‘Video chat’ trial for Age Pension applications begins


Pensioners may soon be able to use ‘video chat’ to complete payment applications with Services Australia (Centrelink).

Normally, Services Australia requires those seeking and receiving welfare to visit a service centre to complete the identity requirements.

These include checking you are the person in one of your photo identity documents.

An online video option could be on the cards if trialling the use of video chat to complete this checking step proves a success.

In the trial, the department is only including people who already receive payments and have previously uploaded identity documents.

How it works


If you’re part of the trial, the department will send you a secure message in your myGov inbox, or you may be phoned to ask if you’d like to take part.

Participating in the trial is completely voluntary. If you chose to take part, you’ll book a video chat appointment at an agreed time and date.

Once you’ve done this, you’ll get a secure message to your myGov inbox. The message will include a link to the video chat. It will also include instructions on how to prepare for the appointment.

Only join the video chat from the secure message in your myGov inbox. You can use your own smart phone, tablet, computer or laptop with a camera.

An online video option could be on the cards if trialling the use of video chat to complete this checking step proves a success.

If you use a smart phone or tablet, you’ll need the Microsoft Teams app. You don’t need to sign up for a Microsoft Teams account. If you use a desktop computer you can use your web browser or the Microsoft Teams app.

In the video chat, you will be asked to hold up the photo identity document you used to claim a payment. This is to check you’re the person in the document.

If you don’t agree to the video chat, you’ll need to present your documents to check in person at a service centre, Agent or Access Point.

You will know the department’s video chat is legitimate because they will only send the link to the video chat through your secure myGov inbox. Remember, you should only join the video chat from the link within that message.

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