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

The business must have the appropriate customer authority.

Note: Business Hub and Centrelink Business Online Services (CBOS) does not 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 for businesses team 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

If the business is registered for:

• Business Hub and has migrated from CBOS, go to Step 3
• CBOS and has not yet migrated to Business Hub (or who are private landlords, international users and non-ABN users), go to Step 5

Note: Service Officers can view Business Hub security roles via Process Direct. > Business Hub Access Management tile.

The business user must have the Access Manager role to update roles for their personnel.

Does the business have the required access levels and roles within Business Hub to manage Centrepay deductions online?

• Yes, go to Step 4
• No:
• each person at the organisation is required to create a Provider Digital Access (PRODA) account and obtain a Registration Authority (RA) number. The organisation’s Business Hub Access Manager can give access to their staff for the organisation record in Business Hub once they have an RA number. See Managing personnel and updating details in Business Hub
• if the business does not have the access level to start new Centrepay deductions electronically, go to Step 7

Before using the service for the first time, the business can refer to the Business Hub User guide for:

• Deductions and Payments services
• Centrelink payment and deduction reports
• Deductions Bulk Upload Service (DBUS)

These user guides are available in the Business Hub digital assistant.

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 for businesses team.

Procedure ends here.

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

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

• Yes, go to Step 6
• 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 7
• 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 6
• business does not have the access level to start new Centrepay deductions electronically, go to Step 7

Before using DAPA or DBUS for the first time, the business can refer to the CBOS user guide for:

• Deductions and Payments Application (DAPA)
• Centrelink payment and deduction reports
• Deductions Bulk Upload Service (DBUS)

These user guides are available in the Help section of CBOS.

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 assistance in using these services, support is available from the National Business Gateway (NBG) - Centrepay for businesses team.

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.

Procedure ends here.

If the business is registered for:

• Business Hub and has migrated from CBOS, go to Step 2
• CBOS and has not yet migrated to Business Hub (or who are private landlords, international users and non-ABN users), go to Step 3

Note: Service Officers can view Business Hub security roles via Process Direct. > Business Hub Access Management tile to confirm access.

Does the business have access to the Deductions and Payments service or Deductions Bulk Upload Service (DBUS) within Business Hub?

• Yes, advise the business to process the cancellation via the:
• Deductions and Payments service, or
• Deductions Bulk Upload Service via Reports and File Exchange
• No, access can be granted via Process Direct > Business Hub Access management

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

• Yes, advise the business to process the cancellation via DAPA or DBUS
• No, the business 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 4

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.

Procedure ends here.

An error may be returned when a business attempts to use the Deductions and Payments service or DBUS to start, change, or cancel a Centrepay deduction.

The Deductions and Payments service and DBUS user guides contain a list of all known errors. See Business Hub user guides and CBOS user guides.

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

Does the business have a service reason of 'CRT' with one of the above errors returned?

• Yes, go to Step 3
• No, the business must follow the Business Hub user guide or CBOS user guide instructions for the error code for:
• Deductions and Payments service, and
• DBUS
• procedure ends here

The business should contact the National Business Gateway (NBG) - Centrepay for businesses team 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

Code the deduction on behalf of the business. For processing details, see Starting, changing and cancelling a Centrepay deduction at the request of a customer.

Go to Step 5.

Add the following text to the Fast Note:

‘[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] a deduction, NBG have manually coded this deduction on behalf of the business.’

Procedure ends here.