Accessibility

We want to make sure everyone can get information about our payments and services.

humanservices.gov.au

Accessibility compliance

Under the Disability Discrimination Act 1992, we must make sure we provide information and services in a non-discriminatory and accessible way.

This website has been designed to meet the Australian Government standard. We aim to meet Web Content Accessibility Guidelines (WCAG) 2.0 level AA. Meeting these guidelines improves accessibility and your overall experience.

We are always improving our website. We continue to explore different ways to make it easy for you to get information. If there is information you need that you cannot get, please contact us.

Using this website

You can change the size, font and colour of the text by following your browser’s help instructions. For general instructions, read our website accessibility tips.

Pages on this site can be printed using your browser’s print function.

Many of our payment pages have a create your own brochure feature. This allows you to view selected information about a payment as a single page and then print it. The printed copy includes a QR code so you can easily return to the original webpage.

PDF and other document formats

PDF files are used on humanservices.gov.au for large documents, printed forms and other resources such as translated information. Where the document is not designed to be printed, there will be an accessible alternative file. Any PDF viewing software should open PDF files on this website except for some fill-able forms that may need special software.

We are adding accessibility features to each PDF file on the website, including:

  • correct reading order
  • alternate text for imbedded images
  • correct title
  • tagging
  • bookmarks

Video and audio

All video, audio and other multimedia on the website will include an accessible transcript for download located near the player. The video and audio files are designed to be viewed on a low bandwidth connection. You may still need to wait for it to buffer enough for you to watch or listen to it smoothly. If you cannot view the video or listen to the audio, make sure your firewall is not blocking the file and your system supports the format.

In person

Service centres

Our service centres meet all Australian standards for physical access. Customers with disability have access to all building facilities and amenities.

Service centres have seats for customers. Let a staff member know if you need to be seated straight away and what your enquiry is. The staff member will make sure you are comfortable and deal with your enquiry.

Ask a staff member if you need to use a toilet. Where toilets are not located within a service centre, staff will direct you to the nearest public toilet.

If you have an urgent medical or personal need, tell a staff member immediately.

Help with forms

Staff in our service centres can help you complete our forms.

Assistive listening devices

Some service centres have assistive listening devices.

The system has an amplifier, gooseneck microphone, audio loop, fixed easy listener input connector for earbud style headphones, and telephone handset for listening.

Contact your local service centre to find out what is available.

Nominees

You can nominate another person or organisation to deal with us for you.

Read more about someone to deal with us on your behalf.

By phone

We offer a number of phone services to make it easier for you to contact us.

Disability, sickness and carers line - 132 717

This is our phone number for enquiries about Centrelink payments and services for people with disability, illness or injury, and their carers. It is available 8 am to 5 pm Monday to Friday.

Hearing and speech assistance - TTY FreeCALL 1800 810 586

Customers who are deaf or have hearing or speech impairment can contact us through this free TTY service.

National Relay Service

The National Relay Service helps people throughout Australia who are deaf or have a hearing or speech impairment to contact using TTY, Speak and Listen, Internet relay, Video Relay and Captioned Relay.

Read more on the National Relay Service website.

Language services

For information about:

Read more about language assistance.

Publications

Some information is available in audio CD, DVD, large print, braille, and e-text.

You can ask for these by calling the Disability, Sickness and Carers line on 132 717.

You can download or print translated publications. We also have interpreters and translators to help you.

Consultation

To make sure everyone has access to payments and services, various consultative networks have been formed to look at service delivery issues. We consult with customers and peak bodies about policies, implementation strategies, promotional material, system changes and physical access.

Complaints and feedback

We value your feedback and want to hear what you think about the quality of our service. We will use your feedback to improve our products and services.

There are a number of ways you can give us feedback. Read more about complaints and feedback.

Page last updated: 15 November 2017