What to expect when you call Access Canberra
This is a visual story that explains what what to expect when you call Access Canberra.
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Before you call
Check if you need to call
There are lots of things you can do online instead of calling us.
- Check the Access Canberra website
- Check other ACT Government websites like act.gov.au or the ACT Revenue Office
Get your information ready
- If you're calling about car registration, have your drivers’ licence and vehicle registration (car numberplate) ready
- If you're making a payment, have your credit or debit card ready
- If you are reporting something, try to give us plenty of details
Calling Access Canberra
When you're ready, call us on 13 22 81
You can call us:
- Monday to Friday 8 am to 6 pm
- Weekends and public holidays 9 am to 5 pm
You can call us at any time (day or night) if you need to report something serious about public safety. If there's an emergency, call 000.
What you need to know when you call us
We get more than 1000 calls every day. When we are busy, you might have to wait before someone answers. While you wait you will hear other messages play.
Most of the time, you will have to wait about 5 minutes. The busiest times are around 9 am and 4:30 pm.
If you call outside of those times, you might not have to wait as long.
We know that waiting can be hard. Our staff want to help you. Our team does not accept rude behaviour. If you are rude or abusive to us on the phone, we might hang up.
Choosing and option
You will hear a voice that will tell you a list of options and which numbers to press to choose each option.
Listen to the options and press the number that best matches why you are calling.
See a list of options and the numbers to press.
Press 1 to report something
Then press:
1 for Urgent public safety
2 for Work health and safety issues
3 for Road issues
4 for Fix My Street
5 to Submit feedback or make a complaint
Press 2 for Vehicle registration and licensing
Then press:
1 to Renew your registration
2 for Infringement enquiries and applications
3 for Licence enquiries
4 for Registration enquiries
5 for Vehicle inspection bookings
6 for Other licence and registration enquiries
Press 3 for Applications and enquiries
Then press:
1 for Births, Deaths and Marriages
2 for Working with Vulnerable People
3 for Domestic Animal Services
4 for Rental Bonds
5 for Construction industry ad related licences
6 for Business and industry licensing
7 for Land titles
8 for All other applications
Just press:
4 to Pay an ACT Government account or invoice such as rates or land tax
5 to Connect to a specific ACT Government employee that you know by name
6 for Everything else
Talking to our staff
Our main call team are local to Canberra. We have diverse backgrounds (age, culture, interests, identity etc). When someone answers your call, it will be a real person from our team.
Some things to know:
- We might ask you for personal information like your name and date of birth so we can check that you are who you say you are.
- We might transfer your call to someone else from ACT government.
- If you report something, we will give you a reference number. You can use the reference number to check on the progress of your report later.
- We will ask you if you need help with anything else before we end the call.
If you need extra help to talk to us
Someone else can call us for you, but you need to be with them so we can check that you agree to share your personal information.
If you need a translator or interpreter:
- Call the Translating and Interpreter Service (TIS) on 13 14 50
- Ask TIS to connect you to Access Canberra phone 13 22 81.
Listen to what happens when you call Access Canberra
You can listen to an example of a person making a phonecall to Access Canberra or read a transcript.
Access Canberra IVR Menu: Thank you for calling Access Canberra. Remember, you can also visit the Access Canberra website at accesscanberra.act.gov.au to complete most transactions online. We thank you for your patience and we'll be with you as soon as possible.
Press 1 to report or follow up on a report such as urgent public safety issues, work health and safety, noise and air pollution, or any other complaints. Dog attacks, injured wildlife, needles and syringes. Fix my street or bin collections,
Press 2 for transport such as vehicle registrations, inspections, driver's licences, number plates and infringements.
Press 3 for births, deaths and marriages.
[The caller presses 2]
Press 1 to renew your registration.
Press 2 for infringement enquiries and applications.
Press 3 for licence enquiries,
Press 4 for registration enquiries.
[The caller presses 4 and the phone rings]
Access Canberra: Access Canberra, you're speaking with Hayley.
Caller: Hi Hayley. I've just bought a new car and I'm just hoping to find out how to register it.
Access Canberra: Perfect. Yeah, I can assist you with that one. So it was a new car. Did you purchase that one from a dealership?
Caller: Yes, brand new from a dealership.
Access Canberra: Awesome. So that one won't require any inspections on the vehicle. So that's good; and are you an ACT driver's licence holder?
Caller: I am.
Access Canberra: Awesome. With your purchase from the dealership, did you obtain any contracts of sale or sales documents?
Caller: Yes, yeah, I have a contract of sale here.
Access Canberra: Yep, awesome. So you will have to attend an Access Canberra Service Centre for this transaction. You'll have to bring along with you your ACT driver's licence as well as your proof of purchase. And then we'll be able to establish ACT registration on that vehicle.
Caller: OK, great. Will they just give me the number plates there in the service centre?
Access Canberra: Yeah, exactly right. Yeah.
Caller: Awesome. I live in Woden. Is there a service centre close by to me at all?
Access Canberra: Yes, of course. So we do have our Access Canberra service Centre in Woden, so that one is at number 3 Cosmopolitan centre on Bowes Street.
Caller: Fantastic. Alright awesome I'll come down this afternoon. Thanks very much for all the info.
Access Canberra: Not a problem. Is there anything else I can help you with today?
Caller: No, that's all. Thank you very much.
Access Canberra: OK. You're welcome. Bye.
Caller: Bye.