Child Support Business Online Services terms and conditions

Please read the following terms and conditions carefully before considering whether this service is for you as they govern your access and use of Child Support Business Online Services.


We, us—means the Australian Government Department of Human Services.

You, the customer—means the user of the (Child Support Business Online Services) service or a customer of the Department of Human Services.

Your agreement

Accessing, browsing and using Child Support Business Online Services means you accept these terms and conditions. Additionally, by accepting these terms and conditions you agree to receive our email updates.

We may change these terms and conditions from time to time. We advise you to check the effective date of the terms and conditions each time you access Child Support Business Online Services.

Email updates

Sometimes, we may use your email address to send you important updates about the service, our department or the Child Support scheme.

We may also send you invitations to participate in email surveys, which will help us improve our services to you.

Unsubscribe from email updates

To unsubscribe, follow the instructions in the footer of email updates or send an email to with the word 'unsubscribe' in the subject heading.

You will still receive emails if you unsubscribe from our email updates. This is because the emails are sent to let you know you have new information in your account.

Confirming that emails are from us

To help protect your security, we will never ask for your Child Support Business Online Services or other passwords, personal information or bank account details by email.

If you receive an email asking you to re-register to Child Support Business Online Services or enter sensitive personal or banking details or you suspect some other type of fraud use the online report fraud form or notify the Australian Government Services fraud tip-off line on 131 524.

Interactive products

We offer this online service to provide electronic and interactive self service for:

  • employers who provide Child Support payroll-deduction services for their employees
  • anyone who pays or receives Child Support

Occasionally, we may add or remove services from the online service. We may notify and / or offer you other Child Support or online products and services by post or from an email update.

After you have registered, you will receive most future Child Support messages through Child Support Business Online Services. We will email you when you have new mail to read (this is called an email notification).

Call us on 131 272 if you do not want to receive your mail this way.


Phishing is email-based fraud where internet thieves 'fish' for your personal details by using hoax emails claiming to be from a company or government agency.

Hoax emails are often generated overseas and are sent in bulk. The email asks the recipient to provide sensitive information such as a username, password, Customer Reference Number (CRN) or bank account details by reply email or through a fake website, enabling thieves to gather the details for fraudulent use.

Reduce the risk of being a victim of a phishing

You can minimise your chances of being a victim of phishing by:

  • retyping hyperlinks into your web browser instead of clicking on them in email messages
  • treating all emails asking for personal log on information such as username, password or customer reference number with extreme caution. Authentic emails from us will never request personal details or log on information
  • immediately deleting emails if you don't know the sender, no matter how innocent or provocative the subject headings sound
  • changing your Child Support Business Online Services password regularly
  • keeping your anti-virus programs and firewalls up-to-date and performing regular scans of your computer

Availability of our online services

We try to ensure our online services are available at all times but we can't guarantee continuous or uninterrupted access.

If our online services are not working or you are unable to use them to carry out transactions, call us on 131 272 for assistance or to find another way to complete your transactions. International customers call +61 131 272 (call charges apply).

Using our online services does not change your obligations to provide information to us, even if you cannot access our online services for any reason.

Information available through our online services may not always be completely up to date. In most cases the information should reflect transactions up to the close of business on the previous working day.

Your security

We comply with the Australian Government Protective Security Policy Framework and its standards. We make all reasonable efforts to protect our online services from unauthorised access.

You should be aware that the internet is a public network and there is a potential risk that your transactions are being viewed, intercepted or modified by third parties or that files you download may contain computer viruses, disabling codes, worms or other devices or defects.

Your access

We will provide you with a Child Support Reference Number (CSRN) and password to access Child Support Business Online Services.

By using our services you agree to:

  • keep passwords and/or any supplied security device confidential
  • change your password regularly and/or when prompted
  • keep your unique CSRN confidential and secure

We will assume that any online transaction using your CSRN and password was carried out by you.

If you know or suspect that your CSRN or password have become known to someone else or are lost or stolen, please call us immediately on 131 272. International customers call +61 131 272 (call charges apply). We will provide you with a new CSRN and/or password.

Where we believe or detect that an unauthorised access to our online services has occurred or may occur, we will (with or without prior notice to you):

  • limit, restrict or deny access to the online services until the risk has been removed
  • change your CSRN and password and tell you of the change

We recommend that you do not access Child Support Business Online Services from computer terminals that are shared with other people (for example, internet cafes, public computers) as it is difficult to ensure these computers are free from malicious and 'hacker' type programs that may trace or record your personal information.

While using our online services, your information will be visible on the computer screen. You should take precautions to prevent other people inadvertently viewing your personal information.

We reserve the right to correct any Child Support business record or information that has been affected by any instruction you make or any transaction caused by use of our services.

Links to external websites

Any link to an external website is provided for your information and convenience only. We do not endorse, monitor or control such sites (or any associated organisation, product or service) and are not responsible for their content, or your access or use of them.

Your privacy

For employer customers, we will check your organisation's Tax File Number against Australian Taxation Office systems to confirm its identity.

We may provide your contact details to people contracted by us to deliver services to separated parents, or to carry out research to help improve our services. You are not obliged to participate in any programs or research.

For more information about The Privacy Act 1988 and privacy generally, see the Privacy Commissioner's website at

For more information about our collection, use and disclosure of information, see Chapter 6.3 of The Child Support Guide, which sets out our approach to administering the Child Support scheme.

Your employee's privacy

We are required by law to collect certain information about our customers and their family for Child Support purposes. We understand that some of this information is sensitive and we place great emphasis on protecting their privacy.

We are bound by the information privacy principles of The Privacy Act 1988. There are 11 information privacy principles that regulate the treatment of personal information. They set out the standards for information collection, storage, security, correction, use, disclosure and access.

We are also subject to the secrecy provisions in our legislation. These restrict the communication of our customers' personal information and specify when and to whom we can lawfully release information.

When we pass on your employee's information

We are required by law to pass on some of our customer's information to the other parent, such as information we use to work out their assessment. This is so that they understand how the assessment has been calculated.

We may provide information to other government agencies or collect and verify personal information from a third party source.

Other government agencies and third parties that we typically provide information to include:

  • Australian Taxation Office
  • Administrative Appeals Tribunal
  • Department of Families, Community Services and Indigenous Affairs
  • other areas within the Department of Human Services
  • Department of Veterans' Affairs
  • Department of Home Affairs
  • Attorney-General's Department
  • law enforcement agencies
  • Commonwealth investigation or auditing agencies, such as the Ombudsman, the Privacy Commissioner or the Australian National Audit Office
  • road and traffic authorities
  • financial institutions
  • employers

More information

For parent customers, the purposes of passing on information is for:

  • data matching in the administration of Child Support
  • gathering of information, such as income and assets when determining a Child Support assessment of collecting Child Support debts
  • disclosure of personal information to the Australian Federal Police or a mental health crisis unit in response to a threat
  • disclosure of information on an 'needs to know basis' to international agencies related to the administration and collection of Australian Child Support
  • disclosure of Tax File Numbers (TFN) would only occur in limited circumstances involving data exchange with other government agencies such as the Australian Taxation Office
  • TFNs are used to verify:
    • a customer's identity and make sure that we have the correct individual as a party to a Child Support case, and
    • to verify incomes for assessments

IT security

When you visit our online services, we or our IT service providers will record the following information for statistical purposes:

  • your IP address
  • your top level domain name (for example, .com, .gov or .au)
  • the date and time of your visit to the site
  • the pages accessed and documents downloaded
  • the previous site visited
  • the type of browser you use


Child Support Online Services creates an encrypted cookie when you log on. They allow us to ensure you are authorised to use the service and are only stored while you are logged on to the service. You may need to allow your computer to store cookies so you can access the service.


While we have tried to make sure the information on our online services website is as accurate as possible, we give no warranty or guarantee that the material, information or publication made accessible is accurate, complete, current, or fit for any use whatsoever. No reliance should be made by a user of the material, information or publications accessed via Child Support Business Online Services.

If relying on the material on our website, users should independently verify its relevance for their purposes and should obtain any appropriate professional advice.

We reserve the right to vary the material, information or publications on our website without notice.

Limit of liability

We and our employees and agents accept no liability or responsibility for any loss or damage suffered as a result of direct or indirect access, use or application of any material, publication or information made accessible via our website or in connection with any failure of performance, error, omission, interruption, deletion, delay in operation or transmission, computer virus, disabling codes, worms or other devices or defects, line system failure, loss of data or loss of use related to the website.

Page last updated: 30 August 2018