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Replacing cheque payments at a customer's request 103-04040040

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This procedure is currently under review.

This document outlines the process where a customer may request a replacement cheque if their original cheque was not received, lost or not presented. From 1 January 2016, Services Australia has removed cheques as a payment option for Centrelink payments (except for international customers).

Payment reissue

Cheque payments as a payment option for Centrelink payments ceased from 1 January 2016. Customers will only have had cheque payments made prior to this date. When a customer asks for a replacement payment, if the cheque is over 15 months old, see Cancelled and stale cheques below for more details.

Cancelled and stale cheques

Cheques that have already been cancelled and are returned to Services Australia by a customer must be disposed of securely by shredding or placing in a secure disposal bin.

A stale cheque is a cheque that has not been presented and it has been more than 15 months since its issue date. Stale cheques must be presented at a Service Centre.

All cheques issued via ISIS are now stale. Due to the time passed, the RBA are unable to confirm or deny if any of these cheques have/haven’t been presented.

Some cheques are still issued via the SAP system for reasons ‘ad hoc’ and ‘no other payment avenue’.

Cheques issued via SAP are the only ones that can be processed for payment via a Notice to prepare a Refund Account (SF030).

Treasury Helpdesk

If required, contact the Treasury Helpdesk.

The Resources page contains a link to the Treasury Helpdesk and Finance Quick Guides.

Protection of customer payments