Centrepay Incorrect Payment Policy
Hilda Care – Operational Health Care Services Pty Ltd
ABN: 11 648 882 839
ACN: 648 882 839
Phone: 1300 440 777
Email: info@hildacare.com.au
About this policy
This policy explains how Hilda Care manages incorrect Centrepay payments.
Hilda Care is an NDIS registered disability and community services provider. Our services include NDIS disability supports, including Supported Independent Living (SIL), daily living assistance, personal care and community participation.
We are committed to making sure Centrepay payments are correctly matched to the services provided and the amount owing by the customer.
What is an incorrect payment?
An incorrect Centrepay payment includes a payment that:
- is not covered by a Centrepay deduction authority;
- is paid to Hilda Care in error, including a duplicate payment or an amount greater than the amount owed; or
- is for goods or services that are excluded under Centrepay.
An incorrect payment can also occur where Hilda Care is holding a customer credit that is not likely to be used within *6 months* for eligible NDIS disability and community services.
How Hilda Care prevents and manages incorrect payments
Hilda Care uses the following processes to identify and prevent incorrect payments:
- Centrepay payments are matched to the correct customer account.
- Customer accounts are regularly monitored and reconciled against Centrepay payments and amounts owing.
- Credit balances are reviewed to identify when and why a customer has a credit.
- We check whether a credit is expected to be used for eligible services within the required timeframe.
- Duplicate, unexpected, unidentified or excessive payments are investigated.
- Centrepay deductions are monitored against the customer’s services and charges.
- Records of Centrepay deductions, invoices, payments and adjustments are maintained.
- Relevant staff are trained in Centrepay requirements and this policy.
- Identified errors are reviewed to determine whether changes are needed to prevent the same issue occurring again.
Where a customer has a credit, Hilda Care will review the account to determine the amount of the credit, why it occurred, what it relates to and whether it is expected to be used for eligible services.
We will communicate with the customer about an identified incorrect payment or credit and explain the action being taken.
What happens when we identify an incorrect payment?
When we identify an incorrect payment, Hilda Care will:
- notify the customer in writing, or verbally if a written notification is not possible;
- explain what the incorrect payment was and how it occurred;
- explain how we will correct the payment;
- refund the payment within 10 business days when escalation to Services Australia is not required;
- take reasonable steps to prevent the issue from happening again;
- keep records of the payment and action taken.
If Hilda Care cannot refund the customer after making all reasonable attempts to do so, we will contact Services Australia and follow their instructions.
Hilda Care will not exchange or provide additional goods or services to correct an incorrect payment and will not tell a customer what they should use an incorrect payment for.
Changing, suspending or cancelling Centrepay deductions
Customers can change, suspend or cancel their Centrepay deduction at any time.
This can be done by:
- using a Centrelink online account through myGov;
- using the Express Plus Centrelink mobile app;
- calling Services Australia on their regular payment line;
- visiting a Services Australia service centre.
Customers can also contact Hilda Care if they need assistance with their Centrepay arrangements.
Unresolved incorrect payments
Hilda Care will notify Services Australia as soon as possible where a payment:
- is not covered by a Centrepay deduction authority;
- forms part of a repeated pattern of incorrect payments;
- cannot be matched to a customer;
- is identified as incorrect and may damage Hilda Care or the reputation of Centrepay.
Where Hilda Care has made all reasonable attempts to return an incorrect payment directly to a customer but has been unable to do so, we will contact Services Australia for further instructions.
Hilda Care will contact Services Australia at least 20 business days before issuing an incorrect payment to a State or Territory authority.
Where Services Australia provides a written direction about an incorrect payment, Hilda Care will follow that direction and notify Services Australia when the required action has been completed.
Record keeping
Hilda Care securely maintains records relating to Centrepay incorrect payments in accordance with privacy obligations and Centrepay requirements.
Records may include:
- details of the incorrect payment;
- customer and participant details;
- relevant account and payment information;
- actions taken;
- customer communications;
- investigation findings;
- refunds or adjustments;
- communications with Services Australia;
- the outcome of the incorrect payment;
- any referrals or reports to relevant regulatory authorities.
Privacy
Hilda Care manages customer information securely and in accordance with applicable privacy obligations.
Access to Centrepay and incorrect payment records is restricted to authorised personnel.
Continuous improvement
Hilda Care reviews incorrect payments to identify the cause and prevent future occurrences.
Where an issue is identified, we may improve our:
- Centrepay procedures;
- account reconciliation processes;
- staff training;
customer communication; - record keeping;
- internal financial controls.
Evidence of relevant improvements will be retained.
Contact Hilda Care
If you have a question or concern about a Centrepay payment, please contact us:
Phone: 1300 440 777
Email: info@hildacare.com.au
Website: hildacare.com.au
Hilda Care – Operational Health Care Services Pty Ltd