is not blocking the file and that you have the correct codecs installed.
Centrelink Service Centres meet all Australian standards in relation to physical access, ensuring that customers with disabilities have access to all building facilities and amenities.
Service Centres have seating available for customers. Any customer that needs to be seated immediately should approach a staff member to let them know they are in the office and the nature of their enquiry. The staff member will then ensure that the customer is comfortable and that their enquiry is dealt with.
All customers are able to access toilets upon request. Where toilets are not located within a DHS Service Centre, staff will provide information on the nearest public toilet location.
If customers have an urgent medical or personal need they should notify a staff member immediately.
Assistance with forms
Staff in our Service Centres can assist customers who are unable to complete our forms due to a vision or sensory impairment.
Assistive listening devices
Medicare Service Centres have assistive listening devices to help people with hearing impairment. This works for people who wear hearing aids, as well as those who don’t.
The system has an amplifier, gooseneck microphone, audio loop, fixed easy listener input connector (for earbud style headphones) and telephone handset for listening.
Assistive listening devices are available at the following locations:
- New South Wales – Eastwood, Hurstville, North Ryde
- Australian Capital Territory – Belconnen, Woden
- Victoria – Bentleigh, Camberwell, Glen Waverley, Rosebud
- Queensland – Kipparing, Chermside
- South Australia – Marion, West Lakes, Tea Tree Plaza (Modbury)
- Western Australia - Cannington
- Tasmania - Hobart
You can nominate another person or organisation to deal with us on your behalf.
For more information visit someone to deal with us on your behalf.
We offer a number of specialised phone services to make it easier for you to contact us on the phone.
Disability, sickness and carers line - 132 717
This is our dedicated phone number for enquiries about Centrelink payments and services for people with a disability, illness or injury, or are carers. There are minimal messages at the beginning and no need to select from a menu.
Hearing and speech assistance – TTY FreeCALL 1800 810 586 and 1800 000 567
Customers who are deaf or have a hearing or speech impairment can contact us about payments and services through the free TTY service at FreeCALL™1800 810 586.
You can contact the Customer Relations Line to provide comment, complaints or compliments on FreeCALL™1800 000 567.
National Relay Service
The National Relay Service helps people throughout Australia who are deaf or have a hearing or speech impairment to telephone the wider community through a 3rd person. The National Relay Service is a standard call and operates 24 hours a day, every day of the year.
For more information, visit the National Relay Service.
Multilingual Phone Service
Call us on 131 202 for information about Centrelink services and payments. You can reach us between 8.00 a.m. and 5.00 p.m. (local time), Monday to Friday. To talk to us about Medicare and Child Support services in languages other than English, call the Translating and Interpreting Service, on 131 450.
Information affecting customers with a disability, illness or injury is available in alternative formats. These formats include audio cassette/CD, large print, braille, and e-text.
You can request translated publications by calling the Disability, Sickness and Carers line on 13 2717.
To ensure everyone has equal access to payments and services, various consultative networks have been established to examine service delivery issues. These include regular communication with customers and peak bodies to ensure that our service meets the requirements of the Australian public, including the development of policies in relation to implementation strategies, promotional material, system changes, and physical access.