If you’re dissatisfied with the experience you’ve had with Coles Prepaid Cards, you can access our complaints handling procedures and we’ll try to make things right.
How we will assist you
If you wish to use Indue’s complaints handling process, you simply need to call the Coles Prepaid Cards Customer Support Centre (“Customer Support Centre”) on 1300 095 072 (Monday to Friday 8am to 8pm, Saturday 8am to 1pm (AEST)).
Alternatively, you can write to prepaidcards@coles.com.au or to the following address:
PO Box 523, Toowong, QLD 4066.
When you call or write to the Customer Support Centre using the above contact details, and express dissatisfaction with a Coles Prepaid Gift Mastercard, the Customer Support Centre will handle your matter in accordance with this complaints policy.
All complaints will be handled in a fair, transparent and timely manner. You may be asked for more information after you first make your complaint.
This will be asked for only if the extra information is necessary to resolve your complaint and Indue will only take account of relevant information.
If you have any questions concerning the complaints and disputes process, you may contact Indue on 07 3258 4222 and ask to speak to the Customer Support Centre Manager.
Reviews and Timeframes
If your complaint cannot be resolved straight away when you first contact the Customer Support Centre, a Customer Contact Officer will get in touch with you within 24-48 hours of receiving your complaint. At this time, the Customer Contact Officer will advise you of the resolution of the complaint or will acknowledge that an investigation of your complaint is underway.
Indue will attempt to resolve your complaint to your satisfaction. If Indue resolves your complaint in your favour within 5 business days of receiving your complaint, a Customer Contact Officer will be in touch with you to let you know. This may only be by phone. If you want to receive written confirmation of the resolution of your complaint, please let the Customer Contact Officer know and they will arrange to provide that in writing to you.
If Indue needs more time to investigate the matter, it will write to you to let you know and, if necessary, request further details from you. Within 21 days from receiving your complaint (or from receiving enough information from you to investigate your complaint), Indue will write to you to let you know the outcome of its investigation. Alternatively, it will notify you that it needs extra time (not more than an extra 24 days) to complete its investigation.
If your complaint remains unresolved at the time that is 21 days from when Indue received your complaint with sufficient information to investigate it, your complaint will be reviewed by Indue’s Customer Support Centre Manager.
Unless resolved within 5 business days, Indue will communicate the outcome of its investigation to you in writing.
