Centrelink online account help - claim a payment online

Instructions on how to claim a payment with your Centrelink online account.


Read more about Centrelink payments you can claim online.

Remember to select My profile and make sure your details are up to date before you start your claim.

Step 1: get started

From your homepage, select Make a claim.

Or, select MENU, followed by Apply for a Payment or Concession Card and Make a Claim.

On the Online claims page, you can View claim details, Withdraw claim, Continue claim or Cancel claim.

Select Start a new claim to begin your new claim.

On the Make a claim page, select Get started from the category which best describes your circumstances. In this example, we’ll select Get started in the Looking for work category to claim a Newstart Allowance payment.

Step 2: tell us your personal circumstances

We’ll ask you some questions to check if you’re eligible for the payment you’ve chosen. This helps you decide if you should claim this type of payment.

If you answer Yes to Do any of the following circumstances currently apply to you, an information box will appear. Please read the content.

Answer all the questions, then select Claim now.

If you need help, select the question mark icon.

We’ll prompt you to check your details in My profile to make sure they’re up to date. Select My profile to check your details.

From the My profile page, you can check and update your details. When you’ve finished, select return to your claim to go back to your claim.

We’ll give you a claim number which is your claim ID. Use your claim ID if you need to follow up with us about your claim over the phone or in person at a service centre.

We’ll also tell you how many days you have left to submit your claim. We base the timeframe on the earliest date possible we can pay you from, if you’re eligible for this payment. If your claim expires, you’ll need to start again.

You’ll need to provide supporting documents before you can submit your claim.

To begin your claim, select Get started in Confirm your basic details.

The next page will display 5 tabs. You’ll start on Relationship details. Answer all the questions, then select Next.

You’ll automatically move to the next tab when you answer all the questions and select Next.


  • Help or the question mark icon, if you need help
  • Back, to go back to the previous page
  • Save, to save your claim and finish it later
  • pencil icon, to update details
  • bin icon, to remove details

Step 3: tell us about your situation and finances

To tell us about your current situation, select Get started in Tell us about your situation.

Answer all the questions, then select Next.

To tell us about your finances, select Get started in Tell us about your finances.

The next page will display 8 tabs. You will start on Payment Instructions.

The Payment destination page, will show a summary of the bank accounts you’ve already given us. The payment destination is the financial institution where you want us to send your payments.

If the financial institution shown is still correct, select this account from the dropdown menu, then select Next.

If you want your payments sent to a different financial institution, select Add another.

Enter the details for your payment destination, then select Add.

The payment destination you just entered will display.


  • pencil icon, to edit the payment destination details if they’re incorrect
  • bin icon, to remove your payment destination details and start again

If the payment destination details are correct, select Next.

You’ll automatically move to the next tab. To move through the tabs, answer all the questions and select Next.

Step 4: review claim

To review your claim, select Continue in Review your claim and submit.

If you need to go back and change any of your answers, select Change.

On the Review your claim page, we’ll give you a summary of your claim. If you haven’t completed all required details, an Update required message will appear. You must complete these sections before moving on.


  • Expand section, to see the information you gave us
  • Update, to edit the details if they’re incorrect
  • Print, to print your claim summary

If all of the details are correct, select my obligations to read the terms and conditions of your claim. To get your payment, you must meet your obligations.

When you understand and agree with your obligations, select I have read, understood and accept my obligations. Then select Next.

Step 5: submit supporting documents

Before you can submit your claim, there are tasks you must complete. Tasks may include giving us documents or forms to support your claim. These tasks will appear as Required in the Status column.

Depending on your situation, you may be able to submit your claim before completing all Required tasks. You may be able to if you’ve told us you’re in one of the following situations:

  • you’ve been affected by family and domestic violence
  • you’ve been in prison or psychiatric confinement for 14 days or more
  • you’re a humanitarian entrant in Australia for the first time
  • you’ve gone through a natural disaster not covered by the Disaster Recovery Payment

If the task status appears as Supplementary on this page, you’re not required to give us these documents for your claim assessment. However, submitting these documents will help us work out if you’re entitled to any supplementary payments and services.

If you have your documents ready now, select Upload next to the task you need to complete. You’ll need to upload documents for each task separately.

If you don’t have your documents ready, you can submit these documents later using the Upload documents button on your online account homepage. You can also do this by taking photos of your documents and uploading them through the Express Plus Centrelink mobile app. You have 14 days to submit your documents to support your claim.

For help with submitting your documents, follow our Submit documents with your Centrelink online account guide.

Once you submit your supporting documents, we will give you a receipt to let you know your document was successfully submitted. Please make a note of the Receipt Number for your records.

Select Return to Newstart Allowance Claim.

Once you’ve completed a Required task, the status will change to Done.

If you need to give us documents to confirm your identity, we’ll tell you this is a Required task. Select humanservices.gov.au/identity or View to read more about how you can confirm your identity.


  • Edit, to change any of the documents you submitted
  • Back, to go back to the Review your claim page
  • Save, to save your claim and either give us the documents later or provide the documents in person

Once you confirm your identity, the only Required task remaining should be to book an appointment.

Step 6: book an appointment and submit claim

Select Book to schedule your appointment.

To book an appointment, select:

  • who will be attending the appointment from the dropdown list
  • the calendar icon and choose a date
  • a time from the drop down list in Please choose a time
  • your best contact phone number from the drop down list in What number should we call you on?

If your phone number doesn’t appear in the drop down list, select Other and enter your phone number.

Once you’ve entered all these details, select Next.

On the next page, we’ll confirm your appointment date, time and the phone number we’ll call you on.


  • Continue without submitting, to go back to the Next steps page and restart Step 5
  • Submit your claim, if you’ve completed all required tasks and you’re ready to submit your claim

On the next page, we’ll let you know if your claim submission has been successful.

Use your claim ID if you need to talk to us about your claim. You can do this by phone or in person at a service centre. We’ll also give you an Estimated completion date of when we'll process your claim.


  • Withdraw claim, to withdraw your claim if required
  • Notifications, to view any messages about your claim
  • Tasks, to view a list of your completed tasks and edit them if required
  • Review claim details, to view the information you’ve given us

If you’ve told us you’re in a crisis situation, select payments and support services to read about further assistance available to you in your local area.

Select home page to return to your online account homepage.

Step 7: sign out

You can track the progress of your claim from your homepage. Select More details at any time to see what stage your claim is at.

From your homepage, you can also complete other transactions or select the myGov icon to return to myGov.

For your privacy and security, sign out when you have finished using your myGov account.

If you didn’t sign in from my.gov.au, select Logout

View other online account guides and video demonstrations about using your online account.

View other online account guides and video demonstrations about using your online account.

Page last updated: 12 July 2018