Important Information

Coles Personal Loans

Product Information and Forms

How to Make a Complaint

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. If You have a complaint about the service provided to you, you should follow the steps below.

Steps to make a complaint

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 2 8288 2890 if outside Australia

Online: Click here to make an online complaint

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)

The Australian Financial Complaints Authority offers an independent dispute resolution process to individual customers who have been through the banks complaint process.

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

The Australian Securities and Investments Commission (ASIC) also has a free information line 1300 300 630 that can be used to get more information on your rights, and how to make a complaint.

Complaints and Support FAQs

Support

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.

We understand sometimes things don’t always go to plan and situations arise that can make it difficult to meet your repayments.. If you are having difficulty keeping up with the repayments on your credit contract please contact us, as we may be able to offer some options to assist you. For more information, click here.

We have a dedicated Debt Management Solutions team who can be contacted on 1800 100 823, 9am – 5pm Monday – Friday (AEST) except public holidays.

Alternatively, you can always contact our Financial Hardship team directly:
Email: hardship@secure.coles.com.au
Phone: 1800 931 356.

Complaints

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 see Part B of your Coles Personal Loans Unsecured Credit Terms and Conditions and Other Important Information document. For further information please visit the Citibank Privacy Policy at www.citigroup.com.au/australia/privacy/. You can also view the Coles Supermarkets Privacy Policy at www.coles.com.au/privacy and the flybuys Privacy Policy at www.flybuys.com.au/about/#privacy/privacy-policy.

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.

Other

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.