Who is eligible to sign up for Direct Debit?

In general, most customers are eligible to sign up for Direct Debit. However, the following are currently not eligible:

  • Customers with consolidated levies or on payment plans should contact finance@netstrata.com.au for further information before proceeding.
  • Lots held by developers with large consolidated ownership — these are currently out of scope.
  • Building Management Committees (BMCs) — these are not included in the current Direct Debit rollout.

How do I register for Direct Debit?

To set up Direct Debit for your levy payments:

  1. Request Direct Debit through the Netstrata Owners App
    Log in to the Owners App and go to My Account → My Direct Debit. You can also access Direct Debit from your levy notice screen by tapping the “Learn More” link next to the Direct Debit Status field. If you own more than one lot, all eligible lots will be pre-selected — simply deselect any you do not want to register. Confirm your email and submit your request.
  2. Complete registration via Macquarie’s email
    After your request, Macquarie will email you a secure link to deft.com.au. Click the link and follow the instructions to enter your bank details and confirm your Customer Reference Number (CRN) from your levy notice.

Once you finish these steps, you’ll receive a confirmation email from Macquarie, and your Direct Debit will be active for future levy payments.

Note: If you own more than one property, you’ll need to register each lot separately — entering the CRN for each property via the DEFT website deft.com.au.

Where can I view my Direct Debit status?

You can check your Direct Debit status by logging into the Owners App. Go to My Account → My Direct Debit to see your registration status (Not Registered, Pending, or Registered) for each lot. Your Direct Debit status is also displayed on your levy notice screen.

For full details on your direct debit or to make changes, visit the DEFT website (deft.com.au) using your Customer Reference Number (CRN) from your levy notice.

What are the transaction limits for Direct Debit?

For security and compliance reasons, there are daily limits on Direct Debit payments:

  • $20,000 per lot per day
  • $50,000 per bank account per day

If your levy amount is higher than these limits, you’ll need to make a manual payment instead. Partial debits are not supported.

Will I be notified before a debit occurs?

Yes, you’ll receive a notification 7 days before your levy due date. Your account will be debited 4 days before the due date. Notifications are sent to your registered contact details via email, SMS and in-app where available, so you have time to make sure funds are available.

If you don’t see the message, check your spam folder or confirm your contact details in the Owners App. Keeping your details up to date ensures you never miss an important alert.

Will I receive confirmation after a debit, and what if it fails?

Yes, you’ll receive confirmation once your levy payment has been successfully processed. Notifications are sent by email, SMS, and in-app.

If your direct debit fails, the missed levies will not be automatically retried — you must pay them manually.

Overdue levy notices will continue to be issued until the outstanding amount is cleared. To avoid missed messages, check your spam folder and ensure your mobile number and email are up to date in the Owners App.

How long does it take for a Direct Debit to clear?

Direct Debit payments usually take around three business days to clear after the debit date. This is the standard timeframe for banks to process and settle payments under Australian banking regulations. Make sure you have enough funds in your account on the scheduled debit date to avoid delays or failed payments.

Can I stop, edit, or cancel my Direct Debit?

Yes, you can manage your Direct Debit as follows:

  • Cancel: This can only be done through the Owners App.
    Steps to cancel:

    1. Log in to the Owners App.
    2. Go to My Account → My Direct Debit. You’ll see a list of your lots and their Direct Debit status.
    3. Select the lots you wish to cancel and select “Cancel Direct Debit”. If you own multiple lots, you can cancel individual lots without affecting others.
  • Update or Edit: To change your bank details or other settings, you must use the DEFT website deft.com.au.

Please note: Pausing is not available — if you need to stop payments temporarily, you’ll need to cancel and re-register later.

Already set up Direct Debit directly through DEFT? If you previously registered a payer-initiated direct debit through the DEFT website, you will need to cancel that arrangement via the DEFT website before you can use the app-based (biller-initiated) direct debit for the same lot.

What happens if ownership of the lot changes?

When a change of ownership is processed, the system will automatically cancel any active Direct Debit Authority linked to the lot. This ensures the previous owner is not charged for levies after the property changes hands, and the DEFT Reference Number (DRN) remains available for the new owner to register a new Direct Debit.

To avoid being charged for levies after settlement, cancel your Direct Debit through the DEFT website (deft.com.au) as the ownership transfer is finalised. The new owner will need to set up their own Direct Debit if they wish to use this payment method.

How much will be direct debited from my account?

The debit covers only the levies due on a specific upcoming date — not your total outstanding balance or any other charges. When we notify you of an upcoming Direct Debit, we’ll include the amount we plan to debit. This amount is indicative and may change slightly before the payment is processed.

If the total exceeds $20,000 per Customer Reference Number, the debit will not proceed, and you will need to pay manually.

For your current balance, please refer to your levy statement or contact our office.

Why was my payment taken earlier than I expected?

Direct Debit payments are processed 4 calendar days before your levy due date, so your payment will be debited ahead of the due date shown on your levy notice — not on the due date itself. This allows enough time for the payment to clear through the banking system before it’s due.

For example, if your levy is due on the 15th of the month, the debit will be initiated on the 11th.

You’ll receive a pre-debit notification to your registered contact details via email, SMS and in-app where available, 3 calendar days before the debit is processed.

Tip: Check your levy notice for the due date, and keep an eye on your pre-debit notifications so you know exactly when to expect the debit.

If you believe your payment was taken incorrectly, please contact our office or email notices@netstrata.com.au.

What happens if my Direct Debit payment fails repeatedly?

If your Direct Debit payment fails multiple times, your lot will be placed on our internal Direct Debit restriction list. This means we will no longer attempt to process payments via Direct Debit for that lot.

You will be notified by email, SMS, and in-app message if this occurs, with instructions to arrange manual payment. Your existing Direct Debit arrangement with DEFT remains registered, but cannot be used through our system until the issue is resolved.

To arrange manual payment or to discuss reinstatement of your Direct Debit, please contact our office at notices@netstrata.com.au.

Are there additional charges for using Direct Debit?

We do not charge any fees for setting up or using Direct Debit. However, DEFT may apply transaction fees depending on the payment method you choose (for example, card payments may attract a surcharge). These fees are set by DEFT and are outside our control.

For details on DEFT’s fees, please refer to the official DEFT website FAQs at deft.com.au/faq.html.

DEFT Payments FAQs

For detailed guidance on using DEFT for levy payments, please refer to the official DEFT website FAQs at deft.com.au/faq.html. Below is a summary of the key questions covered there:

Getting Started

  • What is DEFT?
  • What is my DEFT Reference Number?
  • Do I have to register to use DEFT?
  • How do I register for DEFT?
  • I’m getting an error message saying my email address is already in use. What do I do?
  • Can more than one person pay the one DEFT Reference Number?
  • Can I make a one-off payment from a bank account without registering for DEFT?

Making a Payment

  • How much do I need to pay?
  • What payment methods are available?
  • Why are some card types supported and not others?
  • What ways can I make a payment?
  • How can I email a copy of the receipt?
  • How do I make a payment online without a login?
  • Can I make a one-off direct debit payment without setting up a profile?
  • How do I make a one-off, pay now payment by logging in to DEFT?
  • How do I set up a one-off future payment?
  • How do I set up a recurring payment schedule?
  • The status of my payment is ‘Pending’. What does this mean?
  • How do I add biller-initiated direct debit?

Managing My Payments

  • How do I view my DEFT payment history?
  • What happens after I submit a payment?
  • How do I change a scheduled future dated or recurring payment?
  • How do I delete a scheduled future dated or recurring payment?
  • What do the payment statuses in ‘Payment history’ mean?
  • What do I need to do if a payment is dishonoured?
  • What does ‘start date’ mean?
  • Why is the biller name on the payment receipt different?
  • How do I cancel biller-initiated direct debit?

Managing My Profile

  • How do I change my DEFT account details?
  • How do I change my saved card or bank account details?
  • What happens if I make a card or bank account the ‘default’?
  • What is my DEFT reference number (DRN)?
  • Will I still see my previous payments if I delete a DRN?
  • What’s the DEFT reference number ‘nickname’ for?

Fees and Charges

  • What are the fees and charges to make a payment?
  • Why is there a surcharge for card payments?
  • Are there any other fees?
  • Does my payment include GST?

Security

  • Is my personal information secure?
  • I don’t know my password
  • Is paying by DEFT secure?
  • Why do I need to complete an extra verification for DEFT card payments?