Place in queue

A call back service so you can keep your place in the queue without waiting on the phone.

Access your place in queue

Don’t pay unnecessary phone charges to keep your place in the queue. If your expected call wait time is more than 5 minutes, you may be offered the place in queue option and be asked to leave your details. When your call gets close to the front of the queue, we will call you back.

You should register for phone self service to use the place in queue option. However you may still be offered the place in queue service even if you aren’t registered for phone self service if your call relates to:

  • Older Australians
  • Families and Parenting
  • Disabilities, Sickness and Carers, or
  • Indigenous

Register for phone self service and create a phone self service ID and PIN:

You will need your phone self service ID and PIN to use the place in queue option. You will also need to have your Customer Reference Number or Customer Access Number handy.

You may be offered the place in queue option if your call wait time is more than 5 minutes when you call one of the following Centrelink phone services between 8 am and 3 pm:

Centrelink phone serviceAvailable for mobile and land line callers
Youth and StudentsMobile callers
Employment ServicesMobile and land line callers
Older AustraliansMobile and land line callers
ABSTUDYMobile and land line callers
Disability Sickness and CarersMobile and land line callers
Indigenous ServicesMobile and land line callers
Families and ParentingMobile and land line callers
Participation Solutions TeamMobile callers

You will not be offered the place in queue option if:

  • you call outside the hours 8 am to 3 pm
  • your wait time is less than 5 minutes
  • you call a service that does not have place in queue as an option, for example the advances line; or
  • you are a nominee or a person permitted to enquire

We will call you from a private number so please answer when we call you back. If you miss our call we won’t leave a message. However don’t call us back, we will call you 3 more times that day.

This information was printed from humanservices.gov.au It may not include all of the relevant information on this topic. Please consider any relevant site notices at humanservices.gov.au/siteinformation when using this material.