Centrepay Procedural Guide
                     for Businesses
      Content
                                       v5.0 effective 1 August 2019
                1.   What is Centrepay?..............................................................................................................4
                  1.1   Purpose of this document.................................................................................................4
                  1.2   Changes to this document................................................................................................4
                2.   Before you apply...................................................................................................................4
                  2.1   Understanding the Policy and Terms................................................................................4
                  2.2   Changes to your details....................................................................................................4
                  2.3   Changes to authorised officer and contact officer details.................................................6
                  2.4   Subcontracting.................................................................................................................6
                  2.5   Additional requirements for credit activities in relation to household goods and services.7
                  2.6   Centrepay service categories and service reasons..........................................................7
                  2.7   Included service reasons..................................................................................................8
                  2.8   Excluded expenses and payment arrangements............................................................12
                  2.9   Fees associated with Centrepay....................................................................................13
                  2.10 Fee structure..................................................................................................................13
                  2.11 Options for payment of fees...........................................................................................14
                  2.12 Fee reporting..................................................................................................................14
                3.  Applying for Centrepay........................................................................................................14
                  3.1   Application process........................................................................................................14
                  3.2   Once approved...............................................................................................................14
                4.  Using Centrepay..................................................................................................................15
                  4.1   Deduction Authority........................................................................................................15
                  4.2   Information needed to set up deductions........................................................................15
                  4.3   How Deductions are set up............................................................................................16
                  4.4   Deductions through the Agency......................................................................................16
                  4.5   Deductions through Businesses.....................................................................................16
                  4.6 Example written Deduction Authority.................................................................................17
                  4.7   Example verbal Deduction Authority...............................................................................18
                  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................................................................................................................20
                  4.14 Cancellation of Deductions.............................................................................................21
                  4.15 Promoting Centrepay.....................................................................................................21
                  4.16 Criteria for promoting Centrepay....................................................................................21
                  4.17 Materials not permitted...................................................................................................22
             PAGE 2 OF 27                                                                              Services Australia
                  4.18 Summary of standard conventions.................................................................................22
                  4.19 Feedback and complaints..............................................................................................24
                  4.20 Important details.............................................................................................................24
                5.  Online services for Centrepay.............................................................................................24
                  5.1   Centrelink Business Online Services (CBOS)................................................................24
                  5.2   Varying Deductions........................................................................................................25
                  5.3   How to get access..........................................................................................................25
                  5.4   Service availability..........................................................................................................26
                6   Your responsibilities.............................................................................................................26
                  6.1   Agency requirements.....................................................................................................26
                  6.2   Failure to meet obligations.............................................................................................26
                  6.3   Management of Customer information...........................................................................26
                  6.4   Withdrawal from Centrepay............................................................................................27
             PAGE 3 OF 27                                                                              Services Australia
         1.  What is Centrepay?
         Centrepay is a voluntary bill-paying service that is free for Centrelink customers. 
         Through Centrepay, a Customer can authorise Services Australia (the Agency) to deduct regular amounts 
         from their welfare payments to pay their bills and expenses to an approved Business.
         The Agency considers the needs of Customers when determining how to administer and operate Centrepay.
         1.1 Purpose of this document
         This 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. In this document references to ‘you’ and ‘your’ are references to an 
         ‘approved Business’, unless otherwise stated. 
         All documents are available on our website at servicesaustralia.gov.au/centrepaybusiness
         1.2 Changes to this document
         The Agency may, from time to time, make changes to this Procedural Guide and publish advice of these 
         updates on our website: servicesaustralia.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 apply
         2.1 Understanding the Policy and Terms
         You 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 Agency 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 details
         a. Change to information provided 
         Section 9.1b of the Centrepay Policy requires you to notify the Agency 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. 
         This section 2.2a provides details on the minimum requirements that you must meet in order to comply 
         with the requirements of section 9.1b of the Centrepay Policy.
         Changes to any of the information you provided to the Agency, including on the Business Application, must 
         be notified to the Agency within 5 Business Days of you becoming aware of the change.
         This includes (but is not limited to) changes to:
            your Business name (legal and trading) and/or Australian Business Number (ABN) (if your ABN 
             changes, you will need to submit a new Business Application form)
         PAGE 4 OF 27                                                 Services Australia