Changes to BPAY payments December 2011 - TIO

Important Changes to BPAY Payments
BPAY has recently introduced some changes to the system that may affect you.
Variable Customer Reference Number (CRN)
The Customer Reference Number (CRN) is used to identify the account or invoice number on your
statement. Most billers allow you to retain the name CRN from bill to bill however there are now
an increasing number that change the CRN for each bill they send. These are referred to as a
variable CRN.
If your bill has a variable CRN, you now cannot setup an automatic regular payment to this biller
using this CRN.
Payment Acceptance
Some billers will now no longer accept payments from credit cards and credit card accounts. This
is to prevent credit cards being paid off with other credit cards and other similar transactions.
Frequently Asked Questions
Where can I find the biller code and CRN?
Using the current bill you are paying, look for the BPAY symbol. The biller code is unique to
the company and type of product you are paying for. The CRN or Reference number is unique to
you as a customer and the bill or invoice number you are paying.
I have received an error message indicating that the “Biller uses variable Reference
Numbers, only once-off payments allowed”. What do I do?
Some billers have changed the way they are billing and are using variable or a different CRN
(Customer Reference Number) for each bill they send you. The CRN you are using will only be
applicable for the current bill which is why Online Banking will not allow you to set up a Periodical
Payment.
How can I set up a Periodical Payment for this biller if the biller is using variable
Customer Reference Numbers?
You should contact the biller directly if you wish to arrange for a regular payment option. You
may have the option to setup a direct debit or other arrangement.
Am I able to set up a future payment for this bill?
You may use Online Banking to set up a future one-off payment for a bill using BPAY. However
you will not be allowed to setup a re-occurring payment for this bill.
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What happens to my ‘Personal Payees’ saved in Online Banking?
For billers with a variable CRN:
You will need to be aware that the CRNs saved under your ‘Personal Payees’ via Online Banking
may change each time you pay your bill. This will depend on the biller and if they chosen to use a
variable CRN. The CRN already stored in ‘Personal Payees’ may no longer be valid. This is why
it’s very important that you use the customer reference number on the current bill that you are
trying to pay to ensure that the payment is loaded correctly. This will prevent rejections and
payment delays.
For billers not accepting payments from Credit Card accounts:
Be aware that there are some billers that do not accept payments from credit card accounts. A
message will appear indicating if a biller does not accept this kind of payment when you paying
via BPAY from your credit card account.
Why is my BPAY unable to be processed from my Essentials Credit Card (S11)?
Some billers will now no longer accept payments from credit cards and credit card accounts. This
is to prevent credit cards being paid off with other credit cards and other similar transactions. You
should check with the biller for other payment options.
I am trying to pay a bill via BPAY from my Essentials Credit Card account S11) and I
get a message of “Biller will not accept payment”. What do I do?
Some billers will now no longer accept payments from credit cards and credit card accounts. If
you are trying to pay a biller who does not accept payments from a credit card account, you will
need to make a payment from a savings account instead.
Who are the billers that are not accepting payments from credit card accounts?
A list with billers who are not accepting payments from credit card accounts is available from TIO
on request.
Who are the billers that are using variable CRNs?
TIO has a list of billers who are utilising the variable CRN, please contact TIO for more
information.
Are these changes only happening to TIO?
No, BPAY have made it compulsory for all institutions to ensure there are measures in place for
customers to use the correct CRN for billers using the variable CRN option and to prevent
payments from some credit card accounts.
These changes have to be made by 1 January 2012 and TIO has chosen to implement this early.
BPAY® is registered to BPAY Pty Ltd ABN 69 079 137 518.
TIO is Government guaranteed and not regulated
by APRA. TIO ABN 72 532 995 678.
TIO ABN 72 532 995 678
CFO 0409
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