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Frequently Asked Questions


When are rates due?

The 2020 - 2021 rate period commences on 1 July 2020. You have the choice to either pay your rates by lump sum or by quarterly instalment. If you elect to pay a lump sum, the full amount is due by30 September 2020.  If you chose to pay your rates in four instalments, the payments are due on or before:

  • First instalment - 30 September 2020
  • Second instalment - 30 November 2020
  • Third instalment - 28 February 2021
  • Fourth instalment - 31 May 2021

I haven't received my rates instalment notice?

The first instalment will be sent in Mid-July . It can take up to 10 days for the rates notices to be received especially during a school and public holiday periods. If you haven’t received your rates notice by the end of July, please contact Council’s Customer Service Team on 9952 8222 for further assistance. 

The pension rebate is not showing up on my instalment notice? 

The pension rebate (if applied) only appears on your first instalment notice and although will not show on your following notices it will be automatically deducted from the total amount. Therefore it will not show on your second, third or fourth instalment notice. 

The pension rebate is not showing up on my initial rate notice? 

This means that the pension rebate is not currently being applied to your rates. Please check that your pension card is current and that you are still entitled to receive the pension. If you are entitled to the pension please contact Council’s Customer Service Team on 9952 8222 for further assistance. 

What is a pension rebate and am I eligible to receive one? 

 Eligible pensioners are entitled to a rebate of up to 50% of their combined rates and domestic waste charges, up to a maximum of $250. All eligible pensioners are also entitled to a voluntary Council rebate of $150.00. For more information on the pension rebate and eligibility please click here.

Why are there interest charges on my rates? 

Interest is charged on a daily basis against any rates and charges that remain outstanding after the due date of each instalment. 

What is the calculation of interest on my rates? 

Interest is charged on a daily basis at the current rate of 0.0% p.a. for 2020/21. This rate has been set by Council in response to the Covid-19 pandemic.

The interest charges on my rates in under $5.00 can it be waived? 

Once the interest is charged it will usually not be waived. However, if Council has contributed to the late payment of the rates by Council’s actions or inactions interest may be waived? A request for a waiver should be made in writing (email is OK). 

I am paying my rates online/over the phone and it won't recognise or accept my Customer Reference Number?

Please ensure you enter all seven (7) digits of your Customer Reference No. including all the zeros (0). If your customer reference number is displayed as less than seven (7) digits, please add zeros to the start of the number until there are seven digits. 

How do I pay my rates? 

You can pay your rates in a number of ways. Return to the Rates homepage to view a list of payment options.

What is the credit card surcharge?

The merchant fee differs for each payment method. The maximum charge for our merchant fees is just under 1% of the total amount. 

How do I change my address for the rates instalment notice? 

You can change your address online by clicking here

How do I get my rates instalment notices emailed to me?

To register to receive your rates via email please click here.

Can I organise direct debit for my rates?

Direct debit is not available for payment of rates notices, however BPAY and BPAY View® is available. You may be able to set up scheduled payments in BPAY. All you have to do is Contact your participating Bank, Credit Union or Building Society to set up a payment schedule and to make this payment directly from your savings, cheque or credit account. You will need to quote the Biller Code (5330) and the 7 digit Customer Reference Number shown on the front of your rate notice. Please note this can only be set up for rates payments only. 

For more information on how BPAY View® works click here.

Can I get an instalment notice mailed to my agent and emailed to me?

No, only one instalment is issued per property address regardless of how it is nominated to be received. 


Last updated on 13 July 2020