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Direct Debit Request Service Agreement

Customer Direct Debit Request Service Agreement

We here present our service commitment to you in respect of the Direct Debit Request (DDR) arrangements made between Victorian National Parks Association (314011) and you.

Here follow your rights, our commitment to you and your responsibilities to us.

How to contact us

Direct all enquiries to us, rather than to your financial institution. Enquiries should be made at least seven working days prior to the next scheduled drawing date.

You may contact us as follows:-
Phone: 03 9347 5188
Email: accounts@vnpa.org.au
Mail: VNPA, Level 3, 60 Leicester Street
Carlton, VIC 3053
All communication addressed to us should include your Member/Supporter Number.

Our commitment to you

Initial terms of the arrangement
In terms of the Direct Debit Request arrangements made between us and signed by you, we undertake to periodically debit your nominated account for the agreed amount.

Drawing arrangements

  • The first drawing under this Direct Debit arrangement will be made by the Westpac Bank on the date nominated on the Direct Debit Request.
  • If any drawing falls due on a non-business day, it will be debited to your account on the next business day following the scheduled drawing date.
  • We will give you at least 14 days notice in writing, by email or by phone when changes to the initial terms of the arrangement are made. This notice will state the new amount, frequency, next drawing date and any other changes to the initial terms.
  • If you wish to discuss any changes to the initial terms, please contact us.

Your rights

Changes to the arrangement
If you want to make changes to the drawing arrangements, contact us. These changes may include:
- deferring the drawing; or
- altering the schedule; or
- stopping an individual debit; or
- suspending the DDR; or
- canceling the DDR completely.

Confidentiality
All personal customer information held by us will be kept confidential except that information provided to our financial institution to initiate the drawing to your nominated account.

Disputes

If you believe that a drawing has been initiated incorrectly, we encourage you to take the matter up directly by contacting us.

If you do not receive a satisfactory response from us to your dispute, contact your financial institution who will respond to you with an answer to your claim:

- within 5 business days (for claims lodged within 12 months of the

disputed drawing); or

- within 30 business days (for claims lodged more than 12 months after the disputed drawing)

You will receive a refund of the drawing amount if we can not substantiate the reason for the drawing.

Note: Your financial institution will ask you to contact us to resolve your disputed drawing prior to involving them.

Your commitment to us

It is your responsibility to ensure that:

  • your nominated account can accept direct debits (your financial institution can confirm this);and
  • that on the drawing date there are sufficient cleared funds in the nominated account; and
  • that you advise us if the nominated account is transferred or closed.

If your drawing is returned or dishonoured by your financial institution, we may re-draw on your account after four (4) business days, or contact you to arrange alternate payment. Any transaction fees payable by us in respect of the above may be added to your account.