The Banking Code of Practice states:

21.1. We [the bank] will take and promptly process your:

21.2. We will not direct or suggest that you should first raise any such request or complaint directly with the debit user (but we may suggest that you also contact the debit user).

A similar provision exists in the Customer Owned Banking Code of Practice, which applies if the account is held with a credit union or mutual bank.

The ability to cancel a direct debit is an important safeguard to allow a person to control spending and avoid additional fees for overdrawn accounts. However, if the direct debit is for essential spending, care should be taken to ensure that there is an alternative way to make payment.

If a person is having difficulty with managing bills and debt generally, there is free help available financial counselling services such as the National Debt Helpline on 1800 007 007.