Direct Debit form
Important - it can take up to 3 business days for your Direct Debit payment to be cleared from the bank account you have nominated to be debited. Until the payment is cleared, these funds will not be available for use.
Authority to disclose and maintain form
Other forms
We are here to listen and work with you in resolving your complaint. The feedback on your experience helps us understand where we can improve.
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.
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
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:
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:
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:
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:
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 here to understand your situation and work with you to find a solution that best meets your needs. So whether your situation is caused by unemployment, injury or illness, divorce, a natural disaster or an unexpected reduction in your income, we are here to help you get back on track.
If your financial circumstances have changed and you are unable to pay your account(s), full details on how we may be able to assist you, and how you can request assistance, can be found on our FAQ page.
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 website:
If you have a hearing or speech impairment you can contact Citi using the National Relay Service:
If you require additional support such as an interpreter or if English is not your first language please let us know when raising your complaint.
Citigroup is a member of the Banking Code of Practice (Code). Compliance with the Banking Code of Practice is monitored by the Code Compliance Monitoring Committee (CCMC), and you can report any breaches of the Code directly to the CCMC. For more information, visit their website at www.ccmc.org.au
Coles unsecured credit products are issued by Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 (Citigroup) and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. Coles will receive commission for the introduction of credit business to Citigroup.
Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated.
Coles unsecured credit products are issued by Citigroup Pty Limited ABN 88 004 325 080 AFSL No. 238098 Australian credit licence 238098 and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. Coles receives commission for the introduction of credit business to Citigroup.
