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://psc.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 firstname.lastname@example.org 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 Australian Financial Complaints Authority (AFCA). The AFCA independently resolves disputes between consumers and member financial services providers. Indue will provide you with contact details for the AFCA so that you may take your complaint to the AFCA if you wish.
You also have the right to take your complaint to the AFCA 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 Australian Financial Complaints Authority
The AFCA 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 AFCA and if a dispute falls within the AFCA’s Terms of Reference, the AFCA can investigate your complaint and make a decision on it.
As Indue is a member of the AFCA we are bound by the AFCA’s decisions. This means that if the AFCA makes a decision in your favour, Indue must honour that decision. However, you are not bound by the AFCA’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 AFCA investigate your complaint, you must contact the AFCA within two years of when Indue communicated its final complaint investigation decision to you.
The AFCA will not investigate a matter unless Indue has been given an opportunity to resolve your complaint first.
To access the AFCA’s dispute resolution services you must contact the AFCA directly using the following contact details:
Australian Financial Complaints Authority
Address: Australian Financial Complaints Authority GPO Box 3, Melbourne Vic 3001
Telephone: 1800 931 678
Fax: 03 9613 6399
It’s easy to get in touch with us. Our contact details are:
PO Box 523, Toowong, Queensland, 4066
Telephone: 1300 095 072 (Monday to Friday 8am to 8pm, Saturday 8am to 1pm (AEST))