Call us
Click on one of these topics for more information:
Notes:
- Calls to ‘13’ numbers from fixed lines can be made within Australia for not more
than the cost of a local call (call charges may vary depending on the phone service
provider)
- Calls to ‘1800’ numbers from fixed lines are free
- Calls to 13 and 1800 numbers from mobiles may be charged at a higher rate.
General enquiries
Phone 131 272 (local call charge, excluding mobile and public phones)
Our national telephone network is designed to give you fast and confidential service.
Although you may not always speak to the same person, our people can talk to you
about your options and help with your child support.
When to call
Office hours are generally 8.30am - 4.45pm (local time), Monday to Friday. Customer
service centres may be closed on national and state public holidays.
Your customer reference number
Have your 12 digit customer reference number handy so you can enter it when prompted.
This ensures your call is directed appropriately.
Your identity
Each time you call, you will be asked for some personal details to confirm your
identity. We do this to protect your privacy before we access your confidential
records. You can choose to use a password for greater protection.
Call recording
Most calls are recorded and may be monitored for quality assurance and training
purposes.
The conversation
Brief details of the conversation are noted on your record, and any decisions or
undertakings are documented. At any time, you can ask the customer service officer
to tell you what they have documented.
Receipt number
We’ll give you a receipt number at the end of each phone call, as part of our customer
service guarantee. Keep a record of your receipt numbers for fast resolution of
issues.
Calling from outside Australia
Calling from New Zealand
Freecall 0800 440 953
Calling from other countries
Phone +61 131 272 (international call charges apply)
Overseas cases team
Phone +61 3 6216 0864 (international call charges apply)
To call us from outside Australia:
- Dial your country’s international dialling code. This varies depending on your
country or region. If you are unsure of the code for your region, contact your local
telephone service provider.
- Then dial Australia’s country code (61).
- Then dial 131 272.
If you have a hearing or speech difficulty
Teletypewriter (TTY)
Phone 1800 631 187
National Relay Service
Phone 133 677 (then quote ‘131 272’)
Do you need interpreting help?
If you do not speak English and need help from the Child Support Agency, ring the
Translating and Interpreting Service (TIS) on 131 450 between 8.30am
and 4.45pm (local time), Monday to Friday. TIS will set up a three-way conversation
between you, an interpreter and a customer service officer.
Child support info service
Phone 131 107
The Child Support Info Service is an automated telephone service that gives receiving parents
information about their child support account 24 hours a day, seven days a week.
It’s available to parents who have asked us to collect their child support.
All you need is your customer reference number, a touchtone telephone and a personal
identification number (PIN). Your PIN is at the bottom of the letter telling you
about the service, or call us on 131 272 if you have lost or don’t
have a PIN.
Other useful phone numbers
Publications hotline
Phone 1800 040 972
Complaints
Phone 132 919
Fax 1800 062 610
Change of assessment
Phone 131 141
Freedom of information
Phone 131 272
Employer enquiry service
Phone 131 272
Media enquiries
Phone (02) 6272 8763
Email media@humanservices.gov.au
CSAonline helpdesk
Domestic customers:
Phone 1800 637 445
International customers:
Phone + 61 131 272 or +61 3 6216 0864 (international call charges apply)
Payments hotline
Phone 1800 241 272