Frequently Asked Questions

You can apply for a Coles Personal Loan between $2,000 and $50,000.

Please note: your loan amount offered will be based on our credit assessment and may be lower than what you request.

Your Coles Personal Loan comes with a line of credit feature which allows you to access your available credit limit, without the need to apply for an increase. Simply use your Coles Personal Loan Debit Mastercard to make a purchase with your available limit.*

Using the redraw feature on your account will be charged at the Standard Annual Percentage Rate (APR), please refer to your statement for your APR.

No, there is no early payout fee for early repayment.

If you ever need a copy of terms and conditions, you can find them on our website.

The minimum monthly payment includes any overdue and overlimit amounts which are payable immediately rather than on the payment due date. The minimum payment due on your statement must be paid by the payment due date each month, however you are able to pay more than this amount. If you do, the extra payments made will reduce your outstanding balance further, which means you have more available credit to access on your account. Please however note that any available credit you utilise will be charged at the standard annual percentage rate (APR). Please refer to your statement for your APR.*

You must pay the Minimum Payment Due by the Payment Due Date each month as advised in your statement. The monthly Minimum Payment Due is:

1. the greater of:

(a) $25 or if the card balance is less than $25, the card balance; or

(b) 2.00% of the card balance as ast the end of the Statement Period (rounded up to the nearest dollar);

2. plus any Monthly Instalment, Fixed Payment Option fees on that statement, initial interest charge, or related interest on any of them that is part of a Fixed Payment Option for that month.

All permanent Australian residents, over 18 years of age, who receive a regular income and have a good credit rating can apply for a Coles Personal Loan.

Please have the following information handy.

• Driver’s 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)

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.

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 Coles Personal Loan - 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),
• Letter of employment (should indicate annual income and employment status),
• Three months of applicant's bank statements showing the regular income,
• Most recent Individual Tax Return,
• Most recent PAYG Payment Summary (Group Certificate),
• 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),
• Notice of Assessment (less than 24 months old),
• Company/Business Tax Return (less than24 months old),
• 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,
• Two Payslips (less than 60 days old),
• Notice of Assessment,
• Employment Contract Letter,
• 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,
• Most recent Pension statement,
• Three months of personal bank statements showing regular credit or cash deposits,
• Most recent Self-Managed Superannuation Fund Tax Returns less than 15 months old,
• Letter from Superannuation Fund,
• Most recent Notice of Assessment,
• 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 are unable to supply any of these documents then we will be unable to verify your income and we won’t be able to progress your application.

Contact your service providers. Provide your Coles Personal Loan BSB and account number to your biller and advise them that your preferred method of payment is direct debit from your account.

A direct debit will have been set up from your bank account where you have given your BSB and Account number to allow a merchant or service provider to charge your account regularly to pay for the services they provide you.

Cancelling your direct debit does not cancel your contract with the merchant. If you still have a valid contract with a merchant and you’ve cancelled a direct debit, you’ll need to make alternate payment arrangements with them.

• The quickest way to cancel a direct debit is by contacting the merchant directly.
• If once you have cancelled the direct debit with the merchant, they continue to debit your account, you can contact us and we will put a stop on any future payments.

With the flexibility and convenience of accessing your available credit*, there are two ways you can make payments using your Coles Personal Loan account.

Direct Debits:

Set up direct debits directly with your financial institution to your Coles Personal Loan.

BPAY:

To use your Coles Personal Loan to pay your bills, set up a 'payee' online; then anytime you need to make a payment you can simply sign into your account:

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

You have the ability to withdraw cash from ATMs using your Coles Personal Loan Debit Mastercard®, without paying cash advance fees and pay the same standard Annual Percentage Rate (APR) as your purchases. Your APR can be found on your statement.

When overseas, you can also access cash from any ATM that displays the Mastercard, Cirrus and Maestro symbols. For transactions overseas, an international transaction fee applies.

To report a lost or stolen card, call us on 1300 306 397, or if you’re calling outside Australia +61 2 8288 2890.

If you notice a transaction on your account that you don’t recognise, please call us immediately on 1300 306 397 for us to investigate.

Coles Personal Loans aim to make the experience as easy as possible by providing you with detailed information on the steps involved.

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

You can activate your card via 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 the card by calling 1300 306 397.

The Online Service Centre (OSC) is our online access facility. It allows you to sign on to your account anytime to check your account balance, monitor transactions, pay bills and transfer funds using BPay and update personal details.

To register for Online access, please go to www.secure.coles.com.au and follow steps to register.

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
• 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

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.

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 date of birth
• A mobile phone to receive a One-Time PIN

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”
• Enter your card 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”
• 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.

To manage your personal details:

• Go to osc.coles.com.au and login using your username and password
• Click on your name at the top right of the page
• Click “My Profile” then “My Account Settings”

To manage your preferences:

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

To switch to eStatements:

• Go to osc.coles.com.au and login using your username and password
• Click “My Statements” then click “Alert 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 “My Statements” then “Statements & Notices”
• Select the year of the statement, then click the statement you’d like to view

The Coles Mobile Wallet App is our mobile services 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.

Current balance and available credit

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

Account summary

• Your statement closing balance and the associated minimum monthly payment.
• Any amounts due immediately for being overdue or over limit.

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".