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Direct Debit Service Agreement

Direct Debit Service Agreement

This is your Direct Debit Service Agreement with North East Water.

This agreement explains what your obligations are when undertaking a Direct Debit arrangement with us. It also details what our obligations are to you as your Direct Debit provider.

Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR authorisation.


  • account means the account held at your financial institution from which we are authorised to arrange for funds to be debited.
  • agreement means this Direct Debit Request Service Agreement between you and us.
  • banking day means a day other than 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 is made.
  • Direct Debit Request means the written, verbal or online request between us and you to debit funds from your account.
  • us or we means North East Water; whom you have authorised by requesting a Direct Debit Request.
  • you means the customer who has authorised the Direct Debit Request.
  • your financial institution means the financial institution at which you hold the account is maintained you have authorised us to debit.

Debiting your account

By submitting a Direct Debit Request, you have authorised us to arrange for funds to be debited from your account. The Direct Debit Request and this agreement set out the terms of the arrangement between us and you.

We will only arrange for funds to be debited from your account as authorised in the Direct Debit Request.

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

We will confirm with you, in writing, the details of your direct debit arrangement including the deduction amount, frequency and commencement date within 14 days of setting up or altering your arrangement in our system.

Amendments by us

We may cancel the Direct Debit Request if three or more consecutive payments are rejected.

Any bank fees incurred due to rejected payments will be applied to your account and a notification letter sent.

How to cancel or change direct debits

You can:

(a) cancel or suspend the Direct Debit Request or 
(b) change, stop or defer an individual debit payment

at any time by contacting us directly by email to or on 1300 361 633. Please provide at least 5 business days notice.

Your Obligations

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.

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

(a) you may be charged a fee and/or interest by your financial institution;
(b) we may charge you reasonable costs incurred by us on account of there being insufficient funds; and 
(c) you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your 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.

Payment Disputes

If you believe that there has been an error in debiting your account, you should notify us directly on or 1300 361 633. Alternatively, you can contact your financial institution for assistance.

If we conclude as a result of our investigations that your account has been incorrectly debited we will respond to your query by arranging within a reasonable period 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 for this finding in writing.


You should check:

(a) 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.

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

(c) with your financial institution before completing the Direct Debit Request if you have any queries about how to complete the 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 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:

(a) to the extent specifically required by law; or 

(b) for the purposes of this agreement (including disclosing information in connection with any query or claim).