Centrepay complaints and feedback

If you’re a customer, follow these steps:

1. Open the online form and select Begin.
2. Select Submit a Complaint, then Next.
3. Read the information and select Continue.
4. Select A customer, then Next.
5. If you want to remain anonymous select Yes, or if you don’t want to remain anonymous select No. If you chose:
   • Yes, select Next then Continue.
   • No, select Next, enter your First name, Last name and CRN in the boxes then select Next, then Continue.
6. For the Service type select General Payments and Services, and for the Service detail select Centrepay Deduction Service, then Next.
7. Select Yes if you have told us about this complaint before or No if you haven’t told us, then select Next.
8. To tell us about your complaint select A debt, deduction or collection then Next.
9. For Complaint details select the best option from the dropdown list and for Feedback details enter the information in the box, then select Next, then Continue.
10. For Outcome sought select the best option from the dropdown list, then for Outcome sought details select the best option from the dropdown list. Enter any further details in the box and then select Next, then Continue.
11. At Review and submit you can now check the information you entered before you send it to us. Select the relevant Edit button for each section to make any changes. When you’re sure the information is correct, select Submit.

After you submit your complaint or feedback if you chose to stay anonymous you won’t get a receipt or be able to find out about progress. We won’t be able to contact you.

If you gave us your details you’ll:

• get a Feedback ID
• be able to view the status of your feedback
• have your feedback stored on your customer record.

If you’re acting for someone else, follow these steps:

1. Open the online form and select Begin.
2. Select Submit a Complaint, then Next.
3. Read the information and select Continue.
4. Select A nominee/representative, then Next.
5. Enter your First name and Last name in the boxes, then select Next.
6. Enter the customer’s First name, Last name and CRN in the boxes, then select Next, then Continue.
7. For the Service type select General Payments and Services, and for the Service detail select Centrepay Deduction Service, then Next.
8. Select Yes if you have told us about this complaint before or No if you haven’t told us, then select Next.
9. To tell us about your complaint select A debt, deduction or collection then Next.
10. For Complaint details select the best option from the dropdown list and for Feedback details enter the information in the box, then select Next, then Continue.
11. For Outcome sought select the best option from the dropdown list, then for Outcome sought details select the best option from the dropdown list. Enter any further details in the box and then select Next, then Continue.
12. If you want us to contact you about your complaint select Yes or No. If Yes provide preferred phone contact and the time not suitable for contact. If you select No Services Australia will only contact if further information is required to address your feedback. After choosing your option and completing the fields select Next.
13. At Review and submit you can now check the information you entered before you send it to us. Select the relevant Edit button for each section to make any changes. When you’re sure the information is correct, select Submit.

After you submit your complaint or feedback you’ll:

• get a Feedback ID
• be able to view the status of your feedback.

If you’re from a third party organisation, follow these steps:

1. Open the online form and select Begin.
2. Select Submit a Complaint, then Next.
3. Read the information and select Continue.
4. Select A third party organisation, then Next.
5. Enter the Organisation name, First name and Last name in the boxes, then select Next.
6. If you want to give us the customer’s details, enter their First name, Last name and CRN in the boxes, then select Next, then Continue.
7. For the Service type select General Payments and Services, and for the Service detail select Centrepay Deduction Service, then Next.
8. Select Yes if you have told us about this complaint before or No if you haven’t told us, then select Next.
9. To tell us about your complaint select A debt, deduction or collection then Next.
10. For Complaint details select the best option from the dropdown list and for Feedback details enter the information in the box, then select Next, then Continue.
11. For Outcome sought select the best option from the dropdown list, then for Outcome sought details select the best option from the dropdown list. Enter any further details in the box and then select Next, then Continue.
12. If you want us to contact you about your complaint select Yes or No. If Yes provide preferred phone contact and the time not suitable for contact. If you select No Services Australia will only contact if further information is required to address your feedback. After choosing your option and completing the fields select Next.
13. At Review and submit you can now check the information you entered before you send it to us. Select the relevant Edit button for each section to make any changes. When you’re sure the information is correct, select Submit.

After you submit your complaint or feedback you’ll:

• get a Feedback ID
• be able to view the status of your feedback.