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

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This document outlines the action to take when a business makes a complaint or provides feedback about Centrepay.

On this page:

Business makes a complaint or provides feedback about Centrepay

General business complaint or feedback received about Centrepay

Business complaint received about a Centrepay contract or agency decision

Business makes a complaint or provides feedback about Centrepay

Table 1

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Step

Action

1

Managing aggression

If a business or organisation representative is aggressive or displays unreasonable behaviour:

Address the behaviour per the customer aggression response guidelines, then:

  • continue managing the complaint issue
  • give the business/organisation a resolution

Written feedback containing obscene or offensive content

Disengaging with a person because of the use of obscene or offensive written feedback may trigger more escalation. Therefore, if written feedback has obscene or offensive content, still address the feedback issue/s.

Contact the business/organisation to discuss the issues raised. Tell them of the agency's behavioural expectations, this includes written feedback.

For help with de-escalation see Telephone Standards and Customer aggression - response.

2

Initial contact

If the person is a customer, nominee or a third party organisation acting on behalf of a customer, this process does not apply. See Customer makes a complaint or provides feedback about Centrepay.

Where a business makes a complaint or provides feedback about Centrepay, request the business Customer Reference Number (CRN). If they are unable to provide this, see:

Staff must:

  • Identify and locate the business CRN, where available. If they do not have a CRN, get relevant contact details should feedback be required to be recorded in the CFT
  • Listen and ask questions to understand the concerns being raised
  • Apply First Contact Resolution - Complaints handling principles
  • Identify if the complaint or feedback is general in nature or if it relates to a contract or agency decision

For general enquiries, staff should refer the business or organisation to the Centrepay for Businesses team who provide ongoing support for organisations that are registered to participate in the Centrepay Program. See Table 2 in National Business Gateway for contact details.

If the business wants to record feedback or a general complaint, go to Step 4.

If the business has a complaint about a contract or agency decision, go to Step 3.

If Centrepay Business Complaints team receive the complaint, see Table 2.

3

Contract or agency decision

For National Business Gateway (NBG) - Centrepay for Businesses staff.

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

For complaints or feedback about a contract or agency decision, staff are to refer the business to the 'more information' section on their decision notice. Where a business advises they no longer have the decision notice, staff can locate the document on the business's record in document tools.

If the document cannot be located, staff should refer the business or organisation to the Centrepay for Businesses team who provide ongoing support for organisations that are registered to participate in the Centrepay Program. See Table 2 in National Business Gateway for contact details.

If the complaint is about:

  • the Business’s Centrepay Contract, including contract termination, suspension, decisions regarding conditions or compliance audit outcomes and required remedial action, do not record in the Customer Feedback Tool (CFT). See Table 3 > Step 1
  • a current or rejected Business Application or additional condition variations for which they are approved to use Centrepay, do not record in the Customer Feedback Tool (CFT). See Table 3 > Step 2

4

General complaint or feedback

Where the business has a general complaint or feedback about Centrepay, apply First contact Resolution - Complaint handling principles. If the business wants to record feedback or a complaint, staff must record this in the Customer Feedback Tool.

Does the business want to record a general complaint or feedback about Centrepay?

  • Yes, refer to Complaints and feedback index > C > Centrepay - Business makes a complaint about Centrepay. Follow the steps to record a complaint and refer to the Centrepay Complaints Team. Procedure ends here
  • No, procedure ends here

General business complaint or feedback received about Centrepay

Table 2

For specialist staff in the Centrepay Business Complaints team.

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Step

Action

1

Business complaint received about Centrepay

Within 2 business days, open the Feedback Item. Staff must have access to the Customer Feedback Tool.

For complaints:

  • received by email, select the Feedback ID link in the email
  • allocated through Workload Manager, select the work item

For Level 1 complaints only:

The Centrepay Complaints Officer must take ownership of the complaint.

Update the Customer Feedback Tool (CFT):

  • select the Parties involved tab and update Employee responsible
  • select the Notes tab and record receipt of the email and to confirm Centrepay Complaints team will action the investigation
  • select the Details tab and update the feedback status to Investigation in progress
  • add an on hold expiry date for expected timeframe

Note: staff must update the notes in the CFT as the complaint progresses, or earlier where required. If a complaint escalation reason is met as the complaint progresses, escalate to Level 2.

For all complaints:

  • update the Business Feedback Register which is stored locally with complaint details

2

Investigate the Centrepay complaint

Select from the below:

General complaints and feedback about Centrepay

For complaints that are:

Complaints or feedback about contract or agency decisions

For complaints:

  • about a Business’s Centrepay contract, including suspending or terminating the contract, decisions regarding audit outcomes and remedial actions, go to Step 5
  • about a current or rejected Business Application or additional condition variations for which they are approved to use Centrepay, go to Step 7

3

General complaint or feedback received about Centrepay

Businesses may record a general complaint or feedback about the Centrepay deduction service. This may include, but not limited to:

  • the Centrepay deduction service, in general
  • the requirements the business must undertake to adhere to the:
    • Centrepay: Terms of Use, and
    • Centrepay: Policy for Businesses
  • information available about Centrepay on the Services Australia website
  • suggestions on how Centrepay can be improved for businesses and customers
  • the actions or conduct of a customer who is using Centrepay
  • the actions or conduct of another Centrepay business who is using Centrepay

Where a general complaint or feedback has been received about Centrepay, specialist complaints staff must make 2 genuine attempts to contact by phone.

Successful contact
  • Listen and ask questions to understand the complaint or feedback
  • Attempt to resolve the complaint or feedback using First Contact Resolution - Complaints handling
  • Where required, seek input from SMEs/stakeholders to assist in resolving the complaint
  • Go to Step 7
Unsuccessful contact

Specialist staff must follow:

Procedure ends here.

4

Complaint received about Incorrect Payments

Where the business contacts with a complaint or feedback about incorrect payments being held by the business, specialist complaints staff must make 2 attempts to contact the business by phone.

Staff may refer to:

Where the business has provided customer details, specialist staff may contact the customer directly to understand if the matter has been resolved. If the customer would like to record a complaint or feedback, specialist staff must follow Customer makes a complaint or provides feedback about Centrepay.

Successful contact
  • Listen and ask questions to understand what actions the business has taken to return the funds to the customer
  • Refer the complainant to National Business Gateway - Centrepay for Businesses and provide the business with steps on how to return the funds to the customer
  • Tell them they must adhere to the:
    • Centrepay: Terms of Use
    • Centrepay: Policy for Businesses
  • Feedback will be finalised
  • Send an email to National Business Gateway - Recoveries with as much detail as possible
  • Go to Step 8
Unsuccessful contact

5

Complaint received about a Business’s Centrepay Contract

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

Complaints about a Business’s Centrepay contract may include:

  • contract termination or suspension
  • decisions about conditions
  • compliance outcomes and required remedial action

Where a complaint received relates to a Business’s Centrepay contract, specialist complaints staff must make 2 attempts to contact the business by phone.

Successful contact

Tell the business:

  • to lodge a written complaint within 10 business days, to the address as directed 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)
  • feedback will be finalised

Go to Step 7.

Unsuccessful contact

Specialist staff must follow:

Procedure ends here.

6

Complaint received about a Business Application or additional conditions

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

Businesses may complain or provide feedback about agency decisions regarding Business Applications or additional conditions.

This can include the following:

  • new Business Applications, including those to request an additional service reason
  • additional conditions applied:
    • by Centrepay Program Team
    • at the request of the business
      such as Billing at Source and Billing in Arrears for Centrepay businesses and this has not been approved

Where the complaint relates to a Business Application or additional conditions, specialist complaints staff must make 2 attempts to contact the business by phone.

Successful contact

Tell the business:

  • to lodge a written complaint within 10 business days, to the address as directed 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)
  • feedback will be finalised

Go to Step 7.

Unsuccessful contact

Specialist staff must follow:

Procedure ends here.

7

Resolve complaint

Can the complaint be resolved?

  • Yes, go to Step 8
  • No, if the business does not accept the outcome, or another escalation reason is met:

8

Compliance or regulatory concerns

Have compliance concerns been identified or did the complaint raise regulatory concerns?

9

Finalise the complaint

Business complaints are considered closed when the issue has been resolved. The complaint does not need to remain open while any compliance issues are being investigated.

Do not record business compliance outcomes in the CFT.

The employee responsible for the complaint will finalise the complaint with the business and within the CFT.

Centrepay Complaints staff:

  • Record details of the outcome in the Business Feedback Register, which is stored locally
  • Update notes to the complaint record in the CFT. Notes must be clear. The outcome that has been provided to the business must be recorded. See Managing complaints and feedback for documenting customer feedback standards
  • Level 1 complaints - finalise the CFT entry, see Level 1 – Manage complaints and feedback
  • Level 2 complaints - respond to the employee responsible for the management of the complaint and provide outcome details
  • If the complaint relates to another Centrepay business and a Fast Note was placed on the business Document List (DL) screen, annotate the Fast Note confirming finalisation of complaint

Note: if the Business asks for a written response, see Level 1 - Manage complaints and feedback.


Business complaint received about a Centrepay contract or agency decision

Table 3

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Step

Action

1

Complaints about a Business’s Centrepay Contract

For National Business Gateway (NBG) - Centrepay for Businesses staff.

Do not record a complaint in the Customer Feedback Tool (CFT).

  • If the complaint cannot be resolved during initial contact, commit to maintaining regular contact at least every 5 business days, unless otherwise negotiated
  • Centrepay for Businesses staff must refer the complaint to the Centrepay team who issued the decision notice for review, use the Level 3 Helpdesk Referral webform
  • The Centrepay team will review the details and provide the outcome to Centrepay for Businesses team
  • Centrepay for Businesses staff must send a Centrepay Resolution Notice to the business within 20 business days. Using the Email - Centrepay resolution notice template, complete and send a Centrepay resolution notice - contract complaint

2

Complaint received about a Business Application or additional conditions

For National Business Gateway (NBG) - BA Processing staff.

Do not record a complaint in the Customer Feedback Tool (CFT).

BA Processing staff must action the complaint.

  • If the complaint cannot be resolved during initial contact, commit to maintaining regular contact at least every 5 business days, unless otherwise negotiated
  • If, based on the information provided, Centrepay for Businesses team do not change the decision, the complaint must be referred to Centrepay Program for review. Use the Level 3 Helpdesk Referral webform
  • If Centrepay for Businesses team decide to change the decision at first contact, they will need to send a recommendation to Centrepay Program for the decision to be affirmed
  • Once Centrepay Program have reviewed the details and provided the outcome to Centrepay for Businesses team, Centrepay for Businesses staff must send a Centrepay Resolution Notice to the business within 20 business days. Using the Email - Centrepay resolution notice template, complete and send a Centrepay resolution notice - BA complaint

3

Complaint received about a business suspension or withdrawal from the Centrepay program

For compliance staff in the Centrepay Compliance and Complaints (CCC) team.

Do not record a complaint in the Customer Feedback Tool (CFT).

Note: if Centrepay for Businesses staff receive one of these complaints, refer it to Centrepay Compliance team for review. Use the Level 3 Helpdesk Referral webform.

Centrepay Compliance staff must:

  • review and contact the business
  • consider any new information or evidence provided by the business. The decision can be reviewed by the SME or a staff member with the appropriate delegation
  • manage contact with the business
  • if the complaint cannot be resolved during initial contact, commit to maintaining regular contact at least every 5 business days, unless otherwise negotiated