Surcharges and Customer Trust After the Card Surcharge Ban

Surcharges have always been a sensitive topic for customers. Nobody likes a fee they didn't see coming, and a surprise at the counter can undo an otherwise good experience. With card surcharges on eftpos, Mastercard and Visa now gone, the question for most businesses is how to handle the fees that remain, and how to keep pricing clear while they adjust.

What Changed on 1 October 2026

Following the Reserve Bank of Australia's review, eftpos, Mastercard and Visa introduced rules that stop businesses adding a surcharge when a customer pays with their cards. That covers debit, credit and prepaid cards, in store and online. If your terminal, website or invoices still add a card fee, switch it off.

According to the RBA, the change does not apply to weekend surcharges, public holiday surcharges, booking fees, or service fees for services you actually provide.

Be Upfront About the Fees You Still Charge

If you charge a weekend or public holiday surcharge, customers should know before they order, not when they pay.

• Clear signage: Show the surcharge on a sign at the entrance and at the counter, not just on the receipt.
• On the menu: If you run a cafe or restaurant, print weekend and public holiday surcharges clearly on the menu.
• Staff training: Make sure your team can explain the surcharge simply and politely if a customer asks.
• The rules on displaying prices: The ACCC has guidance on how prices and surcharges must be shown. Read it, and get advice if you're unsure.

Remove Old Card Surcharge Notices

An old card surcharge sign left on the counter or the website tells customers something that is no longer true. Check your counter signs, menus, website, receipts, quotes and terms and conditions, and take down any reference to a card surcharge.

Explain Price Changes Honestly

Some businesses will adjust their prices to absorb the cost of accepting cards. If you do, be straightforward about it, and make sure your team can explain why prices have moved if a regular asks.

Know Your Real Cost of Accepting Cards

Without a surcharge to recover card fees, what you pay your provider matters more. Add up all the fees on your merchant statement and divide by your total card sales to find your effective rate, then compare it with other providers. Our guide to least-cost routing explains one way to bring it down.

How KBServices Can Help

We can check that card surcharging is switched off on every terminal and look at what you're paying to accept cards. See how much you could save, contact us or request a quote.