Starting, changing and cancelling a Centrepay deduction at the request of a customer 103-09030030

This document outlines the steps to be taken for all customers, including those on Income Management (IM) or enhanced Income Management (enhanced IM), when a customer makes a request to start, change (including suspend) or cancel a Centrepay deduction.

Process Direct

On this page:

Starting a Centrepay deduction using the Centrepay Workflow

Manually starting a new Centrepay deduction

Assessment of request to change or suspend a Centrepay deduction

Changing or suspending a Centrepay deduction

Cancelling a Centrepay deduction

Starting a Centrepay deduction using the Centrepay Workflow

Table 1

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Step	Action
1	Starting a Centrepay deduction Where appropriate, refer customers to their Centrelink online account or Express Plus Centrelink mobile app to perform this task. The exception is for court fines or court infringements or to pay a private landlord (PRD). Customers requesting to start a Centrepay deduction for a court fine or court infringement (excluding for Department of Justice Tasmania (Monetary Penalties Enforcement Services)) must contact the relevant court administration office to start a new deduction. For deductions to the Department of Justice Tasmania (Monetary Penalties Enforcement Services), customers must provide an 8 digit account code that starts with the number '1' or '2'. If the customer cannot provide this number, they must contact the Department of Justice (Monetary Penalties Enforcement Services) in Tasmania to obtain it. If a customer is income managed and requests to set up a Centrepay deduction, talk to the customer to help them decide whether it may be more appropriate for the expense to be paid from income managed funds. To check if a customer is income managed, in Process Direct: Go to the Benefit Status line: INM will show before their payment type if they are on IM EIM will show before their payment type if they are on enhanced IM Is the customer income managed? Yes, go to Step 2 No, go to Step 3
2	Customer is income managed Different discussions are required depending on whether the customer is on IM or enhanced IM. IM customer If the customer is on IM and the Service Officer is: not trained in IM, transfer the call to the IM BasicsCard general enquiry line as a discussion on priority needs is required. Procedure ends here is trained in IM, assess the request and determine if it may be more appropriate for the expense to be paid from income managed funds, and: conduct a priority needs discussion with the customer. Deduction requests for a priority need such as accommodation should be set up as an Income Management (IM) expense where possible. Determine with the customer if a request for a non-priority need may be more appropriately paid from IM funds ensure the customer understands Centrepay deductions will reduce the customer's discretionary funds. Document the outcome of this conversation on the customer's record. See Determining a person's priority needs for Income Management for more information Does the customer want to pay the deduction from IM funds? Yes, see Coding Income Management expenses No, go to Step 3 Enhanced IM customer Centrepay deductions for customers on enhanced IM are taken from their income managed funds before they are deposited into the customer’s enhanced IM account. The Centrepay deduction will not impact funds that are not income managed unless the deduction exceeds the amount of income managed funds available. Does the customer want to continue to set up a Centrepay deduction? Yes, go to Step 3 No, refer the customer to the SmartCard eIM hotline to discuss other payment options
3	Reason for request Note: if a cancelled payment is restored, make genuine attempts to contact the customer (if they are not on the phone or in attendance), to confirm that any previous Centrepay deductions should recommence. For customers who: have a nominee, go to Step 4 have made a request to start a deduction by phone or in person (where no current nominee exists), go to Step 6 have transferred to another income support payment and their Centrepay deduction instructions did not transfer across, go to Step 8 want to change the order of their Centrepay deductions, go to Step 9
4	Check nominee status Enter NOLS into the Super Key. From the Nominee Link Summary (NOLS) screen, select the nominee. If an involuntary nominee arrangement exists, the Reason for arrangement will show as: Court appointed, or Involuntary power of attorney Does the customer have an involuntary nominee arrangement? Yes, and the request was made by the: customer, go to Step 5 nominee, go to Step 6 No, go to Step 6
5	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement and is making the request in person or over the phone, the Centrepay deduction can only be coded with the nominee's permission. If the nominee: approved the Centrepay deduction, go to Step 6 has not approved the Centrepay deduction, contact the nominee (by phone) to obtain approval to start the Centrepay deduction. Ensure the customer is present or remains on the phone while the contact attempt is made to the nominee Contact details can be found in the nominee's record. If the nominee is an: individual: go to the Telephone Details (TDS) screen > Telephone Summary table organisation: Organisation contact details can only be accessed in Customer First (see Customer First subtab), Go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number If contact with nominee was successful Has the nominee approved the Centrepay deduction? Yes, go to Step 6 No: Tell the customer the request has not been approved by the nominee Record details of the contact in a Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here If contact with nominee was unsuccessful Tell the customer: contact with the nominee was unsuccessful and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact in a Note. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
6	Guidelines and deduction limitations Check if the deduction request meets the required guidelines. See deduction rules and limitations. Is the request within the guidelines? Yes, go to Step 8 No, go to Step 7
7	Request not within guidelines and deduction limitations Tell the customer or nominee their request cannot be completed as it does not meet current guidelines. Ask the customer or nominee if they wish to change their request to meet the guidelines. Does the customer or nominee wish to change the request? Yes, go to Step 8 No: Record details in a Note Procedure ends here
8	Checks required before starting a Centrepay deduction Centrepay is a voluntary bill-paying service that is free for Centrelink customers. Most Centrepay approved businesses are charged a transaction fee for each deduction they receive. Under no circumstances is the transaction fee to be passed on to the customer or added to the deduction amount. Before adding a Centrepay deduction, check: Is the customer receiving an eligible Centrelink administered payment? If the customer is not currently receiving a benefit or is receiving a Centrelink administered payment that is not eligible for Centrepay, add a Fast Note to the customer record to advise the Centrepay deduction was unable to be coded Has the customer transferred to another income support payment? Check the Payment Instruction History (PIHS) screen in Customer First and review payment instructions for the previous income support payment and ensure they transferred across to the current income support payment Check the Document List (DL) for a DOA Fast Note or other Fast Note that might contain important information in relation to the coding of the deduction Centrepay deductions should be coded to payments with a status of current (including current zero rate (CZR)), CNP-OIS or suspended, regardless of if the customer has sufficient net funds available to cover the deduction amount: If it is evident the customer's rate of payment will not change in the near future, for example an extended non-payment period or Income Maintenance period, advise the customer the deduction is unable to be coded while a period of non-payment is in place. Procedure ends here Has the deduction already been processed? Enter PINS into the Super Key to check the Payment Instruction Summary (PINS) screen to ensure the deduction is not already in place. If it is in place and changes are requires, see Table 4 Does the customer have any other current deductions in place? If yes, review the current deductions in place and confirm with the customer that all ongoing deductions are correct Is the deduction for court fines or infringement notices? Under no circumstances should a Service Officer start a new Centrepay deduction for court fines (CRT) or court infringements (CTI), unless the court fine or court infringements is for the Department of Justice Tasmania (Monetary Penalties Enforcement Services). For all states and territories except Tasmania, advise the customer to contact the relevant Court Administration Office to start a new deduction Is the customer on weekly payments? If the customer is on the new weekly payment model, Centrepay deductions should be coded as normal Under the weekly legacy model, the deduction should only be processed before the customer's payment strip time in the first week of their fortnightly entitlement period. This ensures the customer receives the same amount of net payment in each week of that entitlement period. The deduction will still deliver fortnightly. See the Resources page for an example If the deduction is for rent, check there is not a current rent deduction in place. If there is, consider cancelling this deduction under duty of care prior to coding a new deduction. Note: if the new deduction request is for temporary or crisis accommodation, cancellation of the existing deduction is not required. See the Resources page for a link to approved Centrepay service reasons. When determining whether the existing rent deduction is to be cancelled, consider the following: Check the PINS screen as Government housing deductions will not display in the guided procedure Is the new deduction request for regular fortnightly payments? Is the existing deduction and the new deduction request for similar market value amounts? Does either the new deduction request or the existing deduction have a target amount? If so, that deduction may be for paying off rental arrears or a specific period of accommodation and both deductions may therefore be required Does the new deduction request match the customer's current living arrangements? Note: checking the Accommodation History (ACS) screen may help in determining this If clarification is required, discuss with the customer to confirm which deductions are required. A decision should be made based on the above factors. Record a DOC detailing reasons for the decision If the deduction is for rent or utilities, remind the customer if setting up a Centrepay deduction for services related to their current address that it is important they cancel any deductions relating to their old address when they move. Explain to the customer if they do not cancel these deductions they may make an overpayment to the Centrepay business. Service Officers should discuss with the customer the benefits of self service options via online or via the Express Plus Centrelink mobile app. If the customer is unable to use self service options, action the customer’s requests Customers living at an address where they are not the account holder or the utility is not in their name are still able to start a Centrepay deduction for a utility service if they are using it as a resident of that address Once the checks are complete, a deduction can be coded. Go to Step 9.
9	Starting a new deduction To start a new deduction Key START into the Super Key Select the Centrepay deductions workflow Select Add On the Add deduction screen: Contact method By Phone or In person Select Next Search using the Organisation Name or the Business' Customer Reference Number If assistance is required, see Advanced Organisation Search tool Select the Organisation and select Next Due to changes to Centrepay effective of 3 November 2025, some service reasons are no longer approved for Centrepay and have been removed. There are also some service reasons which will transition to removal from 1 November 2026. Where a service reason is being removed from 1 November 2026, and staff try and add or increase a deduction for a related business, a warning will appear. ‘DO NOT ADD or INCREASE DEDUCTIONS TO THIS BUSINESS. Under the new terms of Use and policy for businesses, this business in transitioning to removal from Centrepay. Centrepay deductions can still be cancelled, suspended or varied down’. If this warning appears: Do not add or increase a Centrepay deduction Tell the customer: the business/service reason will be removed from Centrepay from 1 November 2026 they cannot add or increase deductions they can still use the service; however, they will need to contact the business to discuss other payment methods Procedure ends here If the warning does not appear, continue with the workflow. On the Add Centrepay deductions detail screen, add: Customer account number: (if required) Benefit group (for example, Newstart/Pensions) Payment type will default to Regular Start date: use calendar to enter date as nominated by customer End date: use calendar to enter date as nominated by customer (if required) Instruction amount: Dollar ($) or Percent (%) Instruction amount(s): enter amount (per fortnight) Exclude from letter: No Select Save Add Receipt date, Channel and Service Reason (for example, DSP, JSP) Select Assess to continue with the workflow Address any error or warnings on SWE and select Assess again Go to the Entitlement (ELD) and finalise the activity If an error appears ‘Target amount is mandatory for this organisation’ Target Amount field - $ value must be added For more information about the mandatory conditions for each service reason and recording end date/target amount, see Recording an end date or target amount on a Centrepay deduction If the Centrepay workflow is unavailable, try the Guided Procedure (see Customer First subtab). If both are unavailable, see Table 2 for manual coding. If the customer has requested a Centrepay deduction for an accommodation provider, check if the customer needs to notify of any changes to their address and/or accommodation details. See Recording accommodation details. Note: the Payment Type field identifies the type of payment from which the deduction is to be taken. Regular (REG) should be chosen for coding all Centrepay deductions. If the customer wishes to make a One Time Deduction, code a target amount equal to the deduction amount. Do not use the One Time Payment (OTP) option when coding a Centrepay deduction that only needs to pay once. If the customer has multiple Centrepay deductions and they wish to change the order in which the deductions are paid, go to Step 10 Procedure ends here.
10	Changing the order for Centrepay deductions Centrepay deductions will be made in the order they are set up, however customers have the option of changing the order in which their Centrepay deductions are made. See Table 2 > Step 2 to change the order of the deductions. Procedure ends here.

Manually starting a new Centrepay deduction

Table 2: this table describes how to process a new Centrepay deduction in Process Direct when the Centrepay workflow is unavailable.

Note: the Centrepay guided procedure or Centrepay workflow must be used when available.

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Step	Action
1	Manually code Centrepay via Payment Instruction Summary (PINS) screen Note: if a cancelled payment is restored, make genuine attempts to contact the customer (if they are not on the phone or in attendance), to confirm that any previous Centrepay deductions should recommence. In the customer's record: Key PINS into the Super Key Select Add Search using the Organisation Name or the Business' Customer Reference Number If assistance is required, see Advanced Organisation Search tool Select the Organisation and select Next If the business is registered for multiple service reasons (for example, gas & electricity) – use the Select deduction type to select the correct type and select Next. Due to changes to Centrepay effective of 3 November 2025, some service reasons are no longer approved for Centrepay and have been removed. There are also some service reasons which will transition to removal from 1 November 2026. Where a service reason is being removed from 1 November 2026, and staff try and add or increase a deduction for a related business, a warning will appear. ‘DO NOT ADD or INCREASE DEDUCTIONS TO THIS BUSINESS. Under the new terms of Use and policy for businesses, this business in transitioning to removal from Centrepay. Centrepay deductions can still be cancelled, suspended or varied down’. If this warning appears: Do not add or increase a Centrepay deduction Tell the customer: the business/service reason will be removed from Centrepay 1 November 2026 they cannot add or increase deductions they can still use the service; however, they will need to contact the business to discuss other payment methods If this warning does not appear: On the Add deduction screen, complete the Direct deduction fields: Benefit group (for example, Pensions, Newstart) Payment type will default to Reg - Regular Start date: Use the calendar to add date as nominate by the customer End date: Use the calendar to add date as nominate by the customer (if required) Instruction amount type: select either Dollar $ or Percent % Instruction amount: enter amount Target amount: enter a target amount (if applicable) If the customer requires a deduction that only happens once, it needs to be coded as 'REG' with a target amount of the same value as the deduction amount Customer account number: enter customer’s account number Billing number: enter customer’s billing number (only applicable for some organisations/deduction types) If an error Target amount is mandatory for this organisation appears, the Target Amount field must have a $ value added. See Recording an end date or target amount on a Centrepay deduction. Select Save Add Receipt date, Channel and Service Reason (for example, DSP, JSP) Does the customer have multiple Centrepay deductions and wish to change the order the deductions are paid? Yes, go to Step 2 No, go to Step 3 to finalise the transaction
2	Deduction Priority/Override (PIPO) screen Use this screen to change the order in which the customer's deductions are paid. Note: mandatory deductions will be made before voluntary deductions. To change the deduction order: Enter PIPO into the Super Key On the Deduction priority override (PIPO) screen Select the benefit group Select the relevant deduction and use the Priority up and Priority down buttons to change the priority number (order) Go to Step 3 to finalise the transaction
3	Finalise the transaction To finalise the transaction in Process Direct: While inside the transaction, select Assess address any errors or warnings on SWE and select Assess again go to the Entitlement (ELD) add text to the Finalisation Note. Example - added a new Centrepay deduction for (organisation, deduction type and amount per fortnight). Include any additional information for example, target amount, change to priority order Select Finalise Remind the customer if setting up a Centrepay deduction for rent or and utilities relating to their current address, that it is important they cancel any deductions relating to their old address when they move. Explain that if they do not cancel these deductions, they may overpay the Centrepay business/es. Provide customer with information on self service options, to manage their Centrepay deductions via online or via the Express Plus Centrelink mobile app. If the customer is unable to use self service options, action the customer's request. Procedure ends here.

Assessment of request to change or suspend a Centrepay deduction

Table 3

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Step	Action
1	Customer requests to change or suspend their deduction including temporary changes of deductions Service Officers may process requests to change or suspend existing deductions by running the Centrepay workflow. If the Centrepay workflow is unavailable, try the guided procedure see Customer First subtab. If both are unavailable, manual coding is to be used. Note: when a customer is requesting to change or suspend any existing Centrepay deductions, take the opportunity to review the customer’s current deductions (specifically deductions that are not part of the request) to ensure that all current deductions are correct. If an Income Management customer requests to vary or suspend a Centrepay deduction, discuss the reason for the request and ensure their priority needs will continue to be met. The discussion will also determine if it may be more appropriate for the expense to be paid from income managed funds. For more information, see Coding Income Management expenses. If an enhanced IM customer requests to vary or suspend a Centrepay deduction, Service Officers trained in Centrepay can action this request. However, if the customer has any enhanced IM SmartCard or account enquiries, transfer the customer to the SmartCard eIM hotline. Tell the customer: the minimum fortnightly payment amount for Centrepay deductions is $10.00. However, there are some Centrepay Businesses that specify a higher minimum fortnightly payment. Contact the relevant business if the customer is unsure of the minimum fortnightly amount required a deduction may be temporarily changed for a maximum of 13 weeks and up to 12 months into the future If the customer: has a nominee, go to Step 2 does not have a nominee, go to Step 4
2	Check nominee status Enter NOLS into the Super Key The Nominee Link Summary will show current nominee arrangements If an involuntary (court appointed) nominee exists, the reason for arrangement will show as: Court appointed or Involuntary power of attorney Does the customer have a court appointed nominee? Yes. If the request to change or suspend the Centrepay deduction(s) was made by the: nominee, go to Step 7 customer, go to Step 3 No, go to Step 4
3	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement and is making a request in person or by phone for a Centrepay deduction, a Centrepay deduction can only be changed or suspended with the nominee's permission. Contact the nominee The Service Officer must attempt to contact the nominee (by phone) to obtain approval to code the changes to the Centrepay deduction. Ensure the customer is present or remains on the phone while the contact attempt is made to the nominee. Contact details can be found in the nominee's record. If the nominee is an: individual: go to the Telephone Details (TDS) screen > Telephone Summary table organisation: Organisation Contact details can only be accessed in Customer First. Go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number Contact with nominee successful Does the nominee approve the changes to the Centrepay deduction? Yes, go to Step 4 No: Tell the customer the request has not been approved by the nominee Record details of the contact on a Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here Contact with nominee unsuccessful Advise the customer: contact could not be made with the nominee, and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact on a Note. Include the name of the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
4	Determine if the request is within required guidelines The request is within the guidelines if one of the following is met: a suspension or temporary variation is for less than 13 weeks a new deduction amount is more than the minimum $10.00 per fortnight or more than the specified amount for certain Businesses a change to be scheduled for the future (CAF) is within the next 12 months Is the request within the guidelines? Yes, go to Step 6 No, go to Step 5
5	Request not within guidelines Advise the customer their request cannot be complied with as it does not meet current guidelines. Ask the customer if they wish to change their request to meet the guidelines. Does the customer wish to change the request? Yes, go to Step 6 No: Record details on a Note Procedure ends here
6	Check if customer can complete online or via Express Plus mobile app Does the customer have self service access, and can the request be completed via their Centrelink online account or Express Plus Centrelink mobile app account? Yes, direct the customer to their Centrelink online account to complete the change to their deduction electronically. Procedure ends here No, see Table 4 > Step 1
7	Involuntary nominee requests, or approves a request, to vary or suspend customer's deduction including temporary changes of deductions If the customer's involuntary nominee requests or provides approval of the customer's request to change or suspend a deduction, proceed with the update request, see Table 4 > Step 1. The Note created for the change or suspension must include the name of the nominee or officer from the nominee organisation, who requested or approved the change/suspension. Correspondence nominees and those who are both a correspondence and payment nominee, can add, change, suspend or cease Centrepay deductions online. If the nominee is registered for online services, advise them they can complete any future Centrepay actions online.

Changing or suspending a Centrepay deduction

Table 4

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Step	Action
1	Check workflow availability Is the Centrepay workflow available? Yes, go to Step 2 No, try the guided procedure in Customer First, see Customer First subtab. If both are unavailable, process the change manually. Go to Step 3
2	Process the change or suspension of a Centrepay deduction using the Centrepay workflow Process the request: Enter START into the Super Key select the Centrepay deduction workflow from the Payment Instruction Summary, select the pencil icon next to the deduction to update Contact method: By Phone or In person Select Next To change a deduction amount, enter: Change reason: use the dropdown to select Vary Details Start date: as nominated by the customer Instruction amount: as nominated by the customer To suspend a deduction, enter Change reason: use the dropdown to select Add /Vary Suspension Period Start date: use the calendar to add date as nominated by the customer Instruction amount $0 End date: use calendar to add date as nominated by the customer Select Save, then Next to continue the workflow address any errors or warnings on SWE and select Assess again go to the Entitlement (ELD) add text to the Finalisation Note: example – changed/suspended Centrepay deduction for xxx Select Finalise Procedure ends here.
3	Manually changing or suspending a Centrepay deduction To process manually: Enter PINS into the Super Key The Payment Instruction Summary will appear If the customer wants to: change the deduction (including changing the deduction amount for a specified period or from a future date), go to Step 4 suspend the deductions for a specified period, go to Step 5 change a future or current suspension, go to Step 6 remove a future or current suspension to restore as current, go to Step 7 terminate a future or current suspension, go to Step 8 add or change a reference number to an existing deduction, go to Step 9 add or change an end date or target amount, see Recording an end date or target amount on a Centrepay deduction. Procedure ends here
4	Change a deduction amount, including changing the deduction amount for a specified period and/or a future date From PINS, select the Pencil icon under Action for the deduction to update The Edit deduction screen will show. Update any relevant fields: Instruction Amount $: change the amount Start date: as nominated by customer End date: as nominated (leave this field blank if the deduction amount is ongoing and not for a specified period) Change reason: Use the dropdown menu to select the appropriate code When all relevant fields have been updated, select Save Enter the Receipt date, Channel and Service Reason and select Save Note: if the change is for a specified period and the deduction has a target amount this cannot be completed as deductions with target amounts cannot have end dates at the same time. Go to Step 10 to finalise the transaction.
5	Add a suspension period Customers can request to suspend their Centrepay deductions for a nominated period. This means the deduction will be a zero amount and will not deliver again until a future date nominated by the customer. Note: make sure deductions are restarted at least a day before the Entitlement Period End Date (EPED) from which the customer wants payments to restart. From PINS, select the relevant deduction and select the Pencil icon under Action. On the Edit deduction screen, update: Instruction Amount $: new amount of '0.00' Start date: as nominated by customer End date: as nominated by customer Change reason: Suspension Period Exclude from letter: no Select Save Enter the Receipt date, Channel and Service Reason and select Save Go to Step 10 to finalise the transaction.
6	Change a future or current deduction suspension Note: make sure deductions are restarted at least a day before the Entitlement Period End Date (EPED) from which the customer wants payments to restart. From PINS, select the pencil icon under ‘Action’ for the deduction with a future start date (due to start the day after the suspension period). On the Edit deduction screen, update: Start date: as nominated by the customer (to extend or shorten suspension period) End date: leave blank (or as nominated if the customer requests to terminate at a future date after the suspension period) Change reason: Customer request Exclude from letter: No Complete other fields (if required) Select Save Enter the Receipt date, Channel and Service Reason and select Save Go to Step 10 to finalise the transaction.
7	Remove a future or current suspension to restore the deduction as current To remove a current suspension: From PINS, select the pencil icon under Action for the deduction with a future start date (due to start the day after the suspension period) On the Edit deduction screen, update: End date: leave blank (or as nominated if the customer requests to terminate at a future date after the suspension period) Change reason: Customer request Exclude from letter: no complete other fields (if required) Select Save Enter the Receipt date, Channel and Service Reason and select Save The deduction should no longer have a suspension period (future start date) and show on PINS as current. Go to Step 10 to finalise the transaction. To remove a future suspension: From PINS, select the pencil icon under ‘Action’ for the deduction with a future start date (due to start the day after the suspension period). Future action filed will display as Yes. On the Edit deduction screen, update: Start date: today End date: leave blank (or as nominated if the customer requests to terminate at a future date after the suspension period) Change reason: Customer request Exclude from letter: no complete other fields (if required) select Save Enter the Receipt date, Channel and Service Reason and select Save The deduction should no longer have a suspension period and show on PINS as current. Go to Step 10.
8	Terminate a deduction with a suspension period From PINS, select the pencil icon under ‘Action’ for the deduction either the zero $0.00 amount if currently suspended or dollar amount if there is a future suspension period) On the Edit deduction screen, update: Start date: today Instruction Amount: key $0 Change reason: use dropdown to select Customer request Exclude from letter: no complete other fields (if required) Select Save Enter the Receipt date, Channel and Service Reason and select Save Go to Step 10 to finalise the transaction
9	Add or change a reference number to an existing deduction From PINS, select the relevant deduction and select the Pencil icon under ‘Action’ On the Edit deduction screen, update: Customer account number: Start date: must be today Change reason: use the dropdown to select Select Save Enter the Receipt date, Channel and Service Reason and select Save Go to Step 10 to finalise the transaction
10	Finalise the transaction To finalise the transaction: While inside the transaction, select Assess address any error or warnings on SWE and select Assess again go to the Entitlement (ELD) add text to the Finalisation Note: example – Centrepay deduction for (organisation, deduction type amended/suspension period added/amended) Select Finalise Procedure ends here.

Cancelling a Centrepay deduction

Table 5

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Step	Action
1	Request to cancel a Centrepay deduction is made If the customer is deceased, the Centrepay deduction will automatically cancel within 14 days of the death notice being coded. To prevent an overpayment, immediate cancellation should be actioned if the Payment Summary (PS) screen is showing a last payment. If the customer is participating in the Rent Deduction Scheme (RDS) and requests an RDS deduction be cancelled, see Terminating a Rent Deduction Scheme (RDS) deduction. If a Centrepay Business requests cancellation of a deduction, see Starting, changing or cancelling a Centrepay deduction at the request of a business. Check if the customer has a nominee, go to Step 2.
2	Check nominee status Enter NOLS into the Super Key. Nominee Link Summary will display current nominee arrangements Check if an involuntary (court appointed) nominee the reason for arrangement will display as: Court appointed or Involuntary power of attorney Does the customer have a court appointed nominee? Yes, if the request to cancel Centrepay deductions was made by the: nominee, go to Step 9 customer, go to Step 3 No, go to Step 4
3	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement, a Centrepay deduction can only be cancelled with the nominee's permission. Contact the nominee The Service Officer must attempt to contact the nominee (by phone) to obtain approval to cancel the Centrepay deduction. Contact details can be found in the nominee's record. If the nominee is an: individual: go to the Telephone Details (TDS) screen > Telephone Summary table go to Workspace > Contacts, Accommodation & Rent > Telecommunication Details organisation: Organisation Contact details can only be accessed Customer First, go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number Contact with nominee successful Does the nominee approve the cancellation of the Centrepay deduction? Yes, go to Step 9 No: Tell the customer the request has not been approved by the nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here Contact with nominee unsuccessful Advise the customer: contact could not be made with the nominee, and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
4	Check if customer can complete using self service Does the customer have self service access and can complete the request via their Centrelink online account or the Express Plus mobile app? Yes: if the customer is cancelling their Centrepay deductions due to a change of address, remind them to cancel rent and or all utilities associated with the previous address. Explain that if they do not cancel all Centrepay deductions relating to their previous address, this may result in them overpaying the Centrepay Business direct the customer to their Centrelink online account or Express Plus mobile app account to complete the cancellation electronically. Procedure ends here No: if the customer is cancelling their Centrepay deductions due to a change of address, review the customer’s current deductions. Explain that if they do not cancel all Centrepay deductions relating to their previous address, this may result in them overpaying the Centrepay Business process the request immediately via the Centrepay guided procedure by highlighting the deduction and selecting Modify, or the Centrepay workflow by selecting the deduction from the Payment Instruction Summary page if available if both the Centrepay guided procedure or Centrepay workflow are unavailable, process the cancellation manually, go to Step 5 complete consent questions, select End Instruction Immediately in the Change Action dropdown menu, procedure ends here If the Centrepay workflow is unavailable, try the Centrepay guided procedure in Customer First (see Customer First subtab) or process the cancellation manually, go to Step 5.
5	Manually cancelling a Centrepay deduction Enter PINS in the Super Key field Is the customer requesting an immediate cancellation? Yes, go to Step 6 No: see Recording an end date or target amounts on a Centrepay Deduction procedure ends here
6	Cancelling a Centrepay deduction immediately If the deduction has a future start date, the start date must be updated to commence from today and the activity finalised prior to the instruction amount being updated. If there is no future start date: On the Edit deduction screen Instruction Amount $ field enter the new amount of '0.00' to cancel a deduction Start Date: use the calendar to enter today's date Change Reason: use the dropdown to enter reason Select Save Enter the Receipt date, Channel and Service Reason and select Save Go to Step 7
7	Finalise the transaction To finalise the transaction in Process Direct Select Assess address any error or warnings on SWE and select Assess again go to the Entitlement (ELD) add text to the Finalisation Note: example – cancelled Centrepay deduction for (organisation from XX/XX/XX) Select Finalise
8	Involuntary nominee requests or approves cancellation of a deduction The customer's involuntary nominee requests to cancel a deduction, or provides approval for the customer's request to cancel a deduction: Yes, and the nominee is registered to use online services and will complete the cancellation electronically. Procedure ends here Yes, but the nominee is not registered to use online services: process the request immediately via the Centrepay guided procedure or Centrepay workflow if available if the guided procedure or workflow is unavailable, process the cancellation manually, go to Step 5 The Fast Note created for the cancellation must include the name of the nominee, or the name of the officer from the nominee organisation who requested or approved the cancellation. Correspondence nominees, and those who are both correspondence and payment nominees, can add, change, suspend or cease Centrepay deductions online. If the nominee is registered for online services, advise them they can complete any future Centrepay actions online.

Step	Action
1	Customer contact about starting a Centrepay deduction Where appropriate, the customer should be referred to their Centrelink online account or Express Plus Centrelink mobile app to perform this task. The exception is for court fines or court infringements or to pay a private landlord (PRD). Customers requesting to start a Centrepay deduction for a court fine or court infringement (excluding for Department of Justice Tasmania (Monetary Penalties Enforcement Services)) must contact the relevant court administration office to start a new deduction. For deductions to the Department of Justice Tasmania (Monetary Penalties Enforcement Services), customers must provide an 8 digit account code that starts with the number '1' or '2'. If the customer cannot provide this number, they must contact the Department of Justice (Monetary Penalties Enforcement Services) in Tasmania to obtain it. If a customer is income managed and requests to set up a Centrepay deduction, a discussion should be held to help the customer decide whether it may be more appropriate for the expense to be paid from income managed funds. To check if a customer is income managed, in Customer First, go to the Customer Details (CRN/BP) screen and check the benefit status line to identify if the customer is income managed: INM will show if they are on IM EIM will show if they are on enhanced IM Is the customer income managed? Yes, go to Step 2 No, go to Step 3
2	Customer is income managed Different discussions are required depending on whether the customer is on IM or enhanced IM. IM customer If the customer is on IM and the Service Officer is: not trained in IM, transfer the call to the IM BasicsCard general enquiry line as a discussion on priority needs is required. Procedure ends here is trained in IM, assess the request and determine if it may be more appropriate for the expense to be paid from income managed funds, and: conduct a priority needs discussion with the customer. Deduction requests for a priority need such as accommodation should be set up as an Income Management (IM) expense where possible. Determine with the customer if a request for a non-priority need may be more appropriately paid from IM funds ensure the customer understands Centrepay deductions will reduce the customer's discretionary funds. Document the outcome of this conversation on the customer's record. See Determining a person's priority needs for Income Management for more information Does the customer want to pay the deduction from IM funds? Yes, see Coding Income Management expenses No, go to Step 3 Enhanced IM customer Centrepay deductions for customers on enhanced IM are taken from their income managed funds before they are deposited into the customer’s enhanced IM account. The Centrepay deduction will not impact funds that are not income managed unless the deduction exceeds the amount of income managed funds available. Does the customer want to continue to set up a Centrepay deduction? Yes, go to Step 3 No, refer the customer to the SmartCard eIM hotline to discuss other payment options
3	Reason for request Note: if a cancelled payment is restored, make genuine attempts to contact the customer (if they are not on the phone or in attendance), to confirm that any previous Centrepay deductions should recommence. For customers who: have a nominee, go to Step 4 have made a request to start a deduction by phone or in person (where no current nominee exists), go to Step 6 have transferred to another income support payment and their Centrepay deduction instructions did not transfer across, go to Step 8 want to change the order of their Centrepay deductions, go to Step 9
4	Check nominee status In: Customer First, go to Workspace > Personal > Nominee Information, or Customer Record, go to the Nominee Link Summary (NOLS) screen Select the nominee. If an involuntary nominee arrangement exists, the Basis for Arrangement field will display as involuntary in the nominee's record on the Nominee Task Selector (NOTS) screen If the basis field is blank, select Nominee Relationship Summary (NORS) If an involuntary court appointed nominee arrangement is in place, the Reason field will display as either: Court Appointed (CRT) Power of Attorney Involuntary (PAI) Does the customer have an involuntary nominee arrangement? Yes, and the request was made by the: customer, go to Step 5 nominee, go to Step 6 No, go to Step 6
5	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement and is making the request in person or over the phone, the Centrepay deduction can only be coded with the nominee's permission. If the nominee: approved the Centrepay deduction, go to Step 6 has not approved the Centrepay deduction, contact the nominee (by phone) to obtain approval to start the Centrepay deduction. Ensure the customer is present or remains on the phone while the contact attempt is made to the nominee Contact details can be found in the nominee's record. If the nominee is an: individual: go to Workspace > Contacts, Accommodation & Rent > Telecommunication Details organisation: go to the Organisation Contact Summary (OSCS) screen select the radio button on the listed contact person open the Contact Phone heading to display the phone number If contact with nominee was successful Has the nominee approved the Centrepay deduction? Yes, go to Step 6 No: Tell the customer the request has not been approved by the nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here If contact with nominee was unsuccessful Advise the customer: contact could not be made with the nominee, and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact on DOC. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
6	Guidelines and deduction limitations Check if the deduction request meets the required guidelines. See deduction rules and limitations. Is the request within the guidelines? Yes, go to Step 8 No, go to Step 7
7	Request not within guidelines and deduction limitations Tell the customer or nominee their request cannot be completed as it does not meet current guidelines. Ask the customer or nominee if they wish to change their request to meet the guidelines. Does the customer or nominee wish to change the request? Yes, go to Step 8 No: Record details on a DOC Procedure ends here
8	Checks required before starting a Centrepay deduction Centrepay is a voluntary bill-paying service that is free for Centrelink customers. Most Centrepay approved Businesses are charged a transaction fee for each deduction they receive. Under no circumstances is the transaction fee to be passed on to the customer or added to the deduction amount. Before adding a Centrepay deduction, check: Is the customer receiving an eligible Centrelink administered payment? If the customer is not currently receiving a benefit or is receiving a Centrelink administered payment that is not eligible for Centrepay, add a Fast Note to the customer record to advise the Centrepay deduction was unable to be coded Has the customer transferred to another income support payment? Check the Payment Instruction History (PIHS) screen in Customer First and review payment instructions for the previous income support payment and ensure they transferred across to the current income support payment Check the Document List (DL) for a DOA Fast Note or other Fast Note that might contain important information in relation to the coding of the deduction Centrepay deductions should be coded to payments with a status of current (including current zero rate (CZR)), CNP-OIS or suspended, regardless of if the customer has sufficient net funds available to cover the deduction amount: If it is evident the customer's rate of payment will not change in the near future, for example an extended non-payment period or Income Maintenance period, advise the customer the deduction is unable to be coded while a period of non-payment is in place. Procedure ends here Has the deduction already been processed? Check the Payment Instruction Summary (PINS) screen to ensure the deduction is not already in place. If it is in place, see Changing or suspending a Centrepay deduction Does the customer have any other current deductions in place? If yes, review the current deductions in place and confirm with the customer that all ongoing deductions are correct Is the deduction for court fines or infringement notices? Under no circumstances should a Service Officer start a new Centrepay deduction for court fines (CRT) or court infringements (CTI), unless the court fine or court infringements is for the Department of Justice Tasmania (Monetary Penalties Enforcement Services). For all states and territories except Tasmania, advise the customer to contact the relevant Court Administration Office to start a new deduction Is the customer on weekly payments? If the customer is on the new weekly payment model Centrepay deductions should be coded as normal Under the weekly legacy model, the deduction should only be processed before the customer's payment strip time in the first week of their fortnightly entitlement period. This ensures the customer receives the same amount of net payment in each week of that entitlement period. The deduction will still deliver fortnightly. See the Resources page for an example If the deduction is for rent, check there is not a current rent deduction in place. If there is, consider cancelling this deduction under duty of care prior to coding a new deduction. Note: if the new deduction request is for temporary or crisis accommodation, cancellation of the existing deduction is not required. See the Resources page for a link to approved Centrepay service reasons. When determining whether the existing rent deduction is to be cancelled, consider the following: Check the Payment Instruction Summary (PINS) screen as Government housing deductions will not display in the guided procedure Is the new deduction request for regular fortnightly payments? Is the existing deduction and the new deduction request for similar market value amounts? Does either the new deduction request or the existing deduction have a target amount? If so, that deduction may be for paying off rental arrears or a specific period of accommodation and both deductions may therefore be required Does the new deduction request match the customer's current living arrangements? Note: checking the Accommodation History (ACS) screen may assist in determining this If clarification is required, discuss with the customer to confirm which deductions are required. A decision should be made based on the above factors. Record a Fast Note on the customer record detailing reasons for the decision If the deduction is for rent or utilities, remind the customer if setting up a Centrepay deduction for services related to their current address that it is important they cancel any deductions relating to their old address when they move. Explain to the customer if they do not cancel these deductions they may make an overpayment to the Centrepay business. Service Officers should discuss with the customer the benefits of self service options via online or via the Express Plus Centrelink mobile app. If the customer is unable to use self service options, action the customer’s requests Customers living at an address where they are not the account holder or the utility is not in their name are still able to start a Centrepay deduction for a utility service if they are using it as a resident of that address Once the checks are complete, go to Step 9.
9	Starting a Centrepay deduction In Customer First, go to Workspace and select the Centrepay Guided Procedure. If unavailable, try the or Centrepay workflow in Process Direct (see Process Direct subtab). If both are unavailable, see Table 2 to code manually. Due to changes to Centrepay effective of 3 November 2025, some service reasons are no longer approved for Centrepay. There are also some other service reasons which will ‘transition to removal’ and be removed from 1 November 2026. Where a service reason/business is being removed from 1 November 2026, a warning will appear if you try to start or increase a deduction. ‘DO NOT ADD or INCREASE DEDUCTIONS TO THIS BUSINESS. Under the new terms of Use and policy for businesses, this business in transitioning to removal from Centrepay. Centrepay deductions can still be cancelled, suspended or varied down’. If this warning appears: Do not add or increase the Centrepay deduction. Tell the customer: the business/service reason will be removed from Centrepay from 1 November 2026 they cannot add or increase deductions they can still use the service; however, they will need to contact the business to discuss other payment methods Procedure ends here If the warning about adding/increasing deductions does not appear: Continue with the guided procedure to add the new deduction If an error appears ‘Target amount is mandatory for this organisation’: Target Amount field - $ value must be added Continue with the guided procedure to add the new deduction For more information about the mandatory conditions for service reasons and recording end date/target amount, see Recording an end date or target amount on a Centrepay deduction. If the customer has requested a Centrepay deduction for an accommodation provider, check if the customer needs to notify of any changes to their address and/or accommodation details. See Recording accommodation details. Note: the Payment Type field shows the type of payment from which the deduction is to be taken. Regular (REG) should be chosen for coding all Centrepay deductions. If the customer wishes to make a One Time Deduction, code a target amount equal to the deduction amount. Do not use the One Time Payment (OTP) option when coding a Centrepay deduction that only needs to pay once. If the customer has multiple Centrepay deductions and they wish to change the order in which the deductions are paid, go to Step 10
10	Changing the order for Centrepay deductions Centrepay deductions will be made in the order they are set up. If a customer requests to change the order in which their Centrepay deductions are made: Use the Centrepay workflow go to Workspace > Payments and Services > Centrepay workflow on Payment Instruction Summary screen, use arrows in the Priority column to arrange the deductions in the order the customer has requested update Source and Date of receipt, select Update Priority > Finish on the Assessment Results (AR) screen select the Finalise radio button and continue. If the workflow is unavailable, see Table 2 > Step 5 to change the order of the deductions manually Procedure ends here.

Step	Action
1	Payment Instruction Summary (PINS) screen Note: if a cancelled payment is restored, make genuine attempts to contact the customer (if they are not on the phone or in attendance), to confirm that any previous Centrepay deductions should recommence. In the customer's record: go to the PINS screen. In these fields: Add New Deduction, key Y Type, key O press [Enter] Remind the customer if setting up a Centrepay deduction for rent or and utilities relating to their current address, that it is important they cancel any deductions relating to their old address when they move. Explain that if they do not cancel these deductions, they may overpay the Centrepay business/es. Provide customer with information on self service options, to manage their Centrepay deductions via online or via the Express Plus Centrelink mobile app. If the customer is unable to use self service options, action the customer's requests New deductions via PINS and the Centrepay workflow can only be started within the system the deduction will be made from (for example, NSS, PEN). The guided procedure will automatically switch systems for the correct benefit group system. Go to Step 2.
2	Search or input Business Search using the Organisation Name Search (ON) screen or input the Business' Customer Reference Number. To search for a Centrepay Business, use the Advanced Organisation Search tool for staff or the Organisation Name Search (ON) screen. At the Organisation Details (ORD) screen, key 'Y' in the Confirm Selection field and press [Enter]. Go to Step 3.
3	Multiple service reasons for the Centrepay Business Is there more than one service reason available for the Business? Yes, the Direct Deduction Selection (PIDS) screen displays. In the selection field on the PIDS screen: select the correct deduction type press [Enter] to go to the PIDD screen go to Step 4 No, only one service reason is available, go to Step 6
4	Payment Instruction Direct Deduction (PIDD) screen Due to changes to Centrepay effective from 03 November 2025, some service reasons are no longer approved for Centrepay. There are also some other service reasons which will ‘transition to removal’ and be removed from 1 November 2026. Where a service reason/business is being removed from 1 November 2026, a warning will appear if you try to start or increase a deduction. ‘Due to changes form DO NOT ADD or INCREASE DEDUCTIONS TO THIS BUSINESS. Under the new terms of Use and policy for businesses, this business in transitioning to removal from Centrepay. Centrepay deductions can still be cancelled, suspended or varied down’. If this warning appears: Do not add or increase the Centrepay deduction Tell the customer: the business/service reason will be removed from Centrepay from 1 November 2026 they cannot add or increase deductions they can still use the service; however, they will need to contact the business to discuss other payment methods Procedure ends here If the warning does not appear: Use the details provided by the customer to update the PIDD screen with the deduction details requested, making sure the payment type is coded as regular (REG): fortnightly amount start date target amount account reference If an error E253PI Target amount is mandatory for this organisation appears, the Target Amount field must have a $ value added. See Recording an end date or target amount on a Centrepay deduction. If the customer requires a deduction that only happens once, it needs to be coded as 'REG' with a target amount of the same value as the deduction amount. Note: do not use the One Time Payment (OTP) option when coding a Centrepay deduction. Does the customer have multiple Centrepay deductions and wish to change the order in which the deductions are paid? Yes, go to Step 5 No, go to Step 6 to complete the activity.
5	Deduction Priority/Override (PIPO) screen Use this screen to change the order in which the customer's deductions are paid. Note: mandatory deductions will be made before voluntary deductions. Does the customer wish to change the deduction order? Yes, go to the PINS screen, key 'P' against an active deduction. When the PIPO screen appears: in the Prty field, number all deductions in order of priority based on the customer's request complete the footer details, Source and DOR and in the Action field, key C go to Step 6 No, or customer only has one deduction, go to Step 6
6	Complete the activity At the PINS screen: key the Finished? field with a 'Y' press [Enter] to go the Assessment Results (AR) screen finalise the activity The Activity List (AL) screen will then display. Record the details of the transaction in a Fast Note. For more information, see: Online Document Recording (ODR) Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs) Procedure ends here.

Step	Action
1	Customer requests to change or suspend their deduction including temporary changes of deductions Service Officers may process requests to change or suspend existing deductions by running the Centrepay guided procedure or the Centrepay workflow. If the Centrepay guided procedure and the Centrepay workflow are unavailable, manual coding is to be used. Note: when a customer is requesting to change or suspend any existing Centrepay deductions, take the opportunity to review the customer’s current deductions (specifically deductions that are not part of the request) to ensure that all current deductions are correct. If an Income Management customer requests to vary or suspend a Centrepay deduction, discuss the reason for the request and ensure their priority needs will continue to be met. The discussion will also determine if it may be more appropriate for the expense to be paid from income managed funds. For more information, see Coding Income Management expenses. If an enhanced IM customer requests to vary or suspend a Centrepay deduction, Service Officers trained in Centrepay can action this request. However, if the customer has any enhanced IM SmartCard or account enquiries, transfer the customer to the SmartCard eIM hotline. Tell the customer: the minimum fortnightly payment amount for Centrepay deductions is $10.00. However, there are some Centrepay Businesses that specify a higher minimum fortnightly payment. Contact the relevant business if the customer is unsure of the minimum fortnightly amount required a deduction may be temporarily changed for a maximum of 13 weeks and up to 12 months into the future If the customer: has a nominee, go to Step 2 does not have a nominee, go to Step 4
2	Check nominee status Go to the Nominee Link Summary (NOLS) screen and select Nominee Relationship Summary (NORS). If an involuntary (court appointed) nominee arrangement is in place, the NORS screen will display CRT or PAI as the reason for the arrangement. Does the customer have a court appointed nominee? Yes. If the request to change or suspend the Centrepay deduction(s) was made by the: nominee, go to Step 7 customer, go to Step 3 No, go to Step 4
3	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement and is making a request in person or by phone for a Centrepay deduction, a Centrepay deduction can only be changed or suspended with the nominee's permission. Contact the nominee The Service Officer must attempt to contact the nominee (by phone) to obtain approval to code the changes to the Centrepay deduction. Ensure the customer is present or remains on the phone while the contact attempt is made to the nominee. Contact details can be found in the nominee's record. If the nominee is an: individual: In Customer First, go to Workspace > Contacts, Accommodation & Rent > Telecommunication Details organisation: In Customer First, go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number Contact with nominee successful Does the nominee approve the changes to the Centrepay deduction? Yes, go to Step 4 No: Tell the customer the request has not been approved by the nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here Contact with nominee unsuccessful Advise the customer: contact could not be made with the nominee, and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
4	Determine if the request is within required guidelines The request is within the guidelines if one of the following is met: a suspension or temporary variation is for less than 13 weeks a new deduction amount is more than the minimum $10.00 per fortnight or more than the specified amount for certain Businesses a change to be scheduled for the future (CAF) is within the next 12 months Is the request within the guidelines? Yes, go to Step 6 No, go to Step 5
5	Request not within guidelines Advise the customer their request cannot be complied with as it does not meet current guidelines. Ask the customer if they wish to change their request to meet the guidelines. Does the customer wish to change the request? Yes, go to Step 6 No: Record details in a Fast Note Procedure ends here
6	Check if customer can complete online or via Express Plus mobile app Does the customer have self service access, and can the request be completed via their Centrelink online account or Express Plus Centrelink mobile app account? Yes, direct the customer to their Centrelink online account to complete the change to their deduction electronically. Procedure ends here No, see Table 4 > Step 1
7	Involuntary nominee requests, or approves a request, to vary or suspend customer's deduction including temporary changes of deductions If the customer's involuntary nominee requests or provides approval of the customer's request to change or suspend a deduction, proceed with the update request, see Table 4 > Step 1. The Fast Note created for the change or suspension must include the name of the nominee or officer from the nominee organisation, who requested or approved the change/suspension. Correspondence nominees and those who are both a correspondence and payment nominee, can add, change, suspend or cease Centrepay deductions online. If the nominee is registered for online services, advise them they can complete any future Centrepay actions online.

Step	Action
1	Process the change or suspension of a Centrepay deduction using the Centrepay guided procedure or Centrepay workflow Process the request immediately via the Centrepay guided procedure by highlighting the deduction and selecting Modify, Procedure ends here. Note: to change a suspension period in the guided procedure, select the future deduction from the Centrepay Deduction List (not the $0 amount) and continue through the Add/Modify Deduction process to get to Step 5. In Change Action select Add/Vary suspension Period and update the Start Date and/or End Date as required. As the footer details in the guided procedure cannot be updated, a warning of Action must not be 'C' or 'I' if instruction details are not changed will display, select 'Finish' again to complete the procedure. If the Centrepay guided procedure is unavailable, try the Centrepay workflow in Process Direct (see the Process Direct subtab). If both are unavailable, process the change manually. Go to Step 2.
2	Manually changing or suspending a Centrepay deduction To process manually, access the Payment Instruction Summary (PINS) screen to see the deduction to be changed or suspended. This will flow to the Payment Instruction Deduction Detail (PIDD) screen. If the customer wants to: change the deduction (including changing the deduction amount for a specified period or from a future date), go to Step 3 suspend the deductions for a specified period, go to Step 4 change a future or current suspension, go to Step 5 remove a future or current suspension to restore as current, go to Step 6 terminate a future or current suspension, go to Step 7 add or change a reference number to an existing deduction, go to Step 8 add or change an end date or target amount, see Recording an end date or target amount on a Centrepay deduction. Procedure ends here
3	Change a deduction amount, including changing the deduction amount for a specified period and/or a future date At the PIDD screen, key all fields: Instruction Amount $: as nominated by customer Start date: as nominated by customer End date: as nominated (leave this field blank if the deduction amount is ongoing and not for a specified period) Reason code: Use '?' for a list of reason code and select the appropriate code, or: 'SPC' (Specified Period of Change) if deduction amount is for a specified period, or 'CAF' (Change Amount in the Future) if the deduction is to be varied to an ongoing amount from a future date Note: for specific coding help on all screens, use the online help available via the [F1] key and '?' in field for help. complete footer details, Source and DOR press [Enter] Note: if the change is for a specified period and the deduction has a target amount this cannot be completed as deductions with target amounts cannot have end dates at the same time. Go to Step 9.
4	Add a suspension period Customers can request to suspend their Centrepay deductions for a nominated period. This means the deduction will be a zero amount and will not deliver again until a future date nominated by the customer. Note: ensure deductions are restarted at least a day before the Entitlement Period End Date (EPED) from which the customer wants payments to restart. On the: PINS screen, select the current deduction PIDD screen, key all fields: Instruction Amount $: new amount of '0.00' Start date: as nominated by customer End date: as nominated by customer Reason code: 'SUS' (SUS = Suspended) complete footer details, Source and DOR press [Enter] go to Step 9
5	Change a future or current deduction suspension Note: ensure deductions are restarted at least a day before the Entitlement Period End Date (EPED) from which the customer wants payments to restart. On the: PINS screen, select the future deduction (due to come back on after the suspension period) PIDD screen: complete footer details, Source and DOR and in the Action field, key C press [Enter] Start date: as nominated by the customer (to extend or shorten suspension period) End date: leave blank (or as nominated if the customer requests to terminate at a future date after the suspension period) complete other fields as required (instruction amount, account reference, etc.) press [Enter] go to Step 9
6	Remove a future or current suspension to restore the deduction as current To remove a current suspension, on the: PINS screen, select the future deduction (due to come back on after the suspension period) PIDD screen: complete footer details, Source and DOR and in the Action field, key C press [Enter] Start date: today press [Enter] The deduction should no longer have a suspension period and show on PINS as current. Go to Step 9. To remove a future suspension, on the: PINS screen, select the future (zero amount $0.00) suspension PIDD screen: complete footer details, Source and DOR and in the Action field, key C press [Enter] Start date: today press [Enter] to complete activity key 'Y' in the Finished? field Press [Enter] to be taken to the Assessment Results (AR) screen to finalise activity. The Activity List (AL) screen will display. This will make the future suspension current, and the suspension period will now start from today's date. Go to the: PINS screen and select the future deduction (due to come back on after the suspension period) PIDD screen: complete footer details, Source and DOR and in the Action field, key C press [Enter] Start date: today press [Enter] The deduction should no longer have a suspension period and show on PINS as current. Go to Step 9.
7	Terminate a deduction with a suspension period On the: PINS screen, select the current deduction (can be either the zero $0.00 amount if currently suspended or dollar amount if there is a future suspension period) PIDD screen: Start date: today Instruction Amount: input amount as $0.00 Change Reason: Use '?' for a list of reason codes and select the appropriate code complete footer details, Source and DOR and in the Action field, key I press [Enter] address any warning messages that may appear press [Enter] to complete activity, key 'Y' in the Finished? field press [Enter] to be taken to the Assessment Results (AR) screen to finalise activity go to Step 9
8	Add or change a reference number to an existing deduction On the: PINS screen, select the current deduction for the PIDD screen to present PIDD screen, key all fields: Org Customer Account Ref: Centrepay reference number as provided by the customer Start Date: must be today's date Change Reason: use '?' for a list of reason codes and select the appropriate code complete footer details, Source: and DOR: press [Enter] go to Step 9
9	Return to the PINS screen Automatic screen flow should return to the PINS screen. To complete the activity, key 'Y' in the Finished? field. Press [Enter] to be taken to the Assessment Results (AR) screen to finalise the activity. The Activity List (AL) screen will display. Record details in a Fast Note. Procedure ends here.

Step	Action
1	Request to cancel a Centrepay deduction is made If the customer is deceased, the Centrepay deduction will automatically cancel within 14 days of the death notice being coded. To prevent an overpayment, immediate cancellation should be actioned if the Payment Summary (PS) screen is showing a last payment. If the customer is participating in the Rent Deduction Scheme (RDS) and requests an RDS deduction be cancelled, see Terminating a Rent Deduction Scheme (RDS) deduction. If a Centrepay Business requests cancellation of a deduction, see Starting, changing or cancelling a Centrepay deduction at the request of a business. Check if the customer has a nominee, go to Step 2.
2	Check nominee status In Customer First: Go to the Nominee Link Summary (NOLS) screen and select Nominee Relationship Summary (NORS). If an involuntary (court appointed) nominee arrangement is in place, the NORS screen will display CRT or PAI as the reason for the arrangement. Does the customer have a court appointed nominee? Yes, if the request to cancel Centrepay deductions was made by the: nominee, go to Step 9 customer, go to Step 3 No, go to Step 4
3	Involuntary nominee arrangement exists If the customer has an involuntary nominee arrangement, a Centrepay deduction can only be cancelled with the nominee's permission. Contact the nominee The Service Officer must attempt to contact the nominee (by phone) to obtain approval to cancel the Centrepay deduction. Contact details can be found in the nominee's record. If the nominee is an: individual: In Customer First, go to Workspace > Contacts, Accommodation & Rent > Telecommunication Details organisation: In Customer First, go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number Contact with nominee successful Does the nominee approve the cancellation of the Centrepay deduction? Yes, go to Step 9 No: Tell the customer the request has not been approved by the nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made Procedure ends here Contact with nominee unsuccessful Advise the customer: contact could not be made with the nominee, and the deduction is unable to be coded without approval from them they must follow up directly with their nominee Record details of the contact in a Fast Note. Include the name of the officer from the nominee's organisation with whom contact was made or attempted. Procedure ends here.
4	Check if customer can complete using self service Does the customer have self service access and can complete the request via their Centrelink online account or the Express Plus mobile app? Yes: if the customer is cancelling their Centrepay deductions due to a change of address, remind them to cancel rent and or all utilities associated with the previous address. Explain that if they do not cancel all Centrepay deductions relating to their previous address, this may result in them overpaying the Centrepay Business direct the customer to their Centrelink online account or Express Plus mobile app account to complete the cancellation electronically. Procedure ends here No: if the customer is cancelling their Centrepay deductions due to a change of address, review the customer’s current deductions. Explain that if they do not cancel all Centrepay deductions relating to their previous address, this may result in them overpaying the Centrepay Business process the request immediately via the Centrepay guided procedure by highlighting the deduction and selecting Modify, or if the Centrepay guided procedure is unavailable, process the cancellation manually, go to Step 5 complete consent questions, select End Instruction Immediately in the Change Action dropdown menu, procedure ends here
5	Manually cancelling a Centrepay deduction If the Centrepay guided procedure is unavailable: select the deduction to cancel access the Payment Instruction Summary (PINS) screen in the appropriate payment system (for example, family assistance deduction in the 'FAO' system) select the deduction to be cancelled. Press [Enter] Is the customer requesting an immediate cancellation? Yes, go to Step 6 No: see Recording an end date or target amounts on a Centrepay Deduction procedure ends here
6	Cancelling a Centrepay deduction immediately If the deduction has a future start date, the start date must be updated to commence from today and the activity finalised prior to the instruction amount being updated. On the Payment Instruction Direct Deduction (PIDD) screen, to cancel a deduction immediately: key the Instruction Amount $ field with the new amount of '0.00' to cancel a deduction key the Start Date field with today's date (or key 't') leave the End Date field key a reason for the change in the Reason field. Use field helps (?) for a list of acceptable codes key the Source and DOR fields press [Enter]
7	Return to PINS screen On the PINS screen, check the details shown: key 'Y' in the Finished? field press [Enter] to be taken to the Assessment Results (AR) screen to finalise the request the Activity List (AL) screen will display
8	Document the activity Create a Fast Note with full details of the source and processing of the cancellation of the deduction. For guidelines, see Online Document Recording (ODR). Procedure ends here.
9	Involuntary nominee requests or approves cancellation of a deduction The customer's involuntary nominee requests to cancel a deduction, or provides approval for the customer's request to cancel a deduction: Yes, and the nominee is registered to use online services and will complete the cancellation electronically. Procedure ends here Yes, but the nominee is not registered to use online services: process the request immediately via the Centrepay guided procedure if available if the guided procedure or workflow is unavailable, process the cancellation manually, go to Step 5 The Fast Note created for the cancellation must include the name of the nominee, or the name of the officer from the nominee organisation who requested or approved the cancellation. Correspondence nominees, and those who are both correspondence and payment nominees, can add, change, suspend or cease Centrepay deductions online. If the nominee is registered for online services, advise them they can complete any future Centrepay actions online.

Operational Information

Starting, changing and cancelling a Centrepay deduction at the request of a customer 103-09030030

Process Direct

Starting a Centrepay deduction using the Centrepay Workflow

Manually starting a new Centrepay deduction

Assessment of request to change or suspend a Centrepay deduction

Changing or suspending a Centrepay deduction

Cancelling a Centrepay deduction

Customer First

Starting a Centrepay deduction using the Centrepay Guided Procedure

Manually starting a new Centrepay deduction

Assessment of request to change or suspend a Centrepay deduction

Changing or suspending a Centrepay deduction

Cancelling a Centrepay deduction