Important Information | Kogan Credit Card

Terms and conditions and other important information

Complaints

We are here to listen and work with you in resolving your complaint. The feedback helps us understand where we can improve.

Tell us about your concern and allow us the opportunity to assist you in resolving any concerns you may have. To help us resolve your complaint, we suggest you provide as much detail as you can such as dates, times, key events and so on.

You can tell us your complaint through one of these options:

Chat: Download the Kogan Money Credit Cards Mobile App to make your complaint through chat.

Secure message: Advise us of your complaint through your account Inbox. Log into your online account, click on your profile image, then go to ‘My Messages’, and then ‘Compose’. Make sure you chose the ‘Make a complaint’ option as the subject.

Phone: 1300 350 525 or +612 8288 2062

 

For complaints in relation to a recently submitted application or a closed account, please make a complaint through the online enquiry form.

If you would like to escalate a complaint, the first thing to do is to call or email us about your concerns. We will try to resolve your complaint to your satisfaction, however, if you are not satisfied, you can escalate your complaint in the following ways.

Phone: 1300 350 525 or +612 8288 2062 if outside Australia

Mail:  Customer Relations Unit, GPO Box 204, Sydney NSW 2001

If you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may seek further assistance from either:

The Customer Advocate

We have appointed an impartial Customer Advocate to assist in reaching fair outcomes during the complaint process to make it easier for customers when things go wrong.

Email: customeradvocate@citi.com

Mail: Customer Advocate, GPO Box 204, Sydney NSW 2000; or,


Australian Financial Complaints Authority (AFCA)

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

Online: www.afca.org.au

Phone: 1800 931 678 (free call) or Fax: 03 9613 6399

Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001

Hardship assistance

We understand that as a result of COVID-19, some customers may be experiencing financial hardship. We are here to support those customers during this time. If you are experiencing financial hardship on your credit card because of COVID-19 or have received an overdue communication and require assistance, please call us on 1800 133 397 or visit our COVID Cashflow page to see how we can help.

If you experience a sudden change in your life which causes unplanned financial hardship, we may be able to help with providing you with short term financial relief and longer-term support.

Depending on your circumstances, these may include things like temporary relief on your credit card repayments, extensions or a variation of your contract. As your situation improves, you can contact us to discuss adjusting our support according to your needs.

If you think you are experiencing Financial Hardship, call 1800 133 397, from 9am-5pm, Monday – Friday. With government quarantine measures being implemented across the globe, our customer service centres have been impacted, and our customers who are phoning us are facing extended wait times. We do apologise for any inconvenience this causes, and ask that you email us at cardshardship@cards.koganmoney.com.au.

More information

You can get free independent counselling and advice from a Financial Counsellor. For a comprehensive listing of Financial Counsellors please visit the FCA website: financialcounsellingaustralia.org.au/Home

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.