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COVID-19 Latest updates

Our most vulnerable communities need your help.

As supermarkets providing an essential service, our priority is helping our most vulnerable communities access food and household staples at a time when it can be difficult for them to shop in our stores.

We’re therefore working to serve as many vulnerable customers as possible. If you’re a vulnerable customer, you can access groceries in four ways:

  • Ask a friend, neighbour or family member to shop for you, or check if your local store has a Community Hour dedicated to the elderly and those with a disability, and use that time to shop for your needs
  • Register with the National Disability Insurance Scheme or with My Aged Care for access to their services
  • If you’ve ordered using our online services dedicated to vulnerable customers, you can ask a friend, neighbour or family member to pick up your shopping via in-store collection (Coles and Woolworths only)
  • Finally if the above isn’t possible, use the online services dedicated to vulnerable customers to have your order delivered to you at home

We also encourage everyone to think about those in genuine need in their community. Whether it’s your building, street or suburb, we ask that you offer help wherever possible.

Please check our websites for information on Community Hour and our online services. If you’d like more information on the NDIS list, including questions on eligibility, please visit ndis.gov.au or call 1800 800 110. For more information on My Aged Care visit myagedcare.gov.au.

Wishing you all a happy and safe Easter

The Australian Government has deemed supermarkets as an essential service; as such, we're working closely with the Department of Health to ensure our stores follow the latest guidelines to keep all customers and team members safe this Easter..

PLAN AND SHOP EARLIER THIS EASTER

We recommend that you plan and visit earlier this week, as this will allow you to shop during quieter periods. Nationally we’re open every day until Thursday, and on Easter Saturday, Sunday and Monday. We’re also open 11am-5pm on Good Friday in NSW, ACT and NT. Our Community Hour will also run nationally 7am-8am Monday-Thursday this week*. Please see coles.com.au for your nearest store’s opening hours across this week and Easter weekend.

*please check your local store for details.

EXTENDED TRADING HOURS TO MAKE YOUR VISIT MORE CONVENIENT

Outside of Easter, we’ve also extended our regular trading hours to 7am – 10pm* to help shop when it’s most convenient for you. Late evenings are typically less busy and we therefore recommend visiting at this time if you prefer a quieter shopping period.

*where state laws allow. WA & QLD typically open til 9pm Mon-Fri. Please check coles.com.au for your nearest store’s opening hours & weekend hours.

WHEN YOU'RE DOING YOUR EASTER SHOP

Over the coming week, at the necessary times we will introduce limits on how many customers can be in a Coles store. We ask that you follow team member instructions and any signs in-store so we can safely serve as many customers in the community as possible.

HEALTH AND SAFETY IN OUR STORES REMAIN A PRIORITY

We’re continuing to add extra cleaning and sanitisation in our stores to help ensure the safety of both our customers and team members. Checkouts and self-service areas will now have additional cleaning every hour, plus we’ll be providing more wipes for baskets and trolleys. To help minimise close contact time, we’ll be asking you to follow the signs around the store, the packing instructions at the checkout, and when paying, scanning your own flybuys card and using tap & go payment wherever possible.

For more information on shopping safely at Coles this Easter click here.

Coles credit card, personal loans and insurance

31st March, 2020

To find out more about the impact of COVID-19 on your Coles credit card, personal loan or insurance policy including changes to our contact centres click hereOpens in new window.

Helping you shop safely during this time

1st April, 2020

The Australian Government has deemed supermarkets as an essential service; as such, we’re working closely with the Department of Health to ensure our stores follow the latest guidelines to keep all customers and team members safe. The latest information outlines that you have a low risk of contracting COVID-19 if you are in close contact with team members or other customers for less than 15 minutes.

So we’ve created a few tips and tricks to help become a Coles Speedy Shopper - click here to view our recommendations on how we can help you shop safely during this time.

PLANNING YOUR SHOP

We recommend you create a shopping list before visiting a store and have alternatives on your list in case your usual choice is unavailable. Using the Coles App is a great way to build and store your list. We also ask that you do not visit a store if you are feeling unwell and ask a friend or family member to shop for you.

WHEN YOU SHOP

We encourage you to shop alone whenever possible, and we ask all customers to wash or sanitise their hands before entering the store. We request that you follow the store navigation signs to complete your shop as efficiently as possible. We also request that you touch only what you’ll buy across the store.

AT THE CHECKOUT

We now have marked signs at our supermarket checkouts to help you queue and pack at a safe distance. We ask that you pack your own bags to minimise both handling and close contact time. We also ask that you scan your flybuys card yourself when paying, and we prefer card payments including tap & go when checking out.

ACCESS TO COLES COMMUNITY HOUR FOR CARERS, FRIENDS AND NEIGHBOURS

Coles Community Hour is now open to carers, friends and neighbours of vulnerable customers 7am-8am* every Monday, Wednesday and Friday. Carers, friends and neighbours simply need to present the eligible customer’s government-issued Pensioner Concession Card, Commonwealth Seniors Health Card, Companion Card, Seniors Card, Disability Card, Health Care Card or proof of age when entering the store^.

*where state laws allow, ^these arrangements will be reviewed as necessary.

Product Availability Icon

Product availability

30th March, 2020

ENSURING ALL CUSTOMERS HAVE ACCESS TO NECESSITIES

Our team members, suppliers and transport partners have been working hard to deliver more products to stores every day and we are stocking shelves as quickly as possible.

To continue to allow everyone the opportunity to purchase staple items, the following purchase limits are currently in place:

One pack per person:
  • Toilet paper
  • Paper towels
Two items per person:
  • Pasta
  • Flour
  • Dry rice
  • Paper tissues
  • Hand sanitisers
  • Eggs
  • Frozen vegetables
  • Frozen desserts
  • Sugar
  • Canned tomatoes
  • Liquid soap
  • Nappies
  • Anti-bacterial wipes

We will also be introducing some additional limits on certain items in each store. These can vary between stores, so please visit your local Coles for more information.

We are grateful to our team members and suppliers who are working tirelessly to do the best job possible under the circumstances, and we thank you for your understanding and support. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.

Store Hours and Information Icon

Store information

1st April, 2020

WE’RE OPEN 7AM TO 10PM EVERY DAY*

Our supermarkets will remain open 7am to 10pm every day*, with the first hour of trade on weekdays exclusively for Coles Community Hour. Once this hour is complete, all other customers will be invited through the doors to complete their grocery shop. Supermarkets will also close no later than 10pm to give our team members the time and space to extensively clean our stores and replenish the shelves for customers the next day.

*where state laws allow.

COLES COMMUNITY HOUR

Community Hour is held from Monday to Friday from 7am to 8am in all Coles supermarkets, for the following community members:

7AM – 8AM TUESDAYS & THURSDAYS for emergency services and healthcare workers who:

  • Can demonstrate they are registered with AHPRA;
  • Have a workplace ID; or
  • Are wearing their work uniform^.

7AM – 8AM MONDAYS, WEDNESDAYS & FRIDAYS for elderly customers, those in need of assistance, as well as carers, friends and neighbours who shop on behalf of vulnerable customers. They simply need to present a government-issued identification card when entering the store^ (carers, friends and neighbours simply need to present one of the following cards of the person they are shopping on behalf of):

  • Pensioner Concession Card
  • Companion Card
  • Commonwealth Seniors Health Card
  • Health Care Card
  • Seniors Card
  • Disability Card

^these arrangements will be reviewed as necessary.

Store managers will use sensible discretion and compassion to ensure vulnerable customers who require access are able to complete their shopping during Community Hour.

Once this hour is complete, all other customers will be invited through the doors to complete their grocery shop.

For elderly or vulnerable people in our community unable to access supermarkets, there are charities throughout the country available to assist. To locate a charity in your area, please visit www.foodbank.org.auOpens in new windowOpens in new window or www.askizzy.org.auOpens in new windowOpens in new window . Please note, Foodbank does not supply food and groceries direct to the general public, but provides food and grocery relief to 2,400 charity agencies across Australia.

LATEST STORE INFORMATION

Coles Dandenong Plaza cleared to trade
5th April, 2020

A team member at Coles’ Dandenong Plaza VIC supermarket is self-isolating after testing positive for COVID-19 yesterday.

Coles worked with the Victorian Department of Health to conduct contact tracing, which confirmed no other team members had close contact or required self-isolation. Coles’ standard cleaning procedures comply with the Federal Government’s Federal Government’s COVID-19 Hygiene Practices For Supermarkets. As an added precaution, Coles has conducted an additional deep clean of the store overnight.

The Victorian Department of Health has confirmed the store can continue to trade and the risk of transmission for customers and team members is very low. Click here for more information on the measures Coles is taking to help stop the spread of COVID-19.

If you would like more information on COVID-19 you can call the National Coronavirus Health Information Line on 1800 020 080.

For more information on stores that have been confirmed as safe to trade after having a staff member test positive for COVID-19 click here.

UPDATE ON THE COLES REFUND AND RETURNS POLICY

From 13 March 2020, we have temporarily suspended our change-of-mind refund policy to discourage over-purchasing.

If you have already purchased additional items you no longer want, please consider donating them to community organisations like our long-standing partner, Foodbank, which will ensure they are directed to people in need. To confirm your local Foodbank is accepting donations, what they are accepting and their opening hours, visit www.foodbank.org.auOpens in new windowOpens in new window.

NO RAIN CHECK

As we continue to see unprecedented demand in our stores, we will be temporarily suspending our in store ‘rain check’ policy to avoid any disappointment relating to product availability.

Thanks for your ongoing support and patience in these unprecedented times.

Changes to Coles Online Icon

People and community

2nd March, 2020

EMPLOYING MORE AUSTRALIANS AND INVESTING IN OUR SUPPLY CHAIN

Within the past two weeks we have recruited more than 8200 people at Coles supermarkets and liquor stores in various roles from casual and part-time positions to management positions.

We are still recruiting for an additional 4000 positions across the country. There’s a wide range of roles available including casual and part-time to help serve our customers and replenish shelves in supermarkets and liquor stores, as well as over 300 leadership positions including store managers, assistant store managers, department managers and butchers.

We’re also looking for more than 100 qualified bakers for our in-store bakeries across the country.

To apply visit Opens in new windowwww.colescareers.com.au

PROVIDING INCOME TO SHAREHOLDERS

On Friday 27 March we paid our interim dividend, returning over $400 million to shareholders. This will benefit millions of Australians either through direct shareholding, superannuation or index funds.

DONATING AN ADDITIONAL $1M A WEEK TO SECONDBITE AND FOODBANK

To give extra support to those who need it most right now, every week we’ll be donating additional food and household goods to the retail value of $1M to our charity partners SecondBite and Foodbank. These charities are focused on helping our most vulnerable communities during this challenging time, and this additional support will help boost our ongoing food donation program. Unfortunately, community centres are closing down making it more difficult to help those most at need.

Changes to Coles Online Icon

Coles Online

31st March, 2020

HOME DELIVERY WITH COLES ONLINE PRIORITY SERVICE (COPS)

Coles Online Priority Service (COPS) has been created to support our most vulnerable customers and communities during this challenging time, and ensure we help those that need it the most right now. Find out about who’s eligible and what services are available below.