Collections - Direct Debit

Direct Debit

FAQ

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Enquiry Service Level Agreement (SLA) for Direct Debit


Enquiry

SLA (Business Day)

Acknowledgement of Enquiry Received

1

Crediting/Debiting Status at Biller/Payer Bank

1

Simple Enquiries

3

Normal Enquiries

7

Complicated Enquiries

14



Note:
- Simple - can be resolved by the bank internally
- Normal - requires information from other parties
- Complicated - more investigation required
- Queries received after 3pm on a Business Day would be deemed as received at the start of next Business Day.