Our statements are generated on the 28th of every month, and our post reminders are generated on the 20th of the month. If you have made a payment after these dates, they won't be reflected.

Some payments can take a few days to clear. For example:
Bpay: Up to 24 hours on business days. There can be an additional 24 hour delay after weekends or public holiday.
Pay by phone: Immediate.
Post Office payment: Up to 5 business days, though typically sooner than that.
Mail: Same business day as received in office.
Direct Deposit: Up to 24 hours on business days. There can be an additional 24 hour delay after weekends or public holiday.

If you continue to receive reminders after this date, it's likely that the payment used an incorrect reference. Our payment clearing house processes a high volume of payments each day, so if a payment uses an incorrect or incomplete reference, it is not always possible to match it to an account.

You should always use your account number (displayed on the first page of your statement) as your reference number.

Once we've identified that this is the issue, we can attempt to track down the payment for you. We will need the following information:

• Date of payment
• Amount paid
• Payment method
• Payment reference, receipt number or confirmation number.