We have made some changes to how we issue refunds

Published on 21 Jul 2026

We have made some system improvements so we can issue all refunds through an Electronic Funds Transfer (EFT) instead of issuing some refunds by cheque.

All refunds will be issued by EFT from 19 July 2026.

If we owe you a refund and need your bank details, we will contact you by SMS, email or send you a letter by post. The message will have instructions on what to do and the information we need from you.

You can call us at any time to securely provide your bank details.

If you need to speak to a customer service representative, call us on (03) 9200 8111 between 8:00 am and 6:00 pm weekdays, except public holidays.

When you call, you will need to give us:

• your driver licence number or Debtor ID number
• the BSB number for the bank where your bank account is held
• the bank account number for the account you want the refund paid to.

Once we confirm your bank details, we will process the refund. It can take up to 28 business days for you to receive the refund.

As soon as the refund is processed, we will remove your bank details from our system.