‘At last’: Major change to Centrelink service centres allows recipients to skip the queue

A new appointment system will now allow recipients to book an appointment, removing the need to stand in a service centre queue for hours.

Centrelink customers can book a 15-minute phone appointment or 30-minute face-to-face at over 300 service centres nationally.

The recent launch follows a trial of the booking system in Hobart, which Minister for Government Services Bill Shorten called a success.

More than 81,700 appointments have already been booked online, but receipients also have the option to book appointments over the phone.

“You can book a phone or face-to-face appointment by calling your regular payment line,” Services Australia said.

Bookings can be made for appointments regarding ABSTUDY, Age Pension, Carer Payment, Digital Coaching, Disability Support Pension, JobSeeker Payment, Parenting Payments, Youth Allowance, and My Aged Care.

They can also be rescheduled and cancelled online.

To make a booking online, recipients will need to log in to their Centrelink account through MyGov and select “documents and appointments” from the menu, before clicking “appointments” and “manage appointments”.

Appointments can also be made using the Express Plus Centrelink mobile app, where easy prompts are visible on the home screen.

Recipients are urged to arrive 10 minutes before any scheduled appointments to “check in”, and will also need bring ID with them, along with any relevant documents they might need.

“We know people want the convenience online services provide, but sometimes they need to talk to someone.

“This new service offers the best of both worlds for people who want or need to visit their local service centre,” Shorten said.

“People can go online and choose a time that suits them for an appointment, either on the phone or at their chosen service centre, and they don’t have to spend time in a queue.”