Centrepay reform

We're reforming Centrepay to meet emerging customer and business expectations and enhance the effectiveness and integrity of Centrepay.

Centrepay started in 1998 to help customers in Western Australia pay for housing. Since it started, it has remained largely unchanged.

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

Our approach

As we reform the Centrepay policy, 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 assurance framework.

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

Consultation

As we reform the Centrepay policy, we’ll consult with the following stakeholders:

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

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

  • Aboriginal and Torres Strait Islander Australians
  • older Australians
  • people with disability
  • culturally and linguistically diverse people.

Throughout this process we’ll build capability for sustained change and developing networks and partnerships. We’ll also adhere to our principles of simple, helpful, respectful and transparent.

Have your say

As part of our community consultation, we’d like you to tell us how we can improve Centrepay.

If you would like to make a submission, you can do this through our Centrepay Reform Discussion Paper.

The Centrepay Reform Discussion Paper is on the Department of Social Services engage platform.

You can make a submission up until 11:59 pm on 10 July 2024.

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.

Page last updated: 21 June 2024.
QC 65776