Setting Up Your ACT Digital Account for a Rates Rebate Application
Why You Need an ACT Digital Account
The ACT Revenue Office runs rates concession applications through its online portal, and that portal requires an ACT Digital Account verified to Level 2 (Identity Proven). This isn't optional — it's the primary application channel for both the pensioner rates rebate and the rates deferral scheme.
For pensioners who are comfortable with online banking, the process is straightforward. For those who aren't, it's the single biggest friction point in the entire application.
Step-by-Step Account Setup
1. Go to the ACT Digital Account registration page. You'll find it through the Access Canberra website or directly via the ACT Government's online services portal.
2. Create a basic account. Enter your email address, create a password, and verify your email. A basic account alone is not enough for a rates application.
3. Verify your identity to Level 2. Complete the ACT Digital Account's current identity-verification steps until the account reaches Level 2 (Identity Proven). Follow the document options shown in the service rather than relying on a fixed document combination.
If online identity verification fails, contact Access Canberra to ask about the options available for your account.
4. Log into the ACT Revenue Office rates portal. Once your Digital Account is verified, navigate to the concession application. You'll need your 10-digit Rates Account Number (from your most recent rates notice) and your concession card details (Centrelink CRN or DVA file number).
Common Problems and How to Solve Them
"My identity verification keeps failing." A mismatch between the name on your ID and your official records can complicate verification. Check that your details are consistent; if verification still fails, contact Access Canberra to ask about the options available.
"I don't have the identity documents shown in the online service." Contact Access Canberra to ask what options are currently available for completing identity verification.
"My spouse/child set up the account for me." The eligible property owner needs to authenticate their own account. Do not share login credentials. A family member with formal authority should follow the ACT Revenue Office's representative process rather than submit through a shared login.
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If Online Isn't an Option
Paper application forms are still available. You can request the pensioner rates rebate form or the Rates Deferral (Aged) Application Form from:
- Access Canberra service centres in person
- The ACT Revenue Office customer service line: (02) 6207 0028
- COTA ACT (Council on the Ageing), which provides free assistance to older residents navigating government services: (02) 6282 3777
Paper forms are an alternative if you cannot access digital services; ask the ACT Revenue Office or Access Canberra how to lodge the completed form.
The ACT Rates Rebate and Deferral Guide includes a detailed walkthrough of the Digital Account setup with screenshots of each stage, plus a checklist of everything to have ready before you start.
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