Submissions and terms of reference for the Independent Review of Centrepay

Full details of the submissions received and the terms of reference for the Centrepay review.

The Report of the Independent Review of Centrepay was publicly released on 5 August 2013 and 29 submissions were received from interested parties.


Submissions were received by the review from a range of concerned people, associations, community groups and some government-based organisations. These submissions were provided to us from third parties. If you require an accessible version of the report, you should contact the submitter.

  1. Individual
  2. Individual
  3. NILS Network of Tasmania Inc.
  4. Kyabra Community Association
  5. Commonwealth Ombudsman
  6. Insurance Council of Australia
  7. Brotherhood of St Laurence
  8. Individual
  9. Good Shepherd Youth and Family Service and Good Shepherd Microfinance
  10. Individual
  11. Kildonan UnitingCare
  12. Individual
  13. Community and Public Sector Union
  14. UnitingCare Australia
  15. Consumer Action Law Centre
  16. AGL Energy
  17. Department of Families, Housing, Community Services and Indigenous Affairs
  18. Reconciliation Australia and First Nations Foundation
  19. Uniting Communities and UnitingCare Wesley Country SA Inc.
  20. Australian Bankers' Association Inc.
  21. National Welfare Rights Network
  22. North Australian Aboriginal Justice Agency
  23. Australian Competition and Consumer Commission
  24. Consumer Credit Legal Centre [NSW]
  25. Consumer Credit Legal Centre [NSW]

Terms of reference

The Centrepay review will:

  • examine the controls, risk management and administrative processes in place to ensure the Centrepay service is used in a way that protects people’s entitlements
  • examine the approaches taken to ensure Centrepay is used to distribute money to legitimate organisations providing services to people on a fair and reasonable basis, and the associated contract management approaches used
  • provide suggestions about which businesses and services should have access to the Centrepay service, and services that might be excluded
  • look at ways in which Centrepay can be used to build the financial capability of its customers and to assist them to manage their money in the best way possible
  • examine the complaints and feedback mechanisms associated with Centrepay to ensure that issues are resolved in a fair way
  • examine how Centrepay relates to other financial products and services available to the Department’s customers, and
  • suggest future opportunities and directions for the Centrepay service

The review will be conducted with appropriate reference to existing and related reviews conducted by other parties.

The reviewer will deliver a report to the Secretary of the Department of Human Services, outlining key findings and related recommendations for improvement.

Page last updated: 5 July 2018