Customer makes a complaint or provides feedback about Centrepay 103-09030080

This document outlines the action to be taken when a customer makes a complaint or provides feedback about Centrepay.

Step	Action
1	Managing customer aggression If a customer is aggressive or displays unreasonable behaviour: Follow Customer aggression - Response Seek help from a manager Address the behaviour per the customer aggression response guidelines, then: continue managing the complaint issue give the customer a resolution Written feedback containing obscene or offensive content Disengaging with a customer because of the use of obscene or offensive written feedback may trigger more customer escalation. Therefore, if written feedback has obscene or offensive content, still address the feedback issue/s. Contact the customer to discuss the issues raised. Tell the customer of the agency's behavioural expectations, this includes written feedback. For help with de-escalation see Telephone Standards and Customer aggression - response.
2	Initial contact If the person is a Centrepay Business or organisation, this process does not apply. See Business makes a complaint or provides feedback about Centrepay Staff must: ask questions to understand a customer’s concern relating to complaints or feedback about Centrepay. This includes establishing if this relates to a Centrepay business. See Resources for help when interacting with customers apply First Contact Resolution - Complaints handling principles to any concerns relating to deduction statements, checking or amending deductions, recording end dates or target amounts or use of online services. Refer to Centrepay customer interactions for details check if the customer’s Centrepay deductions need updating. See Starting, changing and cancelling a Centrepay deduction at the request of a customer. If the customer advises they did not consent to a deduction or the amount, it must be amended or cancelled. A complaint must be recorded about the business in these cases Where it is clear there are no concerns about a Centrepay business, these queries may be resolved without the need for a complaint or feedback to be recorded. In these cases, where staff cannot resolve a query, staff should access Technical Support. Where the customer does not accept the outcome provided or remains dissatisfied with the First Contact Resolution provided, the complaint or feedback must be recorded in the Customer Feedback Tool (CFT). Complaint or Feedback about a Centrepay business Any complaints or feedback raised about a Centrepay business must be recorded in the Customer Feedback Tool (CFT) in Customer First. The specialist Centrepay Business Complaints Team investigates these complaints. For these complaints, staff must: discuss consent for the agency to contact the business on the customer’s behalf. This must be documented in the CFT gather as much information as possible to help investigations (this can be anonymous if the customer doesn’t want to provide consent) If the service officer has concerns or the customer discloses they are experiencing vulnerable circumstances, see Identifying customer vulnerability and risk issues. Where staff assess that a complaint meets a complaint escalation reason they must follow the process to escalate it to Level 2. Note: all complaints or feedback about fraud must be reported using the Report Suspected Fraud and Corruption system. If the complaint or feedback alleges fraudulent activity by a Centrepay Business this must be recorded in the CFT and referred to the specialist Centrepay Business Complaints Team. Does the customer or representative want to record a complaint? Yes, go to Step 4 No, go to Step 3
3	Record anonymous feedback If the customer or representative choose not to record a complaint about a Centrepay business, an anonymous complaint must be recorded in the CFT. If the customer or their representative does not wish to be identified, tell them a complaint or feedback can be recorded anonymously. Tell the customer that: they will not receive a feedback ID number the feedback will not be stored on the customers record, and the agency cannot contact the customer or representative Staff should: follow the process in Level 1 – Manage complaints and feedback and the Complaints and feedback index > C > Centrepay - Customer complaint about a Centrepay business (CLK) for potential systemic issues see Table 7 in Level 1 – Manage complaints and feedback Note: if the feedback is to be recorded anonymously, select Anonymous in the Who is lodging the Feedback field (this will remove the customer’s details from the Customer Information field). Procedure ends here.
4	Complaint about Centrepay or a Centrepay business For complaints or feedback about Centrepay, the Service Officer must: apply First Contact Resolution – Complaints handling complete any updates required as per Centrepay customer interactions For complaints or feedback about a Centrepay business, the Service Officer must: record the complaint in the CFT discuss the importance of providing their express consent so their details and concerns can be raised directly with the business confirm and document their express consent in the CFT, including the date consent was obtained follow the process to manage the complaint detailed in the Complaints and feedback index > C > Centrepay - Customer complaint about a Centrepay business (CLK) send a Complaint Action required or the Complaint FYI using the External Channel email function within the CFT to Centrepay Complaints For help recording and managing the Centrepay complaint, staff must follow the process in: Recording complaints and feedback in the Customer Feedback Tool Complaints and feedback index > C > Centrepay - Customer complaint about a Centrepay business (CLK) Level 1 – Manage complaints and feedback for potential systemic issues, see Table 7 in Level 1 – Manage complaints and feedback Procedure ends here.

Complaint received about Centrepay or a Centrepay business

Table 2

For staff in the specialist Centrepay Business Complaints team.

Expand table

Step	Action
1	Complaint received by the specialist Centrepay Business Complaints team Within 2 business days, open the complaint in the Customer Feedback Tool (CFT). Note: staff must have access to the Customer Feedback Tool: For complaints received by email, select the Feedback ID link in the email For complaints allocated through Workload Manager, select the work item For Level 1 complaints only, not managed by Personalised Services: The receiving Centrepay Complaints Officer must take ownership of the complaint. Update the CFT: select the Parties involved tab and update Employee responsible select the Notes tab and record receipt of the email and to confirm Centrepay Complaints team will action the investigation select the Details tab and update the feedback status to Investigation in progress add an on hold expiry date for expected timeframe Note: staff must update the notes in the CFT as the complaint progresses, or earlier where required. If a complaint escalation reason is met as the complaint progresses, escalate to Level 2. For all complaints including Level 1, Level 2 or managed by Personalised Services: update the Customer Feedback Register which is stored locally with complaint details if the complaint is about a Centrepay business, create a DOC on the business record with the following details. Make sure no personal details of the customer are included: Heading: Centrepay complaint received Text: - Feedback ID: XXXXXX - Date received: DDMMYYYY - Feedback will be investigated by the Centrepay Business Complaints Team (CBCT). Upon finalisation, CBCT will annotate this DOC Note: DOC must be annotated each time a specialist complaints officer contacts the business, inclusive of written communication. When feedback is finalised, annotate the DOC with date of finalisation information. If the complaint is about a Centrepay business, confirm if the complainant has given consent to disclose their personal details to the business. Has the complainant given consent to disclose their personal details to the business? Yes, Centrepay complaints specialists may still contact the customer for more information before conducting an assurance check with the business, on complainant’s behalf. Go to Step 4 No, if complaint is: from a customer and their consent to contact the business has not been documented in the CFT, go to Step 2 anonymous or the customer does not provide consent to contact the business on their behalf, go to Step 3
2	Complaint is from a customer and their consent to contact the business has not been documented in the Customer Feedback Tool (CFT) If the complaint is about a Centrepay business and customer consent is not identified within the CFT, contact the customer. Advise of the importance of providing their express consent so their details and concerns can be raised directly with the business. If the complaint is Level 2 or managed by personalised services, contact the employee responsible to contact the customer to discuss their consent. Centrepay complaints specialists require consent to be documented in the CFT to directly investigate the complaint where contact with a business is required. When contacting the customer, send a pre-call SMS if registered for this service and make 3 genuine attempts to contact the customer. Authenticate the customer and establish Proof of Record Ownership (PoRo) See Authenticating a Centrelink customer. If contact is: successful and consent is: provided, record consent in the CFT. Go to Step 4 not provided, go to Step 3 unsuccessful: level 1 complaints - follow process for unsuccessful contact in Level 1 - Manage complaints and feedback procedure ends here
3	Complaint is anonymous or customer does not provide their consent to contact the business on their behalf If complainant does not consent to their personal details being disclosed to the business, their details are to remain anonymous. If there are any compliance concerns raised in the complaint, send referral to Centrepay Compliance using the Level 3 Helpdesk Referral webform. Note: if more information is needed and customer details are available, contact the customer to confirm complaint will be actioned anonymously and then finalise the complaint. See Level 1 - Manage complaints and feedback. Procedure ends here.
4	Investigate and manage Centrepay complaint Businesses approved to use Centrepay must comply with the Centrepay Policy for Businesses and Centrepay: Terms of Use. See Resources for a link. Review the feedback to determine the complaint issue. Refer to Resources for frequently asked questions and answers about issues that may lead to a complaint about a Centrepay business. Investigate the complaint and address any program management issues. See References page for a link to the Centrepay Framework documents. Review: all notes in the CFT and any supporting documents the customer record and any related deductions. If a deduction is still in place, discuss this with the customer or nominee. If the customer wants to change or cancel a deduction, support the customer to do this using: self service payment line book an appointment at a service centre, or if the update is urgent and the customer is unable to, or unsuitable for self-service, refer to Immediate new claim and non-new claim priority processing to request the action required the business record Use the below steps to investigate both the customer and business record: Customer record Check the CFT and the Document List (DL) screen for any previous complaints the customer may have made about the business or any other information relating to the complaint Update the notes in the CFT as the complaint progresses. Only add details relating to outcomes for the customer in the CFT. Do not include any investigation and findings against the business Upload supporting documents to the customer record. See Attaching electronic documents to a Centrelink customer's record: Note: do not upload any documents relating to other customers or documents received from the business Go to the Payment Instruction Summary (PINS) screen and Payment Instruction History (PIHS) screen to investigate the complaint and determine: if the customer has a current deduction with the business if there appears to be any consent concerns. This may be indicated by the business continually restarting the deduction after the customer has cancelled it any other relevant information to investigate the complaint Business record Check the Document List (DL) screen for any previous complaints and the outcomes Check the Contract/Agreement summary page on !TPOCAS screen and the M3RV screen to view a history of the business’s assurance/compliance outcomes Check the Direct Deduction Record Selection (DDRS) screen to investigate customer deductions received by the business. To do this, on the DDRS screen: Code ‘C’ in the Deduction type field Code ‘DC’ in the Delivery Method field Enter customer CRN in the Customer CRN field Select [Enter], the Direct Deduction Summary (DDS) screen will show If more information is needed from the customer, go to Step 5. If sufficient information has been provided to start an investigation, go to Step 6.
5	Contact Customer Where more information or contact is needed with the customer For Level 2 complaints: Respond to the employee responsible for the management of the complaint, and Advise that more information is needed from the customer to conduct a Centrepay complaint investigation If the employee responsible for the complaint obtains and provides the required information, go to Step 6. For complaints managed by CBCT: Send a pre-call SMS if registered for this service, and Make 3 genuine attempts to contact the customer If contact is: successful: Authenticate the customer and establish Proof of Record Ownership (PoRO) Request the required information from the customer and discuss timeframes for the management of the feedback. Required information may include consent to provide the customer's contact details should an incorrect payment be identified Add relevant notes to the CFT following contact. When sufficient information has been received, go to Step 6 unsuccessful: Record all unsuccessful contact attempts in the CFT Continue investigation if appropriate and contact business if consent has been provided. If more information is needed and is unable to be obtained, or if consent cannot be established, follow the process for unsuccessful contact in Level 1 - Manage complaints and feedback. This may include an email or letter being issued to the customer requesting contact. Procedure ends here
6	Contact Business If a customer has provided their express consent to contact the business on their behalf, Centrepay Complaints team must attempt to call the business within 2 business days to discuss the complaint. Check if the business: has transitioned to Business Hub and access the Authorised Officer contact details by following the steps in Managing personnel and updating details in Business Hub has not transitioned to Business Hub, go to the Organisation Contact Summary (OSCS) screen to obtain contact details for the business’s Authorised Officer (AO) Note: if the business has already transitioned to Business Hub, make sure contact is with the user who is listed as an AO. See Managing personnel and updating details in Business Hub Successful contact Tell the business about the complaint received and confirm the best email address to request more information. Examples of information that may be needed include: proof of customer consent proof that the business is not passing on (or attempting to recover) the Centrepay transaction fee any other information or action as directed Using the Email – Centrepay notice issued template, complete and send a Centrepay RFI - Complaints asking the business to provide the relevant information discussed, within 5 business days. Upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record. Unsuccessful contact Using the Email – Centrepay notice issued template, complete and send a Centrepay RFI - Complaints to all the AO’s asking the business to provide the relevant information within 5 business days, to manage the complaint. For example: proof of customer consent proof that the business is not passing on (or attempting to recover) the Centrepay transaction fee any other information or action as directed Upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record. Note: a business must make documents or records available to the Agency within the timeframes directed by the Agency, as per Centrepay Policy, terms and guides. See References. Staff must monitor the team mailbox for a response. If: no response received on the day before the due date, go to Step 7 response received by the due date, go to Step 8 response not satisfactory or not received by due date, go to Step 9
7	Business has not responded and response is due the next business day If the business has not responded on the day before the due date: make an outbound call to the AO to discuss the notice and confirm the due date if the business requests an extension, staff must assess the request If an extension request: is received and approved: complete and send an Email - Centrepay Extension Request to confirm new due by date procedure ends here until the business responds or the due date has passed is not received and approved: complete and send an Email - Centrepay reminder procedure ends here until the due date has passed
8	Business response received by the due date If the business has responded to the request for information, specialist complaints staff must determine if the response is satisfactory. A satisfactory response would include, but not limited to, where: the business has provided sufficient information to resolve the complaint, and taken all appropriate actions as directed by the agency Note: if the business has responded but not provided all required information to resolve the complaint, this is considered unsatisfactory. Has the business provided a satisfactory response? Yes: If an incorrect payment has been identified, go to Step 14 If there are no identified incorrect payments, but compliance concerns or complaint cannot be resolved, go to Step 12 If there are no identified incorrect payments, and no compliance concerns, and complaint can be resolved, go to Step 17 No, and response is for an: Initial request for information notice, go to Step 9 Overdue Notice, go to Step 10
9	Business response is not satisfactory or not received by due date If the business has not responded by the due date or has not provided a satisfactory response: Using the Email – Centrepay notice issued, complete and send a Centrepay Overdue Notice to the relevant AO recorded on the business record. Allow 2 business days for a response Upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record When the business responds or specified timeframe advised in the letter ends, go to Step 10.
10	Centrepay Overdue Notice due date If the business has not provided a satisfactory response to the Centrepay Overdue Notice within the specified time frame contact the business AO to discuss the complaint and attempt resolution. If contact is: successful, go to Step 11 unsuccessful, if applicable: schedule a meeting via MS Teams using the Email - Centrepay interview request via MS Teams, complete and send the Centrepay interview request notice to the business AO upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record procedure ends here until scheduled interview go to Step 11
11	Interview scheduled or contact successful - conduct an interview During the interview, discuss the following: the complaint in detail what information the business must provide to resolve complaint any incorrect payments that must be returned to the customer any other points required as needed Go to Step 12.
12	Complaint cannot be resolved and/or there are compliance concerns If the complaint cannot be resolved and/or there are compliance concerns, does the matter meet an escalation reason and warrant escalation to Level 2? Yes, follow - Level 1 - Manage complaints and feedback. Make sure the CFT includes reason for escalation and detailed information about the investigation. Procedure ends here No, go to Step 13
13	Compliance concerns with a Centrepay business Compliance concerns may include, but not limited to: The business has not provided a satisfactory response The business has not acted in accordance with their obligations An incorrect payment has been identified, and the business has not actioned the return The business details are not correct (for example, ABN is not current) Has an incorrect payment been identified? Yes, go to Step 14 No, however compliance concerns have been identified or the complaint raised regulatory concerns: action a General Activity Review (GND) on the business record noting any issues found. See Actioning a review for Third Party Organisations (TPO) send a referral to Centrepay Compliance using the Level 3 Helpdesk Referral webform go to Step 17
14	Incorrect payment, excess credit or business has taken funds without consent If an incorrect payment is identified and this has not already been discussed with the business, contact the business AO to discuss the incorrect payment and the requirement for the funds to be returned to the customer within 10 business days. If not yet obtained and documented in the CFT, contact the customer to obtain consent to provide their contact details to the business. The business must contact the customer to obtain their nominated bank details to return any overpaid funds. Has the customer provided consent to provide their contact details to the business? Yes: Using Email – Centrepay notice issued, complete and send a Centrepay Incorrect Payments notice to the business. Allow 5 business days for the business to action the request and respond Upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record. The business must advise once the refund has been actioned Procedure ends here until refund is confirmed or the due date of the Centrepay incorrect payments notice Go to Step 15 No, if the customer does not consent to the business contacting them directly to return the incorrect payment or contact between the customer and business is not available, the agency may assist with returning the incorrect payment to the customer. See Centrepay overpayment recovery. Specialist staff must: send the internal referral template to NBG Centrepay Recoveries advising of action required Once NBG Centrepay Recoveries advises the funds have been returned to the customer, contact the customer to confirm receipt Go to Step 15
15	Return of incorrect payments to customer Has the business returned the incorrect payment to the customer or the agency, and the customer has confirmed receipt of these funds? Yes, go to Step 17 No, go to Step 16
16	Business has not responded and returned incorrect payment Select from the below options: NBG advises the business has not responded to their request to return the funds to the agency Contact the business AO to discuss the complaint and attempt resolution. Tell the business they must respond to NBG recoveries staff immediately If contact is unsuccessful, or the business does not action the request by NBG recoveries staff immediately, escalate via email to EL1/EL2 for next steps Procedure ends here until advice is received from EL1/EL2. Action as directed Business has not responded to the Centrepay incorrect payment notice Contact the customer to ask if the business has contacted them to return the incorrect payment If customer confirms the business has: returned the incorrect payment, go to Step 17 not contacted or returned the incorrect payment to them, tell the customer the investigation is still underway Contact the business AO to discuss the complaint and attempt resolution. Using the Email – Centrepay notice issued, complete and send a Centrepay overdue notice, allowing 2 business days If the business does not respond to the overdue notice, or if contact is unsuccessful, if applicable: schedule a meeting via MS Teams using the Email – Centrepay interview request via MS Teams, complete and send the Centrepay interview request notice to the business AO upload the notice to the business record on Document Tools and annotate the Centrepay Complaint DOC on the business Document List (DL) screen. See Attaching electronic documents to a Centrelink customer's record Procedure ends here until scheduled interview Has the business provided a satisfactory response, and can complaint be resolved? Yes, go to Step 17 No: Escalate via email to EL1/2 for next steps Procedure ends here until advice is received from EL1/EL2. Action as directed
17	Finalising the Centrepay complaint investigation Customer complaints are considered closed when the customer’s issue has been resolved. The complaint does not need to remain open while compliance issues are resolved with the business. Do not record: business compliance outcomes in the CFT. Record this information on the business record customer outcomes on the DOC on the business record. Record this information in the CFT The employee responsible for the complaint will finalise the complaint with the customer and within the CFT. Centrepay Complaints staff: Record details of the outcome in the Customer Feedback Register, which is stored locally Update notes to the complaint record in the CFT. Notes must be clear. The outcome that has been provided to the customer must be recorded. See Managing complaints and feedback for documenting customer feedback standards Annotate Centrepay Complaint DOC on the business Document List (DL) screen, confirming finalisation of complaint. Do not disclose any personal information of the customer If contact was made with a business during complaint investigation, using the Email - Centrepay notice issued, complete and send a Centrepay complaint outcome notice to the business AO Upload the notice to the business record on document tools and annotate the Centrepay Complaint DOC on the business Document List (DL). See Attaching electronic documents to a Centrelink customer's record Level 1 complaints - finalise the CFT entry, see Level 1 – Manage complaints and feedback Level 2 complaints – respond to the employee responsible for the management of the complaint and provide outcome details of the investigation undertaken by Centrepay complaints For all complaints about a Centrepay business where compliance concerns were identified, a General Activity Review (GND)would have already been coded on the business record at Step 13. For all other complaints, code a GND using option Event Recorded. Include: Details of the complaint Any actions taken by the agency and/or business Resolution See Actioning a review for Third Party Organisations (TPO). Note: if the customer asks for a written response to their complaint, escalate to Level 2, see Level 1 - Manage complaints and feedback.

Complaint received from an external Centrepay stakeholder

Table 3

For staff in the specialist Centrepay Business Complaints team.

Expand table

Step	Action
1	Complaint received directly from an external Centrepay stakeholder Centrepay complaints can be received directly from: stakeholders advocacy groups peak bodies External stakeholders may use email to lodge Centrepay complaints on behalf of customers. Each complaint must be recorded in the Customer Feedback Tool (CFT). Determine whether the external stakeholder is authorised to act on behalf of the customer. This determines whether to record the complaint on the customer's or organisation's record. See Nominees ,Disclosing information to third parties and Implied consent regarding third parties. The complaint must include at least one of the following documents: The letter of complaint to the agency, including what outcome the customer wants The letter of complaint to the business, and any other correspondence or evidence to remedy the complaint (if the complaint relates to a Centrepay business) A signed statement confirming the customer’s consent: for the stakeholder to provide information on their behalf, and to disclose personal information to the business (Note: specialist complaints staff must still contact the customer before recording the complaint in the CFT on the customer’s record) Any further documents referenced in the complaint, such as, ledgers, lease agreements or fee schedules If the customer does not want to be contacted, they must provide a signed Authorising a person or organisation to enquire or act on your behalf (SS313) form Is the external stakeholder authorised to represent the customer? Yes: Record the complaint in the CFT on the customer’s record. If authority is obtained through implied consent, include details, see Table 1 > Step 5 in Implied consent regarding third parties Go to Step 2 No: Do not access the customer’s record Do not link the feedback to the customer's record Contact the external stakeholder by phone or email to explain the agency is unable to provide any details about the customer's situation Encourage the third party to help the customer contact the agency to discuss their issues Inform the third party of the process to gain authority to enquire on the customer's behalf Procedure ends here
2	Linking documents to the Customer Feedback Tool (CFT) When the CFT entry is linked to: a customer record, documents can be uploaded using the Document Attachment tab an organisation record, documents cannot be attached to the CFT entry. Documents can only be uploaded via the Document Tools function in Workspace Note: if the feedback is anonymous, documents cannot be linked to the CFT entry.
3	Respond to the complainant within 2 business days The Centrepay Complaints team must respond to the complainant, acknowledging the receipt of the complaint within 2 business days and request more information if needed. If the complaint indicates a referral to a social worker or Financial Information Service (FIS) may be required, offer to refer the customer.
4	Investigate and manage the Centrepay complaint See Table 2.

Operational Information

Customer makes a complaint or provides feedback about Centrepay 103-09030080

On this page:

Customer complains about Centrepay or a Centrepay business

Complaint received about Centrepay or a Centrepay business

Complaint received from an external Centrepay stakeholder