Centrepay Bulk Upload Service User Guide 18 October 2017 · Web viewThe Centrepay Bulk Upload Service (CBUS) is an online service that allows approved Centrepay Business providers

USER GUIDECENTREPAY BULK UPLOAD SERVICECSV File FormatVersion date: 18 October 2017

ContentsIntroduction.............................................................................................................................3

Introduction to the Centrepay Bulk Upload Service...................................................................3

Centrelink Deduction reports......................................................................................................5

Getting Started.........................................................................................................................6Accessing Centrelink Business Online Services........................................................................7

Option to link your digital credential...........................................................................................8

Using Centrelink Business Online Services................................................................................9Entry page..................................................................................................................................9

Business online services announcements.................................................................................9

How to access the Centrepay Bulk Upload Service.................................................................10

System diagram of file submission under Centrepay Bulk Upload Service.............................14

Validation of files and Deduction instruction data..................................................................15Level 1 – File validation............................................................................................................15

Level 2 – Data validation..........................................................................................................15

Level 3 – Input validation..........................................................................................................16

Request File – CSV format.......................................................................................................18

Reject File – CSV format..........................................................................................................27

Response File – CSV format....................................................................................................29

Access levels for individual Service Reasons..........................................................................31

Centrelink payment types and Benefit Groups.........................................................................32

Guide to changing existing Deductions....................................................................................33

Error messages – Centrepay Bulk Upload Service (CBUS)....................................................34

CBUS Troubleshooting Guide..................................................................................................38

Need help?.............................................................................................................................40Centrepay Helpdesk.................................................................................................................40

Page 2 of 40User Guide – Centrepay Bulk Upload Service (CBUS) Version 18.10.2017

Introduction

The Department of Human Services (the department) is responsible for the development of service delivery policy and provides access to social, health and other payments and services through Medicare, Centrelink and Child Support.

The department’s Centrelink Business Online Services (CBOS) system enables you to do some of your business with us online at a time and place that suits you. CBOS is located at humanservices.gov.au/business

Through CBOS, approved Centrepay Business providers can access the Centrepay Bulk Upload Service (CBUS).

INTRODUCTION TO THE CENTREPAY BULK UPLOAD SERVICE

The Centrepay Bulk Upload Service (CBUS) is an online service that allows approved Centrepay Business providers to submit a file of requests to update customer records. Depending on your Business’ access, this function allows you to start, vary (increase or decrease) and stop customer Centrepay deductions.

The range of functions available to each business using CBUS depends upon the type of services you deliver to customers and the level of access granted by the department.

The file must be submitted through the Organisation Online Mail (OOM) system where Deduction Reports for the majority of Centrepay Businesses are currently received. The file will be validated to ensure it meets specifications and then the department will apply the individual deduction instructions to customer records.

A response file displaying the outcomes of deduction instruction processing will be sent to your Business at end of the day after processing has completed. If your request file(s) have a combined total of more than 2,000 deduction instructions in a single day, a response file will generate for every 2,000 deduction instructions submitted or part thereof. We will send this to your business separately. Each registered CBUS user with your business will get an email notification for every response file received by the business.

Customer consent is mandatory for any use of Centrepay. It’s your business’ responsibility to understand and make sure your staff understand that: a Customer must provide consent to set up, increase or restart any Centrepay deduction a Customer can cancel their Centrepay deduction at any time if a Customer cancels their Centrepay deduction, they are withdrawing consent for that

deduction to continue your Business cannot restart any deduction unless you have received a new consent for the

deduction from that Customer if your Business uses Centrepay, you must do so in line with the Centrepay Policy and Terms.

We can conduct assurance checks at any time.

Note: you must obtain customer consent (for example, using the ‘Centrepay the easy way to pay your bills (SA325)’ deduction form or any other consent method approved by the department) before establishing a new Centrepay deduction, increasing an existing Centrepay deduction or increasing the target amount for an existing Centrepay deduction arrangement, as per the conditions of your Contract. You should not send the completed SA325 form to the department if you process the deduction through CBUS. The completed consent authority


form must be securely stored by your Business for two years from the date of Authority, or while the deduction is still in place – whichever is longer.


CENTRELINK DEDUCTION REPORTS

If you have selected to receive the PYI510 – Deduction Instruction Update Notification, any deductions processed through CBUS will be identified in your Centrelink Deduction Report with the following identifiers:

ENI – External New Instruction EVI – External Varied Instruction, and ETI – External Terminated Instruction.

It is important that you make sure your system has the ability to accept these identifiers.

Note: Existing identifiers (INI, IVI, ITI, and ITB) will still be used for transactions not undertaken by the bulk upload and single input facilities.


Getting Started

To get access to the CBUS service you need to register to use CBOS. To register as a new user go to humanservices.gov.au/business/forms and complete the Business Online Services – User Detail form (SA445).

Once registered, you’ll receive a user ID and password – to be used exclusively by you – enabling you to log on and access the service.

You can also use this form to cancel or update existing user IDs.


Accessing Centrelink Business Online Services

To start using CBOS:

go to the Business homepage on the Department of Human Services website at humanservices.gov.au/business

select the Log on button in the top right-hand corner

Select Centrelink Business Online. The Centrelink Business Online Logon page will open.

in the Logon dialogue box, enter your user ID and click on Continue you will then be required to enter your password and click Continue.


OPTION TO LINK YOUR DIGITAL CREDENTIAL

An online security pass called AUSkey has been introduced by the Australian Government to standardise and streamline access to business online services (including CBOS). If you have an AUSkey you will be able to log on faster and access more functions without having to maintain a separate password.

To find out more about AUSkey or to register online, visit the AUSkey website auskey.abr.gov.au

If you already have an AUSkey, click on the green Link your AUSkey or ATO Digital Certificate button to link your credential.


Using Centrelink Business Online Services

ENTRY PAGE

The entry page is the first page you will see after you log on to CBOS. The page contains links to the range of services that you have been given access to.

BUSINESS ONLINE SERVICES ANNOUNCEMENTS

The entry page also displays important news and alerts (for example, scheduled maintenance).

These announcements provide:

information about new services advance notice of any changes to your services any problems that we know about with your services, and advice about when a user guide has been updated and availability of the new version.

Only a restricted number of announcements will display on the Centrelink Business Online Services entry page. To display all available announcements, select View all news. Click on more to read the relevant news.


HOW TO ACCESS THE CENTREPAY BULK UPLOAD SERVICE

To access this online service, click Centrepay Bulk Upload Service under the Organisational Online Mail System. This will open the Inbox – Centrepay Bulk Upload Service. Also shown in the link is the number of unread emails (with attached files) you have from the department (see screenshot below).


The Centrepay Bulk Upload Service Inbox allows you to view messages and files the department has sent to you, and files you have sent to the department.

Make sure you are working within the Centrepay Bulk Upload Service folder from the menu on the left.

Click on the Inbox tab to search for ‘Response and Reject’ file messages relating to your Business’ use of the Centrepay Bulk Upload Service. You can enter date parameters to refine your search.

Note: ‘Response and Reject’ file messages will be culled after 180 days, therefore the department recommends saving all files in a local file directory before they are culled. We recommend you do not delete them.

When a file is deleted from the inbox it will be available from the deleted tab for a further 45 days.

To submit a file to CBUS, you need to compose a new message within your Organisational Online Mailbox and attach a file to that message. Make sure you are working within the Centrepay Bulk Upload Service folder from the menu on the left.


The Compose New Message to Department of Human Services page allows you to create a new message and attach a file to be sent to the department.

Make sure you are working within the Centrepay Bulk Upload Service folder from the menu on the left.

Click Compose New to start the file attachment process. Click Browse to search your local system drives and servers for the file you wish to attach and

submit to the department for processing.

To minimise data loads, we only accept electronic data files that have been zipped. Your file must be zipped before you attach the zip file. Other rules outlining the requirements for files submitted to the department are contained further on in this document.

Click Submit File to send the attached zip file to the department for processing. You will then receive one of two messages:

o a message with a reference ID advising that your document submitted successfully. Please take note of the reference ID as this can be useful if you need to contact the helpdesk for assistance after submitting the file, or

o a message advising that the file has failed level 1 validation or, if there are any deduction instructions within the submitted file that fail our validation process. A ‘Reject’ file will be sent to your online mailbox identifying the deduction instructions that failed the validation process.


The Sent page shows a recent history of the messages and files you have sent to the department using this secure mail system.

You can search for historical messages by using the search functions on the page.


SYSTEM DIAGRAM OF FILE SUBMISSION UNDER CENTREPAY BULK UPLOAD SERVICE


Validation of files and Deduction instruction data

CBUS will enable you to submit a zip file containing deduction instruction data in one of the following formats:

Comma Separated Value (CSV), or Extensible Markup Language (XML).

Note: if using Microsoft Excel or similar spreadsheet programs to create the CSV Files, make sure that all cells within the worksheet are formatted as ‘text’ before you start, otherwise the software may try to automatically reformat dates and remove decimal places for whole dollar amounts.

If you open a CSV file in Excel you may find that leading zeros are removed from dates, and dollar amounts with two decimal places are rounded off (thus making the data invalid for CBUS). We recommend checking your saved CSV file in a text editor like WordPad to make sure your data meets our specification before you zip and submit to us.

All submitted files will be subject to three levels of validation:

level 1 — File validation level 2 — Data validation (each individual line), and level 3 — Input validation (when deduction instructions are applied to customer records).

When records are successfully validated at levels 1 and 2, they are passed to the department’s payment system and the customer deduction updates will be processed. There are a number of reasons why these updates may fail when being applied to the customer record. Refer to the error message table at the back of this guide for a list of these reasons.

LEVEL 1 – FILE VALIDATION

All files must be zipped into a file with a .zip extension. Each zipped file that is submitted will be validated to make sure it meets specification.

If accepted — file will go to level 2 validation. If rejected — make sure the file meets the below zip requirements and try again, and

no customer deduction updates will be applied or reported.

The zip file you upload to the department must meet the following specifications:

it must only contain one file in CSV format it must comply with Zip 2.0 standard it must not contain any subfolders it must not be password protected or encrypted it must be no larger than 20 MB the receipt numbers in file names may be up to 15 characters long, and file name conventions for the zip file are as follow:

o can be mixed case

o can be alpha or numeric or a combination of both

o can have no more than a maximum of 20 characters

You will receive an error message on screen immediately if your submitted file fails validation.

LEVEL 2 – DATA VALIDATION


Each deduction instruction within the file is validated for correct format:

If accepted — each deduction instruction that passes level 2 validation will go to level 3 validation.

If rejected — details of each deduction instruction that failed level 2 validation will be identified in a ‘Rejection’ file sent to you, accompanied by a ‘Comment Record’ that explains the reason for rejection of that instruction. This enables you to correct the data and resubmit it.

CSV file validation

The zipped CSV file you upload to the department (and data within it) must meet the following specifications:

while a general International standard for the CSV file format does not exist, the RFC 4180 provides a de facto standard for some aspects of it: tools.ietf.org/html/rfc4180

blank lines and lines beginning with # will be ignored each line must end with Carriage Return (CR) and Line Feed (LF) control characters data may contain only the printable ASCII characters – i.e. characters 32 to 126 (decimal).

Be careful when copying text from a word processor – often double quote characters (") are converted to ‘smart-quotes’, which cannot be accepted by the Organisation Online Mail System.

data must not contain the characters < > & or `( grave accent) numeric data must not include the dollar sign (for example, use 50.00 not $50.00) or commas

(e.g. use 5000 not 5,000) text data that contains a comma must be surrounded by double quote marks (e.g. use "A, B"

not A, B), and file name conventions for the CSV file

o can be mixed case

o can be alpha or numeric or a combination of both

o can be a maximum of 20 characters.

CSV data validation rules relating to Centrepay deduction instructions are contained further into this document.

XML file validation

Data validation rules relating to Centrepay deduction instructions provided in XML format are contained in the Centrepay Bulk Upload Service User Guide (XML).

LEVEL 3 – INPUT VALIDATION

Each deduction instruction will be passed to the individual customer records in our payment system for update of Centrepay deduction details. If the deduction instruction is:

Applied — the instruction is reported as successful. Not applied — the instruction is rejected and will be returned to the Business within the

‘Response’ file with error messages.


http://tools.ietf.org/html/rfc4180

Once a CBUS file submission has been fully processed, you will receive a ‘Response’ report outlining the results of deduction instruction processing. If your request file(s) have a combined total of more than 2,000 deduction instructions in a single day, a response file will generate for every 2,000 deduction instructions submitted or part thereof. We will send this to your business separately. Each registered CBUS user with your business will get an email notification for every response file received by the business. Each instruction in the ‘Response’ report will identify whether the update has been successful or not. See example below (this is only a small section of the report).

Description Code ResponseRequest is ADD but current instruction exists

E480PI Unsuccessful

SuccessfulCustomer not matched E709PI Unsuccessful SuccessfulThere is no current Deduction for this type E721PI Unsuccessful

Successful

Note: if multiple files are sent to us in the one day the system will collate all the instructions processed on that day into one response file. For files sent Monday to Friday, response files are usually available after 8 pm AEST each night.


REQUEST FILE – CSV FORMAT

Each deduction instruction (row) within the CSV Request file may require the following data:

Customer CRN, Family Name, First Name, Other Given Name, Date of Birth, Deduction Action Code, Service Reason, Account Ref ID, Billing Number, Centrelink Benefit Group, Start Date, End Date, Deduction Amount, Target Amount.

The rules associated with each data item depend upon the action being undertaken. Each field must be included in your file regardless of whether populated with data or not.

Add a new Deduction – CSV data validationData item Validation Format Example Additional RulesCustomer CRN Mandatory 9 numeric characters followed by 1 alpha

character123456789A Must be a valid CRN

The alpha character must be an UPPER CASE letterFamily Name Mandatory Up to 30 alphanumeric characters CITIZEN Apostrophes ('), hyphens (-) and blank characters are also allowed but not in

consecutive order and not allowed as the first character. Foreign characters are not allowed

First Name Optional Up to 30 alphanumeric characters JOHN Apostrophes ('), hyphens (-) and blank characters are also allowed but not in consecutive order and not allowed as the first character. Foreign characters are not allowed

Other Given Name Optional Up to 30 alphanumeric characters LEE Apostrophes ('), hyphens (-) and blank characters are also allowed but not in consecutive order and not allowed as the first character. Foreign characters are not allowed

Date of Birth Mandatory DD/MM/YYYY 07/01/1974 Must be valid dateDeduction Action Code Mandatory 3 character code:

ADD – to add a new deduction instructionADD Must be a valid code

Must be in UPPER CASE lettersCentrepay Service Reason

Mandatory 3 character codeSee the Centrelink Payment Types and Benefit Groups table

WAT Must be a valid Centrepay Service Reason code Must be a Service Reason held on your Business’ DHS record Must be in UPPER CASE letters

Account Reference ID Optional Up to 20 alphanumeric characters PZY-016/88 If provided: Valid values are alphanumeric, dot (.), dash (-), slash (/), colon (:) and spaces Must comply with the validation rules you may have provided to DHS Alpha characters must be in UPPER CASE

Billing Number Conditional 10 numeric characters 0012333588 Only required for Telstra deductions


Data item Validation Format Example Additional RulesCentrelink Benefit Group

Optional 3 character codeSee the Centrelink Payment Types and Benefit Groups table

NSS If blank: We will apply the deduction instruction to the customer’s primary benefit

If provided: Must identify a Centrelink Benefit Group being used to deliver payments to the

customer Must be provided for following benefit groups - ABY, CDA, DRA, FTB, MOB Must be in UPPER CASE letters

Start Date Optional DD/MM/YYYY 05/12/2014 If blank: We will add the deduction instruction using today’s date as Start Date. This will

deduct the money from the customer’s next available payment

If provided: Must be a valid date Cannot be earlier than today’s date Cannot be greater than today’s date + 8 weeks

End Date Optional DD/MM/YYYY 26/05/2015 If blank: The deduction instruction will be ongoing and won’t stop until your business or the

customer terminates it (unless you provide a Target Amount)

If provided: Must be a valid date Must be greater than Start Date provided Cannot be earlier than today’s date Cannot be greater than today’s date + 52 weeks Must be blank if Target Amount provided

Deduction Amount Mandatory Up to 6 characters – numeric with 2 decimal placesDot (.) must be 3rd character from right

116.25 Do not provide $ symbol Must be greater than 10.00 Must not be greater than 999.99

Target Amount Optional Up to 7 characters – numeric with 2 decimal placesDot (.) must be 3rd character from right

4639.00 If provided: Must be a greater than Deduction Amount Must not be greater than 999999.99 Must be blank if End Date provided


Change an existing Deduction – CSV data validationData item Validation Format Example Additional RulesCustomer CRN Mandatory 9 numeric characters followed by 1 alpha


The alpha character must be an UPPER CASE letter

Family Name Mandatory Up to 30 alphanumeric characters CITIZEN Apostrophes ('), hyphens (-) and blank characters are also allowed but not in consecutive order and not allowed as the first character. Foreign characters are not allowed



Date of Birth Mandatory DD/MM/YYYY 07/01/1974 Must be valid date

Deduction Action Code Mandatory 3 character code:CHG – to change an existing deduction instruction

CHG Must be a valid code Must be in UPPER CASE letters

Centrepay Service Reason


WAT Must be a valid Centrepay Service Reason code Must be a Service Reason held on your Business’ DHS record Must be in UPPER CASE letters

Account Reference ID Optional Up to 20 alphanumeric characters PZY-016/88 If blank: We will not overwrite the existing Account Reference ID

If provided: Valid values are alphanumeric, dot (.), dash (-), slash (/), colon (:) and spaces. Must comply with the validation rules you may have provided to DHS. Alpha characters must be in UPPER CASE.


Centrelink Benefit Group

Optional 3 character code.See the Centrelink Payment Types and Benefit Groups table

NSS If blank: We will apply the changes to the deduction instruction applied to the customer’s

primary benefit

If provided: Must identify the Centrelink Benefit Group being used with the existing deduction


Data item Validation Format Example Additional Rulesinstruction

Must be provided to change deductions for following benefit groups - ABY, CDA, DRA, FTB, MOB

Must be in UPPER CASE letters

Start Date Optional DD/MM/YYYY 05/12/2014 If blank: We will apply the change to the deduction instruction using today’s date as date of

effect. This will deduct the money from the customer’s next available payment

If provided: Must be a valid date Cannot be earlier than today’s date Cannot be greater than today’s date + 8 weeks Must be blank if End Date provided

End Date Optional DD/MM/YYYY 26/05/2015 If blank: We will not change the End Date data on the existing deduction instruction. If no data

exists, the deduction instruction will be ongoing and won’t stop until your Business or the customer terminates it (unless a Target Amount exists)

If provided: Must be a valid date. Must be greater than Start Date provided Cannot be earlier than today’s date Cannot be greater than today’s date + 52 weeks Must be blank if Start Date provided Must be blank if Target Amount provided

Deduction Amount Optional Up to 6 characters – numeric with 2 decimal placesDot (.) must be 3rd character from right

116.25 If blank: We will not change the deduction amount on the existing deduction instruction

If provided: Do not provide $ symbol Must be greater than 10.00 Must not be greater than 999.99

Target Amount Optional Up to 7 characters – numeric with 2 decimal places.Dot (.) must be 3rd character from right.

4639.00 If blank: We will not change the Target Amount data on the existing deduction instruction. If no

data exists, the deduction instruction will be ongoing and won’t stop until your Business or the Customer terminates it (unless an End Date exists)


Data item Validation Format Example Additional Rules

If provided: Must be a greater than Deduction Amount provided, or Deduction Amount on the

existing deduction instruction Must be greater than the sum of all repayments made towards Target Amount to date Must not be greater than 999999.99 Must be blank if End Date provided

Note: some updates are restricted, depending on whether the customer already has a future deduction instruction change on their record. A deduction instruction can have only one future change.


Cancel an existing Deduction immediately – CSV data validationData item Validation Format Example Additional RulesCustomer CRN Mandatory 9 numeric characters followed by 1 alpha


The alpha character must be an UPPER CASE letter

Family Name Mandatory Up to 30 alphanumeric characters CITIZEN Apostrophes ('), hyphens (-) and blank characters are also allowed but not in consecutive order and not allowed as the first character. Foreign characters are not allowed



Date of Birth Mandatory DD/MM/YYYY 07/01/1974 Must be valid date

Deduction Action Code Mandatory 3 character code:CAN – to cancel an existing deduction instruction

CAN Must be a valid code

Centrepay Service Reason


WAT Must be a valid Centrepay Service Reason code Must be a Service Reason held on your Business’ DHS record

Account Reference ID Optional Up to 20 alphanumeric characters PZY-016/88 If blank: We will not overwrite the existing Account Reference ID

If provided: Valid values are alphanumeric, dot (.), dash (-), slash (/), colon (:) and spaces Must comply with the validation rules you may have provided to DHS Alpha characters must be in UPPER CASE



Data item Validation Format Example Additional RulesCentrelink Benefit Group

Optional 3 character code.See the Centrelink Payment Types and Benefit Groups table

NSS If blank: We will cancel the deduction instruction applied to the customer’s primary benefit

If provided: Must identify the Centrelink Benefit Group being used with the existing deduction

instruction Must be provided to change deductions for following benefit groups - ABY, CDA, DRA,

FTB, MOB Must be in CAPITAL letters

Start Date Not required

Must be blank

End Date Not required

Must be blank

Deduction Amount Not required

Must be blank

Target Amount Not required

Must be blank


Examples of common scenarios – CSV instructions

Note: displayed in tabular format for easy reading, to demonstrate data required to perform specific updates. Row numbers should not be included in CSV instructions. Assume today’s date is 01/01/2016.

1#Customer CRN

Family Name

First Name

Other Given Name Date of Birth

Deduction Action Code

Service Reason

Account Ref ID

Billing Number

Centrelink Benefit Group Start Date End Date

Deduction Amount

Target Amount

2 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 25.003 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 22/01/2016 25.004 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 25.00 560.005 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 FTB 25.006 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 07/09/2016 25.007 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE AK71063754 22/01/2016 07/09/2016 25.008 123456789A CITIZEN JOHN LEE 07/01/1974 ADD ELE 5604866712 0010133546 25.009 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 30.0010 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 20.0011 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE 30.0012 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 22/01/2016 30.0013 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 FTB 30.0014 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 500.0015 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 600.0016 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE AK71063754 07/09/201617 123456789A CITIZEN JOHN LEE 07/01/1974 CHG ELE ZC3988400118 123456789A CITIZEN JOHN LEE 07/01/1974 CAN ELE

Row 1 - Any CSV instruction starting with # symbol will be disregarded by CBUS. This can be useful if you use software like Microsoft Excel to prepare your CSV files, as column headings can be used.

Row 2 - Starting a new deduction immediately, from the customer’s next available primary payment (i.e. pension or income support allowance).Row 3 - Starting a new deduction from a future date. Deductions will be taken from the customer’s first available payment stripped after this date.Row 4 - Starting a new deduction immediately, with a Target Amount. Deductions will stop once the customer has paid a total of $560.00 to your Business.Row 5 - Starting a new deduction immediately, from the customer’s next available Family Tax Benefit payment. Centrelink Benefit Group must be provided to update any deductions

from FTB payments.Row 6 - Starting a new deduction immediately, from the customer’s next available primary payment (i.e. pension or income support allowance). Deductions will stop in future on

07/09/2014.Row 7 - Starting a new deduction from a future date, from the customer’s next available primary payment (i.e. pension or income support allowance). Deductions will stop in future

on 07/09/2014.


Row 8 - For TELSTRA ONLY. Start a new deduction immediately, from the customer’s next available primary payment (i.e. pension or income support allowance). Billing number is mandatory.

Row 9 - Changing the existing deduction immediately. Deductions will be increased to $30.00 from the customer’s first available payment stripped after this date.Row 10 - Changing the existing deduction immediately. Deductions will be decreased to $20.00 from the customer’s first available payment stripped after this date.Row 11 - Changing the existing deduction immediately. Deductions will be decreased to $20.00 from the customer’s first available payment stripped after this date. No Account

Reference ID has been provided, so we assume you want to leave the existing Account Reference ID in place. An Account Reference ID cannot be removed via CHG action.Row 12 - Changing the existing deduction from a future date. Deductions will be increased to $30.00 from the customer’s first available payment stripped after that date.Row 13 - Changing the existing deduction immediately. Deductions will be increased to $30.00 from the customer’s next available Family Tax Benefit payment. Centrelink Benefit

Group must be provided to update any deductions from FTB payments.Row 14 - Changing the existing deduction immediately, reducing the Target Amount on the existing instruction. Deductions will stop once the customer has paid a total of $500.00 to

your Business.Row 15 - Changing the existing deduction immediately, increasing the Target Amount on the existing instruction. Deductions will stop once the customer has paid a total of $600.00

to your Business.Row 16 - Changing the existing deduction immediately, to add a future End Date. This is the only way you can cancel an existing deduction on a future date. CAN action will cancel

the deduction immediately.Row 17 - Changing the existing deduction immediately. Only change here is an update to the Account Reference ID. Bulk updates to Account Reference ID for multiple customer’s

should only be done after consulting DHS.Row 18 - Cancel an existing deduction immediately.

CSV format version of example instructions aboveIn true CSV format, the 20 deduction instructions above are:#Customer CRN,Family Name,Given Name,Other Given Name,Date of Birth,Deduction Action Code,Service Reason,Account Ref ID,Billing Number,Centrelink Benefit Group,Start Date,End Date,Deduction Amount,Target Amount123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,,,,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,,22/01/2014,,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,,,,25.00,560.00123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,FTB,,,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,,,07/09/2014,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,AK71063754,,,22/01/2014,07/09/2014,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,ADD,ELE,5604866712,0010133546,,,,25.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,,30.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,,20.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,,,,,,30.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,22/01/2014,,30.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,FTB,,,30.00,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,,,500.00123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,,,600.00


123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,07/09/2014,,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,ZC39884001,,,,,,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CHG,ELE,AK71063754,,,,,,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CAN,ELE,AK71063754,,,,,,123456789A,CITIZEN,JOHN,LEE,07/01/1974,CAN,ELE,,,,,,,

REJECT FILE – CSV FORMAT

If a CSV deduction instruction you submit fails validation, you will be sent a Reject file identifying the reason why the instruction failed validation. Please contact the Centrepay Helpdesk if a Rejection file has not been received after two working days.

Rejected records should be corrected and resubmitted to DHS for processing.

CSV Reject File – Comment Records

The Comment Records within the Reject file will assist you to identify the deduction instructions within your submitted file that did not pass our validation process.

Each Comment Record consists of two lines of information:

The first line identifies the rejected record and takes the following form

Element CSV Pos

Mandatory Description Allowable Values Comments

Line Number

1. Y Alphanumeric – the sequential number of the rejected record in the CSV file from the CHO

‘# Line Number = [n]’ Leading zeroes in the ‘n’ value are suppressed


The second comment record contains information to explain why the record was rejected

Element CSV Pos

Mandatory Description Allowable Values Comments

Exception Type

1. Y Alphanumeric – the source of the exception (for example, user, system)

‘# Description:<exception type>’

E.g. ‘User generated exception’

Insertion Type

2. Y Alphanumeric – the insertion type of the exception

‘Insert Type:<insertion type>’ The insertion type is numeric and can be:0 = Unknown 1 = Boolean 2 = Integer3 = Float4 = Decimal 5 = Character6 = Time7 = GMT Time8 = Date9 = Timestamp10 = GMT Timestamp 11 = Interval12 = BLOB13 = Bit Array14 = Pointer

Insertion Text

3. Y Alphanumeric – the description of the root cause of the exception

‘Text:<insertion text>)’ Insertion text describes the exception, e.g.‘Invalid characters entered in <field name>’‘<field name> is mandatory’

Data Type 4. Y Alphanumeric – the data type of the exception ‘Insert(Type:<data type>’ See above the list of insertion types that are used here as data types

Data Text 5. Y Alphanumeric – the actual data, if any, that caused the exception

‘Text:<data text>)’ or‘Text:)’ (if no data)

Data text reports the data entered by the user that caused the exception (if applicable)

Sample CSV Reject File123567890A,CITIZEN,JOHN,,01/02/1998,ADD,ELE,123456,,NSS,10/11/2014,,,,522188999B,CITIZEN,JANE,,01/05/1944,ADD,WAT,1234567,,PEN,11/11/2014,9.99,,,#Line Number = [1]#Description: User generated exception, Type 5,Text:Deduction Amount is mandatory if Deduction Action Code = ADD,Type0,Text:#Line Number = [2]


#Description: User generated exception, Type 5,Text:Deduction Amount cannot be less than $10.00,Type0,Text:

RESPONSE FILE – CSV FORMAT

If the CSV deduction instructions you submitted passed validation, they will be applied to customer records within our payment system. The outcome of each instruction will be reported back to you in the ‘Response’ file. If your request file(s) have a combined total of more than 2,000 deduction instructions in a single day, a response file will generate for every 2,000 deduction instructions submitted or part thereof. We will send this to your business separately. Each registered CBUS user with your business will get an email notification for every response file received by the business.

Each deduction instruction (row) within the CSV Request file may report the following data: Customer CRN, Family Name, First Name, Other Given Name, Date of Birth, Deduction Action Code, Service Reason, Account Ref ID, Billing Number, Centrelink Benefit Group, Start Date, End Date, Deduction Amount, Target Amount, Outcome, Error Code, Error Description Text.

Element Name CSV Position

Mandatory Description Allowable Values

Customer CRN 1. As per request file

Family Name 2. As per request file

Given Name 3. As per request file

Other Given Name 4. As per request file

Date of Birth 5. As per request file

Deduction Action Code 6. As per request file

Service Reason 7. As per request file

Account Reference ID 8. As per request file

Billing Number 9. As per request file

Centrelink Benefit Group 10. As per request file

Start Date 11. As per request file

End Date 12. As per request file

Deduction Amount 13. As per request file

Target Amount 14. As per request file


Outcome 15. M Notifies of the outcome of the deduction instruction after it has been applied to customer record Successful or Unsuccessful

Error Code 16. O Alphanumeric – the DHS error code associated with the root cause of the exception EnnnPI

Error Description Text 17. O Alphanumeric – the description of the root cause of the exception


ACCESS LEVELS FOR INDIVIDUAL SERVICE REASONS

Access levels may sometimes differ from this table.

CODE DESCRIPTION ADD DEDUCTION

INCREASE DEDN AMT

INCREASE TARGET AMT

DECREASE DEDN AMT

DECREASE TARGET AMT

CANCEL DEDUCTION

AMB AMBULANCE Y Y Y Y Y YBDH BOARDING HOUSES N N N Y Y YCFW BASIC HOUSEHOLD ITEMS N N N Y Y YCGR COMMUNITY GROUP LOAN REPAYMENT Y Y Y Y Y YCHC CHILD CARE SERVICES Y Y Y Y Y YCPF CARAVAN PARK FEES Y N N Y Y YCRT COURT FINES Y Y Y Y Y YCTI COURT INFRINGEMENTS Y Y Y Y Y YDCS DISABILITY AND COMMUNITY SERVICES Y N N Y Y YDIH INDIGENOUS COMMUNITY HOUSING Y Y Y Y Y YEAG REAL ESTATE AGENTS N N N Y Y YEDF EDUCATION FEES Y Y Y Y Y YELE ELECTRICITY Y Y Y Y Y YFBF FUNERAL BENEFIT FUND N N N Y Y YFIL NO INTEREST LOANS Y Y Y Y Y YFPR FOOD PROVISION Y N N Y Y YGAS GAS Y Y Y Y Y YGCH GENERAL COMMUNITY HOUSING Y Y Y Y Y YGCL GENERAL COMMUNITY HOUSING LOAN Y Y Y Y Y YHCS HOME CARE SERVICES Y N N Y Y YIHL INDIGENOUS HOUSING LOAN Y Y Y Y Y YISH INDIGENOUS SHORT TERM HOUSING Y N N Y Y YISR INSURANCE SERVICES Y Y Y Y Y YLAF PROFESSIONAL SERVICES Y N N Y Y YLCS LOCAL COUNCIL COMMUNITY SERVICES Y Y Y Y Y YLRD COUNCIL SERVICES Y Y Y Y Y YMEX MEDICAL SERVICES & EQUIPMENT Y Y Y Y Y YMVR MOTOR VEHICLE REGISTRATION Y Y Y Y Y YPMG PROPERTY MANAGEMENT N N N Y Y YPRD PRIVATE LANDLORDS N N N Y Y YRVF RETIREMENT AND NURSING HOME FEES Y Y Y Y Y YSAV SAVINGS Y N N Y Y YSIL SPECIAL INTEREST LOANS Y N N Y Y Y

SNP NUTRITION PROGRAM Y Y Y Y Y YSOR SOCIAL & RECREATIONAL Y N N Y Y YSTA SHORT TERM ACCOMMODATION Y N N Y Y YTEL TELECOMMUNICATIONS Y Y Y Y Y YTOT TOOLS OF TRADE Y N N Y Y YTVL TRAVEL AND TRANSPORT Y N N Y Y Y

WAT WATER Y Y Y Y Y YWCF WORK UNIFORM CLOTHING FOOTWEAR Y N N Y Y YWGS HOUSEHOLD GOODS Y Y Y Y Y Y


CENTRELINK PAYMENT TYPES AND BENEFIT GROUPS

This table identifies the Centrelink payments that customers can receive from the Department of Human Services and the Benefit Group they belong to. If you want to deduct funds from a specific Centrelink payment type, you can send us a deduction instruction with the Benefit Group identified, otherwise we will deduct funds from the customer’s primary (income support) Centrelink payment type.

Payment Name Benefit Group

ABSTUDY ABY – ABSTUDY paymentsAssistance for Isolated Children AIC – Assistance Isolated ChildrenCarer Allowance CDA – Carer AllowanceDouble Orphan Pension DOP – Double Orphan PensionFamily Tax Benefit FTB – Family Tax BenefitNewborn Supplement FTB – Family Tax BenefitMobility Allowance MOB – Mobility AllowanceNewstart Allowance NSS – Newstart paymentsAustudy (Students) NSS – Newstart paymentsYouth Allowance NSS – Newstart paymentsPartner Allowance NSS – Newstart paymentsSickness Allowance NSS – Newstart paymentsWidow Allowance NSS – Newstart paymentsSpecial Benefit NSS – Newstart paymentsSpecial Benefit — Newstart NSS – Newstart paymentsSpecial Benefit — Sickness NSS – Newstart paymentsSpecial Benefit — Youth NSS – Newstart paymentsNewstart Mature Age Allowance NSS – Newstart paymentsAge Pension PEN – Pension paymentsWife Pension — Age PEN – Pension paymentsDisability Support Pension PEN – Pension paymentsWife Pension — Disability PEN – Pension paymentsParenting Payment — Single PEN – Pension paymentsWidows Pension PEN – Pension paymentsPension Bonus Payment PEN – Pension paymentsCarer Payment PEN – Pension paymentsParenting Payment — Partnered PGA – Parenting PaymentsPaid Parental Leave(Note: only valid if paid by Department of Human Services)

PPL – Paid Parental Leave payments


GUIDE TO CHANGING EXISTING DEDUCTIONS

If you need to make two changes to a deduction instruction (for example, CAN the existing deduction and ADD a new one) the instruction will be processed in the order that you submit them within the CSV or XML file.

If the customer has a deduction starting with a future date or a future change to a current deduction, any CHG you send through will replace all existing instructions and delete any future changes that may have been on the record.

If you want to remove (from a current deduction instruction) the Account Reference ID, Target Amount, or End Date, you cannot do this through CHG action. You will need to send a CAN for the current instruction and then an ADD for a new instruction with the new values that are needed.

If you want to end a current deduction on a future date, you can do this by sending us a CHG update with an End Date in the future.

If you want to end a current deduction immediately, you can do this by sending us a CAN instruction with no End Date or Deduction Amount.

If a deduction requires suspension for a temporary period, you will need to either instruct the customer to organise this with the department, or cancel the deduction and restart at a later date or contact the Centrepay helpdesk for assistance.

Customers can:

o suspend their deduction (i.e. apply $0 for period of time, then revert back to original amount), and/or

o have a specified change period (i.e. apply a different Deduction Amount for period of time then revert back to original amount).

During these periods, the only update you can make is to cancel the deduction through CAN action.

If you vary an existing Target Amount using this service, the new Target Amount you enter will be stored by the system; however, the Target Balance Remaining will recalculate taking into consideration all instalments paid towards the Target Amount since the arrangement started.For example: Existing Target Balance is $500 and Total Amount Paid Towards Target is currently $200, so the current Target Balance Remaining is $300.

Decrease – If you change the Target Amount to $300, the Total Amount Paid Towards Target is still $200, but the new Target Balance Remaining would then be $100.

Increase – If you change the Target Amount to $1000, the Total Amount Paid Towards Target is still $200, but the new Target Balance Remaining would then be $800.

Error – If you change the Target Amount to $100, the Total Amount Paid Towards Target is still $200, an error will be returned as a Target Amount can’t be changed to an amount less that the Total Amount Paid Towards Target.


Error MESSAGES – Centrepay Bulk Upload Service (CBUS)

Error in CBUS Response file Code Workaround for usersZero cannot be entered unless an instruction of the same type exists

E001PI If you want the deduction amount to be $0, cancel the deduction

The format of the amount entered is incorrect

E002PI Ensure the Deduction Amount is in the correct format (e.g. 50.00)

Requested deduction cannot exceed $99999.99

E003PI Ensure Deduction Amount is less than the maximum amount

No customer found with this SSOR E008ET The CRN you supplied is valid, however it has not been assigned to a customer. You may need to contact the customer to confirm the correct CRN

#### cannot be changed E008PI If you want to change the Start Date or the Deduction Amount, cancel the current instruction and code the correct details

Customer not current on #### and does not have new claim pending

E009PI The Centrelink Benefit Group is not valid. The customer may not be receiving a payment from us for the Benefit Group you have selected

Entry required E012ZZ Ensure all mandatory fields have been completedStart Date or End Date cannot be in the past

E016PI Ensure Start Date or End Date is not in the past. If you leave the Start Date blank, we will use today’s date.

Entry contains invalid characters E017ZZ Ensure the Account Reference ID is valid (rules may differ for each Business)

Payee reference number entered is invalid E023PI Ensure the Account Reference ID is valid (rules may differ for each Business)

Deduction limit exceeded. Only 19 current deductions allowed

E076PI No workaround – Request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing

#### E097AX No workaround – Request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 to the department for processing

Requested deduction cannot be less than ####

E101PI Ensure the Deduction Amount is more than the minimum deduction amount accepted by your Business (usually $10.00)

Not a valid DSS obj ref (SSR) E105ET Ensure the Centrelink Reference Number is correct. You may need to contact the customer to confirm the correct CRN

For new deductions, amount must be > 0.00

E113PI Ensure the Deduction Amount is more than the minimum deduction amount accepted by your Business

MULTIPLE DEDUCTION DETAILS RECS exist on DEDN0; contact SYSTEMS

E114PI No workaround – Customer record may contain corrupt data. Request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing

Target Amount cannot be less than $10.00 E120PI Ensure Target Amount is greater than $10.00The requested Target Amount is less than the Instruction Amt P.F.

E122PI Ensure the Target Amount is equal to or greater than the Deduction Amount

System code must equal benefit group E154PI The Centrelink Benefit Group is not valid. The customer may not be receiving a payment from us for the Benefit Group you have selected

Benefit status must be current to setup Centrepay deductions

E159PI The Centrelink Benefit Group is not valid. The customer may not be receiving a payment from us for the Benefit Group you have selected

End Date must be greater than Start Date E185PI Ensure the End Date is after the Start Date. Neither of these dates can be prior to today’s date

No overlapping instruction dates permitted E186PI Deduction instruction has a change in the future (preventing updates) – if you want to change the current or future deduction, cancel the current instruction and code the correct details

Only one future SUS/SPC/CAF/SFD are allowed per benefit, dedn type & org

E188PI Deduction instruction has a change in the future (preventing updates) – if you want to change the current or future deduction, cancel the current instruction and code the correct details

Target Amt may not be added/changed on SUS/SPC/CAF except cur SPC



Error in CBUS Response file Code Workaround for usersOrg Cust Ref may not be added/chng on SUS/CAF/SPC except cur SPC


Start Date must not exceed 8 weeks in the future for SFD instruction

E192PI Ensure Start Date is within 8 weeks of today’s date. An SFD deduction is one that ‘Starts on a Future Date’

End Date is not permitted when terminating the instruction

E193PI If you want to change the End Date, cancel the current instruction and code the correct details

SPC immediately following SUS or SUS action following SPC not permitted


Start Date is invalid for the Change Reason code

E199PI Start Date is invalid for this update action. Choose a date at least 14 days in future, or contact the Helpdesk if unable to resolve

Start Date must be within 52 weeks from today’s date

E230PI Ensure Start Date is within 52 weeks of today’s date. If you leave the Start Date blank, we will use today’s date

End Date cannot be more than 52 weeks after the Start Date

E231PI Ensure End Date is within 52 weeks of the Start Date

End Date cannot be more than 13 weeks after the Start Date

E232PI Ensure End date is within 13 weeks of the Start Date

Derived End Date may not be removed E233PI If you want the deduction amount to be $0, cancel the deductionOrg Cust Acct Ref and Target Amount may not be updated when terminating

E238PI If you want to cancel the deduction, you cannot update other data as part of that cancellation

Only End Date, Org Cust Acct Ref & Target may change

E240PI Deduction instruction has a change in the future. Updates can only be made to End Date or Account Reference ID

Start date cannot be changed to End date + 1

E243PI Start Date is too close to the existing End date. Cancel the current instruction and code the correct details

A current instruction already exists for this benefit / organisation

E245PI Check current deduction instruction, as one already exists

#### is mandatory for this organisation E253PI Ensure the Account Reference ID is not blank and is valid (rules may differ for each Business). This error can also be invoked if you have not included a Target Amount if it is mandatory for your Business

Requested #### amount cannot be less than ####

E254PI Ensure the Target Amount is greater than the minimum target amount accepted by your Business

Requested #### amount cannot be greater than ####

E255PI Ensure the Target Amount is less than the maximum target amount accepted by your Business

Org account reference valid format: ##### E256PI The Account Reference ID must be provided in the correct format, as per validation rules requested by your Business. You may have asked us to accept Account Reference IDs in a number of formats:e.g. ######; ######## = must have either 6 or 8 digitse.g. T##### = must have ‘T’ as first character, followed by 5 digits

Cannot enter both a deduction amount and a percentage

E259PI No workaround – Please contact Helpdesk and request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing.

Task locking conflict. Deduction Service update failed

E263PI There is a pending piece of work on the customer record that blocks this update. Try again in a day or two

No access. Your #### is not in the allowed #### list

E277PI No workaround – Please contact Helpdesk and request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing

Invalid date: Date of birth E303PI The date of birth you have supplied is not in a valid format. Please check the User Guide to ensure you are using the correct date format.

Invalid date: Start Date E303PI The Start Date you have supplied is not in a valid format. Please check the User Guide to ensure you are using the correct date format.

Invalid date: End Date E303PI The End Date you have supplied is not in a valid format. Please check the User Guide to ensure you are using the correct date format

Updates cannot be made on a terminated organisation

E326PI No workaround – Please contact Helpdesk and request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing


Error in CBUS Response file Code Workaround for usersOrganisation ineligible to ADD deductions E471PI Your Business has not been approved to undertake this action. If you

believe the system is not operating correctly, please contact the Helpdesk

Service Reason not eligible for action ADD E472PI Your Business has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk

Service Reason ineligible for action CAN E473PI Your Business has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk

Organisation ineligible to CAN deductions E474PI Your Business has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk

Organisation ineligible to make any updates to deductions.

E475PI Your Business has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk.

Service Reason not eligible for amount increase.

E476PI Your Business has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk

Service Reason not eligible for downward variation of amount


You cannot increase the target amount for this Service Reason


You cannot decrease the target amount for this Service Reason


Request is ADD but current instruction already exists

E480PI A current deduction already exists. Please make any required changes to the current deduction

Service Reason not eligible for action CHG E481PI Your organisation has not been approved to undertake this action. If you believe the system is not operating correctly, please contact the Helpdesk

Deduction action failed E482PI You have submitted a CAN request with too much data – no need to also send Start Date or End Date or Deduction Amount or Target Amount.Submitting a CAN request will cancel the existing deduction and any future changes to that deduction. Check the User Guide for guidance on what data is required to successfully submit a CAN request

Can only have End Date or Target Amount, not both

E483PI A Target Amount or End Date already exists on the current deduction instruction. You cannot add an End Date or a Target Amount to this deduction – either wait until Target Amount (or End Date) has been reached, or cancel the deduction and add a new one with the correct details

Error prevented updates being applied at this time

E488PI Your Business has not been approved to make this type of update. If you believe the system is not operating correctly, please contact the Helpdesk

This Deduction type is not valid for Centrepay

E514PI Service Reason entered is not valid

Not a valid instruction for this Service Reason

E529PI Deduction cannot be set up on customer receiving Paid Parental Leave via their employer

Request Action Code is invalid E700PI The Deduction Action Code can only be one of the following: ADD, CHG, CAN. Ensure you are submitting a valid code

CLK Benefit group is invalid E702PI The Centrelink Benefit Group you have supplied is not in a valid format. Please check the User Guide to ensure you are using a valid code. If you leave the Centrelink Benefit Group blank, we will apply the deduction to the customer’s primary payment type. For deductions from Family Tax Benefit payments, you must use code FTB in all cases

Customer not matched E709PI The customer details you have supplied either don’t match our records,


Error in CBUS Response file Code Workaround for usersor there is a reason why we cannot confirm the customer’s identity to you (e.g. Customer is deceased, or a protected witness, etc.)

Customer not current on requested system E713PI No matching deduction found. The customer may not be receiving a payment from us for the Benefit Group you have selected

No current deduction for this type E721PI No matching deduction found. The customer may not be receiving a payment from us for the Benefit Group you have selected

Benefit type invalid for deduction E736PI No workaround – Please contact Helpdesk and request customer to make changes via Online Services, Call Centre or alternatively submit an SA325 form to the department for processing

Unable to update deduction instruction at this time

E787PI This is a default error message when we are unable to allow updates to this customer record. The underlying cause could be a number of reasonsIf you repeatedly receive this error for the same customer, please contact the Helpdesk

New Target Amount is less than total deductions to date

E837PI Ensure the Target Amount is equal to or greater than the total of repayments made to date (i.e. Target Balance Remaining). If you don’t know the amount already repaid, you can cancel the current deduction and start a new one with the Target Amount you wish to recover from today onward


CBUS Troubleshooting Guide

The following issues, presented in question and answer (Q and A) format, may help you solve commonly occurring issues.

Q. Preceding zeroes from the dates and the decimal places from the deduction or target amounts, are removed when I create the CBUS file using Excel (or other spreadsheet application). How do I retain them?

A. Format the cells in your spreadsheet as ‘text’ to retain preceding zeroes and decimal places.

Q. I’ve formatted my spreadsheet cells as ‘text’ and saved the file as a CSV document, but when I review the file the preceding zeroes from the dates and decimal places from the deduction or target amounts have disappeared. How can I prevent this from happening?

A. Review your data using a text editor application such as Notepad. Preceding zeroes and decimal places will not display when opening a CSV file in a spreadsheet application (such as Excel).

Q. How do I minimise the return of ‘Customer Not Matched’ responses in my Response file?

A. Ask your customer to provide you with their name and date of birth to exactly match what they have recorded with the Department of Human Services – Centrelink.

Provide only the minimum information required to match the customer: Centrelink Reference Number (CRN), Surname (Family name) and Date of Birth.

Q. We receive a lot of responses that say: ‘request is ADD but deduction is already in place’. How do we minimise these?

A. Confirm with the customer at the time of getting their consent whether a deduction is already in place or not. If receiving instruction data with your Centrelink Deduction reports, use this information to update your records with the status of your customer’s Centrepay deductions.

Use the Deductions and Payments Application (DAPA) to verify existing deduction arrangements.

Q. I receive the response ‘there is no current deduction for this type’ when attempting to vary or cancel a deduction, but I’m certain the deduction is in place. Why is this happening?

A. If the deduction is from ABY, CDA, DRA, FTB or MOB benefit group, this benefit group type must be included in the Centrelink Benefit Group section of your file to allow the update to be processed.

Q. Why did I receive a response file for only some of the deduction requests in the file submitted?

A. Incorrectly formatted transaction lines will be returned in a separate ‘Reject’ file. The Response file will return a response for all correctly formatted deduction requests.


If spaces were included with any of your data, it is possible those spaces may have contained hidden characters. This can cause rejection of the file at the point where the hidden characters are encountered when the file is processed. We recommend reviewing your file before submission to make sure spaces are not included and avoiding cutting and pasting data from other sources as you may inadvertently include hidden characters that are either outside the allowable printable range, or are unprintable characters.

Q. I have successfully submitted my CBUS file, but haven’t received an immediate response. Why is that?

A. For files sent Monday to Friday, response files are generally available after 8 pm on the same day the file is submitted. Where multiple files are submitted on the same day, the system will collate all instructions provided on that day into one response file. If your request file(s) have a combined total of more than 2,000 deduction instructions in a single day, a response file will generate for every 2,000 deduction instructions submitted or part thereof. We will send this to your business separately. Each registered CBUS user with your business will get an email notification for every response file received by the business.

Q. It takes time to format the requests I receive into the format required for a CBUS file. Are there any shortcuts?

A. You could provide a template or guide to your front of house staff to make sure all necessary information is collected and it is in the order it will be entered into the CBUS file.


Need help?

CENTREPAY HELPDESK

If you experience technical difficulties while using CBUS or require more information, you can contact the following helpdesk for assistance. Alternatively, you can:

visit our website: humanservices.gov.au/business email: centrelink. b [email protected] FreeCall™ 1800 044 063

Please make sure you have the following information ready when contacting us:

your Business name your Business’ Centrelink Reference Number (CRN) your contact phone number or email address, and a description of the problem you are experiencing.

Note: Calls to ‘1800’ phone numbers from a fixed phone line are free. Calls from public phones and mobile phones may be timed and charged at a higher rate.

If you need assistance with a file submission or response file, you can find the ‘File Receipt Number’ within the ‘Sent’ and ‘Inbox’ folders in your online mailbox. This reference number will help us provide assistance to you regarding any file submissions.


mailto:[email protected]

Documents

Centrepay Bulk Upload Service User Guide 18 October 2017 · Web viewThe Centrepay Bulk Upload Service (CBUS) is an online service that allows approved Centrepay Business providers