Online Services Frequently Asked Questions (FAQs)

Before registering for Online Services please make sure your address is up-to-date with Medicare Australia as the password will be mailed to this address.

Download Online Services Frequently Asked Questions [PDF, 348Kb]

General

What are Medicare Australia's Online Services?

While you still have the option of calling Medicare or visiting a Medicare office, you can now choose to do some of your Medicare business online. Online Services are available 24 hours a day from the comfort of your own home.

Online Services lets you view, update and request some of your Medicare information online

To access the services you will need to register online and a password will be mailed to you. Alternatively you can register at a Medicare office and your password will be issued on the spot.

What services are available online?

You can:

• request a replacement or duplicate Medicare card – only two replacement Medicare cards can be requested online per year
• register and update your bank account details – claim on-the-spot at your doctor’s and get your Medicare rebate paid into your bank account
• update your personal details – such as contact details, preferred language, Indigenous status and Medicare card address
• view, print and save your Medicare claims history statement – for up to 12 months from the date of the request
• view your Medicare Safety Net balance
• view, print and save your Medicare benefit tax statement – previous and current finanical years available
• view your organ donor registration details
• view your child’s immunisation history statement - available to parents of children aged up to 14 years

Who can register to use Online Services?

To register for Online Services you must be:

• currently enrolled in Medicare;
• 14 years of age and over; and
• currently residing in Australia.

Can anyone else access my information?

No. To access your information you must provide your Medicare card details (or your IHI number if you are not enrolled in Medicare), date of birth, password and the answers to your secret questions.

Every time you log onto Online Services you will see a security page with information about your access history, including:

• time and date of your last log on
• time and date your password was changed
• time and date your bank account details were changed
• the year your Medicare card address was changed

If you believe your information has been accessed without your authorisation, call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time)

Who can I contact for help?

For general enquiries call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time).

If you are experiencing technical issues with Online Services email: olssupport@medicareaustralia.gov.au

Registration

How do I register for Online Services?

Before registering for Online Services please make sure your address is up-to-date with Medicare Australia as the password will be mailed to this address.

There are two ways to register for Online Services.

• Online—you will need to provide your Medicare card number, individual reference number (to the left of your name on your Medicare card) or your IHI number (if you are not enrolled in Medicare) and your date of birth. Once the registration is complete your password will be mailed to your Medicare card address within 10 working days.
• Medicare Office—go to a Medicare office and provide your Medicare card details and proof of identity. Once registered, you will be given your password straight away.

Does each person on my Medicare card have to register individually?

Yes. Each individual must register separately for Online Services. You must be at least 14 years of age to register for Online Services. Parents/guardians will be able to view information for dependants under the age of 14 who are listed on the same Medicare card.

How and when will I receive my password?

If you register online and we have your most up-to-date address, you should receive your password in the mail within 10 working days. If you register at a Medicare office you will be given your password straight away.

Can my password be emailed to me?

No. You can only receive it by post or over the counter in a Medicare office.

Logon

What do I do when I receive my password?

Once you have received your password, go to the Online Services home page and select ‘Logon’ located on the right-hand side of the screen. You need to have your Medicare card (or your IHI number if you are not enrolled in Medicare) with you.

Enter your Medicare card number, individual reference number (located to the left of your name on your Medicare card) or IHI number, date of birth and password and select ‘Logon’.

Once you have logged on you will be asked to create five secret questions and answers. Make sure you choose questions and answers that are easy to remember, as you will need to answer these questions online regularly when you use Online Services.

Some examples of secret questions:

• What is my / my wife’s maiden name?
• What is my father’s middle name?
• What was the name of the street I grew up on?
• What is the name of my eldest brother/sister?
• What was the name of the first suburb I lived in?
• What year was I married?

You will then be asked to change your passsword.

Does my password expire?

No, however it is recommended that you change your password frequently to ensure the privacy of your information.

What do I do if I have forgotten or lost my password?

Go to Online Services  and select ‘Forgotten your password?’ located on the right hand side below the Logon button. Enter your Medicare card number, individual reference number and date of birth and then select ‘Submit’.

A new password will be generated and mailed to your Medicare card address.

What happens if I select 'Forgotten Password'?

If you have selected 'Forgotten Password', a new password will be automatically generated and mailed to your Medicare card address.

How do I change or update my password?

To change or update a password you created, you need to logon to your Online Services account. Once logged on, select ‘Change Your Password’ from the right hand navigation menu. When prompted, answer two of your five secret questions and enter your postcode and town or suburb. Once you have answered these successfully you will be able to update your password. If you are unable to answer the questions correctly, please contact 132 011* 9:00am to 5:00pm, Monday to Friday Eastern Standard Time.

To change or update a Medicare generated password, you must first logon using the password provided to you and set up the five secret questions and answers. You will then be asked to change your password.

Secret questions and answers

Why do I need secret questions and answers?

Secret questions and answers give you an additional level of security. To update your details, or access private information online you must be able to correctly answer your secret questions when prompted.

When creating your secret questions and answers you should make sure that:

• your questions have answers that do not change over time
• your questions are specific
• the answers to your questions are short (ideally one word only)
• you avoid dates as these can be easily mistyped
• you avoid punctuation such as commas and full stops.

What are some examples of secret questions?

• What is my mother’s maiden name?
• What month was my first child born?
• What was the colour of my first car?
• What was the make of my first car?
• What was the name of my first pet?
• What town was I born in?

How do I reset my secret questions and answers?

You cannot reset your secret questions and answers. If you have forgotten your answers, you will have to reset your Online Services registration.  To do this, go to Online Services and select ‘Forgotten your password?’ located on the right hand side below the Logon button. Once you have done this, submit your details and a new temporary password will be mailed to your Medicare card address. You will then be able to logon again and create five new secret questions and answers.

Updating my details

How can I update my personal details?

Once you have registered with Online Services and received your password, logon to Online Services and set up your secret questions and answers and new password. Select ‘Update your personal details’ and when prompted, answer two of your five secret questions and enter your postcode and town or suburb. You will then be able to update the following details:

• contact details
• preferred language
• Indigenous status
• Medicare card address

Note: you cannot update your name or date of birth using Online Services. To update these details you will need to visit a Medicare office with proof of identity.

Medicare Claims History online

How do I access my Medicare Claims History online?

Once you have logged on, select ‘View your Medicare Claims History’. When prompted, answer two of your five secret questions and enter your postcode and town or suburb. You can then request your Medicare claims history statement for up to 12 months prior to the date of request.

What information will be displayed on my Medicare claims history statement?

The Medicare claims history statement will display:

• you and your (dependants) under 14 years details such as name, date of birth, Medicare card number
• date range of the statement e.g. 02/12/06 to 02/12/07
• the provider name and practice details. (for privacy and security reasons, the provider’s name and practice address will not be visible for children under the age of 14)
• date of each service
• item number and a brief item description
• total cost of service received
• Medicare benefit paid by the Government
• total cost to the patient
• payment method e.g. cash, cheque, EFT.

Can I view the Medicare claims history information for everyone on my card?

You can view Medicare claims history information for yourself and any child under 14 years of age who is listed on the Medicare card used to logon to Online Services.

Why isn’t there any information displayed on my Medicare claims history statement?

This could be because you haven’t made any Medicare claims during the selected date range, or you have registered for Online Services within the last two days. It can take up to 30 hours for the system to gather your Medicare claims history information to display online.

Why can’t those aged 14 to 18 years access their Medicare claims history information through Online Services?

For privacy reasons children between the ages of 14 and 18 will not be able to access their Medicare claims history through Online Services. However, they can still request their information by completing an ‘Application for information’ form available at www.medicareaustralia.gov.au > about Medicare Australia > your information and rights > how to request your personal information.

NSW, ACT and VIC residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Sydney NSW 2001

QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Brisbane QLD 4001

Note: Information is only available for the past five years

What do I do if there is something missing from my Medicare claims history information or if the details are incorrect?

You can call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time) or visit a Medicare office with a copy of your Medicare Claims History statement. The Medicare Service Officer will be able to help you with your enquiry. Some enquiries may require further investigation and may not be able to be resolved straight away.

Can I request a statement online displaying more than 12 months worth of my Medicare claims history information?

No. If you would like a Medicare claims history statement that includes information from more than 12 months ago, you can request one by completing an Application for information form available at www.medicareaustralia.gov.au > about Medicare Australia > your information and rights > how to request your personal information.

NSW, ACT and VIC residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Sydney NSW 2001

QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Brisbane QLD 4001

Note: Information is only available for the past five years

Can I use my Medicare claims history statement for a compensation claim?

No. The Medicare Claims History information you view through Online Services can not be used for compensation purposes. You can access Compensation Recovery Program forms online at For individuals and families > Forms and brochures

Medicare benefit tax statement

How do I access my Medicare benefit tax statement through Online Services?

OOnce you have registered and logged on to Online Services, select ‘View your Medicare benefit tax statement’. When prompted, answer two of your five secret questions and enter your postcode and town or suburb. You can then access your Medicare benefit tax statement online.

For which financial years can I request a Medicare benefit tax statement ?

You can only select either the previous financial year or the current financial year.

If you require a statement for a financial year more than two years ago you can request these by writing to:

NSW, ACT and VIC residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Sydney NSW 2001

QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare Australia
GPO Box 9822
Brisbane QLD 4001

Note: Information is only available for the past five years

Can I request a Medicare benefit tax statement for everyone on the same Medicare card through Online Services?

You can view or request a Medicare benefit tax statement for yourself and those dependants under the age of 18 listed on the Medicare card. All members on the card aged 18 years and over will need to register for Online Services individually to request their own Medicare benefit tax statement.

Card members aged 14 years and over who are registered for Online Services can request their own statement.

Can I print my Medicare benefit tax statement through Online Services?

Yes. You can print out your Medicare benefit tax statement in PDF format or by selecting the print button at the bottom of the screen.

To view PDF files you will need Adobe Acrobat Reader.

Can I have my Medicare benefit tax statement mailed to me through Online Services?

No. You are able to view, save and print your Medicare benefit tax statement through Online Services. To have your Medicare benefit tax statement mailed to you call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time).

Care plan access history

What is a care plan?

If you have a chronic illness and/or complex care needs, a care plan can be created for you by your health professional. A care plan is an action plan which sets out the care to be provided to you by your health professional.

What is my care plan access history?

You must provide verbal consent to your health professional to view your care plan details. This consent is for a single viewing only and you will need to give consent to your health professional for any further access. Your care plan access history will show the dates your care plan history has been accessed over the previous 12 months.

To access your care plan access history you must be registered for Online Services and be 18 years of age and over.

IHI history and alternate names

What is an IHI number?

The Healthcare Identifiers Service (HI Service) allocates a unique 16 digit identification number called an Individual Healthcare Identifier (IHI). If you are enrolled in Medicare or hold a DVA treatment card you will automatically be allocated an IHI number. If not, a temporary IHI number may be provided when you next seek healthcare.

You can logon to Online Services using your Medicare card number (or your IHI number if you are not enrolled in Medicare) and your date of birth. When accessing the services using these details, you will be able to obtain your IHI history and view your IHI alternate names, as well as all other Online Services products.

What is my IHI history?

Your IHI history is an audit log of what has occurred on your IHI records. Through Online Services you can view your history in three, six and 12 month timeframes or you can select to see your entire history. The history will display any changes to your records (name and status changes etc) and any activity made with your IHI number (history viewed, records accessed etc).

What is an IHI alternate name?

An alternate name can include community names, preferred names and titles. Through Online Services you are able to view, update, remove and add up to nine alternate names to your IHI records.

Troubleshooting enquiries

I am experiencing a 'Session Timeout'

You need to check that the date and time on your computer is correct and is set to an Australian time zone (this is a separate setting to the time displayed).

To set the time zone follow the instruction below:

1. Double click on the clock in the bottom right hand corner of your screen. A screen will appear showing the date and current time.
2. Click on the tab that says Time Zones.
3. In the drop down menu above the world map it should read either:
   • GMT + 10:00 (Canberra, Sydney, Melbourne, Hobart and Brisbane) or
   • GMT + 8/9:30 (Perth/Adelaide and Darwin).
4. Select the appropriate time zone.
5. Check under the world map, the 'Automatically adjust clock for daylight savings changes' box should be ticked
6. Click Apply
7. Select the Date & Time tab and check that the date and time are correct, if they are not, manually correct them
8. Click Apply and then OK.

Attempt to log on to Online Services again. If this is unsuccessful, restart the computer and try again.

If this does not resolve the Session Timeout error, please try the steps below:

1. From the toolbar at the top of your screen select Tools > Internet Options (Options for Firefox) > Privacy
2. Click the button in the settings marked Sites (Exceptions for Firefox). The 'sites' screen will then be returned in a new window
3. Type medicareaustralia.gov.au in the 'Address of website' field.
4. Click Allow.
5. medicareaustralia.gov.au will appear in the domain and setting will say 'Always Allow'. If all this information is correct, click 'OK'.
6. You will be returned to the Internet Options window and you must also select 'OK' on this screen. This window will then disappear.

If you are still not able to use Online Services please call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time).

I have not received my password in the mail.

You may not have your current address recorded with Medicare Australia. If you are unsure if Medicare Australia has your correct address, visit a Medicare office or call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time) and a Medicare service officer will assist you with either a change of address and/or a new password..

I am having problems entering my address at the Higher Access Level.

When you enter your address details, enter only the suburb or town and postcode of your currently recorded Medicare mailing address.

This is the correct way to enter your address:

This is the incorrect way to enter your address:

For further assistance call 132 011* 9:00am to 5:00pm, Monday to Friday EST (Eastern Standard Time).

I am having problems entering my bank/financial institution account details. 

If you are receiving either of the error messages below, make sure you have removed all symbols and punctuation from the ‘Name of account holder’ field.

1. The account number you have supplied is not valid for the BSB entered. Please check your details and try again.
2. The symbol you have supplied in the ‘Name of account holder’ field is invalid. The only valid symbols to be applied are – (hyphen) and ‘ (apostrophe).

Example:

• The correct way to enter your account name:
  JR and SA Citizen
• The incorrect way to enter your account name:
  J.R. & S.A. Citizen

If the financial institution name that appears on your confirmation screen is not the name of your Credit Union, then it will display the name of an overarching institution instead. For example CUSCAL and Indue are responsible for many different credit unions across Australia and their name will appear on the confirmation screen instead of the individual smaller institution's name. 

When you enter your banking details via Online Services the system validates the BSB and matches it with the name associated to that number.

For further clarification please check your account details with your financial institution.

If you continue to experience problems email Online Services Support at olssupport@medicareaustralia.gov.au

*Call charges apply

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Last updated: 1 July, 2010