Use your Centrelink Customer Reference Number (CRN) or Department of Veterans’ Affairs (DVA) Number

If you choose to use your CRN or DVA number, we will call you to ask some questions about your identity and to discuss next steps. In most cases, you can prove who you are over the phone.

If you need to lodge or provide identity documents or have any questions about the National Redress Scheme, you can call us on 1800 737 377 Mon to Fri 8am to 5pm. If you are overseas, please call +61 3 6222 3455 and press 7 to be transferred to the National Redress Scheme.

If you do not have a CRN or DVA Number

You will need to take your required identity documents to a Services Australia service centre(Opens in a new tab/window) to have your identity confirmed.

What are acceptable identity documents?

You will need to give Services Australia one original document from each of the below categories:

• a commencement document to show your birth or arrival in Australia. For example, an Australian birth certificate, Australian visa, Australian citizenship certificate or Australian passport
• a primary document to show the use of your identity in the community. For example, an Australian driver licence, Australian marriage certificate, a current foreign passport with Australian Visa, proof of age card or secondary student ID card
• a secondary document to show the use of your identity in the community. For example Medicare card, bank or financial institution card, motor vehicle registration, tenancy agreement or lease, rates notice, utility account.

One of these Commencement or Primary documents must show your photo, for example, an Australian driver licence or an Australian passport. Photocopies of original documents will not be accepted. 

If you have any questions about this, please contact us on 1800 737 377 Mon to Fri 8am to 5pm.  

If you do not have the required identity documents

We can help you find other ways to confirm your identity, if you do not have the required documents, or cannot visit a Services Australia service centre.  

These circumstances particularly impact those living in remote communities, those who were a child migrant, or those who are currently in gaol.

Please contact us on 1800 737 377 Mon to Fri 8am to 5pm to discuss your options.

If you live overseas

If you live overseas, please visit an Australian embassy or consulate near you with your identity documents. If you are applying for redress, the Australian embassy or consulate is able to verify and certify your identity documents. This is a free service.

A full list of Australian Government embassies and consulates can be found at dfat.gov.au(Opens in a new tab/window).

If you are currently overseas, please call +61 3 6222 3455 and press 7 to be transferred to the National Redress Scheme.