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Replacement payments 103-04040000



This 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

Reissuing a rejected payment

Processing a returned payment

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

Changing payment destination

Requesting refunds and raising debts for deceased customer

Protection of customer payments