Share Accom Centrepay Policies
Centrepay complaints policy for Share Accom WA
About this policy
This complaint policy outlines how Share Accom WA will manage and handle feedback and complaints from Centrepay customers.
Accessing this policy
Our complaints policy can be accessed:
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on our website: www.shareaccomwa.com
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when you sign any forms with us to use Centrepay.
We will also provide a copy of our policy within 5 business days upon request.
How a customer can make a complaint
You can make a complaint using any of these channels:
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phone: 0411451986
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email: nikki@shareaccomwa.com
When you make a complaint, the following details will help us investigate and resolve the complaint:
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the date or dates when the issue happened
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your name and contact details
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any supporting documents or information. For example, your account or reference number.
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details of the issue or concern, including amounts, location, staff you spoke to or when you contacted for help.
You may choose to have an authorised third-party make a complaint on your behalf. This could include a financial counsellor, community lawyer, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.
How we’ll manage a customer complaint
What customers can expect from us when making a complaint.
Share Accom WA will:
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respond in writing or verbally, if a written response isn’t possible
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aim to resolve the complaint within 20 business days
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review the complaint fairly and impartially, without discrimination or detriment
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handle all complaints confidentially, and in accordance with privacy obligations
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escalate serious or complex complaints to senior management
We will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented.
How we’ll manage an unresolved customer complaint
When a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.
We may also refer the matter to a relevant ombudsman or consumer protection agency, where required.
These services can be contacted at any time about the outcome.
Services Australia can be contacted using any of the following:
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by calling the feedback and complaints service on 1800 132 468
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online via the Services Australia website or by using your Centrelink online account
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in writing to the following address:
Centrelink and Medicare, Services Australia Complaints and Feedback
Reply Paid 7800
Canberra BC ACT 2610
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in person at a Centrelink service centre.
Record keeping
Our recording keeping practices are:
Share Accom WA maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:
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details of complainant
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details of the complaint
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actions taken
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the outcome of the complaint
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any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.
Centrepay incorrect payment policy for Share Accom WA.
About this policy
This incorrect payment policy outlines how Share Accom WA will identify, prevent, manage and rectify incorrect payments for Centrepay customers.
Accessing this policy
Our incorrect payment policy is available:
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when you sign any forms with us to use Centrepay.
We will also provide a copy of our policy within 5 business days upon request.
What is an incorrect payment
An incorrect payment made to our business through Centrepay includes when a deduction is any of the following:
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not covered by a Centrepay deduction authority
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paid to our business in error
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paid for goods or services excluded under Centrepay.
An incorrect payment is also when the amount of credit we are holding for you is not likely to be used in the periods below:
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6 months for any other goods or services
How we’ll prevent and manage incorrect payments
When we identify an incorrect payment, we will resolve it by:
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telling you in writing or verbally, if a written notification isn’t possible
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refunding the payment within 10 business days when we can.
Alternatively, we will advise Services Australia if we haven’t been able to refund you.
When we identify an incorrect payment, we will not:
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exchange or provide further goods to rectify the incorrect payment
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tell you what you should use the incorrect payment for.
You can change, suspend or cancel your Centrepay deduction at any time. You can do this by:
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using your Centrelink online account through MyGov
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using the Express Plus Centrelink mobile app
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calling Services Australia on your regular payment line
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visiting a Services Australia service centre.
How we’ll manage unresolved incorrect payments
Share Accom WA will notify Services Australia as soon as possible when a payment:
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is not covered by a deduction authority
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is one of a repeated pattern of incorrect payments
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cannot be matched to a customer
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identified as incorrect and may be damaging to Share Accom WA or the reputation of Centrepay.
Share Accom WA will contact Services Australia at least 20 business days before issuing an incorrect payment to a State or Territory authority. We may do this when Share Accom WA has exhausted all reasonable attempts to return the funds directly to you. Share Accom WA will:
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change, suspend or cancel a relevant deduction authority for you if appropriate
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follow any written direction from Services Australia, this may include making a refund to your bank account held by Services Australia
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notify Services Australia when a direction is completed
Record keeping
Our recording keeping practices are:
Share Accom WA maintains incorrect payment records relating to Centrepay securely in accordance with privacy obligations. Information retained may include, but is not limited to:
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details of incorrect payment information
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actions taken
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written customer communication
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any refund or adjustment made
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the outcome of the incorrect payment
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any referral or reports to relevant regulatory authorities.