Frequently Asked Questions

To apply for a 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. Note that you can submit your application without these documents and upload them at a later time:

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

To apply for a credit card, select the card you wish to apply for on the Compare Our Cards page.

The application process should take around 15 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.

You can upload up to 10 files with a maximum file size of 5 MB.

Yes, the minimum Credit Limit for new applications is $2,000.

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

To save your application you can click 'Save' at any time before submitting your application.

Please ensure that your email address is populated in the ‘Save’ pop up box, otherwise you will not receive the email containing your Application Reference Number. This number is required to retrieve your application at a later stage.

To retrieve your saved application, click the link provided in the email you received containing your Application Reference Number. You will need to complete a verification step to ensure that the correct application is being retrieved.

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. Alternatively, contact us on 1300 306 397 and we will be able to provide you with your Application Reference Number.

In order to assess your application we need to verify your identity and income details.

There are two options for uploading your documents:

• While applying for a card – after you have entered your contact and personal details, you will be provided with the option to upload documents directly.
• After you have submitted your application – you can upload your documents at a later stage by clicking the link in the application confirmation email you received.

The list below outlines what is required depending on your employment status and type. Please note that we may need to contact your employer and/or your accountant to confirm your income and employment details. Please let them know in advance so that we can finalise your application.

All applicants (please supply all of the following):

• Proof of address: Driver's Licence (including the back of the Driver's 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), Centrelink Statement, or Tenancy Agreement.
• 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.

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

• Two Payslips less than 60 days old (preferred), or
• Letter of employment (should indicate annual income and employment status), or
• Three months of applicant's bank statements showing the regular income, or
• Most recent Individual Tax Return, or
• Most recent PAYG Payment Summary (Group Certificate), or
• Most recent Individual Tax Assessment Notice.

Self-employed or sub-contractors (please supply any one of the following options):

• Individual Tax Return (less than 24 months old), or
• Notice of Assessment (less than 24 months old), or
• Company/Business Tax Return (less than24 months old), or
• Profit and Loss Statements (two years worth).

Casual or temporary employees and contractors (please supply any one of the following options):

• Most recent Individual Tax Return, or
• Two Payslips (less than 60 days old), or
• Notice of Assessment, or
• Employment Contract Letter, or
• Letter of Employment.

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

• Annual Superannuation Statement which includes an Indexed Pension Amount, or
• Most recent Pension statement, or
• Three months of personal bank statements showing regular credit or cash deposits, or
• Most recent Self-Managed Superannuation Fund Tax Returns less than 15 months old, or
• Letter from Superannuation Fund, or
• Most recent Notice of Assessment, or
• Latest Individual Income Tax Return

The above FAQ lists a wide selection of documents that you can provide us to verify your identity and income. If you do not have any of these documents then we will be unable to verify your income and we won’t be able to progress your application.

Online Service Centre

This fast and convenient service allows you to:

• Manage your Account 24/7
• Check your Account status and transaction history
• Update your profile details
• Make BPAY payments
• Set up Direct Debit payments
• Change the linkage of your flybuys account
• View your flybuys points balance
• Enrol in eStatements and eNotices
• Manage your Credit Limit
• View, print and save your statements
• Set up alerts

Coles Mobile Wallet App

• Manage your Account 24 hours a day
• Access your Account balance, available credit and transaction history
• View your flybuys account points balance
• Access and activate a great range of exclusive flybuys offers
• Request a Coles Pay Tag and activate and de-activate it

Phone Servicing

You have the freedom to access all your Account information and make transactions on your Account whenever you want by calling 1300 306 397. You'll need a touch-tone telephone, your Card or Account number and your Telephone Personal Identification Number (TPIN). If you can't remember your TPIN, simply call us and we can reset this for you over the phone.

You can make withdrawals from your Coles Mastercard Account via:

• ATM/ EFTPOS - With your Coles Mastercard and your ATM PIN, you can withdraw cash up to $1,000 per day at any ATM that displays the Mastercard symbol. Standard Cash Advance fees and charges may apply.
• When overseas, you can also access cash from any ATM that displays the Mastercard, Cirrus, Maestro, China UnionPay, TecBan, or SMBCTB symbols. For transactions overseas, currency conversion and other fees may apply.
• Australia Post - With your Coles Mastercard and your ATM PIN, you can withdraw cash up to $1,000 per day. Standard cash advance fees and charges may apply.
• Over the counter - You can make withdrawals at any bank in the world that displays the MasterCard logo. Your Coles Mastercard, ATM PIN and photo identification will be required. Fees and charges may apply.

Your Coles Mastercard provides the option of having up to four Additional Cardholders linked to your Account. It's a convenient way of ensuring family members have access to finance when they need it. Additional Cardholders will be issued with their own Coles Mastercard, though any transactions made using these cards will be separately itemised on your Card statement, making it easy to manage your finances. Additional Cardholders must be at least 16 years old and an Australian resident.

To apply for an additional card:

• Go to osc.coles.com.au and login using your username or password
• Select the card on which you’d like to add an additional card
• Click “Manage My Card”
• Click “Apply” under Additional Card and follow the instructions
• To request an upgrade, please call us on 1300 306 397

• Go to osc.coles.com.au and login using your username or password
• Select the card for which you’d like to set an ATM PIN
• Click “Manage My Card”
• Click “Change PIN” and choose your new PIN
• Alternatively, you can call 1300 306 397 to have a new PIN mailed to you

To manage your personal details:

• Go to osc.coles.com.au and login using your username or password
• Click “My Profile” then “My Account Settings”

To manage your preferences:

• Go to osc.coles.com.au and login using your username or password
• Click “My Profile” then “Statement Preferences” or “Alert Preferences”

Yes, the minimum credit limit for our cards is $2,000 and if you hold a Platinum card the minimum credit limit is $6,000.

To request a credit limit decrease:

• Go to osc.coles.com.au and login using your username and password
• Select the card you’d like to decrease the limit for
• Click “Manage My Card”
• Click “Manage my credit limit” and follow the instructions

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

If you hold a Platinum Mastercard and wish to decrease your limit below $6,000, please call us on the number above. We will be able to reduce your limit, but you will also no longer be eligible for the Platinum benefits of Complimentary Insurance and Concierge services.

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

To request closure of your Account:

• Go to osc.coles.com.au and login using your username and password
• Select the card you’d like to close
• Click “Manage My Card”
• Click “Account closure request” and follow the instructions

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

• Go to osc.coles.com.au and login using your username or password
• Select the card you’d like to replace
• Click ‘Manage My Card’
• Click ‘Report lost/stolen’ and follow the instructions
• Alternatively, you can also call us on 1300 306 397.

If you report your card as lost or stolen in the Online Service Centre, we recommend that you also confirm that your address is correct, as this is where your new card will be sent. You can do this by:

• Click ‘My Profile’
• Scroll down to ‘Address’
• You will be able to update your address, if needed, by clicking ‘Edit Residential and/or Mailing Address’

If you’ve misplaced your card but are not sure whether it is lost or stolen, you can also temporarily lock your card in the Coles Mobile Wallet App or in the Online Service Centre.

Yes, you can easily lock your card 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

• Go to osc.coles.com.au and login using your username or password
• Select the card you’d like to lock
• Click ‘Manage My Card’
• At the bottom of the page, under ‘Card Status’, click ‘Deactivate’. This will temporarily lock your card.
• You can unlock your card later by following the same steps

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

When you report your card as lost or stolen:

• we immediately cancel your card
• we send you a new card, which will arrive within 7 business days
• your new card will have a new card number, new expiry date and your PIN will be reset
• if you have Apple Pay or Samsung Pay, you will be able to continue making transactions using your digital card

When your new card arrives:

• you will need to activate the new card before you can use it
• you will need to set up a new PIN – we will ask you to do this when you are activating the new card
• if you have any direct debits or recurring instructions on your card, you will need to update these with your new card details

Your Coles Mastercard is protected against fraud allowing you peace of mind at home and abroad, on-line and off.
 

Technology

• The fraud management system identifies unusual activity on your card and alerts our security experts.
• Chip protection reduces the chance of your personal details being copied if your card is lost or stolen.

Action

• Immediate fraud notification systems detect possible fraudulent transactions worldwide and alert you by SMS or phone, 24/7.
• Our skilled Fraud Solutions team carefully investigate and resolve any incidents.

Reliability

• If there’s a fraudulent transaction on your Coles Credit Card, you won’t be held liable (as long as you promptly notified us of the theft, loss or misuse of your account; didn’t contribute to the loss; and adhered to the Terms and Conditions).
• Mastercard® Zero Liability from Mastercard gives you even more protection.

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

You should check your statement against your personal records, as soon as possible to ensure that you recognise all transactions. 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.

Please also be aware, if you have a recurring bill payment being debited from your Account that you wish to cancel, we also suggest that you contact the biller or merchant responsible for debiting the amount in order to cancel the request.

Replacement Card: 

If you lose your Card while travelling, request a replacement card in the Online Service Centre or call us on +61 1300 306 397.

Coles Mobile Wallet App: 

Quickly access your account information using your fingerprint or 4-Digit Access Code. Review your transactions, activate and deactivate your Pay Tag, and manage your flybuys offers.

Online Service Centre:

The Online Service Centre makes it easy to activate and deactivate your card, change your ATM PIN, make a payment, or report your card lost or stolen. Note than in order to ensure you can still access your One-Time PIN (OTP) while you’re away, you should update your mobile phone number to one you can access overseas.

Fraud Notifications: 

To give you peace of mind, our fraud detection systems monitor your account 24 hours a day, 365 days a year. So even though you’ve told us you're travelling we may still need to temporarily suspend your account to keep you protected. Make sure you let us know what email address and phone number you are using while away so if we spot something unusual we can get in contact with you via email, SMS, or phone call. If you spot unusual activity on your account, call us immediately on +61 1300 306 397 from overseas.

Your Minimum Payment Due is (rounded up to the nearest dollar):

1. the Card Balance if it is less than $30; or
2. the greater of:

• A$30.00; or
• 2.00% of Card Balance; or
• The sum of 1.00% of the Card Balance, Late Payment Fee (if any) and interest charged for that month, plus any Monthly Instalment for that month.

By Post using a cheque

You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for Credit products only) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:

Coles Mastercard
GPO Box 5427
Sydney NSW 2001

Please make your cheque payable to your Coles Mastercard Account Number and specify your Account type (e.g. Coles Rewards Mastercard Account Number). It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Cheques payable to the Accountholder may also be accepted (e.g. dividend cheque, Medicare refund, etc.) but cheques payable to a third party will not be accepted.

Australia Post

You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS. You will need your card and ATM PIN. Cash and EFTPOS payments will be applied to your account on the day you make the transaction.

Please allow seven business days for payments made by cheque to clear. However, funds will be considered received the day the cheque is deposited.

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.

BPAY

You can make payments from another financial institution through BPAY using Biller Code 8862 followed by your 16-digit Coles Mastercard number as your Customer Reference number.

Direct Debit

If you have chosen to make your repayments using Direct Debit, your repayments will automatically be made on the due date from your nominated bank account. Using Direct Debit avoids the hassle of remembering to make repayments each month, and helps prevent incurring unwanted late fees. Please ensure there are sufficient funds in the account on the monthly due date.

You can view your statements online as well as save or print them. Log in to the Online Service Centre, click on the card you’d like to view, and click “View Statement”. Then select the statement and date period you would like to view.

You can opt to have your statements delivered to your email address. To enrol in eCommunications:

• Log in to the Online Service Centre, click “My Profile”, then click “Statement Preferences”
• Set your eCommunications password which will be used each time you open your eStatement
• Agree to the Electronic Communication Consent
• Confirm your enrolment

You can opt to receive paper statements sent to your mailing address. A Paper Statement Fee of A$2.00 will apply each month we issue you with a paper statement, debited to your Account in the following Statement Period. This fee may be waived in limited circumstances.

Your statement tells you how much you've spent, how much available credit you have left and when your minimum monthly payment is due.

Download our How to read your statement PDF.

You can view your statements online anytime in the Online Service Centre.

If you’d like a paper copy of your statement, call 1300 306 397 to request one.

To enrol in eStatements:

• Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
• Set your eCommunications password which will be used each time you open your eStatement
• Agree to the Electronic Communication Consent
• Confirm your enrolment

To de-enrol in eStatements:

• Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
• Click “Cancel enrolment” and confirm you wish to de-enrol

By Post using a cheque

You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for Credit products only) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:

Coles Mastercard
GPO Box 5427
Sydney NSW 2001

Please make your cheque payable to your Coles Mastercard Account Number and specify your Account type (e.g. Coles Rewards Mastercard Account Number). It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Cheques payable to the Accountholder may also be accepted (e.g. dividend cheque, Medicare refund, etc.) but cheques payable to a third party will not be accepted.

Australia Post

You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS. You will need your card and ATM PIN. Cash and EFTPOS payments will be applied to your account on the day you make the transaction.

Please allow seven business days for payments made by cheque to clear. However, funds will be considered received the day the cheque is deposited.

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.

BPAY

You can make payments from another financial institution through BPAY using Biller Code 8862 followed by your 16-digit Coles Mastercard number as your Customer Reference number.

Direct Debit

If you have chosen to make your repayments using Direct Debit, your repayments will automatically be made on the due date from your nominated bank account. Using Direct Debit avoids the hassle of remembering to make repayments each month, and helps prevent incurring unwanted late fees. Please ensure there are sufficient funds in the account on the monthly due date.

To register for the Online Service Centre, go to osc.coles.com.au and click “Register”. Please have the following handy:

• Your Card or Account Number
• The CVV on the back of your Card
• Your ATM PIN (if your Coles Mastercard was approved prior to 3 March 2018)
• Your date of birth (if your Coles Mastercard was approved after 3 March 2018)
• A mobile phone to receive a One-Time PIN (if your Coles Mastercard was approved after 3 March 2018)

You will then be asked to create your username and password.

To login, go to osc.coles.com.au and enter the username and password you created during registration. If you are having troubles with login, please call us on 1300 306 397.

To retrieve your username:

• Go to osc.coles.com.au and click “Forgot Username”
• If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
• If your Coles Mastercard was approved after 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your date of birth, then enter the One-Time PIN sent to your mobile phone

To reset your password:

• Go to osc.coles.com.au and click “Forgot Password”
• If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
• If your Coles Mastercard was approved after 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your date of birth, then enter the One-Time PIN sent to your mobile phone
• Create a new password following the guidelines shown

You can activate your card in the Online Service Centre in three ways:

• When you register for the Online Service Centre, you will be prompted to activate your card
• On the homepage, click “Activate” next to the card you wish to activate
• Click the card you wish to manage, click “Manage My Card”, and click “Activate” next to activation status

To activate your card you will need to enter the CVV (three digit number on the back of the card).

You may also activate by calling 1300 306 397.

To change your PIN in the Online Service Centre:

• Click on the card you wish to manage
• Click “Manage My Card”
• Click “Change PIN”

You may also call 1300 306 397 to have your new PIN sent to you in the mail.

BPAY is a widely-accepted method of paying bills in Australia. As a Coles Mastercard customer you are automatically registered to use BPAY.

To use BPAY to pay bills in the Online Service Centre:

• Go to osc.coles.com.au and login using your username and password
• Click “My Payments” then click “New Bill Payment”
• Select the credit card from which you wish to pay your bill, then select New Bill Payee
• Follow the simple instructions

You can use BPAY to pay bills where you have been provided with both a BPAY Biller Code and Customer Reference Number by the company you are paying.

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”.

If you are submitting a bill payment on a business day before 6:30pm Sydney time, the biller will receive the funds in most cases on the next business day.

If you are submitting a bill payment on a business day after 6:30pm Sydney time or on a weekend or public holiday, the biller will receive the funds in most cases within 2 business days.

You cannot stop a BPAY payment in the Online Service Centre. If you would like to stop a BPAY payment once you have submitted it, please call 1300 306 397.

Please note that your payment cannot be stopped if it has already been processed by the biller.

No, there is no fee to use BPAY.

To view your BPAY Billers:

• Go to osc.coles.com.au and login using your username and password
• Click “My Payments”, then click “Manage Payees”

To add a new BPAY Biller:

• Go to osc.coles.com.au and login using your username and password
• Click “My Payments” then click “Manage Payees”
• Click “Add Payee”
• Follow the simple instructions

To delete a BPAY Biller:

• Go to osc.coles.com.au and login using your username and password
• Click “My Payments” then click “Manage Payees”
• Click the payee you wish to delete
• Click “Delete payee” and confirm

Notices are communications we send to you about your Card or Account.

If you are enrolled in eCommunications, you will receive notices to your email address. Notices sent to you electronically are also available anytime in the Online Service Centre. These include communications regarding your card or account.

To switch to eStatements:

• Go to osc.coles.com.au and login using your username and password
• Click “My Profile” then click “Statement Preferences”
• Enter your desired eCommunications password which is used to open the eCommunications delivered to you securely via email
• Agree to the Electronic Communication Consent

To view your statements:

• Go to osc.coles.com.au and login using your username and password
• Click the card for which you’d like to view statements
• Click “View statement”
• Select the year of the statement, then click the statement you’d like to view

• You may set up either a one-time or recurring payment in the Online Service Centre
• To set up a payment to your Coles Mastercard, login to osc.coles.com.au and click “My Payments”, then click “Pay My Account”
• Enter the details of the account from which you wish to draw funds
• Select whether you’d like to set up a one-time or recurring payment and confirm your payment. You may save the drawee for later payments.

You may edit and cancel your Direct Debits by logging into the Online Service Centre and clicking “My Payments”, then “Pay My Account”, then “Manage Pay My Account”.

Yes, you can view your flybuys points by logging in to osc.coles.com.au and clicking “Sign into flybuys”. This will display all of the flybuys points you’ve earned in that account, not just the points from your Coles Mastercard.

You may update your flybuys Member Number associated with your Coles Mastercard by logging into osc.coles.com.au and clicking “Update” next to your flybuys Member Number.

Note that by updating your flybuys Member Number, you will be reissued a new card with the updated flybuys number on the back.

A One-Time PIN (OTP) is sent when you are performing certain transactions in the Online Service Centre to provide an extra layer of security and protect your Account. When you perform one of these transactions, we will send a 6-digit code via SMS to the mobile phone registered to your Account. You will then enter this code in the Online Service Centre to continue with your transaction.

Yes. Here are key ways that we help to safeguard your information when you manage your Account online:

• 128-Bit SSL Encryption — When you access your accounts and perform transactions in the Online Service Centre, your information is protected by 128-bit SSL encryption.
• Extended Validation (EV) SSL Certificate — The green address bar on the Online Service Centre is a security feature supported by newer browsers that allows you to visually validate that the site you are transacting with has undergone an extensive outside security audit.
• Additional Authentication — When you perform sensitive online banking transactions, such as money transfers, we will sometimes require a One-Time PIN (OTP).
• Date/Time Stamp — Every time you sign on to the Online Service Centre, we display the date and time of your last visit. If you didn't sign on then, you'll know if there has been unauthorized account access.
• Alerts – Account alerts are also sent to you when you make a change to your account to ensure that this is genuine. These alerts can be managed in the Online Service Centre.
• Session Timeouts — If you're signed on and not using the Online Service Centre for several minutes, your session will time out. To continue using the Online Service Centre, you'll need to re-enter your username and password.

Cookies are text files that are downloaded to your computer or mobile device when you visit a website. As you browse, cookies gather information about your use of that website. Many cookies last through a single session or visit, while others may have an expiry date and remain on your device until you delete them. Some types of cookies are used to perform essential functions such as enhancing site experience and functionality.

Types of cookies

• Session cookies are temporary cookies that expire (and are automatically erased) whenever you close your browser. An example of how we use session cookies is to grant access to content and enable commenting (things you have to log in to do).
• Persistent cookies usually have an expiration date far into the future and thus stay in your browser until they expire, or until you manually delete them. An example of how we use persistent cookies is for functionalities like the ‘remember my user ID’ tick box.

How we use cookies

• We use cookies as a fundamental part of our interaction with your browser. The purpose is to provide you with better and more customised service and with a more effective website.
• Our cookies do not gather personal information. Where you agree, we may combine segment based learning from our cookie data with information that you provide to us (such as your email address) to deliver services or marketing offers specifically suited to your needs.

Cookie filters

You can control how cookies are used on your computer or device by changing your browser settings, click here. If you decided to delete or block certain cookies, your experience on the website may be limited and you may not be able to use some of our online features, especially where cookies are used for security and fraud detection functions.

Cookies of other companies

“Third party cookies” come from other websites or servers, for functions such as advertising (like online banners) on the page you are browsing.

From 1 May 2019, Coles Mastercard customers will no longer receive free delivery for orders of $100 or more, placed with Coles Online. The last delivery day for free delivery is Tuesday 30 April 2019.

Information about the end date of this Special Promotion was included in statements sent to our customers in March 2019.

From 1 May 2019, you will collect 1 flybuys Bonus Point for every whole dollar you spend in each Coles online order, with no minimum spend required. That’s on top of the points you already collect for using your Coles Mastercard. This offer also includes Coles Online click and collect orders.

The flybuys Bonus Points are part of a Special Promotion and are collected in a single amount each month, in the month following the date you made the purchase with Coles Online. For example, the flybuys Bonus Points you collect for Coles Online orders paid for in March will be credited to your flybuys account in April.

A Balance Transfer involves transferring the balance(s) on your other credit cards or loans to a Coles Mastercard. The balances transferred will receive a promotional interest rate for a set period of time and can be a great way to save on interest charges.

Once your balance(s) has been transferred, you will need to close the other credit facilities you transferred balances from, as this will not occur automatically.
A Balance Transfer lets you:

• Use up to 80% of your Coles Mastercard limit to transfer balances from other credit cards or loans, so long as you are transferring balances of $500 or more
• Take advantage of a lower interest rate for the period of the Balance Transfer

Whilst taking advantage of the above benefits, you should remember that no interest free days are applicable to Retail Purchases when you have a Balance Transfer. This means that any purchases you make will be charged interest at the APR for Retail Purchases from the date of the transaction.

You can request a Balance Transfer as part of your initial application, or as a new request on your existing Coles Mastercard.

When you make the Balance Transfer request, we will ask you for information about the balances you are transferring and it will take up to 10 business days for the funds to be received at the other financial institution.

Once the balance(s) is transferred to your Coles Mastercard, you will be charged interest at the rate offered to you at the time you requested the Balance Transfer, for the length of the promotional period.

At the end of the Balance Transfer, any remaining balances (inclusive of a Balance Transfer fee, where applicable) will revert to the Annual Percentage Rate for Cash Advances.

To get the most out of your Balance Transfer it is important that you follow the below recommendations:

• Make additional payments (more than the Minimum Payment Due) throughout the promotional period to reduce the amount you owe
• Ensure you pay the outstanding balance prior to the end of the Balance Transfer offer. Any outstanding balances that were transferred will revert to the Annual Percentage Rate for Cash Advances at the end of the promotional period.
• Track any additional spending on the credit card, which will not qualify for interest free days while you have a Balance Transfer
• Close other credit cards and loan accounts once the balances have been transferred to your Coles Mastercard.

Some of the benefits from closing your other credit cards and loans are:

• It will help reduce the total amount of annual fees you pay
• Simplifying your finances and decreasing the number of cards you hold
• Reducing your ability to accrue additional debt, by decreasing the available credit options
• Potentially increasing your credit rating by reducing the amount of unsecured debt recorded against your credit bureau record

Once a Balance Transfer is processed on your Coles Mastercard, the interest charges will be as follows:

• During the promotional period, balances transferred across will be charged an interest rate as per the Balance Transfer offer you accepted
• There will be no interest free days, this means all Retail Purchases will be charged interest at the applicable Annual Percentage Rate.
• Any transferred balances that remain outstanding at the end of the promotional period will revert to the Annual Percentage Rate for Cash Advances.

For example, if your Balance Transfer rate is 0 % p.a. for 12 months, during the 12 months all additional purchases will be charged interest at the Annual Percentage Rate for Retail Purchases and at the end of the 12 months, any outstanding balances from the Balance Transfer will revert to the Annual Percentage Rate for Cash Advances. Purchases made throughout the promotional period will continue to be charged the Annual Percentage Rate for Retail Purchases.

We will apply payments firstly to:

• Monthly Instalment(s) for Fixed Payment Options due in the current Statement Period (if applicable); and then
• to the portion of the Closing Balance of your most recent statement which attracts the highest interest rate; and then
• to the portion of your balance which attracts the next highest interest rate;
• and so on.

Payments are then applied to balances that have not yet been billed on your statement in a similar fashion.

A Balance Transfer fee can be applicable on some promotional offers. 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.

At the end of the Balance Transfer period, the interest rate on any outstanding transferred balance and the Balance Transfer fee will revert to the applicable Annual Percentage Rate for Cash Advances.

Existing Cardholders

Call us on 1300 306 397. Balance Transfers can only be requested by the Primary Cardholder.
 

New customers

When you apply for a Coles Mastercard, you can apply to transfer a balance from another financial institution.

You can complete an application and will need to provide us with details of that account, including:

• Name the account is held in
• Type of Card/ Account
• Card/ Account Number
• Amount to be transferred
• Name of issuing organisation
• Biller Code and Reference Number

You can request to transfer account balances from other financial institutions and stores, such as:

• Other credit cards
• Personal loans
• Other types of unsecured credit

The balances being transferred must be in the name of the Primary Accountholder of the Coles Mastercard.

You cannot include the following in a Balance Transfer:

• Account balances from financial institutions/stores outside Australia
• Amounts greater than your available credit limit and/or greater than 80% of the credit limit of your Coles Mastercard

You can request a transfer for amounts between $500 and 80% of the available Credit Limit on your Coles Mastercard. For example, if you are approved for a $10,000 credit limit, you can apply to Balance Transfer up to $8,000. Your Credit Limit is subject to our credit criteria.

A minimum of $500 applies per Balance Transfer request. You can transfer as much of the balance from your other credit card, store card, personal loan or lines of credit as you like, provided the amount is no more than 80% of the credit limit on your Coles Mastercard. For example, if you are approved for a $10,000 credit limit, you can Balance Transfer $8,000.

Balance Transfers can only be processed up to 80% of your total Credit Limit. For existing Accounts, if a Balance Transfer request would result in exceeding your Credit Limit on the day it is processed, we will inform you so you can change your initial amount requested.

Balance Transfers do not collect flybuys points.

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.

You can monitor your account through the Online Service Centre or Coles Mobile Wallet App to check if the balance transfer has been processed.

While you have an active balance transfer on your account, interest-free days do not apply on purchases. Once your balance transfer is paid off in full, interest-free days will apply on purchases in line with the Coles Mastercard Terms and Conditions.

Balance transfers can help:

• Save you money on interest, if you are eligible for a promotional balance transfer rate
• Reduce the annual fees you pay, if you consolidate multiple credit cards balances in one and close other cards
• Combine multiple monthly payments into one, if you do a Balance transfer from multiple credit cards or personal loan products.

But you should remember, that they can’t:

• Pay your debt faster; it’s up to you to pay off your credit card by repaying more than just the minimum amount every month
• Eliminate all annual fees, as you may still be required to pay for the annual fee of the credit card you wish to bring all the balances to
• Eliminate all interest, as you may still be charged interest on purchases you make or if you don’t repay your account balance by the end of the promotional period
• Stop your monthly repayment obligations, as you will still be required to pay the minimum payment for the credit card you wish to make the balance transfer to

The Coles Mobile Wallet App is our mobile banking and loyalty app, designed for iPhone and Android devices. It allows you to manage your Account 24 hours a day with access to your Account Balance, available credit and transaction history. It also lets you view your flybuys account points balance, access, and activate a great range of exclusive flybuys offers. Plus you can use the app to activate and deactivate your Coles Pay Tag to give you an additional layer of security.

Current balance and available credit

• Your Available Cash Limit may differ from your available Credit Limit.
• Your available credit will reflect any pending transactions.

Pending and recent transactions

• Pending transactions are those currently being processed.
• The pending transaction description will include the merchant name when processed.
• Pending transactions can take up to ten days to be processed.
• Recent transaction dates refer to when your transactions were processed.
• The amounts shown may vary from your printed statement due to transaction processing delays. Please refer to your statement for the exact amounts.

Account summary

• Your statement closing balance and the associated minimum monthly payment.
• Any amounts due immediately for being overdue or over limit.
• Please ensure you allow the appropriate time for your payment to be received.

For more comprehensive information please visit the Online Service Centre.

It's easy. Simply download the app from the App Store for iPhone devices or Google Play for Android devices and follow the quick registration process. The name of the app is “Coles Mobile Wallet App".

The Coles Mobile Wallet App is free.

Note: Like any application that you can download to a device, your telecommunications service provider may charge data or call costs when you download or access the app as per your plan or agreement.

You access registration in the Coles Mobile Wallet App or in the Online Service Centre. The same username and password is used for both.

If you want to sign into your flybuys membership, you’ll also need your flybuys password.

Your flybuys Membership Number will be prepopulated based on the flybuys membership linked to your Coles Mastercard Account. In addition to this membership number, you will need your flybuys password. If you do not know your password, or have not signed in to the flybuys website before – please sign up here for flybuys.

You can activate and deactivate your Coles Pay Tag by going to settings and toggling activation on or off.

Note: If your Coles Pay Tag is lost or stolen, please report it immediately in the Online Service Centre or by calling 1300 306 397.

If you forget your Online Service Centre username or password when attempting to register for the app, simply select the ‘Forgot username’ or ‘Forgot password’ links on the login page and follow the prompts.

No, you may only register the Coles Mobile Wallet App on one device.

Whilst both allow you to manage your Coles Mastercard account 24 hours a day, the Coles Mobile Wallet App is only designed to provide you with a snapshot of your key account information. How you choose to manage your Account is up to you, however should you wish to view more comprehensive information please visit the Online Service Centre or flybuys website.

The Online Service Centre allows you to:

• Manage your Account 24/7
• Check your account status and transaction history
• Update your details
• Make BPAY® Payments
• Set up Direct Debit Payments
• Switch to online statements
• Manage your Credit Limit
• View, print and save your statements
• Set up alerts
• Link your flybuys account to your Coles Mastercard
• View your flybuys account points balance

The Coles Mobile Wallet App allows you to:

• Manage your Account 24/7
• Access your Account balance, available credit and transaction history
• View your flybuys account points balance
• Access and activate a great range of exclusive flybuys offers
• Request a Coles Pay Tag and turn it on or off

A Coles Pay Tag is a mini credit card sticker and flybuys barcode in one, which you can stick to the back of your mobile phone or anywhere else you find convenient. By leveraging the same functionality as contactless, the Coles Pay Tag enables you to make quick and easy payments by tapping, everywhere you see the contactless symbol. It also enables you to collect additional flybuys points at participating flybuys retail partners by scanning the barcode on your Coles Pay Tag.

You can use the Coles Pay Tag everywhere you see the contactless symbol. You can also collect additional flybuys points at participating retail partners by scanning the barcode on the Coles Pay Tag before you pay.

The Coles Pay Tag offers you the same protection against fraud and security as your Coles Mastercard. You’ll also need to use a PIN for all transactions of $100 or over, and the in-built chip provides protection against the chance of your personal details being copied. As an additional layer of security, you can also activate and de-activate the Coles Pay Tag using the Coles Mobile Wallet App.

If you are the Primary Cardholder, you can request a Coles Pay Tag by calling us on 1300 306 397.

Your Coles Pay Tag should arrive within ten business days and will be sent to your registered Coles Mastercard account address.

Should you need to change your registered address, please do so via the Online Service Centre.

The Coles Pay Tag is free.

Transactions made using your Coles Pay Tag will attract the same fees and charges that normally apply to your Coles Mastercard account.

There is a limit of one Coles Pay Tag per Account, which can only be requested by the Primary Cardholder.

No, the Coles Pay Tag is only available for Primary Cardholders.

1. SNAP: Carefully peel the card from the welcome letter and snap your Coles Pay Tag out of the plastic card
2. PEEL: Peel off the protective backing
3. STICK: Place your Coles Pay Tag at the bottom of the back of your mobile phone, or wherever else you’d like to stick it, and press firmly

We recommend attaching your Coles Pay Tag externally, over your mobile phone cover to ensure it is detected and to make it easier for you to scan your flybuys barcode.

The adhesive is strong enough for it to be reattached if you carefully remove the Coles Pay Tag and immediately re-stick it to your new mobile phone or other item, so you won’t need to order a new one every time you want to move the Coles Pay Tag. Should it not securely reattach, please call us on 1300 306 397 to order a replacement.

To activate your Coles Pay Tag, you can:

• Go to osc.coles.com.au and login with your username and password, select your Coles Pay Tag, go to “Manage My Card”, and click “Activate”
• Download the Coles Mobile Wallet App and follow the prompts
• Call 1300 306 397

You will need your Coles Pay Tag number to do this. You can locate this number in the letter you received with your Coles Pay Tag. If you don’t have this letter, a member of our Customer Support Team will be able to help you.

If you don’t have the 16 digit Coles Pay Tag Card Number, please call 1300 306 397 and ask to speak to a member of our Customer Support Team.

You’ll need to set your PIN at the time of activating your Coles Pay Tag. Once activation is complete, stay on the line and follow the prompts to select your PIN.

You will need to use a PIN for all purchases over $100.

To choose or change your PIN for your Coles Pay Tag, please call 1300 306 397.

1. Look for the contactless symbol
2. Scan the flybuys barcode on your Coles Pay Tag to collect your flybuys points at participating retailers
3. Hold your Coles Pay Tag over the edge of the terminal display
4. Wait for the green light to confirm payment

Terminals can differ between stores. We find the best place to hold your Coles Pay Tag is over the edges of the terminal. If the first try does not work, we suggest you try placing it over another edge or corner of the terminal as the strength of the reader can differ between terminals.

If you continue to experience issues, please call us on 1300 306 397.

Yes, your Coles Pay Tag works the same as a contactless card.

If you have lost your Coles Pay Tag or it has been stolen, you can deactivate the card or request a replacement in the Online Service Centre. You can also call 1300 306 397.

Reporting it will not block your Coles Mastercard, so you will still be able to use your Coles Mastercard.

Cancellation of your Coles Mastercard will not impact your Coles Pay Tag, so you will still be able to use your Coles Pay Tag.

If you have lost your Coles Mastercard or it has been stolen, you can deactivate the card or request a replacement in the Online Service Centre. You can also call 1300 306 397.

No, you cannot use your Coles Pay Tag to get cash out.

Yes, you will still collect flybuys points by using your Coles Pay Tag - the same earn rate as your Coles Mastercard will apply.

Yes, you can use your Coles Pay Tag overseas, anywhere you see the contactless symbol, however it depends on the individual country contactless limits but typically transactions under AUD $100 will be accepted, and those over AUD $100 will need a PIN. We recommend you follow the terminal prompts. Transactions made overseas using your Coles Pay Tag will incur the same fees as your Card would.

Your Coles Pay Tag will expire four years from when you first received it. You will be notified when your Coles Pay Tag is about to expire.

Please call us on 1300 306 397.

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 are able to customise solutions based on your individual circumstances. We may be able to provide you with:

• Payment variations
• Reduced payment plans
• Reduced settlements

If you have been impacted by COVID-19, there are some other options you can consider before applying for Financial Hardship. Find out more about them here.

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.

If you have been impacted by COVID-19, there are some other options you can consider before applying for Financial Hardship. Find out more about how we are supporting you during COVID-19 here.

If your change in circumstance is not related to COVID-19, the first step is for you to provide us with detailed information about your current financial situation. You can do this by filling out a Personal Financial Summary form and sending it with supporting documentation to us at this address:

Shared Services
Citibank Australia
PO Box 3453
Sydney NSW 2001
AUSTRALIA

Or email it to hardship@secure.coles.com.au by attaching it in a pdf or image format.

You may call our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays, and we can help you complete the Personal Financial Summary (PFS) form over the phone and advise you what solutions we can offer and any next steps you may need to take. The sooner we have your completed PFS form the sooner we can assess your needs. In order to provide assistance, we may also require one primary and one secondary supporting document. The types of documents we may require are set out below.

If you have difficulty with providing supporting documents, you can discuss this with our Debt Management Solutions team and we may be able to provide alternate solutions.

Please provide any other additional documentation you feel supports your application for financial hardship. We may ask for further supporting documentation depending on your circumstances.

After we receive your application, our Debt Management Solutions team will assess your application to determine eligibility and solutions, and will contact you to discuss the next steps.

During this time, if your circumstances change or you want to discuss your application you can contact our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays.

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, we will 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. At the same time, we will also place a hold 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.

If you need to contact us about the loss of a loved one you can do this over the phone or through mail. We are here to support you.

By Phone:

• Within Australia: 1300 306 397
• Calling from Overseas: +61 2 8288 2890

By Mail:

Attn: Estate Management
GPO Box 40
Sydney NSW 2001

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.

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, as well as the Individual Identification Form. These documents include:

• Death Certificate
• 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) and completed Individual Identification Form, should be sent to us at:

Attn: Estate Management
GPO Box 40
Sydney NSW 2001

Once we have received an official notification of death, we will reverse any interest and fees that may have been 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 along with a letter explaining why they are receiving the cheque.

The Estate is responsible for the debts of the deceased customer.

Forms you may need can be accessed through the links below:

• Individual Identification Form
• Indemnity Form (Executor)
• Indemnity Form (Beneficiary)

If your Coles Platinum Mastercard was approved on or after 5 March 2018, Complimentary Insurance cover is provided to your Account under a Group Policy issued by AWP Australia Pty Ltd ABN 52 097 227 177, AFSL 245631 (trading as Allianz Global Assistance) under a binder from the underwriter, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 to Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 and is subject to Terms, Conditions, and exclusions, some limits may apply.

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

From the 5th March 2018, the following insurance covers apply:

• Coles Platinum No Annual Fee Mastercard – Purchase Protection
• Coles Platinum Low Rate Mastercard – Purchase Protection
• Coles Platinum Rewards Mastercard – Purchase Protection
• Coles Platinum Mastercard – Purchase Protection, Transit Accident and Extended Warranty

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

For claim events occurring on or after 5th March 2018, please call Allianz Global Assistance on 1800 072 791 or visit claims.agaassistance.com.au to download a claim form.

For general enquiries about your policy, please call Allianz Global Assistance on 1800 072 791.

Additional copies of the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions can be obtained by phoning 1300 306 397 or online at www.coles.com.au/platinum-mastercard/insurance-terms.

If you have any difficulties or concerns with your Complimentary Insurance please call Allianz Worldwide Partner on 1800 072 791.

If your Coles Platinum Mastercard was activated on or after 1 October 2003, the Complimentary Insurance cover provided to your Account under a master policy issued by Hallmark General Insurance Ltd ABN 82 008 477 647, AFSL 243478 (Hallmark General Insurance) to Wesfarmers Finance Pty Ltd, ABN 58 601 282 455, Australian credit licence 470916 terminated on 04 March 2018.

From 5 March 2018 Complimentary Insurance cover is provided to your Account under a Group Policy issued by AWP Australia Pty Ltd ABN 52 097 227 177, AFSL 245631 (trading as Allianz Global Assistance) under a binder from the underwriter, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 to Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 and is subject to Terms, Conditions, and exclusions, some limits may apply.

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

Prior to the 5th March 2018, the following insurance covers apply:

• Coles Platinum No Annual Fee Mastercard – Merchandise Protection
• Coles Platinum Low Rate Mastercard – Merchandise Protection
• Coles Platinum Rewards Mastercard – Merchandise Protection
• Coles Platinum Mastercard activated on or after 1 June 2005 – Merchandise Protection
• Platinum Coles Mastercard (formally known as Coles Myer Source Gold Mastercard) activated between 1 October 2003 and 11 June 2005 – Merchandise Protection, Transit Accident and Extended Warranty

For claim events occurring prior to 5 March 2018 please call Hallmark Insurance on 1800 800 230.

If you have made a claim prior to 5 March 2018, Hallmark General Insurance will continue to address your existing claim. Please refer to correspondence received from Hallmark, which will contain the contact details.

If the incident date is on or prior to 4 March 2018, call Hallmark General Insurance on 1800 800 230.