Centrepay Reform Discussion Paper

Where are you located?
NSW
Are you urban (major city) / regional (city or town) / rural / remote?
Rural
Are you a person with disability?
Yes
Are you an Aboriginal or Torres Strait Islander Australian?
No
Are you from a Culturally and Linguistically Diverse (CALD) background?
No
Are you a Centrepay customer?
Yes

POLICY INTENT
Do the critical areas for reform outlined above reflect the evolving needs of customers and stakeholders?
Yes

APPROVED GOODS AND SERVICES
Does the current list of authorised goods and services include what should be available through Centrepay?
No. Council rates should be available to ALL local councils in Australia.

Are there any specific goods and services, including those already approved on the program as per the listing above, that should be excluded from Centrepay?
Online retailers

What criteria should be used to consider whether to include or exclude any goods or services?
Where is it located?
How long has it been established?
Is it an essential or important service or product?

DEDUCTION ARRANGEMENTS
Are the current Centrepay deduction types sufficient and provide the appropriate flexibility to support customers in managing their own finances?
Yes.
I have a few open-ended agreements and the restriction of putting a target amount on them will disadvantage me. I do this for electricity, phone, and vet bills.

Should there be restrictions on the types of deductions (i.e. ongoing, amounts) that can be established for specific goods and services?
Yes.
Nothing should have a limit greater than 2000 dollars

Should there be a maximum percentage limit on the amount customers can allocate from their Centrelink payment to their Centrepay deductions? Should this percentage apply to all Centrepay service reasons or to a selection of service reasons?
Yes.
Nothing more than 50%, except for essential bills like rent, utilities, and communications

Should businesses retain the ability to establish Centrepay deduction arrangements on behalf of customers?
It depends on what arrangements were needed.

Should certain businesses have conditions imposed limiting the access they have to manage deductions on behalf of customers?
Yes.
All changes should be mutually agreed on where it is a

What are the further conditions that should be applied to deduction arrangements to further strengthen customer protections?
The ability to suspend payments for a short time without financial disadvantage.

Does the agency’s existing Centrepay resources and information available to customers clearly outline the customer authority process and customer’s ongoing requirements to manage their deductions?
Not really.

BUSINESS
Having regard to the Centrepay Procedural Guide for Businesses, are there any further obligations that businesses should be required to comply with in order to become or remain an eligible registered Centrepay business?
Make sure all Centrepay requests are handled with sensitivity and confidentiality.

What community expectations could be incorporated into assessing Centrepay registered businesses?
That essential services are included, such as council rates, and that deductions are easier to handle than bank,deductions.
Businesses to be assured that payments will be made, and are as valid as bank deductions.

What risk factors should the agency consider in assessing a business for Centrepay registration?
Length of time in business.
Industry background.
Possibility of overcommitting the customer to purchase things they cannot afford.

What, if any, additional conditions should be placed on businesses to ensure increased flexibility and protections for customers when considering the use of Centrepay as a payment method?
Make sure any costs are not passed onto the customer.

What flags would you expect the agency to be monitoring to trigger engagement with businesses in relation to their compliance with Centrepay policies?
Amount of purchases made, both in volume and amount. Complaints about service provider. Overcharging for goods or services paid for via Centrepay.

Are there any business models that should be excluded from Centrepay and if so, what criteria should be used to consider their inclusion or exclusion?
No

COMPLIANCE
What should a business be monitored against to remain registered as a Centrepay business?
Pushing clients to make higher repayments that could place them into financial difficulties.

What information should be made available, to Centrepay customers and the public, regarding any compliance action taken by Services Australia against a Centrepay registered business?
Naming of the business, and what they are being investigated for.
Number of complaints made against the business.

OVERPAYMENTS
What information and further assistance would be useful to customers when an overpayment has occurred?
If transferring to a new company, ensuring that the details are forwarded onto Centrepay and making sure any funds collected after the cut off date are transferred back to Centrelink for transfer to the new company.

How would customers prefer to be notified about overpayments?
Via
Etter and phone call/sms

What factors are contributing to customers accumulating credit with businesses? And how can the agency better support customers to avoid overpayments with businesses?
Making the process easier for both business and client to have overpay,ents returned.
Some people use this system to build up a reserve with a company, this should not be penalised.

CONSULTATION AND ENGAGEMENT
What does meaningful consultation and engagement look like to you with respect to reforming the Centrepay service?
Including input from existing clients, potential clients, dvicacy services, carers, and asking for their input. Informing businesses of arrangement changes.