Starting, changing or cancelling a Centrepay deduction at the request of a business 103-09010080

A business can start a new deduction via Business Hub and Centrelink Business Online Services (CBOS) for businesses that are private landlords, international users, non-ABN users or users that are yet to transition to Business Hub. It will need customer authorisation and the required access levels. This is the preferred method.

A business may change a current Centrepay deduction via Business Hub and Centrelink Business Online Services (CBOS) for businesses that are private landlords, international users, non-ABN users or users that are yet to transition to Business Hub. The business will need customer authorisation to increase the deduction or target amount and the required access levels. This is the preferred method.

A business cannot use Business Hub or CBOS to suspend a deduction or change a deduction that is currently suspended. A business submits these requests by calling the National Business Gateway (NBG) - Centrepay for businesses team, provided the change is not for an increase.

A business may request a Centrepay deduction via Business Hub and Centrelink Business Online Services (CBOS) for businesses that are private landlords, international users, non-ABN users or users that are yet to transition to Business Hub. This is the preferred method.

A business must request a Centrepay deduction be cancelled within 3 business days of becoming aware a customer is no longer receiving any goods or services provided by the business.

A customer may be put into hardship if a Centrepay deduction is not cancelled when requested. Service Officers should use their discretion to prevent hardship or overpayments.

Business Hub is a secure online service for registered businesses and third-party organisations (TPOs). Users can log on and connect to a range of services offered by the agency.

The Business Hub online portal lets a business give their staff (personnel) access to approved services and functions. The Access Manager for the business handles this.

See Managing personnel and updating details in Business Hub.

As CBOS uses legacy technology, services within CBOS are being migrated into Business Hub. Over time, Business Hub will replace CBOS. CBOS will stay active until all services have migrated to Business Hub. Centrepay business that are private landlords, international users, non-ABN users or users that are yet to transition to Business Hub will use CBOS.

Most businesses can start, change, or cancel a Centrepay deduction electronically by using these services in Business Hub and CBOS:

• Deductions and Payments service with the appropriate customer deduction authority:
• enables approved Centrepay businesses to add, change or cancel Centrepay deductions one at a time, and
• allows a Centrepay business to view current and future Centrepay deductions, as well as a recent history of payments made on behalf of Centrepay customers
• Deductions Bulk Upload Service (DBUS):
• with the appropriate customer deduction authority, enables approved Centrepay businesses to submit a bulk file of multiple customer requests, to add, change or cancel Centrepay deductions. The DBUS file is submitted via the Organisational Online Mail (OOM) System in CBOS or Reports and File Exchange in Business Hub, the same portal through which deduction reports are delivered. The submitted file must meet specifications to pass validation checks before the changes are applied to the customer record
• for a business to manage customer Centrepay deductions, the business must have the correct Deductions and Payments or DBUS roles applied in the Registration and Access Management for Business (RAMB) application or Business Hub Access Management application

Centrepay deductions can only be made from an eligible Centrelink administered payment.

There are also deduction rules and limitations that mean a request cannot be processed.

If a Service Officer is having difficulties coding a Centrepay deduction request, contact the National Business Gateway - Centrepay for businesses team who will advise the Service Officer:

• of the identified issue and workaround, or
• if the issue is to be referred to ICT for investigation

A customer must be referred to the relevant State/Territory government housing authority if they wish to:

• start a new Rent Deduction Scheme (RDS) deduction, or
• vary a current Rent Deduction Scheme (RDS) deduction.

Cancellation requests can be actioned by Service Officers in smart centres or service centres by manual processing via the Payment Instruction Deduction Detail (PIDD) screen. State/territory government housing deductions cannot be cancelled by the Centrepay guided procedure. See Terminating a Rent Deduction Scheme (RDS) deduction.

A deduction authority is the consent and instructions from a customer or the customer's representative.

Customer consent is required before a Centrepay deduction can be started or increased. A deduction authority can be captured in writing, verbally, or online. All deduction authorities must include the minimum requirements as specified in the Centrepay Procedural Guide for Businesses. See the Resources page for a link to the Centrepay Procedural Guide for Businesses.

On receipt of a deduction authority, the Centrepay business must process the deduction within 3 business days of receiving consent from a customer.

Centrepay businesses must keep a copy of a customer’s deduction authority for a period of 2 years after the deduction has ceased. It must be securely stored in a manner that can be audited by Services Australia, if required.