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Accounts and Billing

Declined payment fees & late fees

Last Updated: Friday, 5 May 2023

What happens with a declined payment? Will I be charged a fee?

A declined payment can occur for a number of reasons from lost or stolen cards, expired cards, bank errors, and insufficient funds. The fees associated with the declined payment depend on the type of payment being used.

For bank & debit card declined payments

The bank charges us $5.50 for each returned transaction, and that fee is passed on to customers. Our system will automatically queue up another payment date if the original debit date is missed. If payment is again declined, another $5.50 fee will be charged to your account.

For credit card declined payments

If your credit card is declined, then you will be charged a single $10 late fee for that month. Subsequent declined payments during that same billing cycle will not incur extra fees.

How to avoid declined payment fees

It’s advised to be proactive with your account. We understand financial difficulties and hardships and even general whoops mistakes because we’ve all been there. We’re all human. Simply contact us.

If you know that your payment will be declined on the debit date, just call our Customer Service Team on 1300 880 905  prior to the debit date. We can arrange a payment plan to prevent the system from withdrawing money from your account until it’s available. As a general rule of thumb, you’re automatically approved for a payment plan provided you agree to pay at least half of the amount owing before the next billing cycle (the next invoice).

If you require a longer payment plan or are experiencing financial hardship, then Customer Service can raise a ticket to the Accounts Manager on your behalf. The Accounts Manager will contact you to further discuss a payment plan that is more suitable. To view our financial hardship policy, follow this link.

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