Business makes a complaint or provides feedback about Centrepay 103-25111801

A Centrepay business is an individual or organisation that has an agreement with Services Australia to use Centrepay for an approved Centrepay service reason. For the purposes of this procedure, it may also include businesses that have lodged a Business Application to use Centrepay.

Businesses must meet obligations when using Centrepay. They must comply and act in accordance with the

• Centrepay: Terms of Use
• Centrepay: Policy for Businesses

Businesses looking to apply for Centrepay can visit the Services Australia website. See Resources for a link.

The Centrepay for Businesses team provides ongoing support for organisations that are looking to apply or are registered to participate in the Centrepay program. Businesses can contact them by email or phone. See Table 2 in National Business Gateway.

From the 3 November 2025, the approval of a business to use Centrepay is subject to the:

• Centrepay: Terms of Use
• Centrepay: Policy for Businesses

These are also referred to as the Centrepay contract.

See the Resources page for a link to the Centrepay policy, terms and guides.

How a business complaint is handled, depends on whether it is a:

• general complaint or feedback, or
• complaint about the Centrepay contract, as per clauses:
• 18.4 of the Centrepay: Terms of Use
• 4.1 of the Centrepay: Policy for Businesses

Refer to Identifying and establishing the reason for the enquiry about Centrepay for more details.

Centrelink Business Online Services (CBOS) migration to Business Hub

Businesses who access Centrepay in Centrelink Business Online Services (CBOS) will be required to migrate to Business Hub soon.

While the migration is taking place, some users of Centrepay may make enquiries using:

• CBOS, or
• Business Hub

From 3 November 2025, once a business has been approved to use Centrepay they will need to register for Business Hub.

Business Hub is a secure online service for registered businesses and third party organisations. Information on how businesses register for Business Hub can be located on the Service Australia website. See the Resources page for a link.

For help with these enquires, see Centrelink Business Online Services and Business Hub.

A business may have a complaint or feedback that:

• is general in nature, or
• relates to a Centrepay contract decision the agency has made

It is important for staff to identify and carefully consider which reason the complaint or feedback relates to as they involve different actions, processes and responses.

General complaint or feedback about Centrepay

These may be about:

• The accuracy or completeness of information available about Centrepay on the agency’s website
• Suggestions on how Centrepay can be improved for businesses and customers
• The actions or conduct of:
• a customer using Centrepay
• another Centrepay Business

Complaint about the Centrepay contract

These may include:

• A decision the agency made about the business's application to use Centrepay
• Adding, changing or removing of contract conditions on the business (including mandated ones)
• Imposing an additional condition
• Suspending or terminating the contract
• Centrepay transition arrangements from 3 November, including transaction fees

The Service Officer who receives a Centrepay complaint must:

• attempt to resolve the complaint using First Contact Resolution - Complaints handling principles, and
• record the complaint and the outcome/action undertaken in the Customer Feedback Tool

Staff must refer to Complaints and feedback index > C > Centrepay - Business makes a complaint about Centrepay for information on how to record and manage these complaints.

The agency aims to finalise and respond to complaints within 10 days. See Level 1 - Manage complaints and feedback.

Complaints that require significant investigation may take longer.

Do not record these complaints in the Customer Feedback Tool (CFT).

Where a business complains about a Centrepay agency decision, the business should lodge the complaint as directed in the notice issued to them.

• Businesses should lodge a written complaint within 10 business days to the address listed in their decision notice
• The agency will take reasonable steps to investigate and provide an outcome within 20 business days after receiving the complaint, or the business provides further requested information (whichever is later)