Our Complaints Process

Tell us about your concern and allow our Customer Service Officers the opportunity to assist you in resolving any concerns you may have. Please provide as much detail as you can to help us to assist you.

Phone: 1300 135 538 or +612 8225 0620 if calling from outside Australia

If you’re not satisfied with the response provided, you can refer your complaint to our Customer Relations Unit.

Email: aust.customeradvocacyunit@citi.com

Phone: 1300 135 538 or +612 8225 0620 if calling from outside Australia

Mail: Card Services Relations Unit, GPO Box 204, Sydney NSW 2001

If you’re still unhappy, you can contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme:

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

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

We also have a Customer Advocate whose role is to advise and guide our front line teams on matters which are sensitive in nature, or where guidance is needed to resolve complex issues fairly and quickly.

Our complaints process is designed to encourage fast and efficient resolution of your concern, we will:

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

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

1. tell you the reasons for the delay.
2. tell you the date by which you can reasonably expect to hear the outcome of our investigation.
3. give you monthly updates on the progress.
4. tell you about your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.
5. provide you with contact details for AFCA (also set out above).

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

In making a decision on a complaint we will consider the following:

We understand that, from time to time, some customers may experience financial difficulties caused by unemployment, injury, illness, a natural disaster, or other unexpected impact on your household income and/or expenses. Visit our Financial Hardship page to find out how we can support customers during these times.

Respecting and protecting our customers privacy is a key part of our commitment to with you. We endeavour to be transparent with you and make sure that you have access to information we hold about you. For more information on complaints relating to your privacy or credit reporting, you can find our Privacy Policy www.cardservicesdirect.com.au/terms In the event that you are not happy with the handling of your privacy complaint you can seek external assistance through the Office of the Privacy Commissioner. An independent Office that has responsibilities under the Federal Privacy Act 1998.

Online: www.privacy.gov.au

Phone: 1300 363 992 or Fax: 02 9284 9666

Mail: Office of the Privacy Commissioner, GPO Box 5218, Sydney NSW 2001

We take complaints seriously. We record the necessary details of your complaint and develop a report for senior leaders who sponsor initiatives to address complaint trends and origins, it also helps us identify recurring issues or breakpoints in our processes. Of course, your privacy is respected and the specific details of your complaint will remain confidential. The report provides the following information: