Important Information

Tell us about your concern and allow us the opportunity to assist you in resolving any concerns you may have. To expedite the resolution of your complaint we suggest you provide as much detail as you can such as dates, times, key events.

Phone: 1300 306 397 or + 61 1300 306 397 if outside Australia
Online: Make an online complaint here

The first thing to do is talk to one of our consultants or email us about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not, escalate it to a manager.

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

If you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may seek further assistance.

The Customer Advocate

We have appointed an impartial Customer Advocate to assist in reaching fair outcomes during the complaint process to make it easier for customers when things go wrong.

Email: customeradvocate@citi.com
Mail: Citi Customer Advocate,
GPO Box 204, Sydney NSW 2000

Australian Financial Complaints Authority (AFCA)

AFCA offers an independent dispute resolution process to individual customers who have been through the banks 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

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 we are not able to resolve your complaint within 4 days we will let you know by email and will continue to keep you updated on the progress.
• 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.

• Provide as much detail as you can regarding your complaint including dates, times and key events
• Be specific and provide relevant supporting documentation
• Tell us what you believe to be a fair resolution to the concerns you raise

We review each complaint on a case by case basis, taking into account the facts that resulted in the complaint, contractual obligations, any applicable laws and ASIC guidance and regulations that apply to credit products.
 
In making a decision on a complaint we will consider the following:

• What is fair and reasonable
• Code of Banking Practice
• National Consumer Credit Protection Act (NCCP)
• Other applicable legislation
• Relevant industry guidelines

Respecting and protecting our customers privacy is a key part of our commitment to you. We endeavour to be transparent with you and make sure that you have access to information we hold about you. For more information on complaints relating to your privacy or credit reporting, please visit the Citibank Privacy Policy at www.citigroup.com/australia/privacy/

In the event that you are not happy with the handling of your privacy complaint you can seek external assistance through the Office of the Australian Information Commissioner (OAIC). The OAIC is an independent government organisation which can assist you with privacy and information handling complaints and enquiries.

Online: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Mail: Office of the Australian Information Commissioner (OAIC) , GPO Box 5218, Sydney NSW 2001

If despite our best efforts, you believe that we have not dealt with your complaint fairly, or you believe the outcome to be unfair you can seek an independent review. We ask that you provide us with the opportunity to resolve your complaint (outlined in step 1 and 2 of this document) before seeking an external review:

• Citibank Customer Advocate - customeradvocate@citi.com
• Australian Financial Complaints Authority – www.afca.org.au
• Office of the Australian Information Commissioner – www.oaic.gov.au

We record the necessary details of your complaint and develop a report for senior leaders who drive initiatives to address customer feedback. Of course, your privacy is respected and the specific details of your complaint will remain confidential.

The report provides the following information:

• A description of your complaint
• The products and or services you raise as a concern
• How long it takes us to resolve your complaint
• Actions taken to resolve your complaint