Dispute debit orderFAQs

These changes are part of an industrywide initiative led by the Payments Association of South Africa (PASA), the South African Reserve Bank (SARB) and the Financial Sector Conduct Authority (FSCA) to:

• reduce the abuse of long-term reversals;

• improve operational efficiency and compliance; and

• align dispute processes across all debit order systems. 

No. Under the new rules, disputes after 60 days will no longer be allowed. After 60 days, you will need to contact the creditor directly.

No. Valid DebiCheck debit orders (those that meet the criteria of an authorised mandate) will remain non-disputable.

You cannot dispute a DebiCheck debit order because it was electronically authorised by you through your bank. Under the updated industry rules, valid and authorised DebiCheck collections remain non-disputable.

You can raise a dispute within 60 days of the debit order date by:

• contacting your relationship manager or client services manager;

• calling our helpdesk on 0800 555 111; or

• providing supporting documentation (e.g. proof of an unauthorised debit). 

• Review your debit order activity regularly and raise any disputes within the 60-day time frame. 

• Authenticate mandates carefully before approving them.

• Report any suspicious or unauthorised transactions immediately.

Yes. Any EFT debit order dispute lodged before 11 April 2026, including those already in the post-40-day manual process, will continue and be completed under the old rules.