COVID-19 refunds

We are currently implementing a series of support measures, valued at an estimated $5.45 million, to assist businesses, community groups and residents impacted by the Coronavirus pandemic. 

As part of these measures, we have identified customers that are eligible for refunds and will be getting in contact with them directly via email.

Below is some information we’ve put together to help you understand how we will be processing refunds.


Refund eligibility

Table 1 (below) shows a list of support measures that may result in refunds for businesses and community groups. Please be aware that eligibility will vary depending on individual circumstances.

Applies to Support measure For how long May be eligible for refund
All businesses Full refund of A-frame permit fees 12 months
Commercial waste customers No penalty for suspended, cancelled or amended collection services As required As required
Community and sporting groups using City-owned grounds Free rent   1 March to 30 September 2020
Eligible commercial tenants in City buildings, or on City land 50 per cent rent discount  1 March to 31 August 2020
Event organisers Full refund of fees or charges paid for events cancelled due to COVID-19 restrictions. As required
Food premises Full refund of alfresco dining permit fees 12 months
Full refund of food premises registration fees 12 months
Health premises Full refund of health premises fees 12 months


The refunds process

All refunds must be returned directly to either a credit card or bank account.

Customers who paid using a credit card that is still valid will have the refund credited directly to that card, without any action required on their part. All other customers will be required to complete a refund request form. This form will be sent directly to the customer via email. 

Customers eligible for multiple refunds will only need to submit one form. 


Timelines for processing refunds

We are aiming to process all refunds within 30 days of receiving your completed form.

We'll do our best to make it sooner where we can, but we're expecting a high volume of refund requests over the next few months and need to give ourselves enough time to cope with this demand.  

There is no closing date for refund requests. We'll process them as we receive them. 


For customers experiencing financial hardship

Our goal is to process all applications as soon as possible. The best way to ensure a quick refund is therefore to complete the online form at the link provided in the email sent to you. 

To defer payments for rates, rent, fees and charges, or organise an individual payment plan that suits your circumstances, please email [email protected] or call us on 03 5272 5272. 


Information for credit card customers

Credit card customers do not have to apply for a refund. Your money will be credited directly back to the card you used for the original payment.  If your card is no longer valid, you will receive a request form asking you to supply us with your bank details.


Overdue refunds

If you haven’t received your refund within 30 days of completing your form, please email your details and the date you applied to [email protected] and we’ll get in touch with you as soon as we can. 


Privacy statement

We are collecting your personal information to process a refund to credit your bank account. We will use the information for this purpose, and it will otherwise remain private within our organisation unless disclosure is required by law or consented to by you.

You may apply for access and/or amendment of the information by writing to our Privacy Officer.





Page last updated: Thursday, 28 May 2020

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