Centrelink Grandparent Adviser: The Dedicated Line for Kinship Carers (1800 245 965)

A Line That Exists Specifically for You

Most kinship carers learn about the Grandparent, Foster and Kinship Carer Advisers line after weeks of navigating the general Centrelink queue. The dedicated number is 1800 245 965 — a freecall line staffed by advisers trained specifically in non-parent carer claims.

This is not just another Centrelink phone number. The advisers on this line understand kinship care arrangements, know which payments apply to grandparents and relatives, and can schedule specialist appointments that the general queue cannot.

What the Advisers Can Do

Identify which payments you may qualify for. The adviser can assess your situation — your income, the child's age, and your care arrangement — and help identify relevant claims. These include FTB Part A and B, the Additional Child Care Subsidy (Grandparent), the Foster Child Health Care Card, and income support payments.

Schedule a specialist appointment. The advisers can book you a face-to-face or phone appointment with a Centrelink social worker or specialist officer. These appointments are longer than a standard interaction and are designed to handle complex non-parent carer claims.

Help verify care evidence. Advisers can assist with checking the care evidence you may need for a non-parent carer claim.

Help with disputed care situations. If the child's parent is still receiving FTB and your claim triggers a care assessment, ask the adviser what evidence Services Australia needs and how the assessment works.

Connect you to social work referrals. Centrelink social workers provide crisis support, referral to community services, and assessment for urgent payments. If you are in financial hardship because the child arrived suddenly, the adviser can connect you.

When to Call

Before lodging your first claim — to make sure you claim the right payments in the right order. Lodging the wrong claim first can create processing delays.

When a claim stalls — if you have been waiting weeks with no update, the adviser can check the status and push it along.

When you receive a decision you do not understand — the adviser can explain what a letter means and whether you should request a review.

When your care arrangement changes — if the child's care percentage shifts, if DFFH becomes involved, or if the parent takes the child back temporarily, the adviser can tell you what to report and how it affects your payments.

How to Make the Call Count

Before you dial, have these ready:

• Your Centrelink Reference Number (CRN) — or the child's CRN if you have it
• The child's date of birth
• A brief summary of the care arrangement (when the child moved in, why, whether the parent is involved)
• Any claim reference numbers for pending claims

The line operates Monday to Friday, 8:30 am to 4:30 pm. Wait times vary, but calling early in the morning or mid-afternoon typically has shorter queues than late morning.

Write down the name of the adviser and any reference numbers they give you. If you need to call back, having the previous adviser's details avoids repeating your story from scratch.

The Line Is Free and Confidential

1800 245 965 is a freecall from Australian landlines and most mobiles. During care assessments, Services Australia protects and withholds your residential address and personal contact details from the child's biological parents. Ask what other information may be shared in your situation.

The Victoria Kinship Carer Support guide includes a phone script and preparation checklist for the Grandparent Advisers call, alongside the step-by-step claim process for every Centrelink payment.

See more Victoria guides →