Prepaid Cards. Coles Reloadable Mastercard Product Disclosure Statement. Issued by: Indue Ltd Issue Date: July Prepaid Reloadable

Transcription

1 Prepaid Cards Prepaid Reloadable Coles Reloadable Mastercard Product Disclosure Statement Issued by: Indue Ltd Issue Date: July 2017 ABN , AFSL No Coles Reloadable Mastercard Product Disclosure Statement

2 Contents Part A Introduction 3 About this Product Disclosure Statement 3 Who we are 3 How we are related 3 If you need to contact us 4 Queries and Complaints 4 Your balance is not a bank deposit 4 Your tax liability 5 Part B - Coles Reloadable Mastercard Terms and Conditions 6 What you re agreeing to 6 Tips to help you when reading this PDS 6 Who s eligible for a Card? 6 Obtaining your Card 6 Sign and activate your Card before you use it 6 Information about using your Card 6 How to use your Card 7 For how long can I use my Card? 7 What we do when you use your Card 7 Limitations on how you can use your Card 7 You re protected with Mastercard SecureCode 8 Your responsibilities in relation to your Card 8 When amounts are pre-authorised 9 Loading value to your Card 9 Online load methods 9 Monitoring your Card for Unauthorised Transactions 10 What to do if your Card is lost or stolen 10 Increasing your Card Limit 10 Prepaid Service Centre 10 Information on Fees 11 Using your Card overseas 11 Card expiry and cancellation 12 When we may cancel or limit your Card 12 If your Card expires or is cancelled 12 Unclaimed value 12 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 Part C - Coles Reloadable Mastercard Loyalty Terms and Conditions 17 General Information 17 Interpretation 17 Operation 17 Earning flybuys Points using your Card 17 When do you earn flybuys Points? 17 When are flybuys Points credited to your Nominated flybuys Account? 18 Expiry of flybuys Points 18 If you have questions about flybuys 18 If you have issues with your flybuys Membership 19 Suspension or termination and variation 19 Other times that your entitlement to flybuys Points may be cancelled 19 Errors 19 Taxation 19 Other issues 19 Part D - information about privacy 20 Who s responsible for this notice? 20 What personal information do you collect? 20 Why do you collect, use and disclose personal information? 20 What happens if I don t provide you with my personal information? 20 How do you collect personal information about me? 21 Who do you share my personal information with? 21 Do you have a privacy policy? 21 Will you send my personal information overseas? 21 Can I opt out of receiving direct marketing? 22 Communication 22 Part E - Interpretation 23 Meanings of words 23 Interpreting this document 24 The parties to this PDS 24 Version Coles Reloadable Mastercard Product Disclosure Statement

3 Part A Introduction About this Product Disclosure Statement This Product Disclosure Statement ( PDS ) contains important information about the Coles Reloadable Mastercard (the Card ) and its associated benefits, risks and fees. It also includes the terms and conditions that govern the use of your Card. The PDS is provided as a requirement pursuant to the Corporations Act 2001 (Cth) and is issued by Indue Ltd ABN ( Indue ) ( we, us, our ). You should read this PDS carefully. By purchasing a Card, you agree to the terms and conditions in this PDS. This includes you agreeing to be liable for the transactions made using your Card (except as stated otherwise in this PDS). The information in this PDS does not take into account your individual objectives, financial situation or needs. We suggest that you seek advice if you do not understand any of the information in this PDS and how it applies to you. This PDS is dated 18 July The information in this PDS is current as of this date. behalf of Indue. For more information, see the Coles Financial Services Guide available at colesprepaidcards.com.au. Loyalty Pacific: Loyalty Pacific Pty Ltd ABN (Authorised Representative number ) ( Loyalty Pacific ) is also an authorised representative of Indue. Loyalty Pacific is responsible for administering and operating the flybuys Program, which is the loyalty program you must be a member of to be eligible for a Card. Loyalty Pacific 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. How we are related Indue and Coles are not related companies. Indue and Loyalty Pacific are not related companies. The Coles entities and Loyalty Pacific are all part of the Wesfarmers Limited group of companies. We re not aware of any material conflicts of interest that would affect this product or the service you receive from us, Coles or Loyalty Pacific. 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 Coles: Coles Supermarkets Australia Pty Ltd ABN (Authorised Representative number ) and Eureka Operations Pty Ltd ABN (Authorised Representative number ) (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 3

4 If you need to contact us Our online Prepaid Service Centre at colesprepaidcards.com.au can provide you with all the support you need for your Card. Log in to the Prepaid Service Centre at any time, free of charge. For help with your Card, you can contact the Customer Support Centre by phone or Telephone: International Lost and Stolen Reporting: prepaidcards@coles.com.au The Customer Support Centre operates Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00 am to 1.00pm. The Customer Support Centre does not operate on National Public Holidays or Sundays. A fee may apply if you call our Customer Support Centre. Refer to Information on Fees below. Queries and Complaints If you have a query, complaint or dispute please contact the Customer Support Centre. We ll investigate your complaint. If we resolve your complaint within 5 Business Days 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. If we can t resolve your complaint within this timeframe, we will write to you (by or letter) and let you know how we ll investigate it further. We may require further details. Within 21 days of receiving your complaint or further details from you, we ll write to you to let you know: the outcome of our investigation; or that we need extra time (not more than an extra 24 days) to complete our investigation. In exceptional circumstances, we may need more than 45 days to investigate a complaint. For example, if there are delays caused by other financial institutions or merchants involved in resolving a complaint. If we ve investigated your complaint and you re not satisfied with the outcome, you have the right to contact the Credit and Investments Ombudsman at: PO Box A252 Sydney South NSW Telephone: or Fax: Please note: The Ombudsman will not review your complaint unless you ve first contacted us and we ve investigated it. Indue and Coles are not responsible for resolving a dispute regarding the goods or services purchased with your Card. In the first instance, you should contact the merchant directly. You must notify us as soon as you become aware of a transaction that you think is erroneous or unauthorised. Refer to Disputed Transactions below for details of when we can investigate disputed transactions. Your balance is not a bank deposit We hold funds that are stored on your Card in various accounts that we own and control. We earn interest on funds held in these accounts and may share that interest with Coles. You will not earn any interest or generate revenue on any Available Balance that is stored on your Card. 4 Coles Reloadable Mastercard Product Disclosure Statement

5 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: 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. Fees apply in relation to your Card. For details on fees, please see Information on Fees below. Coles Reloadable Mastercard Product Disclosure Statement 5

6 Part B - Coles Reloadable Mastercard Terms and Conditions What you re agreeing to This PDS governs the purchase, activation and use of your Card. It also describes how you can load value onto your Card and the other functions and benefits of your Card. By purchasing a Card, you agree to: the terms and conditions contained in this PDS; be liable for the transactions made using the Card, unless stated otherwise in this PDS; and being provided with an electronic copy of this PDS as part of purchasing the Card. If you need a hard copy of this PDS, please contact the Customer Support Centre. Tips to help you when reading this PDS Words that are capitalised in this PDS are defined in Part E. References to amounts are in Australian dollars, unless otherwise stated. References to days or times are references to Australian Eastern Standard Time. Who s eligible for a Card? To be eligible for a Card you must be: 16 years of age or older; an Australian resident; an existing member of the flybuys Program or agree to become a member of the flybuys Program when you purchase a Card. Membership of the flybuys Program is subject to separate flybuys membership terms and conditions available at Part C of this PDS ( Loyalty Terms ) contains the terms and conditions applicable to your participation in flybuys as a Coles Reloadable Mastercard cardholder. Please read them carefully. It s important that you read and understand the flybuys terms and conditions and the Loyalty Terms before you obtain a Card. We are not responsible for the flybuys Program. If you have any questions about the flybuys Program, please call the flybuys call centre on You can also find out more about flybuys at Obtaining your Card This product is no longer for sale. Sign and activate your Card before you use it You must sign the Card before you use it. To activate your Card, visit the Prepaid Service Centre at colesprepaidcards.com.au and follow the prompts. When you activate your Card, you need to select a four-digit PIN. You may change your PIN later by visiting the Prepaid Service Centre and following the prompts. For guidance on how to set your PIN, please refer to Managing your PIN and looking after your Card below. 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 Coles Reloadable Mastercard Product Disclosure Statement

7 How to use your Card You must select CR or Credit on point-of-sale terminals and ATMs to use your Card. Then follow the prompts to enter your PIN. Some merchants may ask you to sign a voucher instead of entering a PIN. If you select SAV, Savings, CHQ or Cheque, your transaction may be declined. Your Card is PayPass enabled. You may use your Card, without entering your PIN, at any terminal that is PayPass enabled for transactions under $100. Simply place your Card near or on the card reader. Before authorising a PayPass transaction, you must check that the correct amount is displayed on the PayPass terminal. You can also use your Card Information to make transactions online or over the phone. You cannot stop a transaction after it has been completed. When you use your Card, it enables you to access only the Available Balance on your Card. For how long can I use my Card? You can use the Card as many times as you like, as long as: you have sufficient Available Balance to cover any payment you wish to make using your Card; the Expiry Date has not been reached; and your Card has not been suspended or cancelled (either by you or us). We may limit the types of transactions that you can perform using your Card. We will maintain a list of these types of transactions (the Prohibited Transactions List) on the website financialservices.coles.com.au/prepaid-cards/ important-information. We may at any time add or remove categories of transactions from the Prohibited Transactions List, so it is important for you to regularly review this list to ensure a transaction you wish to make is not within the prohibited categories. At the date of this PDS, the Prohibited Transactions List includes transactions relating to any form of gambling or gambling services, the purchase of money orders, transactions with financial institutions, transactions with any form of money transfer services, or transaction which may result in the ability to access cash. The Available Balance is the value you have loaded onto the Card, less any amounts deducted for purchases, authorisations, cash withdrawals, fees and charges and any other deductions made in accordance with this PDS. What we do when you use your Card When an Authorised Transaction takes place using your Card or your Card Information, we ll deduct the value of the Authorised Transaction from the Available Balance. Limitations on how you can use 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 it will accept your Card. Indue and Coles accept no responsibility if a merchant or ATM does not accept your Card. Merchants and financial institutions can impose conditions on how their payment facilities are used, including imposing limits or not allowing split payments. Merchants and financial institutions may also impose a fee or surcharge for using their payment facilities, including ATMs. These type of fees fall outside our control. Sometimes, there may be circumstances beyond the control of Indue or Coles that prevent a transaction being processed. For 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 7

8 Limits may apply in relation to using the Card at ATMs. At the date of this PDS, if you have not increased your Card Limit, you can t: use the Card at ATMs overseas; or withdraw more than $300 per day at ATMs in Australia. From 1st July 2016 if you have increased your Card Limit, the maximum you can withdraw from ATMs will be reduced from $1,000 to $300 per day. If you increase your Card Limit, you can use ATMs in both Australia and overseas. Limits apply to how much you can load onto your Card. See the section on Loading value to your Card below. You re protected with Mastercard SecureCode Mastercard SecureCode is an enhanced security feature that helps protect your Card from Unauthorised Transactions when you shop online with Participating Merchants. When you use your Card for a high risk transaction with a Participating Merchant, you ll be asked to answer some personal questions to authorise the transaction. Please respond to these questions to validate the transaction. If you respond to the questions incorrectly after three attempts, your transaction may be declined and the Mastercard SecureCode program may temporarily suspend your Card from use with all Participating Merchants. The suspension may last for approximately 4 hours. If the online transaction you attempt is deemed very high risk, the transaction may be automatically declined and your Card automatically suspended from use with all Participating Merchants without asking you any questions. You must not: attempt to make any transaction that exceeds the Available Balance; use the Card for any recurring payments, such as scheduled monthly bill payments; use the account number and BSB associated with your Card to arrange for any amounts to be debited from your Available Balance; use your Card for illegal purposes, including the purchase of goods or services deemed illegal by any Australian law or the law of any other location where you use your Card or where the relevant goods or services for purchase are provided; resell your Card to anyone else; attempt to use your Card or Card Information to perform transactions on the Prohibited Transactions List; attempt to use your Card at a device where that device is an unattended payment terminal. An unattended payment terminal is an unsupervised terminal. These terminals can include car parking machines, vending machines, transport ticketing devices and self-serve kiosks. If you attempt to use your Card or Card Information in any way described above, your attempted transaction may be declined and we may suspend or cancel your Card. If you authorise a transaction that exceeds the Available Balance, you ll be liable for any Negative Balance that may result. If you have less than $0.00 Available Balance remaining on your Card, you must repay us the amount needed to bring the Available Balance back to $0.00. You may also be liable for any reasonable costs we may incur in seeking the amount of the Negative Balance from you. If your Card has a Negative Balance, when you next load value onto your Card, we will first apply that loaded value to recover the Negative 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 Statement

9 When amounts are pre-authorised We recommend that you do not use your Card for pre-authorisation arrangements. Pre-authorisation is described below. Certain types of merchants (such as hotels, car rental companies, and petrol stations) may process your Card Information to hold an amount that is greater than the actual price of the goods or services you actually obtain from the merchant. This is usually so they can cover any incidental charges you may incur. We call this a pre-authorised amount. The pre-authorised amount will not be available for you to use as part of your Available Balance. The pre-authorised amount will be available for you to use once the final amount of the transaction is approved. If the pre-authorised amount is more than the Available Balance, we may decline any further transactions. If the pre-authorised amount is greater than the amount of the final purchase, it will be returned to your Card. This usually takes at least 5 days, but it may take longer. Returning goods to the merchant You may be entitled to refunds for purchases made using your Card. This may involve a credit back onto your Card, depending on a merchant s policy. Loading value to your Card Your Card is reloadable. This means you can load value onto your Card as many times as you like, so long as: - the total value on your Card at any one time does not exceed the Card Limit; - the amount you load does not exceed the other limits described in the table below; - the Expiry Date has not been reached; and - your Card has not been suspended or cancelled (either by you or us). We may make any number of load methods available to you. In this section, we describe some of the load methods that we may provide. These methods may not all be available at all times. You can check what methods are available by logging into the Prepaid Service Centre and following the prompts to Load or Top-Up. We may make additional load methods available to you from time to time. If we do, we ll let you know about any specific terms and conditions applicable to that load method. The ways you can load value onto your Card may include electronic funds transfer from your Australian bank account or using a Visa or Mastercard debit card. You can load value up to the Card Limit. See below for other limitations. If you exceed these limitations, the full load amount will be declined. Before you After you increase your increase your Card Limit Card Limit Card Limit $999 $10,000 Maximum load: across all load methods $6,000 over any 365 day period Unlimited Depending on the load method you use, a minimum load amount (typically $10) may apply and we will inform you of this. Online load methods You may also be able to load value onto your Card using the following methods. - Follow the prompts in the Prepaid Service Centre to use your own Mastercard or Visa Debit card (not another Coles Reloadable Mastercard ). After you successfully make a load request this way, we ll immediately add the funds to your Available Balance. - 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 9

10 Monitoring your Card for Unauthorised Transactions You can check your Available Balance and your transaction history, 24 hours a day, 7 days a week, by logging in to the Prepaid Service Centre. We strongly recommend that you regularly review your transaction history so you can identify any Unauthorised Transactions as soon as possible. You must immediately contact the Customer Support Centre if you believe there are Unauthorised Transactions in your transaction history, or if you identify any suspicious or fraudulent activity in relation to your Card. What to do if your Card is lost or stolen If you believe your Card has been lost or stolen, you must notify us immediately. To do this: report the loss or theft in the Prepaid Service Centre; or if you become aware of the loss or theft during the Customer Support Centre s operating hours, contact the Customer Support Centre. We ll immediately place a stop on your Card. This means you won t be able to use your Card to authorise any transactions or load value onto your Card. You can request a replacement Card by calling the Customer Support Centre. We may also provide you with the option of requesting a replacement Card online in the Prepaid Service Centre. This online option may not always be available. If we accept your request, we ll: cancel your lost or stolen Card; transfer any Available Balance remaining on your lost or stolen Card to your new Card; and send the replacement Card to you by mail. The expiry date of your new card will be December If you place a stop on your Card because you believe your Card has been lost or stolen and if you do not want a replacement Card, you may cancel your Card by writing to us or phoning our Customer Support Centre. See the section below on Card expiry, cancellation and replacement for more information about what happens when you cancel your Card, including how we return funds to you. If you place a stop on your Card and later find your Card, you can ask us to remove the stop so you can keep using your Card. To do this, please contact the Customer Support Centre. Increasing your Card Limit 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 activate your Card, your Card Limit is $1,000. Prepaid Service Centre The Prepaid Service Centre is an online self service centre that provides you with access to a number of additional features and benefits. You can check your transaction history, your Available Balance, and manage how you use your Card. The Prepaid Service Centre is free to use. It s available 24 hours a day, 7 days a week (other than for occasional site maintenance) and you can use it from wherever you have access to the internet. For information about the Prepaid Service Centre, go to colesprepaidcards.com.au. The Prepaid Service Centre is governed by terms and conditions which are available on that site. You agree to these terms and conditions when you first register to use the Prepaid Service Centre. 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 Statement

11 Information on Fees Fees and charges apply to the use of your Card. The following standard fees apply. You agree that, unless otherwise specified, we may deduct these fees from your Available Balance, as described below. If you think we have incorrectly applied a fee or charge, please contact the Customer Support Centre. We ll reverse any incorrectly applied fee or charge. We may choose to waive or reduce any of these fees. We may introduce new fees or vary these fees. Please see the section below on Changes to this PDS for how we will notify you if we do this. Using your Card overseas If you authorise a transaction that is processed overseas or in a currency other than Australian dollars, Mastercard will convert the value of that transaction into Australian dollars. Mastercard may also do this even if the transaction amount was quoted to you in Australian dollars. This can happen, for example, if the online price quoted by a merchant operating overseas is in Australian dollars, but the transaction is processed by the merchant in the merchant s local currency. To convert the transaction into Australian dollars, Mastercard will either: convert the value of the transaction directly into Australian dollars; or first convert the currency in which the transaction was made into US dollars and then convert that value to Australian dollars. FEE DESCRIPTION Call Centre Fee: payable when you call the Customer Support Centre and speak to a 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 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 you make a transaction using your Card in a currency other than Australian dollars, or you make a transaction using your Card in any currency (including AUD) that is processed by a card scheme or billed by the merchant outside of Australia. Card Closure Fee: payable and deducted from your Card on the Expiry Date or Cancellation Date if your Available Balance is $10 or less and if you do not have an active Additional Card that can access your Available Balance. ATM Operator Fee: Charged when you make a cash withdrawal or request an account balance from an ATM. FEE AMOUNT $4.00 per call. $0.50 per call. 3% of the total amount of each relevant transaction. 1% of the total amount of each such transaction is payable to Mastercard as a currency conversion charge and the remaining 2% of the total amount of each such transaction is an administration fee payable to us. The amount of your remaining Available Balance, if it is $10 or less. As quoted by the 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 11

12 Part of Mastercard s currency conversion procedure includes using: a wholesale exchange rate; or a government-mandated exchange rate. These rates are selected by Mastercard on the date the relevant transaction is processed. This may differ from the rate which applied on the date you made the transaction or the date we posted the transaction to your transaction history. A Currency Conversion Fee will apply (see Information on Fees above). Card expiry and cancellation When we may cancel or limit your Card 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. We may, in our discretion, cancel or temporarily suspend your Card for security reasons and to protect the Available Balance stored on your Card. We may do this if: your Card, Card Information or PIN has been, or we reasonably suspect has been, compromised; you have caused your Card to be compromised; you breach a law or a condition of this PDS and we reasonably believe the breach is of a serious nature; or we reasonably believe that your use of your Card may cause us to breach a law. If we cancel or suspend your Card, we will return your Available Balance to you in any manner we choose, in our sole discretion. This may include transferring your 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. If your Card expires or is cancelled On the Expiry Date or Cancellation Date, we ll deactivate your Card. This means you ll no longer be able to use it to access the Available Balance. If you have an Additional Card that has not yet expired, you will still be able to use the Additional Card to access the Available Balance. On the Expiry Date or Cancellation Date, if: your Available Balance is $10 or less; and you do not have an active Additional Card, we ll charge you a Card Closure Fee equal to the amount of your Available Balance. As a result, your expired or cancelled Card will have $0.00 remaining balance and we will not return any funds to you. On or after the Expiry Date, if you have more than $10 in your Available Balance you may contact the Customer Support Centre to request that we arrange to return the Available Balance to you. Unclaimed value If value still remains on your Card after 7 years from the Expiry Date, we may transfer the balance of the Card to the Commonwealth Government as unclaimed money. Before we transfer the balance to the Commonwealth Government as unclaimed money, we ll make reasonable endeavours to contact you using your lastknown contact details. You have the right to claim your money that is held with the Commonwealth Government. Please refer to ASIC s website at for details. 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 Statement

13 Managing your PIN and looking after your Card When you activate your Card, you need to select a four-digit PIN. If you forget your PIN or want to change it, you can change or reset your PIN at any time by logging in to the Prepaid Service Centre and following the prompts. Any PIN you choose must always have four digits. If you enter an incorrect PIN three times, we ll temporarily suspend your Card for up to 24 hours. If an ATM retains your Card because you have entered an incorrect PIN too many times, you won t be able to recover your Card. If this happens, please contact the Customer Support Centre to organise a replacement Card. A Call Centre Fee may apply. See Information on Fees above. You must keep your Card, Card Information and PIN safe and secure. If you don t, you may be liable for any Unauthorised Transactions or use of your Card. Your liability for Unauthorised Transactions will be determined as described in the section on Your Liability below. If at any time you believe that your PIN has been compromised and become known to someone else, you must: change your PIN to protect your Card from fraudulent or Unauthorised Transactions; or notify the Customer Support Centre. To protect yourself from fraudulent or Unauthorised Transactions, remember the following: Do not record your PIN on your Card or on anything with or near your Card. Never disclose your PIN to anyone by any means. We will never ask you for your PIN. A merchant should never ask you to tell them your PIN. Never use a link embedded in an to access or log in to a website. Always access any website directly from your internet browser. Don t choose a PIN that is easily identified with 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. Don t choose a PIN that is merely a group of repeated or sequential numbers (e.g or 1234). Don t tell anyone your PIN, including a family member or friend. Never lend your Card to someone else. Never leave your Card unattended. For example, never leave it in your car or at work. On the Expiry Date or Cancellation Date, destroy your Card by cutting it diagonally in half. Also make sure that you cut any chip in half. Check your transaction history regularly in the Prepaid Service Centre to identify and report any Unauthorised Transactions as soon as possible. Prevent anyone else from seeing your PIN, such as covering your hand when entering your PIN. Don t allow anyone to swipe, tap or insert your Card when it is not in full sight of you. Keep your Card activation details and Prepaid Service Centre login details secure. Maintain up-to-date anti-virus software and a firewall on your computer. If Unauthorised Transactions occur using your Card or Card Information, your liability for the transaction will be determined as described in the section below on Your Liability. The security measures listed above are guidelines only. Your liability Unauthorised and fraudulent transactions may occur on your Card and, in certain circumstances, you may be liable for these transactions. How we determine liability for Unauthorised Transactions is described below. When you re not liable for Unauthorised Transactions (1) You re not liable for any Unauthorised Transactions: (a) before you have activated your Card; (b) after you have reported it lost or stolen; Coles Reloadable Mastercard Product Disclosure Statement 13

14 (c) if you didn t contribute to any Unauthorised Transaction. We may determine that you contributed to an Unauthorised Transaction if you did not exercise vigilant care in keeping your Card or Card Information secure or if you unreasonably delayed reporting to us about the loss or theft of your Card, the compromise of your Card Information or of any Unauthorised Transactions you became aware of; or (d) if the Unauthorised Transaction was made using your Card information without use of your actual Card or PIN and you did not unreasonably delay reporting to us about the loss or theft of your Card, the compromise of your Card Information or of any Unauthorised Transactions you became aware of. (2) If we can prove on the balance of probability that you ve contributed to the Unauthorised Transaction under this section, your liability will be the lesser of: (a) the amount of the actual loss, if that amount is less than the Available Balance stored on your Card at the time the loss occurred; (b) the actual loss at the time we are notified of the loss or theft of your Card; or (c) the Card Limit. (3) Where a PIN was required to perform an Unauthorised Transaction and it is unclear whether or not you have contributed to any loss caused by the Unauthorised Transaction, your liability will be the lesser of: (a) $150; (b) the actual loss if the loss is less than the Available Balance stored on your Card at the time the loss occurred; or (c) the actual loss at the time you notified us of the loss or theft of your Card. (4) In determining your liability under this section: (a) we ll consider all evidence including all reasonable explanations for the Unauthorised Transaction; (b) the fact that a transaction was authorised with 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. Disputed transactions If you believe a transaction is wrong or unauthorised or your transaction history contains any instances of Unauthorised Transactions or errors, you must immediately notify the Customer Support Centre. Please have your Card and transaction details to hand. There is a dispute resolution process under Mastercard s scheme rules. This right is referred to as a chargeback right. Our ability to investigate a disputed transaction on your behalf is limited to the time frames imposed on us under the Mastercard scheme rules. The timeframes vary between 75 days and 120 days. Therefore, it s important that you notify the Customer Support Centre as soon as you become aware of a disputed transaction. We can usually chargeback a disputed transaction if it was processed offline (for example, a fallback transaction). You may wish to dispute a transaction if: you don t recognise the transaction; you didn t authorise the transaction; you didn t receive the goods or services to which the transaction relates; the transaction amount differs to the purchase amount; you believe a transaction has been duplicated; or you didn t receive the requested cash from an ATM, or you only received part of the cash requested. If we find that an error was made or that you re not liable for the transaction, we ll make the appropriate adjustment to your Available Balance. We ll also advise you in writing of the amount of the adjustment. It s possible for equipment errors or malfunctions to occur. If this type of error cannot be corrected, we ll resolve the issue by adjusting your Available Balance in your favour. 14 Coles Reloadable Mastercard Product Disclosure Statement

15 It s possible that someone else might make a mistake when they do an online funds transfer. As a result, funds may be mistakenly loaded to your Card, instead of being paid to where the mistaken payer intended. If this happens, and if your Available Balance is sufficient to cover the amount of the mistaken payment, we may automatically deduct the amount of the mistaken payment from your Available Balance so that we can return the amount to the mistaken payer s financial institution. We will do this only if we are satisfied that a mistaken internet payment has occurred and only if the mistaken payer reports the mistake within 10 business days of making the payment. If the mistaken payer reports the mistake between 10 business days and 7 months after making the payment, we may deduct the amount from your Available Balance only after we notify you and give you a chance to establish that you are entitled to the amount. In this situation, we may freeze your funds for up to 10 business days (while we give you the chance to establish your entitlement) before we deduct the amount. How we may vary and assign our rights under Part B of this PDS You may not assign your rights under this PDS to any other person. We may assign our rights or transfer the PDS to a related third party, or an unrelated third party with dispute resolution procedures that are similar to ours or more favourable to you. If we do that, the terms and conditions in this PDS will apply to the transferee or assignee as if it were named as Indue. If we assign this PDS, we ll provide you with notice and you ll have the right to cancel your Card. How we communicate with you You agree that Indue or Coles may contact you by writing to you at your nominated address or your nominated . You can change or update your contact details at any time on the Prepaid Service Centre. You must keep your contact information up to date. A communication sent by Coles or Indue to you by is taken to have been received on the day it was transmitted. A communication sent by Coles or Indue via post is considered to have been received as at when it would be delivered in the ordinary course of the post. 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 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 Statement

16 Anti-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. 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 16

17 Part C - Coles Reloadable Mastercard Loyalty Terms and Conditions flybuys is a registered trade mark of Loyalty Pacific. Loyalty Pacific is the operator of the flybuys program. General Information These Loyalty Terms and Conditions explain how flybuys Points are earned by using your Card. Please note: You need to have a flybuys Program membership associated with your Card for us to credit flybuys Points to that flybuys Account. When you purchase a Card, if you do not already have a flybuys Account, we will arrange for Coles to sign you up to become a flybuys Member. Membership of the flybuys Program is subject to the separate terms and conditions of the flybuys Program. To view those separate terms and conditions, go to Please read these Loyalty Terms carefully. It s your responsibility to read and understand these Loyalty Terms before you use your Card. If you have difficulty reading or understanding them, please seek help from an interpreter or adviser. We recommend that you keep these Loyalty Terms for future reference. Interpretation When interpreting these Loyalty Terms, a reference to we, us or our is a reference to Indue. A reference to Coles means either Coles individually or, if applicable, collectively together with any of its agents or contractors from time to time, including Loyalty Pacific. Operation Coles and Indue work together to provide the benefits of the flybuys Program to you, as a Coles Reloadable Mastercard Cardholder. If, at the time you purchase a Card, you inform Indue that you are not already a flybuys Member, Indue will request Coles to create a new flybuys Account for you. If, at the time you purchase a Card, we identify that you re already a flybuys Member, we ll automatically arrange for your Card to be linked to your flybuys Account to ensure that Coles credits your flybuys Account with flybuys Points for all Eligible Transactions. To enable us to do this, you need to provide us with your existing flybuys membership number at the time of purchasing your Card. If the flybuys membership number you provide us is incorrect, Coles will be unable to credit flybuys Points to your flybuys Account. Using the Earn Rate, Indue calculates the flybuys Points you earn on all Eligible Transactions. Using the calculation advised by Indue, Coles credits those flybuys Points to your flybuys Account. Indue may make your flybuys Points balance available to you via the Prepaid Service Centre. It may also present and enable you to activate other benefits and offers provided by Coles. Earning flybuys Points using your Card When do you earn flybuys Points? Subject to these Loyalty Terms, your Nominated flybuys Account will be entitled to flybuys Points on all Eligible Transactions made using your Card. Once a Nominated flybuys Account is credited with flybuys Points for a particular Eligible Transaction, no person can authorise the crediting of those points to any other flybuys Account, unless Coles or flybuys agree. Subject to the remainder of these terms, the number of flybuys Points the Nominated flybuys Account will be entitled to on an Eligible Transaction is calculated by reference to: the dollar value of the Eligible Transaction (inclusive of any taxes, including any GST, included on the Eligible Transaction) made using your Card; and the Earn Rate notified to you by us from time to time for flybuys Points for each whole dollar value of Eligible Transactions, rounded down, made using your Card during the period to which the notified rate applies. We will notify you of the Earn Rate that is applicable by posting the Earn Rate at colesprepaidcards.com.au. We may increase or decrease the Earn Rate that applies to your Card from time to time, including for selected Eligible Transactions. If we decrease the Earn Rate for 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 Statement

18 Your Nominated flybuys Account may also be credited with Bonus Points as a result of promotional or incentive programs offered by Coles from time to time. This may include an entitlement to Bonus Points for purchasing qualifying goods or services or by making other qualifying transactions by using your Card. The terms of any such promotional or incentive offer will be advertised or notified to you. Any entitlement to flybuys Points (including Bonus Points) as a result of an Eligible Transaction made by using an Additional Card will be credited to the same Nominated flybuys Account. Coles reserves the right to adjust (retrospectively or otherwise) flybuys Points at its absolute discretion in the event of incorrect crediting or debiting of flybuys Points whether due to its own error or for any other reason. The number of flybuys Points you accrue will be adjusted to reflect refunds or reimbursements or other credit adjustments to Eligible Transactions made using your Card. If Coles reverses an entitlement to flybuys Points, either because of returned purchases, because the flybuys Points were issued in error, or for any other reason under these Loyalty Terms, the reversal will be deducted from the total number of flybuys Points which your Nominated flybuys Account is entitled to. If the number of flybuys Points deducted is greater than the total flybuys Points in your Nominated flybuys Account, your Nominated flybuys Account s entitlement to flybuys Points may be recorded as a negative balance. If this happens, any future flybuys Points that your Nominated flybuys Account is entitled to will be set off against the negative balance before otherwise being available. If the flybuys Points reversed have already been credited to your Nominated flybuys Account then Coles may, at its discretion, deduct those flybuys Points from your Nominated flybuys Account. When are flybuys Points credited to your Nominated flybuys Account? The timing of the automatic crediting of flybuys Points to your Nominated flybuys Account is at Coles discretion. This will usually be on a daily basis. However, there may be some delay between the time at which your Nominated flybuys Account is entitled to a flybuys Point under these Loyalty Terms and the time at which the corresponding flybuys Point is credited to your Nominated flybuys Account. If we re unable to identify that you re a flybuys Member, and you don t have a Nominated flybuys Account, we ll enrol you in the flybuys Program and the resulting flybuys Account will be your Nominated flybuys Account. flybuys Points credited to your Nominated flybuys Account in accordance with these Loyalty Terms can only be dealt with in accordance with the terms and conditions of the flybuys Program. Expiry of flybuys Points The terms and conditions of the flybuys Program may specify a period after which unused flybuys Points which have been credited to your Nominated flybuys Account will expire. If you have questions about flybuys If you have any questions about: your flybuys Account generally; the crediting of any flybuys Points to your flybuys Account; your entitlement to flybuys Points generally; or the benefits or offers made available to you as part of the flybuys Program, please call the flybuys call centre on If you have any questions about the Earn Rate or the Eligible Transactions you have made on your Card, please contact the Customer Support Centre on 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 18