Important Information

Coles Personal Loans Unsecured Credit Terms and Conditions and Other Important Information, including Privacy Notice
Download Coles Personal Loans Unsecured Credit Terms and Conditions and Other Important Information

Citigroup Pty Ltd Credit Guide
View Citigroup Pty Ltd Credit Guide

Target Market Determination
Coles Personal Loans TMD

Citi Deed Poll June 2022
View Citi Deed Poll

Direct Debit form
Download Direct Debit form

Appointment of Authorised Person form
Download Appointment of Authorised Person form

If you have a hearing or speech impairment you can contact Citi using the National Relay Service:

• National Relay Service - www.relayservice.gov.au.
• Telephone Typewriter (TTY) Users - call 133 677; request 02 8225 0615.
• Speak and Listen Users - call 1300 555 727; request 02 8225 0615.
• Internet Relay Users - connect to www.relayservice.gov.au; request 02 8225 0615.

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.

We will try to resolve your complaint quickly and fairly, however some complaints do take more time than others. If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with an update on our progress.

If we are unable to resolve your complaint within 30 days (or within 21 days if it involves a hardship notice, default notice or request to postpone enforcement), we will:

a) tell you the reasons for the delay;

b) tell you the date by which you can reasonably expect to hear the outcome of our investigation; and

c) give you monthly updates on the progress;

d) tell you about your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied; and

e) provide you with contact details for AFCA.

For complaints involving hardship notice, default notice or request to postpone enforcement, exceptions apply to the 21 day timeframe if we do not have sufficient information to make a decision or we reach an agreement with you. If we require further information from you, then we will request it within 21 days of receiving the complaint.

• 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

Contacting Us about Privacy

If You wish to find out more information, notify Us that You don’t want to receive communications, or raise any specific or general concerns about Us and Our Privacy Policies, the contact details are as follows:

NAB and Citi

Telephone: 13 24 84

Email: privacy.officer@citi.com.au

Coles

Refer to the Coles Privacy Policy which outlines how queries regarding privacy can be directed to Coles Customer Care via email, phone and post.

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.

• Citibank Customer Advocate - customeradvocate@citi.com
• Australian Financial Complaints – www.afca.org.au
• Office of the Australian Information Commissioner – www.oaic.gov.au