An important message about your card dispute

At CUA our members are at heart of everything we do.

We are communicating with you as we have made a mistake in regards to our management of unauthorised transaction disputes and are looking to make things right.

An unauthorised transaction is one that has not been authorised by the primary or secondary card holder.

Some forms used by CUA, and some of the information provided by CUA staff from time to time, didn’t accurately reflect the rights of members who wished to dispute unauthorised transactions.

  • From 1 January 2012 to February 2017 some of our forms mistakenly indicated that a fee may be payable should a member’s unauthorised transaction dispute be unsuccessful
  • From February 2017 to 23 May 2018 some of our forms mistakenly indicated that unauthorised transactions older than 120 days were unable to be disputed and that is was necessary to seek to resolve the issue with the merchant first
  • From 1 January 2012 to 23 May 2018 some members may have been mistakenly told that before lodging an unauthorised transaction dispute it was necessary to seek to resolve the issue with the merchant first

We are reaching out to members who had legitimate unauthorised transactions claims, but who did not pursue those claims, because of any of the issues outlined above. If you believe you have such a claim please complete the attached form and email it to Payment.Disputes@cua.com.au .If you are not a current CUA member, please also include with the form your account and the relevant transaction details.CUA will conduct an investigation of your claim and provide an outcome within approximately 4 weeks of receipt. If we need any additional information we will contact you.

Download Payment Disputes Form

At CUA, we understand that unrecognised transactions on your account can be stressful and we’re here to help. The most important advice we can give to protect you from unauthorised transactions is to regularly check your transactions and account balances to identify any unusual transactions. It’s also important that you keep a record of your purchases and payments to make it easier for you to identify any issues.

Card payment disputes

What should you do if you don’t recognise a card transaction on your account?

  • Ask any secondary card holders to your account if they made the transaction
  • If you don’t recognize the merchant, do a quick online search to see if a merchant you know uses a different trading name. If it is an Australian Business, have a look on the Australian Business Register
  • Have you given your card details to someone when subscribing to a free trial that may be finished?

It might be a good idea to contact the merchant to discuss the transaction. This may remind you of a purchase that you did make or a payment that you did owe them!

As well as taking the above steps, CUA also has a role to play in resolving payment disputes. To help us fulfill this role we’ll ask you to complete a ‘Payment dispute/Payment recall’ form. This provides us with all the information we need to start our payment dispute process. You can find the form here. Once you have filled in the form you can email it to us at Payment.Disputes@cua.com.au, send it via secure message in Online Banking, or drop it in to your local CUA Branch.

When considering your dispute, we may ask you to provide:

  • Details of your attempts (if any) to resolve this with the merchant
  • Evidence of goods being returned to the merchant
  • Sales receipts or invoices
  • Evidence of cancellation for trial payments
  • Police reports (if any) for lost/stolen cards

We’ll keep you informed during the investigation, preferably by email or SMS (you’ll need to consent to this on the ‘Payment dispute/Payment recall’ form).

Once we contact a merchant, they will have 45 days to decline the dispute. They can only decline the dispute if they have sufficient evidence that the payment was authorised. In some instances CUA may provide you an interim refund for the disputed payment while investigating the payment.

Should the dispute be found in your favour, you will be reimbursed for the transaction. If CUA has already provided you with a refund, this will remain in your account. If your dispute is rejected, any refund CUA has provided you with will be reversed and we will send you a copy of the evidence provided by the merchant.

ATM Disputes

Below is a general guide on what to do when you have attempted to withdraw funds from an ATM and have not been paid correctly.

Please notify CUA immediately. We can then manage the claim on your behalf.

Different financial institutions may have different requirements when handling a payment dispute.  To make the investigation as easy as possible, CUA will need you to complete our ‘Payment dispute/Payment recall’ form.  This provides us with the information we need to start the dispute process. You can find the form here. Once you have filled in the form you can email it to us at Payment.Disputes@cua.com.au, send it via secure message in Online Banking, or drop it in to your local CUA Branch.

We may ask you to produce details of the ATM which the transaction occurred at to support your payment dispute.

We’ll keep you informed during the investigation, preferably by email or SMS (you’ll need to consent to this on the ‘Payment dispute/Payment recall’ form).

Once we contact the ATM owner, they have 21 days to decline the dispute. They can only decline the dispute if they have sufficient evidence that there were no discrepancies with the ATM reconciling for that day.

Should the dispute be found in your favour, we will work with the ATM owner to credit the refund to your account.  If your dispute is rejected, we will provide you with the evidence presented to support the ATM owner’s decision.

BPAY and Electronic Funds Transfer payment disputes

Below is a general guide on what to do when you have processed a payment incorrectly via BPAY or Online Banking.

There a several reasons why you may wish to have a payment recall made on your behalf.  The following are common situations you may have found yourself in when requiring a payment recall;

  • Mistaken Internet Payment (MIP)
  • When transferring funds via Online or Mobile Banking, you enter incorrect account details
  • Incorrect Information (Payee, Biller & Amount)
  • When paying a bill via BPAY, a duplicated payment was made, an incorrect biller was used, an incorrect customer reference number was used or the incorrect amount was sent

Should you have made a payment to an incorrect payee/biller, it might be a good idea to contact the payee/biller directly.

If you require a payment recall, we will support you by recalling the payment on your behalf.

To help us recall your payment you will need to complete our ‘Payment dispute/Payment recall’ form.  This provides us with the information we need to recall the payment.  You can find the form here: <insert link to form> Once you have filled in the form you can email it to us at Payment.Disputes@cua.com.au, send it via secure message in Online Banking, or drop it in to your local CUA Branch.

During this process, we may ask you for details of the unintended payee, and the customer reference number used for BPAY transactions.

Once we receive your documents, our investigation in to your payment recall will commence.  If we need further information to support your claim we’ll be in touch.

We’ll keep you informed during the investigation, preferably by email or SMS (you’ll need to consent to this on the ‘Payment dispute/Payment recall’ form).

The sooner you tell us about the issue, the quicker we can help resolve it. There may also be negative consequences if you delay informing us about the payment - delays may improve the position of the wrongful recipient of your money.

Within 10 business days:

If you contact CUA within 10 business days of the transfer being processed, and the money is still in the recipient’s account, and we’re satisfied that it is a mistaken payment, the money will be returned to your account.

Between 11 business days and 7 months:

If you contact CUA after 10 business days, but before 7 months from the time of the mistaken payment, we must provide the recipient of the funds with the opportunity to establish that it is not a mistaken payment. If they can’t do that, and the money is still in the recipient’s account, it will be returned to you.

Over 7 months:

If you contact CUA more than seven months after the payment in question, the recipient must consent to returning the funds to you. This demonstrates that it is important to contact CUA as soon as you know there has been a mistake.

  • When an incorrect amount has been sent via Online Banking or the wrong payee has been selected from your payee list, the return of payment may be delayed or possibly unsuccessful
  • When an incorrect payment has been sent via BPAY, it can take anywhere up to 10 business days to be resolved

We don’t charge a fee for helping you to recover mistaken internet payments, however there may be a fee for recovering funds through BPAY. Please refer to CUA’s schedule of fees.

Still need help?

If you have any questions or concerns, we’d be happy to help – just call us on 133 282 or email us at payment.disputes@cua.com.au


Not happy with the outcome of your dispute or payment recall?

Unfortunately not all payment disputes and payment recalls will be successful.  Although CUA make every attempt to retrieve your funds, due to circumstances outside of our control, we are not always able to achieve a successful outcome for you.

Should you not be satisfied with the outcome of your payment dispute or recall, you are entitled to have your investigation reviewed by CUA’s Member Advocacy   team. Your case can be submitted by writing to:

Member Advocacy team

Credit Union Australia

GPO Box 100

Brisbane  QLD 4001

If you are not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant  to your circumstances expires.