The Guides to Social Policy Law is a collection of publications designed to assist decision makers administering social policy law. The information contained in this publication is intended only as a guide to relevant legislation/policy. The information is accurate as at the date listed at the bottom of the page, but may be subject to change. To discuss individual circumstances please contact Services Australia.

4.2.1 Role of Centrelink


Centrelink is a delivery point for payments and services available to Australian families. Centrelink operates under the governance of Services Australia.

Parents lodge claims for PLP through Online Services or Centrelink Service Centres. Centrelink determines eligibility and provides PPL funding amounts (1.1.P.180) to employers to enable them to provide PLP to their employees.

Parents who do not receive their PLP from their employer or who do not have an employer, will receive the PLP directly from Centrelink.

Centrelink offers a range of first-point-of-contact services, which include:

  • answering eligibility enquiries
  • providing information about payment delivery
  • providing printed information and claim forms
  • receiving forms lodged for the PPL scheme and other family assistance related payments, such as FTB, and advice of changes of circumstances
  • making appointments with other Centrelink staff for complex enquiries and interviews, and
  • discussing 'what if' scenarios for different payment options.

Centrelink call centre

A Centrelink call centre is also available to assist families with PPL scheme and family assistance enquiries over the telephone on 13 61 50. The call centre operates from 8 am to 8 pm local time.

Centrelink internet site

Information about Centrelink payments and services is available on the Services Australia website.

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