centrepay procedural guide for businesses v4.0 · web viewthe following content may be used in...

CentrepayProcedural Guide

for Businesses

Procedural Guide for Businesses v4.0Effective 10 December 2018

Contents

1. What is Centrepay?.................................................................................................................41.1. Purpose of this document..................................................................................................4

1.2. Changes to this document.................................................................................................4

2. Before you apply.....................................................................................................................42.1. Understanding the Policy and Terms.................................................................................4

2.2. Changes to your details......................................................................................................4

2.3. Change to contact officer details.......................................................................................6

2.4. Subcontracting...................................................................................................................6

2.5. Centrepay service categories and service reasons.............................................................6

2.6. Included service reasons....................................................................................................7

2.7. Excluded expenses and payment arrangements..............................................................11

2.8. Fees associated with Centrepay.......................................................................................12

2.9. Fee structure....................................................................................................................12

2.10. Options for payment of fees............................................................................................13

2.11. Fee reporting...................................................................................................................13

3. Applying for Centrepay.........................................................................................................133.1. Application process..........................................................................................................13

3.2. Once approved................................................................................................................13

4. Using Centrepay....................................................................................................................144.1. Deduction Authority........................................................................................................14

4.2. Information needed to set up deductions.......................................................................15

4.3. How Deductions are set up..............................................................................................15

4.4. Deductions through the Department...............................................................................16

4.5. Deductions through Businesses.......................................................................................16

4.6. Example Centrepay Deduction Authority consent wording.............................................16

4.7. Verbal Consent................................................................................................................17

4.8. Proof of Customer authorisation.....................................................................................19

4.9. Commencement of Deductions.......................................................................................19

4.10. Types of Deductions.........................................................................................................19

4.11. Payment of Deductions to you.........................................................................................20

4.12. Reasons why a full Deduction might not be made...........................................................20

4.13. Overpayments.................................................................................................................21

4.14. Cancellation of Deductions..............................................................................................21

4.15. Promoting Centrepay.......................................................................................................21

4.16. Criteria for promoting Centrepay....................................................................................21

4.17. Materials not permitted...................................................................................................22

4.18. Summary of standard conventions..................................................................................22

V4.0 10 December 2018 PAGE 2 of 28

4.19. Feedback and complaints................................................................................................24

4.20. Important details.............................................................................................................24

5. Online services for Centrepay................................................................................................255.1. Centrelink Business Online Services (CBOS).....................................................................25

5.2. Varying Deductions..........................................................................................................25

5.3. How to get access............................................................................................................26

5.4. Service availability...........................................................................................................26

6. Your responsibilities..............................................................................................................276.1. Departmental requirements............................................................................................27

6.2. Failure to meet obligations..............................................................................................27

6.3. Management of Customer information...........................................................................27


1. WHAT IS CENTREPAY?Centrepay is a voluntary bill-paying service that is free for Centrelink customers.

Through Centrepay, a Customer can authorise the Department to deduct regular amounts from their welfare payments to pay their bills and expenses to an approved Business (in this document, you and your).

The Department considers the needs of Customers when determining how to administer and operate Centrepay.

1.1. Purpose of this documentThis procedural guide provides practical information about the operation of Centrepay.

This guide should be read in conjunction with Centrepay Policy and Terms that details the rule setting and conditions for Centrepay. Words and terms used in this procedural guide have the same meaning as defined in the Centrepay Policy and Terms.

User guides are also available with step-by-step details for specific processes.

All documents are available on our website at humanservices.gov.au/centrepaybusiness

1.2. Changes to this documentThe Department may, from time to time, make changes to this Procedural Guide and publish advice of these updates on our website: humanservices.gov.au/centrepaybusiness

You are responsible for accessing and understanding the latest Centrepay Framework prior to applying to use Centrepay and while accessing it on an ongoing basis.

2. BEFORE YOU APPLY2.1. Understanding the Policy and TermsYou need to ensure that all employees, agents or contractors that are involved with Centrepay read and understand the Centrepay Policy and Terms and this Procedural Guide. By signing the Business Application, you accept the Centrepay Terms and agree to act consistently with the Policy, Terms and Procedural Guide for Businesses.

The Department cannot provide legal advice on the Centrepay Policy and Terms or this Procedural Guide. You should seek independent legal advice if you have any legal queries relating to Centrepay.

2.2. Changes to your detailsa. Change to information provided Section 9.1(b) of the Centrepay Policy requires you to notify the Department of any changes to the Business or its contact details or business practices, including any Changes in Control within 5 Business Days of such changes.


https://www.humanservices.gov.au/organisations/business/services/centrelink/centrepay-businesses


This section 2.2(a) provides details on the minimum requirements that you must meet in order to comply with this requirement of section 9.1(b) of the Centrepay Policy.

Changes to any of the information you provided to the Department, including on the Business Application, must be notified to the Department within 5 Business Days.

This includes (but is not limited to) changes to:

your name (legal, business or trading) and/or Australian Business Number (ABN) (if your ABN changes, you will need to submit a new application)

your Australian Company Number (ACN) (if your ACN changes, you will need to submit a new application)

your structure (e.g. change in ownership, merger or acquisition, franchisor/franchisee arrangement changes, changes to directors or trustees)

your operations (e.g. commencement of voluntary administration arrangements, insolvency or bankruptcy proceedings, changes to business model arrangements)

your physical or postal address your contact details (email address, phone number, fax number) goods and/or services provided by you (if intending to use Centrepay in relation to these).

See 2.2c Change to goods and services, for further information staff that have been provided with access to the Department’s Centrelink Business Online

Service for Centrepay (e.g. if they leave, change roles) existing or new regulatory body involvement of any nature, including any investigation,

adverse finding, suspension, termination or revocation of a right to operate by a Regulatory Body. See section 9.1 of the Centrepay Policy

bank account details contact officer and their contact details including person(s) authorised to act on your behalf.

See section 2.22.3 Change to contact officer details, for further information, and licences, registrations or accreditations.

Note: An ACN is a unique identifier to a company that cannot be changed by the company. A Business that proposes to participate in Centrepay using an ACN different to that approved by the Department means that it proposes to participate using a company that is different to the approved company. As this is a new corporate entity the Business must reapply for approval of the company with the different ACN to participate in Centrepay.

b. Changes to business structureYou must notify the Department of any Change in Control in accordance with section 15 of the Centrepay Policy.

Examples of Changes in Control may result from the following events in relation to a Business:

changes in shareholding arrangements that result in a Change in Control issuance of new shares the appointment of new directors, and the appointment of different senior operating officers.

c. Change to goods and servicesYou are approved to use Centrepay for specific goods and services that are notified in the approval letter. If you change these goods or services, or want to use Centrepay for additional goods or services, you are required to seek a new approval by contacting the Department in writing and


providing supporting documentation. If approved, the Department will issue you with an updated approval letter.

Important: you must not use Centrepay for new goods or services until it is approved.

2.3. Change to contact officer detailsYou must ensure that the contact details provided to the Department are kept up to date at all times. The first contact officer is the person authorised to act on your behalf in connection with Centrepay, including to make further applications or to give notices to the Department on your behalf. All notices from the Department about Centrepay will be directed to the first contact officer.

You can also nominate to the Department, additional contact officers for specific matters, such as system issues or reconciling accounts.

2.4. SubcontractingAt all times you are responsible for your compliance with the Centrepay Framework. You cannot subcontract or outsource this responsibility. If you subcontract your supply of goods and services to a Customer, whether in full or in part, you acknowledge that you:

bear responsibility for compliance with the Centrepay Policy and Terms and this document are not relieved from any obligations or liabilities under this document as a result of any

subcontract, and are responsible for the acts or omissions of any subcontractor.

You must ensure that any subcontractor: does not conduct itself in any way that would place you in breach of the Centrepay Policy

and Terms or this document understands the requirements of this document and has in place adequate arrangements to

ensure compliance supplies under a subcontract that is consistent with the Centrepay Framework, including,

where appropriate, conferring on you and the Department the right to:o give directions to the subcontractoro refer the subcontractor to regulatory authorities, ando conduct compliance audits.

2.5. Centrepay service categories and service reasonsDeductions can be made for a good or service that is:

consistent with Centrepay’s objective as described in section 2.1 of the Centrepay Policy a category of goods and services included in section 2.6 below, and not an excluded expense or payment arrangement included in section 2.7 below.

For the purposes of this section of the Procedural Guide and Centrepay in general:

Service categories describe categories of goods and services that Customers can pay for using Centrepay.

Service reasons describe specific goods and services within each service category that a Business may be approved to use for Centrepay Deductions. The service reasons a particular


Business is approved to collect Centrepay Deductions in relation to are included in the approval letter sent to the Business after it has been approved to use Centrepay.

Service reasons are used in deduction and reconciliation reports provided to you and in statements and reports received by Customers.

The Department may at its discretion also approve Deductions for goods and services that do not fall into the established categories described in section 2.6. In these circumstances, you may contact the Department to discuss your product or service before submitting the Deduction Authority or making an application for Centrepay.

If you do not provide goods and services within the service categories or service reasons, your Business is not eligible to use Centrepay. If you are uncertain of your suitability for Centrepay you should contact the Centrepay Helpdesk on 1800 044 063 for assistance.

Note: approval for one service reason does not imply approval for additional service reasons.

2.6. Included service reasonsCentrepay Deductions can be made for the range of goods and services that fall within one of the categories in the following list:

Service category – Accommodation (includes rent, bond and arrears)

Service reason Service reason code

Description

Boarding House Accommodation

BDH Payment for board and/or lodgings either in a private home or other shared accommodation

Caravan Park Fees CPF Rental and/or site costs in a caravan park

General Community Housing

GCH Accommodation provided by community organisations

Indigenous Community Housing

DIH Accommodation provided by Indigenous community organisations

Short-Term Accommodation

STA Short-term accommodation not specifically for Indigenous Australians, including emergency accommodation, sheltered and other crisis accommodation, rehabilitation and hostels, motel/hotel accommodation for the purposes of residential (non-recreational) use, and lease/hire of caravans and other mobile-style accommodation for the purposes of residential (non-recreational) use.

Indigenous Short-Term Accommodation

ISH Short-term accommodation for Indigenous Australians, including sheltered accommodation, disability, rehabilitation and hostels

Private Landlords PRD Rent charged by landlords for private accommodation

Real Estate Agents EAG Rent paid to an appointed real estate agent

Property Management

PMG Rent paid to an appointed property manager



Description

Supported Accommodation

RVF Fees and charges for retirement, nursing, lifestyle or hospice style housing

Service category – Education and Employment


Description

Child Care Services CHC Ongoing, after school, occasional and holiday child care services by registered carers and child care providers approved by the Department of Social Services

Education Expenses EDF Fees and charges for education services to any registered educational provider, and any related educational expenses including uniforms, equipment, workshops and excursions.

Employment Expenses

TOT Employment-related expenses, including tools of trade, work uniforms, protective clothing, training and footwear.

Service category – Financial Products (Only loans listed in this section are permitted under Centrepay)


Description

Community Group Loans

CGR Repayment of loans to approved community organisations. Includes Family Income Management Scheme no interest loans.

No Interest Loans FIL Repayments of Department of Social Services (DSS) approved ‘No Interest Loans’ (NILS) issued by Good Shepherd Microfinance.

General Community Housing Loans

GCL Repayments of low interest housing loans provided by approved community organisations.

Indigenous Community Housing Loans

IHL Repayments of low interest housing loans provided by approved Indigenous community organisations.

Special Interest Loans

SIL Repayments of Centrepay approved appropriate loans including special and low interest loans.

Insurance Services ISR House, home contents, vehicle, boat, caravan, pet, private health insurance cover through approved and regulated insurance providers.

Savings SAV Deposits paid to microfinance savings plans provided by a partnership between not-for-profit organisations



Description

and financial institutions, to promote customer savings. The financial institution must be regulated and authorised under the Banking Act 1959 and hold an Australian Financial Services Licence. Only includes accounts, schemes or programs that do not charge fees for savings or put the customer at a disadvantage.

Service category – Health


Description

Funeral Expenses FBF Funeral plans and bonds, prepaid funerals and actual costs of a funeral to funeral homes, funeral directors or other providers that hold appropriate accreditations and registrations where required by state or territory laws.

Ambulance AMB Provision of ambulance or associated services such as payments for services provided by the Royal Flying Doctor Service, emergency helicopter transfer service and other similar services

Services and Equipment

MEX Medical services such as consultations, medication, hospital costs, patient transport and rehabilitation. Equipment such as wheelchairs, crutches, mobility aids and oxygen tanks. The service reason also includes veterinarian expenses for domestic pets.

Disability and Community Services

DCS Provision of a suite of goods and/or services related to disability and/or community services, which may include accommodation costs, respite for carers, travel and transport, education and training programs, meal preparation, home-care services, personal allowance items, therapy services, child and family contact services and support and assistive equipment.

Service category – Household


Description

Basic Household Items

CFW Purchase of basic items for use by household members, such as clothing and footwear, small appliances, whitegoods and furniture. Also includes repair services for appliances and whitegoods.

Household Goods Lease and Rental

WGS Rental of household goods (including whitegoods, electrical and furniture) – only through leases



Description

regulated under the National Consumer Credit Protection Act 2009 and where the lessor holds an Australian Credit Licence. Note: authorised credit representative arrangements may be eligible. See section 14.2 of the Centrepay Policy.

Food Provision FPR Food (and personal items) related costs, including grocery and community store purchases, ‘meals on wheels’.

Home-care and Trade Services

HCS Home-care services including domiciliary care, household maintenance, pest control, home security, technical aids, and home modifications to assist mobility. Trade services, such as those provided by electricians, technicians, plumbers and gardeners.

School Nutrition Programme

SNP Community and school-based nutritional programs for students.

Service category – Legal and Professional Services


Description

Court Fines CRT Court-imposed fines and expiation notices including payment of compensation to victims of crime

Court Infringements CTI Infringements, such as speeding or parking fines

Professional Services LAF Professional services and related expenses including legal, accounting, financial planning services, and costs associated with births, deaths and marriages reports.

Service category – Social and Recreational


Description

Social and Recreational Commitments

SOR Fees or donations, including sporting and musical activities and equipment, church donations, sponsorships.

Service category – Travel and Transport


Description

Motor Vehicle Registration

MVR Registration of vehicles including cars, motorbikes, caravans, boats and trailers, and payment for



Description

compulsory third party insurance.

Travel and Transport TVL Travel and transport costs and expenses, such as ‘Return to Country’, general transportation costs, furniture removal and storage, vehicle repairs, modifications and fuel.

Service category – Utilities


Description

Council Services LRD Land, water, sewerage, rates and other services provided by local councils, shires or authorities.

Local Council Community Services

LCS Community service costs provided by local council/shires or authorities

Electricity ELE Provision of electricity by commercial providers.

Gas GAS Provision of mains and/or bottled gas by commercial providers.

Telecommunications TEL Telecommunication services including fixed telephone line rental and use, mobile, internet and data services.

Water WAT Connection and provision of water services by commercial providers.

2.7. Excluded expenses and payment arrangementsCentrepay Deductions cannot be made for the range of goods and services that fall within the description in the following list:

Service category Description

Accommodation Any expense relating to recreational use of accommodation.

Brokers

Payments to a broker or intermediary who: does not provide approved goods or services to Customers, and receives commissions, volume based remuneration or any other financial

benefit

Excluded Products

alcohol tobacco products pornographic material gambling products or services

gift cards and vouchers homebrew products firearms, accessories and ammunition photographic services

Financial Products short-term loan repayments to cash lenders, payday lenders or


Service category Description

pawnbrokers credit card payments and fees debt collection agencies, debt collection negotiators and any other

arrangement that charges a fee for debt collection services

Hampers Lay-by or instalments through payment plan arrangements, where the Business primarily trades in hamper style goods and services

Household Goods Rental or Consumer Leases

Rental, hire or lease payments for goods, where the consumer lease is not regulated under the National Consumer Credit Protection Act 2009 (Cth)

Insurance

income protection insurance funeral insurance plans life insurance any other product where the Customer has to continue making payments

until the death of a nominated person to receive benefits

Travel and Transport

vehicle leasing payments and expenses payments for taxi services or hire cars

Other

Any goods, services or payment arrangements that, in the Department’s view: have significant potential for high cost but low value goods or services are unsolicited goods or services within the meaning of the Australian

Consumer Law contain unfair contract terms within the meaning of the Australian

Consumer Law expose Customers to unacceptable risks of financial stress or exploitation are for goods or services that are no longer received by the Customer, or are for goods or services unlikely to be received by the Customer within a

reasonable period of time after payment in accordance with the terms applicable to the relevant goods or services

2.8. Fees associated with CentrepayYou are charged a transaction fee for each full or partial Deduction made from a Customer’s payment.

You are not permitted to charge Customers any fees or costs associated with the use of Centrepay, or to pass the transaction fee on to Customers.

2.9. Fee structureEach Centrepay transaction incurs the following fee:

amount of transaction fee (exclusive of GST) - $0.90 GST - $0.09 total transaction fee (inclusive of GST) - $0.99.

This fee is charged for each successful Deduction paid by the Department to you, including where only part of the agreed Deduction amount could be paid.


Where the Department is unable to make any Deduction from a Customer’s payment, a transaction fee will not be charged.

The Department may review and change its fee structure from time to time.

Note: selected service reasons may incur a varied fee – and the standard fee may be varied by the Department at any time. This is discussed with relevant Businesses and implemented at the time of approval for Centrepay – or, where the relevant fee has been varied by the Department after approval, prior to the relevant change coming into effect.

2.10. Options for payment of fees Billing at source: Fees are automatically withheld from Deductions before they are made to

you. Billing in arrears: In exceptional circumstances, the Department may authorise you to pay the

Department transaction fees in arrears. This allows a Business to receive the full payment that is deducted from a Customer’s payment, and to be invoiced for the fees at the end of the billing period, usually monthly.

Note: Businesses are billed at source, with only limited Businesses billed in arrears. To request this facility an application is required and if approved will be implemented at the time of approval for Centrepay.

2.11. Fee reportingyou are able to access fee information via standard online reporting.

3. APPLYING FOR CENTREPAY3.1. Application processYou must make an application to be approved by the Department to use Centrepay.

Completion of an application does not guarantee approval to use Centrepay. The Department will only consider your Application if all applicable questions are completed and all required documents attached.

To assess the application, the Department may contact you to request further information. The Department will provide written notification of the outcome of the application.

3.2. Once approveda. Approval LetterUpon approval for Centrepay, you will receive an approval letter and the Department will contact you shortly after by telephone to:

confirm your approval status

provide you with relevant additional information in relation to the administration of Centrepay

seek your acknowledgement of and agreement to comply with the Centrepay Framework, and


provide all relevant contact information for the Department.

The approval letter includes details relating to:

service reason(s) under which you are approved for Centrepay

your Customer Reference Number for the Business

the bank account to which Deduction payments will be made to you

Centrelink Business Online Services information

deduction report frequency

transaction fee payable, and

additional conditions (if any) applicable to you.

b. Customer Reference NumberThe Customer Reference Number (CRN) is the unique identifier provided to all Customers and Businesses who interact with the Department. CRNs comprise of 9 numbers and 1 letter.

This unique CRN appears on all correspondence from the Department and is required for you to access online services for Centrepay. You must state your CRN when contacting the Department.

You must provide Customers with your CRN to ensure Deductions are correct, where Customers choose to set up Deductions online or through the Department.

c. Additional ConditionsAs part of the approval process, the Department may apply additional conditions to your use of Centrepay. This may be the case where you would be deemed ineligible for the Centrepay service without the imposition of these conditions. Details of any additional conditions will be included in the approval letter and may also be applied by the Department at any time subsequent to approval.

If you do not accept these conditions, your use of Centrepay will not be approved.

4. USING CENTREPAY4.1. Deduction AuthorityA Deduction Authority is the consent and instruction from a Customer or their Customer Representative to make a Deduction to you for the supply of a good or service that is an approved service reason (see section 2.6) for you.

You must obtain a Deduction Authority from a Customer or their Customer Representative before a Centrepay Deduction can be started or increased. You can capture a Deduction Authority in writing, verbally (in accordance with section 4.7), or online, however all Deduction Authorities must contain the information set out at section 4.2 below and be provided in accordance with section 10 of the Centrepay Policy.

When obtaining a Deduction Authority, you must:

confirm the identity of the Customer or their Customer Representative provide relevant information to ensure the Customer is giving informed consent retain a copy of the Deduction Authority for a period of 2 years after the Deduction has

ceased, and


securely store the Deduction Authority in a manner that can be audited by the Department, if required.

Failure to obtain a valid Deduction Authority and store it in a manner that can be audited by the Department may result in the Department withdrawing your approval to use Centrepay.

4.2. Information needed to set up deductionsThere is no prescribed form that a Deduction Authority must take, but, at a minimum, a Deduction Authority must involve the collection of the following information:

the name and CRN of the Customer the date of birth of the Customer the name and CRN of the Business the Customer wishes to pay the Centrelink payment from which the Deduction will be made the amount of the fortnightly Deduction the reason for the Deduction (i.e. the good or service you are providing) the date on which the Deduction will start the target amount for the Deduction (if applicable) the end date of the Deduction (if applicable) consent to the disclosure of information between the participating business and the

Department, including for the purposes of the Privacy Act 1988 a notice informing the Customer of their right to change or cancel their Deduction at any

time a notice informing the Customer that further information about Centrepay can be found

online at humanservices.gov.au/centrepay, and an indication that the Customer has provided the information and that it is correct, in the

form of:o a signature for written Deduction Authorities, oro a check box, electronic signature or other similar consent capture mechanism for non-

written Deduction Authorities.

Note: Customers can nominate a target amount or an end date, but not both. You are also responsible for advising Customers that where a Deduction has a target amount and the final Deduction is set to pay less than $2, the second to last Deduction will be increased by up to $2 to cover the final amount.

If you fail to obtain any of the information set out above in a Deduction Authority, the Deduction Authority may be invalid or the Department may withdraw your approval to use Centrepay.

Example written and verbal Deduction Authorities are included at sections 4.6 and 4.7.

4.3. How Deductions are set upA Customer can set up a Deduction in a number of ways:

• via their Centrelink online account via MyGov• using the Express Plus Centrelink mobile app• by contacting the Department, or • by providing a Deduction Authority to a Centrepay approved Business to manage their

Deductions via Centrelink Business Online Services (CBOS).

The minimum Deduction amount for Centrepay is $10.


4.4. Deductions through the DepartmentCustomers can call or visit the Department directly to set up a Deduction by providing the following information:

• your (Business) name • your CRN (if known)• the account or billing or reference number assigned by you (if any)• the amount they wish to have Deducted each fortnight and which welfare payment it is to be

paid from• the date on which they wish to commence the Deductions, and• any date the Deduction should stop or total amount (target) that is to be reached.

4.5. Deductions through BusinessesYou can set up Centrepay Deductions by receiving a Deduction Authority from the Customer and submitting the Deduction Authority to the Department via Centrelink Business Online Services (CBOS), within 3 Business Days from when the Customer gives it.

Important information about setting up, varying or cancelling Deductions: you can decrease the amount of a Deduction or cancel an existing Deduction without the

Customer’s consent. However, you should attempt to advise the Customer before doing so. you must obtain a new Deduction Authority from the Customer if recommencing a previously

cancelled Deduction or where a Deduction Authority has been withdrawn by a Customer. you must obtain a new Deduction Authority before increasing a Deduction amount. This also

applies for arrears payments where the regular Deduction is being increased to catch up amounts where the Customer has fallen behind in their payments.

for each Deduction an end date or target amount can be specified and once the end date or target amount has been reached the Deduction will be automatically cancelled by the Department.

if no target or end date is specified and the Customer no longer receives the goods or services, you must cancel the Deduction if the Customer has not already done so.

You are responsible for ensuring the accuracy of information submitted to the Department via CBOS and that each Customer gives a Deduction Authority with informed consent.

4.6. Example Centrepay Deduction Authority consent wording

The example Deduction Authority consent wording is intended as a guide for you and outlines the minimum content that must be covered when obtaining a Deduction Authority from a Customer to set up or increase a Deduction.

The example is not a Centrepay form and therefore must not be given to Customers to submit to the Department, or submitted to the Department on behalf of the Customer.

Example Centrepay Deduction Authority- Written

I <Customer’s full name> <Customer’s CRN> authorise the Department of Human Services to make a Deduction of $<amount> each fortnight from my <name of Centrelink payment> and pay this amount to <your Business name> <your Business CRN> for <reason for Deduction> commencing from <insert start date>.


Option 1 - Setting up a target amount I request that this deduction of $<amount> continue until the target amount of <Insert target amount> is reached.

Note if a Deduction has a target amount and the final Deduction is set to pay less than $2, the second last Deduction will be increased by up to $2 to cover the final amount.

OR

Option 2 – Setting up an end date

I request that this deduction of $<amount> continue until <insert end date> is reached.

Option 3 – selecting neither option 1 nor option 2

I confirm that this deduction has no target amount and no end date.

I give permission for <your Business name> to disclose my information to the Department of Human Services for the purposes of checking my account number, billing number and amount I want to pay, and reconciling my payment Deduction details. I also give permission for <your Business name> to give the Department of Human Services my correct account and billing number if required.

I understand that:I can change or cancel my Deduction at any time, and further information about Centrepay can be found online at humanservices.gov.au/centrepay

Customer Signature:

Date of Birth:

Date:

4.7. Verbal ConsentYou may request to obtain your Deduction Authority verbally. If you receive Deduction Authorities verbally you must process deductions through CBOS and maintain a record of the Customer’s consent for the deduction (see section 5 Online Services for Centrepay of this document and section 10.7 of the Centrepay Policy).

Example Deduction Authority – Verbal

“Can you please confirm your Date of Birth?”To proceed, customer must provide their Date of Birth

“Do you <Customers name> < Customer’s CRN> authorise the Department of Human Services to deduct <Agreed fortnightly payment amount ($)> per fortnight to pay <your Business name> <your Business CRN> for <goods or service provided to you>?”


To proceed, customer must answer “Yes”

“From which Centrelink payment would you like the Deduction taken from?”To proceed, customer must provide their Centrelink payment

“On which date would you like the Deduction to start?”To proceed, customer must provide a start date for the Deduction

“Would you like to set up a target amount or end date for your Deduction?” “If you set a ‘target amount’ and the final deduction is set to be less than $2, the second last deduction will be increased to <include the final amount>. Do you agree with this happening?”Note to Businesses: Customers can set up a target amount or and end date but not both.Alternatively – do you want to process this deduction with neither a target amount nor an end date?

Capture target amount or end date information, if applicable

“Australian Privacy legislation protects your personal information. Do you give permission for <your Business name> to disclose your information to the Department of Human Services for the purposes of:

checking your account number, billing number and the amount you want to pay, and reconciling your payment Deduction details


“Can you please confirm that you also consent for <your Business name> to provide your account and billing number if required to the Department of Human Services if required”To proceed, customer must answer “Yes”

“Can you please confirm that you understand that: you can change or cancel your Centrepay deduction(s) at any time, further information can be found online at humanservices.gov.au/centrepay”


Telephone Consent:Consent script read and agreed to? <Yes/No>Consent Date: <XX/XX/XX> Consent Time: <00.00.00 am/pm>

4.8. Proof of Customer authorisation You must process a Customer’s Centrepay Deduction via Centrelink Business Online Services within 3 Business Days of obtaining a Customer’s consent.


You must securely store a record of the Customer’s Deduction Authority for a period of 2 years after the Deduction has ceased.

4.9. Commencement of DeductionsOn receipt of a Deduction Authority from a Customer, or upon notice from the Business in accordance with the outlined process, the department will process the Deduction to take place on the Customer’s next available payment date or as instructed by the Customer.

Note: if the department receives a Deduction Authority within 5 business days of the Customer’s next payment date, a Deduction may not commence until the following payment date.

Businesses can check the start date of Customer Deductions via the Deduction and Payment Application (DAPA) through CBOS.

4.10. Types of DeductionsCentrepay enables Customers to make different types of Deductions. Any of these Deduction types can be varied or stopped at any time by the Customer.

You may benefit from encouraging the use of target amounts or end dates, as these features may assist in avoiding overpayments and necessary remedial actions by you or the Customer in relation to ceasing the Deduction.

The following types of Deductions are available:

Ongoing Deductions

These Deductions continue until you or the Customer requests the Deductions stop, or the Customer’s payment stops.

Target amounts

A Customer may authorise a Deduction be paid until a specific target amount has been reached, at which time the Deduction will automatically cease. This can be a single Deduction.

End dates

A Customer may authorise a Deduction be paid until a specified time (end date) has been reached, at which time the Deduction will automatically cease. End dates can only be applied up to 12 months after the date of consent.

Suspended Deductions

A Customer may authorise a Deduction to be suspended for a period of time (maximum of 13 weeks). Suspending a Deduction that is temporarily not required can be used to reduce the likelihood of an overpayment being made. Once a suspension end date has been reached, the Deduction will automatically recommence. You should ask your customers to set up a suspension online or you can suspend a deduction by contacting the Centrepay Helpdesk.

Changing Deduction amounts permanently

A Business may at any time reduce the value of a Deduction.

A Business may only increase a Deduction by obtaining and submitting a new Deduction Authority to the Department.

A Customer may authorise a change to a Deduction amount permanently from their next payment date.


Changes to Deductions are made by the Department in accordance with the Department’s processing timeframes. Typically 24 hours’ notice is required by the Department to process such changes although the Department’s capacity varies with demand. The Department is not responsible if the request has been made and it has not had adequate time to process the change to the Deduction.

Setting up future changes

You can temporarily decrease a deduction for a specified period of time up to a maximum of 13 weeks. You can do this by contacting the Centrepay Helpdesk.

4.11. Payment of Deductions to youThe Department pays Customer Deductions by electronic funds transfer direct to your bank account.

It is essential that you:• maintain correct bank account details with the Department at all times while you are an

approved Centrepay Business, and• give the Department written notification, by an authorised person, of any changes to your

bank account (including BSB, account number and account name). You should allow at least 5 Business Days for the change to take effect.

You should contact the Centrepay Helpdesk to seek the correct process to advise of changes to your bank account details. The Department will not be liable to make any additional payments where:

• you incorrectly advise your bank account details, or• details of your bank account are not advised in writing by an authorised person, or• a change in your bank account is advised without 5 Business Days’ notice.

Important: you must not impose any penalty upon Customers because you have not received any Deduction due to these circumstances.

The Department will not be liable or responsible for any fees or other charges incurred by you as a result of Deductions being paid (or not paid) into your bank account.

Where a Deduction has been directed to your nominated bank account, but for whatever reason was not received, the Department will use its best endeavours to trace that Deduction. If the Department has confirmation that the amount has been returned to the Department, the Department will ensure that the Deduction is promptly redirected to you.

4.12. Reasons why a full Deduction might not be made

At times, the Department may not be able to deliver the amount expected from a Customer’s welfare payment. This information is included in your deduction reports.

Should this occur, you should discuss this directly with the Customer. Customers are encouraged to contact Businesses to make alternative payment arrangements if they are aware that the full Deduction amount will not be paid.

Due to privacy protections, the Department is unable to provide details when payments are insufficient to cover the expected Deduction amount.


4.13. Overpayments An example of an Overpayment may be where a Customer has a Deduction in place for electricity and it is discovered that the Deduction amount far exceeds the amount of money reasonably needed to pay a future electricity bill. You must advise the Department of this so that the Deduction can be amended or temporarily suspended, and you should return the Overpayment to the Customer.If you are unable to return the Overpayment to the customer, you must immediately advise the Department by contacting the Centrepay Helpdesk on 1800 044 063. You will be advised of the process for returning the Overpayment to the Customer or the Department.

4.14. Cancellation of DeductionsOnce a Deduction has been cancelled, you must obtain a new Deduction Authority before recommencing a Deduction, even if the details (such as the amount) have not changed.

Where you become aware a Customer is no longer receiving any goods or services you provide, you must cancel the Deduction Authority within 3 Business Days.

4.15. Promoting Centrepay Once approved for Centrepay, you will be listed on our Find a business or organisation search available at humanservices.gov.au/centrepaybusiness to enable customers to identify approved Centrepay Businesses.

Note: excludes Private Landlords. You can request your details be removed from the search facility by calling the Department on 1800 044 063.

An approved Business is permitted to advise it has Centrepay as an available method of payment on promotional materials. You must not represent your approval to use Centrepay in a manner that represents endorsement of you or your goods or services by the Department or the Australian government. There are specific rules and protocols relating to the use of Departmental promotional material, such as logos, brands and trademarks (see section 4.18 Summary of standard conventions below).

4.16. Criteria for promoting CentrepayYou may only associate Centrepay with your goods and services in accordance with the Centrepay Framework (see page 4 of the Centrepay Policy) and in particular section 4.15 - 4.18 of this Procedural Guide. You should note that:

• only the text and logo in section 4.18 below is approved for use by Businesses and only in the categories described in section 4.18.

• where possible text should include reference to the Human Services website - ‘Go to humanservices.gov.au/Centrepay for more information’.

• when Centrepay is being referred to as a payment option it must be listed alongside and with equal emphasis to other payment methods.

• the Unity Star can only be used in conjunction with the Centrepay wording in the ‘How to Pay’ section of a bill. It cannot be used elsewhere without the Department’s written permission.

• you are not permitted to use the Department’s logo, brand or trademark within any advertising materials (see section 4.17 Materials not permitted).


https://www.humanservices.gov.au/individuals/services/centrelink/centrepay


https://www.centrelink.gov.au/wps/portal/clk_common/TPS

Any requests for the use of Centrepay references not authorised by this Procedural Guide must be referred to the Department for consideration.

4.17. Materials not permittedThe following are examples of advertising materials where use of the Department’s logo, brand or trademark is not permitted:

• flyers, brochures, posters, and vouchers• print media (newspaper, catalogues, magazines)• internet advertising (including Yellow Pages, youTube, online catalogues, and classified ads)• social media advertising (Facebook etc.), and• television and radio advertising.

Note: this list is not comprehensive.

4.18. Summary of standard conventionsCategory Permitted use of Departmental branding in relation to Centrepay

Category 1For Businesses to promote Centrepay to their customers

You may only refer to Centrepay in this category using the following phrasing:

Centrepay is a voluntary bill-paying service which is free for Centrelink customers. Use Centrepay to arrange regular deductions from your Centrelink payment.

you can start or change a deduction at any time. The quickest way to do it is through your Centrelink account online.

The following content may be used in instances where a word limit applies – max 160 characters (including spaces).

Centrepay is a bill paying service, free for Centrelink customers, through which deductions can be made from a customer’s payment directly to your Business.

Category 1AOptional addition to Category 1


you can use Centrepay to pay bills and ongoing expenses like accommodation, education and employment, health, financial products, legal and professional services, utilities, travel and transport, as well as other household costs.


Category Permitted use of Departmental branding in relation to Centrepay

Category 2 Optional addition to Category 1


Use Centrepay to manage expenses such as: Accommodation – residential accommodation including rent, board

and bond Education and Employment – education and childcare provided by

registered providers and employment related expenses Financial Products – low or special interest loans, insurance

premiums, deposits paid to savings programs Health – costs and expenses associated with medical equipment and

services Household – purchase of basic household items and food.

Lease/hire/rent-to-buy of household goods regulated under the National Consumer Credit Protection Act 2009 (Cth)

Legal and Professional Services – expenses associated with legal and other professional matters

Social and Recreational – expenses related to community, social and recreational participation

Travel and Transport – road vehicle expenses, general transportation and furniture removal and storage

Utilities – private, state and territory government utilities and local council services


Category 3For Businesses to use on bills to promote Centrepay to their customers


Use Centrepay to make regular deductions from your Centrelink payment. Centrepay is a voluntary and easy payment option available to Centrelink customers.

Go to humanservices.gov.au/centrepaybusiness for more information and to set up your Centrepay deductions.

Category 4Use of Unity Star by Businesses

The Unity Star may be used in conjunction with Category 2 or 3 approved wording.

The following conditions apply to the use of the Unity Star: the Unity Star should be as tall as at least two lines of text. the Unity Star can only be used in the colours shown on the left, or in

black or white. the Unity Star cannot be distorted or changed (e.g. centre filled in) in any

way. the Unity Star can only be used in conjunction with the Centrepay

wording in the ‘How to Pay’ section of the bill. It cannot be used elsewhere without written permission from the Department.

the Unity Star is protected by legislation and must only be used in accordance with this Procedural Guide for Businesses.

The Centrepay name must not be turned into a ‘logo’, for example, with it touching the Unity Star.

If you require further information on the above, you should contact the Department.

4.19. Feedback and complaintsCustomers or Businesses can make complaints about the operation of Centrepay in accordance with section 23 of the Centrepay Policy. Feedback or complaints about the Department’s actions in relation to Centrepay, or the operation of Centrepay, can be made to the Centrelink feedback and complaints line on 1800 132 468.

The Department responds to complaints received as soon as possible. Further information, including relevant Helpdesk contact details, is available at humanservices.gov.au/feedback

Note: if you or a Customer are dissatisfied with the way a complaint is handled by the Department the matter can be referred for further investigation to other regulatory and oversight bodies, including the Office of the Commonwealth Ombudsman

4.20. Important detailsa. Centrepay Business HelpdeskFor support with Centrepay, such as using online services, advice of changes to Business details or advice of overpayments, contact the Centrelink Business Support Helpdesk within the National Business Gateway.

Email: [email protected]


mailto:[email protected]

https://www.humanservices.gov.au/individuals/contact-us/complaints-and-feedback


Freecall™: 1800 044 063 during business hours

When calling the Centrelink Business Support Helpdesk, provide the following information:• your Business name• your CRN - usually begins with 555• description of the problem or error.

Important: this Helpdesk is for Businesses only. Customers requiring Centrepay assistance can access their Centrelink online account via myGov, their Express Plus mobile app, visit a Service Centre or phone their usual Centrelink payment line.

5. ONLINE SERVICES FOR CENTREPAY5.1. Centrelink Business Online Services (CBOS)CBOS enables you to conduct Centrepay transactions using a single secure online portal.

For the purposes of Centrepay, you can access:

Centrelink deduction and payment reconciliation reports

Businesses approved to use Centrepay are provided with Centrelink Deduction Reports, which provide Centrepay payments, instruction and reconciliation transaction data and can be tailored to your requirements including frequency of delivery (e.g. daily, weekly or fortnightly).

Deductions and Payments Application (DAPA)

Enables approved Centrepay Businesses to add, vary or cancel single Centrepay Deductions, with appropriate Deduction Authority from Customers.

DAPA also allows you to view your Customers’ current and future Centrepay Deductions as well as a recent history of payments made on behalf of Customers to your nominated bank account.

Centrepay Bulk Upload Service (CBUS)

Approved Centrepay Businesses can submit a bulk file of multiple Customer requests to add, vary or cancel Centrepay Deductions, with appropriate Deduction Authority from Customers.

User Guides for using these services are available on the CBOS landing page under the help menu. Any important notifications or messages concerning the service will be posted under the News or Alerts on the CBOS landing page.

5.2. Varying DeductionsUnless you have restricted access, with a valid Deduction Authority you will have the ability to:

start new Deductions (‘Add a Deduction’) stop Deductions (Cancel a Deduction’) increase the amount of a Deduction (‘Vary up’) reduce the amount of a Deduction (‘Vary down’) enter or vary a target amount for a Deduction, and enter or vary an end date for a Deduction.


5.3. How to get accessA CBOS user is an individual registered by you to access CBOS. To register for CBOS, you need to complete and submit an SA445 Business Online Services – User Details form. Details of each individual staff member who requires CBOS access must be included and sign the form. You will need the following information to successfully register for CBOS:

• your Business name • your CRN (for existing Businesses)• name and contact details of the authorised person (if not the applicant) who is designated to

accept terms and conditions associated with CBOS on your behalf, and • details of each individual user requesting access

An authorised officer has the authority to advise the department of any changes to your details and authorise users to access CBOS.

a. Your ResponsibilitiesYou are responsible for:

the actions of your staff (users) in respect of access and use of CBOS, including their compliance with the Centrepay Policy and Terms and this Procedural Guide

notifying the Department immediately of any changes to user access by completing and submitting to the Department, a SA445 Business Online Services – User Details form (e.g. if any staff member is no longer authorised to represent you, or if there are new staff members who require access to CBOS), and

notifying the Department immediately, if any staff member breaches the Department’s Requirements on use and management of passwords or fails to comply with his/her undertaking as detailed on the SA445 Business Online Services – User Details form.

b. Individual Staff (User) ResponsibilityUsers are responsible for:

complying with the individual acknowledgement and undertaking given to the Department only accessing CBOS as required, when performing work duties as an employee of the

Business ensuring that access to information provided through CBOS is not given to any unauthorised

person complying with the Requirements on use and management of passwords as detailed on the

SA445 Business Online Services – User Details form including:o not sharing passwords with any other person o not allowing any other persons to access CBOS using their unique logon details o logging off as soon as practical after each use of CBOS o not leaving computer terminals unattended while logged in to CBOS, and

ensuring that when entering or making changes to a Customer’s deduction information via CBOS, that the Customer has provided appropriate Deduction Authority consent.

5.4. Service availabilityOccasional, unforeseen disruptions to online services may be experienced, which may impact access to CBOS. Additionally, scheduled maintenance is conducted to continually improve and enhance functionality.


Up-to-date information about unexpected service issues or scheduled maintenance dates and times is available on humanservices.gov.au/centrelinkbusinessonline

Businesses requiring urgent support when service is unavailable during business hours should contact the Centrepay Helpdesk on 1800 044 063.

6. YOUR RESPONSIBILITIES6.1. Departmental requirements The Centrepay Framework outlines how you should conduct your activities with Centrepay Customers. To remain eligible, the Department expects your Business will conduct itself in a lawful and ethical manner, and in a way that is beneficial to Customers and not detrimental to the Department.

Lawful conduct includes complying with all laws that regulate you, including, but not limited to, consumer protection, registration, licensing and accreditation, financial and privacy laws, the provision of layby, anti-hawking, cooling off periods and the provision of consumer credit.

Ethical behaviour includes, but is not limited to, dealing with Customers in a fair, honest and equitable manner which does not take unfair advantage of Customers. Some examples of unethical behaviour includes unsolicited meetings (such as door-knocking with a potential Customer which occurs as a result of you approaching that person without a direct invitation from that person), or activities which target, or are predatory towards the disadvantaged or vulnerable.

You must comply with the Centrepay Policy and Terms and any conditions additional attached to its approval to use Centrepay. You must continue to meet the approval criteria and comply with any reasonable request by the Department for information.

6.2. Failure to meet obligationsIf you fail to comply with the Centrepay Policy and Terms or obligations as set out in this Procedural Guide, the Department has a range of actions available to use when managing or addressing assurance or compliance issues. See sections 18 and 19 of the Centrepay Policy for details.

6.3. Management of Customer informationOnce you receive customer information, you are responsible for protecting that information from loss or misuse. You must not adopt, use or disclose a Customer’s CRN for any purpose other than Centrepay.

You are required to comply with all privacy, secrecy and confidentiality laws that apply to the customer information you get from us. This includes, but is not limited to:

• protecting customer information from unauthorised use and disclosure• not disclosing customer information to any third party without customer consent• not selling customer information • securely storing customer information

Examples of secure storage include:• a secure locked cabinet that can only be accessed by authorised individuals


https://www.humanservices.gov.au/organisations/business/services/centrelink/centrelink-business-online-services

• a secure office that is locked and only accessible by authorised individuals• a password protected computer that only authorised individuals can access, or, if on a

computer without password protection, confidential electronically stored documents and files must be password protected, and

• an area that is secure and does not allow Customer access (e.g. in an open plan office an area that is not designated public contact area).

Secure storage would not include:• having documents or files in view, in a non-secure public area • having documents or files that are able to be viewed by staff that are not authorised • locating documents or files in an area that is accessible to the public (e.g. a bookshelf, on an

office desk in a public area, on or under a counter), and• having electronic documents or files accessible on a public computer that non-authorised

individuals have access to.


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