The Australian Government is considering comprehensive customer and stakeholder feedback on the Centrepay program, following extensive consultation with the community.

In May the government released the Centrepay Reform Discussion Paper, and invited the public to share their views and experiences with Centrepay.

In particular, the review sought input from the community on safeguards and protections for customers to reduce financial harm, and ensuring the right products and services are available through the program.

The government has published a Centrepay Discussion Paper Report, capturing feedback from Centrepay users, peak advisory groups, business and across government.

Responses to the Discussion Paper highlighted that customers expect to be in control when managing their finances and recognised the need for greater protections through enhanced gatekeeping and enforced business compliance, and accessibility of information and support.

Consultation has been at the core of the Centrepay reform process. Services Australia has been working alongside peak advisory community groups and across government, meeting regularly with stakeholders such as Anglicare, Mob Strong Debt Help, the Australian Council of Social Services, and Economic Justice Australia.

Services Australia has also conducted community consultation activities across Australia, including in remote areas, to hear firsthand feedback on how Centrepay can support and empower those who use it.

This feedback will help inform the reform needed to ensure Centrepay is an effective budgeting tool that helps Australians have greater control over their finances.

Quotes from the Hon. Bill Shorten MP, Minister for Government Services:

“We thank every individual, organisation, and advocacy group who took the time to respond to the Centrepay discussion paper.”

“Their contributions will be invaluable as we work towards the improvements needed to ensure Centrepay meets the expectations of customers and the community.”

“Priority work to reform Centrepay is ongoing and we’ll have more to say regarding the next steps soon.”

“Services Australia will continue to work with customers, peak community advisory groups, business and across government to ensure Centrepay is an effective budgeting tool that helps Australians have greater control over their finances.”