Credit guide

 

Wesfarmers Finance Pty Ltd ABN 58 601 282 455, Australian Credit Licence Number 470916 ("we" or the "Credit Provider") is the Credit Provider for your Coles Credit Card. This credit guide gives you some information about our responsible lending obligations and dispute resolution procedures. If you have any queries, you can contact us on 1300 306 397.

We will not make an unsuitable contract with you

We are not permitted to enter into a credit contract or increase the credit limit of an existing credit contract if the contract would be unsuitable for you. A contract will be unsuitable for you if at the time of our assessment it is likely that you will be unable to comply with your financial obligations under the contract or could only do so with substantial hardship, or if the contract will not meet your requirements and objectives. In order to ensure that we do not enter into a contract with you that is unsuitable, we are required to make reasonable inquiries about your financial situation, your requirements and objectives and to take reasonable steps to verify your financial situation.

We will make an assessment that the contract is not unsuitable for you

We are required to assess that the credit contract is not unsuitable for you before we enter into the contract or agree to increase your credit limit. You may also request a copy of the assessment within 7 years of the date the contract is entered into or your credit limit is increased. If your request is made within 2 years, we will provide you with the assessment within 7 business days of your request, otherwise we will provide you with the assessment within 21 business days. We will not charge you a fee for providing the assessment.

If you have a dispute in relation to your credit contract

If you have a complaint, please contact us first. We have a free internal dispute resolution procedure which you can access by telephoning us on 1300 369 340 or by writing to our Credit Representative, Latitude Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100) at 572 Swan Street, Richmond VIC, 3121. To help ensure we address your complaint quickly please provide us with your name, address and account number and all the relevant information relating to your complaint. Once we are aware of your complaint our staff will take the appropriate steps to address your concerns straight away. If the staff member is not able to resolve this with you immediately the matter will be further investigated and all reasonable steps will be taken to resolve the matter with you or your authorised representative. If however, you are not satisfied with the outcome of your complaint, our external dispute resolution provider is the Financial Ombudsman Service Australia and can be contacted at 1800 367 287, www.fos.org.au or at GPO Box 3, Melbourne VIC 3001 (Australia).


Authorised credit representative’s credit guide

Latitude Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100), Authorised Credit Representative number 485013 is an authorised credit representative of the credit provider, Wesfarmers Finance Pty Ltd ABN 58 601 282 455, Australian Credit Licence Number 470916. This credit guide gives you some information about the services we provide and our dispute resolution procedures. If you have any queries, you can contact us on 1300 306 397, or at 572 Swan Street, Richmond, Victoria, 3121.


What we are authorised to do

Latitude Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100) performs services on behalf of the credit provider in relation to Wesfarmers Finance Pty Ltd’s credit contract with you. These include:

  • assessing your application to ensure that the credit contract is not unsuitable for you before the credit provider enters into the contract ;
  • managing and administering your account; 
  • assessing and deciding on hardship applications; and
  • addressing complaints, default and collections matters.

How we are paid and payments to third parties

Latitude Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100):

  • is paid on an “at cost” basis by the credit provider;
  • does not receive a commission or volume bonus in relation to your credit contract;
  • does not charge you a fee, charge or commission in relation to the services provided; and
  • does not make payments to third parties for the referral or introduction of business.

If you have a dispute in relation to your credit contract

If you have a complaint, please contact Latitude Financial Services Australia Holdings Pty Ltd (ABN 46 603 161 100) first. Latitude has a free internal dispute resolution which you can access by calling 1300 369 340 or by writing to 572 Swan Street, Richmond, VIC, 3121. To help ensure we address your complaint quickly please provide us with your name, address and account number and all the relevant information relating to your complaint. Once we are aware of your complaint our staff will take the appropriate steps to address your concerns straight away. If the staff member is not able to resolve this with you immediately the matter will be further investigated and all reasonable steps will be taken to resolve the matter with you or your authorised representative.

If however, you are not satisfied with the outcome of your complaint, our external dispute resolution provider is the Financial Ombudsman Service Australia and can be contacted at 1800 367 287, www.fos.org.au or at GPO Box 3, Melbourne, VIC, 3001 (Australia).