1. Your rights at a glance
- Centrepay is voluntary. You chose to use it, and you can stop it any time.
- You can change or cancel a Centrepay deduction yourself, without talking to us.
- You can also ask us to stop the deduction and we will do so at our end.
- Stopping a Centrepay deduction is free. There is no fee, penalty or exit charge.
- Cancelling a Centrepay deduction will not stop a service — those are two separate decisions. If you want to cancel a service, see section 4 below.
2. How to cancel a Centrepay deduction
You can cancel a Centrepay deduction in any of these ways:
- Online — log in to my.gov.au → Centrelink → Payments and claims → Manage deductions, and cancel the Caring Abode deduction.
- By phone — call Services Australia on 1800 050 004 (Centrepay enquiry line) or your usual Centrelink payment line.
- At a Service Centre — visit any Services Australia / Centrelink Service Centre.
- Through us — call 1300 856 616 or email info@caringabode.com.au and ask us to cancel the deduction. We will stop it at our end within 2 business days and send you written confirmation. (You may also need to confirm with Services Australia depending on timing.)
3. What happens after a Centrepay deduction is cancelled
- The next scheduled deduction will not be processed once the change has flowed through Services Australia's system. Depending on when you cancel, one further deduction may still go through — if so, any overpayment is refunded under our Refund Policy within 10 business days.
- You will receive a written confirmation from us showing the date the deduction stopped at our end, the last amount deducted, and any balance owing in either direction.
- Cancelling a deduction does not, on its own, cancel a service or a tenancy. We will contact you to confirm how you'd like to pay going forward (direct debit, invoice, NDIS plan-managed, etc.).
4. Cancelling a service or tenancy
Cancellation terms for individual services are set out in your Service Agreement. As a general rule:
- Short-notice cancellations (in-home support, Day Centre, supported holidays) follow the NDIS Pricing Arrangements and Price Limits — currently 7 clear days' notice to avoid a short-notice cancellation charge. Where a charge applies, we will tell you in writing before invoicing.
- Supported Independent Living (SIL) and Specialist Disability Accommodation (SDA) are tenancy-style arrangements with separate notice periods set out in your Residential / Occupancy Agreement (typically 14 days for a fixed-term, 21 days for a periodic).
- Compassionate cancellations — hospital admissions, family emergencies, end-of-life situations — are waived. Always.
- If we cancel — for example, because we can no longer safely meet your needs — we will give you the same notice we'd ask of you, and help you find an alternative provider.
5. Cancellation requests in writing
You don't have to put it in writing, but doing so makes the trail clearer. If you'd like to, please include:
- Your full name and (if applicable) NDIS participant number
- What you're cancelling — Centrepay deduction, a specific service, or a tenancy
- The effective date you'd like the cancellation to take
- Your preferred follow-up method (phone, email, in person)
Send to info@caringabode.com.au or post to Lama Care Pty Ltd trading as Caring Abode, Parramatta NSW.
6. Vulnerable customer protections
If you live with cognitive impairment, are under a guardianship or financial management order, or rely on an advocate, we apply additional checks before processing a cancellation that could disadvantage you. If we have any reason to believe a cancellation request did not come from you, we will:
- Pause the request and contact you directly
- Notify your nominated decision-maker / advocate where one exists
- Document the verification before acting
This applies in both directions — we will never let a deduction continue against your wishes, and we will never let it be cancelled by someone who is not authorised.
7. Records
All cancellation requests, confirmations and any related correspondence are kept for at least 5 years in line with Services Australia's Centrepay record-keeping requirements and the NDIS Practice Standards.
8. If you are not satisfied
If you are unhappy with how a cancellation has been handled, please raise it under our Complaints Policy. You can also contact:
- Services Australia (Centrepay) — 1800 050 004 · servicesaustralia.gov.au/centrepay
- NDIS Quality and Safeguards Commission — 1800 035 544 · ndiscommission.gov.au
- NSW Fair Trading (tenancy) — 13 32 20 · fairtrading.nsw.gov.au
9. Contact us
- info@caringabode.com.au
- 1300 856 616
- Lama Care Pty Ltd trading as Caring Abode, Parramatta NSW