Centrepay Incorrect Payment Process

Rayda Pty Ltd trading as Elders Real Estate Batemans Bay
ABN 17 107 181 402 | Unit 1/1 North Street, Batemans Bay NSW 2536

Centrepay Incorrect Payment Process
Document reference: CPY-IPP-001
Effective date: 26 June 2026
Prepared by: Jeni White, Managing Director

Accessing this Policy
Our Incorrect Payment Process Policy is available:

– On our website – www.batemansbay.eldersrealestate.com.au
– When you sign any forms with us to use Centrepay
– We will provide a copy of our policy within 5 business days upon request

1. Purpose
This document sets out the written process of Rayda Pty Ltd (trading as Elders Real Estate Batemans Bay) for identifying, preventing, managing and rectifying incorrect Centrepay payments, in accordance with clause 13 of the Centrepay Terms of Use.

2. Scope
This process applies to all Centrepay deductions received by the business in its capacity as a real estate agent managing residential tenancies. The business is approved for the service reason of Real Estate and Property Agents under the Housing and Accommodation Centrepay category.

3. Definition of an Incorrect Payment
An incorrect payment is any Centrepay payment that falls into one or more of the following categories:
• A payment not covered by a deduction authority (written or oral)
• A payment that cannot be correctly allocated and reconciled to a customer account
• A payment that is significant or forms part of a repeated pattern of incorrect payments
• A payment made to the business in error
• A payment received after a deduction authority has been cancelled, suspended or reached its target amount or end date
Note: Exchanging goods, providing further goods or crediting the customer’s account does not constitute managing or rectifying an incorrect payment for the purposes of this process or clause 13 of the Terms of Use.

4. Prevention
The business takes the following steps to prevent incorrect payments from occurring:
• All deduction authorities are verified against the tenant lease and rental account before lodgement
• Deduction amounts are checked against the current rent payable at the time of lodgement
• Target amounts and end dates are applied where appropriate and in accordance with Schedule 1 of the Centrepay Terms of Use
• Deduction authorities are cancelled promptly when a tenancy ends or when rent is no longer owed
• Deduction authorities are suspended where a tenant is vacating, is in credit, or where deductions are temporarily not required
• Centrepay reconciliation reports are reviewed on a fortnightly basis to confirm that all payments received correspond to active deduction authorities and current rental obligations

5. Monitoring
The property management team monitors customer accounts on a fortnightly basis to ensure that positive account balances are not the result of incorrect payments. The following checks are performed:
• Centrepay deduction and payment reconciliation reports (CSV format, fortnightly) are reviewed against individual tenant ledger balances in the property management system
• Any positive balance on a tenant account is investigated to determine whether it results from an incorrect payment
• Any unallocated payment is treated immediately as an incorrect payment and the process at section 6 below is followed

6. Notification and Rectification Procedure
6.1 Incorrect payments requiring immediate notification to Services Australia
The business will notify Services Australia as soon as possible if it receives an incorrect payment that is:
• Not covered by a deduction authority
• Significant in amount or part of a repeated pattern
• Unable to be allocated or reconciled (clause 12.2 of the Terms of Use)
• Made to the business in error
• Adverse or potentially adverse to the reputation of the business or Centrepay
• One where the customer cannot be identified or contact cannot be made after reasonable inquiry
6.2 Incorrect payments to be resolved directly with the customer
Where an incorrect payment is received that does not fall into the categories at 6.1, the business will:
• Contact the customer as soon as practicable to notify them of the incorrect payment
• Return the amount of the overpayment to the customer within 10 business days of receiving the payment
• Keep a written record of the notification, the action taken and the outcome
6.3 Additional actions
In addition to the above, the business will:
• Change, suspend or cancel the relevant deduction authority where that is an appropriate way to deal with the incorrect payment (for example, suspending a deduction authority so that any credit is progressively applied against further rent obligations before the deduction resumes)
• Notify the relevant customer of any action taken under this process
• Notify Services Australia at least 20 business days before remitting any Centrepay money to a State or Territory authority under unclaimed money laws
• Comply with any written direction from Services Australia on how to deal with an incorrect payment, and report back to Services Australia confirming compliance

7. Record Keeping
The business maintains written records of all incorrect payments received. Records include:
• The date the incorrect payment was received
• The customer’s name and CRN
• The amount and nature of the incorrect payment
• The action taken and the date of that action
• Whether Services Australia was notified and the date of notification
• The outcome and confirmation of resolution
All records are retained for a minimum of 2 years from the date of the transaction, in accordance with clause 20 of the Centrepay Terms of Use. Records are held in secure electronic storage within the property management system with restricted staff access.

8. Responsibility
Responsibility for implementing and overseeing this process rests with:
• Jeni White (Managing Director) as the authorised officer for Centrepay
• The registered property manager for day-to-day monitoring and reconciliation
• Rebecca Shepheard (Director and Licensee in Charge) as the approving officer for deduction authority transactions

9. Review
This process will be reviewed annually or following any change to the Centrepay Terms of Use, any compliance audit, or any identified systemic incorrect payment issue.

Authorised by:
Jeni White
Managing Director
Rayda Pty Ltd trading as Elders Real Estate Batemans Bay
Date: 26 June 2026