CENTREPAY
PROCEDURAL GUIDE FOR
CUSTOMERS
Contents
Meaning of words and terms used ................................................................................................................ 3
Purpose of this guide ..................................................................................................................................... 3
About Centrepay ....................................................................................................................... 4
Centrepay ....................................................................................................................................................... 4
Eligibility for Centrepay.................................................................................................................................. 4
If you live overseas......................................................................................................................................... 5
Using Centrepay ........................................................................................................................ 5
What Centrepay can be used for ................................................................................................................... 5
Excluded goods and services ......................................................................................................................... 5
Businesses you can pay using Centrepay ....................................................................................................... 6
Businesses that do not use Centrepay ........................................................................................................... 6
Cost of Centrepay .......................................................................................................................................... 6
Your obligations ............................................................................................................................................. 7
Centrepay Businesses obligations.................................................................................................................. 7
Our obligations............................................................................................................................................... 8
Getting started .......................................................................................................................... 9
Setting up a deduction ................................................................................................................................... 9
Using Centrepay to pay for court or infringement fines................................................................................ 9
Information you need to set up a Deduction ................................................................................................ 9
Confirmation your Deduction has been set up ............................................................................................10
Minimum Deduction amount ......................................................................................................................10
Timing of your Deductions ...........................................................................................................................10
Order of Centrepay Deductions ...................................................................................................................10
Managing and tracking your Deductions .................................................................................. 11
Managing your Centrelink online account ...................................................................................................11
Check your Deductions ................................................................................................................................11
Controlling your Centrepay Deductions ......................................................................................................11
Cancelling a Deduction ................................................................................................................................12
Restarting your Deduction after cancelling it ..............................................................................................13
Overpayments and underpayments ............................................................................................................13
Unauthorised Deductions ............................................................................................................................13
Changes to my Centrelink payments ........................................................................................ 13
Changes to your Centrelink payments will affect your Deductions.............................................................13
Changing to a different payment .................................................................................................................14
My representatives ................................................................................................................. 14
Someone to deal with the Business on your behalf ....................................................................................14
Someone to deal with us on your behalf .....................................................................................................14
Public Trustee and Court appointed arrangements ....................................................................................14
My personal information ......................................................................................................... 14
Personal information ...................................................................................................................................14
Protection of your personal information .....................................................................................................15
Support and Assistance ........................................................................................................... 15
More information ........................................................................................................................................15
Help with my payments and Centrepay.......................................................................................................15
Help with online services .............................................................................................................................15
Financial information and help ....................................................................................................................15
Feedback and complaints ........................................................................................................ 16
Feedback or complaints about Centrepay ...................................................................................................16
Complaints about a Business .......................................................................................................................16
Service reasons........................................................................................................................ 16
Accommodation (includes rent, bond and arrears).....................................................................................16
Education and Employment .........................................................................................................................17
Health ...........................................................................................................................................................17
Finance (Only loans listed in this section are permitted under Centrepay) ................................................18
Legal and Professional Services ...................................................................................................................19
Travel and Transport ....................................................................................................................................19
Utilities .........................................................................................................................................................19
Household ....................................................................................................................................................20
Social and Recreational ................................................................................................................................20
Meaning of words and terms used
In this document, words that are capitalised are defined terms that should be understood according to the
meanings below. These meanings are the same as those used in the Centrepay Policy and Terms at
humanservices.gov.au/centrepay
Business means an individual or organisation that provides goods or services to Customers.
Credit Banking means the payment of periodic amounts by a Customer to a Business to be credited
against future bills.
Customer Reference Number (CRN) means the government identifier used to match Customer and
Business records.
Customer is a person who receives a Centrelink welfare payment.
Deduction means an amount of money taken from a Customer’s welfare payment by the department, as
directed by a Deduction Authority, to be paid to a Business for amounts the Customer owes.
Deduction Authority is a record of a Customer’s instruction to the department to make a Deduction and
to pay it to a Business.
Excess Credit, as it applies to Credit Banking, means an amount of money that is unlikely to be required to
pay a future bill.
Overpayment means an amount a Business received that was more than the amount it should have
received.
Regulatory bodies are any organisations involved in the regulation of a Business.
Purpose of this guide
This procedural guide provides practical information about how Centrepay works. Its purpose is to help you
to understand and use Centrepay. It includes:
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information about Centrepay and where to find out more
instructions to help you with your Deductions
details of goods and services Centrepay can and can’t be used for
what you can expect of us and Businesses when using Centrepay.
You can also read the Centrepay Policy and Terms at humanservices.gov.au/centrepay which details the
rules and conditions for Centrepay.
Note: information about Centrepay for Businesses along with a Centrepay Procedural Guide for Businesses
is available at humanservices.gov.au/centrepayorgs The guide provides information on the operation of
Centrepay and contains details of Businesses use of Centrepay and their obligations.
About Centrepay
Centrepay
Centrepay is a voluntary bill-paying service provided by us. It is free for Centrelink customers.
You can use Centrepay to arrange regular Deductions from your Centrelink payment for a range of bills and
expenses. You can start, change, suspend or cancel a Deduction at any time. The quickest way to do this is
through your Centrelink online account.
Important points to note:
•
Centrepay is voluntary and free for you to use. Businesses pay us a fee to receive your Deductions
but this must not be passed on to you.
•
Your Centrelink payment may be varied by a number of factors (such as debts owed, earnings or
participation reasons) that may affect the amount that can be paid to a Business.
•
You are responsible for making up any amounts owed to a Business as a result of a reduced
Centrelink payment.

You must give us permission for your Centrepay Deductions before they can be taken from your
Centrelink payment and sent to the Business you want to pay.

We will usually advise you when your Centrepay Deductions are actioned or updated. We
recommend you regularly check your Deductions online to make sure your arrangements are
correct.
Case study
Crystal and Derrick are a couple on Newstart Allowance. Remembering to pay the rent, electricity and
gas bills on time as well as having the necessary money in their bank accounts when the payment is
due, can be difficult. Since Crystal and Derrick signed up for Centrepay they have never missed a
payment. Centrepay has helped them to budget and pay their bills in regular manageable amounts.
Once their bills have been deducted from their Newstart Allowance, Crystal and Derrick know exactly
how much money they have left for their daily needs.
Eligibility for Centrepay
You can set up Centrepay Deductions from most Centrelink payments and allowances.
However, the following are not available for Centrepay Deductions:
• Advances
• Arrears payments
• Bereavement Payment
• Boarding Allowance
• Child Care Rebate
• Distance Education Allowance
• Parental Leave Pay delivered by employers for Paid Parental Leave Customers
• Second Home Allowance
• Seniors Supplement Allowance
• Farm Household Allowance
• Status Resolution Support Services Payment
If you’re unsure whether you can use Centrepay for a particular expense, telephone your regular payment
contact number or one of the contacts listed in Support and Assistance on page 15.
If you live overseas
You may be eligible to have Deductions made through Centrepay if you live overseas for long periods. The
Centrepay Deduction is paid every 28 days. You should contact us at humanservices.gov.au/contact
through your regular phone line to see whether you are eligible for Centrepay while living overseas.
Note: you can vary or cancel your Deductions online or by phone.
Using Centrepay
What Centrepay can be used for
You can make Centrepay Deductions for the range of goods and services that fall within the following list of
categories:
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Accommodation (real estate agent, private landlord, community or Indigenous housing, nursing/
retirement home)
Education and Employment (education, childcare and employment related expenses)
Health (medical, cost of funerals and veterinary related expenses)
Finance (home contents and motor vehicle insurance, special interest loans including no and low
interest loans, savings plans)
Legal and Professional Services (legal, accounting and other similar professional expenses, court
fines)
Travel and Transport (travel and transport related expenses)
Utilities (electricity, gas, telephone and other services)
Household (clothing, food provision, homecare services, household goods, lay-by. This category will
include a service reason specifically for consumer leases of household goods, and a service reason
for other contracts relating to household goods)
Social and Recreational (sporting activities and equipment, music lessons and other training)
A full list of Service reasons are available on page 16
Excluded goods and services
There are various goods and services that are excluded from Centrepay. These include:

rental or lease payments for goods, where the consumer lease is not regulated under the National
Consumer Credit Protection Act 2009 (i.e. the lease is for less than four months or of indefinite
duration) or where the lessor (Business) does not hold an Australian Credit Licence

payments to any broker, arranger or similar who acts as a ‘middle man’, rather than being the
provider of a Centrepay approved good or service

short-term loan repayments to cash lenders, payday lenders or pawnbrokers

credit card payments and fees

payments for funeral insurance, life insurance, or any other product where payments must
continue to be made until the death of a nominated person to receive benefits

payments for income protection insurance

the purchase of alcohol, tobacco products, pornographic material, gambling products or services,
gift cards, vouchers or homebrew products
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layby or instalments through payment plan arrangements, where the Business primarily trades in
hamper style goods and services

vehicle leasing payments and expenses
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payments for taxi services or hire cars
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any expenses or payment arrangements that, in the department’s view:
1. are inconsistent with the purposes of welfare payments
2. have significant potential for high-cost but low-value goods or services
3. have unfavourable clauses, or
4. expose customers to unacceptable risks of financial stress or exploitation.

any arrangement where the Deduction would not be paid (directly or indirectly) to the Business
that provided the goods or services to customers (e.g. Part IX debt agreements and where the debt
has been 'sold’ by a Business to a debt collection agency).
Businesses you can pay using Centrepay
You should ask the Business you want to pay whether it offers Centrepay as a payment option.
Alternatively, the Business may have included Centrepay as an option on their bill or invoice.
You can also use our Find a business search tool available at humanservices.gov.au/centrepay
Businesses that do not use Centrepay
You can only use Centrepay to pay Businesses who have been approved by us to use Centrepay as a
payment option for their goods and services. If a Business doesn’t have Centrepay you will have to pay
them using another payment option such as BPay or direct debit.
You can ask a Business if they would consider using Centrepay as a payment option. Businesses can find out
more about Centrepay and apply to use the service by visiting our website at
humanservices.gov.au/centrepayorgs
Some Businesses may not be eligible and will not be able to receive payments through Centrepay.
You can read about this in the Centrepay Policy and Terms at humanservices.gov.au/centrepay
Cost of Centrepay
There is no cost to you. Centrepay does not charge you a fee to deduct the money from your payment.
However, we will charge a transaction fee to the Business providing you with the goods and services.
Businesses must not pass this fee on to you.
If you believe you are being charged for Centrepay (whether as a fee or an increase to the cost of goods or
services), you should discuss this with the Business or person you pay.
If you are not satisfied with this response, you should contact us on the feedback and complaints line on
1800 132 468.
Your obligations
You have responsibilities to ensure that Centrepay is working in the best way for you. Your obligations
include:

making sure you have authorised your Centrepay Deductions and that what is set up is correct and
is being paid to the right Business. You also need to give your consent to change your Centrepay
Deductions. For some types of services, you may also give your prior consent up front to make
adjustments to your Deduction to make sure that you aren’t paying too much or too little. Check
with the Business if you are unsure what you have authorised them to do

Regularly check your Deductions using your online account

telling us if you want your Deductions to be set up to come out in a particular order so that those
that are important to you are paid first

making sure your Centrelink payments will cover all your Centrepay Deductions and your other
daily living expenses

being aware that your Centrelink payment may change. This may affect your Centrepay Deductions
because you may not have enough money to cover all of them. Speak to the Business who is
receiving your Deductions to change or make alternative arrangements. There may be adjustments
you can make to reduce your Deductions or suspend them for a temporary period. Remember you
may still have to make payments to the Business under the terms of your contract with them

making up any amounts owed to a Business as a result of a reduced Centrelink payment

when moving to another Centrelink payment checking if your Centrepay Deductions will be
transferred and if not, request that your Centrepay Deductions get set up to come out of your new
payment

instructing the Business to stop your Centrepay Deduction if you are no longer using services from
the Business.
You can find more information about what you need to do to keep receiving your Centrelink payment at
humanservices.gov.au/allservices
Centrepay Businesses obligations
Businesses that allow you to use Centrepay to pay for goods or services have responsibilities including:

complying and acting consistently with the Centrepay Policy and Terms at
humanservices.gov.au/centrepay as part of their approval to use Centrepay
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meeting and maintaining a set of eligibility criteria. The Business is expected to conduct itself in a
lawful and ethical manner, and in a way which is beneficial to you and not detrimental to us
o
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Lawful conduct includes complying with all laws that regulate the Business, 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
o Ethical behaviour includes dealing with you in a fair, honest and equitable manner which
does not take unfair advantage of you
notifying us of any changes to their business or the goods and services they provide
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keeping records of your Centrepay payments for up to 2 years and storing them securely
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having other payment methods to give you options on how you want to pay for goods and services.
It is your choice whether to use Centrepay or not
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not passing on the transaction fee to you and ensuring the full amount you pay is properly
accounted for
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obtaining your consent to use Centrepay
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stopping your Deductions if you don’t need to pay them anymore
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if you overpay any amount, returning the money to you as soon as possible. Arrangements can also
be put in place to reduce your Deductions or suspend them for a temporary period if you build up
an Excess Credit with the Business.
Note: We are not responsible for any outstanding amounts you might owe any Business, including where a
Deduction has not been made due to an insufficient amount available from your Centrelink payment or
departmental error. You will need to speak to the Business who is receiving your Deductions about these
matters.
The Business must have a way to handle complaints and resolve disputes with you.
You can find more information about the requirements of Businesses in the Centrepay Policy and Terms at
humanservices.gov.au/centrepay
Our obligations
We are responsible for Centrepay and providing you, and Businesses, with access to use the service. Our
other obligations include:

providing information and education about Centrepay and its operations. This responsibility
includes providing and maintaining the rules for how it operates and how it is used. Our website
contains information about Centrepay at humanservices.gov.au/centrepay which includes the
latest versions of the Policy and Terms and procedural guides as well as important news and
updates.

assessing Businesses who apply for Centrepay and deciding which Businesses can use Centrepay for
their Customers. We use a rigorous approval process, and Businesses who meet the suitability
criteria and agree to act in accordance with the Centrepay Policy and Terms at
humanservices.gov.au/centrepay are generally approved to use Centrepay. Not all Businesses are
approved to use Centrepay.

working closely with regulators and consumer assistance organisations who are responsible for
protecting your consumer rights. Concerns or complaints about the quality of goods and services
you raise will be referred to the Business, investigated or referred to the relevant Regulatory body
or consumer assistance organisation.
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making sure Businesses use Centrepay correctly. We undertake checks of Businesses, follow up any
complaints or feedback about Centrepay and take action if we find out a Business is not using
Centrepay correctly.
We are committed to continuously improving Centrepay and welcome your feedback.
Note: We are not responsible for the goods or services that a Business provides to you, nor do we in any
way endorse the Business or its goods or services.
Getting started
Setting up a deduction
You can set up Centrepay Deductions a number of ways:

Online: use your Centrelink online account via myGov – see Managing and tracking your
Deductions on page 11 and read our step-by-step instructions at my.gov.au
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Telephone: call us on your regular payment number. You will be asked to give your consent. You
can find this number on letters from the department, or by visiting humanservices.gov.au/contact

Through a Business: some Businesses can organise your Centrepay Deductions for you. You will
need to provide your consent for a Deductions to be made.
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In person: visit one of our Service Centres and get help from our staff.
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By form: complete our Centrepay the easy way to pay your bills (SA325) form and submit the form
using one of the options below:
o lodge the form online via humanservices.gov.au/submitdocumentsonline
o post the form (no postage stamp required) to:
Department of Human Services
Centrepay Services
Reply Paid 7813
CANBERRA BC ACT 2610
o fax it to 1300 766 412
o deliver it to our nearest office.
Using Centrepay to pay for court or infringement fines
If you wish to use Centrepay to pay a court fine, you must contact the relevant Court Administrative Office
in your state or territory to start these types of Deductions.
Information you need to set up a Deduction
To start Centrepay Deductions, you’ll need:
•
your Centrelink Customer Reference Number (CRN)
•
the CRN and name of the Business you’re paying, and if available, the address and phone number.
We recommend that you complete a search to find a Business that accepts Centrepay, taking
note of their CRN before you begin setting up Deductions (their CRN will always start with 555),
and
•
the details of the bill you’re paying, such as the account or billing number.
You’ll also need to decide:
•
the regular Deduction amount to come from your Centrelink payments each fortnight
•
which Centrelink payment your Deduction will come from
•
a start date for the Deduction (you can plan and set up Centrepay Deductions 8 weeks before
they start), and
•
you also have the option to set an end date (no more than 52 weeks after the start date), or set a
target amount for Deductions to stop – see Managing and tracking your Deductions on page 11.
We recommend you regularly check your Deductions online to make sure your arrangements are correct.
Confirmation your Deduction has been set up
Once a Deduction has been set up, in most cases we will send you a letter confirming the details. You will
also be able to see details of your Deduction when using Centrelink Online Services. See Managing and
tracking your Deductions on page 11.
We will let you know whenever your Deductions are changed, suspended or cancelled. We’ll also let
Businesses know when Deductions are changed, suspended or cancelled to help with managing your
account.
Minimum Deduction amount
The minimum amount for each Centrepay Deduction that you set up is $10 per fortnight.
Timing of your Deductions
You will need to decide which Centrelink payment your Deductions will come from. For example, if you are
receiving Newstart Allowance and Family Payments, you can choose to have a Deduction from either one,
or both of these payments.
Your Deduction will commence:
• on your next available payment date, or
• on a date specified by you – you can plan and set up Centrepay Deductions 8 weeks before they
start.
If we receive a Deduction Authority within five business days of your next payment date, the next payment
date might not be the ‘next available payment date’. The Deduction might not commence until your
following payment date.
Once you have set up, your Centrepay Deductions will be paid to the Business on the same day your
Centrelink payments are paid to you.
Centrepay amounts are the last amounts to be deducted from your Centrelink payments. Other amounts
that will be deducted before your Centrepay Deductions may include:
•
•
•
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•
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participation penalty amounts and non-payment periods
weekly payment amount (if you receive your payments weekly)
urgent and advance repayment amounts
debt repayments
child support payments
tax deductions
amounts directed to your Income Management account, and
government housing rent deductions as part of the Rent Deduction Scheme.
Order of Centrepay Deductions
If you have authorised more than one Centrepay Deduction from your Centrelink payment, these will be
applied in the date order in which you have authorised them to be made unless you tell us otherwise.
You can check the order of your Deductions at any time using your online account – see Managing and
tracking your Deductions on page 11. If you want to change the order you need to contact us so we can
change the order for you.
Case Study
Tom receives the Disability Support Pension and has 2 bills that he pays each fortnight using
Centrepay. The first is for his electricity of $20 and the second is for his mobile phone of $10. Tom
has recently moved to a unit and now he has to pay rent of $150 per fortnight. If Tom doesn’t tell
us which order he wants the deductions to be paid, they will continue as is with electricity paid
first, phone next and rent last. But Tom wants to make sure his rent is always paid first. So he
contacted us and we changed the order. Now his rent is the first Centrepay deduction, followed by
his electricity and then phone.
Managing and tracking your Deductions
Managing your Centrelink online account
Centrelink online accounts allow you to conduct a number of activities, as well as view, update and request
information where and when it suits you.
You can manage your Centrepay Deductions and make some changes through this process, which means
you don’t need to call us or visit one of our service centres.
To access this functionality, you need to register for a myGov online account at my.gov.au
You can also view our online account guides and video demonstrations at
humanservices.gov.au/onlineguides
Check your Deductions
To keep track of your money, we recommend you regularly check your Deductions online to make sure
your arrangements are still correct.
You can check and track your deductions in a number of ways:
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
using your Centrelink online account: you can view details of your Deductions online including a
history of the payments we have sent to Businesses on your behalf. If you require Deduction details
for a period earlier than available online, you can request this by contacting us.
using your Deduction Statement: this statement shows detailed information about your upcoming
Centrelink payments, the amounts being deducted and what you have left over. It also shows other
Deductions you have planned to start at a later date. Find out more about Deduction Statements at
humanservices.gov.au/deductionstatements
Learn how to request a document using your Centrelink online account at
humanservices.gov.au/onlineguides
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using your Centrepay Statement: this statement differs from the Deduction Statement in that it
shows transactions of all Centrepay Deductions that have been paid to a particular Business for a
period that you have specified. You can have this printed for you in one of our offices or sent to
you online if you are registered for electronic mail.
contacting a Business: you can contact the Business that your Deductions are being paid to and
request a record of your Centrepay payments for up to 2 years in the past.
Controlling your Centrepay Deductions
There are a number of features to help you control your Centrepay Deductions:
•
Setting a target amount: you may set up a Deduction to be paid until a specific ‘target amount’ has
been reached. Once it is reached, the Deduction will automatically stop. Setting a target amount
works well with bills that have a set amount owing. You can update the target amount before it is
reached, if the bill changes, or if you need to add another amount. For example, if you have a bill
for $200, you can enter this amount as the target amount and your Deductions will stop when the
target amount of $200 has been paid.
•
Setting an end date: you may set up a Deduction to be paid until a specified ‘end date’ has been
reached (no more than 12 months after the start date). Once this date is reached, the Deduction
will automatically stop. Setting an end date works well with expenses that you know will end on a
particular date. You can update the end date before it is reached, if your circumstances change. For
example, if you rent a house for 6 months, you can set up your rent Deduction to end in 6 months’
time.
•
Setting up ongoing Deductions: these Deductions continue until you stop them. Ongoing
Deductions work well for expenses that don’t change too often – for example, electricity or
telephone expenses.
•
Setting up one-off Deductions: You can set the frequency of a payment to ‘one payment only’ for a
one-off Deduction to be paid to a Business – for example, an $80 one-off Deduction for a bus trip,
made to a bus company.
•
Suspending Deductions: you may set up a Deduction to be temporarily stopped for a period up to
13 weeks. After this, your Deductions will restart with the original Deduction amount. For example,
if you have $50 per fortnight deducted to pay child care fees but choose to stop the Deduction for
6 weeks when your child isn’t in care, it will then begin again for $50 per fortnight after 6 weeks.
•
Temporarily varying Deductions: you may request a Deduction to be temporarily changed from a
future Centrelink payday for a temporary period up to 13 weeks. At the end of the temporary
period, the Deduction amount will automatically change back to the original amount. For example,
it is now summer and you have noticed on your last electricity bill that you are in credit because
you are using less electricity than in winter. You currently have a Centrepay electricity deduction of
$25 per fortnight and decide to temporarily vary this amount down to $10 per fortnight for your
next 6 pays. At the end of this period, your Centrepay electricity deduction will automatically
change back to the original amount of $25 per fortnight.
•
Choosing the order of your Deductions: you can choose the order in which your bills are paid so
they are deducted from your payments in the order that is important to you – such as putting your
rent first, electricity second, telephone third and finally your no interest loan repayment. Of course,
the order is up to you.
•
Changing Deduction amounts permanently: you can change your Deduction amount permanently
from a future Centrelink payday. This may help if your bill has increased or decreased – for
example, if your rent is going to change from $150 per fortnight to $165 per fortnight in 4 weeks’
time and you want your rent Deduction to permanently change to $165 from your payday in 4
weeks’ time.
•
Setting up future changes: You can also change a Centrepay Deduction amount up to 8 weeks into
the future or stop a Deduction up to 12 months into the future. Once either of these future dates
occur, your requested change will automatically take effect. For example, you can request a
current Deduction to increase from $20 per fortnight to $30 per fortnight in three payday’s time.
You can also request this deduction amount to remain in place up to 12 months into the future.
Cancelling a Deduction
You can stop a Deduction at any time (online, by phone or in person). Additionally, all Businesses have the
ability to cancel Deductions on your behalf with your authorisation.
If you still have outstanding amounts owing on your bills, you will need to contact the Business your
Deduction was being paid to and make other payment arrangements.
Restarting your Deduction after cancelling it
You can restart Deductions that you have cancelled by following the process for starting a new Deduction,
see Getting started on page 9.
Remember you can temporarily suspend a Deduction rather than stopping and re-starting it. This will make
sure you don’t forget to re-start it. See Controlling your Centrepay Deductions on page 11.
Overpayments and underpayments
If you have paid too much to a Business, you may wish to reduce the Deduction amount, suspend the
Deduction for a while or request the Business to refund you the excess amount.
If you are paying too little to a Business you can choose to increase the amount of your Deduction.
Alternatively, you can make arrangements directly with the Business to make up any outstanding amount.
Case study
Tanya uses Centrepay to pay her $300 electricity bill. Every fortnight $50 is deducted from her
payment. For the last two quarters Tanya’s electricity bill has only been $240. Tanya notices that
she has overpaid, and is in credit, and decides to reduce her fortnightly Deduction down to $40 for
the next quarter. If Tanya’s next bill increases or decreases she has the option to increase or
further decrease her Deduction in order to pay her bill.
Unauthorised Deductions
If a Deduction occurs that you did not authorise, you should contact us as soon as possible. We will check
your Deductions and advise you what you need to do or we may take action to follow it up for you.
Changes to my Centrelink payments
Changes to your Centrelink payments will affect your Deductions
Changes to your Centrelink payments can affect your Centrepay Deductions.
Sometimes we won’t be able to deduct the full amount requested from your Centrelink payment if it’s
significantly reduced, suspended or cancelled. Your Centrelink payment may be reduced because:
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of your reported income or earnings
it is a non-payment period, or
other deductions, such as overpayments, have been made leaving you without enough funds for
your Centrepay Deductions.
If your Centrelink payment is suspended or cancelled for any reason and not restored within 14 days, any
Centrepay Deductions you have will also stop.
If any of this happens, you will need to contact the Business your Deduction is being paid to and make
other payment arrangements.
If your Centrelink payment starts again within the same 14 day period then your Centrepay Deduction will
automatically start again and you don’t have to do anything.
Changing to a different payment
If you move from one type of payment to another and there is no break in payment, your Centrepay
Deductions will continue.
If you move from one type of payment to another, and there is a break in payment, you will need to set up
your Centrepay Deductions again. You may also need to check whether you need to catch up on any
missed payments with the Business.
My representatives
Someone to deal with the Business on your behalf
You will need to speak with the Business if you wish to arrange for another person or organisation to
represent you when dealing with the Business about your Centrepay Deductions.
Someone to deal with us on your behalf
You can arrange for someone else to act or make enquiries on your behalf when dealing with us visit
humanservices.gov.au/nominees
Arrangements that you can set-up include:
 Nominees – if you want someone to act on your behalf when dealing with us, you can authorise a
person or organisation to be your nominee. A correspondence nominee can do most of your
Centrelink business for you, including Centrepay. You can cancel a nominee arrangement at any
time by contacting us. Having a nominee does not stop you from doing your own Centrelink or
Centrepay Business with us.
 Person Permitted to Enquire – if you only want a person or organisation to make limited enquiries
about your Centrelink payment and Centrepay Deductions you can give them permission to
enquire. This is not a nominee arrangement.
Public Trustee and Court appointed arrangements
If a court or tribunal has appointed someone else (such as a public trustee) to manage your affairs, you will
need to speak to them to set up or change your Centrepay deductions.
My personal information
Personal information
Personal information, such as your name, Centrelink Customer Reference Number and date of birth are
used to ensure we set up your Deductions correctly.
We give information including your name, Centrelink Customer Reference Number, payment type and
Deduction details to the Business you have nominated in order to:
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check your account number and the amount you want to pay, and
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reconcile your payment Deduction details.
We may also give your information to other parties in the following circumstances:
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for the purposes of research
for investigation
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where you have agreed
where it is a requirement, or
when it is authorised by law.
Protection of your personal information
We are bound by strict confidentiality and secrecy provisions that limit how we use your information and
how it can be released.
You can read more about how your personal information has been collected or managed, and your right to
privacy at humanservices.gov.au/privacy to familiarise yourself with our approach to privacy. You can also
call our Customer Relations Unit on 1800 132 468 or the TTY phone on 1800 000 567.
Businesses must securely store all information they receive from the department and comply with all
privacy laws.
If you are not satisfied with how we have handled your privacy concerns, visit the Office of the Australian
Information Commissioner website at oaic.gov.au
Support and Assistance
More information
Read more about Centrepay at humanservices.gov.au/centrepay or contact us at
humanservices.gov.au/contact
Centrepay Policy and Terms available at humanservices.gov.au/centrepay outlines the rules and guidelines
for using Centrepay.
Help with my payments and Centrepay
You can find more information about your payments and Centrepay at humanservices.gov.au/centrepay,
by visiting your local DHS office or by contacting your usual payment line by visiting
humanservices.gov.au/contact
Help with online services
You can get step-by-step guides and service availability as well as other information through Centrelink
online services by visiting humanservices.gov.au/centrelinkonline and myGov.
Financial information and help
In addition to Centrepay, we provide a range of services to help you manage your money and payments
from us. Support can include family budgeting, saving for something you need, or managing your debt.
These services are free and confidential.
Read more about Financial Management Services and find how to get a referral at
humanservices.gov.au/fis
A number of other government and community organisations also provide support services and useful
information you may find helpful for managing your money visit
humanservices.gov.au/managingyourmoney
Feedback and complaints
Feedback or complaints about Centrepay
We welcome feedback on the operation of Centrepay and how it is working for you. If you want to submit a
complaint or provide feedback to us, you can do it through your online account or directly to us.
You can find more information about how we handle your feedback by visiting
humansevices.gov.au/feedback
Complaints about a Business
If your complaint relates to the actual goods or services that you have received from a Business, you should
discuss this with the Business in the first instance.
When purchasing goods or services remember you have consumer rights. Read more about protection and
rights you have as a consumer on the Australian Competition and Consumer Commission website at
acc.gov.au
You can seek help with your rights from other organisations. Read more about how to complain, including
how to seek help from ombudsman services, regulators, fair trading offices or free legal services on the
Australian Securities and Investments Commission’s MoneySmart website at moneysmart.gov.au
If your complaint relates to the way a Business is using Centrepay, submit a complaint or provide feedback
to us at humanservices.gov.au/feedback
Service reasons
Accommodation (includes rent, bond and arrears)
Centrepay cannot be used for government housing payments to state or territory housing authorities. You
should contact your local housing authority to establish alternative payment arrangements using the Rent
Deduction Scheme.
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Service reason – Boarding House Accommodation
Service reason code – BDH
Description – Payment for board and/or lodgings either in a private home or other shared
accommodation.
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Service reason – Caravan Park Fees
Service reason code – CPF
Description – Rental and/or site costs in a caravan park.
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Service reason – General Community Housing
Service reason code – GCH
Description – Accommodation provided by community organisations.
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Service reason – Indigenous Community Housing
Service reason code – DIH
Description – Accommodation provided by Indigenous community organisations.
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Service reason – Short-Term Accommodation
Service reason code – STA
Description – Short-term accommodation not specifically for Indigenous Australians, including
sheltered accommodation, disability, rehabilitation and hostels.
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Service reason – Indigenous Short-Term Accommodation
Service reason code – ISH
Description – Short-term accommodation for Indigenous Australians, including sheltered
accommodation, disability, rehabilitation and hostels.
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Service reason – Private Landlords
Service reason code – PRD
Description – Rent charged by landlords for private accommodation.
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Service reason – Real Estate Agents
Service reason code – EAG
Description – Rent paid to an appointed real estate agent.
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Service reason – Property Management
Service reason code – PMG
Description – Rent paid to an appointed property manager.
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Service reason – Supported Accommodation
Service reason code – RVF
Description – Fees and charges for retirement village, nursing home, lifestyle village or hospice
style accommodation.
Education and Employment
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Service reason – Child Care Services
Service reason code – CHC
Description – Ongoing, after school, occasional and holiday child care services by registered carers
and child care providers approved by the Department of Social Services (DSS). Can include arrears
payments.
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Service reason – Education Expenses
Service reason code – EDF
Description – Fees and charges for education services to any registered educational provider, and
any related educational expenses including uniforms, equipment, workshops and excursions. Can
include arrears payments.
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Service reason – Employment Expenses
Service reason code – TOT
Description – Employment-related expenses, including tools of trade, work uniforms, protective
clothing, training and footwear.
Health
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Service reason – Funeral Expenses
Service reason code – FBF
Description – Funeral plans and bonds, prepaid funerals and actual costs of a funeral paid to
funeral homes, funeral directors or other providers that hold appropriate accreditations and
registrations. Does not include funeral insurance.
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Service reason – Ambulance
Service reason code – AMB
Description – Provision of ambulance or associated services such as payments for services provided
by the Flying Doctor Service, emergency helicopter transfer service and other similar services.
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Service reason – Medical Services and Equipment
Service reason code – MEX
Description – Medical services such as consultations, medication, hospital costs and rehabilitation.
Equipment such as wheelchairs, crutches, oxygen tanks. This service reason also includes
veterinarian expenses for domestic pets.
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Service reason – Disability and Community Services
Service reason code – DCT
Description – Provision of a suite of goods and/or services related to disability and community
services, which may include respite for carers, travel and transport, education and training
programs, meal preparation, home-care services, therapy services and assistive equipment. Can
include payments for arrears.
Finance (Only loans listed in this section are permitted under Centrepay)
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Service reason – Community Group Loans
Service reason code – CGR
Description – Repayment of loans to approved community organisations for assistance with:
o the purchase of household items
o establishing proof of identity
o assistance with money management
Includes Family Income Management Scheme no interest loans.
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Service reason – No Interest Loans
Service reason code – FIL
Description – Repayments of Department of Social Services (DSS) approved No Interest Loans
(NILS) issued by Good Shepherd Microfinance.
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Service reason – General Community Housing Loans
Service reason code – GCL
Description – Repayments of low interest housing loans provided by approved community
organisations.
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Service reason – Indigenous Community Housing Loans
Service reason code – IHL
Description – Repayments of low interest housing loans provided by approved Indigenous
community organisations.
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Service reason – Special Interest Loans
Service reason code – SIL
Description – Repayments of Centrepay approved appropriate loans including special and low
interest loans.
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Service reason – Insurance Services
Service reason code – ISR
Description – House, home contents, vehicle, boat, caravan, private health insurance cover through
approved and regulated insurance providers. Does not include funeral, life or income protection
insurance, or payments to insurance agents or brokers.
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Service reason – Savings
Service reason code – SAV
Description – Deposits paid to microfinance savings plans provided by a partnership between notfor profit organisations 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 which do not charge fees
for savings or put the customer at a disadvantage.
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Service reason – Low Interest Loans
Service reason code – DCT
Description – Repayments for microfinance loans provided by a partnership between not-for-profit
organisations and financial institutions. The financial institution must be regulated under the
National Consumer Credit Protection Act 2009 and hold an Australian Credit License.
Legal and Professional Services
If you wish to use Centrepay to pay a court fine or infringement, you must contact the relevant Court
Administrative Office in your state or territory to start these types of Deductions.
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Service reason – Court Fines
Service reason code – CRT
Description – Court-imposed fines and expiation notices including payment of compensation to
victims of crime.
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Service reason – Court Infringements
Service reason code – CTI
Description – Infringements, such as speeding or parking fines.
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Service reason – Professional Services
Service reason code – LAF
Description – Professional services and related expenses including legal, accounting, financial
planning services, and costs associated with births, deaths and marriages reports.
Travel and Transport
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Service reason – Motor Vehicle Registration
Service reason code – MVR
Description – Registration of vehicles including cars, motorbikes, caravans, boats and trailers, and
payment for compulsory third party insurance.
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Service reason – Travel and Transport
Service reason code – TVL
Description – Travel and transport costs and expenses, including ‘Return to Country’, general
transportation costs, furniture removal and storage, vehicle repairs and fuel. Does not include taxi
fares, hire cars or vehicle leases.
Utilities
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Service reason – Council Services
Service reason code – LRD
Description – Land, water, sewerage, rates and other services provided by local councils, shires or
authorities.
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Service reason – Local Council Community Services
Service reason code – LCS
Description – Community service costs provided by local council/shires.
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Service reason – Electricity
Service reason code – ELE
Description – Provision of electricity.
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Service reason – Gas
Service reason code – GAS
Description – Provision of mains and/or bottled gas.
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Service reason – Telecommunications
Service reason code – TEL
Description – Telecommunication services including fixed telephone line rental and use, mobile,
internet and data services.
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Service reason – Water
Service reason code – WAT
Description – Connection and provision of water services. Does not include bottled water.
Household
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Service reason – Basic Household Items
Service reason code – CFW
Description – 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.
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Service reason – Household Goods Lease and Rental
Service reason code – WGS
Description – Rental of household goods (including whitegoods, electrical and furniture) – only
through leases regulated under the National Consumer Credit Protection Act 2009 and where the
lessor holds an Australian Credit Licence.
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Service reason – Food Provision
Service reason code – FPR
Description – Food (and personal items) related costs, including grocery and community store
purchases, ‘meals on wheels’. Does not include alcohol or tobacco products.
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Service reason – Home-care and Trade Services
Service reason code – HCS
Description – 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.
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Service reason – School Nutrition Programme
Service reason code – SNP
Description – Community and school-based nutritional programs for students.
Social and Recreational
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Service reason – Social and Recreational Commitments
Service reason code – SOR
Description – Fees or donations, including sporting and musical activities and equipment, church
donations, sponsorships.