Request for Refund for Rates, Faulty Ticket Machines and Other Refunds Request Enquiry

Providing an exact processing time for refunds can be challenging due to several factors, including the submission of necessary documents by the customer.

Once we receive all required documents, the refund may take up to 2 weeks to process. Refunds are quicker if the payment was made online via our website, as the amount will be credited back to the card used for the initial payment.

However, if the payment was made over the phone, at our centers, or via Australia Post, the refund process may take longer because bank statements are required for electronic funds transfer.

Request for refund related to Rates

Advise of the 2 options

1. The overpayment can remain as a credit on their Rates account and any charges in the future will be allocated against the credit.

2. Request for the refund to be returned to the customer, the customer needs to request in writing to council@cgd.vic.gov.au and provide evidence of the transaction/s with the request in writing. Refunds are unable to be processed without evidence being supplied. 
   

Counter

CSO:

  • Write property number on any documentation received with regards to the refund request
  • Date stamp and scan to Records

Phone

Refunds cannot be processed over the phone. 

Request refund related to ticket machines under $15

Request for a refund by the customer.

  • Incorrect charge when purchasing a ticket from a machine
  • Machine fault – no ticket issued after payment
  • Other incorrect charges related to ticket machines

Customers must provide the ticket machine number for a refund. Without it, we cannot process the request. 

If they do not have a machine number

They’ll contact the customer within two business days.

Email csparkingpermits@cgd.vic.gov.au with the following details:
 - Customer name
 - Address
 - Phone and email address
 - Ticket Machine ID number
 - Explanation of the reason for the refund

 

Proceeds to issue refund below if they have the machine number

Phone and Counter

If they have the machine number, then proceed with the refund:

CSO:

Refund method:

  • Refund to customer’s debit/credit card
  • Receipt as a negative amount E,G -$5.00

In P & R receipting

  • Enter as Petty cash application
  • Then select /TicketMachineRefund
  • Enter Ticket machine number in the notes field
  • Then enter a amount a s negative in the debit card field
    NOTE:
    Do not click on the debit card wording as this will automatically enter the amount in the cash out field.

Email the receipt 

Request refund related to ticket machines over $15

Request for a refund by the customer.

  • Incorrect charge when purchasing a ticket from a machine
  • Machine fault – no ticket issued after payment
  • Other incorrect charges related to ticket machines

Customers must provide the ticket machine number for a refund. Without it, we cannot process the request. 

Email the csparkingpermits@cgd.vic.gov.au with the following details:
 - Customer name
 - Address
 - Phone and email address
 - Ticket Machine ID number
 - Explanation of the reason for the refund

They’ll contact the customer within two business days.

EFT (electronic funds transfer) forms received at the counter

CSO:

  • The EFT form must not be scanned to Records without supporting documentation for the reason. 
  • If the customer has no documentation please note on the paper the reason for the EFT form (example: infringement number or application number CWP21/--- the overpayment relates to).
  • Then scan the paper and the EFT form to Records 

Request refund for other payments made to Council

If a customer is seeking a refund if:

  • They have accidentally overpaid an account, infringement, application 

Phone

CSO:

    Advise the customer they must request a refund in writing or email Council.
    Advise them to include in their email or writing:

    • Copy of bank statement if the payment was made electronically.
    • They must include their full name, address and contact details, with an explanation of the request. 

    This is a financial auditing process. The relevant department will then contact them to discuss their options.

    Counter

    CSO:

    Check the documentation and scan to records using the scan cover sheet to explain why you are sending the documents.

    Contact Details
    www.greaterdandenong.vic.gov.au
    8571 1000
    council@cgd.vic.gov.au