Using Centrepay to receive rent - for landlords and agents
Find out how to use Centrepay for rent payments, how it works for rent increases and managing complaints. Learn how to prepare your application and apply to Services Australia.
Centrepay overview
Centrepay is a free and voluntary bill paying service for Centrelink customers run by Services Australia. It allows rent to be paid by deduction from an eligible Centrelink payment. For information about how Centrepay works, visit Centrepay for Businesses.
When you should apply to use Centrepay
You should apply to use Centrepay if:
- your tenant receives Centrelink payments, and
- your tenant asks to pay their rent using Centrepay.
You don’t need to apply to use Centrepay if:
- your tenant does not want to use Centrepay, or declined after it was offered
- your tenant has agreed to pay by an approved electronic bank transfer
- you and your tenant have agreed to another rent payment method
- you are a social housing provider using the Rent Deduction Scheme.
How to apply to accept rent payments by Centrepay
Read and understand Centrepay Terms of Use and Policy
To accept rent payment by Centrepay from tenants, you must read and understand the Centrepay Terms of Use and Policy when applying
Prepare your application
In your application you’ll need provide:
a. Your personal and contact details
- Your name and contact details
- ABN (if applicable)
b. Bank account details
Provide the bank account information where the Centrepay payments should be deposited.
c. Type of service you provide
This refers to the service you are seeking approval for under Centrepay. For rental properties, landlords and agents should list their Centrepay category as “Housing and Accommodation”. You will also need to indicate the type of accommodation service you provide.
d. Details of the rental property
You need to give detailed information about the property or properties for which you will be receiving rent through Centrepay.
More information is available in the online form.
e. A copy of your written complaints process for Centrepay
When you apply, you will need to provide a written complaints handling process for Centrepay. This must be clear, simple, easy to use and set out:
- how a complaint can be made by a tenant
- what can be expected from the process
- what information should be provided so that a complaint can be considered – for real estate agents and larger housing providers and organisations, this would include how tenants can access the complaints process (e.g. handed out, displayed or on a website).
- the complaints policy should otherwise say that a copy of the policy will be given to the tenant if they ask for it
- the help available for complainants who need it – for example, NSW Fair Trading can provide support with complaints and dispute resolution in many situations
Services Australia will provide guidance on this requirement to support the application process.
More information about complaints is outlined below under Managing complaints relating to the use of Centrepay.
Check your application is complete before submitting.
Once your application has been lodged, you will receive an acknowledgement from Services Australia. If your application is incomplete, you will be contacted by Services Australia and you must provide the required information as soon as possible.
How to manage rent payment by Centrepay when rent is increased
You cannot start, restart, or increase a Centrepay deduction without the consent of the tenant.
Your tenant must approve the new amount through the Centrepay system, such as via their Centrelink online account, express Plus Centrelink app or by completing a Centrepay Deduction Authority (SA501) form.
If your tenant does not give consent to increase their Centrepay deduction after a valid rent increase, the new rent amount still applies. Your tenant may choose to pay the remaining balance using another payment method so they do not fall into arrears. More information on rent increases can be found at Tenants and rent increases.
Managing complaints relating to the use of Centrepay
Landlords and agents are expected to deal with all tenant complaints in a fair, objective and timely manner. This should be reflected in your approach to handling and responding to all complaints, including those relating to Centrepay.
Under property management legislation, agents must act honestly, fairly, and professionally with all parties in their dealings. This extends to how agents respond to tenant issues and complaints. Agents are also required to comply with the Rules of Conduct for Property Professionals under the Property and Stock Agents Regulation 2022, which set out professional and ethical standards.
Fair Trading can provide support and dispute resolution for matters relating to the requirement to pay rent using Centrepay or advise if the matter needs to be referred to Services Australia.
Support with complaints about tenancy matters relating to Centrepay
Fair Trading support
Fair Trading can provide information and dispute resolution for tenancy matters relating to Centrepay, for example where:
- a tenant has been overcharged rent
- a tenant has been charged fees associated with using Centrepay
- a tenant has requested to use Centrepay but the landlord has refused
- a tenant has requested to use Centrepay, and the landlord or agent is not eligible to provide the service
- payments made by Centrepay are not appearing on the rent account
- a landlord or agent is concerned they may be in breach of the requirement to offer and enable Centrepay while their application is being processed.
Fair Trading will review the complaint and may provide information and help with dispute resolution by contacting the other party to assist in reaching an agreement. This service is free and voluntary. See Fair Trading’s Complaint handling policy for more information. For information on how to get in touch with Fair Trading, see Tenancy,landlordand agent complaints and enquiries.
Fair Trading can advise if the matter needs to be referred to Services Australia. Services Australia can help with issues arising from the use of Centrepay, for example where a landlord, agent or tenant:
- needs help registering or applying for Centrepay
- needs further information about how Centrepay works
- is experiencing technical or system issues with Centrepay
- finds that Centrepay deductions have not started
- wants to change or cancel a Centrepay deduction
- believes there have been incorrect deductions.
Services Australia support
You can contact Services Australia by phone, in person, online or by mail.
- If you are a tenant please visit the Services Australia website: Contact us - Accessing our services.
- If you are a landlord or agency please visit the Services Australia website: Business and employer contact information - Businesses