Prepaid Cards - Coles Reloadable Mastercard Product Disclosure Statement - Coles Supermarkets
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Prepaid Cards
Prepaid
Reloadable
Coles Reloadable Mastercard ®
Product Disclosure Statement
Issued by: Indue Ltd
Issue Date: July 2017
ABN 97 087 822 464, AFSL No. 320204
1 Coles Reloadable Mastercard® Product Disclosure StatementContents
Part A – Introduction 3 Part C - Coles Reloadable Mastercard®
About this Product Disclosure Statement 3 Loyalty Terms and Conditions 17
Who we are 3 General Information 17
How we are related 3 Interpretation 17
If you need to contact us 4 Operation 17
Queries and Complaints 4 Earning flybuys Points using your Card 17
Your balance is not a bank deposit 4 When do you earn flybuys Points? 17
Your tax liability 5 When are flybuys Points credited to your
Nominated flybuys Account? 18
Part B - Coles Reloadable Mastercard®
Terms and Conditions 6 Expiry of flybuys Points 18
What you’re agreeing to 6 If you have questions about flybuys 18
Tips to help you when reading this PDS 6 If you have issues with your flybuys Membership 19
Who’s eligible for a Card? 6 Suspension or termination and variation 19
Obtaining your Card 6 Other times that your entitlement to flybuys
Points may be cancelled 19
Sign and activate your Card before you use it 6
Errors 19
Information about using your Card 6
Taxation 19
How to use your Card 7
Other issues 19
For how long can I use my Card? 7
Part D - Important information about privacy 20
What we do when you use your Card 7
Who’s responsible for this notice? 20
Limitations on how you can use your Card 7
What personal information do you collect? 20
You’re protected with Mastercard SecureCode® 8
Why do you collect, use and disclose personal information? 20
Your responsibilities in relation to your Card 8
What happens if I don’t provide you
When amounts are pre-authorised 9
with my personal information? 20
Loading value to your Card 9
How do you collect personal
Online load methods 9 information about me? 21
Monitoring your Card for Who do you share my personal
Unauthorised Transactions 10 information with? 21
What to do if your Card is lost or stolen 10 Do you have a privacy policy? 21
Increasing your Card Limit 10 Will you send my personal
Prepaid Service Centre 10 information overseas? 21
Information on Fees 11 Can I opt out of receiving direct marketing? 22
Using your Card overseas 11 Email Communication 22
Card expiry and cancellation 12 Part E - Interpretation 23
When we may cancel or limit your Card 12 Meanings of words 23
If your Card expires or is cancelled 12 Interpreting this document 24
Unclaimed value 12 The parties to this PDS 24
Managing your PIN and looking
after your Card 13
Your liability 13
When you’re not liable for Unauthorised Transactions 13
Disputed transactions 14
Changes to this PDS 15
How we may vary and assign our rights
under Part B of this PDS 15
How we communicate with you 15
Anti-Money Laundering, Counter-Terrorist Financing
and Sanctions 16
Version 201705-01
2 Coles Reloadable Mastercard® Product Disclosure StatementPart A – Introduction behalf of Indue. For more information, see the
Coles Financial Services Guide available at
About this Product Disclosure Statement colesprepaidcards.com.au.
This Product Disclosure Statement (“PDS”) contains Loyalty Pacific: Loyalty Pacific Pty Ltd ABN 82 057
important information about the Coles Reloadable 931 334 (Authorised Representative number 423106)
Mastercard® (the “Card”) and its associated benefits, (“Loyalty Pacific”) is also an authorised representative
risks and fees. It also includes the terms and conditions of Indue.
that govern the use of your Card.
Loyalty Pacific is responsible for administering
The PDS is provided as a requirement pursuant to the and operating the flybuys Program, which is the
Corporations Act 2001 (Cth) and is issued by Indue Ltd loyalty program you must be a member of to be
ABN 97 087 822 464 (“Indue”) (“we”, “us”, “our”). eligible for a Card. Loyalty Pacific is authorised by
Indue to provide general advice in relation to the
You should read this PDS carefully. By purchasing a Cards and to arrange for the Cards to be issued to
Card, you agree to the terms and conditions in this retail customers such as you.
PDS. This includes you agreeing to be liable for the
transactions made using your Card (except as stated How we are related
otherwise in this PDS).
Indue and Coles are not related companies. Indue
The information in this PDS does not take into account and Loyalty Pacific are not related companies. The
your individual objectives, financial situation or needs. Coles entities and Loyalty Pacific are all part of the
We suggest that you seek advice if you do not Wesfarmers Limited group of companies.
understand any of the information in this PDS and how
it applies to you. We’re not aware of any material conflicts of interest
that would affect this product or the service you
This PDS is dated 18 July 2017. The information in this receive from us, Coles or Loyalty Pacific.
PDS is current as of this date.
Who we are
Indue: Indue is the issuer of the Card. Indue is an
authorised deposit-taking institution and a member
of Mastercard®. Indue holds an Australian Financial
Services Licence (“AFSL”), number 320204.
Coles: Coles Supermarkets Australia Pty Ltd ABN
45 004 189 708 (Authorised Representative number
269259) and Eureka Operations Pty Ltd ABN 78 104
811 216 (Authorised Representative number 269267)
(referred to individually and collectively as “Coles”) are
authorised representatives of Indue.
Coles is responsible for promoting the Card. Coles
performs this activity as an agent on behalf of Indue.
Coles is authorised by Indue to provide general advice in
relation to the Cards and to arrange for the Cards to be
issued to retail customers such as you.
By agreeing to the terms and conditions in this PDS,
you are entering into a contract with Indue and not
with Coles or any member of Coles.
Coles receives commission for each Card it sells on
Coles Reloadable Mastercard® Product Disclosure Statement 3If you need to contact us In exceptional circumstances, we may need more than
45 days to investigate a complaint. For example, if there
Our online Prepaid Service Centre at are delays caused by other financial institutions or
colesprepaidcards.com.au can provide you with merchants involved in resolving a complaint.
all the support you need for your Card. Log in to the
Prepaid Service Centre at any time, free of charge. If we’ve investigated your complaint and you’re not
satisfied with the outcome, you have the right to
For help with your Card, you can contact the Customer contact the Credit and Investments Ombudsman at:
Support Centre by phone or email:
PO Box A252
Telephone: 1300 095 072 Sydney South
NSW 1235
International Lost and www.cio.org.au
Stolen Reporting: +61 7 3335 4162 Telephone: 1800 138 422 or 02 9273 8400
Fax: 02 9273 8440
Email: prepaidcards@coles.com.au
Please note:
The Customer Support Centre operates Monday to
Friday, 8.00am to 8.00pm and Saturday, 8.00 am to • The Ombudsman will not review your complaint
1.00pm. The Customer Support Centre does not unless you’ve first contacted us and we’ve
operate on National Public Holidays or Sundays. investigated it.
• Indue and Coles are not responsible for resolving a
A fee may apply if you call our Customer Support dispute regarding the goods or services purchased
Centre. Refer to “Information on Fees” below. with your Card. In the first instance, you should
contact the merchant directly.
Queries and Complaints
Important
If you have a query, complaint or dispute please contact
the Customer Support Centre. You must notify us as soon as you become
aware of a transaction that you think is
We’ll investigate your complaint. erroneous or unauthorised. Refer to
“Disputed Transactions” below for details of
If we resolve your complaint within 5 Business Days when we can investigate disputed transactions.
and it is in your favour, we will let you know and we may
do this simply by phoning you. You may request
a written response. Your balance is not a bank deposit
If we can’t resolve your complaint within this timeframe, We hold funds that are stored on your Card
we will write to you (by email or letter) and let you in various accounts that we own and control.
know how we’ll investigate it further. We may require
further details. We earn interest on funds held in these accounts
and may share that interest with Coles.
Within 21 days of receiving your complaint or further
details from you, we’ll write to you to let you know: Important
• the outcome of our investigation; or You will not earn any interest or generate
• that we need extra time (not more than an extra revenue on any Available Balance that is stored
24 days) to complete our investigation. on your Card.
4 Coles Reloadable Mastercard® Product Disclosure StatementImportant
The Financial Claims Scheme (“FCS”) is a scheme
administered by the Australian Prudential
Regulation Authority (“APRA”) to protect depositors
from potential loss due to the failure of institutions.
It provides depositors with a guaranteed protection,
up to a cap. As at the date of this PDS, the FCS
applies to deposits only. It does not extend to prepaid
card products (including the Card, any Available
Balance held on the Card or Top-Up Amounts). If
Indue fails:
• any Available Balance held on your Card will
not be protected by the FCS; and
• you may lose all or part of your
Available Balance.
For more information on the FCS, refer to:
http://www.apra.gov.au/crossindustry/fcs/Pages/
default.aspx.
Your tax liability
Because we have not taken into account your
individual circumstances or needs, you should get
your own independent tax advice in relation to the
impact your use of the Card may have on your
personal tax liability.
Important
Fees apply in relation to your Card. For details on
fees, please see “Information on Fees” below.
Coles Reloadable Mastercard® Product Disclosure Statement 5Part B - Coles Reloadable Mastercard® Important
Terms and Conditions
Membership of the flybuys Program is subject
What you’re agreeing to to separate flybuys membership terms and
conditions available at www.flybuys.com.au.
This PDS governs the purchase, activation and use of
your Card. It also describes how you can load value onto Part C of this PDS (“Loyalty Terms”) contains
your Card and the other functions and benefits of the terms and conditions applicable to your
your Card. participation in flybuys as a Coles Reloadable
Mastercard® cardholder. Please read them carefully.
By purchasing a Card, you agree to:
It’s important that you read and understand the
• the terms and conditions contained in this PDS; flybuys terms and conditions and the Loyalty
• be liable for the transactions made using the Card, Terms before you obtain a Card.
unless stated otherwise in this PDS; and We are not responsible for the flybuys Program.
• being provided with an electronic copy of this PDS If you have any questions about the flybuys
as part of purchasing the Card. Program, please call the flybuys call centre on
13 11 16. You can also find out more about flybuys
If you need a hard copy of this PDS, please contact the at www.flybuys.com.au.
Customer Support Centre.
Tips to help you when reading this PDS Obtaining your Card
• Words that are capitalised in this PDS are This product is no longer for sale.
defined in Part E.
• References to amounts are in Australian dollars, Sign and activate your Card before you use it
unless otherwise stated.
You must sign the Card before you use it.
• References to days or times are references to
Australian Eastern Standard Time. To activate your Card, visit the Prepaid Service Centre
at colesprepaidcards.com.au and follow the prompts.
Who’s eligible for a Card?
When you activate your Card, you need to select
To be eligible for a Card you must be: a four-digit PIN. You may change your PIN later by
• 16 years of age or older; visiting the Prepaid Service Centre and following the
prompts. For guidance on how to set your PIN, please
• an Australian resident;
refer to “Managing your PIN and looking after
• an existing member of the flybuys Program or your Card” below.
agree to become a member of the flybuys Program
when you purchase a Card. Information about using your Card
You can use your Card to buy goods and
services from merchants in Australia and
around the world who accept Mastercard®
prepaid cards.
You can also use your Card to withdraw cash
up to your Available Balance at participating
Mastercard® ATMs and at participating
merchant point-of-sale terminals. To withdraw
cash at an overseas ATM, you must have
increased your card limit prior to 30th June 2017.
6 Coles Reloadable Mastercard® Product Disclosure StatementHow to use your Card At the date of this PDS, the Prohibited Transactions List
includes transactions relating to any form of gambling
You must select “CR” or “Credit” on point-of-sale or gambling services, the purchase of money orders,
terminals and ATMs to use your Card. Then follow the transactions with financial institutions, transactions with
prompts to enter your PIN. Some merchants may ask any form of money transfer services, or transaction which
you to sign a voucher instead of entering a PIN. may result in the ability to access cash.
If you select “SAV”, “Savings”, “CHQ” or “Cheque”, your Important
transaction may be declined.
The Available Balance is the value you have loaded
Your Card is PayPass™ enabled. You may use your onto the Card, less any amounts deducted for
Card, without entering your PIN, at any terminal that is purchases, authorisations, cash withdrawals, fees
PayPass™ enabled for transactions under $100. Simply and charges and any other deductions made in
place your Card near or on the card reader. Before accordance with this PDS.
authorising a PayPass™ transaction, you must check
that the correct amount is displayed on the
PayPass™ terminal. What we do when you use your Card
You can also use your Card Information to make When an Authorised Transaction takes place using your
transactions online or over the phone. Card or your Card Information, we’ll deduct the value of
the Authorised Transaction from the Available Balance.
You cannot stop a transaction after it has
been completed. Limitations on how you can use your Card
Important
When you use your Card, it enables you to
access only the Available Balance on your Card. Some merchants may refuse to accept the Card.
Before you purchase any goods or services, you
should always check with the store to confirm that
For how long can I use my Card? it will accept your Card. Indue and Coles accept
no responsibility if a merchant or ATM does not
You can use the Card as many times as you like,
as long as: accept your Card.
• you have sufficient Available Balance to cover
any payment you wish to make using your Card; Merchants and financial institutions can impose
• the Expiry Date has not been reached; and conditions on how their payment facilities are
• your Card has not been suspended or cancelled used, including imposing limits or not allowing
(either by you or us). split payments.
Merchants and financial institutions may also
We may limit the types of transactions that you
impose a fee or surcharge for using their payment
can perform using your Card. We will maintain a
facilities, including ATMs. These type of fees fall
list of these types of transactions (the Prohibited
outside our control.
Transactions List) on the website https://
financialservices.coles.com.au/prepaid-cards/ Important
important-information. We may at any time add or
remove categories of transactions from the Prohibited Sometimes, there may be circumstances
Transactions List, so it is important for you to regularly beyond the control of Indue or Coles that
review this list to ensure a transaction you wish to make prevent a transaction being processed. For
is not within the prohibited categories. example, a transaction may not process if there
is a problem with the communications network
to which a terminal connects.
Coles Reloadable Mastercard® Product Disclosure Statement 7Important You must not:
• attempt to make any transaction that exceeds the
Limits may apply in relation to using the Card Available Balance;
at ATMs. At the date of this PDS, if you have not
• use the Card for any recurring payments, such as
increased your Card Limit, you can’t:
scheduled monthly bill payments;
• use the Card at ATMs overseas; or • use the account number and BSB associated with
• withdraw more than $300 per day at ATMs your Card to arrange for any amounts to be debited
in Australia. from your Available Balance;
• use your Card for illegal purposes, including the
From 1st July 2016 if you have increased your Card
purchase of goods or services deemed illegal by
Limit, the maximum you can withdraw from ATMs any Australian law or the law of any other location
will be reduced from $1,000 to $300 per day. If you where you use your Card or where the relevant
increase your Card Limit, you can use ATMs in both goods or services for purchase are provided;
Australia and overseas. • resell your Card to anyone else;
• attempt to use your Card or Card Information
Limits apply to how much you can load onto your to perform transactions on the Prohibited
Card. See the section on “Loading value to your Transactions List;
Card” below.
• attempt to use your Card at a device where that
device is an unattended payment terminal. An
You’re protected with Mastercard
unattended payment terminal is an unsupervised
SecureCode® terminal. These terminals can include car parking
Mastercard SecureCode® is an enhanced security machines, vending machines, transport ticketing
feature that helps protect your Card from Unauthorised devices and self-serve kiosks.
Transactions when you shop online with Participating
Merchants. When you use your Card for a high risk If you attempt to use your Card or Card Information
transaction with a Participating Merchant, you‘ll be in any way described above, your attempted
asked to answer some personal questions to authorise transaction may be declined and we may suspend
the transaction. or cancel your Card.
Please respond to these questions to validate Important
the transaction.
If you authorise a transaction that exceeds
If you respond to the questions incorrectly after the Available Balance, you’ll be liable for any
three attempts, your transaction may be declined and Negative Balance that may result. If you have
the Mastercard SecureCode® program may temporarily less than $0.00 Available Balance remaining on
suspend your Card from use with all Participating your Card, you must repay us the amount needed
Merchants. The suspension may last to bring the Available Balance back to $0.00. You
for approximately 4 hours.
may also be liable for any reasonable costs we may
If the online transaction you attempt is deemed incur in seeking the amount of the Negative Balance
“very high” risk, the transaction may be automatically from you. If your Card has a Negative Balance, when
declined and your Card automatically suspended from you next load value onto your Card, we will first
use with all Participating Merchants without asking apply that loaded value to recover the Negative
you any questions. Balance from you.
You can contact the Customer Support Centre to
remove a suspension.
Your responsibilities in relation to your Card
You are responsible for all transactions that arise from
the use of your Card, unless this PDS says otherwise.
Do not allow anyone else to use your Card. You’re
responsible for all transactions made even if you’ve
given your Card or Card Information to someone else.
8 Coles Reloadable Mastercard® Product Disclosure StatementWhen amounts are pre-authorised Important
Important We may make any number of load methods
available to you. In this section, we describe some of
We recommend that you do not use your
the load methods that we may provide.
Card for pre-authorisation arrangements.
“Pre-authorisation” is described below. These methods may not all be available at all
times. You can check what methods are available
Certain types of merchants (such as hotels, car rental by logging into the Prepaid Service Centre and
companies, and petrol stations) may process your Card following the prompts to “Load” or “Top-Up”.
Information to hold an amount that is greater than the
We may make additional load methods available
actual price of the goods or services you actually obtain
from the merchant. This is usually so they can cover any to you from time to time. If we do, we’ll let you know
incidental charges you may incur. We call this a about any specific terms and conditions applicable
“pre-authorised amount”. to that load method.
The pre-authorised amount will not be available for you The ways you can load value onto your Card may
to use as part of your Available Balance. The include electronic funds transfer from your Australian
pre-authorised amount will be available for you to use bank account or using a Visa or Mastercard debit card.
once the final amount of the transaction is approved.
You can load value up to the Card Limit. See below
If the pre-authorised amount is more than the Available for other limitations.
Balance, we may decline any further transactions.
If you exceed these limitations, the full load amount
will be declined.
If the pre-authorised amount is greater than the
Before you After you
amount of the final purchase, it will be returned to your
increase your increase your
Card. This usually takes at least 5 days, but it may
Card Limit Card Limit
take longer.
Card Limit $999 $10,000
Returning goods to the merchant
Maximum $6,000 over any Unlimited
load: across all 365 day period
You may be entitled to refunds for purchases made
using your Card. This may involve a credit back onto load methods
your Card, depending on a merchant’s policy.
Depending on the load method you use, a minimum
Loading value to your Card load amount (typically $10) may apply and we will
inform you of this.
Your Card is reloadable. This means you can Online load methods
load value onto your Card as many times as you
like, so long as: You may also be able to load value onto your Card
using the following methods.
- the total value on your Card at any one time
does not exceed the Card Limit; - Follow the prompts in the Prepaid Service Centre
- the amount you load does not exceed the to use your own Mastercard or Visa Debit card (not
other limits described in the table below; another Coles Reloadable Mastercard®). After you
successfully make a load request this way, we’ll
- the Expiry Date has not been reached; and
immediately add the funds to your
- your Card has not been suspended or Available Balance.
cancelled (either by you or us).
- You can transfer funds from your existing Australian
bank account to your Card. You can login to your
own Australian financial institution’s internet
banking and follow the prompts to make a direct
credit transaction. For the payee details, use the
account number and BSB on the back of your Card.
Please allow 3 business days for the funds to be
added to your Card’s Available Balance.
Coles Reloadable Mastercard® Product Disclosure Statement 9Monitoring your Card for If you place a “stop” on your Card because you
Unauthorised Transactions believe your Card has been lost or stolen and if you
do not want a replacement Card, you may cancel
You can check your Available Balance and your your Card by writing to us or phoning our Customer
transaction history, 24 hours a day, 7 days a week, Support Centre. See the section below on “Card
by logging in to the Prepaid Service Centre. We expiry, cancellation and replacement”for more
strongly recommend that you regularly review information about what happens when you cancel
your transaction history so you can identify any your Card, including how we return funds to you.
Unauthorised Transactions as soon as possible.
If you place a “stop” on your Card and later find your
You must immediately contact the Customer Card, you can ask us to remove the “stop” so you can
Support Centre if you believe there are Unauthorised keep using your Card. To do this, please contact the
Transactions in your transaction history, or if you Customer Support Centre.
identify any suspicious or fraudulent activity in
relation to your Card. Increasing your Card Limit
What to do if your Card is lost or stolen Your Card has a maximum value that can be stored on it
at any one time. This is the “Card Limit”. At the time you
If you believe your Card has been lost or stolen, you activate your Card, your Card Limit is $1,000.
must notify us immediately. To do this:
• report the loss or theft in the Prepaid
Prepaid Service Centre
Service Centre; or
The Prepaid Service Centre is an online self service
• if you become aware of the loss or theft during the centre that provides you with access to a number
Customer Support Centre’s operating hours, contact of additional features and benefits. You can check
the Customer Support Centre. your transaction history, your Available Balance, and
manage how you use your Card.
We’ll immediately place a “stop” on your Card. This
means you won’t be able to use your Card to authorise The Prepaid Service Centre is free to use. It’s available
any transactions or load value onto your Card. 24 hours a day, 7 days a week (other than for occasional
site maintenance) and you can use it from wherever
You can request a replacement Card by calling the you have access to the internet.
Customer Support Centre. We may also provide you
with the option of requesting a replacement Card online For information about the Prepaid Service Centre,
in the Prepaid Service Centre. This online option may go to colesprepaidcards.com.au.
not always be available. If we accept your request, we’ll:
The Prepaid Service Centre is governed by terms and
• cancel your lost or stolen Card;
conditions which are available on that site. You agree
• transfer any Available Balance remaining on your to these terms and conditions when you first register to
lost or stolen Card to your new Card; and use the Prepaid Service Centre.
• send the replacement Card to you by mail.
The expiry date of your new card will be
December 2018.
If your Card is lost or stolen after December 2018, you
will not be able to request a replacement card and
your Card will be cancelled. See the section below
on “Card expiry, cancellation and replacement” for
information about how we return funds to you.
10 Coles Reloadable Mastercard® Product Disclosure StatementInformation on Fees Using your Card overseas
Important If you authorise a transaction that is processed
overseas or in a currency other than Australian dollars,
Fees and charges apply to the use of your Card.
Mastercard will convert the value of that transaction
into Australian dollars.
The following standard fees apply. You agree that,
unless otherwise specified, we may deduct these fees Mastercard may also do this even if the transaction
from your Available Balance, as described below. amount was quoted to you in Australian dollars. This
can happen, for example, if the online price quoted by
If you think we have incorrectly applied a fee or charge, a merchant operating overseas is in Australian dollars,
please contact the Customer Support Centre. We’ll but the transaction is processed by the merchant in the
reverse any incorrectly applied fee or charge. merchant’s local currency.
We may choose to waive or reduce any of these fees. To convert the transaction into Australian dollars,
Mastercard will either:
We may introduce new fees or vary these fees. Please
• convert the value of the transaction directly into
see the section below on “Changes to this PDS” for
Australian dollars; or
how we will notify you if we do this.
• first convert the currency in which the transaction
was made into US dollars and then convert that
value to Australian dollars.
FEE DESCRIPTION FEE AMOUNT
Call Centre Fee: payable when you call the Customer Support Centre and speak to a $4.00 per call.
consultant to make a request or obtain information that is available to you by logging
in to the Prepaid Service Centre. This fee may also apply if we call you because you
request us to call you so that you can speak to a consultant to make a request or obtain
information that is available to you by logging in to the Prepaid Service Centre.
Balance Check Fee: payable when you call the Customer Support Centre and use $0.50 per call.
our automated telephone service to obtain your Card balance. Tip: you can obtain
your Card balance and transaction history free of charge by logging into the Prepaid
Service Centre.
Currency Conversion Fee: payable and deducted from your Card at the same time 3% of the total amount of each relevant
you make a transaction using your Card in a currency other than Australian dollars, transaction. 1% of the total amount of each
or you make a transaction using your Card in any currency (including AUD) that is such transaction is payable to Mastercard as a
processed by a card scheme or billed by the merchant outside of Australia. currency conversion charge and the remaining
2% of the total amount of each such transaction
is an administration fee payable to us.
Card Closure Fee: payable and deducted from your Card on the Expiry Date or The amount of your remaining Available
Cancellation Date if your Available Balance is $10 or less and if you do not have an Balance, if it is $10 or less.
active Additional Card that can access your Available Balance.
ATM Operator Fee: Charged when you make a cash withdrawal or request an account As quoted by the ATM.
balance from an ATM.
We may deduct a fee or charge from the Available Balance of your Card,
even if that results in your Card having a Negative Balance. You must
repay the Negative Balance on your Card by loading sufficient value to
your Card to bring the balance to at least $0.00. If you don’t, you may
not be able to use your Card.
All fees are inclusive of any GST.
Coles Reloadable Mastercard® Product Disclosure Statement 11Part of Mastercard’s currency conversion procedure If your Card expires or is cancelled
includes using:
On the Expiry Date or Cancellation Date, we’ll
• a wholesale exchange rate; or
deactivate your Card. This means you’ll no longer be
• a government-mandated exchange rate. able to use it to access the Available Balance. If you
have an Additional Card that has not yet expired, you
These rates are selected by Mastercard on the date
will still be able to use the Additional Card to access the
the relevant transaction is processed. This may differ
Available Balance.
from the rate which applied on the date you made the
transaction or the date we posted the transaction to Important
your transaction history.
On the Expiry Date or Cancellation Date, if:
A Currency Conversion Fee will apply
• your Available Balance is $10 or less; and
(see “Information on Fees” above).
• you do not have an active Additional Card,
Card expiry and cancellation we’ll charge you a Card Closure Fee equal to
the amount of your Available Balance.
When we may cancel or limit your Card
As a result, your expired or cancelled Card will have
Important $0.00 remaining balance and we will not return any
funds to you.
We may cancel or restrict your Card at any time. If we
do this, we’ll notify you. We may also require you to
return the Card to us. On or after the Expiry Date, if you have more than $10
in your Available Balance you may contact the
We may, in our discretion, cancel or temporarily Customer Support Centre to request that we arrange to
suspend your Card for security reasons and to protect return the Available Balance to you.
the Available Balance stored on your Card. We may do
this if: Unclaimed value
• your Card, Card Information or PIN has been, or we If value still remains on your Card after 7 years from the
reasonably suspect has been, compromised; Expiry Date, we may transfer the balance of the Card to
• you have caused your Card to be compromised; the Commonwealth Government as
• you breach a law or a condition of this PDS and “unclaimed money”.
we reasonably believe the breach is of a serious
Before we transfer the balance to the Commonwealth
nature; or
Government as “unclaimed money”, we’ll make
• we reasonably believe that your use of your Card reasonable endeavours to contact you using your last-
may cause us to breach a law. known contact details.
If we cancel or suspend your Card, we will return your You have the right to claim your money that is held with
Available Balance to you in any manner we choose, in the Commonwealth Government. Please refer to ASIC’s
our sole discretion. This may include transferring your website at www.asic.gov.au for details.
Available Balance to a new Card (which we’ll send to
you), returning the Available Balance to the card or
bank account from which the funds originated, or any
other method we choose.
When you may cancel your Card
You may cancel your Card at any time by giving us
notice in writing or calling our Customer Support
Centre. Note that a Card Closure Fee may apply.
Please see below.
12 Coles Reloadable Mastercard® Product Disclosure StatementManaging your PIN and looking • D
on’t choose a PIN that is merely a group
after your Card of repeated or sequential numbers
(e.g. 5555 or 1234).
When you activate your Card, you need to select a • D
on’t tell anyone your PIN, including a family
four-digit PIN. If you forget your PIN or want to change member or friend.
it, you can change or reset your PIN at any time by • Never lend your Card to someone else.
logging in to the Prepaid Service Centre and following
the prompts. Any PIN you choose must always have • N
ever leave your Card unattended. For example,
four digits. never leave it in your car or at work.
• On the Expiry Date or Cancellation Date, destroy
If you enter an incorrect PIN three times, we’ll your Card by cutting it diagonally in half. Also make
temporarily suspend your Card for up to 24 hours. sure that you cut any chip in half.
• C
heck your transaction history regularly in the
If an ATM retains your Card because you have entered Prepaid Service Centre to identify and report any
an incorrect PIN too many times, you won’t be able to Unauthorised Transactions as soon as possible.
recover your Card. If this happens, please contact the
• P
revent anyone else from seeing your PIN, such as
Customer Support Centre to organise a replacement
covering your hand when entering your PIN.
Card. A Call Centre Fee may apply. See “Information
on Fees” above. • D
on’t allow anyone to swipe, tap or insert your Card
when it is not in full sight of you.
You must keep your Card, Card Information and PIN • Keep your Card activation details and Prepaid
safe and secure. If you don’t, you may be liable for Service Centre login details secure.
any Unauthorised Transactions or use of your Card. • Maintain up-to-date anti-virus software and a
Your liability for Unauthorised Transactions will be firewall on your computer.
determined as described in the section on “Your
Liability” below. If Unauthorised Transactions occur using your Card or
Card Information, your liability for the transaction will
If at any time you believe that your PIN has been
be determined as described in the section below on
compromised and become known to someone else,
“Your Liability”. The security measures listed above
you must:
are guidelines only.
• change your PIN to protect your Card from
fraudulent or Unauthorised Transactions; or Your liability
• notify the Customer Support Centre.
Important
To protect yourself from fraudulent or Unauthorised Unauthorised and fraudulent transactions
Transactions, remember the following: may occur on your Card and, in certain
• D
o not record your PIN on your Card or on anything circumstances, you may be liable for these
with or near your Card. transactions. How we determine liability for
• Never disclose your PIN to anyone by any means. Unauthorised Transactions is described below.
• We will never ask you for your PIN.
• A merchant should never ask you to tell them When you’re not liable for Unauthorised
your PIN. Transactions
• N
ever use a link embedded in an email to access (1) You’re not liable for any Unauthorised Transactions:
or log in to a website. Always access any website
directly from your internet browser. (a) before you have activated your Card;
• D
on’t choose a PIN that is easily identified with (b) after you have reported it lost or stolen;
you. For example, don’t choose your birth date or
an alphabetical code which is a recognisable part
of your name or your car registration.
Coles Reloadable Mastercard® Product Disclosure Statement 13(c) if you didn’t contribute to any Unauthorised Disputed transactions
Transaction. We may determine that you
contributed to an Unauthorised Transaction if you If you believe a transaction is wrong or unauthorised
did not exercise vigilant care in keeping your Card or your transaction history contains any instances
or Card Information secure or if you unreasonably of Unauthorised Transactions or errors, you must
delayed reporting to us about the loss or theft immediately notify the Customer Support Centre.
of your Card, the compromise of your Card Please have your Card and transaction details to hand.
Information or of any Unauthorised Transactions
you became aware of; or There is a dispute resolution process under
Mastercard’s scheme rules. This right is referred to
(d) if the Unauthorised Transaction was made using as a “chargeback right”.
your Card information without use of your actual
Card or PIN and you did not unreasonably delay Our ability to investigate a disputed transaction on
reporting to us about the loss or theft of your your behalf is limited to the time frames imposed on us
Card, the compromise of your Card Information under the Mastercard® scheme rules. The timeframes
or of any Unauthorised Transactions you became vary between 75 days and 120 days. Therefore, it’s
aware of. important that you notify the Customer Support Centre
(2) If we can prove on the balance of probability that as soon as you become aware of a disputed transaction.
you’ve contributed to the Unauthorised Transaction
under this section, your liability will be the lesser of: We can usually chargeback a disputed
transaction if it was processed offline (for example,
(a) the amount of the actual loss, if that amount is a fallback transaction).
less than the Available Balance stored on your
Card at the time the loss occurred; You may wish to dispute a transaction if:
(b) the actual loss at the time we are notified of the • you don’t recognise the transaction;
loss or theft of your Card; or • you didn’t authorise the transaction;
(c) the Card Limit. • you didn’t receive the goods or services to which
the transaction relates;
(3) Where a PIN was required to perform an • the transaction amount differs to the
Unauthorised Transaction and it is unclear whether purchase amount;
or not you have contributed to any loss caused by • you believe a transaction has been duplicated; or
the Unauthorised Transaction, your liability will be
• you didn’t receive the requested cash from an ATM,
the lesser of:
or you only received part of the cash requested.
(a) $150;
(b) the actual loss if the loss is less than the Available If we find that an error was made or that you’re not
Balance stored on your Card at the time the loss liable for the transaction, we’ll make the appropriate
occurred; or adjustment to your Available Balance. We’ll also advise
you in writing of the amount of the adjustment.
(c) the actual loss at the time you notified us of the
loss or theft of your Card. Important
(4) In determining your liability under this section: It’s possible for equipment errors or
(a) we’ll consider all evidence including all reasonable malfunctions to occur. If this type of error cannot
explanations for the Unauthorised Transaction; be corrected, we’ll resolve the issue by adjusting your
(b) the fact that a transaction was authorised with Available Balance in your favour.
the correct PIN, while significant, is not conclusive
evidence that you have contributed to the loss; and
(c) the use or security of any information required to
perform a transaction that you’re not required to
keep secret (for example, the number on the front
of your Card or the Expiry Date) is not relevant to
your liability.
14 Coles Reloadable Mastercard® Product Disclosure StatementHow we may vary and assign our rights
Important under Part B of this PDS
It’s possible that someone else might make a
You may not assign your rights under this PDS to any
mistake when they do an online funds transfer.
other person. We may assign our rights or transfer the
As a result, funds may be mistakenly loaded to your
PDS to a related third party, or an unrelated third party
Card, instead of being paid to where the mistaken with dispute resolution procedures that are similar to
payer intended. ours or more favourable to you. If we do that, the terms
If this happens, and if your Available Balance is and conditions in this PDS will apply to the transferee or
sufficient to cover the amount of the mistaken assignee as if it were named as Indue.
payment, we may automatically deduct the amount
If we assign this PDS, we’ll provide you with notice and
of the mistaken payment from your Available
you’ll have the right to cancel your Card.
Balance so that we can return the amount to the
mistaken payer’s financial institution. We will do How we communicate with you
this only if we are satisfied that a mistaken internet
payment has occurred and only if the mistaken You agree that Indue or Coles may contact you by
payer reports the mistake within 10 business days writing to you at your nominated address or your
of making the payment. nominated email. You can change or update
your contact details at any time on the Prepaid
If the mistaken payer reports the mistake between Service Centre.
10 business days and 7 months after making the
payment, we may deduct the amount from your You must keep your contact information up to date.
Available Balance only after we notify you and give A communication sent by Coles or Indue to you by
you a chance to establish that you are entitled to email is taken to have been received on the day it was
the amount. In this situation, we may freeze your transmitted. A communication sent by Coles or Indue
funds for up to 10 business days (while we give you via post is considered to have been received as at when
it would be delivered in the ordinary course of the post.
the chance to establish your entitlement) before we
deduct the amount.
Changes to this PDS
The information in this PDS is current as at the date
stated at the beginning of this document. We may
change, add to or delete the terms and conditions in
this PDS at any time. If we make a change that involves
an increase in our fees, or if we make another change
that may be to your disadvantage, we’ll provide you
with at least 30 days’ prior notice of the change or
variation. You consent to us notifying you by email for
this purpose.
If we make a change to this PDS, we’ll update the PDS
by amending the version of this PDS that is available at
psc.colesprepaidcards.com.au/productinformation. The
PDS available via that website will be the latest version
and will be at no cost to view. You may request a paper
copy of the latest version of the PDS from the Customer
Support Centre.
If you wish to cancel your Card as a result of any change
or variation we make to this PDS, you must contact the
Customer Support Centre to cancel your Card.
15 Coles Reloadable Mastercard® Product Disclosure StatementAnti-Money Laundering, Counter-Terrorist
Financing and Sanctions
You acknowledge and agree that:
• where required, you’ll give us all information we
reasonably request so that we can comply with our
obligations under AML Legislation;
• our participation in the Mastercard® scheme rules
may mean that the laws of other countries
may apply;
• we may disclose information about you to
regulatory and/or law enforcement agencies as
required under relevant laws;
• we may cancel or restrict your access to your Card if
we become aware of any suspicious activity;
• we may block, delay, freeze or refuse any
transactions if we, in our sole opinion, have
reasonable grounds to believe the relevant
transactions are fraudulent, in breach of AML
Legislation or any other relevant law;
• if we block, delay, freeze or refuse, any transactions
we are not liable to you for any loss suffered by you
or any third party arising directly or indirectly as a
result of us taking this action; and
• we may monitor transactions you make with
your Card under the obligations we may have
under AML Legislation.
Important
We may block your ability to use your Card
in certain countries, such as countries that
are on the United Nations Security Council
Sanctions List.
Coles Reloadable Mastercard® Product Disclosure Statement 16Part C - Coles Reloadable Mastercard® Account with flybuys Points for all Eligible Transactions.
Loyalty Terms and Conditions
To enable us to do this, you need to provide us with
flybuys is a registered trade mark of Loyalty Pacific. your existing flybuys membership number at the time
Loyalty Pacific is the operator of the flybuys program. of purchasing your Card. If the flybuys membership
number you provide us is incorrect, Coles will be unable
General Information to credit flybuys Points to your flybuys Account.
These Loyalty Terms and Conditions explain how Using the Earn Rate, Indue calculates the flybuys
flybuys Points are earned by using your Card. Points you earn on all Eligible Transactions. Using the
calculation advised by Indue, Coles credits those flybuys
Please note: You need to have a flybuys Program Points to your flybuys Account.
membership associated with your Card for us to credit
flybuys Points to that flybuys Account. When you Indue may make your flybuys Points balance available
purchase a Card, if you do not already have a flybuys to you via the Prepaid Service Centre. It may also
Account, we will arrange for Coles to sign you up to present and enable you to activate other benefits and
become a flybuys Member. offers provided by Coles.
Membership of the flybuys Program is subject to the Earning flybuys Points using your Card
separate terms and conditions of the flybuys Program.
To view those separate terms and conditions, go to When do you earn flybuys Points?
www.flybuys.com.au.
Subject to these Loyalty Terms, your Nominated flybuys
Please read these Loyalty Terms carefully. It’s your Account will be entitled to flybuys Points on all Eligible
responsibility to read and understand these Loyalty Transactions made using your Card. Once a Nominated
Terms before you use your Card. If you have difficulty flybuys Account is credited with flybuys Points for a
reading or understanding them, please seek help from particular Eligible Transaction, no person can authorise
an interpreter or adviser. We recommend that you keep the crediting of those points to any other flybuys
these Loyalty Terms for future reference. Account, unless Coles or flybuys agree.
Interpretation Subject to the remainder of these terms, the number
of flybuys Points the Nominated flybuys Account will be
When interpreting these Loyalty Terms, a reference to entitled to on an Eligible Transaction is calculated by
“we”, “us” or “our” is a reference to Indue. A reference to reference to:
Coles means either Coles individually or, if applicable, • the dollar value of the Eligible Transaction (inclusive
collectively together with any of its agents or of any taxes, including any GST, included on the
contractors from time to time, including Loyalty Pacific. Eligible Transaction) made using your Card; and
Operation • the Earn Rate notified to you by us from time to
time for flybuys Points for each whole dollar value
Coles and Indue work together to provide the benefits of Eligible Transactions, rounded down, made using
of the flybuys Program to you, as a Coles Reloadable your Card during the period to which the notified
Mastercard® Cardholder. rate applies.
If, at the time you purchase a Card, you inform Indue We will notify you of the Earn Rate that is applicable
that you are not already a flybuys Member, Indue will by posting the Earn Rate at colesprepaidcards.com.au.
request Coles to create a new flybuys Account for you.
If, at the time you purchase a Card, we identify that We may increase or decrease the Earn Rate that applies
you’re already a flybuys Member, we’ll automatically to your Card from time to time, including for selected
arrange for your Card to be linked to your flybuys Eligible Transactions. If we decrease the Earn Rate for
Account to ensure that Coles credits your flybuys any Eligible Transaction we’ll give you at least 30 days
prior notice.
An Eligible Transaction in a currency other than
Australian dollars will be valued as converted to
Australian dollars in accordance with this PDS.
17 Coles Reloadable Mastercard® Product Disclosure StatementYour Nominated flybuys Account may also be credited The timing of the automatic crediting of flybuys
with Bonus Points as a result of promotional or Points to your Nominated flybuys Account is at Coles’
incentive programs offered by Coles from time to time. discretion. This will usually be on a daily basis. However,
This may include an entitlement to Bonus Points for there may be some delay between the time at which
purchasing qualifying goods or services or by making your Nominated flybuys Account is entitled to a flybuys
other qualifying transactions by using your Card. The Point under these Loyalty Terms and the time at which
terms of any such promotional or incentive offer will be the corresponding flybuys Point is credited to your
advertised or notified to you. Nominated flybuys Account.
Any entitlement to flybuys Points (including Bonus If we’re unable to identify that you’re a flybuys Member,
Points) as a result of an Eligible Transaction made by and you don’t have a Nominated flybuys Account, we’ll
using an Additional Card will be credited to the same enrol you in the flybuys Program and the resulting
Nominated flybuys Account. flybuys Account will be your Nominated
flybuys Account.
Coles reserves the right to adjust (retrospectively or
otherwise) flybuys Points at its absolute discretion in flybuys Points credited to your Nominated flybuys
the event of incorrect crediting or debiting of flybuys Account in accordance with these Loyalty Terms can
Points whether due to its own error or for any only be dealt with in accordance with the terms and
other reason. conditions of the flybuys Program.
The number of flybuys Points you accrue will be Expiry of flybuys Points
adjusted to reflect refunds or reimbursements or
other credit adjustments to Eligible Transactions The terms and conditions of the flybuys Program may
made using your Card. specify a period after which unused flybuys Points
which have been credited to your Nominated flybuys
If Coles reverses an entitlement to flybuys Points, Account will expire.
either because of returned purchases, because the
flybuys Points were issued in error, or for any other If you have questions about flybuys
reason under these Loyalty Terms, the reversal will be
deducted from the total number of flybuys Points which If you have any questions about:
your Nominated flybuys Account is entitled to. If the • your flybuys Account generally;
number of flybuys Points deducted is greater than the
• the crediting of any flybuys Points to your
total flybuys Points in your Nominated flybuys Account,
flybuys Account;
your Nominated flybuys Account’s entitlement to
flybuys Points may be recorded as a negative balance. • your entitlement to flybuys Points generally; or
If this happens, any future flybuys Points that your • the benefits or offers made available to you as part
Nominated flybuys Account is entitled to will be set off of the flybuys Program,
against the negative balance before otherwise being
available. If the flybuys Points reversed have already please call the flybuys call centre on 13 11 16.
been credited to your Nominated flybuys Account then
Coles may, at its discretion, deduct those flybuys Points If you have any questions about the Earn Rate or the
from your Nominated flybuys Account. Eligible Transactions you have made on your Card,
please contact the Customer Support Centre on
When are flybuys Points credited to your 1300 095 072.
Nominated flybuys Account?
flybuys Points are credited to your Nominated flybuys
Account after we notify Loyalty Pacific. Loyalty Pacific
then records a number of flybuys Points equivalent
to the entitlement under these Loyalty Terms in your
Nominated flybuys Account. Coles will automatically
credit flybuys Points to your Nominated flybuys Account
by notifying Loyalty Pacific on a periodic basis
(see below).
Coles Reloadable Mastercard® Product Disclosure Statement 18If you have issues with your flybuys Errors
Membership
If you believe that we or Coles have made an error in
If you’re a flybuys Member, but you’re not being credited relation to your entitlement to flybuys Points or the
with flybuys Points by Coles, you must provide Coles crediting of flybuys Points to your Nominated flybuys
with your flybuys membership number by calling 13 11 Account, you must contact us within 60 days of the date
16 or writing to flybuys at PO Box 12125, A’Beckett Street, you made the Eligible Transaction. We may require you
Melbourne, Victoria, 8006. After you notify Coles or to confirm in writing, with supporting sales receipts
after Coles otherwise identifies a flybuys Account as or other evidence, the details of any error you believe
your Nominated flybuys Account, Coles will credit the has occurred. Please see above for the relevant
Nominated flybuys Account with the flybuys Points you contact details.
were entitled to.
Taxation
If for any reason your flybuys membership number
Any tax, liability or duty arising from any entitlement to
changes, you must tell us your new flybuys membership
flybuys Points or the crediting of flybuys Points to your
number. You can do this online in the Prepaid Service
Nominated flybuys Account under these Loyalty Terms
Centre. When you change your flybuys membership
is your responsibility.
number we may:
• send you a new Card; and Other issues
• cancel your existing Card once you’ve activated
We may exercise any right, power or remedy granted
your new Card.
to us by these Loyalty Terms at our sole and absolute
discretion and separately or concurrently with another
If we do this, we will let you know before you update
right, power or remedy. A single or partial exercise of
your flybuys membership number in the Prepaid
that right, power or remedy by us does not prevent a
Service Centre.
further exercise of that or of any other right, power
or remedy.
The flybuys Program may have rules dealing with
flybuys Points that are not able to be credited at the We may give you notice of changes to these
time they’re earned because Coles wasn’t able to Loyalty Terms:
identify that you’re a member of the flybuys Program
at that time - for example those flybuys Points may • by advertisement in a newspaper circulating
be treated for expiry purposes as though they were throughout Australia; or
credited at the time when they were earned. Please • in writing, including by sending you a notice to your
refer to the separate terms and conditions governing nominated email address; or
flybuys membership available at www.flybuys.com.au. • publishing a notice on the Prepaid Service Centre.
Suspension or termination and variation No failure or delay by us in exercising our rights under
these Loyalty Terms constitutes a waiver of those rights.
We reserve the right to: Any waiver by us must be in writing and signed by an
• suspend or terminate your ability to earn flybuys officer of Indue and/or Coles, as applicable.
Points under these Loyalty Terms; and
You agree to notify us immediately if you become aware
• vary these Loyalty Terms (including to introduce
of any fraudulent or dishonest use of your Nominated
or vary a fee or charge), by giving you at least 30
flybuys Account.
days prior notice.
Other times that your entitlement to flybuys
Points may be cancelled
Coles may discontinue crediting flybuys Points to your
Nominated flybuys Account or we may discontinue your
entitlement to earn flybuys Points by using your Card
if you:
• cancel your Card; or
• your Nominated flybuys Account is cancelled
or closed.
19 Coles Reloadable Mastercard® Product Disclosure StatementYou can also read
