Direct Debit

Direct Debit is the easiest and quickest way to pay your bill.

Your bill amount will automatically be withdrawn on the due date from your nominated bank account or credit card, so you never have to worry about missing a payment again! You will still receive your quarterly bill to see your detailed charges and the amount to be deducted.

Direct Debit can also allow you to make regular smaller weekly, fortnightly or monthly instalments to help smooth over your final quarterly bill.

How to set up a Direct Debit

From a credit card

Please call 131 691 Mon-Fri 8.30am-5pm to set up a Direct Debit from your credit card. This is to ensure your credit card details are handled securely.

From a bank account

If you wish to have your account debited on a weekly, fortnightly or monthly basis, call us on 131 691 to make this arrangement.

If you would like to set up a Direct Debit for the full quarterly billed amount, you can set it up in following ways:

Option 1: MyAccount

The easiest way for residential customers to set up a direct debit from your bank account is through MyAccount. Learn about registering for MyAccount here.

Option 2: Email a form

You can set up a Direct Debit by completing and emailing our Direct Debit form. Please read the Direct Debit terms and conditions first.

1. Download the Direct Debit form
2. Read the terms and conditions on page 1 and complete the form on page 2
3. Email the completed form to our Direct Debit team.

Please note that by submitting the form you are agreeing to the terms and conditions of the Direct Debit service which is found on the first page of the document.

Looking for other ways to pay?

We offer a range of payment options including credit card online and over the phone, as well as payment plans to reduce the impact of receiving a larger bill every quarter.

Direct Debit FAQs

How can I set up/change my Direct Debit with my credit card?

To protect your privacy, we can only set up/modify direct debits with credit cards over the phone. You should never supply credit card details to us in a form. Call 131 691 to do any of the following:

  • set up a direct debit using your credit card
  • update credit card details (eg, the expiry date of an existing credit card currently set up on Direct Debit)
  • change your Direct Debit arrangement from credit card to debit from a bank account

Please note it takes 4 business days to cancel or change a Direct Debit arrangement, this will ensure your arrangement is updated before the next scheduled deduction.

I have changed my bank account details how do I update my Direct Debit details?

To make a change to your existing Direct Debit bank account arrangement, please contact us on 131 691.

What happens if my Direct Debit payment is unsuccessful?

When a Direct Debit payment is unsuccessful, for example, funds were unable to be debited from your credit card or bank account, your arrangement is cancelled automatically. If your arrangement is cancelled due to any of the reasons outlined below, please contact us on 131 691 to reinstate it.

Here are the cancellation circumstances for Direct Debit arrangements:

Direct Debit with a credit card
Your arrangement will be cancelled immediately when payments debited from a credit card are unsuccessful, for example, due to an issue with the card.

Bank account Direct Debit
Your arrangement will be cancelled in the following ways when payments debited from a bank account are unsuccessful, for example, due to insufficient funds:

  • Full payment arrangements (debiting the full due amount) will be cancelled immediately with a $0.50 dishonour fee.
  • Instalment payment arrangements (debiting in instalment amounts) will attempt to debit 3 times. If on the 3rd attempt the payment is still unsuccessful the arrangement will be cancelled with a $0.50 dishonour fee.

Please note: some arrangements are cancelled immediately, for example, invalid bank accounts or deceased accounts, regardless of either full or instalment arrangement.

I've recently moved into a new property; do I need to cancel my current Direct Debit set up for my old address?

Yes, you need to cancel your existing Direct Debit and set-up a new one.

If you have moved to a new property within our service area you will be issued with a new account number. New address equals new account number.

You will need to cancel any payment arrangements, eg BPAY View, Direct Debit etc, as your arrangement will be paying your old account number (for your previous address).

Call 131 691 to confirm your new account number and to re-instate your payment arrangement.

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