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You’ll have an opportunity to provide feedback before final decisions are made on the reforms.
Strengthening the complaints framework
We’re proposing to improve complaint obligations on businesses under the policy and contractual framework. This includes:
- setting clear expectations on the complaint processes 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 reviewing the Centrepay complaints process and the channels available if you want to speak to us. We’re making improvements so customers are supported, and the expectations of businesses are clearer.
Improve awareness of Centrepay feedback and complaints
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
We’re continuing to improve Centrepay and will have more details available in 2025.
Centrepay reform feedback
If you have feedback about Centrepay service reasons reform, please email us at Centrepay.Reform.Feedback@servicesaustralia.gov.au.
If you’re a customer, don’t include any personal details like your Customer Reference Number or address.
If you’re a business and have more questions, call the Centrepay for businesses team.
General feedback
If you’re a customer, please contact us through Centrepay feedback and complaints.