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Bank error causes duplicate deduction of some direct debit rates payments

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A number of ratepayers who pay on a 9‑month direct debit cycle may have experienced a second deduction processed in bank error. We sincerely apologise for the inconvenience this has caused and understand the impact unexpected account deductions can have.

Initial investigations indicate the duplicate deduction relates to a processing error by our bank. Council is working closely with them to resolve this as quickly as possible and to ensure appropriate safeguards are in place. 

What we're doing now

Duplicate deductions were refunded on Thursday 7 May and will be visible in customer’s accounts shortly, depending on their bank’s processing times.  

Where customers have incurred bank fees due to this issue, we will arrange appropriate reimbursement, we are working with our bank on the best way to do this.  

We are investigating the cause of this bank error and will implement any required improvements to prevent a recurrence.  

What you need to do

You do not need to do anything to receive your refund.  

If you have incurred bank fees due to this issue, we will arrange appropriate reimbursement. We are working with our bank on the best way to do this and will let you know more when confirmed.  

If this has impacted you, please register with us so we can keep you up to date as this ongoing situation progresses and let you know if there is anything you need to do.  

Council sincerely apologises for this bank error. We understand the importance of reliable payment processing and maintaining community trust, and we will continue to provide updates as required.  

Need help?

Contact Council on 9298 8000 or email [email protected]. 

If you are experiencing financial hardship, please call us. We are able to discuss payment plan options and also provide information on local services that are available to help. You can also visit our Community and welfare relief service providers webpage.

What's happening

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