Strengthening compliance
We’re going to strengthen our compliance approach and processes by:
- clearly outlining conditions and the Terms of Use to ensure businesses are aware of their compliance obligations
- improving methodology and evidence gathering to make sure compliance audits are robust
- expanding and increasing assurance checks to make sure more businesses are contacted
- 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 to understand their obligations
- improving public knowledge and understanding of our 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 audits
- 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.
Business obligations
All Centrepay approved businesses must comply with the Centrepay Terms of Use 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 terms of use, we’ll suspend or withdraw their approval to use Centrepay.
From 3 November 2025 we’ll also withdraw approval of any business that hasn’t received a Centrepay deduction, in the last 6 months.
General feedback
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.
If you’re a business, you can email or call our Centrepay for businesses team.