Recording an end date or target amount on a Centrepay deduction 103-09030060

A customer advises they wish to add, change or remove an end date on a Centrepay deduction. Customers can advise via their online account, using their Express Plus mobile app, over the phone, in person, or by requesting the Centrepay business make the deduction update on their behalf.

Note: an end date cannot be added if there is a target amount already in place.

Check nominee status

• Go to the Nominee Link Summary (NOLS) screen
• If an involuntary nominee arrangement exists, the Reason for arrangement field will show either:
• Court appointed
• Involuntary power of attorney

Does the customer have an involuntary nominee arrangement?

• Yes, go to Step 2
• No, go to Step 3

If the customer has an involuntary nominee arrangement, an end date can only be added, changed or removed with the nominee's permission.

Has the nominee approved the end date?

• Yes, go to Step 3
• No, proceed with this step

Contact the nominee

Contact the nominee (by phone) to obtain approval to commence updating the end date. Contact details can be found in the nominee’s record. If the nominee is an:

• Individual:
• go to the Telephone Details (TDS) screen > Telephone Summary table

Organisation:

• Organisation contact details cannot be viewed in Process Direct, see the Customer First subtab, In Customer First, go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number

If contact with nominee was successful

Does the nominee approve the end date?

• Yes, go to Step 3
• No:
• Tell the customer the request has not been approved by the nominee
• Record details of the contact on a DOC. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made
• Procedure ends here

If contact with nominee was unsuccessful

• Tell the customer contact was not able to be made with the nominee and the end date is unable to be coded without nominee approval. Advise the customer they must follow up directly with their nominee
• Record details of the contact on a DOC. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made or attempted
• Procedure ends here

• Yes,
• Enter START into the Super key
• Select the Centrepay deduction workflow
• Select the pencil icon under Action for the deduction which needs updating
• Contact method: enter By Phone or In person
• Change action: use dropdown to select reason
• End date: use calendar to add a new date (as nominated by the customer) to change the end date, or use today to remove the end date
• Exclude from letter: No
• Select Save
• Add Receipt date, Channel and Service Reason (for example, DSP, JSP)
• Select Assess to continue with the workflow
• Address any error or warnings on SWE and select Assess again
• Go to the Entitlement (ELD) and finalise the activity
• Add text to the Finalisation Note: example – amended/removed end date for Centrepay deduction for (organisation, deduction type and amount per fortnight)
• Select Finalise

If the Centrepay workflow is unavailable, try the Centrepay guided procedure in Customer First (see Customer First subtab). If both are unavailable, proceed to manual processing. Go to Step 4

• No, tell the customer the end date must be within the next 12 months

Note: to cancel the deduction immediately see Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here.

Enter PINS in Super key

The PINS screen lists all current and future deductions for the customer.

To identify if an existing deduction has an end date, check the End Date field.

Future deductions with be displayed with a YES in the Future action field.

Does the Centrepay deduction already have an end date?

• Yes, the current end date must be updated, go to Step 7
• No, a new end date is to be added
• For current deductions, go to Step 5
• For future deductions, go to Step 6

To end a current Centrepay deduction at a date in the future, an end date must be added to the deduction.

Use the pencil icon under Action for the deduction to update

On the Edit Deduction screen, update the following fields

• Start Date: use the calendar to enter today’s date
• End Date: use the calendar to enter the future date from which the cancellation is to take effect (as nominated by the customer)
• Instruction Amount $: leave as current amount
• Change reason: use the dropdown menu to select
• Select Save
• Enter Receipt Date, Channel and Service Reason and select Save

Go to Step 8.

Use the pencil icon under Action next to the deduction to update

On the Edit Deduction screen, update the following fields:

• End Date: use the calendar to add the new end date
• Instruction amount $: leave as current amount
• Change reason: use the drop down menu to select
• Exclude from letter: no
• Select Save
• Enter Receipt Date, Channel and Service Reason and press Save
• Go to Step 8

Customer wishes to change a deduction with a future end date, or remove the end date so the deduction continues to pay.

Use the pencil icon under Action for the deduction to update

On the Edit Deduction screen, update the following fields

• Start Date: use the calendar to enter today's date (if it is a future deduction leave the start date or update as requested)
• End Date: use the calendar to add the new end date or remove if no end date is required so the deduction continues to pay until a change in circumstances
• Change reason: use the dropdown menu to select
• Exclude from letter: no
• Press Save
• Enter Receipt Date, Channel and Service Reason and press Save
• Go to Step 8

To finalise the transaction in Process Direct:

While inside the transaction, select Assess

• address any error or warnings on SWE and press Assess again
• go to the Entitlement (ELD)
• add text to the Finalisation Note: example – update to current or future deduction end date, include organisation, deduction type and amount per fortnight
• Select Finalise

Due to Centrepay policy changes form 3 November 2025, some service reasons now have mandatory target amounts. An error will display indicating a target amount must be entered. For more information about service reasons with mandatory conditions, see Service Reasons table on Centrepay.

Target amounts are displayed by selecting entering PINS into the Super Key

Use the pencil icon under Action next to the relevant deduction to view the target amount.

When a target amount has been input, the system will start a tally of payments made from that date, this is the Target paid to date.

• To add a new target amount to an existing deduction, go to Step 2
• To change the current target amount go to Step 4
• To remove the target amount, but the deduction is to continue. In this case the deduction must be cancelled and restarted as new deduction without a target amount. See Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here
• To cancel the deduction immediately see Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here

Note: a target amount cannot be added if the deduction has an end date.

To add a new target amount to an existing deduction, run the Centrepay workflow.

Enter START into the Super Key.

Select the Centrepay deduction workflow

• Use the pencil icon under Action for the deduction to update
• Add contact method By Phone or In person
• Select Next

The Edit Centrepay deduction details screen will display

• Change action: Use the dropdown menu to select: Add/vary Target
• Target amount - add a $ amount nominated by customer
• Select Save
• Add Receipt Date, Channel and Service Reason and press Save
• Select Assess
• Address any error or warnings on SWE and press Assess again
• Go to the Entitlement (ELD)
• Select Finish
• Finalisation Note: will automatically record the details of the update made. Add any additional text
• Select Finalise

If the Centrepay workflow is unavailable, try the Centrepay guided procedure in Customer First (see Customer First subtab). If both are unavailable, proceed to manual processing. Go to Step 3.

Enter PIDD into the Super Key

Use the pencil icon under Action for the deduction to update

On the Edit Deduction screen, update the following fields:

• Start Date: key today's date (if it is a future deduction leave the start date or update as requested)
• End Date: must be left blank when entering a target amount
• Instruction Amount $: do not change unless the customer requests a different amount
• Target Amount $: update with requested target amount
• Change reason: key 'Target amount varied'. Note: if it is a future deduction (Start on a Future Date) will default
• Exclude from letter: no
• Select Save
• Add Receipt Date, Channel and Service Reason and select Save
• select Assess
• address any error or warnings on SWE and press Assess again
• go to the Entitlement (ELD)
• Select Finish
• Finalisation Note: add target amount for Centrepay deduction (organisation). Add any additional text
• Select Finalise

To change a target amount on an existing deduction, run the Centrepay workflow.

Enter START into the Super Key.

Select the Centrepay deduction workflow

• Use the pencil incon under Action for the deduction to update
• Add contact method By Phone or In person
• Press Next

The Edit Centrepay deduction details screen will display

• Change action: Use the dropdown menu to select Add/vary Target
• Target amount - add a $ amount nominated by customer
• Select Save
• Add Receipt Date, Channel and Service Reason and press Save
• select Assess
• address any error or warnings on SWE and press Assess again
• go to the Entitlement (ELD)
• Press Finish
• Finalisation Note: will automatically record the details of the update made. Add any additional text
• Press Finalise

If the Centrepay Guided Procedure or Centrepay workflow are unavailable, proceed with manual processing, go to Step 5.

• display

Enter PINS into the Super Key

Use the pencil icon under Action for the deduction to update.

On the Edit Deduction screen, update the following fields:

• Start Date: key today's date (if it is a future deduction leave the start date or update as requested)
• End Date: must be left blank when updating a target amount
• Instruction Amount $: do not change unless the customer requests a different amount
• Target Amount $: update with requested target amount
• Change reason: key 'Target amount varied'. Note: if it is a future deduction 'SFD' (Start on a Future Date) will default
• Exclude from letter: no
• Select Save
• Add Receipt Date, Channel and Service Reason and select Save
• select Assess
• address any error or warnings on SWE and press Assess again
• go to the Entitlement (ELD)
• Press Finish
• Finalisation Note: new target amount for Centrepay deduction (organisation). Add any additional text

Press Finalise.

Deductions with target amounts can be found on PINS.

Use the pencil icon for each deduction to view the Target Amount $: field.

The amount paid towards the target will show in the Target Paid To Date field and the balance will show under Target Balance Outstanding.

To view the deductions that have been made towards a target amount:

• Enter PIDH or PIDH into the Super Key
• the Payment Instruction Deduction History (PIHS/PIDH) screen will show the history of deductions by date and amount

A customer advises they wish to add, change or remove an end date on a Centrepay deduction. Customers can advise via their online account, using their Express Plus mobile app, over the phone, in person, or by requesting the Centrepay business make the deduction update on their behalf.

Note: an end date cannot be added if there is a target amount already in place.

Check nominee status

• Go to Workspace and select Nominee Information from the Personal heading, or go to the Nominee Link Summary (NOLS) screen
• Select the nominee. If an involuntary nominee arrangement exists, the Basis for Arrangement field will display as involuntary in the nominee's record on the Nominee Task Selector (NOTS) screen
• If the basis field is blank, select Nominee Relationship Summary (NORS)
• If an involuntary court appointed nominee arrangement is in place, the Reason field will display as either:
• Court Appointed (CRT), or
• Power of Attorney Involuntary (PAI)

Does the customer have an involuntary nominee arrangement?

• Yes, go to Step 2
• No, go to Step 3

If the customer has an involuntary nominee arrangement, an end date can only be added, changed or removed with the nominee's permission.

Has the nominee approved the end date?

• Yes, go to Step 3
• No, proceed with this step

Contact the nominee

Contact the nominee (by phone) to obtain approval to commence updating the end date. Contact details can be found in the nominee’s record. If the nominee is an:

• Individual:
• go to Workspace > Contacts, Accommodation & Rent and select Telecommunication Details
• Organisation:
• go to the Organisation Contact Summary (OSCS) screen. Select the radio button on the listed contact person and open the Contact Phone heading to display the phone number

If contact with nominee was successful

Does the nominee approve the end date?

• Yes, go to Step 3
• No:
• Tell the customer the request has not been approved by the nominee
• Record details of the contact on a Fast Note. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made
• Procedure ends here

If contact with nominee was unsuccessful

• Advise the customer contact was not able to be made with the nominee and the end date is unable to be coded without nominee approval. Advise the customer they must follow up directly with their nominee
• Record details of the contact on a Fast Note. Include the name of the nominee or the officer from the nominee's organisation with whom contact was made or attempted
• Procedure ends here

• Yes,
• run the Centrepay Guided Procedure, If the guided procedure is not available, try the Centrepay workflow in Process Direct (see Process Direct subtab). Select Vary Details to add, change or remove the end date. Procedure ends here
• if unavailable, proceed to manual processing. Go to Step 4
• No, tell the customer the end date must be within the next 12 months

To cancel the deduction immediately see Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here.

To identify if an existing deduction has an end date, go to the Payment Instruction Summary (PINS) screen. The PINS screen lists all current and future deductions for the customer. If the customer has future deductions these will appear under the Future heading

To identify a future change to a current deduction:

• Check the FUT ACT column. It will have a 'Y' displayed to indicate a future change to the current deduction
• 'S'elect the current or future deduction as required. Press [Enter]

The Payment Instruction Direct Deduction (PIDD) screen will present. Does the Centrepay deduction already have an end date?

• Yes, the current end date must be updated, go to Step 7
• No, a new end date is to be added
• For current deductions, go to Step 5
• For future deductions, go to Step 6

To end a current Centrepay deduction at a date in the future, an end date must be added to the deduction. Select the current deduction from the Payment Instruction Summary (PINS) screen and key the following fields:

• Start Date: key today's date
• End Date: key the future date from which the cancellation is to take effect
• Instruction Amount $: leave as current amount
• Change reason: key 'CIR' (Customer request CSC) or 'CWR' (Customer request Call Centre)'
• Key Source: DOR: and Action: key 'I' for Insert
• Press [Enter]

Go to Step 8.

Select the future deduction from the PINS screen under the Future heading and key the following fields:

• End Date: insert the requested end date
• Source: and DOR:
• Action: key 'C' to change

Press [Enter].

Go to Step 8.

Customer wishes to change a deduction with a future end date or remove the end date so the deduction continues to pay.

Select the deduction from the PINS screen and key the following fields:

• Start Date: key today's date (if it is a future deduction leave the start date or update as requested)
• End Date: overtype with the new end date or remove if no end date is required so the deduction continues to pay until a change in circumstances
• Change reason: key 'CIR' (Customer request CSC) or 'CCR' (Customer request Call Centre), if it is a future deduction 'SFD' (Start on a Future Date) will default
• Source: and DOR:
• Press [Enter].

Go to Step 8.

The Payment Instruction Summary (PINS) screen will be presented.

• Insert a 'Y' in the Finished?: field
• Press [Enter] to be taken to the Assessment Results (AR) screen to be finalised. The Activity List (AL) screen will then display
• Record details on a DOC

Due to Centrepay policy changes form 3 November 2025, some service reasons now have mandatory target amounts. An error E253PI will display indicating a target amount must be entered. For more information about services reasons with mandatory conditions, see Service Reasons table on Centrepay.

Target amounts are displayed by selecting entering PINS in Super Key

Use the pencil icon under Action next to the relevant deduction to view the target amount.

When a target amount has been input, the system will start a tally of payments made from that date, this is the Target paid to date.

• To add a new target amount to an existing deduction, go to Step 2
• To change the current target amount go to Step 4
• To remove the target amount, but the deduction is to continue. In this case the deduction must be cancelled and restarted as new deduction without a target amount. See Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here
• To cancel the deduction immediately see Starting, changing and cancelling a Centrepay deduction at the request of a customer. Procedure ends here

• To add a new target amount to an existing deduction, run the Centrepay Guided Procedure. If the guided procedure is not available, try the Centrepay workflow in Process Direct (see Process Direct subtab)
• Select Add/Vary Target from the Change Action menu and update the Target Amount field with the requested target amount and Finalise. Procedure ends here
• If the Centrepay Guided Procedure and Centrepay workflow are both unavailable, proceed to manual processing. Go to Step 3

Note: a target amount cannot be added if the deduction has an end date recorded.

Complete details on the PIDD screen with the following details:

• Start Date: key today's date (if it is a future deduction leave the start date or update as requested)
• End Date: must be left blank when entering a target amount
• Instruction Amount $: do not change unless the customer requests a different amount
• Target Amount $: update with requested target amount
• Change reason: key 'TAV', if it is a future deduction 'SFD' (Start on a Future Date) will default
• key Source:, DOR: and Action: key 'I' for insert
• press [Enter]

On the PINS screen:

• Key 'Y' in the Finished?: field
• Press [Enter] to be taken to the Assessment Results (AR) screen to be finalised. The Activity List (AL) screen will then display

Go to Step 5.

To change a target amount on an existing deduction, run the Centrepay Guided Procedure or Centrepay workflow.

Select Add/Vary Target from the Change Action menu and update the Target Amount field with the requested target amount and Finalise. Procedure ends here.

If the Centrepay Guided Procedure or Centrepay workflow are unavailable, proceed with manual processing below.

Access the Payment Instruction Summary (PINS) screen, select the deduction and press [Enter] to go to the PIDD screen.

On the PIDD screen:

• To change the target amount:
• in the Target Amount $: field, overstrike with the new target amount (this must be greater than the total amount paid to date that shows in the Total Dedns to date $: field)

Note: if the target amount is less than Total Dedns to date $: field, cancel the current deduction and input a new deduction with a new target amount

• always use today's date as the start date unless the deduction starts in the future
• update the Change Reason: field with a valid reason code using field help ('?') as required. If it is a future deduction SFD (Start on a Future Date) will automatically default
• Complete footer details and press [Enter]

On the PINS screen:

• Key 'Y' in the Finished?: field
• Press [Enter] to be taken to the Assessment Results (AR) screen to be finalised. The Activity List (AL) screen will then display

Record details on a DOC with full details of the new or changed target amount.

Deductions with target amounts can be identified on the Centrepay Deductions list within the Centrepay Guided Procedure by highlighting the deduction to view the Deduction Details, as well as on the PIDD screen by an amount in the Target Amount $: field.

The amount paid towards the target will show in the Target Paid To Date field and the balance will show under Target Balance Outstanding. Whilst on the PIDD screen the amount paid will show in the Target Dedns to date $: field on the PIDD screen while the balance is shown in the Balance Outstanding $: field.

To view the deductions that have been made towards a target amount:

• on the PIDD screen, key 'Y' in the View Deduction History: field and press [Enter]
• the Payment Instruction Deduction History (PIDH) screen will show the history of deductions by date and amount