Frequently Asked Questions

Coles Credit Cards

 

 

Using your card

Activating your card

When you log in to the Coles Mobile Wallet App  or the Online Service Centre you will automatically be prompted to activate your new card.

If you’re having difficulty activating your card through the Coles Mobile Wallet App or Online Service Centre, please call us on 1300 306 397.

Apple Pay and Samsung Pay

Yes, you can add your Coles credit card to both Apple Pay and Samsung Pay. Find out how to do this in our Apple Pay and Samsung Pay FAQs

You can set your Coles credit card as your default payment type on your iPhone by:

  • Going to ‘Settings’ and selecting ‘Wallet & Apple Pay’
  • Scrolling down to ‘Transaction Defaults’ and tap ‘Default Card’
  • Selecting your Coles credit card

If you use Samsung Pay you can’t set a default card, but if you are using the Simple Pay feature it will show you the last card you used.

Yes, you will collect the same number of Flybuys Points when you pay with your Coles credit card through Apple Pay or Samsung Pay as you would paying with your physical card. 

Keeping track of your balance

To view your current account balance, simply open your Coles Mobile Wallet App or log in to the Online Service Centre

To check your current account balance, you can call us on 1300 306 397

If you don't recognise a transaction, call us straight away on 1300 306 397. Alternatively, you may wish to contact the merchant directly and to try and resolve the dispute yourself.

Yes, you can. On your transaction list in the Online Service Centre, click ‘Search and filter’ at the top of the list. You will be able to filter the transactions you are seeking, and export to a range of formats by then clicking the ‘Download’ icon to the bottom-right of the filter settings.

Withdrawing cash

You can make withdrawals from your Coles Mastercard account at an ATM, via EFTPOS, over the counter at a bank, and at Australia Post.

You will be able to do this anywhere the Mastercard symbol is displayed, and when overseas, you can also access cash from any ATM that displays the Mastercard, Cirrus, Maestro, China UnionPay, TecBan, or SMBCTB symbols.

Standard Cash Advance fees and charges may apply, and for transactions overseas, currency conversion and other fees may apply.

Yes, standard Cash Advance fees and charges may apply, and for transactions overseas, currency conversion and other fees may apply.

Cash withdrawals are also charged interest at the applicable Annual Percentage Rate for Cash Advances.

 You can find information about the interest, fees and charges relevant to your card in your Financial Table. For more information, you can chat with us now by logging into the Online Service Centre and clicking the ‘Live Chat’ tab.

Paying with BPAY

Yes, if you have the BPAY Biller Code and Reference Number for the company you are making a payment to.

You can make BPAY payments through the Coles Mobile Wallet App or the Online Service Centre.

 In the Coles Mobile Wallet App, select ‘Payments’ and then ‘Pay Bill’ to make a payment to any BPAY Biller you have previously set up, or an ad hoc payment to a new BPAY Biller.

 In the Online Service Centre you can make payments to an existing BPAY Biller and set up a new Biller. You will also be able to review scheduled payments and manage your payees through the ‘My Payments’ section.

You can add and delete payees in the Manage Payees section of the Online Service Centre.

Yes. To schedule a payment for a later date, select “Future Date” when providing payment details. For a recurring payment, select “Schedule a recurring payment”.

No, there is no fee to use BPAY with your Coles credit card.

Updating your PIN

When you activate your card, we will automatically ask you to set your PIN.

You can change your PIN in the Coles Mobile Wallet App by selecting the card icon in the top right-hand corner of the dashboard and following the prompts.

You can also change your PIN in the Manage My Card section of the Online Service Centre. 

If you prefer not to set your PIN digitally, you can call us on 1300 306 397 and we can send you a new PIN in the mail. You will not be able to select a PIN of your choosing.

No, for security purposes your Additional Cardholder will need to set their own PIN.

Travelling overseas

No, you don’t need to tell us that you will be overseas. 

We recommend that you ensure your contact details are up-to-date, as we may need to send you an SMS or email to confirm that a transaction was made by you.

You may also want to add your card to Apple Pay or Samsung Pay  so that you will be able to continue paying with your Coles credit card in store anywhere you can tap and pay if your physical card is lost, stolen or damaged while you’re travelling.

We recommend that you add your card to Apple Pay or Samsung Pay before you travel, so that you will be able to continue paying with your Coles credit card in store anywhere you can tap and pay if your physical card is lost, stolen or damaged while you’re travelling.

Lost or stolen cards

To report your card as lost or stolen in the Online Service Centre select the card you’d like to replace and click ‘Manage My Card’  followed by ‘Report lost/stolen’ and follow the instructions.

Alternatively, you can call us on 1300 306 397.

Yes, you can easily lock your card through the Coles Mobile Wallet App or Online Service Centre in the Online Service Centre and prevent new transactions without affecting your established recurring payments or direct debits.

Coles Mobile Wallet App

Simply open the Coles Mobile Wallet app, tap the grey card icon in the top right corner and select ‘Lock Card’. You can easily unlock your card by following the same process

Online Service Centre

Simply log in to the Online Service Centre, select the card you’d like to lock and click ‘Manage My Card’ followed by clicking on ‘Card Status’ and then ‘Deactivate’.

Yes, if you report your card as lost or stolen, we will cancel and reissue your physical card. You will continue to be able to use your digital card through Apple Pay and Samsung Pay.

You’ll receive a new card with a new card number and new expiry date within 7 business days. When activating your new card, you will be asked to set up a new PIN, and you can continue to use Apple Pay or Samsung Pay without interruption. 

You’ll receive your card within 7 business days of you reporting your card as lost or stolen.

Suspected fraud 

Our internal fraud management systems identify unusual activity on your card and alert our security experts. When we detect possible fraudulent transactions, we will alert you by SMS or phone, 24/7, and confirm whether the transaction is genuine.

Our physical cards use chip technology to further protect your personal information. If you prefer to use a digital card through Apple Pay or Samsung Pay you can also choose to use biometric authentication to authorise your transactions.

You can learn more about how your account is protected against fraud on our Coles Shield page.

If you believe someone has fraudulently used your card, call us immediately on 1300 306 397.

If you don't recognise a transaction, let us know by chatting with us now by logging into the Online Service Centre and clicking the ‘Live Chat’ tab, or calling us on 1300 306 397.

Alternatively, you may wish to contact the merchant directly to try and resolve the dispute yourself.

 

 

Paying your account

What to pay

Your monthly statement will tell you the payment due, as well as the date the payment needs to be received by.

You will be charged a Late Payment Fee of $30 each time we don’t receive the payment due by the payment due date.

How to pay

As a Coles customer you can choose to pay your account through:

You can find details on how to make payments on your monthly statement.

A Direct Debit makes sure you pay automatically, so you don't have to worry about missing your due date. Simply provide your bank account details and tell us whether you prefer to pay your minimum payment or closing balance each month.

You can set up your Direct Debit online

Simply use the BPAY function through your bank with the following details:

  • Biller Code: 8862
  • Reference Number: Your 15 Digit account Number (please refer to your statement, as your account number may not be the same as your card number)

If you submit the BPAY request on a business day before 4:00pm Sydney time, we will usually receive the payment on the following business day.

You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash, EFTPOS or cheque. You will need your card and ATM PIN.

An Over-the-Counter Transaction Fee of A$2.25 will be charged to your account at the end of the month for each payment made to your account at Australia Post outlets when you use the Bank@Post facility.

 

 

Managing your account

Updating your details

You can update your address and contact details in the Manage My Card section of the Online Service Centre.

Just log in to the Online Service Centre and click “Update” next to your Flybuys Member Number.

When you update your Flybuys Member Number, you will be reissued a new card with the updated Flybuys number on the back. You will still be able to use your current card until you receive your new card.

You can do this by completing the Authority to disclose and maintain form and returning it to us.

You can choose whether the person can only make enquiries about your account, or also allow them to make limited changes to your account such as updating contact details for the account, requesting replacement cards and disputing transactions. This authority will remain in place until you tell us otherwise.

Your credit limit

The minimum credit limit for our cards is $2,000. If you have a Platinum card, the minimum is $6,000.

You can manage your limit through the Manage My Card  section within the Online Service Centre.

You can also request an increase or decrease to your credit limit by calling us on 1300 306 397.

Statements and notices

If you have used your card over the Statement Period or have a balance on your account, we will send you a statement that shows you how much you've spent, the amount you need to pay us, date the payment must be received by and how to make that payment.

A Statement Period is normally 30 days, and so if you use your Coles credit card regularly you should expect to receive a statement every month. All Coles credit card accounts will be sent a statement at least once every six months.

You can receive your statement by email or post.

 You can tell us how you prefer to receive your statement on the Statement Preference page within the Online Service Centre.

If you are enrolled in eCommunications, where possible we will send communications about your card or account to you via email. You will still need to maintain a current mailing address with us, as we can’t email all communications.

Notices sent to you electronically are also available anytime in the Online Service Centre.

Changes and closures

We can transfer your limit and balance to a different card type, provided you meet the credit criteria for the card you wish to transfer to. For more information, you can chat with us now by logging into the Online Service Centre and clicking the ‘Live Chat’ tab or by calling us on 1300 306 397.

You can have up to four Additional Cardholders on your account, and they need to be at least 16 years old and an Australian resident.

You can request to add an Additional Cardholder in the Manage My Card section of the Online Service Centre.

You can close your card in the Manage My Card section of the Online Service Centre. Select ‘Account closure request’ and follow the instructions.

Alternatively, you can request to close your account by calling us on 1300 306 397.


 

Your card benefits

Collecting points

We offer a range of credit cards with different benefits, and so the points you collect through your card will depend on the one you have:

Coles Rewards Mastercard (including Platinum)

You can collect 2 Flybuys Points per $1 on eligible spend1 up to and including $3,000 in each Statement Period, and 1 Flybuys Point thereafter.

For more information, refer to the  Coles Mastercard Rewards Terms and Conditions

Coles No Annual Fee Mastercard (including Platinum)

You can collect 1 point per $2 on eligible spend1.

For more information, refer to the Coles Mastercard Rewards Terms and Conditions

Coles Low Rate Mastercard (including Platinum)

When you shop at Coles, you can collect 1 Flybuys Point per $2 spent2.

For more information, refer to the Coles Mastercard Rewards Terms and Conditions

Coles Mastercard (formerly Coles Source Mastercard, and including Platinum)

You can collect 2 points per $1 on Flybuys Participating Retailer Spend3. You can see a list of these retailers under What are the Flybuys Participating Retailers?

The transactions you can collect points for will depend on the card you have:

  • If you have a Coles Rewards Mastercard or Coles No Annual Fee Mastercard, you can collect points on Eligible Transactions, which are purchases excluding (but not limited to) Cash Advances, Balance Transfers, Special Promotions, BPAY payments, purchases of foreign currency and travellers cheques, transactions made in operating a business, payments to other Citi accounts, bank fees and charges such as interest and ATM charges, transactions made using Flybuys Points and government related transactions.
  • If you have a Coles Low Rate Mastercard, you can collect points for your spend in Coles Supermarkets.
  • If you have a Coles Mastercard (formerly Coles Source Mastercard) you can collect points on Flybuys Participating Retailer Spend.

Customers with a Coles Mastercard or Coles Platinum Mastercard collect Flybuys Points for spend on their card at the following Flybuys Participating Retailers:

  • Coles Supermarket
  • Coles Express
  • Liquorland
  • Liquorland Direct
  • First Choice Liquor
  • K-mart (excluding K-mart Photo Centre)
  • Target
  • Target Country

The Coles Mastercard and Coles Platinum Mastercard are no longer available to new customers; the Coles Rewards (Platinum) Mastercard, Coles No Annual Fee (Platinum) Mastercard or Coles Low Rate (Platinum) Mastercard will not collect 1 point per $2 spent at Flybuys participating retailers but instead will earn points in line with the Earn Rate on that Card.

 

You choose how you would like to be rewarded. As a Coles credit card customer you can choose to take $10 off your Coles Supermarket shop4, every time you redeem 2,000 Flybuys Points at the checkout, or redeem for over 1,000 rewards in the Flybuys rewards store, transfer your points to Velocity or take a holiday with Flybuys travel – the options are endless.

$10 off shop

When you shop at Coles and scan your Flybuys barcode, as a Coles Credit Card customer we will automatically ask you if you’d like to instantly take $10 off your Coles Supermarket shop4, every time you redeem 2,000 Flybuys Points at the checkout. 

Value Boosters

Value Boosters are offers we may send to Coles Rewards Mastercard customers from time-to-time when they are subscribed to email marketing and are eligible for the offer.

Eligibility for Value Boosters varies and is subject to change at any time.

Complimentary insurance

All Platinum cardholders receive complimentary Purchase Protection insurance. If you have a Coles Platinum Mastercard (formerly known as the Coles Myer Source Gold Mastercard), you also receive complimentary Transit Accident insurance and Extended Warranty insurance.

You can find more details about your cover, including how to claim, in the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions

If you do not have a Platinum card, you do not receive complimentary insurance.

Complimentary insurance covers are provided to your account by AWP Australia Pty Ltd ABN 52 097 227 AFSL 243631 trading as Allianz Global Assistance (“Allianz Global Assistance”) under a binder from the insurer, Allianz Australia Insurance Limited 15 000 122 850 AFSL 234708 (“Allianz”) who has issued an insurance group policy to Citigroup Pty Limited 88 004 325 080 AFSL 238098 (“Citibank”) which allows eligible Citibank account holders and cardholders to claim under it as third party beneficiaries.

For full Terms and Conditions of the cover applicable to you, see the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions

As a Platinum cardholder, your account currently receives complimentary Purchase Protection Insurance. 

If you are a Coles Platinum Mastercard (formerly known as the Coles Myer Source Gold Mastercard) cardholder, your account also receives complimentary Transit Accident Insurance and Extended Warranty cover.

For full Terms and Conditions of the cover applicable to you, see the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions

 

Please visit claims.agaassistance.com.au to download a claim form or call Allianz Global Assistance on 1800 072 791.

If you have any difficulties or concerns with your Complimentary Insurance, please call Allianz Global Assistance on 1800 072 791.

Account Cover Plus

If you applied for your account before 25 February 2018, Account Cover Plus was an optional insurance cover you could have chosen to purchase. 

No, Account Cover Plus is only available to customers who purchased the cover prior to 25 February 2018.

If you have this cover, you can find more information about it on our Account Cover Plus page.

 

 

Instalment Plans and Balance Transfers

Instalment Plans

We offer different types of Instalment Plans, that let you split your transactions, cash withdrawals and retail purchases into smaller monthly instalments, over a set term that works for you.

Click here to learn more about our Instalment Plans

You can choose between:

  • Cash Instalment Plans, which let you withdraw cash and deposit it in your bank account
  • Transaction Instalment Plans, that allow you to convert purchases already on your credit card
  • Statement Instalment Plans convert the Retail Purchases on your most recent statement

This depends on the type of Instalment Plan you are interested in:

  • For Cash Instalment Plans the minimum is $500 and the maximum amount is up to 90% of your available credit limit.
  • For Transaction Instalment Plans, the minimum is $50.
  • For Statement Instalment Plans the minimum is $500 and maximum is up to your total statement balance.

Yes, you can have more than one Instalment Plan on your account as long as the total amount of all plans does not exceed 90% of your credit limit. However, you can only set up one Statement Instalment Plan per Statement Period.

Yes, the Coles Instalment Plan uses part of your existing credit limit. Every time you make a repayment, the amount paid becomes available again.

You may still be eligible if you pay the closing balance on your statement by the Payment Due Date each month (excluding any Instalment Plan balance which isn’t due for payment by that Payment Due Date). 

During the cycle in which the Instalment Plan is set up, you will be charged an initial interest amount which will be included in the Minimum Payment Due on your next statement (not applicable if your Instalment Plan Annual Percentage Rate (APR) is 0%). Subsequent statements will include an instalment for each month of the term.

Your Instalment Plan repayment appears on your monthly statement and is included in your Minimum Payment Due. You pay it in the same way you make a regular payment, with the ways you can do this shown on your monthly statement.

Yes, you may. If you’d like to make an additional repayment on your Instalment Plan, please contact us on 1300 306 397 and allow up to two working days for us to process your request. Once you receive a confirmation from us, you can make an additional repayment to your Coles Instalment Plan.

Yes, you may be able to change it to a shorter or longer term. To enquire about a change, please call us on 1300 306 397.

Yes, you can pay off your Coles Instalment Plan any time, without early repayment fees. Please call us on 1300 306 397 to arrange this.

No, Instalment Plans do not collect Flybuys Points.

Balance Transfers

Balance transfers can help you save on interest charges, by letting you move the balance(s) on your other credit cards or loans to your Coles credit card at a promotional interest rate for a set period of time.

While you have a balance transfer you will not be eligible for any interest-free days, and at the end of that period, the interest rate on any outstanding transferred balance (and any related fees) will revert to the applicable Annual Percentage Rate for Cash Advances.

If you are an existing customer and are eligible for a balance transfer offer, you can apply for a balance transfer through the My Offers page in the Online Service Centre or call us on 1300 306 397.

If you are a new customer, you can apply for a balance transfer when you complete your application.

You can request a transfer for amounts between $500 and 80% of the available Credit Limit on your Coles credit card. 

Some balance transfer offers include a balance transfer fee. This fee is calculated as a percentage of the total amount being transferred and is added to the balance transfer amount.

For example, a balance transfer amount of $10,000 with a 2% balance transfer fee, will be charged a balance transfer fee of $200 and results in the outstanding balance of your Coles Mastercard to increase by $10,200.

Balance transfers can take up to 10 business days to process and you should allow additional time for any cheques to be received at the other financial institution.

While the transferred balance will be charged a promotional interest rate, you should also be aware that while you have a balance transfer there will be no interest-free days on your account.

When your balance transfer period ends, any remaining balance will be charged interest at the applicable Annual Purchase Rate for Cash Advances.

The payments you make on your credit card will be applied firstly to any Monthly Instalment(s) due for an Instalment Plan; and then to the portion of your balance that attracts the highest interest rate; and then to the portion of your balance attracting the next-highest interest rate and so on.

As the promotional interest rate offered for balance transfers is generally low, and often 0%, you should assume that any payments will be applied to your other balances before they begin to reduce your transferred balance.

No, balance transfers do not collect Flybuys Points.

   

 

Mobile Wallet App and Online Service Centre

Getting started

The Coles Mobile Wallet App and the Online Service Centre share the same login.

To set up your login, simply search ‘Coles Mobile Wallet App’ in your app store, download and follow the prompts to set up and manage your account on your mobile. If you prefer, you can also visit the Online Service Centre, click ‘Register’ underneath the login button and follow the steps.

You will need your credit card and your mobile phone handy to complete registration.

Simply search ‘Coles Mobile Wallet App’ in your app store, download and follow the prompts to set up and manage your account on your mobile.

No, you can only log in to the app on one device at a time. 

Underneath the login button at the Online Service Centre  you can select the relevant ‘Forgot your Username or Password?’ link. You’ll need your card and mobile phone with you.

Simply tap “Settings” at the bottom right of the dashboard, then ‘Change 4-Digit Access Code’ and follow the steps.

What you can do

Think of the Coles Mobile Wallet App as a handy tool for the things you want to manage on the go. In the App, you can:

  • check your current available balance
  • review your transactions
  • see your payment due, and when it needs to be paid by
  • temporarily lock your card
  • update your PIN
  • set up direct debit payments to your card
  • make BPAY payments to existing billers
  • view your statements
  •  view your current Flybuys Points balance and Flybuys offers

In the Online Service Centre, you can:

  • check your current available balance
  • review your transactions
  • see your payment due, and when it needs to be paid by
  • increase or decrease your credit limit
  • add an additional cardholder
  •  temporarily lock your card
  • report your card as lost or stolen
  • request a replacement card (for example, if your current card is damaged)
  • update your PIN
  • set up direct debit payments to your card
  • make BPAY payments
  • view your statements, notices and secure messages
  • change your address and contact details
  •  update your marketing preferences
  • view available offers
  • close your account

One Time PIN (OTP)

An OTP is a unique PIN that is generated in the Coles Mobile Wallet App or can be sent by SMS to your registered mobile phone.

OTPs allow us to authenticate your identity before you update your personal details or request other changes to your account and preferences. 

After you log in, you will be able to view your account balance, transaction history and view available offers without entering an OTP.

You won’t be able to set up new payments, view messages, view statements, view or change your profile, lock your card, report your card as lost or stolen, change your PIN, request changes to your credit limit or close your account without entering an OTP.

 

We take the security of your account and personal information seriously, which is why we require this additional layer of authentication before you can access some features.

No, you will generally need a mobile phone to receive an OTP.

You could choose to generate an OTP through the Coles Mobile Wallet App on an iPad, but to do so you would need to have previously created an account (and received an OTP through your registered mobile number) and an active network connection.

You can still receive an OTP via SMS if you choose, although we recommend using the Coles Mobile Wallet App to generate your OTP while you are connected to WiFi, to avoid potential charges from your mobile carrier.


 

Apple Pay and Samsung Pay 

 

 

Apple Pay 

Apple Pay offers an easy, secure and private way to pay on iPhone, iPad, Apple Watch and Mac without a physical card or cash. 

You can find out more about Apple Pay here.

Yes, you will collect the same number of Flybuys Points when you pay with your Coles credit card through Apple Pay as you would paying with your physical card.

You can maximise the points you collect with your Coles credit card by making it your Apple Pay default card.

Simply go to your Wallet app on your Apple device and tap the + sign. Follow the steps to add your card.

For more details on how to add your card, visit Apple Support.

If you have more than one card in your Apple Wallet, you can set your Coles credit card as your default payment type on your iPhone by:

  • Going to ‘Settings’ and selecting ‘Wallet & Apple Pay’
  • Scroll down to ‘Transaction Defaults’ and tap ‘Default Card’
  • Select your Coles credit card

It depends on why you are receiving a new card.

If your card is being replaced because it is expired, damaged, lost, stolen or there was fraudulent activity related to your physical card only, then you can keep using your digital card in Apple Pay without interruption.

If your card is being replaced because there was fraud or suspected fraud related to your digital card (Apple Pay), you will need to add your new card to your Apple Wallet, following the steps here.

 

 

Samsung Pay 

Samsung Pay is a mobile payment service that lets you use your compatible Samsung device to securely pay with your Coles Credit Card in store and within apps.

You can find out more about Samsung Pay on the Samsung Pay page

Simply go to your Samsung Pay app on your Samsung device and click ‘Add a Card’. Follow the steps to add your card.

For more details on how to add your card, visit the Samsung Pay page.

Yes, you will collect the same number of Flybuys Points when you pay with your Coles credit card through Samsung Pay as you would paying with your physical card. 

It depends on why you are receiving a new card.

If your card is being replaced because it is expired, damaged, lost, stolen or there was fraudulent activity related to your physical card only, then you can keep using your digital card in Samsung Pay without interruption.

If your card is being replaced because there was fraud or suspected fraud related to your digital card (Samsung Pay), you will need to add your new card to your Samsung Pay, following the steps here.

 

 

Complaints

Please tell us about your concern so that we have the opportunity to assist you in resolving any concerns you may have. Ensure you provide us with as much detail as you can, including dates, times and key events.

Phone: 1300 306 397 or + 61 1300 306 397 if outside Australia
Online: Log in and chat with us about your problem or make an online complaint here.

Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you:

·       If your complaint is not resolved within 21 days, we will write to you to provide you with an update and an explanation for the delay.

·       Under exceptional circumstances it may take up to or more than 45 days to resolve your complaint. If this happens, we will write to you to provide a further update.

·       We take into consideration any timeframes for responding to complaints or disputes as set out in relevant legislation, regulatory guidelines or industry code of conduct.

The first thing to do is talk to one of our consultants about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not, escalate it to a case manager within our Customer Relations Unit. Our Customer Relations Unit is contactable by:

Email:                 customerrelations@secure.coles.com.au
Phone:                1300 311 676
Mail:                   Citigroup Pty Limited, Customer Relations Unit, GPO Box 204, Sydney, NSW 2001

We also have a Customer Advocate whose role is able to advise and guide our complaints teams on how best to resolve a complaint and recommend changes to our bank policies, procedures and processes.

If you feel the dispute resolution process was not fair, you remain unhappy with the outcome or your complaint is not resolved within the appropriate timeframes you can contact the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

AFCA offers an independent dispute resolution process to individual customers who have been through our internal complaints process.

Online: www.afca.org.au
Phone: 1800 931 678 (free call) or Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001

 

 

 

Financial hardship support

We are here to help when you need it most.

Coles unsecured credit products are issued by Citigroup Pty Limited, who will provide you with information about how they may be able to help you manage your repayments.

We can work with you to find a solution that best meets your needs. We may be able to provide you with:

  • Payment holiday
  • Reduced payment plans
  • Reduced settlements
If you are experiencing financial hardship due to factors such as unemployment, injury, illness or natural disaster, we have a longstanding Financial Hardship program available to support you. You can request assistance by: 
  • Completing an Online Hardship Application form. Please have information about your income, expenses and assets on hand before you start completing the form, as you will not be able to save and return to it at a later time. We will also send an SMS to the mobile number registered to your account to authenticate your identity before you can submit the form.
  • Printing and sending us a paper Hardship Application form at PO Box 3453 Sydney NSW 2001, Australia. You can also scan and email this form to us at hardship@secure.coles.com.au

Before you apply for financial hardship assistance, you should read the important information below: 

  • Citigroup Pty Limited is the credit provider and issuer of Coles unsecured products. If you hold other Citigroup Credit Cards, Ready Credit, Personal Loan product (s) including partner products your request for financial hardship assistance will be applied on all your accounts.
  • Once we have received your completed application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist you.
  •  You are not required to provide supporting documents at the time you submit your application. If we do require supporting documents we will let you know.
  • If you have Account Cover Plus or other insurance on your Credit Card account(s) or Personal Loan product(s), you may be eligible to make a claim with the insurer. If you have been or are still paying for insurance on your Credit Card, the transaction details of your insurance payment on your account statement may indicate the name of the insurer you need to contact. An insurance policy wouldn't preclude you from applying for financial hardship assistance if you still require it.
  • From the time we receive your request that you require financial hardship assistance and during the process including the time you are on an approved program, your repayment history will be reported as 'blank' to the credit bureaus. This is standard practice when reporting for customers experiencing financial hardship.
  • Your card / account may be suspended from the time we receive your application for hardship assistance, and if approved, during the entire period you are on financial hardship. Ability to transact post your Financial Hardship assistance will be based on your card or account status.

If you would like to speak with the Debt Management Solutions team, you can contact them on 1800 931 356 from 9am-9pm, Monday – Friday (AEST), except public holidays. 

For general advice on managing expenses and your money you can also find helpful tools and tips on the Money Smart website .

You can call us on 1800 931 356 Monday to Friday from 9am to 9pm AEST, excluding public holidays.

After we receive your request, we will be in touch to discuss your situation and solutions that may be available to assist you.

You can get free independent counselling and advice from a Financial Counsellor.

For a comprehensive listing of Financial Counsellors please visit the FCA website.

To talk to a Financial Counsellor by phone (or for referral) ring 1800 007 007 from anywhere in Australia.

You can get additional information through the following websites:


 

Deceased Estates

The loss of a family member or friend is a difficult time in your life, and we are here to help.

Once we are notified that a customer has passed away, a letter will be sent outlining the additional information required, which will include information on who can act as the “eligible representative” and the supporting documents required from them. At the same time, a hold will be placed on the card(s) on the deceased customer’s account, which means that any Additional Cardholder(s) on the account will no longer be able to spend on their cards.

After we receive the required documents, we will work with the eligible representative to finalise the Estate.

You do not need to be acting in an official capacity, on behalf of the Estate, to provide us with initial notification of the deceased customer’s passing. If you need to contact us about the loss of a loved one you can do this over the phone or through mail.

By phone: 1300 306 397

By mail:

Attn: Estate Management
GPO Box 40
Sydney NSW 2001

Once we have been advised of a customer’s passing, we’ll place a hold on the account(s) held by the deceased customer, and no further purchases will be able to be made. If there are any Additional Cardholders on the account their card will also stop working.

We will also send a letter outlining the additional information we need to receive, which will include information on who can act as the eligible representative, and the supporting documents that we will need to receive from them. This letter will be sent either to the legal address of the deceased or, if requested by the person who provided us with the initial notification, to another address of their choosing.

Only the “eligible representative” will be able to access information on the account, after we have received and verified the required documentation. The following people can act as the eligible representative:

  • Executor
  • Next of Kin
  • Solicitors acting on behalf of the Deceased Estate
  • Public Trustees acting on behalf of the Deceased Estate

The eligible representative can request a list of all the direct debits and recurring payments on the account, over the past 13 months, by calling our Customer Support Team on 1300 306 397. We can also assist with cancelling direct debit transactions.

Information on what is needed to finalise the Estate are included in the letter that we will send once we are initially notified of the deceased customer’s passing.

The “eligible representative” will need to provide a copy of at least one of the documents listed below:

  • Death Certificate
  • Doctor’s medical certificate
  • Funeral bill
  • Solicitor’s or Coroner’s Letter
  • Grant of Probate
  • Letters of Administration
  • A certificate issued by the public trustee or Trustee Company authorised to do so.

The document(s), should be sent to us at:

Attn: Estate Management
GPO Box 40
Sydney NSW 2001

Once we have received documentation to officially notify us of the death, we will reverse any interest and fees charged from the date of death.

If a balance is owed, we will send the “eligible representative” a letter confirming the balance as at the date of death, along with the most recent statement which includes payment details. If no balance is owed, we will simply close the account and send a letter confirming this. If the account is in credit, we will send a bank cheque to the executor of the Estate.

The Estate is responsible for the debts of the deceased customer

When you send the documents needed to finalise the Estate, please include a cover letter with the account number and name of the deceased.  There is no specific form that needs to be sent with these documents. 


 

Applying for a Coles credit card

How to apply

To apply for a Coles credit card, you must be 18 years or older, be a permanent Australian resident, earn a minimum income of $25,000 per year, have a good credit rating, have an Australian phone number, and an email address.

Please have the following information handy as they will help us assess your application faster. You can submit your application without these documents and upload them at a later time, if you prefer:

  • Driver licence or passport
  • Employment and income details
  • Your share of household expenses
  • Other loan and credit card repayments
  • Your existing Flybuys Membership Account Number (if you have one)

The application process should take around ten minutes to complete if you have all of your information ready. Once you have submitted your application you will receive a response in approximately 60 seconds.

To retrieve your saved application, click the link provided in the email you received when you saved your application. You will need to complete a verification step so we can ensure it's the correct application.

Verification documents

We need to verify your identity and income to process your application.

 

In the application form, after you have entered your contact and personal details and submitted your application, you will be provided with the option to upload documents. We recommend that you provide your documents at this point, as it will help us assess your application faster.

You can also upload your documents after you have submitted your application by clicking the link in the confirmation email you received.

We will need to verify your income before we can approve your application, and may also need documents to confirm your address and residency status.

The type of documents we can use to verify your income depends on your source of income. We may need to contact your employer and/or your accountant to confirm your income and employment details, so please let them know in advance that we may be in touch and that you authorise them to confirm these details to us.

Full or part time employees (supply any one of the following options):

  • One payslip showing your name and employer details, not more than 45 days’ old; or
  • Two consecutive payslips showing your name and employer details, neither more than 60 days’ old; or
  • Your three most recent bank statements; or
  • Your most recent PAYG Payment Summary, dated after 1 May of the previous financial year; or
  • Your most recent Tax Ready Income Statement, dated after 1 May of the previous financial year; or
  • Your Individual Tax Return, not more than 15 months’ old; or
  • Year to Date Income Statement, not more than 45 days’ old; or
  • Your signed employment contract; or
  • A signed letter from your employer confirming employment status, length of employment and your gross income, not more than 30 days’ old 

Self-employed (supply any one of the following options):

  • Your two most recent Individual Tax Returns, (both audited or prepared by an accountant); or
  • Your two most recent Individual Tax Returns (if unaudited or have not been prepared by an accountant) and two most recent Individual Notice of Assessment; or
  • call us on 1300 265 727 for further options

Casual employees (supply any one of the following options):

  • Two consecutive payslips showing your name and employer details, , neither more than 60 days’ old; or
  • Your Individual Tax Return, less than 15 months’ old; or
  • Your signed employment contract; or
  • A signed letter from your employer confirming employment status, length of employment and your gross income, less than 30 days’ old 

Contractors (supply any one of the following options):

  • Signed employment contract and any of the following:
  1. 2 consecutive payslips showing your name and employer details, neither more than 60 days’ old; or
  2. Your Individual Tax Return, not more than 15 months’ old; or
  3. Your most recent PAYG Payment Summary, dated after 1 May of the previous financial year; or
  4. Your most recent Tax Ready Income Statement, dated after 1 May of the previous financial year; or
  5. Your Individual Tax Return, not more than 15 months’ old     

Retirees and self-funded retirees (supply any one of the following options):

  • Your most recent Annual Superannuation Statement; or
  • Letter from Centrelink; or
  • Your three most recent bank statements; or
  • call us on 1300 265 727 for further options

All applicants should also provide:

  • Proof of address: Driver Licence (including the back of the Driver Licence to show change of address if applicable), Utility or Telephone Bill (less than 3 months old), Bank or Credit Card Statement with address (less than 30 days old), Tenancy Agreement, welcome letter from Energy/Water company (less than 3 months old)
  • Proof of residency: Medicare Card, Passport (if your passport is not an Australian issued passport, please also provide a copy of your visa) or current Australian Defence Force photo ID.

All applicants should also provide one document from each category below:

  • Proof of address: Driver Licence (including the back of the Driver Licence to show change of address if applicable), Utility or Telephone Bill (less than 3 months old), Bank or Credit Card Statement with address (less than 30 days old), Tenancy Agreement, or welcome letter from Energy/Water company (less than 3 months’ old)
  • Proof of residency: Medicare Card, Passport (if your passport is not an Australian issued passport, please also provide a copy of your visa), current Australian Defence Force photo ID or proof of age/identity card issued in Australia.

After you’ve applied

When you submit your application, we will tell you within 60 seconds whether you are approved, conditionally approved or your application needs further review.

You can help us confirm the outcome of your application faster by uploading the requested verification documents as part of your application form, or sending them to us shortly afterwards.

Once we have all of your documents, we will respond to you within 2 business days.

Your Application Reference number will display after you save or submit an application and will be emailed to you if you do not complete your application. 

Once you've submitted your online application, you'll receive a confirmation email containing your Application Reference Number and a link you can use to check the status of your application online.

Terms and Conditions

1An eligible spend is an Eligible Transaction as defined in the Coles Mastercard Rewards Terms and Conditions found at www.coles.com.au/mastercard-important-information and means any purchase excluding (but not limited to) Cash Advances, Balance Transfers, Special Promotions, BPAY payments, purchases of foreign currency and travellers cheques, transactions made in operating a business, payments to other Citi accounts, bank fees and charges such as interest and ATM charges, transactions made using Flybuys Points and government related transactions. The number of Flybuys Points awarded is calculated by reference to the Australian dollar amount of the transaction. Flybuys Points awarded for using a Coles Mastercard linked to your Flybuys Membership Account are in addition to Flybuys points awarded by Flybuys partners and will be allocated by Flybuys in accordance with the Flybuys terms and conditions found at flybuys.com.au.

2Coles spend is Eligible Transactions made at Coles Supermarkets Australia Pty Ltd, as defined in the Coles Mastercard Rewards Terms and Conditions found at www.coles.com.au/mastercard-important-information. The number of Flybuys Points awarded is calculated by reference to the Australian dollar amount of the transaction. Flybuys Points awarded for using a Coles Mastercard linked to your Flybuys Membership Account are in addition to Flybuys points awarded by Flybuys partners and will be allocated by Flybuys in accordance with the Flybuys terms and conditions found at flybuys.com.au

3Points are collected on Flybuys Participating Retailer Spend, as defined in the Coles Mastercard Rewards Terms and Conditions found at www.coles.com.au/mastercard-important-information. The Coles Rewards Mastercard, Coles No Annual Fee Mastercard or Coles Low Rate Mastercard will not collect 1 point per $2 at Flybuys Partners but instead will earn points in line with the Earn Rate on that Card. The number of Flybuys Points awarded is calculated by reference to the Australian dollar amount of the transaction. Flybuys Points awarded for using a Coles Mastercard linked to your Flybuys Membership Account are in addition to Flybuys points awarded by Flybuys partners and will be allocated by Flybuys in accordance with the Flybuys terms and conditions found at flybuys.com.au

4 2,000 Flybuys Points are required to redeem $10 off at the checkout each time. Excludes Coles Express and Coles Online. Minimum spend is $10 after savings and discounts in one transaction at Coles Supermarkets (excluding gift cards, iTunes cards, tobacco and tobacco related purchases).

5 Complimentary insurance covers are provided to your Account by AWP Australia Pty Ltd ABN 52 097 227 AFSL 243631 trading as Allianz Global Assistance (“Allianz Global Assistance”) under a binder from the insurer, Allianz Australia Insurance Limited 15 000 122 850 AFSL 234708 (“Allianz”) who has issued an insurance group policy to Citigroup Pty Limited 88 004 325 080 AFSL 238098 (“Citibank”) which allows eligible Citibank account holders and cardholders to claim under it as third party beneficiaries. Access to the benefit of cover under the Coles Mastercard Platinum Complimentary Insurance Terms and Conditions is provided to eligible Citibank cardholders by operation of s48 of the Insurance Contracts Act 1984 (Cth). Any advice on insurance is general advice only and not based on any consideration of your objectives, financial situation or needs. You must check whether or not it is appropriate, in light of your own circumstances, to act on this advice. The eligibility criteria, terms, conditions, limits and exclusions of the group policy are set out in the Coles Mastercard Platinum Complimentary Insurance Terms and Conditions Information Booklet which can be found at coles.com.au/mastercard-important-information and may be amended from time to time. Citibank does not guarantee this insurance. For general enquiries call Allianz Global Assistance who issues and manages the Group Policy on behalf of Allianz.