Skip to navigation Skip to content

Processing a returned payment 103-04040100

Expand/Collapse all sectionsExpand all


This document outlines instances where a customer, financial institution or third party may wish to return a payment due to it being received in error or because the customer objects to receiving the payment. This procedure details how to record these cash or cheque repayments.

Accepting returned payments and issuing receipts

Customers should be guided towards the following methods to make a cash payment:

  • Internet - The customer can make payments via the Money You Owe option online within a Centrelink online account or via Express Plus Centrelink mobile app. They can use a debit or credit card
  • BPAY® - The customer can make payments with BPAY® through their financial institution
  • Australia Post - The customer can make payments at any Australian post office or postal outlet
  • POSTbillpay - This is a phone or online payment made via Australia POSTbillpay
  • Mail - Mail a cheque to the Agency. Cheques are not a preferred payment option

Cash repayments should only be accepted where there is no other way for the customer to make the lump sum repayment, for example:

  • they do not have a credit or debit card and there is no Australia Post outlet nearby
  • the return is unsolicited and no payment reference exists to use preferred methods. This happens where the customer:
    • objects to receiving a payment they are legally entitled to
    • returns a payment to maintain eligibility for another payment (i.e. returning a COVID-19 Disaster Payment to claim a higher state-based payment)

Normal cash repayment procedures must be followed including recording of the receipt in ESSentials and updating the balance of the customer's advance in Manage Advances in Process Direct when a cash payment is received. The customer cannot repay more than the outstanding balance, for example: if the balance is $67.67, the customer can only pay $67.65 if paying by cash and will need to wait for the outstanding $0.02 to be repaid.

Receipts should be issued via ESSentials Production by staff with access to the system. A manual receipt should only be issued if a printed ESSentials Production receipt is not available.

  • If the repayment is for a debt, the repayment is receipted in ESSentials Production against that Debt ID. This will ripple back to the customer record and finalise the debt
  • In all other cases, the repayment is receipted in Essentials Production as an advance. A request must be sent to the Treasury Helpdesk to have the payment recorded as returned on the customer's record

The References page contains a link to the Corporate and Financial Policy for receipting public money.

The Resources page contains links to the Level 2 Policy Help Desk and contact details for the Treasury Helpdesk.

Reissue a payment returned from a financial institution

Returned payments and their effect on family assistance reconciliation

Protection of customer payments