What you'll do
- Understand what raising a dispute means
- Know what information helps a dispute
- Follow the steps to lodge a dispute
- Understand what happens after you lodge one
- Know how to escalate if you remain unhappy
5 min
What a dispute is
If you believe an amount is wrong, not owed, or includes charges you do not recognise, you can raise a dispute. Raising a dispute is a constructive step — it is far better than ignoring a notice, and it puts your concern on record.
Lodging a dispute
These steps put your dispute on record clearly.
- Be specific. Identify exactly what you are disputing — the whole amount or particular charges.
- Gather support. Note any documents or facts that support your position.
- Put it in writing. Lodge your dispute in writing, quoting your reference number, so it is recorded.
- Wait for review. We review the dispute and may pause collection on the disputed amount while we do.
- Receive the outcome. We confirm the outcome and the reasons in writing.
If you remain unhappy
If you are not satisfied with the outcome, you can raise a complaint with us, and you may be able to escalate to an external body. You can start by reaching us through our contact page, and the written-record guide helps you keep your dispute documented.
Good to know
- Raising a dispute puts your concern on record constructively
- Be specific and lodge it in writing with your reference number
- If unhappy with the outcome, you can raise a complaint or escalate
FAQ
How do I dispute an amount?
Lodge your dispute in writing, quoting your reference number, and be specific about which amount or charges you are questioning.
What happens while my dispute is reviewed?
We review the matter and may pause collection on the disputed amount while we do, then confirm the outcome in writing.
What if I disagree with the outcome?
You can raise a complaint with us, and you may be able to escalate to an external dispute resolution body if needed.
Still not sure? Our team is happy to talk it through.