Help And Support

Collections - Direct Debit

FREQUENTLY ASKED QUESTIONS
  • What are the operating hours for Direct Debit?

    Direct Debit and Interbank GIRO (IBG) have the same operating hours.
  • What is the collection submission/fund crediting time?

    The funds will be available in the biller’s account based on the schedule below:

    No Transactions submitted by the biller (time stated on a business day) *Payer’s account gets debited *Funds received by the biller **Latest time to receive funds by the biller
    1. 5:00am 11:00am, same business day 5:00pm, same business day 2:00pm, next business day
    2. 8:00am 2:00pm, same business day 8:20pm, same business day 2:00pm, next business day
    3. 11:00am 5:00pm, same business day 11:00pm, same business day 2:00pm, next business day
    4. 2:00pm 7:00am, next business day 11:00am, next business day 2:00pm, next business day
    5. 5:00pm 7:00am, next business day 11:00am, next business day 2:00pm, next business day

    *The times stated above are provided by the third-party service providers and are subject to change from time to time. The information in the table is intended as a general guide.

    ** If the payer’s bank does not respond by the latest time indicated, PayNet and the biller’s Bank will treat the transaction as unsuccessful.

  • What are the Direct Debit participating banks?

    The latest listing of the Direct Debit participating banks is available at the PayNet website.
  • How long does it take to process a Direct Debit request?

    OCBC Bank adheres to the following Service Level Agreement (SLA) for carrying out Direct Debit requests:

    Enquiry SLA (Business Day)
    Acknowledgement of enquiry received 1
    Crediting/Debiting status at biller/payer Bank 1
    Simple* enquiries 3
    Normal** enquires 7
    Complicated*** enquiries 14

    Types of Enquiries:

    *Simple refers to issues that can be resolved internally by the Bank.

    **Normal refers to situations requiring information from third parties.

    ***Complicated refers to situations requiring further investigation.

    Note: The cut-off time for receiving enquiries is 3pm on a standard business day. This means any enquiry received after 3pm will be registered at the start of next business day.

Help & Support for direct debit collections