Fillable Printable Po 03 26 Refunds Policy 2014 08
Fillable Printable Po 03 26 Refunds Policy 2014 08
Po 03 26 Refunds Policy 2014 08
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 1 of 7
PO 03-26 Refunds Policy
This policy outlines the circumstances that will be considered when a request is
received for a refund of fees paid for goods or services provided by the NSW
Registry of Births Deaths & Marriages.
Essential Summary
This policy
applies to all Registry officers processing applications for refunds
identifies scenarios where exclusions to this policy may apply, and
identifies scenarios where a client may be entitled to a refund
Printed copies of this document may not be up to date.
Ensure you have the latest version before using this document.
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 2 of 7
Table of Contents
1 Scope 3
2 Purpose 3
3 Definitions 3
4 Request a refund 4
5 Refund circumstances 4
5.1 Registry Error - Priority Fee 4
5.2 Registry Error – Interstate Born Client 4
5.3 Registry Error – Client Charged Twice 4
5.4 Marriage Transferred 5
5.5 Marriage Cancelled or Postponed 5
5.6 Unable to Comply with Requirements 5
5.7 Overpayment 5
5.8 Change of Name - Certificate Fee 5
5.9 Other 5
6 Exclusions 6
6.1 Ex Gratia Payments 6
6.2 Change of Mind 6
6.3 Client Error or Amendment 6
7 References 6
8 Document information 7
9 Document history 7
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 3 of 7
1 Scope
This policy applies to requests for refunds processed by staff of the NSW Registry
of Births Deaths & Marriages.
2 Purpose
The purpose of this policy is to define guidelines for granting refunds for products
and services of the Registry.
The NSW Registry of Births, Deaths and Marriages (the Registry) is a non-budget
dependent General Government Agency. It is a business centre of the Department
of Police and Justice and has its authority to charge for its services under section 55
of the Births, Deaths and Marriages Registration Act 1995. Prescribed fees are
listed in Births, Deaths and Marriages Registration Regulation 2011, Schedule 1.
3 Definitions
Act means the Births, Deaths and Marriages Registrations Act 1995
Certificate means a document as defined in Section 49 of the Births, Deaths and
Marriages Registrations Act 1995:
(a) certifying particulars contained in an entry, or
(b) certifying that no entry was located in the Register about the relevant
registrable event.
Client means any person, group, company or agency that uses the products or
services of the Registry
Officer means a worker in the Registry
Register means the register containing particulars of each registrable event
required under the Act or another law
Registrar means the Registrar of the NSW Registry of Births Deaths & Marriages
Registry means the NSW Registry of Births Deaths & Marriages
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 4 of 7
4 Request a refund
Clients can submit requests for refunds in the following manner:
in writing
by email, or
verbally (in certain circumstances)
If a client wishes to verbally request a refund over the telephone or in person, the
details of the application are to be recorded by the officer assisting the client, and
forwarded to the appropriate manager for action.
A refund can be approved for a number of reasons, as outlined below. Refunds
will normally be processed within 21 days of receipt of the request.
5 Refund circumstances
5.1 Registry Error - Priority Fee
If an application for a certificate is lodged as a priority application, and complies with
all of the application requirements, and the priority service is not provided, the
Priority Fee component may be refunded. The refund should exclude any additional
special mailing fees that have been paid.
NOTE: If a priority service is not provided because the application does not comply
with Registry policies and application requirements, or for some other reason caused
by the client, in general no refund of the Priority Fee will be approved.
5.2 Registry Error – Interstate Born Client
If a client born interstate applies to the Registry for a Birth Certificate or Change of
Name, a full refund of the Processing and Certificate Fee may be made.
5.3 Registry Error – Client Charged Twice
Where it can be established that the Registry has duplicated a payment (e.g.
processed a credit card payment twice), the total amount overcharged may be
refunded. If a certificate has been issued, it must be returned before a refund can
be processed.
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 5 of 7
5.4 Marriage Transferred
More than 14 days: When a couple want to transfer their Notice of Intended
Marriage from a Registry Ceremony to an external celebrant, the Ceremony and
Certificate Fee may be refunded if notice is given more than 14 days prior to the
ceremony.
Less than 14 days: If less than 14 days’ notice to transfer is given, the Certificate
Fee may be refunded, although the Ceremony Fee may not be refunded.
5.5 Marriage Cancelled or Postponed
More than 14 days: If a notice to cancel or request to change the date of a marriage
ceremony is advised more than 14 days prior to the marriage date or Notice of
Intended Marriage expiry date, the Ceremony Fee may be refunded. The Notice of
Intended Marriage Lodgement Fee is not refundable.
Less than 14 days: If a notice to cancel or change of marriage ceremony date is
advised less than 14 days prior to the marriage date, a refund will not usually be
issued.
5.6 Unable to Comply with Requirements
If a client applies for a certificate and cannot comply with supply of information
required to access a record, a full refund of the application fee may be approved.
Note that in cases of non-compliance, priority fees will not be refunded. See 5.1.
5.7 Overpayment
If a client pays an amount exceeding the fees required, the amount of overpayment
may be refunded.
5.8 Change of Name - Certificate Fee
If processing has commenced on a change of name application and the applicant
cannot provide the required information, or they wish to withdraw their application,
the Registry may refund the Certificate Fee but not the Application Fee.
5.9 Other
The Registry may refund fees in other situations, according to relevant delegation
to approve refunds.
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 6 of 7
6 Exclusions
6.1 Ex Gratia Payments
This policy does not cover ex gratia requests. An ex gratia payment is money paid
in compensation for any inconvenience or loss suffered. Applications for an ex
gratia payment should be in writing, providing details and supporting documentation,
addressed to the Attorney General, and marked to the attention of:
The Director
Legal Services Coordination
NSW Department of Justice
GPO Box 6
SYDNEY NSW 2001
For further information on ex gratia payments please visit Lawlink website.
6.2 Change of Mind
A refund is not permitted for change of mind or if the certificate is no longer
required.
6.3 Client Error or Amendment
When an error or omission is made by the client (i.e. not a Registry error) the
original certificate must be returned to the Registry, along with sufficient evidence to
support the amendment. The normal certificate fee will apply for printing a new
certificate, irrespective of how long ago the certificate was issued.
7 References
Births, Deaths and Marriages Registration Act 1995
Births, Deaths and Marriages Registration Regulation 2011
(End)
NSW Registry of Births, Deaths and Marriages Date of Effect: 18 August 2014
PO 03-26 Refunds Policy Page 7 of 7
8 Document information
Title:
PO 03-26 Refunds Policy
Business Centre:
NSW Registry of Births Deaths & Marriages
Author/Title:
Manager, Finance Services
Division:
Finance Services
Approver:
Amanda Ianna, Registrar
Date of Effect:
18 August 2014
Next Review Date:
18 August 2015
File Reference:
BDM14/000809
Key Words:
Refunds, fees
Distribution:
Internet, Shared drive\Shared\Policies & Procedures
9 Document history
Version
Date
Reason for Amendment
1
28/07/2003
Created
2
05/05/2005
Revised
3
22/04/2005
Revised
4
19/06/2007
Revised
5
12/03/2008
Revised
6
03/12/2008
Revised
7
20/10/2010
Revised
8
26/05/2011
Completely reviewed
9
30/06/2014
Reviewed, new format
10
18/08/2014
Updated logo
