Cancer Council Queensland Direct Debit Request Service Agreement  

Debit User No. 117821 
 
Customer Service Agreement

Definitions 

Account means the account held at Your Financial Institution from which we are authorised to arrange for funds to be debited. 

Agreement means this Direct Debit Request Service Agreement between you and us. 

Business Day means a day other than a Saturday or Sunday, or Public holiday listed in Queensland.  

CCQ means Cancer Council Queensland. 

Debit Day means the day that payment by you is due.  

Debit Payment means a particular transaction where a debit is made. 

Direct Debit Request means the Direct Debit Request between Cancer Council Queensland and you.  

Us or We means CCQ, the Debit User (Debit User No. 117821) you have authorised by signing a Direct Debit Request.  

Your Financial Institution is the financial institution where you hold the Account that you have authorised us to arrange to debit. 

Our commitment to you:  

We, CCQ, note our commitment to you as the following: 

• We will only arrange for funds to be debited from your Account as authorised in this Direct Debit Request Service Agreement. You should refer to the Direct Debit Request and this Agreement for the terms of the arrangement between Us and you.
• Where the Debit Day falls on a non-business day, we will draw the amount on the next Business Day.
• We will provide written notice of any proposed changes to this Direct Debit Request Service Agreement or a Direct Debit Request in no less than 14 Business Days’ notice.
• We will advise you by notice, statement, or invoice of the drawings.
• We reserve the right to cancel the Direct Debit Request if Debit Payments are continually returned unpaid by Your Financial Institution. Where Debit Payments are returned unpaid, we will arrange with you an alternative payment method. 

Your commitment:  

By signing this Direct Debit Request, you have agreed to be bound by the following commitments with Cancer Council Queensland:  

• You have authorised CCQ to arrange for funds to be debited from your account.
• It is your responsibility to check with Your Financial Institution prior to completing the Direct Debit Request, that direct debiting is available on that Account (direct debiting is not available on all accounts offered by financial institutions).
• It is your responsibility to make sure that the Account details you provide to Us are correct by checking them against a recent account statement.
• It is your responsibility to always ensure that sufficient funds are available in the Account to meet Debit Payment on the Debit Day.
• If there are insufficient funds in your Account to meet a Debit Payment, you may be charged a fee by Your Financial Institution.
• It is your responsibility to advise Us if your Account is altered, transferred, or closed by contacting Us via mail, phone, or email as per contact details at the end of this agreement.
• It is your responsibility to arrange with us a suitable alternate payment method if the Debit Payments are stopped, either by you or Your Financial Institution.
• It is your responsibility to meet any charges resulting from the use of the direct debit system. This may include fees charged to us for returned drawings.
• It is your responsibility to advise CCQ in writing of any changes to your payment method number and/or credit card expiry date at least 14 Business Days before the next Debit Day. You may be contacted by CCQ to update these details.  

Your rights 

• You may request to defer your Debit Day, by providing notice to Us by contacting Us via mail, phone, or email as per contact details at the end of this agreement. Such notice should be received by Us at least 14 Business Days prior to the next Debit Day. 
• You may cancel this Direct Debit Request arrangement at any time by contacting us via mail, phone, or email as per contact details at the end of this agreement. Such notice should be received by Us at least 14 Business days prior to the Debit Day. Your Financial Institution is unable to cancel your Direct Debit Request.

Disputes 

• If you believe there has been an error in debiting your Account, you should notify Us directly on 1300 663 936 or email donorrelations@cancerqld.org.au, as soon as possible so that we can resolve your query.
• We will investigate and deal promptly with any queries, claims or complaints regarding debits, and will endeavor to provide a response within 14 Business Days. 
• If we conclude because of our investigations that your Account has been incorrectly debited, we will respond to your query by arranging for Your Financial Institution to adjust your Account (including interest and charges) accordingly. We will also notify you, via mail, phone, or email, of the amount by which your Account has been adjusted. 
• If we conclude because of our investigations that your Account has not been incorrectly debited, we will respond to your query by providing you with reasons and any evidence for this finding.
• Any queries you may have about an error made in debiting your Account should be directed to us in the first instance so that we can attempt to resolve the matter. If we cannot resolve the matter, you can still refer it to Your Financial Institution, who will obtain details from you of the disputed transaction and may lodge a claim on your behalf.

Confidentiality of Account Details   

• We will make reasonable efforts to keep any information (including your Account details) secure and to ensure that any of our employees or agents, contractors or service providers who have access to this information do not make any unauthorised use, modification, reproduction, or disclosure of that information.
• When we collect, use, disclose, store, provide access to, or otherwise deal with your personal information we will do so in accordance with our Privacy Collection Statement as set out below. 

Privacy Statement 

Your Personal Information is being or has been collected by the Cancer Council to facilitate services or products requested by you and/or to keep you informed about Cancer Council related activities. We may send you information about programs, products, services, fundraising or other activities which we think may interest you. Your Personal Information may be provided to third parties where required by law or so that such third parties may provide Cancer Council with services. In so doing your Personal Information may be disclosed to overseas recipients. Please refer to our?Privacy Policy?(which is available on the relevant Cancer Council website as listed at the link below or on request by calling 13 11 20) for further details. By providing your information to us you consent to your information being disclosed or used for this purpose. We will take reasonable steps to ensure that such third parties deal with your information appropriately and only for Cancer Council purposes. Please refer to our Privacy Policy, or details in the relevant communication, if you wish to unsubscribe. Our Privacy Policy also explains how you can contact us to access and correct your personal information or make a privacy complaint. 

“Cancer Council,” “we,” “us” or “our” means Cancer Council Australia or the Cancer Council in the State or Territory in which you are participating in the fundraising activity, or in your State or Territory of residence (as applicable). Full details of Cancer Council Australia and its State and Territory members are available on our website, www.cancer.org.au/about-us/about-cancer-council  

Notice 

If you wish to contact us relating to this Agreement, please contact us via mail, phone, or email using the below details: 

Cancer Council Queensland 

PO Box 201, Spring Hill, Qld 4004 

Phone: 1300 663 936 

  Email: donorrelations@cancerqld.org.au 

  We will respond and confirm your notified changes via the communication method you have notified us on. Any notice that has been posted will be deemed to have been received five Business Days after it is posted.