Community access

We are committed to improving community access to payments and services.

Community access

We strive to make our services available and easy to access for everyone in the community by providing:

  • mobile service centres
  • specialist staff
  • language services, and
  • a range of ways to get in touch with us

We are also connected with a network of agents and access points to extend our reach to rural, regional and remote communities.

Extending services to rural and remote communities

Access Points provide free self-help facilities where customers can conduct their business with us. Customers can access our services from one of over 230 Access Points and 350 Agents in rural, regional and remote Australia. Read more about Agents and access points for customers.

A business, company, local council, community group or trading entity may be able to join our network and deliver the services of an Agent or Access Point. We will advertise these opportunities in the local media within a community when they become available. Read more about information for agents and access points for host organisations.

Our Mobile Service Centres bring our services right to the doorstep by travelling to rural and remote communities. We put customers in touch with a range of government payments and services. We can also process claims, update details and complete most transactions. Read more about Mobile Service Centres to see when they will be in your area.

Language services

We are committed to helping you connect customers with information and services available in their language. Read more about services available to multicultural organisations.

Specialist staff

Our specialist staff offer a range of tailored services to help customers access our services and those in the community, while taking into consideration personal circumstances

Indigenous specialist officers

Indigenous specialist officers help Aboriginal and Torres Strait Islander Australians who live in urban, rural, regional and remote communities to access our payments and services.

Social workers

Our social workers are located in service centres and on the phone to help people experiencing a crisis, have no support or are unsure how to access the right assistance. Read more about our social work services.

Community engagement officers

A Community Engagement Officer can assist you if you are homeless or at risk of becoming homeless, and you are having difficulty visiting a service centre or calling us.

Financial information service officers

Financial information service officers can talk to customers about a range of topics around managing money and making informed financial decisions. They are a part of our Financial Information Service, which is a free and confidential service that includes financial information seminars.

On request, our Financial Information Service officers can also present a seminar or a series of seminars specifically targeted for your group or organisation. Read more about Financial Information Service for organisations.

Multicultural service officers

Around 70 Multicultural Service Officers nationwide help us connect with migrant and refugee communities. They help improve access to Australian Government programs and services.

Interpreters and translators

Our experienced interpreters speak with customers in their preferred language, in person and on the phone. In addition, our translators help with translating documents for customers to do business more effectively with us. Read more about our interpreter and translation services.

Grandparent advisers

Grandparent advisers are available in selected states to support grandparents with full-time caring responsibility for their grandchildren.

Accessible facilities and online information

Our Service Centres meet all Australian standards in relation to physical access, ensuring that customers with disabilities have access to all building facilities and amenities. We have a number of specialised phone services, including hearing, speech and language assistance.

This website has been designed to meet the Australian Government standard under the Disability Discrimination Act 1992. Read the web accessibility tips to help you make the most out of our website. Read more about accessibility.

Other government and community resources

Use Payment and Service Finder to find other government and community resources relevant to you.

Page last updated: 27 August 2017