Deduction Statement 133-04020020

The Deduction Statement contains the following information (if applicable to the customer):

• Payment - the customer's next regular payment amounts and period they relate to. Payments shown are the primary payment type and components
• Participation penalty amounts and non-payment periods:
  • Event date
  • Penalty type including No Show No Pay failures and reconnection failures and/or non-payment periods
  • Penalty period
  • Penalty deduction amount
  • From payment type
  • Amount currently owed
• Recovery details for urgent payments:
  • Payment period
  • Date of the urgent payment
  • Payment amount
  • From payment type
  • Recovery amount
• Weekly payments:
  • Deferral date
  • Amount deferred
  • From payment type
  • Date of the weekly payment
  • Amount of payment
• Repayment details for advance payments:
  • Advance start date
  • Type of payment
  • Amount
  • Regular repayment amount
  • Estimated date of final repayment
  • Amount currently owing
• Centrelink debt repayments - displayed for current debts. The debt amount and amount owing will not display due to privacy for customers with a third party debt. Details for non-third party debts include:
  • Debt ID
  • Debt reason
  • Debt amount
  • Repayment amount
  • Amount owing
• Child support:
  • Deduction type
  • Frequency
  • From payment type
  • Amount
• Tax - displays the customer's current voluntary deduction for tax:
  • Deduction type
  • Requested amount or percentage
  • From payment type
  • Start date
  • Amount
• Income Management and BasicsCard expense amounts - shows customer's current Income Management expenses. It also displays amounts the customer transfers to their BasicsCard from their Income Management account:
  • Organisation name and Customer Reference Number (CRN) (with target amount and target balance outstanding, if available)
  • Expense type
  • Start date
  • End date
  • Frequency
  • Account ID / Billing ID
  • Next date payable on
  • Amount
  • Total fortnightly Income Management funds allocated for expenses
  • Total fortnightly Income Management funds unallocated
• Rent Deduction Scheme (RDS) - for customers with a Housing Authority deduction. This includes rent, arrears repayments, loan repayments and other housing payments:
  • Organisation name and CRN
  • Deduction type
  • From payment type
  • Start date
  • End date
  • Frequency
  • Account ID
  • Amount
• Centrepay - shows current Centrepay deductions:
  • Organisation name and CRN (with target amount and target balance outstanding, if relevant)
  • Deduction type
  • From payment type
  • Start date
  • End date
  • Frequency
  • Account ID / Billing ID
  • Amount
• Planned future new deductions or changes - shows new deductions or changes to existing deductions. The deductions are for the future for Income Management, RDS or Centrepay:
  • Service and Organisation name and CRN (with target amount if applicable)
  • Deduction type
  • Payment type
  • Future start date
  • End date
  • Frequency
  • Account ID / Billing ID
  • Amount

Information not contained in the statement includes irregular payments, for example, one-off payments.

Customers and nominees of customers can request the statement.

Customers must:

• be receiving a primary benefit that is not cancelled
• have a current and/or a future deduction instruction, or
• a recovery or expense repayment

A customer's partner cannot request the statement.

If a customer has a nominee, the customer and nominee must get a copy of the Deduction Statement.

This includes customers living in Australia where the nominee lives in another country.

Customers will not get a copy of the Deduction Statement if:

• the nominee is involuntary (for example, Public Trustees) and
• the mail suppression indicator on the Nominee Relationship (NORS) screen is 'Y'

The Deduction Statement will not issue automatically to customers. Customers can get a Deduction Statement by:

• Online request: Registered customers can use the Request a document option online. A copy is also automatically issued to the customer's myGov Inbox if they get their Centrelink letters online
• Phone:
  • Using phone self service, or
  • Calling their payment/support line directly. Customers can get a copy from Smart Centre Call staff if the customer cannot access or use self service
• In person: attending a service centre and asking for a copy of the statement

To issue a Centrelink Statement:

• In Process Direct
  • Go to the Letter on demand (OMLD) screen
  • From Deduction statement: select either Local Print or Central Print
  • Select Print
  • Once finalised the Snapshot screen displays
• In Customer First
  • Go to the Letter on Demand (OMLD) screen
  • Select the Deduction Statement (local or central print)

The copy of the Centrelink Statement is available to customers free of charge.

Note: the last generated statement will be available for printing from the History Summary (HS) screen for 62 days from the initial availability date.

When updating the customer's record as a result of contact made in relation to the Centrelink Statement, the source code 'AST' is to be used for transactions/activities and/or the Note/DOC.

Customers can get multiple statements in one day if they need them (using various services).

Customers can view, print and save their Deduction Statement via the Request a document option online using:

• myGov and signing in to their account to access Centrelink services
• online services via Services Australia website

The Deduction Statement will issue to the customer's myGov Inbox if they get their Centrelink letters online.

Service Officers can help the customer:

• Get a statement (see above)
• Identify who is a nominee, see Self service for nominees
• If they need Multicultural Services
• If they need an Indigenous language or other interpreter
• If they would like to provide feedback or lodge a complaint
• if they have a Restricted Access record. Warm transfer/contact the National Restricted Access Team and provide Deduction Statement enhancement information
• Find further information about, or to discuss their deductions. The Resources page contains links to Services Australia website detailing the types of deductions listed in the statement
• Find out more about managing their money. The Resources page contains a link to the Managing your money page on Services Australia website
• Budget and get access to financial management support services. Services Australia offers customers a Financial Information Service that is free and confidential. The Resources page contains a link to the Financial Information Service on Services Australia website
• Refer them to a Financial Information Service (FIS) Officer

If the customer transfers from a business line, the calls could include:

• 'Income Statement' / 'Centrelink Statement' enquiries and
• 'Deduction Statement' enquiries

Customers may also contact about other Services Australia business.

Staff should help customers with any other enquiries when they complete the statement enquiry.

Other statements a customer may ask for:

• Income Statements and detailed income and asset statements
• Centrelink Statement
• Centrepay Account Statement