This is your Direct Debit Service Agreement with Australia for UNHCR, User ID 181839 and ABN 35 092 843 322. It explains what your obligations are when undertaking Direct Debit arrangement with us. It also details what our obligations are to you as your Direct Debit provider.
Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR authorisation.
ACCOUNT means the account held at YOUR FINANCIAL INSTITUTION from which we are authorised to arrange for funds to be debited.
AGREEMENT means this Direct Debit Request Service Agreement between YOU and US.
BUSINESS DAY means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.
DEBIT DAY means the day that payment by YOU to US is due.
DEBIT PAYMENT means a particular transaction where a debit is made.
DIRECT DEBIT REQUEST means the Direct Debit Request between US and YOU.
US or WE means AUSTRALIA FOR UNHCR, the Debit User. You have authorised by signing the direct debit request.
YOU means the customer who signed the direct debit request.
YOUR FINANCIAL INSTITUTION is the financial institution where YOU hold the account that you have authorised US to arrange to debit.
1. Debiting YOUR ACCOUNT
1.1. By signing a DIRECT DEBIT REQUEST, YOU have authorised US to arrange for funds to be debited from YOUR ACCOUNT. YOU should refer to the DIRECT DEBIT REQUEST and this AGREEMENT for the terms of the arrangement between US and YOU.
1.2. WE will only arrange for funds to be debited from YOUR ACCOUNT as authorised in the DIRECT DEBIT REQUEST.
1.3. If the DEBIT DAY falls on a day that is not a BUSINESS DAY, we may direct YOUR FINANCIAL INSTITUTION to debit YOUR ACCOUNT on the following BUSINESS DAY.
1.4. If YOU are unsure about which day YOUR ACCOUNT has or will be debited, YOU should ask YOUR FINANCIAL INSTITUTION.
1.5. Please note that while WE will debit YOUR ACCOUNT on the day nominated by YOU, please check with YOUR FINANCIAL INSTITUTION to confirm the day this takes effect.
2. Changes by US
2.1. WE may vary any details of this AGREEMENT or a DIRECT DEBIT REQUEST at any time by giving YOU at least fourteen (14) days’ written notice.
3. Changes by YOU
3.1. Subject to 3.2 and 3.3, YOU may change, stop or defer a debit payment, or terminate this agreement under a DIRECT DEBIT REQUEST by providing US with at least fourteen (14 days) notification in writing to Australia for UNHCR at email@example.com, or PO Box 428, Queen Victoria Building NSW 1229 or by telephone on 1300 361 288 during business hours or arranging it through your own financial institution, which is required to act promptly on your instructions.
3.2. If YOU wish to change, stop, defer a debit payment or reduce the amount of the payment, YOU must notify US in writing so that we receive the request at minimum of 3 days before the next DEBIT DAY. If mailing YOUR request, it is understood that WE will receive the request within 3 business days of the mailing date.
3.3. YOU may also cancel YOUR authority for US to debit YOUR account at any time. YOU must notify US in writing so that we receive the request a minimum 3 days before the next DEBIT DAY. If mailing YOUR request, it is understood that WE will receive YOUR request within 3 BUSINESS DAYS of the mailing date.
3.4. In relation to 3.2 and 3.3, WE will send YOU a confirmation letter advising that WE have received and processed YOUR request. Should YOU not receive this confirmation letter within 14 days, please contact US again to ensure we have received YOUR request.
4. YOUR obligations
4.1. It is YOUR responsibility to ensure that there are sufficient clear funds available in YOUR account to allow aDEBIT PAYMENT to be made in accordance with the DIRECT DEBIT REQUEST.
4.2. If there are insufficient cleared funds in YOUR ACCOUNT to meet a DEBIT PAYMENT.
a)YOU may be charged a fee and/or interest by YOUR financial institution;
b)YOU may also incur fees or charges imposed or incurred by US; and
c)YOU must arrange for the DEBIT PAYMENT to be made by another method or arrange for sufficient cleared funds to be in YOUR account by an agreed time so that WE can process the debit payment.
4.3.YOU should check YOUR account statement to verify that the amounts debited from YOUR account are correct. If Australia for UNHCR is liable to pay goods and services tax (“GST”) on supply made in connection with this agreement, then YOU agree to pay Australia for UNHCR on demand an amount equal to the consideration payable for the supply multiplied by the prevailing GST rate.
5.1. If YOU believe that there has been an error in debiting YOUR account, YOU should notify US directly on 1300 361 288 and confirm that notice in writing with US as soon as possible so that WE can resolve your query more quickly.
5.2. If WE conclude as a result of OUR investigations that YOUR account has been incorrectly debited, WE will make arrangements to reimburse YOU. WE will also notify YOU in writing of the amount by which WE have reimbursed YOU.
5.3. If WE conclude as a result of our investigations that YOUR account has not been incorrectly debited, WE will respond to YOUR query by providing YOU with reasons and any evidence for this finding.
5.4. Any queries YOU may have about an error made in debiting YOUR account should be directed to US in the first instance so that WE can attempt to resolve the matter between US and YOU. If WE cannot resolve the matter, YOU can still refer it to YOUR financial institution which will obtain details from YOU of the disputed transaction and may lodge a claim on YOUR behalf.
YOU should check:
a) with YOUR financial institution whether direct debiting is available from YOUR account as direct debiting is not available on all accounts offered by financial institutions.
b)YOUR account details which YOU have provided to US are correct by checking them against a recent account statement; and
c) with YOUR financial institution before completing the direct debit request if YOU have any queries about how to complete the direct debit request.
7.1. WE will keep any information (including YOUR account details) in YOUR direct debit request confidential. WE will make reasonable efforts to keep any such information that WE have about YOU secure and to ensure that any of OUR employees or agents who have access to information about YOU do not make any unauthorised use, modification, reproduction or disclosure of that information.
7.2. WE will only disclose information that we have about YOU:
a) to the extent specifically required by law; or
b) for the purposes of this agreement (including disclosing information in connection with any query or claim).
8.1. If YOU wish to notify US in writing about anything relating to this agreement, YOU should write to Australia for UNHCR, PO Box Q428, Sydney NSW 1230.
8.2. WE will notify YOU by sending a notice in the ordinary post to the address YOU have given US in the DIRECT DEBIT REQUEST.
8.3. Any notice will be deemed to have been received two BUSINESS DAYS after it is posted.
You can help
Collection of Personal Information
Australia for UNHCR follows the Australian Privacy Principles in handling personal information; we collect personal information about individuals including supporters, employees, contractors, volunteers, special representatives/delegates and job applicants. This information is collected directly from you, in person, by phone or email, on hard copy donation forms or via our website. We may also collect your personal information from publically available sources or third parties.
Use of Personal Data
The information we collect and hold generally includes contact details (name, address, email), personal details including date of birth, and credit card or bank accounts details.
We use the personal information you provide us with for the purpose for which it was provided to us, other related purposes or as permitted or required by law. Generally we collect and use your personal information for:
We also use your information in our marketing and fundraising activities, keeping you informed of our latest news, campaigns and appeals or about campaigns and appeals which may be of interest to you, and offer you the opportunity to subscribe to them. We may also offer you the opportunity to participate in surveys carried out by Australia for UNHCR or its agents.
We use your personal details to assist in the cost-effective development of our marketing and fundraising activities by sending you information by post, email or telephone. As we have a large number of supporters, at times we use external providers to assist with our telemarketing and mailing. We will take reasonable steps to ensure that our contracts with third parties include requirements for third parties to comply with the Use and Disclosure requirements of the Privacy Act.
We will endeavour to provide you with an opportunity to opt out of receiving such communications. By signing our pledge documents, you consent to having your personal information stored. If you do not opt out by ticking the box, we will send you our direct marketing materials. We make every effort to ensure that our opt-out notices are clear and easy to follow.
If you do not wish to receive future communications from Australia for UNHCR or have any questions about privacy please contact our Donor Services Team; contact details are included at the bottom of this policy.
Disclosure and Sharing of Personal Data
We occasionally invite other like-minded and trusted organisations in Australia to contact you with information that may be of interest. This allows Australia for UNHCR to increase its base of supporters and reach more people with our vital message.
Any personal contact information you provide to us may be disclosed, if appropriate, to third parties who provide services on our behalf. We may also disclose your personal information to our volunteers who assist with many of our tasks.
Strict confidentiality agreements are in place with our service providers and external agencies, and with staff and volunteers who handle your personal information. We will only disclose your personal information for the purposes for which it was initially collected, other directly related purposes or purposes to which you otherwise consent.
Other than as stated above, we will we not share your personal information. However, it is possible, though unlikely, that we might be forced to disclose personal information in response to legal processes or when we believe in good faith that the law requires it, for example, in response to a court order, subpoena or a law enforcement agency's request.
If you do not wish Australia for UNHCR to share your personal information with like-minded and trusted organisations in Australia, you may opt out by ticking the appropriate box on the donation or pledge form or contact our Donor Services team, with contact details at the bottom of this policy. If you have any questions about privacy please contact our Donor Services Team (see contact details at the bottom of this policy).
Access and Correction of Personal Data
Australia for UNHCR will correct its records containing Personal Information as soon as practically possible at the request of the individual concerned in accordance with the Privacy Act. We take reasonable steps to ensure that the personal information that we collect and hold is accurate, complete and up-to-date. However, we rely on you to advise us of any changes to your personal information to help us maintain accurate, complete and up-to-date information.
We will, on request, provide you with access to the personal information we hold about you unless otherwise required or permitted by law. We will notify you of the basis for any denial of access to your personal information.
Individuals wishing to lodge a request to access and/or correct their Personal Information should do so by contacting our Donor Services Team; contact details are included at the bottom of this document.
Quality of Personal Information
Australia for UNHCR will review, on a regular and ongoing basis, its collection and storage practices to ascertain how improvements to accuracy can be achieved. We may utilise the services of third parties in order to maintain accurate personal information. Where such disclosure is made, we take reasonable steps to require these organisations comply with the National Privacy Principles.
Storage and Security of Information
We strive to protect your personal information, that it is protected from misuse, loss, interference and unauthorised access, modification or disclosure. For example, whenever we ask for your financial details online, we use security-encrypted response forms.
No data transmission over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, Australia for UNHCR cannot ensure or warrant the security of any information you transmit to us over the internet, and you do so at your own risk. Once we receive your transmission, we make our best effort to try and ensure its security both on our systems and while in transit between our systems and the companies who provide us with various services. If you do not wish to make your financial contribution online, please contact us to receive a hard copy form; contact details are included at the bottom of this policy.
Making a Privacy Complaint
We will refer your complaint to our Privacy Officer who will investigate the issue and determine the steps that we will undertake to resolve your complaint. We will contact you if we require any additional information from you and will notify you in writing of the outcome of the investigation. If you are not satisfied with our determination, you can contact us to discuss your concerns. If your complaint is about the way we handle your personal information, you may also contact the Office of the Australian Information Commissioner by calling 1300 363 992, online at www.oaic.gov.au or writing to the Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001.
Online Activity and Privacy
Third party cookies
Australia for UNHCR sometimes embeds photos and video content from websites such as YouTube. Pages with this embedded content may present cookies from these websites. Similarly, when you use one of the share buttons on our website, a cookie may be set by the service you have chosen to share content through. We do not control the dissemination of these cookies; you should check the relevant third party website for more information about these.
In addition, if you linked to our websites from a third party website, we cannot be responsible for the privacy policies and practices of the owners or operators of that site. We recommend you check the policy of the third party site and contact its owner or operator if you have any concerns or questions.
Web browser cookies
If you wish to restrict or block web browser cookies which are set on your device you can do this through your browser settings; the Help function within your browser should tell you how. Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to do this on a wide variety of desktop browsers.
Our website and mobile site may contain links to online forums. Think carefully before you post or publish any Personal Information in these forums as it will be publicly available.
Secure Online transactions
If you make a donation via our website, we process your credit/debit card details securely using an accredited internet payment security system. With the combination of SSL encryption on our website and a secure browser at your end, we take all reasonable measures to ensure that your credit/debit card and personal information are protected when you donate online. We also recommend that you take appropriate security precautions when accessing the internet via public Wi-Fi networks or shared computers.
If you have any questions about your privacy, wish to access or change your details, how to lodge a complaint regarding the handling of your information and how that complaint will be handled by Australia for UNHCR, please contact our
Donor Services Team: