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Direct debit request service agreement

Here you'll find the need-to-knows about our direct debit service agreements for banking and superannuation - simply click the links below for all the detail, and if you have any questions or wish to cancel or make changes, call us on 133 464.

Banking - Direct Debit Request Service Agreement

If you have any queries concerning this agreement or any drawings made under it, please contact ING on 133 464. If you wish to stop or cancel your drawing arrangements, please direct your query to us initially in accordance with Section 2 of this Direct Debit Service Agreement. ING, a business name of ING Bank (Australia) Limited (User ID 123079) is the debit user for the purpose of this Direct Debit Agreement.

The Direct Debit Request is referred to as the "DDR Schedule" in the Direct Debit Request Service Agreement.

1. Drawing arrangements - ING's commitment to you

The details of your drawing arrangement are shown in your DDR Schedule. These arrangements may include the right to draw funds from the external bank account specified in that DDR Schedule for deposit into your ING account. We will give you written notice of any changes to your drawing arrangements at least 14 days before those changes occur.

If a drawing date falls on a day which is not a business day, the drawing will be made on the next business day. We reserve the right to cancel your drawing arrangements if two or more drawings are returned unpaid by the financial institution with which your external bank account is held and to arrange an alternative payment method with you.

We will keep your direct debit records and account details confidential, except where the disclosure of certain information to your financial institution is necessary to enable us to act in accordance with your drawing arrangements.

2. Your rights

You can cancel, alter or suspend your drawing arrangements at any time by logging onto your account(s) or phoning us at least two business days before the cancellation, alteration or suspension is to take effect. You can also stop or defer an individual drawing by calling us at least two business days before the date that drawing is to be made. If you consider that a drawing has been initiated incorrectly, you should call and seek advice from one of our Direct Associates for immediate attention. All contact should be made by phoning 133 464.

If you have authorised your attorney to do so, your attorney can exercise your rights under this Section 2 on your behalf.

We will investigate your concerns and endeavour to respond to you within 21 days. If we conclude that a debit has been made in error, we will arrange for your financial institution to adjust your external bank account and advise you accordingly. If we conclude that a debit has not been made in error, you will be informed of this conclusion and the reasons for it.

3. Your responsibilities

It is your responsibility to:

ensure that your external bank account can accept direct debits (direct debiting may not be available on all accounts. Please check with your financial institution before completing the DDR if you are uncertain);

check the account details for your external bank account against a recent statement from the financial institution where it is held (please check with your financial institution if you are uncertain);

ensure that there are sufficient clear funds in your external bank account by the due date to enable drawings to be made in accordance with your drawing arrangements. If there are insufficient funds in your external bank account to enable a drawing to be made, any amount debited to your external bank account in anticipation of that drawing being made will be reversed. With ING there are no fees to pay except standard statutory Government charges;

ensure that the authority given to us to draw on your external bank account is consistent with the account authority or signing instructions held by your financial institution for that account;

advise us if your external bank account is transferred, closed or any other account details change;

arrange a suitable payment method if your drawing arrangements are cancelled;

ensure that your attorney does the above if you do not.

Super - direct debit request service agreement

If you have any queries concerning this agreement or any drawings made under it, please contact ING on 133 464. If you wish to stop or cancel your drawing arrangements, please direct your query to us initially in accordance with the 'Your rights' section below. Diversa Trustees Limited (User ID 444725) is the debit user and for the purposes of this Direct Debit Request Services Agreement the terms "we", "us" or "our" refer to ING Living Super.

1. Our commitment to you

The details of your drawing arrangement are shown in your periodic statements in relation to ING Living Super. You can view your statements online; simply log on to ing.com.au. These arrangements may include the right to draw funds from the bank account you specified for contributions into your ING Living Super account. We will give you written notice of any changes to your drawing arrangements at least 14 days before those changes occur.

If a drawing date falls on a day which is not a business day, the drawing will be made on the next business day. We reserve the right to cancel your drawing arrangements if two or more drawings are returned unpaid by the financial institution with which your external bank account is held and to arrange an alternative payment method with you.

We will keep your direct debit records and account details confidential, except where the disclosure of certain information to your financial institution is necessary to enable us to act in accordance with your drawing arrangements.

2. Your rights

You can cancel, alter or suspend your drawing arrangements at any time online by logging into your account with ING online banking or phoning us at least two business days before the cancellation, alteration or suspension is to take effect. You can also stop or defer an individual drawing by calling us at least two business days before the date that drawing is to be made. If you consider that a drawing has been initiated incorrectly, you should call immediately on 133 464. If after making enquiries we confirm that the drawing has been initiated incorrectly we will arrange for your account to be refunded and advise you accordingly. If we find that the drawing has not been initiated incorrectly we will advise you of the reasons for this finding.

If you have authorised your attorney to do so, your attorney can exercise your rights under this 'Your rights' section, on your behalf.

All transaction disputes should be raised directly with us. We will investigate your concerns and endeavour to respond to you within 21 days.

3. Your responsibilities

It is your responsibility to:

ensure that your external bank account can accept direct debits (direct debiting may not be available on all accounts. Please check with your financial institution before completing the DDR if you are uncertain);

check the account details for your external bank account against a recent statement from the financial institution where it is held (please check with your financial institution if you are uncertain);

ensure that there are sufficient clear funds in your external bank account by the due date to enable drawings to be made in accordance with your drawing arrangements. If there are insufficient funds in your external bank account to enable a drawing to be made, any amount debited to your external bank account in anticipation of that drawing being made will be reversed. There are no fees to pay except standard statutory Government charges;

ensure that the authority given to us to draw on your external bank account is consistent with the account authority or signing instructions held by your financial institution for that account;

advise us if your external bank account is transferred, closed or any other account details change;

arrange a suitable payment method if your drawing arrangements are cancelled;

ensure that your attorney, being a person authorised under a power of attorney to act on your behalf, does the above if you do not.