Centrelink payment details options online 133-04140000

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Question: Why is the customer unable to find payment destination details for their old Youth Allowance payment?

Answer: Tell the customer that details shown are for current payments only. The customer may be able to access the View payment history service for these details. This will depend on how old the details are.

2

Question: Why is the customer not eligible to use the service?

Answer:

• Customers are only eligible if they have one of the following payment status types:
• CUR - Current
• CNP - Cancel Next Pay
• CZR - Current Zero Rate
• ASS - Assessed
• SUS - Suspended
• PND - Pending
• The customer's payment type may have recently cancelled. Check the customer's benefit status and tell the customer
• Customers who have a payment nominee appointed are not able to view or update their payment destination

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Question: Why is the customer unable to see all of their payments?

Answer: Only payments for up to the past 15 months will show.

Service Officers may retrieve earlier payments via the Customer Archive Retrieval (CAR) system.

2

Question: Why is the customer unable to find any payments for…?

Answer: Payment information shows payments for that service reason for the last 4 months.

Customers may have had earnings that precluded them from a payment for a period.

Service Officers may retrieve earlier payments via the Customer Archive Retrieval (CAR) system.

3

Question: How can the customer see their family assistance payments only?

Answer: The system will show all payments (for example, PPS/FTB) in date order.

For employer delivered Parental Leave Pay (PPL), the Delivery date is when Centrelink sent the payment to the employer. The customer's employer will provide their PPL in line with their usual pay cycle.

4

Question: Which bank account was the customer’s payment sent to?

Answer: Tell the customer to select:

• Manage payment destination at the bottom of the View payment history page, or
• Menu > Payments and claims > Manage payments > My payments

5

Question: What is the Centrepay deduction for?

Answer: Only the 'Centrepay' literal will show online.

Service Officers can source more information from the Payment Details (PD) screen.

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Question: Why is the customer unable to update their bank details online?

Answer: The agency continually monitors online interactions for patterns of behaviour used by fraudsters.

To keep online accounts secure and protect payments, the agency is now checking for these behaviour patterns before accepting online payment destination updates.

Certain patterns of accessing or setting up the online account may have flagged the update as being at higher risk of fraud, requiring a staff member to make the update.

2

Question: Does this mean someone else has accessed their myGov account?

Answer: Not necessarily. Common fraudulent behaviour patterns online can mimic legitimate customers.

Customers can check their Account history in the myGov Account settings for any unusual sign in activity. See Using myGov accounts.

3

Question: When will the customer be able to update their payment destination online?

Answer: Customers will not be able to update their payment destination online for 28 days from the last date they were prevented from making an update.

If they need to update their payment destination during this time, a staff member can do this for them. Otherwise, they will need to contact the agency again if they want to update them later, during the 28 day period.

This is to keep their online account secure and protect their payments from sophisticated and repetitive fraudster behaviour and attempts.

4

Question: Can the customer be given access to complete this update online?

Answer: The agency is unable to give customers access to complete the update online.

Staff need to conduct additional checks to confirm a customer’s identity before they can update their payment destination for them.

5

Question: Will the customer be able to use other services for the 28 days they are unable to update their payment destination?

Answer: Yes. Customers can still access other services in their online account.

6

Question: Will this happen again after 28 days if the customer needs to update their payment destination online?

Answer: The agency will continue to monitor online interactions for potential suspicious activity.

Customers may need to contact the agency to update their payment destination in the future if one of the agency checks prevents the online update.

There are steps customers can take to ensure their myGov account is secure and help protect their payments. Customers can find more information about this on the myGov website at How you can protect your myGov account.