Surcharges on eftpos, Mastercard and Visa payments were removed from 1 October 2026, and the Reserve Bank's guidance points shoppers who still encounter one to four avenues: the business, the card network, their state or territory consumer agency and, for misleading price displays, the ACCC.

A month into the new rules, most Australians paying by card will have noticed fewer extra charges at the register. But changes of this kind rarely land perfectly everywhere at once. Some businesses may still be updating systems, some fees may look like surcharges without being covered by the ban, and in some cases a charge may simply be wrong.

The Reserve Bank of Australia's frequently asked questions on its retail payments reforms set out where consumers can go if they think they have been charged a Surcharge that should no longer apply. Before working through those options, it helps to be clear on what the rules do and do not cover.

First, check what kind of charge it is

According to the RBA FAQ, surcharges were removed on eftpos, Mastercard and Visa payments from 1 October 2026. PayPal's removal followed on 5 October 2026. American Express and UnionPay are also removing surcharges, although they are not formally regulated by the RBA.

Some charges are explicitly outside the ban:

  • weekend and public holiday surcharges
  • booking fees
  • service fees.

Businesses are also still allowed to offer discounts for particular payment methods.

The distinction is about what the charge is for. A fee added because you chose to pay with eftpos, Mastercard or Visa is the kind of surcharge the reform removed. A fee tied to the day of the week, a booking or a service is a different matter. Reading the receipt, or asking what a line item represents, is a sensible first step before taking things further.

The four avenues

If a charge does look like a card surcharge that should no longer apply, the RBA FAQ points to the following options.

1. The Business itself. The simplest path is often to raise it directly with the merchant. A business may not realise its point-of-sale settings still add a surcharge, or staff may not be aware of the change. A polite query at the counter, or a message afterwards, can resolve many cases quickly.

2. The card network. Consumers can also raise concerns with the card network involved, such as eftpos, Mastercard or Visa. The networks sit at the centre of the card payment system and have their own relationships with the institutions that serve merchants.

3. The state or territory consumer agency. Each state and territory has a consumer protection agency, and the FAQ lists these as a place to take complaints. This avenue may suit situations where a direct approach to the business has not worked.

4. The ACCC, for misleading price displays. Where the concern is about how prices are displayed, such as a price that does not reflect what is actually charged, the FAQ directs consumers to the Australian Competition and Consumer Commission.

The FAQ does not set a required order for these steps. In practice, starting with the business and escalating if needed is a common-sense approach, but consumers can choose the avenue that fits their situation.

What to have ready

Whichever route a shopper takes, clear information will help. Useful details might include:

  • the name and location of the business
  • the date and approximate time of the purchase
  • the payment method used, such as eftpos, Mastercard or Visa, and whether it was a card or phone tap
  • the amount of the extra charge and how it was described on the receipt or screen.

None of this is a formal requirement set out by the RBA; it is simply the kind of information any of the four bodies would likely need to understand what happened.

Why the RBA cares about getting this right

The reform is not only about the line on a receipt. Ellis Connolly, the RBA's Head of Payments Policy, told the Australian Finance Industry Association on 20 October 2026: "we're really trying to put downward pressure on merchants' payment costs". The surcharge removal came alongside lower domestic interchange caps from 1 October 2026, which affect what businesses pay to accept cards.

Transparency measures are being phased in to support that aim. On 30 October 2026, card networks and large acquirers began publishing card fee information. By 30 January 2027, large acquirers are due to publish the pass-through of interchange cuts. From 1 April 2027, all acquirers must provide more detailed merchant statements, and interchange caps will apply to foreign-issued cards.

The stakes are high because cards are so central to daily life. Connolly said cards account for 75% of payments, based on a consumer survey the RBA has run every three years since 2008, with nearly 50% of card payments now made via mobile wallets. Whether paying by plastic or phone, an eftpos, Mastercard or Visa transaction falls under the same surcharge rules.

Shoppers' sensitivity to small charges is understandable. Monthly headline CPI Inflation reached 4.3% over the year to September 2026, while underlying (trimmed mean) inflation was 3.7% over the year to the September quarter. On 3 November the RBA's Monetary Policy Board raised the cash rate target to 4.85%, saying in its statement that "Inflation remains elevated and recent data indicate that it is broadly based."

Surcharge rules will not change those broad figures on their own. But when prices are rising, households tend to scrutinise every line on a bill, and knowing where to turn can save frustration.

Governor Michele Bullock told the Senate Economics Legislation Committee on 28 October 2026 that payments regulatory priorities are due by the end of 2026, with consultation on prioritised issues by mid-2027. Any further changes would come through that process.

The bottom line

If an extra charge appears for paying by eftpos, Mastercard or Visa after 1 October 2026, shoppers have options. They can raise it with the business, contact the card network, or approach their state or territory consumer agency, and concerns about misleading price displays can go to the ACCC. Before doing so, it is worth checking whether the fee is one the ban does not cover, such as a weekend, public holiday, booking or service fee. A clear record of what happened makes any of those conversations easier.