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Coles Mastercard Terms and Conditions and Other Important Information
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Coles Mastercard Rewards Terms and Conditions
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Notice of Variation to Your Coles Mastercard Rewards Terms and Conditions
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Coles Platinum Mastercard – Complimentary Insurance Terms and Conditions
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Financial Services Guide - Consumer Credit Related Insurance Services
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Coles Key Facts Sheet
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Direct Debit Request Service Agreement
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Coles Deed Poll
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Citigroup Deed Poll
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Forms


Direct Debit form

Download Direct Debit form

Authority to disclose and maintain form

Nominate someone to have access to information on your account

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Other forms

For all other forms, please visit the Online Service Centre.


How to Make a Complaint with Coles Credit Cards


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.


Select a topic

  • Making a complaint

  • Other things to know about your complaint

Step 1: Let us know Navigation Show below Hide below

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 1300 306 397 if outside Australia
Online: Click here to make an online complaint

Step 2: Escalate your complaint Navigation Show below Hide below

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

Step 3: Seek an Independent Review Navigation Show below Hide below

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)
AFCA offers an independent dispute resolution process to individual customers who have been through the banks complaints process.

Online: www.afca.org.au
Phone: 1800 931 678 (free call) or Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001

When can I expect my complaint to be resolved? Navigation Show below Hide below

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.

What can I do to help come to resolution of my complaint? Navigation Show below Hide below

  • 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

What do you consider when making a decision for a complaint? Navigation Show below Hide below

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

I have a Privacy Concern Navigation Show below Hide below

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 visit the Citibank Privacy Policy at www.citibank.com.au/australia/privacy/ or www.citibank.com.au/aus/footer/privacy/privacy-aus.html.

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

What if I am unhappy with the outcome of the complaint? Navigation Show below Hide below

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. We ask that you provide us with the opportunity to resolve your complaint (outlined in step 1 and 2 of this document) before seeking an external review:

What happens to my complaint after it has been resolved? Navigation Show below Hide below

We record the necessary details of your complaint and develop a report for senior leaders who drive initiatives to address customer feedback. Of course, your privacy is respected and the specific details of your complaint will remain confidential.

The report provides the following information:

  • A description of your complaint
  • The products and or services you raise as a concern
  • How long it takes us to resolve your complaint
  • Actions taken to resolve your complaint

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
You can contact us through:

Phone: 1800 931 356 (Monday to Friday, 9am-5pm AEST)
Email: hardship@secure.coles.com.au

Full details about how we may be able to assist you, and how to request assistance, can be found on our FAQ page.

Outside Support
You can get free independent counselling and advice from a Financial Counsellor. You can talk to a Financial Counsellor by calling 1800 007 007 (from anywhere in Australia), or refer to ASIC's Moneysmart website.

Accessibility 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.

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.

Citigroup is a member of the Banking Code of Practice (Code). Compliance with the Banking Code of Practice is monitored by the Code Compliance Monitoring Committee (CCMC), and  you can report any breaches of the Code directly to the CCMC. For more information, visit their website at www.ccmc.org.au