Centrepay reform

Centrepay started in 1998 to help customers in Western Australia pay for housing.

We’re working with stakeholders to reform Centrepay in a simple, helpful, respectful and transparent way.

Our approach

As we reform Centrepay, we’ll address the following:

• safeguards and protections for customers to reduce financial harm
• ensuring the right products and services are available through Centrepay
• identifying high-risk products, services and business practices
• use of Centrepay as a tool for financial empowerment and self-management
• rules and obligations for businesses using Centrepay
• the Centrepay compliance approach.

These changes will empower customers to manage their own expenses, buy goods and services and help improve financial independence.

Pausing applications to be a Centrepay registered business

We aren’t accepting new business applications while we reform Centrepay.

Existing businesses will continue to get their Centrepay deductions from customers.

Consultation

As we reform Centrepay, we’ve consulted with the following stakeholders:

• consumer advocacy groups
• Centrepay customers
• communities
• state and federal government agencies
• Centrepay businesses
• regulatory bodies.

Talking to a wide range of stakeholders has helped us understand the needs and benefits of customers including:

• Aboriginal and Torres Strait Islander Australians
• People living in remote communities
• older Australians
• people with disability
• culturally and linguistically diverse people.

Throughout this process we’ve focused on building capability for sustained change and developing strong networks and partnerships. We’ve also adhered to our principles of simple, helpful, respectful and transparent.

Centrepay Reform Discussion Paper Consultation

We invited our community of customers, businesses and advocates, to send submissions about Centrepay through the Centrepay reform discussion paper.

The paper was available on Department of Social Service (DSS) Engage, from 20 May 2024 to 10 July 2024.

You can access a copy of the Centrepay reform discussion paper, the submissions and a supporting summary report.

To access this information, visit DSS Engage on the Department of Social Services website.

Compliance obligations

All registered Centrepay businesses must comply with the Centrepay framework and all applicable laws. It is your obligation as a Centrepay business to ensure all staff in your business comply.

If we find a business in breach of the framework, we’ll withdraw or suspend their approval to use the Centrepay service. As we reform the Centrepay policy, we’ll review and strengthen Centrepay compliance.

We’ll withdraw a business’s approval to use Centrepay where they have not received any Centrepay deductions for an eligible good or service in the previous 12 months.

Centrepay obligations letter

We’ve sent a letter to all businesses registered for Centrepay. In our letter, we’ve outlined Centrepay compliance obligations and encouraged internal reviews of a business’s compliance to the framework.

If you’re a business registered for Centrepay and didn’t get a letter from us, contact the Centrepay for businesses team for a copy. You can tell us if you need help to understand your obligations and responsibilities under the framework.

Volunteer to withdraw

If you’re a business registered for Centrepay and can no longer comply with the Centrepay requirements, you can choose to withdraw from the Centrepay program in accordance with clause 19 of the policy and terms.

To withdraw, your business must write to the Centrepay for businesses team at least 20 business days before the withdrawal date.