Within 21 days from receiving your complaint (or from receiving enough information from you to investigate your complaint), Indue will write to you to let you know the outcome of its investigation. If Indue needs more time to investigate the matter, it will write to you to let you know and, if necessary, request further details from you. If you want to receive written confirmation of the resolution of your complaint, please let the Customer Contact Officer know and they will arrange to provide that in writing to you.
If Indue resolves your complaint in your favour within 5 business days of receiving your complaint, a Customer Contact Officer will be in touch with you to let you know. Indue will attempt to resolve your complaint to your satisfaction. At this time, the Customer Contact Officer will advise you of the resolution of the complaint or will acknowledge that an investigation of your complaint is underway. If your complaint cannot be resolved straight away when you first contact the Customer Support Centre, a Customer Contact Officer will get in touch with you within 24-48 hours of receiving your complaint. If you have any questions concerning the complaints and disputes process, you may contact Indue on 07 3258 4222 and ask to speak to the Customer Support Centre Manager.
This will be asked for only if the extra information is necessary to resolve your complaint and Indue will only take account of relevant information. You may be asked for more information after you first make your complaint. When you call or write to the Customer Support Centre using the above contact details, and express dissatisfaction with a Coles Prepaid Gift Mastercard, the Customer Support Centre will handle your matter in accordance with this complaints policy.Īll complaints will be handled in a fair, transparent and timely manner. If you wish to use Indue’s complaints handling process, you simply need to call the Coles Prepaid Cards Customer Support Centre (“Customer Support Centre”) on 1300 095 072 (Monday to Friday 8am to 8pm, Saturday 8am to 1pm (AEST)).Īlternatively, you can write to or to the following address: If you’re dissatisfied with the experience you’ve had with Coles Prepaid Cards, you can access our complaints handling procedures and we’ll try to make things right.
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