Welcome to the Coles Credit Card Hub

 

We’ve recently made a few changes to our website, so now you can easily find everything you need to get the most out of your Coles credit card, all in the one place. Whether you need to download important documents or manage your account, everything you need can be found below.

If you can't find the documents or information you need, please visit the Online Service Centre.

Make the most of your Card

 

Find out about the some of the benefits of having a Coles Mastercard.

Manage your account

For full list of FAQs, please see our FAQ page.

Select a topic

  • Managing your account

  • Statements

  • Balance Transfers

  • Online Service Centre

  • Mobile Wallet App

  • Pay Tag

How do I change or set up my Card ATM PIN? Navigation Show below Hide below

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

How do I report a lost or stolen credit card? Navigation Show below Hide below

  • Go to osc.coles.com.au and login using your username or password
  • Select the card you’d like to replace
  • Click “Manage My Card”
  • Click “Report lost/stolen” and follow the instructions
  • Alternatively, you can call 1300 306 397

How can Coles support me with financial hardship? Navigation Show below Hide below

We are able to customise solutions based on your individual circumstances. We may be able to provide you:

  • Payment variations
  • Reduced payment plans
  • Reduced settlements

I need financial hardship support Navigation Show below Hide below

The first step is for you to provide us with detailed information about your current financial situation. You can do this by filling out a Personal Financial Summary form and sending it with supporting documentation to us at this address:

Shared Services
Citibank Australia
PO Box 3453
Sydney NSW 2001
AUSTRALIA

Or email it to hardship@secure.coles.com.au by attaching it in a pdf or image format.


You may call our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays, and we can help you complete the Personal Financial Summary (PFS) form over the phone and advise you what solutions we can offer and any next steps you may need to take. The sooner we have your completed PFS form the sooner we can assess your needs. In order to provide assistance, we may also require one primary and one secondary supporting document. The types of documents we may require are set out below.

If you have difficulty with providing supporting documents, you can discuss this with our Debt Management Solutions team and we may be able to provide alternate solutions.

Reason for Hardship

Primary Documents

Medical Conditions Doctors Certificate or
Medical report or
Centrelink Disability Statement or
Work Cover Certificate or
Hospital Report or
Copy of medical related bill(s)
Reduction In Income Current payslip or
Payslip prior to income reduction or
Centrelink Statement or
Current year and prior years tax return or
Letter from Accountant confirming income reduction
Unemployment / Redundancy Centrelink Statement or
Separation certificate from employer
Divorce / Separation Court documents supporting divorce or
Letter from solicitor
Property Settlement / Pending funds Copy of Contract of Sale or
Letter from Real Estate verifying property has sold / is on the market or
Copy of property advertisement
Incarceration Letter from solicitor confirming incarceration, and length of incarceration or
Police or Court report confirming incarceration or
Letter from a Justice of Peace confirming incarceration, and length of incarceration
Unexpected Expenses / Overcommitment Statements from other debtors reflecting balance and Min due or
Copy of unexpected bill(s) or
Copy of current payslip
Consolidation / Refinance Copy of finance approval or pre-approval letter
Loss of Rental Income Letter from Real estate agent confirming recent rent income loss
Death in Family Copy of expenses incurred (e.g. funeral costs)
Natural Disaster No documents required

Please provide any other additional documentation you feel supports your application for financial hardship. We may ask for further supporting documentation depending on your circumstances.

After we receive your application, our Debt Management Solutions team will assess your application to determine eligibility and solutions, and will contact you to discuss the next steps.

During this time, if your circumstances change or you want to discuss your application you can contact our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays.

How can I choose to receive my statement? Navigation Show below Hide below

You can view your statements online as well as save or print them. Log in to the Online Service Centre, click on the card you’d like to view, and click “View Statement”. Then select the statement and date period you would like to view.

You can opt to have your statements delivered to your email address. To enrol in eCommunications:

  • Log in to the Online Service Centre, click “My Profile”, then click “Statement Preferences”
  • Set your eCommunications password which will be used each time you open your eStatement
  • Agree to the Electronic Communication Consent
  • Confirm your enrolment

You can opt to receive paper statements sent to your mailing address. A Paper Statement Fee of A$2.00 will apply each month we issue you with a paper statement, debited to your Account in the following Statement Period. This fee may be waived in limited circumstances.

How do I read my statement? Navigation Show below Hide below

Your statement tells you how much you've spent, how much available credit you have left and when your minimum monthly payment is due.

Download our How to read your statement PDF.

How do I get another copy of my statement? Navigation Show below Hide below

You can view your statements online anytime in the Online Service Centre.

If you’d like a paper copy of your statement, call 1300 306 397 to request one.

How do I change my statement delivery preference? Navigation Show below Hide below

To enrol in eStatements:

  • Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
  • Set your eCommunications password which will be used each time you open your eStatement
  • Agree to the Electronic Communication Consent
  • Confirm your enrolment


To de-enrol in eStatements:
  • Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
  • Click “Cancel enrolment” and confirm you wish to de-enrol

How do I make repayments? Navigation Show below Hide below

By Post using a cheque
You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for Credit products only) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:

Coles Mastercard
GPO Box 5427
Sydney NSW 2001

Please make your cheque payable to your Coles Mastercard Account Number and specify your Account type (e.g. Coles Rewards Mastercard Account Number). It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Cheques payable to the Accountholder may also be accepted (e.g. dividend cheque, Medicare refund, etc.) but cheques payable to a third party will not be accepted.

Australia Post
You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS. You will need your card and ATM PIN. Cash and EFTPOS payments will be applied to your account on the day you make the transaction.

Please allow seven business days for payments made by cheque to clear. However, funds will be considered received the day the cheque is deposited.

An Over-the-Counter Transaction Fee of A$2.25 will be charged to your Account at the end of the month for each payment made to your Account at Australia Post outlets when you use the Bank@Post facility.

BPAY
You can make payments from another financial institution through BPAY using Biller Code 8862 followed by your 16-digit Coles Mastercard number as your Customer Reference number.

Direct Debit
If you have chosen to make your repayments using Direct Debit, your repayments will automatically be made on the due date from your nominated bank account. Using Direct Debit avoids the hassle of remembering to make repayments each month, and helps prevent incurring unwanted late fees. Please ensure there are sufficient funds in the account on the monthly due date.

What is a Balance Transfer? Navigation Show below Hide below

A Balance Transfer involves transferring the existing balance(s) on your current credit card(s), store card(s) or loan(s) to a Coles Mastercard.

Once your balance has been transferred, it is your responsibility to close the accounts you are transferring balances from.

How do I apply for a Balance Transfer? Navigation Show below Hide below

Existing Cardholders

  • To request a Balance Transfer, call us on 1300 306 397. Balance Transfers can only be requested by the Primary Cardholder.

New customers

  • When you apply for a Coles Mastercard, you can apply to transfer a balance from another financial institution.
  • You will need to provide us with key details of the account(s) you are transferring from, including:
    • Name the account is held in (please note that we only accept Balance Transfers from accounts held in the same name as the Primary Cardholder)
    • Amount to be transferred (minimum $500)
    • Financial Institution BPAY Customer Reference Number

How long does it take to transfer my balance? Navigation Show below Hide below

Balance Transfers can take up to ten business days to process. You should allow additional time for any cheques to be received at the other financial institution. You can monitor your Account via the Online Service Centre to check if the balance transfer has appeared in your transaction listing.

How much can I transfer? Navigation Show below Hide below

You can request a transfer for amounts between $500 and 80% of the available Credit Limit on your Coles Mastercard. For example, if you are approved for a $10,000 credit limit, you can apply to Balance Transfer up to $8,000. Your Credit Limit is subject to our credit criteria.

Is there a Balance Transfer fee? Navigation Show below Hide below

If a Balance Transfer fee does apply, we will tell you in the balance transfer offer or at the time you apply.

If a Balance Transfer fee applies, it will be applied to your account at the time the Balance Transfer is processed.

How do I register for the Online Service Centre? Navigation Show below Hide below

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 ATM PIN (if your Coles Mastercard was approved prior to 3 March 2018)
  • Your date of birth (if your Coles Mastercard was approved after 3 March 2018)
  • A mobile phone to receive a One-Time PIN (if your Coles Mastercard was approved after 3 March 2018)

You will then be asked to create your username and password.

How do I login? Navigation Show below Hide below

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.

What do I do if I forget my username or password? Navigation Show below Hide below

To retrieve your username:

  • Go to osc.coles.com.au and click “Forgot Username”
  • If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
  • If your Coles Mastercard was approved after 3 March 2018, 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

To reset your password:
  • Go to osc.coles.com.au and click “Forgot Password”
  • If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
  • If your Coles Mastercard was approved after 3 March 2018, 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

How much does the Coles Mobile Wallet App cost? Navigation Show below Hide below

You can activate your card in 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 by calling 1300 306 397.

How do I change my PIN? Navigation Show below Hide below

To change your PIN in the Online Service Centre

  • Click on the card you wish to manage
  • Click “Manage My Card”
  • Click “Change PIN”

You may also activate by calling 1300 306 397.

How do I view my statements in the Online Service Centre? Navigation Show below Hide below

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 “View statement”
  • Select the year of the statement, then click the statement you’d like to view

What is the Coles Mobile Wallet App? Navigation Show below Hide below

The Coles Mobile Wallet App is our mobile banking 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. Plus you can use the app to activate and deactivate your Coles Pay Tag to give you an additional layer of security.

How can I get the Coles Mobile Wallet App? Navigation Show below Hide below

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".

How much does the Coles Mobile Wallet App cost? Navigation Show below Hide below

The Coles Mobile Wallet App is free.

Note: Like any application that you can download to a device, your telecommunications service provider may charge data or call costs when you download or access the app as per your plan or agreement.


How do I register for the Coles Mobile Wallet App? Navigation Show below Hide below

You access registration in the Coles Mobile Wallet App or in the Online Service Centre. The same username and password is used for both.


If you want to sign into your flybuys membership, you’ll also need your flybuys password.

How do I sign in to flybuys in the Coles Mobile Wallet App? Navigation Show below Hide below

Your flybuys Membership Number will be prepopulated based on the flybuys membership linked to your Coles Mastercard Account. In addition to this membership number, you will need your flybuys password. If you do not know your password, or have not signed in to the flybuys website before – please sign up here.

 

What is a Coles Pay Tag? Navigation Show below Hide below

A Coles Pay Tag is a mini credit card sticker and flybuys barcode in one, which you can stick to the back of your mobile phone or anywhere else you find convenient. By leveraging the same functionality as contactless, the Coles Pay Tag enables you to make quick and easy payments by tapping, everywhere you see the contactless symbol. It also enables you to collect additional flybuys points at participating flybuys retail partners by scanning the barcode on your Coles Pay Tag.

How can I get a Coles Pay Tag? Navigation Show below Hide below

If you are the Primary Cardholder, you can request a Coles Pay Tag by calling us on 1300 306 397.

How do I activate my Coles Pay Tag? Navigation Show below Hide below

To activate your Coles Pay Tag, you can:

  • Go to osc.coles.com.au and login with your username and password, select your Coles Pay Tag, go to “Manage My Card”, and click “Activate”
  • Download the Coles Mobile Wallet App and follow the prompts
  • Call 1300 306 397

You will need your Coles Pay Tag number to do this. You can locate this number in the letter you received with your Coles Pay Tag. If you don’t have this letter, a member of our Customer Support Team will be able to help you.

How do I use my Coles Pay Tag? Navigation Show below Hide below

1. Look for the contactless symbol
2. Scan the flybuys barcode on your Coles Pay Tag to collect your flybuys points at participating retailers
3. Hold your Coles Pay Tag over the edge of the terminal display
4. Wait for the green light to confirm payment

How secure is the Coles Pay Tag? Navigation Show below Hide below

The Coles Pay Tag offers you the same protection against fraud and security as your Coles Mastercard. You’ll also need to use a PIN for all transactions of $100 or over, and the in-built chip provides protection against the chance of your personal details being copied. As an additional layer of security, you can also activate and de-activate the Coles Pay Tag using the Coles Mobile Wallet App.

About your statement

 

Your statement tells you how much you've spent, how much available credit you have left and when your minimum monthly payment is due.

How to read your statement

For more information on your statement, please see our FAQ page.

Hardship

We’re here when you need us most

 
We are here to understand your situation and tailor our solutions to best suit your individual needs. So whether your situation is caused by unemployment, injury or illness, divorce, a natural disaster or an unexpected reduction in your income, we are here to help you get back on track.

Hardship Assistance
Phone: 1800 931 356
Email:
hardship@secure.coles.com.au

Operating hours for contact number Monday to Friday, 9am – 5pm (AEST)

Outside Support
You can get free independent counselling and advice from a Financial Counsellor.

For a comprehensive listing of Financial Counsellors please visit the FCA website.

To talk to a Financial Counsellor by phone (or for referral) ring 1800 007 007 from anywhere in Australia.

You can get additional information through the following website:

> ASIC: moneysmart.gov.au

Your important documents


Important information involving your Coles Mastercard and credit provider are included in these documents. It is important that you read them carefully.

Important Information

All the documents and forms you need.
Find out more

Terms of Use


Find out more

Card Security and Protection


Find out more

Account Cover Plus

Optional cover purchased prior to 25th February 2018.
Find out more

Travelling Overseas

 

Ensure you’re connected with your accounts to help you stay safe and secure while you’re away.


Credit Card Tips:
Update your mobile number
It’s important that you make sure we have your correct mobile number that you’ll be using while overseas so that we can contact you if there is any suspicious activity on your account. You will also need your mobile number to receive your One-Time PIN (OTP) in the Online Service Centre. You can update your mobile number by logging into the Online Service Centre.

Check the expiry date on your card
Have a look at your Credit Card before you leave. If your card is due to expire or it will expire when you are overseas and you haven’t received your new card, please contact us a member of our Customer Support Team to assist.

Know your PIN number
Make sure you know the PIN number for your Credit Card as some countries require a PIN to make purchases. Simply go to the Online Service Centre to create or change your PIN.

More travel tips
Check out www.smartraveller.gov.au - this Government website has handy travel tips, advice and all the latest travel advisory warnings. If your card is lost or stolen, please call us immediately on +61 1300 306 397.

Coles Mastercard flybuys participants

Customers with this card only collect flybuys points at the following flybuys participants:

flybuys participants include: First Choice Liqor, Coles Express, Kmart Tyre and Auto, Target Country, Liqorland, Coles, BiLo, Target, Liqorland Direct and Kmart

Terms & conditions

1 flybuys points awarded for using a Coles Mastercard linked to your flybuys membership are in addition to flybuys points awarded by flybuys partners. The number of flybuys points awarded is calculated by reference to the Australian dollar amount of the transaction. flybuys points will be allocated by flybuys in accordance with the flybuys terms and conditions. For No Annual Fee and Rewards credit cards, Points are earned on Eligible Transactions. For the Low Rate credit card, Points are earned on Coles Spend. Both Eligible Transactions and Coles Spend are defined in www.coles.com.au/rewards-mastercard/terms-conditions. For the avoidance of doubt Low Rate Card purchases at Coles Supermarkets will earn points. Standard flybuys Terms and Conditions apply, see flybuys.com.au. Note that partners’ earn rates vary.

2 Receive free delivery each time you spend $100 or more, after savings and discounts, with a Coles Credit Card at shop.coles.com.au. Offer can be withdrawn at any time. Offer excludes tabaccp and tobacco related product purchases and remote delivery order. To see if we deliver to yourarea, visit shop.coles.com.au and enter your postcode. Normal delivery terms and conditions apply.

3 2,000 flybuys points are required to redeem $10 off at the checkout each time. Number of required points could change. Excludes Coles Express, Coles Local and Coles online. Minimum spend is $10.05 after savings and discounts in one transaction at Coles Supermarkets and BI-LO (excluding smoking/tobacco product purchases, Coles Group gift cards and iTunes cards).

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 may receive commission for the introduction of credit business to Citigroup.