Frequently Asked Questions - On-line Payments

	What information is required to make an online payment?
	What types of Credit Cards are accepted?
	How do I pay multiple accounts with one Credit Card payment?
	How long will it take for my online transaction to complete?
	How do I know that the transaction has been successful?
	I have made a payment but the amount on the screen has not updated
	I have paid the wrong amount
	How secure are my personal details?
	Payment Queries or Feedback.

What information is required to make an online payment?

1. Rates Payments
You will need to provide your Rates Assessment number, the amount you are paying and Credit Card details. Your Rates Assessment number can be found on your Rates Notice.

2. Water Billing Payments
You will need to provide your Water Bill Assessment number, the amount you are paying and Credit Card details. Your Water Bill Assessment number can be found on your Water Usage Notice.

3. Parking Infringement Notice Payments
You will need to provide your Infringement Notice number and Credit Card details. Your Infringement Notice number can be found on your Infringement Notice. Council is unable to accept part payments for Infringement Notices. If you are facing difficulties in paying, please contact our Customer Service Centre on 07 4044 3044 or email council@cairns.qld.gov.au.

4. Other Invoices
You will need your account number which is quoted on all invoices, statements and correspondence regarding your account. You will also be asked to input your surname, if the account is held in personal names, or the full company or association name.

5. Dog Registration Renewals
You will need your animal number which is quoted on the annual renewal application form.

What types of Credit Cards are accepted?

Mastercard and Visa.

How do I pay multiple accounts with one Credit Card payment?

We have a Shopping cart payment option that allows customers to make multiple payments simply with a once off entry of Credit Card details.
The Shopping Cart allows you to pay any number of accounts, in any combination or order by adding accounts to your "Shopping Cart". When you are finished click on the PAY button and it is then that you enter your card details once to complete the payment of all selected accounts.
Currently you can only pay "Other Invoices" one at a time. All other payment types can be combined through the Payment Cart.

How long will it take for my online transaction to complete?

Your transaction should be completed within a few seconds of pressing the 'Submit' button and a receipt will be presented to you on your screen. However, the time will ultimately depend on the speed of your Internet connection.

How do I know that the transaction has been successful?

Once you have entered in all your details and clicked on the 'Submit' button, your transaction will be processed and a receipt displayed. Please print a copy of this as your receipt contains information that may be necessary for any future queries.

I have made a payment but the amount on the screen has not updated

Your transaction will be receipted on the day it is entered if processed before 6:00pm, and your online details will show the updated details on the next business day.

I have paid the wrong amount.

If you have completed your transaction and entered an incorrect amount resulting in the following:
1. Underpayments: Simply perform an additional transaction for the
outstanding amount.
2. Overpayments: Please contact the Customer Service Centre on 07 4044 3044 to discuss suitable arrangements.
Please have your receipt handy.

How secure are my personal details?

Cairns City Council has implemented the latest technology from Verisign to provide what is believed to be the best possible protection for your data. At no time is your Credit Card information stored on council systems as processing occurs via a secure connection with Council's payment service provider CommSecure. You should see the encryption padlock near where you are entering your details.
For more information please visit Verisign: www.verisign.com.au

Payment Queries or Feedback

If you experience a problem with your payment that hasn't been discussed in this FAQ page or have feedback about our payment web site, please contact our Customer Service Centre on 07 4044 3044 or email council@cairns.qld.gov.au.