Operational Blueprint Documents (lex 86194): Centrelink Self Service - Access Status, Locking And Unlocking 133-19061400 (effective From 24 June 2025) Mygov Messages And Error Codes 133-02010080…

Written by Claude Haiku 4.5 from the extracted text on 27 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

This operational blueprint outlines Centrelink self-service access management procedures for Services Australia staff, effective June 2025. The document addresses security concerns following customer record compromises via self-service channels. It details protocols for locking and unlocking online and phone self-service access to Centrelink accounts, establishing two-tier authentication requirements: customers must first be verified as record owners, then authenticated to a level matching the lock type applied. Locking mechanisms prevent unauthorised access while maintaining partial service availability (customers can still access myGov or phone self-service depending on lock type). The document restricts unlocking until appropriate Proof of Record Ownership is obtained through high-level verification or face-to-face identification. Related materials on myGov error codes and plain English message explanations were also released. Sections 37(2)(b) and 47E(d) of the FOI Act were applied to protect operational information.