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FAQ’s

1. About Bree

What is Bree, how does it work and more.

What is Bree?

Bree is the perfect bill management app for anyone who hates dealing with bills, paying pesky late fees because life got in the way or the thought of paying too much and having to shop for better deals.

Bree pays your bills on time, lets you break down bulky bills into manageable interest free repayments all while finding you better deals to help you save money on your bills.

All this without you lifting a finger.

Bree is all about taking care of those crappy life admin tasks no one wants to (or has time to) do.

Bree can pay utility bills (gas, water, electricity, phone, internet, council etc.) as well as most bulky car bills like registrations* and CTP* although these have some special conditions. Basically, if it’s payable by BPAY®, we can pay it for you.

Why consider Bree?

Raise your arm if you’ve said, “I think my (insert utility) is charging me too much. I will call them this week and ask for a better price”. This week comes and goes, you never make that call and continue living your life paying too much for your bills. Life is too good to be trapped in this vicious cycle. Don’t you think? That’s why you should consider Bree.

If having a personal assistant who’s constantly looking out for better deals for you isn’t enough of a reason then maybe this is:

Bree pays your bills for you on time helping you avoid late fees and maximise on-time discounts all while breaking the bill repayments into interest free bite size chunks. Bree does all this for a small fee of $14.28 / month.

Why have I been declined from signing up to Bree?

We do hate saying no to people but there are a few occasions where Bree may not be for you, or you may not be for Bree.

For example, Bree may not be able to provide services to anyone who has low credit score, no credit file, a debt arrangement, has recently defaulted or is bankrupt. When signing up, Bree will complete a credit check to see if Bree is a good fit for you. We need to ensure that everyone uses Bree in line with our Bree App Terms & Conditions.

For the safety and security of our members and partners, Bree also completes an identity check on sign up. You may not be able to continue signing up to Bree if you are not able to pass the identity verification.

If there are any issues and you would like our team to review the decision manually, just reach out to us on support@meetbree.com.au or on live chat.

How does Bree work?

We’ve broken down the process from start to finish for you:

  1. You can download the Bree App for free from Google Play or the App Store.
  2. Sign up and complete the identity verification.
  3. Bree conducts a quick credit check (this does not mark or impact your credit file. It is purely used to determine your credit score and check for any defaults, debt arrangements or bankruptcies).
  4. If approved, your account is created, and Bree will unlock your credit limit (the amount may vary depending on your credit score)
  5. Enter add a valid repayment card which you will use to repay any credit you spend. We recommend using a debit card.
  6. Set up is then complete, and Bree will provide you with a personalised forwarding email address where you can send your bills as they arrive or better yet, set up this email directly with your utility provider to automate the forwarding of future bills.
  7. When you forward a bill to Bree, you will receive a confirmation email and push notification once Bree has received your bill.
  8. Then you can choose how much of the bill you want Bree to pay (you can pay the whole bill or just part of it – the only exception is CTP and registration which you can only pay in full).
  9. Then choose when you would like Bree to pay the bill and Bree will split the repayments into 4x fortnightly instalments from the day you approve or schedule the bill.
  10. The first time you approve a bill is when you’ll need to subscribe for $14.28 / month. Once subscribed, you’ll be able to approve the bill for payment.
  11. Bree will then pay the provider for you and charge your funding account for the first instalment + your first monthly fee as soon as we pay the bill. Eg. If your bill is $1o0, Bree will charge you the first instalment of $25 upfront + the $14.28 monthly app subscription.
  12. Future fortnightly instalments will be deducted from the same funding account – Bree will handle all the maths, so don’t worry.
  13. From here, all you need to do is ensure you have sufficient funds in your account when instalments are due – again.
  14. Once Bree has your bills, she gets to work looking for better deals to save you money.

Bree takes your latest electricity bill for an instant comparison. If she finds you a better deal on your electricity bill, you’ll receive an email with a link to review the options she found.

  1. You can choose the option you want and switch providers in just a few clicks.
  2. Rinse and repeat for future bills.

2. All About Bills

Supported bills, missing info on bills, special instructions for bills and more.

How do I add my bills to Bree?

Supported bills, missing info on bills, special instructions for bills and more. 

When you receive your email bill, simply forward it to the unique Bree email address provided to you in the Bree App. Then, all you need to do is make sure your bill has the PDF attachment. You’ll notice that some email bills don’t have the PDF attached and come with a link to download the PDF. If this is the case, just download the PDF bill and send an email to the same unique Bree email address with the PDF attachment.

Bree does her best work with PDF bills. She needs to clearly see the company the bill is from, due date, bill amount and the BPAY® details, including the biller code and reference number. If you send through a photo or a scan of the bill and it is unclear or has any cropped information, Bree may have issues reading it.

You can also share your unique Bree email address with your bill provider. This way, all future bills will automatically be added to your Bree Account if the email bill they send you has the attached PDF.

Then, confirm how much of the bill you want us to pay and voilà!

* There are some bills, such as vehicle registrations and CTP, that we cannot part-pay. This is because the biller requires us to pay the fixed full amount. If you have a rego or a CTP due that is over your account limit then you won’t be able to pay this with Bree. For example, if your account balance is $500 and your CTP bill is $525, Bree won’t be able to pay this for you. But if you have $1,000 account balance and your CTP bill is $525 then Bree can process this payment in full.

Does Bree only accept PDF bills?

Bree does her best work with PDF bills but she can also read scanned bills or images. As long as the company the bill is from, the due date, bill amount and the BPAY® details, including the biller code and reference number are clearly visible, Bree can pay the bill. If you send through a photo or a scan of the bill and it is unclear or has any cropped information, Bree may have issues reading it.

You will receive an email and push notification once Bree receives your bill or an error alert if we couldn’t process your bill. If you haven’t received any of these notifications, there could be an issue with the email you sent so double check your sent box or send again. If you have any issues sending bills, just reach out to our friendly team at: support@meetbree.com.au

How do I automate sending Bree my bills?

You can contact your utility provider and ask them to add your unique Bree email address to your account to receive future bills. If your utility provider gives you a self-serve online account, you can add your Bree email address there. As long as the email bill they provide you includes the PDF attachment Bree should be able to receive it and any future bills will be automatically added to your Bree Account. This is the best way to really get that hands-free experience with Bree.

You will receive an email and push notification once Bree receives your bill from your provider or an error alert if we couldn’t process your bill. The most common issue with processing bills directly from your provider is that they may not attach a PDF bill, but provide a link to the PDF instead. In this case you will receive an alert that we couldn’t process your bill.

If you haven’t received any of these notifications, there could be an issue with the email the provider is forwarding you, so double check with them that they have the correct details. If you have any issues, just reach out to our friendly team at support@meetbree.com.au or on live chat.

Which bills can Bree pay for me?

Supported Bills

Bree pays most utility bills like gas, water, electricity, internet, mobile, council rates as well as car registration* and including CTP green slip renewals – although these have some special conditions. As long as we have all the necessary details and can clearly see the company the bill is from, due date, bill amount and the BPAY® details, including biller code and reference number, we can process the bill. We highly recommend sending the PDF from the utility provider. If you have any problem finding this, you can always contact us at: support@meetbree.com.au.

* There are some bills, such as vehicle registrations and CTP, that we cannot part-pay. This is because the biller requires us to pay the fixed full amount. If you have a rego or a CTP due that is over your account limit then you won’t be able to pay this with Bree. For example, if your account balance is $500 and your CTP bill is $525, Bree won’t be able to pay this for you. But if you have $1,000 account balance and your CTP bill is $525 then Bree can process this payment in full.

Unsupported bills:

We cannot pay a few bills, including rent, lodging, or credit agreements (such as a loan or debt repayments). We also don’t process any discretionary spending, like going on vacation or buying things at the store.

If you want to double check if your bill is supported, feel free to email our Support Team at: support@meetbree.com.au. Alternatively, you could upload your bill for our team to review using your special Bree email.

What details must my bill contain before I upload it?

When Bree pays a bill on your behalf, we need to see information about the bill, such as the due date, the total amount owed, and the BPAY details.

What details are required?

  • The total amount of the bill
  • Due date
  • BPAY biller code and reference number
  • Provider details, including name and ABN

We may need some extra details to pay some bills. For example vehicle registration or CTP insurance, we may need the following:

  • CTP certificate number
  • Registration plate number
  • Policy number
  • Account number
  • Insurance option you choose

You will receive a notification if there are any issues with paying your bill. Feel free to reach out to our team at support@meetbree.com.au.

My bill shows all the information mentioned above, but I still receive a notification that my bill could not be processed?

We all know Bree is super helpful but she is also learning. So if there are any issues processing your bill, just email us at support@meetbree.com.au or jump on live chat and we will work together with our tech team to get you a solution. There may be some instances where we cannot process your bill because it is an unsupported type.

We cannot pay a few bills, including rent, lodging, or credit agreements (such as a loan or debt repayments). We also don’t process any discretionary spending, like going on vacation or buying things at the store.

If you want to double check if your bill is supported, feel free to email our Support Team at: support@meetbree.com.au. Alternatively, you could upload your bill for our team to review using your special Bree email.

Does the bill have to be in my name?

The bill doesn’t need to be in your name. We confirm your identity as the account holder when you sign up to Bree. So any bills you upload are considered yours.

When is the latest I can submit my bill to be paid on time?

Bree needs to receive your bill and you need to approve it for payment at least 5 working days before the due date. This will allow Bree enough time to sort out any unexpected issues that may arise from processing your bill as well as allowing enough time for the BPAY payment to be received by your utility provider.

What time will my bill be paid?

The payment is made as soon as you approve the bill or the day you schedule the bill if a future bill. Please ensure you have enough money in your account to pay your first instalment and future instalments on time.

If you have any questions, please don’t hesitate to contact us at support@meetbree.com.au.

When will my biller receive the payment?

Billers may not see payments for up to three business days. However, when they do, you should be able to tell that your account was paid on the day we sent the money.

We guarantee that Bree will pay any late penalties or forfeit discounts if we pay a bill on a specific day but it is not recognised as paid on that day.

If you have any questions, please don’t hesitate to contact us at support@meetbree.com.au.

What if my bill is more than my available balance?

In most cases, Bree can be used to part-pay a bill too! You are in total control and can choose how much of your balance is used towards a bill. For example, if your account limit is $500 and your bill is $575, we can pay $500 towards this bill for you and you would just need to pay the remaining $75 directly from your account.

Exceptions:

There are some bills, such as vehicle registrations and CTP, that we cannot part-pay. This is because the biller requires us to pay the fixed full amount. If you have a rego or a CTP due that is over your account limit then you won’t be able to pay this with Bree. For example, if your account balance is $500 and your CTP bill is $525, Bree won’t be able to pay this for you. But if you have $1,000 account balance and your CTP bill is $525 then Bree can process this payment in full.

How many bills am I able to put off?

You can postpone as many bills as you like up to your approved limit.

3. Repayments

Payment schedules, moving my payments and more.

How do my repayments work?

You decide when you want Bree to pay your bill. It could be the day you process it or a future date. Bree will then pay the bill over 4x fortnightly instalments with the first instalment paid the day you approve the bill to start. The first repayment will be deducted from your card the day Bree processes the bill.

For example, you upload your $100 phone bill on Monday but you don’t get paid until Thursday. You could schedule your bill to be paid on Friday. The first repayment of $25 will be deducted from your card the day Bree processes the bill (If it’s your first bill with Bree and you have just subscribed to pay your first bill, then you will be billed the $14.28 subscription fee plus the first repayment) and then you will be billed $25 every 2nd Friday for the next 3 fortnights.

Once the repayment schedule is set, the only way to make changes is by contacting our team at: support@meetbree.com.au.

How will I remember to pay my bills when they're due?

When you log into your app, you can always see your payment schedule, including upcoming instalments.

How do I see confirmation of payment?

You can see all payment transactions for each bill within the Bree app, including payments and upcoming transactions.

I would like to move my repayment.

If you need to modify your repayment schedule or push back a payment, contact our team at support@meetbree.com.au.

Can I make an early repayment?

Absolutely! By signing into your Bree account through our app, you can pay any of your instalments ahead of time.

Go to the Calendar view, choose the scheduled repayment you want to pay. Click ‘Pay Now’ to pay any time.

It costs nothing extra to pay in advance.

4. Financial Hardship

Issues with payment and financial hardship

Can I transfer/postpone a repayment via the app?

Unfortunately, not. Once the schedule is set for your repayment, it can’t be moved without contacting our support team.

If you have any questions, are struggling to make your repayments or are suffering from financial hardship, please don’t hesitate to contact us at support@meetbree.com.au or on live chat and our friendly team will look after you.

I am having problems paying my bills. What can I do?

Bree was created to help you take a load off your plate. As a community, we are always here to help. If you are suffering from financial hardship, please don’t hesitate to contact us at support@meetbree.com.au or on live chat and our friendly team will look after you.

Can you help? I’m going through financial hardship.

Of course! If circumstances prevent you from making a payment there are several choices you can access in these situations, and we’re always willing to assist.

Reach out to one of our Bree team on support@meetbree.com.au or live chat to let us know if you’re having trouble, and we’ll work together to improve things.

5. Managing my account

Updating account details, accessing your account and more.

How to update my personal details

Bree captures some personal details at the time of identification. If you need to update this information, please contact our friendly Team Bree Support by email on support@meetbree.com.au or via Live Chat.

How do I add or modify the card used to pay my repayments?

You’ll need to have at least one payment card saved to your Bree account for us to process your repayments. To add or modify the card we use for your repayments just jump into the Bree App. Click on “Account”, then “My Repayment Card”, and update or remove your cards.

You can add up to five cards and choose which one is the default card for payments. It will need to be a debit or credit card, and where there is only 1 payment source, this becomes your default.

We only take payment from the card you have chosen as the default.

Can I increase my monthly bill limit?

At this stage, the maximum limit available is $1,000; however, the amount you are approved for depends on your credit score. In future, Bree will be adding a self service feature to re-assess your credit limit ff your credit score improves. In the mean time for more information about increasing your limit, please email our support Bree Team at: support@meetbree.com.au, and we can help you through it.

How can I close my account?

You can keep your account open but cancel your subscription if you don’t need Bree to make payments for now. This way, Bree can keep finding you better deals for free. 

If you still want to leave Bree and close your account, you can go to your Bree App and select the ‘Account” menu. Then, on ‘My Bree subscription’, select ‘Manage’. Finally, click on ‘Request Cancellation’. Or send a cancellation request to support@meetbree.com.au. It could take up to 3 business days to cancel your account, but we will cancel any future subscription fees immediately (unless a payment has already been processed on the day). If there are any repayments owing on your account, we will finalise account closure once all outstanding repayments have been received.

Either way, it’s not goodbye. Bree is always here – whenever you need her.

6. Security

Why do I have to complete an ID check?

We will require a valid Australian driver’s licence or passport to verify your identity. An international passport may also be used by valid visa holders.

Additionally, Bree may ask you to do a liveliness check that uses biometric facial recognition technology to confirm that you are the same person that was previously identified.

If we can’t verify your identity, you may be required to manually send a photo of yourself holding up your legitimate forms of identification to our Team Bree support at support@meetbree.com.au. For our members’ protection, if we cannot verify your identity, you will not be able to open an account with Bree.

7. Troubleshooting

I'm unable to log in.

No stress – we can help get you signed into your account! You can chat with us through our website: meetbree.com.au or email us at support@meetbree.com.au, and we will help you get it sorted.

The mobile app is giving me dramas.

We update the Bree App regularly, so make sure you keep your app up to date with the latest version. If you have the latest update and are still experiencing issues, try deleting the app and download it again to ensure you have the most recent version.

If you have any issues, reach out to our friendly team at support@meetbree.com.au or on live chat.

You can submit a screenshot of the issue as an attachment or a brief description, and we’ll try to repair it and get you back online as soon as possible!

8. Fees

What are the fees, missed fee payments and more.

Is Bree really interest free?

Yup —we never charge interest – ever!

That’s correct—we never charge interest and disapprove of late fees.

Let's cut to the chase… What does Bree charge?

We charge a $14.28 monthly subscription fee. This is charged when you approve your first bill for payment and then every month after that until cancelled.

After having a Bree account for a whole year, you are treated as family and receive our family and friends discount on your monthly subscription. Yup, this means your monthly subscription goes from $14.28 / month down to $10.40 / month.

Bree never charges late fees or interest.

Card Processing Fees

In our first phase of launch, Bree will not be charging card processing fees.

When do I pay the app monthly fee?

Downloading the Bree App is free.

When you sign up, you can upload your bills using your ‘unique Bree email address’ for FREE and we will look for better deals for you. If you need help with managing bill payments or breaking them down into bite size chunks that you can pay off over time, you can choose to subscribe for just $14.28 per month on approval of your first bill.

This fee will be charged on the first instalment date and then the same date each month after that unless cancelled. The exception is if the first instalment date is the 29th, 30th or 31st, then the fee will be taken on the 28th.

The fee is always taken from your default payment source; this can be either a debit or a credit card. Customers can have a maximum of 5 payment sources loaded against their account and can change the default at any time through the app. Where there is only one payment source, this is automatically the default.

This flat fee means you can upload unlimited bills. As long as you have an active subscription, Bree will pay your bills for you up to the value of your approved account balance and we will continuously look for better deals to help you save.

You can cancel your subscription at any time if you no longer wish to use the payment service and keep your account open for free, ready to use again when you need us. If you decide to cancel your subscription, you can go to your Bree App and select the ‘Account” menu. Then, on ‘My Bree subscription’, select ‘Manage’. Finally, click on ‘Request Cancellation’. Or send through a cancellation request to support@meetbree.com.au.

The Bree team will also keep an eye on your account – if you are inactive for 90 days but are still paying a subscription, our team will get in touch to help you cancel it. We DO NOT want to be like your gym – charging you for something you don’t use. Bree is here to help – with every bone in her A.I body.

What happens if I fail to pay the monthly fee?

You may still upload bills and access your account if you miss a payment. You will not be able to approve payments for new bills until your subscription is active once more. However, renewing your subscription is simple through the app – you will be prompted to subscribe when you want to approve a new bill for payment.

What happens if I miss a bill repayment?

You will be notified via SMS and Email of a missed repayment. Bree will retry the repayment automatically after 24 hours.

SMS notifications should be sent immediately if the missed repayment occurs within business hours. An email notification will be sent immediately following missed repayment, regardless of business hours.

After the first failed reattempt, your Bree account will be blocked from uploading other bills. We will attempt to take payment again.

Once 30 arrears days, the debt will be handed over to external specialist collections.

If you have any questions or are suffering from financial hardship, please don’t hesitate to contact us at support@meetbree.com.au.

9. Other

Contact Bree, complaints, earning rewards and more.

I have a complaint

We created Bree to help give you back your time and to help you manage your money without feeling the stress of bills. If your complaint is specific to one of your bill providers then we recommend contacting them directly.

If you would like to provide feedback about Bree and how we can improve, just email support@meetbree.com.au. We are always working to improve Bree so she can keep working for you – so just know that your feedback really helps, even if that feedback is negative. It helps us improve our technology and improve our internal training.

We aim to respond to all complaints within 3 business days. We aim to resolve all complaints within 14 days.

Please note: Bree may request additional documentation from you to assist in resolving any complaints. If we cannot resolve the matter within 30 days, we will advise you in writing and provide a reason as well as an expected resolution time frame and the next steps that we will take to help.

Not satisfied with the outcome of our internal dispute resolution process?

If you aren’t satisfied with the outcome of your complaint after it’s been through our internal disputes process outlined above, you can contact the Australian Financial Complaints Authority (AFCA) using the contact details listed below:

Email: info@afca.org.au

Website: www.afca.org.au

Phone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

How can I reach Bree?

Our customer service centre is open Monday through Friday from 8 am to 8 pm AEST. You can contact us by using our live chat on our website: meetbree.com.au which has both a chat and a phone feature over the internet. You can also contact us via email at any time on support@meetbree.com.au

All live chat enquiries will receive a response from us instantly. If we need to escalate any enquiry, we will contact you within 24 business hours. Email enquiries will be answered within 1 business day.

Has Bree got a phone number?

We don’t have a phone number. But our Live chat has the option to call us. Our customer service centre is open Monday through Friday from 8 am to 8 pm AEST.

Is Bree safe?

Yes, 256-bit end-to-end encryption protects your connection to and from Bree.

To make sure that all of your information is secure, we frequently conduct thorough security, compliance, and privacy audits.

We verify all members that sign up to Bree using valid forms of identification, liveliness checks with biometric facial recognition.

Isn't it time you met Bree?

DISCLAIMER: The credit provided through the Bree application is provided to you by 1derful Lending Pty Ltd. Terms and Conditions and eligibility criteria apply.

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