All our services in a
One-stop-shop
January 2014
Creating more
one-stop-shops is one
of the ways we are
improving our services
Page 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.
Page 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.
Page 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 Bairnsdale service 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.
Page 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.
Page 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.
Page 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.
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.
Page 9
Page 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
Page 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.
Page 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)
More information
• visit www.humanservices.gov.au
• call 13 2011
 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)
Page 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
Page 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
Page 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!
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
Page 16
Page 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 Bairnsdale service
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.
• 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.
Page 18
Thank you  Questions?
Contact us:
Phone:
You can obtain general information about the
services the department provides by contacting
132 468.
Website:
www.humanservices.gov.au
Or speak to a staff member for more information.