PayTo is a new alternative form of digital payment which allows you to manage payments from your account.

By using PayTo, you have visibility and control over your payments through our app and online banking.

You can use PayTo like direct debit, to process regular payments, or it can also be used for one-off real-time payments, the same way as you use your credit or debit card.

Unless your payee informs you that your existing direct debit will be replaced with a PayTo agreement, nothing will change.

We’ll be sure to let you know if this happens.

It’s only once you’ve provided a payee with your banking details that your payee can set up a PayTo agreement.

You’ll be sent the agreement via our app or online banking to review and authorise.

When referring to PayTo agreements, the payee is the person or business requesting or receiving funds from your account.

You, the customer, make the payment to the payee.

• Access

• Business Access

• Business Optimiser

• Cash Management

• Retirement Plus

• Ultimate Access

• Ultimate Offset

• Line of Credit

• Ultimate Line of Credit

• Business Line of Credit

Easy.

Within the app, your payment agreements can be found under Manage > PayTo.

If you’re using online banking, you can find your payment agreements under Manage > Payments > PayTo.

Access your active PayTo agreements via our app or online banking and check the set payment frequency.

This will help you determine the date of your next payment.

As PayTo agreements are set up by payees, we aren’t able to specify when they’re due.

If you decline a PayTo agreement from a payee, the agreement is cancelled.

This means the payee won’t be able to receive payments from the account.

In the event that you change your mind, you’ll need to ask your payee to send another PayTo agreement authorisation request.

Once a PayTo agreement is in place, you’re only able to change the linked account or PayID.

For any other changes to the agreement, you’ll need to contact your payee - they’ll send through an update request for you to review and authorise in our app or online banking.

If you decline an update to a PayTo agreement, nothing changes.

Your existing agreement remains in place, and your account will continue to be debited according to the frequency and amount previously set.

Acting according to your instructions, we’ll stop any payments being processed as part of the PayTo agreement.

It’s important to remember, however, that pausing an agreement isn’t the same as cancelling or pausing your contract or subscription.

As your payee will be unable to debit funds from your account, it’s possible that they may charge you fees for missing any payments while your PayTo agreement is paused.

Acting according to your instructions, we will cancel the PayTo agreement.

You should keep in mind, however, that cancelling the PayTo agreement isn’t the same as cancelling your contract with your payee, and they may charge you fees for any payments you miss.

It’s wise to always check with your payee before cancelling a PayTo agreement.

If you become aware of a payment agreement request or payment processed from your account that you are not expecting or that you didn’t authorise, appears suspicious or has been made in error, let us know as soon as possible.

If you have any complaints about goods or services purchased using a PayTo payment agreement you should resolve the complaint directly with the payee / merchant.

The PayTo authorisation limits are outlined on our Payment limits page.

Contact us if you wish to request a modification to your PayTo authorisation limit.

PayTo agreements can only be initiated by merchants or service providers who use PayTo.

With this being said, over time, merchants or service providers with whom you’ve got an existing direct debit set up may decide to switch to using PayTo.

If a merchant or service provider automatically switches your direct debit to a PayTo agreement:

• You should expect them to notify you of this change 14 days before the switch is made.

• We will also notify you when we receive payment instructions for the migrated direct debit.

• You’re not required to authorise the switch. However, if you don’t consent or have concerns, you should contact them.
• Your account can’t be debited as part of the new PayTo agreement for the first five days after the switch.

The notifications you’ll receive relating to PayTo will fall into three separate categories.

Action required

These notifications will be sent via SMS or email, when;

• a new agreement is created by merchant, or

• an existing agreement is amended by a merchant.

Agreement lifecycle

These notifications will be sent via email, when;

• a new agreement is created for a migrated direct debit,

• a new agreement is authorised or declined,

• a new agreement times out before being authorised or declined,

• a new agreement is recalled by the payee or payment initiator,

• an updated agreement is authorised or declined,

• an updated agreement times out before being authorised or declined,

• an updated agreement is recalled by the payee or payment initiator,

• an agreement expires or has reached end of term,

• an agreement is paused by you,

• an agreement is paused by the payee or payment initiator,

• an agreement is resumed by you,

• an agreement is resumed by the payee or payment initiator,

• an agreement is cancelled by you, or

• an agreement is cancelled by merchant.

Payment processing

These notifications will be sent via email, when;

• a PayTo payment is sent, initiated by the payment initiator, or

• a PayTo payment is declined due to insufficient funds or a generic decline.