Agents and Access Points

Access Points provide free self-help facilities where customers can conduct their business with the Department including:

• providing information products, forms and brochures
• access to a telephone for Department related business
• Medicare phone claiming capability and reply paid envelopes for customers to forward receipts to support claims
• fax/photocopy facilities for customers to forward material to the Department or for other related uses, such as faxing a job resume.

Access Point staff can sight and photocopy Proof of Identity documents for Centrelink (only) customers so that the customer does not have to send their original documents in the mail to support their claims.

Currently more than 70 Access Points throughout Australia now also provide access to an Internet enabled computer so that customers can utilise the Department and other government related online services.

There is no additional face-to-face staff assistance provided at Access Points.

Agents are established in communities which require a more significant Department presence than that provided through an Access Point. In addition to providing the same facilities and services 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 Department related business. The services provided also include:

• access to the Department’s self service products (for example, Internet for online service and automated telephone systems)
• accepting Centrelink claim forms and documentation required to be lodged
• responding to customer enquiries and providing assistance, guidance or referral as appropriate.