You should always carefully check your statements when you receive them and regularly review your accounts transaction activity online. If you notice any apparent errors or possible unauthorised transactions you must advise us immediately.
The Card Schemes have a dispute resolution process which sets out the specific circumstances and timeframes in which a refund can be claimed on a disputed retail purchase transaction.
This is referred to as a ‘chargeback right’. We will claim a chargeback right where one exists and the transaction has been disputed within the required time frame. The timeframes for us to process a chargeback vary between 45 days and 120 days from the date of the transaction, depending on the type of dispute.
Our ability to dispute a transaction on your behalf may be lost if you fail to notify us within the required timeframes. For this reason, it is in your interest to report any disputed transaction to us immediately as failure to do so may result in your claim being declined.
Similarly, the ePayments Code also has a dispute resolution process in place that deals with any transactions made with a PIN, password or access number and transactions made over the internet or telephone using a card.
To query or dispute a Mastercard, Visa, ATM or EFTPOS transaction, simply download and complete the PDF form below, then:
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