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Centrelink payment details options online 133-04140000

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Services Australia website

Self service

Centrelink online account

Express Plus Centrelink mobile app

Digital Support Products

Online guides and videos show customers how to use self service. Customers can view these on the Services Australia website or YouTube Channel (https://www.youtube.com/user/HumanServicesGovAU).

Staff can view them at Centrelink digital support products. Staff can also view training simulations, staff task cards and quick clips.

Issues when updating payment destination

Table 1

Item

Description

1

Question: I can't find the payment destination details for my 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 am I 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

Issues when viewing payment history

Table 2

Item

Description

1

Question: Why can't I see all of my 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 can't I 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 do I see my 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 this 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.