Electronic Fund Transfer Rights and Error Resolution Policy

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Electronic Fund Transfer Rights and Error Resolution

Last Update: 11 September, 2018


This policy reflects the ePayments Code which we subscribe to. The ePayments Code regulates electronic payment facilities in Australia and provides key consumer protections in cases of fraud and unauthorised transactions. The Australian Securities and Investments Commission is responsible for the administration of the ePayments Code and publishes it on their website at asic.gov.au.


  1. Liability for unauthorised transactions

    The ePayments Code determines your liability for losses arising from an unauthorised transaction.

    You can review your transaction history at any time by logging in to your account and clicking Activity. It is important that you regularly access and review your transaction history and immediately contact us if you believe your account has been compromised.
  2. When you are not liable for loss

    You are not responsible for any loss resulting from an unauthorised transaction if:
    • The loss was due to fraud or negligence by any of our employees or agents, or employees or agents (including merchants) involved in the Electronic Fund Transfer network;
    • A security key or password was forged, faulty, expired or cancelled; 
    • A transaction requiring the use of a security key and/or password occurred before the user received it (including a reissued security key and/or password);
    • A transaction was incorrectly debited more than once; or
    • An unauthorised transaction was performed after we were informed that a security key had been misused, lost or stolen or that the security of a password had been breached.
  3. When you are liable for loss

    You are responsible for losses arising from an unauthorised transaction where we can prove on the balance of probability that you contributed to a loss through fraud or by breaching the password security requirements (see Safety and Security Guidelines). You will be liable in full for the actual losses that occur before the loss, theft or misuse of a security key or breach of password security is reported to us.

    Where we can prove on the balance of probability that you contributed to losses resulting from an unauthorised transaction by unreasonably delaying reporting the misuse, loss or theft of a security key or breach of password security, you are liable for the actual losses that occur between:
    • When you became aware of the security compromise or should reasonably have become aware of it.
    • When the security compromise was reported to us.
  4. Limits on your liability for losses

    Even when you are liable for losses, you will not be liable for the portion of losses incurred in any period that exceeds the applicable period’s sending and/or withdrawal limits.

    Where a security key or password was required to perform an unauthorised transaction and clause 3 does not apply, you are liable for the least of:
    • $150, or a lower figure determined by us;
    • The accessed balance of your account; or
    • The actual loss at the time that the misuse, loss or theft of a device or breach of security key or password is reported to us, excluding that portion of the losses incurred on any one day which exceeds any relevant daily transaction or other periodic transaction limit.
  5. Notifying PayPal of errors and unauthorised transactions

    If you believe there has been an error or unauthorised transaction, notify us as soon as possible by:
    Phone: 1800 073 263 (within Australia) or +61 2 8223 9500
    Support Hours are available on our Contact Us page
    Email: Through the PayPal Help Centre

    PayPal Australia
    Attn: Error Resolution Department
    GPO Box 351
    Sydney NSW 2001

    If you initially provide information to us by phone, we may also need you to send your complaint or question in writing within 10 business days. In this circumstance, please complete and mail the declaration as directed by the PayPal customer service representative.

    It may take up to 45 days to investigate your complaint or question. Once we have completed our investigation we’ll advise you of the results within 3 business days. If we determine that there was no error we will send you a written explanation and may debit any provisional credit and fees related to the alleged error. You can request copies of the documents we used in our investigation. However, in some circumstances, we may not be able to provide these to you for legal reasons, including where that information or documentation contains private information we are not entitled to disclose.

  6. Confidentiality

    We will disclose information to third parties about your PayPal account or the transactions you complete with it only in accordance with our Privacy Policy.
  7. Stopping payments and cancelling subscriptions

    You can cancel or stop any pre-approved payment, such as a subscription fee, at any time up to three business days prior to the day the payment is scheduled. You can cancel a pre-approved payment from the settings page of your PayPal account.
  8. Retrieval requests

    Upon written request, copies of documentary evidence of transactions on your PayPal account are available for income tax and other purposes for $15 AUD per item. You can also print your transaction history, or the details of a specific transaction, for free.

    We will not charge you for documentation obtained in connection with a good faith assertion of error.