FAQ for Payers

Your Questions Answered

• What is StrataPay?
  StrataPay offers the greatest choice and convenience in the strata industry with eight different payment options. These include unique channels such as automatic direct debit and EFT which no other provider in the market offers. StrataPay is the only payment provider in the strata industry that is listed as PCI (Payment Card Industry) DSS compliant. This represents the highest level of security for payment providers. Credit card providers such as Visa maintain registers of compliant companies to align with these high-security levels. Please click here for StrataPay’s PCI listing and here for StrataPay’s compliance certificate.
• What do we need StrataPay?
  Each Strata Scheme, regardless of size, has incoming owner payments (levies) that need to be managed and reconciled daily. StrataPay offers a comprehensive, secure and accurate solution for this. Without a solution such as StrataPay, owners would be transferring funds directly into a Strata Scheme’s Account, providing them with no ability to automatically reconcile these payments against owners’ accounts. Issues with this include; manual intervention on every payment, misallocation or non-allocation of funds, incorrectly putting people into arrears, delaying allocation of funds and higher costs in providing strata management services to a scheme. From StrataPay’s annual data, 94% of levy payments are made through channels other than EFT when alternatives are provided. These options include BPAY, over the counter at Australia Post, Credit Card and Automatic Direct Debit.
  
  If a Strata Manager was to individually setup facilities for a Strata Scheme such as BPAY, Credit Card, Direct debit, etc., it would be prohibitively expensive and may incur annual channel fees. Having a platform such as StrataPay is highly advantageous as setup is automated and does not attract annual fees.
  
  StrataPay is a very effective tool in helping minimise arrears. Through convenient options such as automatic direct debit, owners are less likely to not pay on time. Also, owners who are experiencing cash flow concerns can use a credit card to make levy payments.
• What is my password and login to RentMate?
  Please e-mail info@rentmate.com.au or phone 1300 135 610 to obtain your login details.
• What is my password and login to RentMate?
  Please e-mail info@rentmate.com.au or phone 1300 135 610 to obtain your login details.
• How much do I owe? What is my balance for my body corporate fees?
  StrataPay is a payment service and as such we process payments to your body corporate. StrataPay does not calculate amounts owing, nor do we send out invoices. For information regarding your balance please contact your Body Corporate Manager directly.
• I have made a payment in error. How do I reverse a payment made through StrataPay?
  Please contact StrataPay via our enquiry form or email payments@stratapay.com.au with all the details, ie. date of payment, amount, StrataPay Reference number and method of payment. A $10.00 fee applies for each reversal processed by StrataPay.
• How do I set up a Direct Debit?
  Simply go to our direct debit page. By entering your StrataPay reference number you are able to download the direct debit form. Please print the form,complete it and post it back to us at the address on the bottom of the form. Alternatively, please contact StrataPay via our enquiry form or phone 1300 135 610 and we will be happy to assist.
• How do I amend an existing Direct Debit?
  Please download or request the direct debit form as above, complete and return to us by mail.
• How do I cancel a Direct Debit or a pending Direct Debit transaction?
  Please contact StrataPay via our enquiry form or by emailing payments@stratapay.com.au with your StrataPay reference number and your instructions. Alternatively, you can fax your request to us on  07 5575 7433 or post it to Locked Bag 9, GCMC, QLD, 9726.
• How do I make a credit card payment online if I am unable to log into the StrataMax website?
  Simply click here to go directly to the payments page. You do not require a password to make a payment via the StrataPay website.
• How long does it take StrataPay to settle my payment?
  BPay & Credit Card – 2 Business Days
  PostBillPay – 3 Business Days
  Direct Debit – 4 Business Days
  Cheque – 4 Business Days
  Direct Credit – 2 Business Days
• How do I update my personal details with StrataPay?
  StrataPay is a payment service and as such we process payments.  Please directly contact whomever you are paying to update these details.
• Do you apply a service fee for a credit card payment?
  Credit card payments may incur a service fee depending upon the biller. If a surcharge is applicable the amount will be displayed during the payment process before completing the transaction.
• What is my password and login for StrataMax?
  Please see the StrataMax Online Portal website for instructions on retrieving usernames or passwords and other troubleshooting regarding logging into the portal.