Centrepay business notifies of changes 103-09010070

Request to add or update a business’s ABN can be requested verbally or in writing from either an Authorised Officer or Contact Officer and must be referred to the Centrepay Compliance and Complaints Team (CCC) for action.

• Create a Level 3 Helpdesk Referral
• Add a Fast Note on the business record advising a Level 3 Helpdesk request has been submitted, with the details of the request and upload any relevant supporting information on the business record via Document Tools
• Procedure ends here for Centrepay for Businesses Team

For the Centrepay Compliance and Complaints Team (CCC).

Does the business have a new ABN?

• Yes,
• The business is to lodge a new Centrepay business application (SA389). Tell the business to go to Services Australia’s website and search for Centrepay Business, which explains the process of lodging a new business application
• DOC the business record with the details
• If advice was received by email, make sure this has been uploaded to the business record
• As a new CRN is needed, end the existing Centrepay contract. Procedure ends here
• No, the business has advised the ABN listed on the record has been recorded incorrectly, go to Step 3

• Check the ABN lookup website to confirm the ABN details match and upload a copy to the business record
• In the business record, go to the NU screen
• To insert an ABN, key the details on a new line
• To correct an existing ABN, key 'C' beside the existing line and overstrike details as needed
• Key 'ABN' in the Organisation/Type: field
• Leave the Env: field blank
• In the Reference Number: field, key in the valid ABN for the business
• Complete the Source: and DOR: fields
• Key 'AR' in the Nxt: field, and press [Enter]
• Update the Registration and Access Management for Business (RAMB) system with the new ABN details
• ‘D’ – Delete any ABNs that should not be there. For example, ABN coded for another business by mistake

The activity will be completed and finalised on the Activity List (AL) screen. Procedure ends here.

Business Name: Changes to a business name must be received in writing from the Authorised Officer and scanned to the business record.

Trading Name: Changes to a business’s trading name can be received verbally from any contact recorded on the business record.

All requests must be referred to the Centrepay Compliance and Complaints (CCC) Team to action.

• Create a Level 3 Helpdesk Referral
• Add a Fast Note on the business record advising a Level 3 Helpdesk request has been sent, with the details of the request
• Upload any relevant supporting information on the business record through Document Tools

For Centrepay Compliance and Complaints (CCC) Team.

A new business application and/or new consent for customers is not required where the business is advising the following updates:

• changes to the Authorised contacts or contact details of the business
• The business bank account has changed and there have been no other business changes
• changes in shareholders – (new business application required for change of Directors)
• changes to trading location

All other changes require a new business application, new CRN and new consent for customers.

Note: existing businesses who are required to lodge a new business application are no longer able to retain the existing CRN, a new CRN is required.

Does the business need to lodge a new business application?

• Yes,
• Tell the business a new business application will be needed. Ask the business to download the Centrepay – Business application form (SA389) from the Services Australia website
• DOC the business record with the details
• If advice was received by email, make sure this has been uploaded to the business record
• As a new CRN is required, end the existing Centrepay contract Procedure ends here
• No, go to Step 3

The requested business name must match the entity name recorded for the business on the ABN lookup, unless the business is a trust. To code a trust, use the name of its trustee, for example Smith PTY LTD ATF the Smith Family Trust. See Legal entities information for details on correctly coding a Business name.

• Select the name to be updated (business or trading), this expands the name details section
• Key the Organisation Name: field with the correct business/trading name
• The DOE: field and DOR: field are to be coded with the relevant dates and the Source: field coded with relevant option
• Select Save button, then select Continue

The activity will be completed and finalised on the Activity List (AL) screen. If there was no change in legal entity, send the Centrepay business update letter to the business. Procedure ends here.

All changes to a business’s bank account must be requested in writing from an Authorised Officer.

The written request must contain:

• the business name
• the new bank account details including:
• account name
• BSB and
• account number
• the date on which the new account will be operational
• reason for the change. Note: it is important to make sure there has been no other changes, such as a change in ownership

Before making the update, call the Authorised Officer using contact details recorded on the business’s record, to confirm the:

• change is not due to the sale of the business, change of business structure or ABN, and
• bank account details verbally

Note: payments that take 2 days to deliver, for example pension payments, which have been stripped the business day before the change, will still deliver to the previous bank account.

Was contact successful after 2 genuine attempts?

• Yes, go to Step 4
• No, go to Step 2

• Send a request for contact email to all Authorised Officers on the business record requesting contact to the staff member’s direct phone number. Allow 5 business days to respond
• Code a GND review to manage the activity on the record
• Procedure ends here until 5 days have elapsed

Has an Authorised Officer responded within 5 business days?

• Yes, go to Step 4
• No, go to Step 3

Do not update the bank account as bank account updates can indicate a change in entity

• Send a Centrepay reminder email to the business via email giving them a further 5 business days to respond
• Code a GND review to manage the activity on the record

Did an Authorised Officer respond to the reminder notice within 5 business days?

• Yes, go to Step 4
• No, go to Step 10

Ask the Authorised Officer about the changes to the business.

If:

• the bank account has changed because there have been changes to business structure/ABN/sale of business, go to Step 8
• only the bank account has changed
• Ask the Authorised Officer for the BSB, account number and account name of the new bank account

Do the details provided, match the written response?

• Yes, go to Step 5
• No, go to Step 9

• Go to the Org Service Bank Summary (OSBS) screen
• Select the line with the bank details to be updated. Press [Enter].

If the business is approved for more than one service reason, the OSBS screen will display bank account details for each service reason. Each service reason can have a separate bank account. The Service Officer can also group service reasons to hold one bank account. If multiple bank accounts exist and need multiple updates, each service reason must be selected separately.

Do not end date the old bank account details. If an end date is added, any customers with current deductions to the business for that service reason will be unlinked and the deduction cancelled.

New bank account details can only be added on the day they are effective for example. today’s date. Past or future dates cannot be entered.

• If details are present, overstrike start date with today's date
• Key the 'BSB' of the bank into the Financial Inst Code: field, the FI Type Code: field will automatically prepopulate
• The bank account number is input into the Account Number: field, with the relevant account name and abbreviated name, input into the Abbrev Account Title: field and Account Title: field
• DOR: field is coded with the relevant date, the Source: field coded with relevant option and the Action: field coded with 'I' for 'Insert'

The activity will be completed and finalised on the Activity List (AL) screen. DOC the business record with the details of the update or annotate the existing DOC if appropriate.

Send the business a Centrepay business updates letter.

Finalise the GND review if applicable.

Procedure ends here.

• Tell the Authorised Officer that the bank account details cannot be updated
• Send a bank details email to all current Authorised Officers to notify the bank account details cannot be updated until verbal confirmation matches the written request

Procedure ends here.

• Tell the business a new business application is needed. Ask the business to download the Centrepay – Business application form (SA389) from the Services Australia website
• DOC the business record with the details
• If advice was received by email, make sure this has been uploaded to the business record
• As a new CRN is required, end the existing Centrepay contract

Procedure ends here.

Escalate to Program Support Manager or EL1 by email to consider next steps. This may include further notices such as:

• a warning notice or
• further compliance actions

Procedure ends here.

A change to a business’s physical or postal address can be requested verbally from any contact recorded on the business record.

• Select the relevant address to be updated (physical or postal) and select Continue
• Input the required start date in the Start Date: field

Update using the Update address using rapid entry option:

• Key the business's suburb or postcode into the Suburb or Postcode: field
• The Street Address: field will appear, a selection of addresses to choose from will show once part of the address is added. Once the correct address is selected, the other address fields will prepopulate
• Key the DOR: field with the relevant date and the Source: field coded with relevant option. Select Continue

Update using 'Enter non-Australian address' option:

• Key all address details, such as street address, town/suburb, state, postcode, and country
• Key the DOR: field with the relevant date and the Source: field coded with relevant option. Select Continue

The activity will be completed and finalised on the Activity List (AL) screen. DOC the business record with the details of the update or annotate the existing DOC if appropriate. Send the Q848 letter (change in circumstances) to the business.

Find out if the business uses Centrelink Business Online Services (CBOS) or Business Hub.

In Process Direct:

• select the Business Hub Access Management tile
• in the ID type field, select Organisation CRN
• key the Organisation CRN into the ID field
• select Search
• select View to see the Organisation Profile
• check the roles displayed under Business Functions

Go to Step 2.

Does the Centrepay business role display?

• Yes, the business is registered for Business Hub. See Table 6
• No, the business is registered for CBOS. See Table 8

Check if the user is listed as an Authorised Officer in Business Hub for Centrepay.

• Select the Personnel tab. This displays:
• all personnel (staff) connected to the business
• Authorised Officers in the Roles column

Is the user an Authorised Officer?

• Yes, go to Step 2
• No, tell the user they need to speak with an Authorised Officer listed to get access to services. Procedure ends here.

Tell the Authorised Officer they are responsible for making updates to user access using the Manage Personnel feature in Business Hub.

In limited and exceptional circumstances, staff can make updates to Authorised Officers for businesses that use Business Hub when:

• when Business Hub is unavailable
• no Authorised Officer is recorded, or
• the only Authorised Officer recorded has left the business or passed away

Note: Services Australia staff do not make updates to Contact Officers or Access Managers for Business Hub.

Does an exceptional circumstance exist, and agency staff need to make the update for an Authorised Officer?

• Yes, see Table 7
• No, the business must self-manage staff access in Business Hub. Go to Step 3

The Authorised Officer must log into Business Hub:

• From the homepage header, select Organisation
• Select Manage Personnel from the list

To give a user access:

• select the +Add Person tile
• key in Surname
• key in Registration Authorisation (RA) number received at PRODA registration
• select Next

To edit user roles:

• select the edit icon
• check and uncheck the required user roles
• add or update a work number
• add or update an email address
• select Submit

To remove a user:

• select the trash icon. This will remove their association with the business

Note: all businesses in Business Hub must have at least one Authorised Officer. If there is only one Authorised Officer listed, the Authorised Officer must give the role to someone else before they can remove it otherwise an error will display. The same person can be both an Authorised Officer and a Contact Officer.

Details flow through to the Organisation Contact Details (OSCD) screen when an Authorised Officer or Contact Officer is added, updated or removed (end dated) by an Authorised officer in Business Hub or Business Hub Access Management in Process Direct.

Details on how to use the Manage Personnel feature from Business Hub are on the Services Australia website. See Resources for a link to the webpage.

Note: details flow through to the Organisation Contact Details (OSCD) screen when an Authorised Officer or Contact Officer is added, updated or removed (end dated) by an Authorised officer in Business Hub or Business Hub Access Management in Process Direct.

To:

• add the Authorised Officer role to a user, go to Step 2
• remove the Authorised Officer role from an existing user, go to Step 4
• remove a user entirely, go to Step 5

Send an email to the person that has been nominated to be added as an Authorised Officer, using the Centrepay - Confirmation of Authority to Act email.

The person must respond by email within 10 business days to accept the declaration and confirm they understand their responsibilities as an Authorised Officer.

If a response is received, and the Authorised Officer role will be added to a:

• new user, go to Step 3
• existing user, go to Step 4

If a response is not received within 10 business days, email the person to advise that no updates will be made. Create a DOC on the record. Procedure ends here.

In Process Direct via the Access Management tile:

• Select Add Person
• Key the surname and PRODA Registration Authorisation (RA) number in the relevant fields
• Select Verify, then Next
• Enter a work number
• Select Authorised Officer - Confirmation
• Select Save

Go to Step 6.

In Process Direct:

• Select Edit next to the relevant user
• To add access, select the checkbox for Authorised Officer role
• To remove access, unselect the checkbox for Authorised Officer role
• Select Save

Go to Step 6.

A business may need to remove an Authorised Officer for several reasons. For example, the employee:

• has left the business, or
• has changed roles and no longer needs access to Centrepay

To remove an existing Authorised Officer

In Process Direct, select:

• the Remove icon next to the relevant user. A warning shows to ensure the correct user is selected
• OK to confirm

To remove the last Authorised Officer listed

In Process Direct:

• lodge a mySupport to request
• state the reason, for example, the business ceased operating and no longer needs Business Hub access

ICT will remove the last user and the business from Business Hub.

Go to Step 6.

In the organisation’s record, include the following on a DOC, the:

• action taken
• users:
• full name
• role within the business
• work phone number
• access role(s) requested and/or removed
• reason the organisation could not self-manage their access

Requests to add a new Authorised Officer must be received in writing from a current Authorised Officer.

If the business does not have a current Authorised Officer, the written request must be from a person who has the legal authority to act on behalf of, and legally bind, the business in respect of Centrepay matters.

Requests to add a new Contact Officer may be received in writing or verbally from a current Authorised or Contact Officer.

For more information on requirements for businesses, see Centrepay: Policy for Businesses.

In Customer First, Authorised Officers and Contact Officers for Centrepay show on the Organisation Contact Details (OSCD) screen, on the business’s Customer Reference Number (CRN).

At least one Authorised Officer and one Contact Officer must be recorded. The same person can be both an Authorised Officer and a Contact Officer.

A person listed on the OSCD screen who does not have Authorised Officer in the Position field for Centrepay is to be treated as a Contact Officer.

If multiple entries display on the Org Service Contact Summary (OSCS) screen for a person, and:

• the Authorised Officer role is one of the entries, keep the Authorised Officer role and end date all other entries
• the Authorised Officer role is not one of the entries, keep the Contact Officer role, and end date all other entries

Has the request been received from an appropriate person?

• Yes, go to Step 7
• No, go to Step 2

Make 2 genuine attempts to contact the business by phone to discuss their request.

Is contact successful?

• Yes, go to Step 3
• No, go to Step 4

For Authorised Officer updates

• tell the business the request must be made in writing from a person who has the legal authority to act on behalf of, and legally bind, the business in respect of Centrepay matters. Ask them to provide this within 5 business days
• code a GND review to manage the activity on the record
• Procedure ends here until time lapses or written request provided. Go to Step 4

For Contact Officer updates

Can the details be obtained by phone?

• Yes, updates obtain the required details from a current Authorised Officer or Contact Officer. Go to Step 7
• No, go to Step 4

• Send an Information request notice to all Authorised and Contact Officers on the business record. Allow 5 business days to respond
• Code a GND review to manage the activity on the record

Procedure ends here until time lapses or contact is made. Go to Step 5.

Did an appropriate person respond within 5 business days with the required details?

• Yes, go to Step 6
• No,
• send a reminder notice to the business via email giving them a further 5 business days to respond
• extend the due date of the GND review to manage the activity on the record. Go to Step 6

Did an appropriate person respond to the reminder notice with the required details?

• Yes, go to Step 7
• No, escalate to Program Support Manager or EL1 by email, to consider next steps. This may include further notices such as:
• a warning notice or
• further compliance actions

Procedure ends here.

To:

• add a new Authorised Officer or Contact Officer, go to Step 8
• modify details of an existing Authorised Officer or Contact Officer, go to Step 9
• remove an Authorised Officer or Contact Officer, go to Step 10

• On the Org Service Contact Summary (OSCS) screen, press Add Contact to go to the Organisation Contact Details (OSCD) screen
• On the OSCD screen, add the contact details
• In the Position field, clearly identify the contact person’s role. If adding an Authorised Officer, select this from the dropdown list
• Add their title/position as free text in the Notes field. For Contact Officers, choose the role from the dropdown list or type in the free text field
• List all relevant Service Reasons
• Select Save and then Continue to go to the next page
• Add the contact phone number

Go to Step 11.

• On the Org Service Contact Summary (OSCS) screen > Summary of contacts, highlight the radio button next to the contact person to be modified
• select Modify Contact to go to the Organisation Contact Details (OSCD) screen
• On the OSCD screen, update the contact details
• In the Position field, make sure the person’s role is clearly identified
• If updating an Authorised Officer, make sure this is selected from the dropdown list and add title/position as free text
• For Contact Officers, make sure they have an appropriate role selected from the dropdown or type in the free text field
• Select Save and then Continue to go to the next page where you can change the contact phone number if required

Go to Step 11.

• On the Org Service Contact Summary (OSCS) screen > Summary of contacts, highlight the radio button next to the contact person to be modified
• select Modify Contact to go to the Organisation Contact Details (OSCD) screen
• On the OSCD screen, update the contact details
• Enter a date in End date
• Select Continue

Go to Step 11.

• Key 'AR' in the Nxt: field, and select Continue or press [Enter]
• Finalise the activity

The activity will be completed on the Activity List (AL) screen.

Go to Step 12.

In the organisation’s record, include the following on a DOC:

• action taken
• users:
• full name
• role within the business
• work phone number
• access role(s) requested and/or removed

Finalise GND review if applicable.