Services Australia Online vs In Person — What You Can Skip

Most Services Australia (Centrelink and Medicare) services are now available online via myGov. But some things still require an in-person visit — usually for identity verification, original documents, or complex claims. This guide tells you exactly what you can do online and what you can't, so you don't waste time at a Service Centre when myGov would have handled it.

What you can do online via myGov

• Make claims — JobSeeker, Family Tax Benefit, Age Pension, most other payments.
• Upload documents — replaces in-person document drops.
• Update personal details — address, phone, email, bank account.
• Report income — fortnightly income reporting for JobSeeker and similar.
• Submit Medicare claims — for services not bulk-billed.
• Get digital Medicare card — instant, no waiting for mail.
• View payment history and letters — all correspondence from Centrelink/Medicare.
• Add family members to Medicare — newborns, partners (some cases).
• Message Centrelink/Medicare — non-urgent enquiries, replies in 7 working days.

What still requires in-person

• Initial identity verification — first-time Centrelink customers often need to present originals.
• Citizenship/visa document verification — passport, citizenship certificate originals.
• Complex situations — for example, conflicting custody, identity theft recovery.
• Interpreter-assisted appointments — though phone interpreters (131 450) can sometimes substitute.
• Original birth certificate — for some payment claims (Age Pension, FTB).
• Crisis Payment — often handled in person for faster assessment.
• Help completing online forms — if you can't navigate myGov, Service Centre staff can assist.

How to set up myGov

• Visit my.gov.au and create an account with your email.
• Verify your identity (you can do this with a Medicare card and bank details for many people).
• Once myGov is set up, link Centrelink and Medicare — this typically requires entering a linking code from a Centrelink letter, or providing personal details that Centrelink matches.
• If you can't link online, you'll need to visit a Service Centre with ID to verify your identity in person — but this is a one-time hassle.

Frequently asked questions

Is myGov secure?

Yes — myGov uses two-factor authentication (SMS code or authenticator app). Never share your myGov password or codes. Services Australia never asks for your password by phone or email.

What if I'm not tech-savvy?

Service Centre staff can help you set up myGov in person — this counts as your first visit. After that, you can do almost everything online. Libraries also offer free myGov help sessions.

Can I do everything by phone instead?

Almost everything, yes — but wait times are long. myGov is usually faster than calling.