Cancel my current payment online 133-19071919

The customer is eligible to use the Cancel my current payment service if they:

• are current on Youth Allowance (YA), Austudy, JobSeeker Payment (JSP) or Tertiary Access Payment (TAP)
• do not have a nominee arrangement
• are not income managed (unless in an income management exemption period), and
• do not have a partner on an income support payment. This does not apply to TAP
• are not serving a waiting period

Is the customer eligible to use the Cancel my current payment service?

• Yes, go to Step 2
• No, for manual cancellation processes, see Cancellation of payments (CLK). Procedure ends here

• Yes, the customer will be asked 'Which payment would you like to cancel?' The system will show TAP and YA. The customer can only choose to cancel one payment at one time. Go to Step 3
• No, go to Step 3

Customers access the Cancel my current payment service in their Centrelink online account from the Payments and claims > Manage payments desktop (top of page) or left menu of their Centrelink online account.

On the Cancel my payment page, the customer sees a message specific to their payment type. For information about payment-specific messages, see Table 2.

The customer selects Begin to continue.

The customer is asked if they are sure they want to cancel their <payment type>.

The customer needs to select:

• Yes to confirm, or
• No, then Return home to go back to their online account homepage

When the customer selects Yes, the following message will show (excludes TAP):

'Cancelling your payment may affect other payments you get, including Rent Assistance, Family Tax Benefit and Child Care Subsidy. Your concession card may also be cancelled.

If you want to discuss your payment options, please contact us.

If you require financial help in the future you will need to submit a new claim. Waiting periods may apply.'

Select Next > Continue to proceed.

The customer needs to select Begin to review the details they have provided and accept the declaration.

The details they provided will show. They can select either:

• Edit to make any changes
• Next if the details are correct and they want to proceed

A declaration will show:

• 'I declare that: the information I have given is correct.
• I understand that: Once I cancel my payment, if I require financial help in the future I will need to submit a new claim. Waiting periods may apply.'

The customer needs to select I accept the declaration, then Submit.

The date of effect for the cancellation will be the date the customer submits their cancellation request.

The Receipt section provides:

• the outcome of the customer's cancellation request
• a receipt ID and the transaction date/time stamp

It also shows one or more of the following messages:

• Your payment has now been cancelled. Shows when the automatic cancellation is successful
• In order to receive any outstanding partial payment please report your employment income immediately. Shows when the customer is a statement reporter required to report their employment income
• Your payment has now been cancelled. Shows if the payment has been successfully cancelled as Client Request (CLR)
• Your payment cannot be cancelled online right now. We need to assess the update before it can be applied to your record. We will let you know once your payment has been cancelled. We apologise for any inconvenience. Shows if the system cannot automatically finalise the cancellation and a manual hand-off occurs
  Note: a work item will be created for a Service Officer to action. See:
  • Cancellation of payments for Austudy and Youth Allowance (YA) students and Australian Apprentices
  • Cancellation at customer's request of JobSeeker Payment (JSP) or Youth Allowance (YA) (job seeker), or
  • Tertiary Access Payment (TAP)

The Next steps section shows the following message:

'If you are receiving Family Tax Benefit or Child Care Subsidy, you must update your income estimate within 21 days or these payments may stop.'

From the Receipt page, customers can select either:

• Return home to go back to the homepage
• Save your receipt to keep a copy of the receipt

If the customer signs in again and accesses the Cancel my current payment service before the cancellation is manually finalised by a Service Officer, the following message shows:

'Your Cancellation is in progress

Your request is being reviewed by a service officer. Once it has been finalised, we'll let you know.'