Dealing with Australian government agencies: how to prepare before you call or visit

Contacting an Australian government agency — Services Australia (Centrelink, Medicare), Service NSW, VicRoads, the ATO — often takes more time than you expect. Phone wait times are long, in-person queues are busy, and if you do not bring the right documents, the call or visit can end without anything being resolved.

Preparing well in advance helps you avoid having to call back or come in a second time.

Before you call

Find the right phone number

Each service and each issue may have a different phone number. Look it up on the agency’s official website to find the right one — this avoids calling the wrong department and being transferred several times.

Have your information ready

Before you call, prepare:

• Your reference number / CRN (Customer Reference Number): if you have registered with that agency before, your CRN helps staff find your record faster
• Your date of birth and current address: usually used to verify your identity
• Documents relating to the issue you are asking about: notices, decisions, file numbers
• Notes of your questions: so you do not forget anything you need to ask while you are talking

Choose when to call

Phone wait times are usually longest early in the morning (right as the lines open), early in the week, and at the start of the month. If you can, try calling mid-morning or early afternoon on a midweek day.

Before you visit in person

Book an appointment if you can

Many agencies let you book an appointment online through their website. An appointment is usually significantly faster than the walk-in queue. Check the website of the agency you need to see.

Bring the right documents

Find out in advance what you need to bring. This usually includes:

• Identity documents (passport, Medicare card, driver licence)
• Documents relating to the specific issue (a request for more information, an old decision, invoices, and so on)
• A notice or reference number, if you have one

Go to the right agency

Not every issue is handled in the same place. For example: Medicare and Centrelink are both part of Services Australia, but not every office handles every type of request. Check the website to find the nearest office that handles your issue.

While you are with the staff member

• Be clear and concise about the issue you need resolved, right from the start
• Ask about the next step: after this meeting, what happens next? How long is processing expected to take? What else do you need to do?
• Write down the important details: the staff member’s name, the date and time, what was said, and a reference number if there is one
• Ask for written confirmation if you can — a confirmation letter or email matters more than a spoken word

If your English is not strong

You have the right to request a free interpreter when dealing with most Australian government agencies. See the related guide on interpreters and language support from Australian government agencies for how to request this service.

Note: The specific process can differ depending on the agency and the issue. This article provides general guidance — always check the website of the relevant agency for the most up-to-date requirements.