Important Information

 

Important: The Coles Reloadable Mastercard and the Coles Online Mastercard are no longer available to new customers. Existing customers can continue to use their cards as normal and access their account online through the prepaid service centre.

The $50 and $100 Coles Gift Mastercards will continue to be available to purchase in store at Coles Supermarkets and Coles Express.

On this page you'll find:

Product Disclosure Statements and Terms and Conditions

 

Coles Reloadable Mastercard Product Disclosure Statement (PDF, 561kb)

Supplementary PDS
As of 8 March 2017, the Coles Reloadable Mastercard is no longer available to new customers. With effect from 8 March 2017 any references in this Product Disclosure Statement to the ability to obtain a Coles Reloadable Mastercard by purchasing online at colesprepaidcards.com.au will no longer apply. This information amends and forms part of the above PDS.

Coles Online Mastercard Product Disclosure Statement (PDF, 815kb)

Supplementary PDS
As of 8 March 2017, the Coles Online Mastercard is no longer available to new customers. With effect from 8 March 2017 any references in this Product Disclosure Statement to the ability to obtain a Coles Online Mastercard by purchasing online at colesprepaidcards.com.au will no longer apply. This information amends and forms part of the above PDS.

Coles Gift Mastercard Conditions of Use (PDF, 790kb)

Card security and protection

Card security
The Orion fraud monitoring system helps give you security and fraud protection if you have a Coles Reloadable Mastercard.

Fraud management
The Orion fraud management system helps identify unusual activity on your Coles Reloadable Mastercard. As soon as a suspect transaction is detected, our card security experts are alerted so they can review it and take any necessary action.

Mastercard® SecureCode™ 
Mastercard SecureCode is an additional layer of security that verifies your online purchases in real time. This verification helps to reduce card fraud and unauthorised card use.

Mastercard Zero Liability
Mastercard’s zero liability policy gives you peace of mind, so if there’s a fraudulent transaction on your Coles Reloadable Mastercard, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card. You also need to have abided by the Product Disclosure Statement. If you would like to know more about Zero Liability, visit mastercard.com.au.

Chip protection
The in-built chip in your Coles Reloadable Mastercard provides increased protection against fraud, reducing the chance of your personal details being copied if your card is lost or stolen.
You must also review your transaction history regularly and ensure that you quickly report to us any transaction you think is unauthorised.

Financial Services Guide (FSG)

 

The Coles Financial Services Guide (FSG) is designed to help you make an informed decision about whether to use the financial services we can provide to you.

The FSG contains information about:

  • the financial services we provide;
  • how we and others are remunerated in relation to those services;
  • how complaints are dealt with;
  • how we respect your privacy; and
  • how to contact us.

If you decide to take out a Coles Prepaid Card product, you will also receive a Product Disclosure Statement which contains important information about the product to help you make an informed decision.

Download the Financial Services Guide (PDF, 80kb)

Lost and Stolen Cards


Ensure you keep your card secure. Anyone holding the card or who knows the card details (for example, the card number, expiry and CVC number) can use it to make purchases.

If your Coles Gift Mastercard is lost or stolen or if the details of your Coles Online Mastercard are compromised, we will not provide a replacement or refund.

If your Coles Reloadable Mastercard has been lost or stolen, is compromised in any way, or you suspect an unauthorised transaction, please report it immediately via the Prepaid Service Centre.

Alternatively you can call the Customer Support Centre on 1300 095 072 (fees may apply). We will immediately block your card.

Coles Prepaid Cards Customer Support

Hours: 8am – 8pm Monday to Friday and 8am – 1pm Saturday AEST

Telephone: 1300 095 072

Email: prepaidcards@coles.com.au

Privacy Policy

Coles Prepaid Cards are promoted and distributed by Coles Financial Services Pty Ltd (“Coles”) as authorised representative for Indue Ltd (“Indue”), the issuer of Coles Prepaid Cards.

Coles and Indue are committed to ensuring the privacy and security of your personal information.

Information about how Coles collects and handles information about you as our customers, visitors to our website, apps, social media and other digital services is available below:

> Coles Privacy Policy

> flybuys Privacy Policy

 
For details about how Indue handles personal information in relation to Coles Prepaid Cards, please follow the link: store.colesprepaidcards.com.au/privacy

Prohibited Transaction List

 

  • Any form of gambling and gambling related services
  • Purchase of money orders
  • Transactions or transfers to financial institutions
  • Transactions related to any form of money transfer service
  • Transactions which may result in the ability to access cash (other than withdrawals from your reloadable cards at ATMs)

Complaints

Coles Prepaid Cards is committed to providing fair and reliable customer support

If you’re dissatisfied with the experience you’ve had with Coles Prepaid Cards, you can access our complaints handling procedures and we’ll try to make things right.

If you have any questions or concerns about how we manage your personal information, please refer to the privacy policies contained on our website at https://store.colesprepaidcards.com.au/privacy


Complaints about the Coles Reloadable Mastercard and Coles Online Mastercard

The Coles Prepaid Cards are issued by Indue Ltd (“Indue”). Indue is committed to meeting Australian standards on handling financial services complaints with fairness, honesty and professionalism. It aims to do this in an effective and efficient way.

This complaints policy applies to any complaint you have in relation to the Coles Prepaid Cards, other than the Coles Gift Mastercard product.

For details on making enquiries and complaints about the Coles Gift Mastercard, please refer to the Coles Gift Mastercard Conditions of Use above.

How we will assist you

If you wish to use Indue’s complaints handling process, you simply need to call the Coles Prepaid Cards Customer Support Centre (“Customer Support Centre”) on 1300 095 072 (Monday to Friday 8am to 8pm, Saturday 8am to 1pm (AEST)).

Alternatively, you can write to prepaidcards@coles.com.au or to the following address:
PO Box 523, Toowong, QLD 4066.

When you call or write to the Customer Support Centre using the above contact details, and express dissatisfaction with a Coles Reloadable Mastercard or Coles Online Mastercard product, the Customer Support Centre will handle your matter in accordance with this complaints policy.

All complaints will be handled in a fair, transparent and timely manner. You may be asked for more information after you first make your complaint.

This will be asked for only if the extra information is necessary to resolve your complaint and Indue will only take account of relevant information.

If you have any questions concerning the complaints and disputes process, you may contact Indue on 07 3258 4222 and ask to speak to the Customer Support Centre Manager.

Reviews and Timeframes

If your complaint cannot be resolved straight away when you first contact the Customer Support Centre, a Customer Contact Officer will get in touch with you within 24 - 48 hours of receiving your complaint. At this time, the Customer Contact Officer will advise you of the resolution of the complaint or will acknowledge that an investigation of your complaint is underway.

Indue will attempt to resolve your complaint to your satisfaction. If Indue resolves your complaint in your favour within 5 business days of receiving your complaint, a Customer Contact Officer will be in touch with you to let you know. This may only be by phone. If you want to receive written confirmation of the resolution of your complaint, please let the Customer Contact Officer know and they will arrange to provide that in writing to you.

If Indue needs more time to investigate the matter, it will write to you to let you know and, if necessary, request further details from you. Within 21 days from receiving your complaint (or from receiving enough information from you to investigate your complaint), Indue will write to you to let you know the outcome of its investigation. Alternatively, it will notify you that it needs extra time (not more than an extra 24 days) to complete its investigation.

If your complaint remains unresolved at the time that is 21 days from when Indue received your complaint with sufficient information to investigate it, your complaint will be reviewed by Indue’s Customer Support Centre Manager.

Unless resolved within 5 business days, Indue will communicate the outcome of its investigation to you in writing.

If you do not agree with the outcome or the outcome is not to your satisfaction, you have the right to escalate your complaint to the Credit & Investments Ombudsman (CIO). The CIO independently resolves disputes between consumers and member financial services providers. Indue will provide you with contact details for the CIO so that you may take your complaint to the CIO if you wish.

You also have the right to take your complaint to the CIO if Indue has not resolved your complaint within 45 days from the time it received your complaint or received all relevant information from you.


Reviews by the Credit & Investments Ombudsman

The CIO is an independent external dispute resolution scheme that offers its services free of charge to you and is approved by the financial services regulator, the Australian Securities and Investments Commission (ASIC).

Indue is a member of the CIO and if a dispute falls within the CIO’s Terms of Reference, the CIO can investigate your complaint and make a decision on it.

As Indue is a member of CIO we are bound by the CIO’s decisions. This means that if the CIO makes a decision in your favour, Indue must honour that decision. However, you are not bound by the CIO’s decisions. This means that if its decision is not in your favour, you may choose to seek your own legal advice if you still want to pursue a remedy.

In order to have the CIO investigate your complaint, you must contact the CIO within two years of when Indue communicated its final complaint investigation decision to you.

The CIO will not investigate a matter unless Indue has been given an opportunity to resolve your complaint first.

To access the CIO’s dispute resolution services you must contact the CIO directly using the following contact details:

Credit and Investments Ombudsman

Address: PO Box A252, Sydney South, NSW 1235
Website: www.cio.org.au
Telephone: 1800 138 422 or 02 9273 8400
Fax: 02 9273 8440


Contact us

It’s easy to get in touch with us. Our contact details are:

Indue Ltd
PO Box 523, Toowong, Queensland, 4066
Telephone: 1300 095 072 (Monday to Friday 8am to 8pm, Saturday 8am to 1pm (AEST))
Website: www.colesprepaidcards.com.au
Email: prepaidcards@coles.com.au