Frequently asked questions about the Pay & Manage Bills Online Service

The Pay & Manage Bills Online Service is an online facility which enables you to view, pay and dispute your invoices from the Department of Environment and Primary Industries (DEPI) from your own computer, 24/7. This facility is beneficial because it avoids unnecessary cost and time compared to paper-based billing and disputed invoices are handled with online tools for quick and accurate resolution.  It is also environmentally friendly as invoices, receipts and statements may only be printed if required.

What sort of details need to be provided?

Company or personal details are required to be provided during registration in order to verify your identity and to aid communication between you and DEPI. Your bank/credit card information is also required to be supplied as a part of the registration process. DEPI staff will be able to see your bank details, however, will not have access to view any credit card details which you provide.

What is meant by the terms “administrator” and “user”?

The first person that registers for the Pay & Manage Bills Online Service is registered as the Administrator.  This person will have full access to the range of services provided in the system.  This person will receive all email notifications of new invoices on their account and will have access to all the sites under their customer number.

The term User refers to anyone else who registers or is authorised to use the Pay & Manage Bills Online Service on behalf of the administrator.  This person can still have access to the range of functions available in the system, however they will only be able to perform these functions on the sites which they register for, or the sites which the administrator gives them access to.

Is it possible to have more than one administrator for one account?

As an administrator you have the rights to assign a user to as many functions of the Pay & Manage Bills Online Service as you feel appropriate. This includes assigning a user to have administrator rights by giving full access to that person.

How long will it take after registration before the Pay and Manage Bills Online Service is available for use?

Immediately after registration, you will have a login and password to the Pay & Manage Bills Online Service.  You will be able to add users, change company/personal details, add credit cards and bank accounts, manage your sites and navigate your way through the Help Centre.  It will take 1-2 working days after registration before invoices and statements are available in the system for you to pay, schedule or view.

Is the system secure?

The facility is a completely safe and confidential system. It is powered by Westpac Banking Corporation and offers the most up to date security to ensure your personal details are kept safe and transactions are made securely.

How often will notification of new invoices and statements be made? And how will notification be made?

The administrator of the account will be notified every time a new invoice is raised by DEPI via email to their nominated email account.  If you would like to change the email address provided at the time of registration, please contact the Accounts Receivable Team on (03) 9637 9422 or send an email to accounts.info@dse.vic.gov.au

Is it possible to get a receipt of payment online?

Yes. A receipt will be generated after a payment is made which you may print and/or save for your records.  The receipt will only be available after your payment has been processed. If you have scheduled a payment for a future date, you can search for a receipt after the payment date by using the transaction receipt search function. This function will allow you to search for receipt of any payment you have made previously through Pay & Manage Bills Online Service.  All information regarding your transactions through the Pay & Manage Bills Online Service is kept in the system for 220 days.  Any records you wish to retrieve after this time will be available by calling the Accounts Receivable Team on (03) 9637 9422 or via email to accounts.info@dse.vic.gov.au

What are the payment options for making payments?

The facility will allow you to make payments on your invoices by direct payment from your Australian bank account, Visa or MasterCard accounts.

Is it possible to schedule a payment for a future date?

Yes. The facility offers the option of scheduling a payment on a predetermined future date from your nominated account.

Why have I received a $0.00 invoice?

In an instance where an online lodgement you have applied for has been rejected, the system will create an invoice for $0.00.  To clear this invoice from your list you should schedule this invoice for payment.  This will NOT charge your bank account or credit card; it will simply remove the invoice from your outstanding invoices list.

Is the website easy to use?

The website was designed to be customer friendly and easy to navigate. In addition to this, text buttons and help centre features have strategically been put in place to assist you in using the Pay & Manage Bills Online Service. There are also several instructional videos which you can use to help you navigate through the service.

You may also contact the Accounts Receivable team on (03) 9637 9422 or via email on accounts.info@dse.vic.gov.au for further queries between office hours.

How soon will a response to a disputed transaction be made?

Disputed transactions are sent electronically to the Accounts Receivable team at DEPI within one working day. Depending on the nature of the dispute, we aim to supply you with a response within three working days.  You will receive an email notification once the dispute has been attended to.

Can payments still be made outside of the Pay & Manage Bills Online Service?

Yes. DEPI still offers other payment methods, including B-Pay, phone, internet and Australia Post payment options. These options can be seen in more detail at the bottom of your invoices.

Will my account be updated if I make payments outside of the Pay & Manage Bills Online Service?

Your account will be updated even if you make a payment using a payment method other than Pay & Manage Bills Online Service. However, you will not be able to view your billing history or receipts through this facility if you use other payment options.  The DEPI Accounts Receivable team will have all your billing history available on their financial systems which can be provided to you upon request.