Help with common direct debit questions
There’s a problem with my payment—what do I do?
If you believe that there has been a problem with your payment, call the Department of Transport and Main Roads on 13 23 80 to let us know and we will investigate.
If our investigation finds that your account has been incorrectly debited, we will arrange for your account to be reimbursed with the incorrectly debited amount. If our investigation finds that your account hasn’t been incorrectly debited, we will provide you with reasons and any evidence for this finding.
You may need to contact your financial institution for the failure payment. The common payment failures are:
- expired payment card (for example, credit card)
- insufficient funds
- you have closed your account.
My direct debit payment was unsuccessful—what do I do?
If your direct debit payment failed you will need to pay your registration renewal using another payment method, these options are also on your registration renewal notice. If you pay your registration after the expiry date, a late payment fee will need to be paid but your registration remains current. If your registration has expired, it is illegal to drive your vehicle on the road until the fees are paid, as the vehicle is unregistered and possibly uninsured.
Failed payment on one registration—will my other registrations be affected?
No, failed registration renewal payments for one vehicle will not affect any other registrations. Where no payment is made within 25 days after the registration has expired, that registration is removed from direct debit and automatically changed back to a 12 month period. All other registrations will remain in direct debit.
How can I confirm my vehicle is enrolled in direct debit?
Enrolling in direct debit is a 2-step process. After you have setup your direct debit details, you will be directed to select which registrations you'd like to renew to direct debit.
- Your registration must be current to enrol in direct debit.
- If your registration is due within the next 18 days, you will need to make an immediate payment online by credit card for your chosen registration period (For example, 1 month).
Once you have successfully added a registration to direct debit, you will receive a confirmation email. You can also see which registrations are enrolled in direct debit by logging into your My account portal.
Why can’t I pay for other products and services by direct debit?
We are currently investigating payment options for other products and services and may be able to offer direct debit in the future.
What do I do if I sell my vehicle, caravan, motorcycle, trailer or boat?
You should remove your registration from the direct debit service once you have completed the sale.
The Department of Transport and Main Roads will undertake checks before processing your renewal to make sure you have not transferred your vehicle to another person.
How is my direct debit affected if my vehicle needs an inspection?
If your vehicle needs an inspection, a current COI (certificate of inspection or an extension of time) must be provided to us before a registration renewal payment can be made. If you are renewing by direct debit, you will need to ensure a current COI is provided to us at least 15 days prior to the registration expiry date in order for this payment to be processed.
Please note, having an inspection booked in before your registration expiry date is not enough, the COI must be passed and provided to us before the registration can be paid.
Find our more information about getting a vehicle inspection, including how to check if your COI is current.
What direct debit notifications will be sent for vehicles that require a certificate of inspection?
We will send you an email:
- 17 days before your registration expires reminding you to provide a current COI
- If you are unable to provide us with a current COI at least 15 days prior to your registration expiry date, advising that a direct debit payment request was not attempted.
Can I add a vehicle with an expired certificate of inspection to direct debit?
You can add a vehicle with an expired (or outstanding) COI requirement to direct debit, however, the registration renewal payment can't be taken (via any payment method) until a valid COI is processed and recorded with the Department of Transport and Main Roads.
Find our more information about getting a certificate of inspection.
Other questions
You can find information on login questions or error messages on the Online services help page.