The Law Council advises governments, courts, and federal agencies on ways in which the law and the justice system can be improved for the benefit of the community. [...] The ACLC considers that the existing Centrepay Policy and Terms (Policy)2 has the capacity to meet the objective of the service, namely: … to assist customers in managing expenses that are consistent with the purpose of welfare payments, and reducing financial risk, by providing a facility to have regular deductions made from their welfare payments.3 However, the ongoing reticence of Services Aust. [...] The process for this money to be paid to the spouse—as the primary beneficiary of the estate—was lengthy and resource-intensive. [...] The ACLC recommends that, with the exception of deductions for housing and a limited category of services (like utilities), deductions should have end dates and finite amounts, agreed to by the customer at the outset of the arrangement. [...] The ACLC reiterates its recommendation that, with the exception of deductions for housing and a limited category of services (like utilities), deductions should have end dates and finite amounts, agreed to by the customer at the outset of the arrangement.
Authors
- Pages
- 14
- Published in
- Australia
Table of Contents
- Table of Contents 2
- About the Law Council of Australia ............................................................................... 3 2
- About the Section ........................................................................................................... 4 2
- Acknowledgement .......................................................................................................... 4 2
- Introduction ..................................................................................................................... 5 2
- Policy intent .................................................................................................................... 5 2
- Customer experience .................................................................................................... 11 2
- Business .........................................................................................................................12 2
- Compliance ....................................................................................................................13 2
- Overpayments ................................................................................................................13 2
- Consultation and engagement ......................................................................................14 2
- About the Law Council of Australia 3
- About the Section 4
- Acknowledgement 4
- Introduction 5
- ACLC 5
- Policy intent 5
- Centrepay objective 5
- Centrepay Policy and Terms 5
- Policy 5
- Do the critical areas for reform outlined above reflect the evolving needs of customers and stakeholders 6
- Principles for the review 6
- Ensuring the right products and services 6
- Centrepay as a tool for empowerment 7
- Robust Centrepay assurance framework 7
- ASIC 7
- Best practice complaint handling 7
- Scheduled reviews for continuous improvement 7
- Approved goods and services 8
- Does the current list of authorised goods and services include what should be available through Centrepay 8
- Are there any specific goods and services including those already approved on the program as per the listing above that should be excluded from Centrepay 8
- National Consumer Credit Protection Act 2009 8
- Credit Act 8
- What criteria should be used to consider whether to include or exclude any goods or services 9
- Pricing 9
- Payment method 9
- Mobility 9
- Deduction arrangements 9
- Are the current Centrepay deduction types sufficient and provide the appropriate flexibility to support customers in managing their own finances 9
- Should there be restrictions on the types of deductions i.e. ongoing amounts that can be established for specific goods and services 10
- Should businesses retain the ability to establish Centrepay deduction arrangements on behalf of customers 11
- Should certain businesses have conditions imposed limiting the access they have to manage deductions on behalf of customers 11
- Customer experience 11
- Access to Centrepay 11
- What types of information should better support customers to understand and manage their own Centrepay arrangements 11
- How can Services Australia and registered Centrepay businesses better support customers when things go wrong 11
- Complaints 12
- What improvements could be made to the complaints management process for Centrepay customers 12
- How can we better advertise and communicate the channels and avenues through which complaints can be made 12
- Are there any known barriers or perceived issues that are impacting on a customers ability or willingness to raise concerns with Services Australia in relation to their Centrepay arrangements 12
- Chief Executive Centrelink v Aboriginal Community Benefit Fund Pty 12
- Ltd 12
- Business 12
- Becoming a Centrepay registered business 12
- Business models 13
- Compliance 13
- Overpayments 13
- Consultation and engagement 14
- What does meaningful consultation and engagement look like to you with respect to reforming the Centrepay service 14
