Place in Queue
The Department of Human Services is constantly looking at ways to improve the way we communicate with our customers to deliver better customer service.
Centrelink has set up a new call back service. This service gives you the choice to keep your place in the queue without waiting on the phone.
Benefits to you
- Save money. Lower your mobile phone costs by not waiting on the line.
- Save time. You can keep going with your day instead of waiting on the phone.
Who can access Place in Queue
You must be registered for Centrelink phone self service to keep your place in the queue.
Once registered, you can keep your place in the queue for the following Centrelink phone services:
| Centrelink phone service | Available for mobile and land line callers |
|---|---|
| Youth and Students | Mobile callers |
| Employment Services | Mobile and land line callers |
| Older Australians | Mobile and land line callers |
| ABSTUDY | Mobile and land line callers |
| Disability Sickness and Carers | Mobile and land line callers |
| Indigenous Services | Mobile and land line callers |
| Families and Parenting | Mobile and land line callers |
| Online Service Support | Mobile and land line callers |
| Participation Solutions Team | Mobile callers |
How it works
If your expected call wait time is greater than 5 minutes, you will be asked to leave your details. When the call gets close to the front of the queue, Centrelink will call you back.
How do I get my place in the queue?
If you are receiving Centrelink payments you must:
- be registered for phone self-service
- call Centrelink’s main phone services
- enter your ID and PIN
- have called between the hours of 8:00 am till 4:00 pm
Registering for Centrelink's phone self service
You can register for Centrelink’s phone self-service:
- online, when you register for Centrelink Online Services
- over the phone on 136 240, or
- at a Centrelink Service Centre.