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Strengthening the complaints framework
We’re proposing to improve complaint obligations for businesses under the policy and contractual framework. This includes:
- setting clear expectations of the complaint processes that businesses must have in place
- making sure businesses have accessible complaints processes
- requiring evidence of complaint processes when a business registers for Centrepay and through complaint and compliance reviews.
Our Centrepay service commitments for customers outline what can be expected of businesses and us.
Reforming Centrepay complaints processes
We’re improving the Centrepay complaints process and the channels available if you want to speak to us. We’re doing this so customers are supported, and the expectations of businesses are clearer.
Improve awareness of Centrepay complaints and feedback
We’ll improve visibility and knowledge about how to make a complaint or give feedback.
We’ll use our existing communications channels to make sure customers are aware of:
- our Centrepay service commitments
- how to make a complaint or give feedback
- how to get help if they can’t resolve a complaint with a business.
Centrepay complaints specialists
We have Centrepay complaints specialists to help resolve Centrepay complaints, including with businesses.
Centrepay complaints specialists do all the following:
- provide support and assistance in complex cases
- contact businesses about feedback and complaints
- connect customers with services they need
- monitor complaints about businesses
- undertake assurance activities and make compliance referrals.
Find out more about what you can expect from us and businesses when using Centrepay.
Giving us feedback
On 31 March 2025, we begin a second round of public consultation.
This round of consultation invites input and feedback from businesses, customers and the broader community on the proposed Centrepay changes.
Centrepay reform feedback
As part of this consultation round, we would like to hear from you on how the proposed changes to Centrepay might affect you or your business.
You’re invited to give us your feedback on DSS Engage from 31 March 2025.
Submissions close at 11:59 pm on 21 April 2025.
General feedback
If you’re a customer, contact us through Centrepay complaints and feedback.