Refund Request

How to complete the form

Download and complete the Refund Request form appropriate to the period requiring correction. Submit the form via Online Services.

We have created a How to complete a Refund Request Guide to help you complete the form. Please refer to this guide for more information, contact your Employer Relations manager, or call 1300 852 625.

How to submit

All refund requests are submitted via Online Services. This streamlined submission process allows us to ensure all sensitive data submitted as part of your refund request is safe and secure within our platform.

User access

To submit a refund request, you will first need to be a registered user of Online Services and set up with Levies access.

Adding users and setting up their access can only be done by account managers. Please see more on how to manage users or speak with your account manager for access.

Submitting online

Once set up with the relevant access in Online Services, you can submit a Refund Request by completing these steps:

• Log into Online Services

• Navigate to the Levies section in the main menu

• Here you will see Levies, Adjustments and Refunds tabs in the main Levies screen

• Select the Refunds tab

• Download the latest version of the form from in the top right of the Refunds screen, select Refund Request form from the list

• Fill in the form with the correct details as required (see our How to complete a Refund Request Guide for assistance)

• Upload the completed form by clicking the +New button in main Refunds screen

• Select or drag and drop your .xlsx form file for upload

• Wait for the form to be checked, this is to ensure you are using the correct file format

• Once approved you will see a green tick appear, then click Done

• The form will now appear in your Open Refunds list ready to be validated for processing

Helpful tip: To assist you with uploading a batch of refund requests, you can submit up to 10 files at a time. A unique case number will be created for each file and appear in your list of Open Refunds.

Using the correct form

From time to time, we make improvements to our forms to ensure we are capturing the right information to help us process your refund request.

To avoid an error when uploading your form submission, it is important you use the latest version of the form each time you submit a refund request.

To ensure you are using the latest version, we recommend you download the form each time rather than using copies of previous forms submitted.

Downloading the form

You can download the Refund Request form directly from Online Services:

• Log into Online Services

• Navigate to the Levies section in the main menu

• Select the Refunds tab from the main Levies screen

• Download the latest version of the Refund Request form in the top right, select the correct form from the list

Not logged in? You can also access the latest version of the form from the Employer Resources section of this website.

Completing the form

Read our How to complete a Refund Request Guide for instructions on completing the Refund Request form.

File check and validation

When you upload a form to Online Services it will run two checks on your submission.

File check

The first is a file check to ensure the correct file type has been submitted.

If no errors are returned during the file check, a green tick will appear and your form will be uploaded for validation.

If errors are returned during the file check, a red error message will appear and you will be asked to upload the correct file type.

Please be aware that Online Services can only support your completed Refund Request form in Microsoft Excel format (.xlsx).

Form validation

Once the file has been uploaded, the second check is to validate the latest version of the form is being used.

If no errors are returned during validation, your submission will be validated and move to the ‘submitted’ status ready for processing by Coal LSL.

If errors are returned during validation, you have used an outdated form version and will be asked to re-upload the latest version of the form.

Rejection of a refund

Coal LSL may reject your refund request if it cannot be processed because of data issues, or if the additional information provided during the validation process is insufficient to process it.

If your case requires additional information, it will be flagged as ‘requires attention’ and you will receive a notification.