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You’ll have an opportunity to provide feedback before final decisions are made on the reforms.
How we’ll strengthen the compliance framework
We’re proposing to improve our compliance processes by:
- tightening the contractual framework, safeguards, conditions and terms of use to make sure compliance obligations and expectations are clear to businesses
- strengthening compliance processes and methodology to improve evidence gathering and make sure investigations are robust
- expanding and increasing compliance reviews to make sure more businesses are contacted and obliged to comply
- improving use of data to identify current and emerging risks and identify non-compliance
- improving information sharing to help referrals and cooperation with other government agencies
- explaining compliance strategy and priorities including a new Centrepay compliance framework to assist customers and businesses where relevant
- improving public knowledge and understanding of compliance activity.
What our Centrepay compliance specialists do
We have compliance specialists who make sure businesses are accountable for the way they use Centrepay.
Compliance specialists do the following:
- provide education and support to assist businesses to comply
- perform assurance activities to test compliance
- initiate targeted and random compliance reviews
- investigate tip-offs, public reports and referrals from other government agencies
- share information with other government agencies
- monitor complaints about businesses
- take action to suspend and withdraw non-compliant businesses.
To ensure compliance, our specialists work with the public, advocacy and consumer groups, and other government agencies, and share details when needed.
Business obligations
All Centrepay registered businesses must comply with the Centrepay framework and all applicable laws. It’s your obligation as a Centrepay business to make sure all staff in your business comply.
If we find a business in breach of the framework, we’ll suspend or withdraw their approval to use Centrepay.
We’ll also withdraw approval of any businesses that haven’t received a Centrepay deduction in the last 12 months.
As we reform Centrepay policy, we’ll review and strengthen Centrepay compliance.
Giving us feedback
We’re continuing to improve Centrepay and will have more details available in 2025. You’ll have an opportunity to provide feedback before final decisions are made on the reforms.
Centrepay reform feedback
If you have feedback about Centrepay compliance 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.
If you have problems with a business
If you’re a customer and having trouble working out a Centrepay issue with a business, please contact us through Centrepay feedback and complaints.
If you think a business is committing fraud against Centrepay, you should report it. Find more information on how to report fraud.