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Replacing cheque payments at a customer's request 103-04040040

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This document outlines the process where a customer may request a replacement cheque if their original cheque was not received, lost or not presented. From 1 January 2016, Services Australia has removed cheques as a payment option for Centrelink payments (except for international customers).

Replacing cheque payments at a customer's request

Step

Action

1

Replacement payment application + Read more ...

Note: where the term customer is used, follow the steps below if a request is received from a nominee or third party.

Services Australia has not issued Centrelink payments by cheque since January 2016.

If the payment destination on the Payment Summary (PS) screen shows a cheque, the customer has not been issued this payment. They must supply direct credit (financial institution) account or payment nominee details to reissue this payment.

If direct credit details are not supplied within 28 days of coding the direct credit exemption, the payment will suspend.

If the customer:

2

Customer is returning an original cheque to Centrelink + Read more ...

The cheque is now a stale cheque, as it is more than 15 months old.

See:

  • Official Cheques link on the Finance Quick Guides
  • Follow the Reissue of Stale Cheques procedure in the ‘Banking, Cheques and Cash Management Quick Guide’.
  • For confirmation of stale cheques older than 15 months that have been issued via SAP, contact the Treasury Helpdesk via email with the following details: Cheque Number, issued date, amount and the Payee name.

The Resources page contains a link to the Finance Quick Guide and the Treasury Helpdesk page. Procedure ends here.

3

Customer advises they have not received their cheque payment + Read more ...

Tell the customer the agency has not issued payments by cheque since January 2016.

Check the customer's Payment Destination screen to see how the payment has been issued.