NSW Takes Decisive Steps Against Unlawful Merchant Fee Practices

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

During a review of the 2023-24 financial statements, the NSW Auditor-General highlighted the issue of unauthorized fee surcharges. The revelations were surprising, bringing the matter forcefully to the notice of the current administration.

For years, legal advice from the Crown Solicitor's Office, beginning in February 2016 through December 2022, consistently warned against the unlawful imposition of merchant fees by Service NSW. Despite such advice, over 92 million transactions incurred charges close to a whopping $144 million. The surcharges, conceptualized as cost recovery for transaction fees by payment providers, were initially sanctioned by NSW Treasury in 2012.

The spotlight is on mini transactions such as 30 cents for a driver's licence renewal, 29 cents for a marriage certificate, and a $1.92 fee to renew a small car registration. These seemingly small fees added up, creating a significant financial burden on the public.

With this information now public, the current government, led by the Minns Labor administration, has moved swiftly, creating a dedicated incident management taskforce to stem these unauthorized charges and to mitigate future occurrences.

Notably, customers affected by these charges are urged to register for updates regarding the government's corrective measures through Service NSW channels either online at the official website or via their service hotline.

The Ministers for Customer Service, Digital Government, and Finance, have sought an independent inquiry by requesting the NSW Ombudsman to investigate potential maladministration. The department's Secretary has also escalated the case to the Ombudsman and the Independent Commission Against Corruption, highlighting concerns over ignored legal advice.

A proactive approach by the new taskforce has successfully shut down over 80% of unlawful surcharges in Service NSW transactions and more than 90% of online payments. For now, all other remaining transaction fees, including those from in-person credit card terminals, are being rapidly phased out. To accommodate citizens, Service Centres are offering surcharge-free payment alternatives, such as cash payments.

Amid ongoing remedial undertakings, the NSW government has instructed all departments to audit their merchant fee practices by the end of November to ascertain legal oversight and compliance, echoing Minister for Finance Courtney Houssos’s comments: “Families, households, and businesses expect governments to act within the confines of the law.”

Minister Jihad Dib also emphasized the urgency, stating: “Our priority has been to halt these charges swiftly.” He underscored the ethical need for transparency regarding the past continuation of these fees despite the legal advisories.

Published:Monday, 4th Nov 2024
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Finance News

Clear

Business Borrowing Stays Strong as May Credit Data Lands

07 Jul 2026: Paige Estritori

The latest Reserve Bank of Australia financial aggregates show that borrowing demand has remained resilient, with business credit again leading the way. Released on 30 June 2026, the May figures show total credit rising by 0.7% over the month and 8.2% over the year. Within that, lending to non-financial businesses rose 1.0% in May and 9.9% across the year, outpacing both housing and personal credit. - read more

What the RBA’s New Policy Toolkit Means for Borrowers

30 Jun 2026: Paige Estritori

The Reserve Bank of Australia has released a new framework explaining how it would approach additional monetary policy tools if the cash rate were again pushed close to zero and the economy still needed support. While that may sound distant from today’s lending market, the document matters for borrowers because it clarifies how the central bank thinks about future credit conditions, lender funding costs and the transmission of lower rates through the economy. - read more

Business Borrowing Keeps Climbing as Rates Stay High

23 Jun 2026: Paige Estritori

The latest Reserve Bank of Australia credit figures show borrowers are still leaning on finance, even as elevated interest rates continue to test household budgets and business cash flow. The April 2026 data points to a lending market that is not retreating, but becoming more selective, with business credit remaining the strongest area of growth. - read more

RBA Holds Cash Rate Steady at 4.35% in June 2026

16 Jun 2026: Paige Estritori

The Reserve Bank of Australia (RBA) has decided to maintain the official cash rate at 4.35% during its June 2026 meeting. This decision comes amidst a backdrop of economic uncertainties and persistent inflationary pressures. - read more

RBA Holds Cash Rate at 4.35% Amid Economic Uncertainty

09 Jun 2026: Paige Estritori

The Reserve Bank of Australia (RBA) has decided to maintain the official cash rate at 4.35% during its June 2026 meeting. This decision comes amidst a backdrop of slowing economic growth and persistent inflationary pressures. - read more

Click for more Finance News