Direct Debit Frequently Asked Questions

Paying your accounts via Direct Debit is simple and convenient.  It means no more waiting in long queues at the Post Office and no more forgetting when bills are due.

Can I pay by direct debit using my credit card?
Yes, you can set up your direct debit on your Mastercard and Visa credit cards. Please note that AMEX and Diners cards aren't accepted by us. 

When will the direct debit occur?
Our bank will withdraw from your nominated account on a day nominated by us or 12 working days after your account is issued.  This day will appear on your bill as the Due Date.

What will happen if I don't have enough funds in my account when the bill is due?
If you know that you won't have enough money in your account at the time of the bill being due you will need to contact us at least 3 days prior to the payment date so that we can alter your Direct Debit payment date and put an extension on your account.  As long as you keep the extended payment date and make payment you will still be eligible for a rebate as long as you continue to meet the eligibility criteria.  If we aren't notified then the Direct Debit will still occur as normal and if you don't have enough money in your account to cover your bill your bank may charge you a fee. 

How much will I be charged by the bank if I dont have enough funds in my account?
You will need to check with your bank for specific fees they charge, however most banks have made reductions to their overdrawn fees. Having sufficient funds in your account means you should not be charged overdrawn fees.

Am I able to make frequent payments via Direct Debit instead of having to pay the full amount of the bill when it arrives?
We are able to offer flexible  payment options however we can only offer this to customers where we have at least 6 months of historical premise usage so that we can accurately estimate your annual usage ensuring the payment installments that you make actually cover the amount of energy you are consuming.   If this payment option is offered and accepted by you, then this payment option cannot be used to manage any outstanding debt or to credit manage your accounts.   Please contact us on 133 466 if you want to find out more. 

What responsibilities do I need to be aware of with a Direct Debit arrangement?
To ensure your Direct Debit set up continues to be as smooth as possible there are a few things that you need to ensure:

  1. Sign and return the completed Direct Debit form that you will receive as part of your confirmation pack
  2. your nominated account can accept Direct Debits
  3. the account details that you have provided are correct and if you are uncertain you are advised to check with your financial institution before completing the Direct Debit request
  4. you have sufficient clear funds available in your nominated account by the scheduled drawing date to allow for withdrawals according to your Direct Debit
  5. you notify us as soon as possible if any of your details change, this includes advanced notification of your new credit card expiry date prior to the expiration date of the old card.

Are my bank account details kept confidential?
Yes - Unless agreed with you otherwise, your account details will only be shared with our financial institution to initiate the drawing to your nominated account, or in connection with a claim of an alleged incorrect or wrongful withdrawal.

 

TRUenergy supplies gas and electricity to residential and business customers. We retail energy in
Victoria, South Australia, New South Wales, ACT and Queensland.