All our services in a One-stop-shop

1. All our services in a One-stop-shop January 2014

2. Creating more one-stop-shops is one of the ways we are improving our services

3. We have become one department • On 1 July 2011, Medicare, Centrelink, Child Support and CRS Australia became a single Australian Government service delivery department - the Department of Human Services. • Joining up our services makes it easier for you to access government services.

4. Improving government services • Extending our services is part of the Australian Government’s Service Delivery Reform initiative. • Through Service Delivery Reform, our department is transforming our services to deliver better, more integrated services to the public. • One-stop-shops will improve customers’ access to services regardless of their geographical location. • One of the ways we are doing this is by creating one-stop-shops.

5. Centrelink and Medicare in one place • On Monday 10 February 2014, a new one-stop-shop will open in Bairnsdale, offering Medicare and Centrelink services under the one roof. • All Medicare staff working in the Bairnsdaleservice centre at 23 Service Street, Bairnsdale will move to the new one-stop-shop at 60-62 Macleod Street, Bairnsdale to continue serving local customers. Offering… • A more convenient way to access government services. • Everything you need under one roof.

6. More on one-stop-shops • More than 400 Australian communities now have access to our one-stop-shops where Medicare and Centrelink services are offered under one roof. • By the end of 2014 all of our service centres will offer multiple services together.

7. What will the one-stop-shop be like? • Clean, colourful and easy to navigate. • Modern, open-plan environment – making you comfortable. • Self-service options – saving you time.

8. Medicare payment options • At the one-stop shop all benefits will be paid using electronic payment options. • Customers will be able to have their benefits paid straight into their bank accounts, which is safer and faster giving staff more time to spend face-to face with customers. • Benefits will not be paid by cash. However, our staff will discuss the claiming options available with each customer to assist them select the one that best suits their needs.

9. More than just one-stop-shops Customers have the choice of how they want to access our services in the way that suits them - either from home, at the local service centre or from anywhere using our Express Plus Apps.

10. What are the options? From home: Medicare • Tele-claiming and phone services • Online claiming and services Centrelink • Phone self-service (automated) • Phone services (customer service officer) • Online services Or • Using the Express Plus Apps from anywhere

11. What are the options? At the doctor’s office: • Customers can claim Medicare rebates when they pay their medical bill, if the practice offers this service. At the Medicare or Centrelink service centre: • Self-service computer and phone. • Speak with a friendly customer service officer.

12. Which services can be accessed at home? • Lodge some Medicare claims • Update your personal details • Update your bank account details • Request a replacement or duplicate Medicare card • View your Medicare claims history (previous 12 months) • View your Medicare Safety Net balance (current calendar year) • View your Medicare benefit tax statement (current and previous financial year) • View your organ donor registration details • View your child’s immunisation history statement (for children under 14 years) • More information • visit www.humanservices.gov.au • call 13 2011

13. Which services can be accessed at home? • Claim some payments • Request some documents • View/print your details • Receive online letters • Update/advise your details • Report employment income • Apply for an Advance Payment • Complete your review of Rent Assistance • Listen to your Working Credit or Income Bank balance • Access information about your past and future payments • Update your course details for Youth Allowance or Austudy • Request a replacement card or income statement to be mailed • More information • visit www.humanservices.gov.au • call your regular ’13’ number or phone self-service on 13 6240

14. At the doctor’s office • Customers can claim Medicare rebates when they pay their medical bill, if the practice offers this service. • This service is quick, easy and secure. • Dedicated Business Development Officers (BDOs) can help health professionals to offer Medicare online claiming – and access a range of other services: • Call 1800 700 199 • Email onlineclaiming@medicareaustralia.gov.au • Visit www.medicareaustralia.gov.au > For health professionals > Doing business with Medicare Australia > Online Business

15. Self-service at a service centre • Customers save time by using the self-service phones and computers. • Customer service officers can help customers access the services they need. • Next time, they may not even have to make the trip!

16. You can also download and use our Express Plus Apps Customers may not need to come into our service centres they can also use our Express Plus Apps to complete simple transactions. Centrelink currently has mobile apps for families, job seekers, students and seniors. Medicare customers can view their Medicare claim history, order a replacement Medicare card and update contact and bank account details. For more information about Express Plus Apps, visit humanservices.gov.au/expressplus

17. Summary • On 10 February 2014, our new one-stop-shop will open in Bairnsdale offering Medicare and Centrelink services under the one roof. • All Medicare staff working in the Bairnsdaleservice centre at 23 Service Street, Bairnsdalewill move to the new one-stop-shop at 60-62 Macleod Street, Bairnsdale to continue serving local customers. • You can also do your Medicare claiming from the doctor’s, over the phone or online. • Many other Medicare and Centrelink services are available from home – customers may not even need to visit the service centre.

18. Thank you Questions? • Contact us: • Phone: You can obtain general information about the services the department provides by contacting132 468. • Website: www.humanservices.gov.au • Or speak to a staff member for more information.