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

The business must have the appropriate customer authority.

Note: Centrelink Business Online Services (CBOS) doesn’t provide the option to suspend a customer's Centrepay deduction. A Centrepay business should request the customer to make the changes via their Centrelink online account. Where this is not possible, the business can contact the National Business Gateway Centrepay Helpdesk to suspend customer Centrepay deductions.

To code a suspension, see Starting, changing and cancelling a Centrepay deduction at the request of a customer.

Does the business have the appropriate customer authority?

• Yes, go to Step 2
• No, the business will need to obtain a customer deduction authority before a new Centrepay deduction can be started or increased. Procedure ends here

Does the business have the required access levels and roles within Registration and Access Management for Business (RAMB) to manage Centrepay deductions online? See Resources for a link to RAMB.

Note: a business can have restricted access levels. This can be viewed by accessing the Contracts and Agreements Summary page in Customer First and selecting View Deduction Validation Summary, under the heading Contract/Agreement Summary. Then select the Customised Centrepay Online Services Access Rules for the TPO.

• Yes, go to Step 3
• No:
• If the business does not have the required RAMB roles, it will need to complete the Business Online Services User Details (SA445) form to add the Deductions and Payments Application (DAPA) update or Deductions Bulk Upload Service (DBUS) roles, go to Step 4
• If the staff member already has access to a Centrepay service via CBOS, access to additional Centrepay roles can be granted over the phone, go to Step 3
• If the business does not have the access level to start new Centrepay deductions electronically, go to Step 4

The business should read the appropriate User Guides before using DAPA or DBUS for the first time.

Note: customer consent will need to be kept for a period of 2 years after the deduction has ceased.

If the business has questions or requires help in using these services, support is available from the National Business Gateway (NBG) Centrepay helpdesk.

Procedure ends here.

The business should advise the customer to manage the Centrepay deduction using the self service options. If the customer does not have access to self-service they can contact Services Australia.

See Resources for a link to contact information.

Does the business have access to Deduction and Payments Application (DAPA) or Centrepay Bulk Upload Service (DBUS) within Centrelink Business Online Services (CBOS)?

• Yes, advise the business to process the cancellation via DAPA or DBUS
• No, it will need to complete the Business Online Services User Details (SA445) form to add the DAPA update or DBUS roles.
  Note: if the staff member already has access to a Centrepay CBOS service, access can be granted to additional Centrepay roles over the phone, otherwise go to Step 2

The business should request the customer to cancel the deduction using the self-service options. If the customer does not have access to self service they can contact Services Australia.

See Resources for a link to contact information.

An error may be returned when a business attempts to use DAPA or DBUS to start, change, or cancel a Centrepay deduction.

The DAPA and DBUS User Guides contain a list of all known errors.

Does the business have a service reason of 'CRT', and one of the following errors is returned?

E097AX, E114PI, E076PI, E194PI, E196PI, E251PI, E259PI, E277PI, E709PI or an error is encountered due to the customer having a restricted access record.

• Yes, go to Step 3
• No, the business will need to follow the instructions for the error code, available in the DAPA and DBUS User Guides. Procedure ends here

The business should contact the National Business Gateway (NBG) Centrepay helpdesk to discuss the error.

Does the business, have the appropriate authorisation from the customer to code the Centrepay deduction request?

• Yes, go to Step 4
• No, the business must have the customer's consent before they attempt to start or increase the deduction. Procedure ends here

The deduction is to be coded on behalf of the business. For processing details, see Starting, changing and cancelling a Centrepay deduction at the request of a customer.

The following annotation is to be added to the DOC:

[Name] from [business 555] contacted to advise they are unable to use [DAPA/DBUS] to [start/change/cancel] a Centrepay deduction on behalf of [customer name]. Upon investigation this is due to the customer (requiring a manual assessment/being a restricted access customer). The Court has confirmed they have recorded the customer's consent to commence deductions and this is stored with the business. To avoid delays in [starting/changing/cancelling] this deduction NBG have manually coded this deduction on behalf of the business.