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Payment Delivery > Centrepay compliance and complaints
Examples of enquiries, complaints or feedback that should be recorded and referred to the specialist Centrepay Business Complaints Team
Table 1: there are many reasons a customer may enquire about Centrepay or a Centrepay business. Some examples of the enquiries that should be recorded in the CFT and referred to the specialist Centrepay Business Complaints Team include, but is not limited to:
| Example | Description |
| 1 | Business starts, restarts or increases a Centrepay deduction without customer consent and authority. This includes where the business repeatedly does this after the customer suspends or cancels the deduction themselves. |
| 2 | Business is passing on the $0.99 Centrepay transaction fee or other excess charges to customers because they are using Centrepay. |
| 3 | Centrepay deduction was incorrectly paid to the business, and it has not, or will not, return the payment to the customer. |
| 4 | Customer advises a business refutes that it ever received Centrepay deductions from the customer or refuses to exchange the deductions for goods and services. |
| 5 | Customer needs the agency’s assistance to have excess credits or incorrect payments returned to them. This includes where the business will only offer to swap the credit for goods and services and won’t refund the customer. |
| 6 | Business continuing to receive payments from a current or past customer of the business, resulting in the customer’s account having excess credit. |
| 7 | Business may be unknown to the customer or customer unknown to the business, but deductions were paid to the business. |
| 8 | Business not meeting their obligations such as not helping customers, conduct that is contrary to the intent of Centrepay, conduct that is causing financial or other harm to customers. |
| 9 | Where a customer has concerns about the goods or services provided by a Centrepay business. The agency cannot directly intervene in these cases but can refer the customer to appropriate consumer regulators like the ACCC. |
Roles and responsibilities for general customer enquiries
Table 2
| Customer scenario | Centrelink Procedure/ Service Delivery | Specialist Centrepay Business Team | Level 2 | Self-service or Digital Coaching | myGov: where customer is registered and chooses to use the service to manage deductions |
| Online access or ICT issues For example, online display issues, customer requires digital assistance to action updates to deductions or to obtain a Centrepay deduction statement. | All staff can manage these enquires by following: First Contact Resolution - Complaints handling and | n/a | ONLY where staff identify an escalation reason is met. | Customers may benefit from a digital coaching appointment, see Appointment Based Service | Services Australia website: Set up Centrepay deductions - Centrepay - Services Australia Keep track of your Centrepay deductions - Centrepay - Services Australia |
| Complaints about a Centrepay business For example, incorrect payments, concerns about goods and services, business passing on the Centrepay transaction fee, suspected fraudulent activity by a Centrepay business. | Staff must follow First Contact Resolution - Complaints handling then record a complaint. Follow Customer makes a complaint or provides feedback about Centrepay Complaints and feedback index > C > Centrepay - Customer complaints about a Centrepay Business (CLK) | Receive the FYA email and investigate as per Customer makes a complaint or provides feedback about Centrepay | ONLY where staff identify an escalation reason is met. | If customer agrees or requires an Appointment Based Service | Services Australia website: Set up Centrepay deductions - Centrepay - Services Australia Keep track of your Centrepay deductions - Centrepay - Services Australia |
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Centrepay FAQs about complaints or feedback
Table 3: this table lists frequently asked questions and answers about issues that may lead to a complaint or feedback about Centrepay or a Centrepay Business.
| Item | Description |
| 1 | Can a Centrepay business pass the transaction fee to the customer? Centrepay businesses must not pass on the transaction fee or any other costs related to the use of Centrepay to customers. The agency has an assurance framework in place to make sure all alleged breaches of Centrepay Policy and Terms are examined and acted on as appropriate. Tell the complainant:
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| 2 | Is the customer required to use only Centrepay to pay for the goods or services provided by a participating Centrepay business? Centrepay is voluntary, and it is the customer’s choice to use the service or not. Businesses must have other payment options available for their Services Australia customers to use. If the customer indicates that the business is only allowing them to use Centrepay as a payment method, record a complaint in the Customer Feedback Tool (CFT). See the Process page. Tell the customer they will be contacted – depending on if they want to remain anonymous or not. |
| 3 | Does the Centrepay business need the customer's consent before they make a change to a deduction or restart a deduction? Yes, a business must have the consent of the customer before the business can:
The business must get consent from each customer via a Centrepay deduction authority form (SA501) before these changes are made. If approved, some businesses may be able to record customer's consent via an oral deduction authority. If a customer cancels a Centrepay deduction, this is evidence the customer has withdrawn their consent. A cancelled Centrepay deduction cannot be reinstated by the business until new consent is obtained from the customer via a Deduction Authority. Businesses do not require the customer's consent to suspend, cancel, reduce, or to add end dates to the customer's deduction, as this is acting in the customer's best interests. However, they must tell the customer before they do this, or as soon as practicable. If the customer indicates the business has started, restarted or increased the customers Centrepay deductions without obtaining consent or new consent, record a complaint in the Customer Feedback Tool (CFT). See the Process page. |
| 4 | Does the customer need the consent of the business before they start a deduction or make a change to an existing deduction? No. Centrepay is a voluntary service. Customers do not need to obtain the consent of the business before starting, cancelling or varying a deduction. However, if the customer cancels a deduction and monies are still owed to the business for goods or services, it is advisable the customer makes alternate arrangements to pay the business. Deductions, such as court fines and court infringements cannot be started or changed by the customer online or via the Express Plus Centrelink mobile app. Customers must contact the business. See Starting, changing and cancelling a Centrepay deduction at the request of a customer. If the customer indicates that the business is requesting the customer obtain consent from the business to make changes to their Centrepay deductions, record a complaint in the Customer Feedback Tool (CFT). See the Process page. |
| 5 | What does the customer need to do if an incorrect payment has occurred? See Centrepay deduction is not received or is incorrect and Centrepay overpayment recovery. If the incorrect payment was a result of the customer not providing consent, treat as a complaint and record in the Customer Feedback Tool (CFT). See the Process page. |
| 6 | What will happen if the customer has outstanding amounts owed to the business due to cancelled, suspended or reduced deductions? Where a payment has not been released in full, check Mandatory deductions will be made before voluntary deductions. A Centrepay business can only collect arrears through a Centrepay deduction where the customer has provided consent. The agency is not responsible for any outstanding amounts that might be owed. The customer must speak to the business to make alternative payment arrangements for the amounts owed. Customers may be vulnerable and require additional support to resolve their concerns. If the complaint indicates a referral to a social worker or Financial Information Service (FIS) may be required, offer to refer the customer. Further referrals to external parties may also be offered. If the customer believes that extraordinary circumstances exist and the change to deductions was outside of their control and they would like to make a complaint, record a complaint in the Customer Feedback Tool (CFT). See the Process page. |
| 7 | Is the business required to keep personal information of Centrepay customers private? Businesses must securely store all information they receive from the agency and comply with all privacy laws. Deduction Authorities must be retained by the business for a period of 2 years after the last deduction has been made. The customer can find more details about the Australian Privacy Principles at the Office of the Australian Information Commissioner's website. If the customer has concerns or identifies that the business is not adhering to the Australian Privacy Principles, record a complaint in the Customer Feedback Tool (CFT). See the Process page. |