Access Points

Access Points provide free self help facilities where customers can conduct their business with the department. This includes:

• providing information products, forms and brochures
• access to a telephone dedicated to the department’s Smart Centre network, and
• facsimile/photocopy facilities for customers to forward material to the department or other related uses (such as faxing a job resume).

Access Point staff can also sight and photocopy Proof of Identity (POI) documents (for customers receiving Centrelink services only) so that the customer no longer has to send their original documents in the mail to support their claims. There is no additional face to face staff assistance provided at Access Points.

To locate your nearest Access Point, use Find Us.

Agents

Agents are located in communities which require a more significant departmental presence than that provided through an Access Point. In addition to providing the same facilities as an Access Point, an Agent provides a face to face information service to the community and an internet enabled computer and printer for customers to conduct their business. The services also include:

• Assistance and guidance to customers in the use of self service products, (for example, Internet for online service, automated telephone systems and a fax for lodging forms).
• Accepting claim forms and other documentation required to be lodged with Centrelink.
• Medicare telephone claiming information and reply paid envelopes for forwarding receipts to support claims.
• Responding to customer enquiries and providing assistance, guidance or referral as appropriate.

Agent Criminal History Check Consent Form (for Agent Specified Personnel use only)

All Agent Specified Personnel must undergo a National Criminal History Check (conducted by the department).  Below is the Agent National Criminal History Check consent form for this process.  This form is to be printed from the website before being completed.

• Agent National Criminal History Check consent form [pdf, 171k]

Note: Agents are not Department of Human Services staff and cannot:

• make any payments or decisions about payments
• review, assess or vary payments
• access customer information, or
• issue Electronic Benefit Transfers (EBTs) or Health Care Cards.

To locate your nearest Agent, use Find Us.

More information

• refer to Agent and Access Point Contracts information
• find your nearest Agent or Access Point
• phone the department on your main services and payments telephone number
• send us a secure online message