Replacement payments 103-04040000
Expand allThis document outlines the process when a customer contacts Services Australia to advise that a payment has not been received or the payment destination is incorrect. In these circumstances the agency has a responsibility to ensure that the customer's payment is replaced.
Information regarding replacement payments
The links to the procedures below contain information on:
- making a replacement payment
- requesting that the payment be returned to the agency
- processing a payment that has been returned to the agency, or
- when a payment has not been returned from the financial institution
For customers who have payments made either via a third party or nominee, the replacement payment must be made to the nominee or third party unless specified otherwise by the nominee/third party.
Contents
Reissue a payment or cheque at a customer's request
Reissue a payment returned from a financial institution – includes deceased customers
Using the Payment Adjustment (PYAJ) screen
Request the return of a payment made to an incorrect recipient
Reissuing a group payment paid to an organisation in error
Immediate payment by payment method Electronic Benefits Transfer (EBT) card
Related links
Requesting refunds and raising debts for deceased customer
Protection of customer payments
Issue, reload or replace an Electronic Benefit Transfer (EBT) card