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

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1

Why are there restrictions on how the business promotes its use of Centrepay?

A business must not represent its approval to use Centrepay in a manner that represents endorsement of the business or its goods or services by the agency or the Australian Government.

There are set criteria on how and what a business may use to promote Centrepay, as set out in the Centrepay policy, terms and guides - Centrepay for businesses - Services Australia.

2

Why does there have to be payment options, other than Centrepay, for a customer to pay for the service or goods?

Centrepay is a voluntary service. It is up to the Centrelink customer if they choose to use this service.

As per the Centrepay: Terms of Use and Centrepay: Policy for Businesses, a business must offer at least one other viable payment method apart from Centrepay that the business accepts when its Centrelink customers buy goods or services.

3

Why are there restrictions on what type of goods or services a business provides?

The purpose of Centrepay is to assist customers in managing expenses that are consistent with the purposes of their welfare payments and reducing financial risk.

In keeping with that objective, certain expenses and payment arrangements are excluded from Centrepay.

4

Is there a requirement for an approved business to keep Centrepay deduction authority (SA501) forms?

Centrepay businesses must keep records that show whether each payment to the business through Centrepay is an approved payment, supported by a deduction authority that the business lodged or that the customer concerned lodged.

The business must keep Centrepay records in a way that can be conveniently and properly audited. A business may be found to be non-compliant if it is unable to provide the customer’s Centrepay deduction authority (SA501) forms.

Subject to the other provisions of the business's Centrepay contract, the business must keep Centrepay records for at least 2 years after the date of the transactions that they relate to. This does not affect any other obligation under a written law to keep the record for a different period.

5

Does the Centrepay business need the customer's consent before they make a change to a deduction or restart a deduction?

Yes, a business must have the consent of the customer to:

• start a new deduction
• restart a cancelled deduction, or
• increase either the target or the deduction amount

The business must get consent from each customer via a Centrepay deduction authority form (SA501) - Services Australia before these changes are made.

If a customer cancels a Centrepay deduction, this is evidence the customer has withdrawn their consent. A cancelled Centrepay deduction cannot be reinstated until new consent is obtained from the customer via a Centrepay deduction authority (SA501) form.

Businesses do not require the customer's consent to suspend, cancel, reduce, or to add end dates to the customer's deduction, as this is acting in the customer's best interests.

6

Can a Centrepay business pass the transaction fee to the customer?

Centrepay is a free and voluntary bill paying service to help Centrelink customers manage their expenses. Centrepay businesses must pay a transaction fee to use Centrepay.

The business must not pass on the transaction fee or charge customers any amount referable to the business overheads or other costs of administering Centrepay arrangements.

The agency has a strict assurance framework in place to make sure all alleged breaches of the Centrepay: Terms of Use and Centrepay: Policy for Businesses are examined and acted on as appropriate.

7

Does the customer need the consent of the business before they start a deduction or make a change to an existing deduction?

No. Centrepay is a voluntary service.

Customers do not need to get the consent of the business before starting, cancelling or varying a deduction. However, if the customer cancels a deduction and monies are still owed to the business for goods or services, it is advisable the customer makes alternate arrangements to pay the business.

8

What will happen if the customer has outstanding amounts owed to the business due to cancelled, suspended or reduced deductions?

The agency is not responsible for any outstanding amounts that might be owed. The customer must speak to the business to make alternative payment arrangements for the amounts owed.

9

Is the business required to keep personal information of Centrepay customers private?

Businesses must securely store all information they receive from the agency and comply with all privacy laws.

The business must keep records that show whether each payment to the business through Centrepay is an approved payment, supported by a deduction authority that the business lodged or that the customer concerned lodged.

Centrepay deduction authority (SA501) forms must be retained by the business for a period of 2 years after the last deduction has been made.

The business's Centrepay contract does not authorise the business to, and the business must not, do anything that, if the agency did it, would breach an Australian Privacy Principle.