Customer requests Centrepay account statement 103-09030010

Customer requests details about Centrepay deductions made on their behalf to a Centrepay Business.

Advise the customer they can access their deduction details using the following self-service options:

• Centrelink Online account via myGov
• Customers can view deduction details for up to the last 15 months by checking the Deduction Payments page within the Manage Deductions service
• Customers can request a Deduction Statement using the Request a Document service (which will issue to the customer's myGov Inbox if they get their Centrelink letters online)
• Express Plus mobile app
• Customers can view deduction details for the last 15 months by checking the Deduction Payments page within the Deductions service
• Customers request a Deduction Statement using the Statements service. Customers can choose to save, email or print the Deduction Statement from their mobile device
• Phone self-service
• Customers can request a statement to be issued in the mail

If the customer is unable to use or access self-service options, they can request a Centrepay account statement by:

• attending a Service Centre. The Centrepay account statement can be printed locally in the office or issued via central print
• calling the Smart Centre. The Centrepay account statement can be printed centrally and will be either mailed to the customer or delivered to the customer’s online letters (if they are subscribed to receive online letters)

The maximum period that can be displayed on the Centrepay account statement is 3 years. If the customer requires details of greater than 3 years they will need to request a separate Centrepay account statement for all other periods.

Note: Government Housing and Child Support deductions are not handled by Centrepay. The customer should request these statements directly from the appropriate state or territory housing authority or the Child Support Agency.

Go to Step 2

• To view and print a Centrepay deduction or account statement in Process Direct, go to Step 3
• To view a Centrepay deduction statement in Customer First, go to Step 4
• To print a Centrepay account or deduction statement in Customer First, go to Step 5

To view and print a Centrepay payment instruction deduction history details in Process Direct:

• Enter ‘PIHS/PIDH’ in Super Key field
• Select ‘View report’ The View deduction history screen will display

Note: the deduction history only shows payments made to a business. It does not show a deduction refunded by the business to the Centrelink customer.

• Enter delivery date from where customer advises a specific date
• Enter delivery date to where customer advises a specific date

Note: the maximum date range for the statement is 3 years. If the customer requires a statement greater than 3 years, change the date range and generate a separate statement.

• Select ‘Search’
• The deduction history results will appear
• Select Next
• Review the information with the customer and record the details on a Note in the customer’s record

Note: If deductions were paid across more than one payment type a generate a separate statement for each payment type. Make sure the correct payment system is selected

Does the customer require a written advice of the Centrepay account statement?

• Yes, select ‘Next’
• Select ‘Print method’, LOCAL or CENTRAL
• Press Print
• Select ‘Finish’
• No, procedure ends here

To view Centrepay payment instruction deduction history details in Customer First:

• Check the:
• Payment Instruction Summary (PINS) screen for current deductions
• Payment Instruction History Summary (PIHS) screen if the deduction is no longer current
• correct payment system is selected for the payment from which the deduction was paid
• 'S'elect the relevant deduction This will flow to the Payment Instruction Direct Deduction (PIDD) screen
• On PIDD, key 'Y' in the View Deduction History field
• Press [Enter] to go to the Payment Instruction Deduction History (PIDH) screen
• Check the required date range with the customer

Note: the maximum date range for the statement is 3 years. If the customer requires a statement greater than 3 years, change the date range and generate a separate statement.

• If deductions were paid across more than one payment type a generate a separate statement for each payment type. Make sure the correct payment system is selected
• Discuss the search results displayed with the customer and record the details in a Fast Note

Note: the deduction history only shows payments made to a business. It does not reflect a deduction refunded by the business to the Centrelink customer.

Does the customer require written advice of the Centrepay statement?

• Yes, go to Step 5
• No, procedure ends here

Return to the Payment Instruction Summary (PINS) screen or the Payment Instruction History (PIHS) screen if the deduction is no longer current. Make sure the current payment system is the correct payment system from which the deduction was paid:

• Key 'R' against the deduction being enquired about
• Press [Enter] to go to the Payment Instruction Deduction History (PIDH) screen
• Confirm the required dates with the customer. Note: the maximum date range for the statement is 3 years. If the customer requires a statement greater than 3 years, change the date range and generate a separate statement.
• Enter a Print Method:
• 'L' to print the statement to a local printer
• 'C' to send it to central print which will be mailed or delivered to the customer's online letters inbox
• Press [Enter]
• If deductions were paid across more than one payment type, generate a separate statement. Make sure the correct payment system is selected

Note: the deduction history only shows payments made to a business. It does not show a deduction refunded by the business to the Centrelink customer.

• Record the details in a Fast Note
• Procedure ends here