Questions and answers
Has my account number changed?
No, your account number has not changed. If you are unsure of your current account number, please refer to your previous invoices or statement of account. You can print a copy of your current statement using the online payment service.
Have the invoice references changed?
Yes, they have changed in the new finance system. In the old system the invoice had a reference number starting with ‘300’. In the new system, newly created invoices will have a number starting with ‘100’.
Why does my invoice and statement look different in the new 18/19 financial year?
The department transitioned to a new finance system in July 2018 and the way information is displayed on your invoices or statement of account has changed. Invoices and statements still provide you with the same information but the detail or the way it is displayed may vary.
I am a cargo broker/importer. Why do my AIMS invoices no longer have a backing sheet with the entry number and details?
Separate invoices are now issued for each AIMS entry. This means that you will be able to see charges per entry information on the actual invoice rather than trying to locate a range of invoice entries on a backing sheet. The number of invoices you receive will increase however, this provides better clarity and will significantly reduce the time it takes to reconcile your accounts.
Can I still use the Integrated Cargo System (ICS) to lodge import declarations in the Integrated Cargo System (ICS).
Yes. The way you submit documents for biosecurity assessment lodgments has not changed. You can make payments for the AIMS entry number if you already have one, or you can request a new one. If you are an account client with the department, you can choose to pay when you receive an invoice from the new finance system. If you are unsure of your account or non-account status, please email AR Help desk.
Do I need to provide remittance advice with each payment?
Yes, you will need to provide a remittance advice with each payment made directly to the department (i.e. paying an invoice on the payment portal will not require a remittance advice but paying a statement will still require one). A remittance advice must be emailed immediately to email@example.com to allocate the payments to the invoices you want paid. Delay in sending this may cause penalties to be incurred.
Why haven’t I received a tax invoice or receipt following my online payment?
The invoice or receipt is sent to your nominated email address and can take up to 15 minutes before it is received. If you do not receive your invoice or receipt within this timeframe please contact the Accounts Receivable helpdesk on 1800 647 531.
I requested a copy of an invoice through the payment portal, which email will it go to?
Invoice copies requested through the online payment service will go the default email on your account. If you need to update the default email, or if you would like an invoice copy sent to a different email address, please contact AR Helpdesk (1800 647 531).
I have a statement and the invoice reference numbers are all different?
Yes, the invoice reference numbers have changed in the new finance system. In the old system the invoice had a reference number starting with ‘300’. In the new system, newly created invoices will have a number starting with ‘100’.
Can I pay a specific invoice or invoices?
If you need to pay a specific invoice or invoices, you will need to pay each invoice individually online using a credit card, or pay through BPAY. If you are paying multiple invoices on a regular basis, then you should consider paying your statement balance using EFT.
How do I take up credit on my account?
If there is an unallocated credit on your account, you will need to contact the AR Helpdesk to have the credit applied.
Can I still pay with a credit card over the phone?
In some exceptional circumstances you will be able to pay over the phone with a credit card. If you do not have an account, invoice or a statement but need to make a one off payment, you can call 1800 647 531 and pay over the phone by credit card.
The BSB on my invoice is not recognised by my accounting software. How do I fix this?
Given the BSB on your invoice was established quite recently, it may be necessary to update the BSB table in your software. The BSB details can be found in the Australian Payments Clearing Association BSB Data.
Can I use the online payment service to pay an invoice with an old reference number (e.g. 300)?
Yes, you can still pay your invoice with the ‘300’ reference numbers.
What bank account should I pay into?
The bank account details are on the second page of your tax invoice, under ‘EFT’ in the ‘How to pay’ box.
How will my EFT payments be allocated?
Your payment will sit unallocated on your account and must be manually allocated. A remittance advice must be emailed immediately to firstname.lastname@example.org to allocate the payments to the invoices you want paid. Delay in sending this may cause penalties to be incurred.
Can I pay multiple invoices using BPAY?
Yes. You can pay multiple invoices by using your account code (e.g. 102010100000) as the BPAY reference.
Please note, invoices issued from 2 July 2018 cannot be paid via BPAY.
These invoices will need to be paid via credit card through the department’s online payment portal, electronic funds transfer or cheque. More information about these payment methods can be found on the How to Pay page.
We are working to resolve this issue and apologise for any inconvenience.