Deceased, Desexed/Obedience Trained and Pension Concession Changes Pet is Registered

If the customer is eligible refund and wishes to claim it

CSO:

• Advise them to submit a written confirmation of pet's death e.g a letter, vet certificate, or signed renewal notice. 

Counter:

• Do not update the animal record
• Photocopy all documentation including written confirmation of pet's death
• Write the animal ID number on all documentation
• Complete the scan cover sheet, making a note that a refund is due
• Scan all documents to Records

What happen after they have submit the request in writing

• The refund request will be processed by the Community Admin Team
• The processing time for refunds can take up to 2 - 3 weeks.

CSO:

• Update the animal record, change animal status to deceased or missing

• IMPORTANT enter a memo Adding a memo to animal ID

Refunds may take up to 2–3 weeks to process.

If the customer follows up after this period, email CAAdmin@cgd.vic.gov.au with customer details using the message-taking template.

CSO:

Step 1

• Go to 'P & R' and locate the animal record using the animal ID or property address where the animal lives

Step 2

• check certificate of sterilisation meets the acceptable document
• Write the animal number on the document
• Update record to 'desexed' Instructions

Does the customer need to make payment?

Yes:

• Receipt via Source Code 10, bring down the charge and change to the reduced fee(unsure call Support)
• Now go to the Go to last step

No:

• Check if full payment was made to determine if a refund is due, if yes proceed to last step 

Last Step

• Write the animal ID number on all documentation and photocopy
• Complete the scan cover sheet, making a note that a refund is due
• Scan all documents to Records

Criteria for refund

• Desexed/Obedience Trained pets - Where registration has already been paid and a pet has subsequently been desexed or trained in accordance with the requirements of the Domestic Animals Act, the pet owner must notify Council in writing within six months from date of desexing/completion of training. A desexing/obedience training certificate will need to be provided.  The refund amount is the difference between the full fee and the reduced fee.
• Please note that processing time for refunds can take up to 2 - 3 weeks.

We cannot process this request over the phone as written confirmation of desexing is required.

For refund enquiries: refunds are not processed over the phone or at the counter.

Customers can provide the necessary documentation in person, which will be forwarded to the Community Amenity Department for processing.
Refunds may take up to three weeks.

Alternatively, they can email council@cgd.vic.gov.au.

Criteria for refund

• Where registration has already been paid and a pet has subsequently been desexed or trained per the requirements of the Domestic Animals Act Regulations, the refund is the difference between the full fee and the reduced fee.
• Refunds are no longer handled by Customer Service. Regulatory Services will arrange refunds via bank transfer to the pet owner's account.
• Please note that processing time for refunds can take up to 2 - 3 weeks.

Refunds may take up to 2–3 weeks to process.

If the customer follows up after this period, email CAAdmin@cgd.vic.gov.au with customer details using the message-taking template.

Customer: complete the Pet Registration Change of Details form 

CSO: 

Step 1

• Check change of details form has been completed correctly
• Check that the blue pension card is in the name of the pet owner and it's valid
• Digital cards are acceptable, note on the form if this applies and that you confirmed the details match the animal owner
• Go to 'P & R' and locate the animal record using the animal ID or property address where the animal lives

Identify the pet owner:

• Check if their photo ID and pension ID matches the address on the animal record.
• If they don’t have a photo ID with the correct address, verify their identity by asking at least two questions about the pet (e.g., name, breed, color, date of birth)

Step 2 

• Photocopy the card and write the animal number on the photocopy
• Update animal record to Instructions

Does the customer need to make payment?

Yes:

• Receipt via Source Code 10, bring down the charge and change to the reduced fee(unsure call Support)
• Now go to the Go to last step

No:

• Check if full payment was made to determine if a refund is due, if yes proceed to last step 

Last Step

• Write the animal ID number on all documentation and photocopy
• Complete thescan cover sheet, making a note that a refund is due
• Scan all documents to Records

Criteria for refund

• Refund is only offered within a month of registering the pet
• The discount of 50% on the registration fee does not apply to dangerous or restricted breed dogs.
• Confirm the registration has been paid and the owner has a pension card.
• Customer Service no longer manages refunds. Regulatory Services will arrange refunds via bank transfer to the pet owner's account.
• Please note that processing time for refunds can take up to 2 - 3 weeks

Phone requests require written confirmation of the owner's Pension Card status.  Customers should email the completed Pet Registration Change of Details form to council@cgd.vic.gov.au with the refund request and supporting documents. Regserv will handle the refund and contact the customer regarding the refund. Alternatively, they can visit our service centers to submit the documentation.

CSO

• Advise to complete Pet Registration Change of Details form 
• Confirm when the pet registration fee was paid to determine if a refund is due. Check the refund policy below. 

Refunds may take up to 2–3 weeks to process.

If the customer follows up after this period, email CAAdmin@cgd.vic.gov.au with customer details using the message-taking template.