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Strengthening the compliance framework
We’re proposing to strengthen 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 the use of data to identify current and emerging risks as well as identify non-compliance
- improving information sharing to help referrals and cooperation with other government agencies
- clearly explaining our compliance strategy and priorities, to assist businesses and customers understand their obligations
- improving public knowledge and understanding of compliance activity.
Centrepay compliance specialists
Our compliance specialists make sure businesses are accountable for the way they use Centrepay.
They 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.
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
We’d 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, please contact us through Centrepay complaints and feedback.
If you have problems with a business
If you’re a customer and having trouble working out a Centrepay issue with a business, contact us through Centrepay complaints and feedback.
If you think a business is committing fraud against Centrepay, you should report it. Find more information on how to report fraud.