Direct Debit Service Agreement

terms and condition page

Direct Debit Service Agreement

Debiting your account

By signing a direct debit request, you have authorised us to arrange for funds to be debited from your nominated account. We will only arrange for funds to be debited from your nominated account as authorised in the direct debit request.

If the debit day falls on a day that is not a business day, we may direct your financial institution to debit your nominated account on the following business day. If you are unsure about which day your nominated account has or will be debited you should ask your financial institution.

Changes by us

We may vary any details of this agreement or a direct debit request at any time by giving you at least 14 days’ written notice.

Your obligations

It is your responsibility to ensure that there are sufficient cleared funds available in your nominated account to allow a debit payment to be made in accordance with the direct debit request.

If there are insufficient cleared funds in your nominated account to meet a debit payment:

  • you may be charged a fee and/or interest by your financial institution;
  • you may also incur fees or charges imposed or incurred by us; and
  • you must arrange for the debit payment to be made by another method or arrange for sufficient cleared funds to be in your nominated account by an agreed time so that we can process the debit payment.

You should check your account statement to verify that the amounts debited from your account are correct.

If we are liable to pay Goods and Services Tax (GST) on a supply made in connection with this agreement, then you agree to pay us on demand an amount equal to the consideration payable for the supply multiplied by the prevailing GST rate.


If you believe that there has been an error in debiting your account, you should notify us directly on 1800 806 362 during business hours (Melbourne time) and advise us in writing as soon as possible so that we can resolve your query more quickly.

If we conclude as a result of our investigations that your account has been incorrectly debited, we will respond to your query by arranging for your financial institution to adjust your account (including interest and charges) accordingly. We will also notify you in writing of the amount by which your account has been adjusted.

If we conclude as a result of our investigations that your account has not been incorrectly debited, we will respond to your query by providing you with reasons and any evidence of this finding. Any queries you may have about an error made in debiting your account should be directed to us in the first instance so that we can attempt to resolve the matter between us and you. If we cannot resolve the matter, you can still refer it to your financial institution which will obtain details from you of the disputed transaction and may lodge a claim on your behalf.


You should check:

  • with your financial institution whether direct debiting is available from your account as direct debiting is not available on all accounts offered
  • by financial institutions;
  • your nominated account details that you have provided to us are correct by checking them against a recent account statement; and
  • with your financial institution before completing the direct debit request if you have any queries about how to complete the direct debit request.


We will keep any information (including your account details) in your direct debit request confidential. We will make reasonable efforts to keep any such information that we have about you secure, and to ensure that any of our employees or agents who have access to this information about you do not make any unauthorised use, modification, reproduction or disclosure of that information. We will only disclose information that we have about you:

  • to the extent specifically required by law; or
  • for the purposes of this agreement (including disclosing information in connection with any query or claim).