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
• 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.

Access the Payment Instruction Summary (PINS) screen for current deductions or the Payment Instruction History Summary (PIHS) screen if the deduction is no longer current. Ensure the current system is the system of the payment from which the deduction was paid.

• 'S'elect the deduction being enquired about. 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
• Input specific dates, in consultation with the customer, to target the period required. Note: the maximum period for the date range is 3 years. If the customer requires periods of greater than 3 years, separate statements must be generated by changing the date range
• If deduction were paid across more than one payment type, a separate statement must be generated. Ensure the correct payment system is selected, as required

Discuss results of search displayed with customer and record the details on a DOC in the customer record.

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 a written advice of a Centrepay account statement?

• Yes, go to Step 3
• No, procedure ends here

Return to the PINS screen or the PIHS screen if the deduction is no longer current. Ensure the current system is the system of the payment 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
• Input specific dates, in consultation with the customer, to target the period required. Note: the maximum period for the date range is 3 years. If the customer requires periods of greater than 3 years, separate statements must be generated by changing the date range
• Input a Print Method: 'L' to print the statement to a local printer or 'C' to send it to central print which will be mailed or delivered to the customer's online letters inbox
• Press [Enter]
• If deduction were paid across more than one payment type, a separate statement must be generated. Ensure the correct payment system is selected, as required

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.

Record the details on a DOC.