FlexiPay Annual Rollover
What Happens to Your Customers' Schedules
When your customers pay their rates using a FlexiPay Direct Debit, their payment schedule runs for a set period, matched to that year's rates notice. Once that period ends and you issue a new rates notice the following year, FlexiPay can automatically set up a new schedule for them. This is called an Annual Rollover, and it means your customers don't need to register for FlexiPay again themselves.
This guide explains which of your customers this applies to, what happens and when, and what it means for you as their notice provider.
Whether Annual Rollover applies depends on how a customer pays. Use the table below as a reference.
Applies to a customer if... | Does not apply if... |
They are on a Weekly, Fortnightly or Monthly Direct Debit schedule | They pay by AutoPay (quarterly Direct Debit): their payments continue automatically each billing period, no rollover needed |
Their Direct Debit schedule has reached its end date and is now Finished (all planned payments completed) | They are on a Payment Arrangement: this continues on its existing terms with no end date, no rollover needed |
A new rates notice is issued in the same name and on the same account as their finished schedule | They made a one-time payment: there is nothing further to action |
| The name on the new notice differs from their finished schedule (for example, a change of ownership): they will need to register for FlexiPay again as a new customer |
For eligible customers, here is the sequence of events once your Annual Rates notices are issued:
Step | What happens | When |
1 | Your new rates notices are issued Sent by print and/or email in the new billing year, as usual. | Start of the process |
2 | We check for a matching finished schedule Each new notice is matched against Finished Direct Debit schedules using the customer's name and account number. | Immediately after notices are issued |
3 | A new schedule is created for the customer Their existing payment frequency and preferred payment day carry across automatically (see "How the new date is worked out" below for how this is calculated). | Same time as matching |
4 | The customer is emailed the details We send them an email confirming the amount and details of their new schedule. | Within 48 hours of the notice being issued |
5 | The customer can review and adjust They can change their payment frequency or start date if the proposed timing doesn't suit them. | Any time between the email and their first payment |
6 | Their first payment is processed Once this happens, their new schedule for the year is locked in. | On their chosen or default date |
There's no single "perfect" start date The nominated start date is best thought of as a grace period, a short window between a customer's notice arriving and their first payment being taken. It gives them time to check the details and make any changes before payments begin, rather than an exact date fixed by the system. |
The clearest way to think about this is that the customer is applying for FlexiPay again on the nominated start date, using exactly the same frequency and preferred payment day they had before. The system doesn't invent a new preference; it simply looks forward from the start date to find the next date that matches their existing one.
● Monthly on the 10th: the system looks forward from the start date and lands on the next 10th of the month.
● Weekly on Fridays: the system looks forward from the start date and lands on the next Friday.
● The same logic applies to Fortnightly schedules and any other day-of-week or day-of-month preference on file.
This means the start date is never itself the payment date; it's the point the system searches forward from to land on the customer's normal preferred day. That's why there's no single "perfect" start date to choose, any reasonable date within the notification window will resolve to the same first payment.
Annual Rollover runs automatically for eligible customers as part of your Annual Rates notice run; there is nothing your team needs to action for the standard matching and schedule creation process. As part of preparing your notice run, our Customer Operations team will confirm a start date with you to use for the new schedules.
Customers on AutoPay or Payment Arrangements continue on their existing terms and are not affected by this process. Customers whose finished schedule doesn't match the name on the new notice (for example, following a change of ownership) will need to register for FlexiPay again themselves.