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 at a customer's request
Reissue a payment returned from a financial institution
Replacing payment made to a deceased customer where payment was returned from financial institution
Replacing cheque payments at a customer's request
Replacing an Electronic Benefits Transfer (EBT) card at a customer's request
Electronic Benefits Transfer (EBT) card with a residual balance
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