Centrepay deduction is not received or is incorrect 103-09030070

If advice is received:

• that a deduction has been set-up for the incorrect amount, see Starting, changing or cancelling a Centrepay deduction at the request of a business
• that a deduction has been coded to the incorrect business, cease the deduction immediately, see Starting, changing or cancelling a Centrepay deduction at the request of a business

Did the business advise of the incorrect deduction?

• Yes, go to step 2
• No, the customer advised, go to step 3

For Account Managers and National Business Gateway (NBG) Centrepay Helpdesk staff only

Was the incorrect deduction due to an agency error or without the authorisation of the customer?

• Yes, see Centrepay overpayment recovery
• No, and:
• the customer is known to the business, the business will need to return the funds directly to the customer. Procedure ends here
• the customer is unknown to the business, the business should send an email to the National Business Gateway Recovery Team, seeking approval for the return of funds to the agency. Procedure ends here

Was the deduction coded incorrectly by the customer?

• Yes, the customer will need to request a refund from the business. Procedure ends here
• No, see Centrepay overpayment recovery

Has a business contacted to advise of a missing deduction?

• Yes, all Centrepay businesses should be contacting the National Business Gateway - Centrepay Helpdesk. Go to Step 2
• No, a customer has contacted, go to Step 4

National Business Gateway (NBG) Centrepay Helpdesk staff only

Has the deduction been made?

• Yes, go to Step 3
• No, and it was:
• due to a processing or system error, correct coding, or escalate as per local procedures
• not due to a system or processing error, advise the business no deduction was made and to contact the customer to discuss further, procedure ends here

National Business Gateway (NBG) Centrepay Helpdesk staff only

• Check:
• the date the deduction was meant to be delivered
• all deduction details are correct, for example, the account number has been coded correctly
• if the payment has been returned by Financial Services on the Direct Deduction Summary (DDS) screen
• the bank account details for the business are correct. This can be viewed via the Organisation Service Bank Summary (OSBS) screen on the Business' record.
  If the bank details are incorrect, advise the business that new bank details are required in writing from the Authorised Officer.
  Also advise, that depending on the reason for the change of bank account details, the business may need to lodge a new Business Application
• Advise:
• the business what the Lodgement Reference Number (LRN) should be for the deduction, this can be found on the Direct Deduction Summary (DDS) screen on the Business' record
• the business where to find the deduction on its Centrelink reports. See Centrelink Deduction Reports and Organisational Online Mail (OOM) for Deduction and Confirmation Programs
• if the business is still unable to locate the payment, the Service Support Officer (SSO) should be notified for further investigation
• the business to contact their financial institution to discuss the missing payment

Procedure ends here.

Has a deduction been made?

• Yes:
• check the date the deduction was meant to be delivered
• check all deduction details are correct, for example, the account number coded for the deduction
• provide the customer with a Centrepay Account Statement (showing the payments made), to take to the business
• if all details are correct, contact the National Business Gateway - Centrepay Helpdesk for assistance
• No, and:
• was due to a processing or system error, correct coding or escalate as per local procedures
• was not due to a system or processing error, advise the customer that no deduction was made and to contact the business to make alternate payment arrangements for the missed deduction