Direct Debit Request (DDR) Service Agreement

When applying to pay your rates via direct debit, you should understand our service agreement.

Definitions

account means the account held at your Financial Institution from which we are authorised to arrange for funds to be debited.

Service Agreement refers to this City of Greater Geelong Direct Debit Request (DDR) Service Agreement between you and us; this document.

business day means a day other then a Saturday or a Sunday or a public holiday listed throughout Australia.

debit day means the day that payment by you to us is due.

debit payment means a particular transaction where a debit payment is made.

direct debit request (DDR) means the City of Greater Geelong Direct Debit Request application lodged by you to us.

us or we means the City of Greater Geelong you have authorised by signing the direct debit request.

you means the customer who signed the direct debit request.

your Financial Institution means is the financial institution where you hold the account that you have authorised us to arrange to debit.


1. Debiting your account

1.1 By signing a City of Greater Geelong Direct Debit Request (User ID 123093), you have authorised us to arrange for funds to be debited from your account. You should refer to the direct debit request and this Service Agreement for the terms of the arrangement between us and you.
1.2 We will only arrange for funds to be debited from your account as authorised in the direct debit request.
1.3 If the debit day falls on a day that is not a business day, we may direct your financial institution to debit your account on the following business day.

If you are unsure about which day your account has or will be debited you should ask your financial institution.



2. Alterations by us

2.1 We may vary any details of this Service Agreement or the direct debit request at any time by giving you at least fourteen (14) days written notice.

 


3. Alterations by you

3.1 Subject to 3.2 and 3.3, you may change the arrangements in your direct debit request.
3.2 If you wish to stop, defer or vary a debit payment you must notify us in writing at least fourteen (14) days before the next debit day. This notice should be given to us in the first instance.
3.3 You may also cancel your authority for us to debit your account at any time by giving us fourteen (14) days notice in writing before the next debit date. This notice should be given to us in the first instance.


4. Your obligations

4.1 It is your responsibility to ensure that there are sufficient clear funds available in your account to allow a debit payment to be made in accordance with the direct debit request.
4.2

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

  1. you may be charged a fee and/or interest by your Financial Institution;

  2. you may also incur fees and charges imposed or incurred by us; and

  3. you must arrange for the debit payment to be made by another method or arrange sufficient clear funds to be in your account by an agreed time so that we can process the debit payment.

4.3 You should check your account statement to verify that the amounts debited from your account are correct.
4.4 You must notify us in writing fourteen (14) days before the debit date if your account is transferred or closed.


5. Dispute

5.1 If you believe there has been an error in debiting your account, you should notify us directly on (03) 5272 5272 during business hours and confirm that notice in writing with us as soon as possible so that we can resolve your query more quickly.
5.2 If we conclude as a result of our investigations that your account has been incorrectly debited we will respond to your query by arranging a refund for the debited amount. We will also notify you in writing of the amount refunded.
5.3 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 for this finding.
5.4 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.


6. Accounts

You should check:

  1. 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. Direct Debit is not available on credit cards.

  2. your account details which you have provided to us are correct by checking them against a recent account statement; and

  3. with your financial institution before completing the direct debit request if you have any queries about how to complete the direct debit request.


7. Confidentiality

7.1 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 information about you do not make any unauthorised use, modification, reproduction or disclosure of that information.
7.2 We will only disclose information that we have about you:
  1. to the extent specifically required by law; or

  2. for the purpose of this Service Agreement (including disclosing information in connection with any query or claim).



8. Notice

8.1 If you wish to notify us in writing about anything relating this Service Agreement, you should write to:

Revenue
City of Greater Geelong
PO Box 104 Geelong VIC 3220

Include your COGG account number, name, address, a daytime contact phone number and your signature.
8.2 Alternatively changes can be lodged by email: contactus@geelongcity.vic.gov.au or call us on 03 5272 5272.
8.3 We will notify you by sending a notice in the ordinary post to the address you have with your City of Greater Geelong account(s).
8.4 Any notice will be deemed to have been received two days after it is posted.


9. Your privacy

Please refer to our privacy page for all information relating to confidentiality and privacy.

Direct Debit logo





Page last updated: Wednesday, 1 November 2017

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