NPP PayTo & Fast Payments - frequently asked questions

PayTo is a new, digital way for merchants and businesses to initiate real-time payments from your account. It’s an alternative to direct debits that allows you to have more control over payments from your account. A PayTo agreement is an agreement between you and the payment initiator of the agreement that pre-authorises real-time payments from your account. Your PayTo agreement includes important information like the amount you authorise to come out of your account, the frequency of the payment and the date of the payment. You can even specify a maximum amount to allow for fluctuations in payment amounts or a set amount.

If you agree to set up a PayTo agreement with a payment initiator, for example, Foxtel (the party who has been authorised to debit your account), they will create the PayTo agreement through their financial institution and we will be notified. You’ll receive a notification from us via SMS or email requesting approval of the PayTo agreement. You’ll need to action this request within the timeframe stipulated by the payment initiator and your notification will tell you how to action the PayTo agreement.

It’s best to action the PayTo agreement request within the timeframe stipulated. If you don’t respond to the notification within that timeframe, the PayTo agreement may be withdrawn by the payment initiator, or it may expire. This could result in the cancellation of the services you’ve signed up for.

No. You’ll only need to authorise payments for the first payment and then for any variations to the payment that is outside the parameters of the PayTo agreement. For example, if you’ve agreed to pay $50 per week and a payment initiator requests $60 per week.

Yes, you can. Before authorising or declining a PayTo agreement, you should check that all the details are correct including the payment amount and frequency. If the details are incorrect, you can decline the PayTo agreement by following the instructions on the notification.

Yes. A PayTo agreement can be valid for up to 12 months (this will be agreed to with the payment initiator). Before the expiry date, it is expected that the payment initiator will contact you to re-authorise any amendments.

Payment initiators can only take the payment amount that’s within the parameters of the PayTo agreement.

For example, if a PayTo agreement has a maximum payment amount of $50 and the payment initiator attempts a payment of $55, you’ll receive a re-authorisation request because the amount is greater than the pre-authorised amount in the agreement. If you don’t re-authorise the request after 14 days, the existing conditions will remain. For example, if your existing agreement is for $50, that’s the payment amount that will remain in place.

If the payment initiator was taking a payment of $45, you won’t receive notification to authorise that payment because it is less than the maximum amount in your PayTo agreement.

PayTo is a modern alternative to direct debits, allowing members more visibility and control over their payment arrangements through an enhanced, digital experience. PayTo is not a replacement for direct debit and will operate in conjunction with existing direct debit processes and BPAY. Your direct debits will continue as normal unless your payment initiator contacts you to set up a PayTo agreement.

PayTo agreements can be created using a PayID linked to your account or by using a BSB and account number. PayID can’t be used on ‘multiple to sign accounts’ where more than one person is required to authorise transactions, but you can use BSB and Account numbers on these accounts.

All savings or transaction accounts that can be accessed using Internet Banking or Mobile Banking App are eligible for PayTo payments.

• Loan products and term deposits.
• Accounts that are not active e.g. closed or restricted accounts

It is your responsibility to ensure you have sufficient available funds in your account to process the PayTo payment. If there are not enough funds, we are not required to make the PayTo payment. If a PayTo payment isn’t made, you and the payment initiator are notified so appropriate action can be taken, which might include retrying the payment later.

The payment initiator will contact you to arrange an alternative solution and no record of the failed payment will be on your transaction history.

The payment is made in real-time, so will occur within a few minutes of the authorisation.

If a PayID is used, the owner of the PayID will receive notification to authorise the payment.
If a BSB and account number is used, all eligible account operators can authorise payments.

Yes, as long as the account is eligible (e.g. an active account). A PayID can only be linked to one account but can be used for both fast payment credits and PayTo payments.

You can cancel a PayTo agreement at any time through Internet Banking or the Mobile Banking App. It is important to understand the consequences of cancelling a PayTo agreement and if necessary, contact the relevant merchant or payment initiator. The merchant or payment initiator associated with the PayTo agreement will be notified that the PayTo agreement is cancelled. When you cancel a PayTo agreement, you won’t be able to re-activate it and it will stop related PayTo payments being made from your account. You should check your contractual obligations with the payment initiator and verify whether you’re still required to pay them.

The account holder will be sent a 1-way SMS at intervals letting them know the status of the transfer. The SMS will be sent from +61 489 988 024 or +61 437 126 492. If you have been contacted or are concerned about your privacy, please call us directly on 13 11 82 or visit a branch.

To manage your PayTo agreements in Internet Banking, navigate to the Transfer/Pay tab from the top of the screen and then click ‘PayTo agreements’ from the slide-out menu. You can then view and select the PayTo agreements you wish to manage.

To manage your PayTo agreements in our Mobile Banking App, navigate to the ‘Pay’ tab from the left-hand side menu and then click ‘PayTo agreements’.

People’s Choice uses industry-standard encryption to help you stay safe while you’re online banking with us, such as ensuring that a two-factor authentication has been completed before you approve a PayTo agreement.

Please contact us on 13 11 82 to discuss your options.

Please contact us on 13 11 82 for additional support.

To investigate a payment received in your account in error, visit a branch or call us on 13 11 82. We'll then lodge a request with the sending financial institution.

You can request a payment sent in error to be returned to yourself. Contact our team directly in a branch or by calling us on 13 11 82. We'll then lodge a request with the receiving financial institution.

We're only able to send Fast Payments between participating financial institutions. Please check with your Financial Institution to see if your account is eligible for Fast Payments.

A full list of participating institutions can be found here.

When making a Fast Payment the Osko logo will be displayed on the Payment Confirmation screen in Internet Banking and your Mobile Banking App. You will also be shown a message on the same screen advising when your payment is expected to be received.

You can also check the list of participating financial institutions to see if the receiving financial institution is listed.

To request a payment return you'll need to contact a People’s Choice branch or call us on 13 11 82. We'll then lodge a request with the receiving financial institution.

One of the benefits of Fast Payments is that it allows for a more detailed description of your transaction. When sending Fast Payments you will be able to type descriptions of up to 280 characters; if your payment cannot be processed as a Fast Payment you will only be able to have an 18 character description.

You will not be charged for sending or receiving Fast Payments.

More than 50 financial institutions are planning to go live from launch.

A list of participating institutions can be found here.

People’s Choice Fast Payments are payments sent via the NPP and includes Osko Payments.

The name of a person registered to a PayID is displayed to the payer to avoid mistaken payments and cases of fraud. The information cannot be used to withdraw money or create a false identity, and is only provided in accordance with the person’s consent and according to the terms and conditions of the PayID service.

People’s Choice and other financial institutions also use additional measures to prevent against fraud. Members can use an email address as their PayID instead of a mobile number and still enjoy the benefits of fast, secure and convenient payments with Fast Payments.

To receive a payment your Account Number must be entered exactly as it appears in Internet Banking or your Mobile Banking App. Please ask the sender to not place any zero(s) at the start of the Account Number.

No, you can only receive Fast Payments sent to your Account Number(s). If you think someone may still be sending payments using your Member Number ask them to update your details using the nominated Account Number.

Not all account types are eligible to have PayIDs linked to them – please refer to the Summary of Accounts & Access Facilities Table to find out if your account type is eligible.

A PayID can be closed within Internet Banking or your Mobile Banking App. Simply select ‘Manage PayID’, click the applicable PayID and then ‘PayID Settings’. From there select the ‘Close PayID’ button and follow the prompts.

Initially, you will only be able to create a PayID using an Australian mobile number or email address with People’s Choice; however you are able to link your PayID to your business accounts.

If you are unsure about the name shown contact the payee directly to confirm their PayID name.

When creating your PayID you will be provided a list of name options that reasonably represent and identify you as the account holder. You must select an option from this list.

For example an Account Name of Jonathon Smith with a preferred name of John may be provided the following options:

John Smith
Jonathon Smith
J Smith

A PayID which is locked will not be able to receive payments however you can unlock your PayID at any time. A closed PayID will no longer be able to receive payments into the linked account and will be available to be registered by others who may have access to it i.e. a family email address.

Manage your PayID:

Download the latest version of the People’s Choice App, go to Menu > Manage PayID

Or login to People’s Choice Internet Banking and go to Accounts > Manage PayID

Your PayID can be updated within Internet Banking or your Mobile Banking App.
Simply select ‘Manage PayID’, select the relevant PayID and then open ‘PayID Settings’.
From here you can update your PayID name, change the account which it is linked to, lock, close or transfer your PayID.

You can only link your PayID to one account at one financial institution at a time. If you have created this PayID at another financial institution, you can change your existing PayID to a transferrable status with that financial institution and then try and register it with People’s Choice again.

No, you do not need a PayID to make or receive Fast Payments – this is an option only.

PayID is a way to make sending and receiving payments simpler. It allows you to link financial accounts to more common information such as your mobile number or email address.

Your accounts will still have a BSB and Account Number, but you will be able to provide your PayID to receive payments without sharing your BSB and Account Number. You can also send money to others using their PayID.

A PayID can only be linked to one account across all financial institutions.

Yes, one account can have multiple (unique) PayIDs created to it (e.g. joint accounts).

You can only link your PayID to one account across all financial institutions. If you think you might have created this PayID at another financial institution, you can change your existing PayID to a transferrable status with that financial institution and then register it with People’s Choice.

If you think someone has incorrectly registered your PayID, you can lodge a dispute by completing the ‘Dispute PayID’ process in Internet Banking or our Mobile Banking App. Follow the registration steps to create your PayID, complete the verification process and lodge your Dispute.

We will lodge an enquiry with the Financial Institution that currently has the PayID registered and we will be in touch with you once we have a response.

A PayID can be created within Internet Banking or your Mobile Banking App. Simply select ‘Manage PayID’, click ‘Create New PayID’, fill in the required fields and complete the steps.

No, you are not able to schedule or create recurring payments using PayID. If you would like to schedule a payment or create a recurring payment, please pay to a BSB and Account Number. Scheduled payments will not be sent as a Fast Payment, so make sure you consider this when setting your transfer dates.

When making a payment via Osko, the Osko logo will be displayed on the Payment Confirmation screen within Internet Banking and the Mobile Banking App. You'll also be shown a message on this screen saying: ‘This payment will be made using Osko and should arrive within minutes’.

Osko is a service built on the New Payments Platform which will enable Fast Payments to a PayID or a BSB and Account Number.