Online Services Frequently Asked Questions (FAQs)
On this page
- General
- Registration
- Medicare Online Services Passwords
- Logging on to Medcare’s Online Services
- Medicare Online Services secret questions and answers
- Security
- Lodge a Medicare claim through Online Services
- Updating my details
- Medicare Safety Net
- Medicare claims history
- Medicare benefit tax statement
- IHI
- Other services
- Troubleshooting and issues
- Feedback and suggestions
Before registering for Online Services make sure your address is up-to-date with Medicare. Your password will be mailed to this address.
General
While you can still call Medicare or visit your local Medicare office, you can now choose to do some of your Medicare business online. Medicare’s Online Services is available 24 hours a day from the comfort of your own home.
Through Medicare’s Online Services you can:
- lodge a Medicare claim – item numbers 3, 23, 36, 53 and 5020 (limits apply)
- 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 electronically at your doctor's and your Medicare benefit is paid into your bank account within two to three working days
- update your personal details—such as contact details, preferred language, Indigenous status and 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 financial years are available
- view your Individual Healthcare Identifier number history
- view and update your Individual Healthcare Identifier number alternate names
- view your Care Plan access history
- view your organ donor registration details
- view your child’s immunisation history statement— a statement of your child’s immunisations during their first seven years is available to parents of children up to 14 years of age.
Registration
How do I access my Medicare Online Services
Before you are able to access your Medicare Online Services, you must register for an australia.gov.au account Online
. Once you have registered, you are able to access your Medicare Online Services by completing the proof of record ownership process (PORO) process.
You must also:
- be currently enrolled in Medicare
- be 14 years of age and over
- have an Australian postal address.
What is the PORO process?
PORO involves satisfying a set of questions (about the information you have already supplied to Centrelink, Medicare or Child Support).
- If enough correct answers are confirmed, you will pass PORO and have successfully proven you own the record/s.
- If you fail PORO for the service for which you are trying to obtain access to, you can try again later when you have more information available in your record, or visit any Centrelink, Medicare or Child Support Office with approved photo Proof of Identity (POI) documentation.
PORO helps make sure the right customer gets access to Online Services.
What is approved photo Proof of Identity (POI) documentation?
Approved photo POI documentation are:
- Australian Passport
- Australian Drivers Licence
- Australia Shooters Licence
- Australian Security Licence
- Overseas Passport
What is australia.gov.au?
australia.gov.au is an entry point for all Australian Commonwealth Government authorised information and services.
Why should I register for an australia.gov.au account?
With an australia.gov.au account you will only have to remember one user ID, one password and one website to access your online services for Centrelink, Medicare or Child Support. If you already have an online services account with the Department of Human Services - Centrelink, Medicare and/or Child Support - registering for an australia.gov.au account will enable you to link your existing account/s to your australia.gov.au account
In the future, we will be moving to one online services portal for all DHS transactions. The existing online services portals for Centrelink, Medicare and Child Support will be phased out over the next couple of years.
The move is part of our long-term commitment to make services more accessible, convenient and easier to use.
How do I register for an australia.gov.au account?
There are multiple ways to register for an australia.gov.au account:
1. Go to australia.gov.au
- Select the Login / Register button on the top right hand side of the page
- Follow the registration steps
2. Go to medicareaustralia.gov.au
- Select the Register button
- Follow the registration steps
3. Go to humanservices.gov.au
- Select Log On
- Select the australia.gov.au account link under the ‘About australia.gov.au account’ heading
- Select the red Register button on the right hand side of the page
- Follow the registration steps
How do I create an australia.gov.au password?
The password you create must be between 7 and 20 characters and contain both letters and numbers.
Passwords are case sensitive, so you can use a mix of uppercase and lowercase letters, numbers, or special characters for example:!, @, #, $, %, ^, &, and *.
Increase your password's strength by creating passwords that are difficult to guess. Avoid words you would find in a dictionary and names and dates familiar to people who know you.
If you have JavaScript enabled in your browser, you will be able to view the password meter which illustrates the strength of your password.
If you do not have JavaScript enabled in your browser, you may wish to review the password tips above and consider if your current password is strong enough.
Will I be able to register for an australia.gov.au account at a Centrelink, Medicare or Child Support Service Centre?
You will only be able to register for an australia.gov.au account online.
If I register for an australia.gov.au online account, will I automatically be able to gain access to Centrelink, Medicare and Child Support Online Services?
No. You will need to select which DHS (Centrelink, Medicare and Child Support) Online Services you would like access to, then complete the PORO process.
If I update my details with one service, will my contact details be shared across Centrelink, Medicare and Child Support?
No. Any information you provide will not be automatically shared across the Department of Human Services (Centrelink, Medicare and Child Support). You will therefore need to update the contact details through each Online Services. In the future the updated contact details may be updated across the services, but only with your consent.
How do I know my australia.gov.au account is secure?
You will be asked to refer to the terms and conditions on australia.gov.au
A number of measures are taken to make sure your account is secure. These include:
- data encryption
- storing data at a secure facility
- recording when your account is accessed.
You can make sure your account is secure by:
- keeping your australia.gov.au account user ID, password and your secret questions and answers secure at all times
- changing your password regularly and when prompted
- using up-to-date firewall and anti-virus software to protect your computer.
How do I know if I have an australia.gov.au account?
You will receive a letter to confirm that you have successfully linked to one of your Department of Human Services (Centrelink, Medicare or Child Support) Online Services accounts via australia.gov.au. If you are unsure whether you received a letter in the past or have an australia.gov.au account, you will need to register for a new australia.gov.au account.
What if I forget my australia.gov.au account user ID?
If you forget your user ID, you will need to register for a new australia.gov.au account. You will also need to gain access to your account/s again. Your previous account/s will become unlinked to the lost user ID when you register for a new user ID.
What if I forget my australia.gov.au password?
If you forget your password, you can reset it by selecting Forgotten your password? link on the australia.gov.au logon page. You will need to:
- know the answers to at least two of your secret questions
- enter a new password of your choice and one that is easy for you to remember.
- keep your password and user ID safe.
Who can access Medicare’s Online Services?
To access Medicare’s Online Services you must:
- have an australia.gov.au account
- be currently enrolled in Medicare or have a verified Individual Healthcare Identifier
- be 14 years of age and over
- have an Australian postal address.
Does each person on my Medicare card have to register individually for an australia.gov.au account to access their Medicare Online Services?
Each individual aged 14 years or older on your Medicare card must register separately to access their Medicare Online Services. Parents/guardians will be able to view information for services other than Healthcare Identifiers for dependants under the age of 14 who are listed on the same Medicare card.
To obtain information for dependants under the age of 14 for Healthcare Identifiers, parents/guardians must contact Medicare.
If I transfer to a new Medicare card will I have to register again?
No. Your registration is recorded against you as an individual. Once you have registered, any card you appear on can be used to access Medicare’s Online Services.
With some services, such as the Medicare benefit tax statement and Medicare Claims History, you will only be able to see information from the card you have logged in with. To access information from a previous card number, you can request the information by completing a Request for Medicare and Pharmaceutical Benefits Scheme (PBS) claims information for individuals and families form [PDF, 130Kb]
.
NSW, ACT and VIC residents send completed form to:
Information Release
Medicare
GPO Box 9822
Sydney NSW 2001
QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare
GPO Box 9822
Brisbane QLD 4001
Note: information is only available for the past five years
What if my child is on another Medicare card?
If your child has their own Medicare card you will not be able to see their information through Medicare’s Online Services.
If your child is not on your Medicare card, they will not be recognised as being linked to you. Customers must be over 14 to register for an australia.gov.au account you cannot register your child for their own australia.gov.au account.
If you need your child’s information, conatct the relevant area:
- ACIR (for the Childhood Immunisation history)—1800 653 809
- Medicare General Enquiry Line (for Safety net enquiries and tax statements)—132 011
- Information Release (for claims history enquries)
NSW, ACT and VIC residents write to:
Information Release
Medicare
GPO Box 9822
Sydney NSW 2001
QLD, NT, TAS, SA and WA residents write to:
Information Release
Medicare
GPO Box 9822
Brisbane QLD 4001
Can I cancel access to my Medicare Online Services via my australia.gov.au account?
Yes. You can cancel your Online Services registration at any time. To cancel your registration you can either:
- access your Medicare Online Services and select Cancel Online Services from the menu on the right side of the ‘Welcome to Online Services’ home page. You will be asked to select why you are cancelling the service and then confirm the cancellation; or
- access your australia.gov.au account, select ‘Manage (add/remove) links to online accounts’ from the ‘My Account’ page, and answer your challenge question. On the ‘Manage Links’ page, under ‘Linked Accounts’, select “Remove link to Medicare Australia”.
If you choose to cancel your registration, you must follow the registration process at australia.gov.au from the beginning to access Medicare’s Online Services again.
Medicare Online Services Passwords
What do I do if I have forgotten or lost my Medicare Online Services password?
Go to the Medicare website and select Forgotten your password? from the menu on the right side of the page. Enter your Medicare card number, individual reference number and date of birth and select Submit.
Instructions to reset your Medicare Online Services account will be sent to your mailing address or email address recorded with Medicare. You will then be able to reset your Medicare Online Services account.
What happens if I select Forgotten your Password?
If you have selected Forgotten your Password? before you have set up a password of your own, a new temporary password will be automatically generated and sent to your mailing address or email address recorded with Medicare. You will then be able to reset your Online Services account.
How do I change or update my Medicare Online Services password?
To change or update your Medicare Online Services password, logon to Medicare’s Online Services and select Change your Password from the menu on the right side of the Welcome to Online Services home page.
To change or update Medicare Online Services generated password, logon using the password provided to you and set-up your five secret questions and answers. You will then be asked to change your password.
Logging on to Medcare’s Online Services
What do I do when I receive my Medicare Online Services password?
If you have previously registered for Medicare Online Services, and have a Medicare generated temporary password go to the Medicare website and select Logon from the menu on the right side of the page. You need to have your Medicare card number with you.
Enter your Medicare card number, individual reference number (the number to the left of your name on your Medicare card), date of birth and password and select Logon. If your logon information is entered incorrectly, you will be given three attempts before a two hour lock out will occur.
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 two of these questions each time you log on to Medicare’s Online Services. If your answers are entered incorrectly, you will be given three attempts before a two hour lock out will occur
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 be asked to change your password.
As part of the log on process you will then be asked to answer two of your recorded secret questions. More information on these can be found below.
Medicare Online Services secret questions and answers
Why do I need secret questions and answers?
Secret questions and answers give you an additional level of security. To access Medicare’s Online Services you must be able to correctly answer two of your secret questions when logging on.
Should you fail to answer your secret questions correctly, a two hour lock out will occur. This lock out cannot be removed.
The answers are not case sensitive, however when creating your secret questions and answers you should make sure:
- your questions have answers that do not change over time
- your questions are specific
- your answers are short (ideally one word only)
- you avoid dates as these can be easily mistyped
- you avoid punctuation such as commas and full stops.
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 Medicare Online Services account. There are two ways to do this:
1.Go to Online Services and select Forgotten your password? from the menu on the right side of the page then enter your Medicare card number, individual reference number and date of birth and select Submit
Instructions to reset your Medicare Online Services account will be sent to your mailing address or email address recorded with Medicare. You will then be able to reset your Medicare Online Services account.
2. Go to Online Services and select Logon then:
- enter your Medicare card number, individual reference number (the number to the left of your name on your Medicare card) or IHI number, date of birth and password. Agree to the Terms & Conditions and select Logon
- select Cancel Online Services from the left hand navigation menu
- once you have cancelled your account, select Register for Online Services
- enter your details and select Submit
- agree to the Terms & Conditions
Instructions to reset your Medicare Online Services account will be sent to your mailing address or email address recorded with Medicare. You will then be able to reset your Medicare Online Services account.
Security
Can anyone else access my information?
No. To access your Medicare information you must provide your australia.gov.au user ID, password and the answer to one of your secret questions. If any of this information is entered incorrectly, a lock out will occur.
Every time you access your Medicare Online Services, you will see a security page with information about your access history, including:
- time and date of your last visit
- 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*
Medicare is committed to protecting the privacy and security of your personal information. More information about privacy and how Medicare protects your personal information can be found under Your Information and Rights.
Lodge a Medicare claim through Online Services
What can I claim through Medicare’s Online Services?
Some General Practitioner (GP) items are eligible to claim through Medicare’s Online Services:
- Item 3 - Consultation - Level ‘A’
- Item 23 - Consultation - Level 'B'
- Item 36 - Consultation - Level 'C'
- Item 53 - Standard Consultation
- Item 5020 - Consultation at consulting rooms - Level 'B' (after hours)
Although you may have a claim for an eligible item, you cannot claim through Medicare’s Online Services if:
- the item is for a service provided to someone who is not on your Medicare card
- the service was provided more than two years ago
- the item is for a service provided for a hospital or approved day facility in-patient.
If you are unable to lodge your claim online, your Medicare claim can still be lodged at a Medicare office, by post, or by calling 132 011*.
What is an "item"?
An item is a number that acts as a reference to the type of service you received from the doctor.
What is a "service"?
A service is a description of the medical assistance you received from the doctor during your visit.
Why aren’t all Medicare items claimable through Medicare’s Online Services?
By initially limiting the range of items eligible for claiming through Medicare’s Online Services, Medicare is able to carefully monitor and manage this new service. This makes sure you can continue to enjoy the level of security customers expect of Medicare.
We plan to expand the range of items claimable through Medicare’s Online Services as the service develops.
What if my account includes both eligible and ineligible items?
If your account includes both eligible and ineligible items, you are only able to claim the eligible items through Medicare’s Online Services. A claim for the ineligible items can still be lodged at a Medicare office, by post, or by calling 132 011*.
What is an "account"?
An account is what is provided to you at the conclusion of your visit to the doctor and lists information about the service provided. This may include the name of the doctor, the item for the service you were provided, the amount charged by the doctor for the service etc.
Can I claim online if my account has not been paid in full?
Yes. The system will ask if your account has been paid in full or not.
If your account has been paid in full your benefit will be paid directly into your bank account within 2–3 working days.
If your account has not been paid in full Medicare will issue a cheque to you that is made payable to the doctor/health professional. It is your responsibility to forward the cheque along with any outstanding balance to the doctor/health professional.
Can I claim online if I was bulk billed by my doctor?
No. Bulk billing is when your doctor charges Medicare directly, accepting the Medicare benefit as full payment for the service. If you are bulk billed you cannot claim a Medicare benefit as there are no out-of-pocket costs to you.
Can I claim online for services I received as an in-patient?
No. You cannot claim online for services provided to you as an in-patient of a hospital or approved day facility.
How do I lodge a Medicare claim through Medicare’s Online Services?
Once you have registered for an australia.gov.au account and accessed your Medicare Online Services, select Lodge a Medicare claim from the ‘Welcome to Online Services’ page.
You can then lodge your claim online by following these easy steps:
- enter the patient and payment details for your claim
- enter the doctor’s details (e.g. provider number and name)
- enter the service details (e.g. item number)
- confirm all the information provided is correct and submit your claim.
Is there a tutorial I can review to assist me claim online?
Yes. An online tutorial can be found here.
What do I need to lodge a Medicare claim online?
You must be registered for an australia.gov.au account and have previously gained access to your Medicare Online Services. You will also need your Medicare card and the account for the item(s) you want to claim.
The item(s) you want to claim for must meet the eligibility criteria as described above.
How many services can I claim for at a time?
You can claim up to five services at one time. The services must all meet the eligibility criteria and have been provided by the same doctor for the same patient.
Are there claiming limits?
Yes. Through Medicare’s Online Services, you are able to claim up to $250 worth of benefits daily per Medicare card and per bank account and up to $550 in a 30 day period per Medicare card and per bank account.
If you exceed a claiming limit, your Medicare claim can still be lodged at a Medicare office, by post, or by calling 132 011*.
Can I claim online for others?
You are eligible to lodge a claim for anyone else listed on your Medicare card.
How long will it take for my Medicare claim to be processed and paid?
Successful claims lodged through Medicare’s Online Services are processed instantly. Payments are deposited into your registered bank account within 2–3 working days.
Do I need to keep my accounts to prove my online claims?
No. When you claim online you do not need to keep your accounts as proof of your claims.
Will I get a receipt?
Yes. For successful claims a Statement of Benefit and Payment is available for you to save to your computer or print.
Can I get a copy of my receipt after I log off or exit the claiming process?
No. You must save or print your receipt during the claiming process.
How long will it take for my Medicare claims history to update?
Your Medicare claims history online statement will update within 48 hours.
What if I am unable to lodge my Medicare claim online?
If you are unable to lodge your claim online, your Medicare claim can still be lodged at a Medicare office, via post, or by calling 132 011*.
What if I have lodged my claim online but realise I made a mistake?
If you have successfully lodged your claim and realise you have made a mistake call 132 011*.
Can I claim online if I am on a Reciprocal Healthcare Agreement (RHCA) or Interim Medicare card?
Yes. You are eligible to claim online if you are on either of these types of Medicare cards.
What if my account is more than two years old?
The service(s) you want to claim online must have been provided less than two years ago.
If the service(s) was provided more than two years ago, your Medicare claim can still be lodged at a Medicare office, via post, or by calling 132 011*.
What if I disagree with information on my account?
If you disagree with information on your account, clarify with the doctor who provided the service(s).
You should not lodge a claim with Medicare until you are satisfied the account is correct.
What if I have lost my account?
If you have lost your account, request a new account from the doctor who originally provided you the service(s).
Updating my details
How can I update my personal details?
To update your personal details, log on to your australia.gov.au account and select the Medicare Australia link to access your account. Then select the Update your personal details link from the Welcome to Online Services page.
What personal details can I update?
You can update the following details:
- contact details - including email, phone number and address
- preferred language
- Indigenous status
- Medicare card address
Note: you cannot update your name or date of birth using Medicare Online Services. To update these details you need to visit a Medicare office with proof of identity.
Any information provided by you will not be shared across Department of Human Services (Centrelink, Medicare and Child Support) Online Services. You will therefore need to update the contact details through each Online Services. In the future the updated contact details may be updated across the services, but only with your consent.
If you are having problems updating your personal details, see Troubleshooting and Issues.
Medicare Safety Net
What is the Medicare Safety Net?
The Medicare Safety Net provides families and individuals with financial assistance for out-of-pocket costs for out-of-hospital Medicare Benefits Schedule (MBS) services. Once you meet a Medicare Safety Net threshold, you may be eligible for additional Medicare benefits for out-of-hospital MBS services for the rest of the calendar year.
Can I register for the Medicare Safety Net through Medicare’s Online Services?
No. You can only see your current threshold and balance through Medicare’s Online Services.
If you are an individual, you do not need to register for the Medicare Safety Net as it is applied automatically to you. Couples and families must register for the Medicare Safety Net, even if you are all listed on the one Medicare card.
For more information on the Medicare Safety Net, including details on how to register a family, go to Medicare Safety Net.
Who can view the Medicare Safety Net information through Medicare Online Services?
If you are registered as an individual, you can access your Medicare Online Services and view your current balance.
Balances for a Medicare Safety Net family can be accessed online only by the Family Contact or Spouse of a registered Medicare Safety Net family.
Medicare claims history
How do I access my Medicare claims history online?
To access your Medicare claims history online, log on to your australia.gov.au account and select the Medicare Australia link to access your account. Then select the View your Medicare Claims History link from the Welcome to Online Services page.
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?
Your Medicare claims history statement will display:
- details of you and your dependants’ (under 14 years of age) such as name, date of birth, Medicare card number
- date range of the statement e.g. 02/06/2009 to 02/06/2010
- the name and practice details of the health professional (for privacy and security reasons, the provider’s name and practice address will not be visible for children under 14 years of age)
- 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, for example 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 dependant under 14 years of age listed on your Medicare card.
For privacy reasons you will only be able to see basic claim information for children under 14 years of age. Medicare does not display health professional information through Medicare’s Online Services for children under 14 years of age for security reasons, specifically child protection.
Why isn’t there any information displayed on my Medicare claims history statement?
There may be no information on your Medicare claims history statement because you haven’t made any Medicare claims during the selected date range, or you registered for Medicare’s Online Services within the last two days. It can take up to 48 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 Medicare’s Online Services?
For privacy reasons children between 14 and 18 years of age cannot access their Medicare claims history through Medicare’s Online Services. They can request their information by completing a Request for Medicare and Pharmaceutical Benefits Scheme (PBS) claims information for individuals and families form [PDF, 130Kb].
NSW, ACT and VIC residents send completed form to:
Information Release
Medicare
GPO Box 9822
Sydney NSW 2001
QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare
GPO Box 9822
Brisbane QLD 4001
Note: information is only available for the past five years
Can I request a statement online displaying more than 12 months worth of my Medicare claims history information?
No. If you want a Medicare claims history statement that includes information from more than 12 months ago, you can request one by completing a Request for Medicare and Pharmaceutical Benefits Scheme (PBS) claims information for individuals and families form [PDF, 130Kb].
NSW, ACT and VIC residents send completed form to:
Information Release
Medicare
GPO Box 9822
Sydney NSW 2001
QLD, NT, TAS, SA and WA residents send completed form to:
Information Release
Medicare
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 statement you view through Medicare’s Online Services cannot be used for compensation purposes or for claiming from private health funds. You can access Compensation Recovery Program forms online.
What do I do if there is something missing from my Medicare claims history or the details are incorrect?
If there is something missing from your Medicare claims history or the details are incorrect, call 132 011* or visit a Medicare office with a copy of your Medicare claims history statement. A 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.
Medicare benefit tax statement
How do I access my Medicare benefit tax statement through Medicare’s Online Services?
To access your Medicare benefit tax statement online, log on to your australia.gov.au account and select the Medicare Australia link to access your account. Then select the View your Medicare benefit tax statement link from the Welcome to Online Services page.
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 want a statement for a financial year more than the available years, you can request this by writing to:
NSW, ACT and VIC residents:
Release of Information
Medicare
GPO Box 9822
Sydney NSW 2001
QLD, NT, TAS, SA and WA residents:
Release of Information
Medicare
GPO Box 9822
Brisbane QLD 4001
Note: Information is only available for the past five years
What if I have transferred to a new Medicare card within the financial year?
You will only be able to see tax information from the card you have logged in with. If you require information from a previous card, contact Release of Information (above).
Can I request a Medicare benefit tax statement for someone on the same Medicare card through Medicare’s Online Services?
You can view or request a Medicare benefit tax statement for yourself and any dependants under 18 years of age listed on your Medicare card. Anyone listed on your Medicare card who is 18 years of age and older needs to register for Medicare’s Online Services individually and request their own Medicare benefit tax statement.
Medicare card holders 14 years of age and older who are registered for Medicare’s Online Services can request their own Medicare benefit tax statement.
Can I print my Medicare benefit tax statement through Medicare’s Online Services?
Yes. You can print 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 Medicare’s Online Services?
No. You can only view, save and print your Medicare benefit tax statement through Medicare’s Online Services. To have your Medicare benefit tax statement mailed to you call 132 011*
Why is my tax statement not itemised?
The summary is all that is required for tax purposes. Your tax return only requires a total amount of out-of-pocket medical expenses, and does not need an itemised list.
Why is the amount on my tax statement different to the amount on my Medicare claims history?
The Medicare claims history is an itemised list of services you have received when using your Medicare card. It includes bulk billed items, pathology, in-hospital services made via the Simplified Billing claiming channel and other items that cannot be claimed as part of your tax return.
It is important you use the Medicare benefit tax statement when doing your tax return, as it has been calculated for you using only the eligible items. You may end up providing the ATO with incorrect information if you use services listed on your Medicare claims history statement.
What is the importance of ‘receipts presented’ and ‘receipts unpresented’?
The ‘receipts presented’ and ‘receipts unpresented’ totals are shown for tax auditing purposes.
If the receipt has been presented to Medicare (i.e. paid account) the ATO knows that Medicare has kept the original document.
If the receipt has not been presented to Medicare (i.e unpaid account), the ATO may ask the customer to show this for auditing purposes.
Should I keep a copy of my financial year Medicare benefit tax statement?
Yes. You must keep your Medicare benefit tax statement to substantiate your claim if the ATO asks you to.
Medicare’s Online Services only provides tax statements for the current and previous financial years, so it is recommended that you save a copy of it for your files.
IHI
What is an Individual Healthcare Identifier (IHI) number?
An IHI is a unique 16 digit identification number allocated by the Healthcare Identifiers Service (HI Service). If you are enrolled in Medicare or hold a DVA treatment card you are automatically allocated an IHI number. If not, a temporary IHI number may be provided when you next seek health care.
To access your IHI details, log on to your australia.gov.au account and select the Medicare Australia link to access your account. You will be able to view your IHI history and 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 any activity that has taken place using your IHI. Through Medicare’s 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 record (for example name and status changes) and any activity made with your IHI number (for example history viewed and records accessed when someone else accesses your IHI information).
What is an IHI alternate name?
An alternate name can include community names, preferred names and titles. Through Medicare’s Online Services you are able to view, update, remove and add up to nine alternate names to your IHI records.
Other services
What is the difference between a replacement and a duplicate Medicare card?
Requesting a replacement card will result in a new card number being issued and sent to you. You can request a replacement card if your current card is expired, lost, stolen or damaged.
A duplicate card is a copy of your current Medicare card and can be used when more than one family member needs their own card. Duplicate cards can only be requested if there is more than one individual on the Medicare card.
What is the Australian Organ Donor Register (AODR)?
The Australian Organ Donor Register (AODR) was established in November 2000 and is the only national register for organ and/or tissue donation for transplantation. The Donor Register keeps a record of your donation decision and of the organ and tissue you agree to donate.
For more information go to the AODR.
Can I register for the AODR through Medicare’s Online Services?
No. You can only view your current registration details, including a list of all organs and/or tissue you have selected for donation through Online Services
If you want to register for the AODR, go to the Australian Organ Donor Register.
What is the Australian Childhood Immunisation Register (ACIR)?
The Australian Childhood Immunisation Register (ACIR) is a national register administered by Medicare that records details of vaccinations given to children under seven years of age who live in Australia.
Through Medicare’s Online Services you can view, print and save a statement for any children on your card under the age of 14 (records are only kept until they turn seven).
Can I get an ACIR statement posted to me through Medicare’s Online Services?
No. If you would like to have your child’s Immunisation history statement sent to you, you can request it through the Australian Childhood Immunisation page.
The statement available through Medicare’s Online Services can be printed or saved.
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 care provider. A care plan is an action plan which sets out the care to be provided to you by your health care provider.
What is my care plan access history?
You must provide verbal consent to your health care provider so they can view your care plan details. This consent is for a single viewing only and you will need to give consent to your health care provider 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 Medicare’s Online Services and be 18 years of age and older.
Troubleshooting and issues
I have not received my Medicare Online Services password in the mail.
You may not have your current address recorded with Medicare. To check Medicare has your correct address, call 132 011* or visit your local Medicare office.
I have not received my Medicare Online Services password via email.
If you have not received an email with instructions on how to reset your Medicare Online Services password, then Medicare either has no email address recorded for you, or an incorrect email address is listed.
Call Medicare on 132 011* to update your email address.
Once your email address is correctly recorded, you can reset the password online by selecting Forgotten Password from the Online Services menu. A new email will then be sent to you with information on how to reset your Online Services password.
I have received a Medicare Online Services password letter without registering.
If you receive a password for Medicare’s Online Services without registering, it is usually because a family member has registered on your behalf or you have given your Medicare card number out to a company as a form of validating identification.
Some companies use Medicare details provided to them to confirm a person’s identity by registering them for Medicare’s Online Services. This does not give them access to your Medicare details. If you have recently given your Medicare card details to a company you think has used your details in this way, contact the company directly.
If you do not believe that a family member has registered for you, or you have not given your card number out to anyone in the last few weeks, call our Fraud Hotline on 13 15 24*.
In the meantime, if you want to use your password to access our Medicare’s Online Services, you may do so by following the instructions on the letter. If you do not want to use the service, then you can dispose of the letter and your Medicare’s Online Services account will remain inactive.
I am selecting the tick box to agree to the Medicare Online Services Terms & Conditions, but it is not accepting my log on.
If you are agreeing to the Terms & Conditions while logging on, but are unable to proceed, you may have your Javascript turned off.
Javascript is a programming language that is used to make web pages interactive. It runs on your computer and does not require constant downloads from web sites.
1. On the Tools menu, click Internet Options (Options for Firefox), and then click the Security (Content) tab
2. Click the Internet zone (tick Enable JavaScript check box)
3. If you have already customised your Internet security settings, click Default Level. Then proceed to step 4
If you have not yet customised your Internet security settings, follow these steps:
a.Select Custom Level
b. In the Security Settings – Internet Zone dialog box, click Enable for Active Scripting in the Scripting section
4. Select Back (Go back one page) to return to the previous page, and then select Refresh (Reload current page) to run scripts
My Individual Reference Number (IRN) will not appear when entering my details.
If you encounter an issue entering your Individual Reference Number into the appropriate field, this problem is caused by the page loading with an error This can be resolved by exiting and reloading the page.
I am having problems entering my address when logging on to Medicare's Online Services
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*
I am experiencing a 'Session Timeout'
Medicare Online Services has a session time frame in place as a security measure. This is to protect your information from unauthorised access eg. if you are using a computer in a public place like a library and have forgotten to log off. If you have been inactive on a page for more than 10 minutes, a ‘session timeout’ will occur and you will have to log back into Medicare's Online Services.
If you are experiencing a ‘session timeout’, but have been active within the 10 minute time frame or have been unable to log on, you should check the date and time on your computer. The time and date should match the time zone you are in. This is a separate setting to the time displayed.
To check your time zone setting follow the instructions below:
-
- Double click on the clock in the bottom right hand corner of your screen. A screen will appear showing the date and time.
- Click on the tab that says Time Zones.
- 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).
- Select the appropriate time zone.
- Check under the world map, the 'Automatically adjust clock for daylight savings changes' box should be ticked
- Select Apply
- Select the Date & Time tab and check that the date and time are correct, if they are not, manually correct them
- Select Apply and then OK.
- From the toolbar at the top of your screen select Tools > Internet Options (Options for Firefox) > Privacy
- Select Sites (Exceptions for Firefox). The Sites screen will then return in a new window
- Type www.medicareaustralia.gov.au in the Address of website field.
- Select Allow.
- www.medicareaustralia.gov.au will appear in the domain and setting will say Always Allow. If all this information is correct, select OK.
- You will be returned to the internet options window and you must also select OK on this screen. This window will then disappear.
I am unable to update my mailing address through Medicare’s Online Services.
When updating your address details online make sure you:
- enter an address currently held by Australia Post’s Postal Address Files
- select Postal if you are trying to update to a Post Office box address
- enter at least the first three letters of your suburb for the search function to correctly search
If you are meeting the guidelines above and are still unable to update your address it may be because Medicare’s Online Services has introduced new address software and we have been experiencing compatibility issues with some internet browsers. We are working to correct this issue and hope to have a solution soon.
You can also update your address by:
- calling 132 011*
- visiting your local Medicare office
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.
- The account number you have supplied is not valid for the BSB entered. Please check your details and try again.
- The punctuation you have supplied in the Name of account holder field is invalid. The only punctuation to be used 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
The financial institution displayed is not the name of my credit union.
If the name of the financial institution that appears on your confirmation screen is not the name of your Credit Union, it will display the name of an overarching institution instead. For example CUSCAL and Indue are responsible for many different credit unions across Australia Their name will appear on the confirmation screen instead of the individual smaller institution's name.
When you enter your bank account details through Medicare’s Online Services, the system validates the BSB and matches it with the name associated to that number.
For further clarification check your account details with your financial institution.
If you continue to experience problems contact Medicare on 132 011*
Feedback and suggestions
To provide feedback or offer suggestions about Medicare’s Online Services, go to the Feedback page.
If you suspect any unathorised access or fraudulent activity on your Medicare Online Services account, call the Fraud Hotline on 1800 202 011**.
*Call charges apply
**Call charges apply from mobile and pay phones only.
Some documents on this page may require the free Adobe PDF reader.
*Call charges apply
**Call charges apply from mobile and pay phones only.
Some documents on this page may require the free Adobe PDF reader.
Last updated: 30 January, 2012