We will send you only messages that are relevant to your circumstances. Messages do not contain any personal information.
In most cases, you will be automatically subscribed to this service when you provide a new mobile phone number or email address, or when you make a claim for a payment or service and have a mobile-phone number or email address on your contact details.
If you have provided a mobile phone number only, you will receive your messages by SMS. If you have provided an email address only, you will receive your messages by email. If you have provided a mobile phone number and an email address, you can choose how you would like to receive your messages. You can change how you receive your messages at any time.
If you live outside Australia, or you leave Australia to live in another country, you can only receive your messages by email.
You need to know
Types of messages
The types of messages we may send you include appointment reminders and reminders to provide us with up-to-date information. This includes:
- appointment reminders
- reminders to provide up to date information
- reminders to provide documents
- notification of new Online Letters (if you are subscribed to this service)
- notification of decisions
- notification of payment advice
Ineligibility for Electronic Messaging
You will not be able to receive electronic messages by SMS if you:
- are living permanently outside Australia and do not have an email address or
- have requested that only specific Department of Human Services staff have access to your records.
Terms and conditions of Electronic Messaging
You need to read and agree to the Terms and Conditions for Electronic Messaging.
We may send you electronic messages appropriate to your circumstances.
No SMS or email from us will contain your name or contact details.
You will not be required to respond via SMS or email to any message from us.
Messages you may receive include:
- appointment reminders on the business day before your appointment
- reminders to provide up-to-date information
- reminders to provide documents
- notification of new Online Letters (if you are subscribed to this service).
An electronic message is considered to have been sent when our service provider(s) report that the message has been sent and our records have been updated accordingly.
If you change your mobile-phone number or email address, you must tell us straight away. To report any changes, log on to Centrelink Online Services and select ‘Personal Details’ from the menu. Alternatively, you can call us on your regular 13 number or visit your local DHS Service Centre.
Incorrect messages from Electronic Messaging
If you have received a message that is not relevant to you, you should contact us immediately.
Subscribe to Electronic Messaging
There are several ways in which you can subscribe to this service, including:
To subscribe on line, you will need to:
- be registered for Centrelink Online Services, or register for Centrelink Online Services, with level-three access
- existing Centrelink Online Service customers, select the ‘Log on’ button, and enter your Customer Access Number and password
- new customers, register to create an australia.gov.au account and register for Centrelink Online Services.
Once you have successfully registered for Centrelink Online Services:
- select 'Electronic Messaging and Letters'
- select 'Electronic Messaging and Online Letters Subscriptions' from the menu, and follow the prompts to subscribe to the service.
Once you have subscribed, you will receive a 'Welcome' message (by SMS or email).
Changing your message delivery preference
You can change your message delivery preference at any time. There are several ways in which you can change your subscription:
To change your subscription on line, you will need to:
- log on to Centrelink Online Services (or register for Centrelink Online Services)
- select ‘Electronic Messaging and Letters’
- select ‘Electronic Messaging and Online Letters Subscriptions’ from the menu, and follow the prompts to update your subscription.
Once you have updated your subscription, you will receive a ‘Welcome’ message to confirm the change.
Unsubscribe from Electronic Messaging
If you do not want to receive electronic messages, you can opt out at any time. There are several ways to unsubscribe:
- on line
- by calling 1800 199 575 at any time and following the prompts
- by calling us and speaking with a Customer Service Officer
- by visiting your local DHS Service Centre.
To unsubscribe on line, you will need to:
- log on to Centrelink Online Services, and select ‘Electronic Messaging and Letters’
- select ‘Electronic Messaging and Online Letters Subscriptions’ from the menu, and follow the prompts.
To unsubscribe by telephone, you will need to:
- dial 1800 199 575
- enter your 9-digit Customer Access Number (CAN)
- press 1
- wait for the confirmation message, then hang up.
Updating your contact details for Electronic Messaging
If you change your mobile-phone number or email address, you need to tell us straight away.
If you have level-three access to Centrelink Online Services, you can log on to Centrelink Online Services and make changes to your contact details by:
- selecting the ‘Personal Details’ menu item
- selecting ‘View/Update Address, Accommodation or Contact Details’.