COVID-19 Response

Fees Waived for Our Customers and Your Customers

To support you amid the COVID-19 pandemic, we have made the decision to waive several fees for all our customers and their customers during this difficult time.

Effective for transactions from Friday 1 May, 2020, these changes include:

For you, Ezidebit’s customer, we will waive:

  • Client dishonour fee (where you pay a fee when your customer’s direct debit fails);

  • Failed payment fee (where you pay a fee that’s charged as a result of a failed payment for either a direct debit, real-time or phone pay transaction); and

  • Minimum Monthly Fee (MMF) where applicable for your account.

For your customers, we will waive the Payer dishonour fee (typically charged when a direct debit fails).

These fees will be automatically waived on your account from 1 May 2020 until 30 June, 2020.

Depending on the situation regarding COVID-19, Ezidebit may choose to extend this timeframe and will let you know closer to the time.

We hope that by taking away some of these costs, we are able to provide a little relief to you, your business, and your customers during this very trying time.

For questions regarding the waiving of these fees, please see our frequently asked questions.

Government Restrictions and Business Adaptation

If your business has been affected by the recent government restrictions, we remind you that it is ultimately the responsibility and obligation of all payment providers to ensure that all payments are properly authorised. Some providers have instituted a blanket shutdown of all payments, with new direct debit authorities required for individual customers to continue payment. Ezidebit has not taken this blanket approach at this time, however we require you to actively monitor the situation and make changes to your direct debit schedules as mandated by the government.


Ezidebit Management has reviewed all feedback we have received to date on our approach with some of our customers, and is continuing to monitor the evolving situation on a daily basis. We are now proactively contacting our transacting customers to obtain information on how they have adjusted their business model, in light of the government restrictions and ACCC guidelines.


We understand that now is an incredibly stressful time for a number of industries, including our customers in health and fitness, hospitality and education, with many businesses required to adjust their business models quickly to stay afloat.


The heavy restrictions put in place by the government, while necessary to protect the health and wellbeing of all Australians, have taken a toll on our economy, with further challenges predicted to come.


However, it has been inspiring to see and hear from so many businesses that are getting creative in the current environment. We’ve seen dance classes being conducted via Zoom, and trainers are coaching their clients through video conferencing, for example.

How to Reduce Disputes and Chargebacks

Remember, under Consumer Law, it is your business’ responsibility to ensure your customers have actively opted in to pay for altered services being provided during this time. We’ve put together a few quick tips to actively reduce the risk of disputes and chargebacks, including:


1. Make sure you communicate to your customers about your changes and how it affects them. We’ve seen this done in a number of ways, including giving clients the option to choose different services. For example, if you choose ‘Option A’ you will receive value such as access to online courses that will be reviewed once things return to normal, with ‘Option B’ being an opt-out of further payments.


2. Make sure you keep records of all communications and responses you receive from your customers. It will be difficult to obtain complete reauthorisation, so it’s important to keep records of your opt-ins.


3. It’s likely you will need to communicate with your customers via multiple touchpoints - for example, email, SMS and social media. This will help your message get through to your customers. Your lowest touch customers (sleepers) are the ones most likely to request chargebacks, maybe not now, but perhaps longer-term.