Credit cards

Applying for a card

Managing your card

Features and benefits

Commonwealth Awards program

Insurance

1. Credit Card Repayment Insurance
2. Credit card complimentary International Travel Insurance
3. Complimentary Transit Accident & Interstate Flight Inconvenience Insurance

 

Travelling overseas

MasterCard PayPass

Great Rate

Student Card

Conditions of use

Dispute a credit card transaction

 

Applying for a card

Q. What is a Commonwealth Bank credit card?
A. A credit card is a form of short term finance, or borrowing money. Through partnership with the MasterCard^®, Visa and American Express^® schemes, a Commonwealth Bank credit card can be used across global payment networks for purchases and cash advances.

Q. How do Commonwealth Bank credit cards work?
A. Upon approval of an application, a credit limit is determined based on measures such as income, current levels of debt and capacity to repay. This limit determines the total amount that can be outstanding at any one time. While the total balance of spend does not need to be paid off entirely each month, a minimum payment is required and interest will be charged on the outstanding balance.

Q. Who can apply for a Commonwealth Bank credit card?
A. To apply you must be 18 years of age or older, be an Australian resident, have a good credit history, and be able to make regular repayments.

Q. How do I apply?
A. You can apply online, in branch, by a paper application, request a form to be sent to you, or call us on 13 2221, 24 hours a day 7 days a week, to apply over the phone.

Q. How long does the application take to complete?
A. Individual times will vary according to method of application (internet, phone, in person), however the process should not take longer than 15-20 minutes.

Q. How will I know the status of my application?
A. We will keep you informed of the status of your application at all key points. Please ensure accurate contact details (mailing address, email address and phone numbers) are provided, to allow us to communicate with you.

Q. When will I receive my card?
A. Once you have completed and submitted your application and if you are eligible for a credit card, your new credit card will be delivered to you within 10 working days from the date all the necessary information is received. Should we require additional information, a letter confirming our requirements will be issued within 5 days of application lodgement.

Q. What is an identification and signature check?
A. If you are not currently a Commonwealth Bank customer you must provide satisfactory identification so we know you are who you say you are. After you have applied, we will send you a letter requiring proof of identification. You will need to have copies of your identification documents certified by a prescribed person, and mail them back to us. Alternatively you can:

• Download and print the Certified Copies Of Identification form and mail it and your certified identification documents to
  Reply Paid 133
  The Manager
  Credit Assessment
  PO Box 9823
  Parramatta NSW 2124
• Or take your identification documents to your nearest branch for a customer identification check.
  

Please note that if you applied for a credit card in one of our branches, you will not need to complete this step (as the customer identification check is part of the branch application process).

Q. How do I activate my card and create a PIN once I receive it?

A. To activate your Commonwealth Bank Credit Card and create a PIN of your choice log on to NetBank:

• Select the Manage accounts tab, then Manage my accounts
• Under Card activation & limit changes select your card type:
  • Activate my credit card
• Enter your card number (if you are activating a credit card that has an additional cardholder, you can also choose to activate the additional card)
• Click Activate
• Type and confirm your chosen PIN number
• If you are registered for NetCode SMS you will need to receive and enter a NetCode and then click Submit. If you are registered for a NetCode Token, simply click Submit
• Your card will then be activated and ready to use

Note: If you're not registered for NetCode you'll only be able to activate your card on NetBank. You'll need to call us on 13 2221 or visit a branch to obtain a PIN. Why not save time and register for NetCode SMS? In NetBank select the Services tab and select NetCode security. Follow the simple on screen instructions.

If you are experiencing any difficulties with activating your card in NetBank contact us on 13 2221.

Q. What are the Commonwealth Bank’s commitments as a responsible lender to the community?
A. At the Commonwealth Bank, we are committed to responsible credit practices. We’ve specifically developed brochures to assist customers in using their credit cards, including tips and suggestions (see “Handling your Credit Card”). The booklets are free, and readily available through our branches. The following pages also provide further information on responsible money management:

• Managing Your Money
• Understanding Credit
• Smarter Money - Take Control and Stay On Top of Your Finances
• Dealing with Debt

Managing your card

Q. What is a balance transfer?
A. A balance transfer is when you request a balance owing on a personal Australian-bank issued credit or store card to be transferred to your Commonwealth Bank credit card. This helps you save on interest repayments and enables you to manage your finances in one spot. Once we receive your form, we will send you a confirmation letter within 10 days.

Q. How do I request a balance transfer, and how long does it take to process?
A. Balance transfers can be requested by:

• Completing this form (the form can be completed online and then printed, or printed and completed in writing). Fax it to us on (02) 9841 6300, or mail it to the address on the form (no stamp required).
• Going into any Commonwealth Bank branch.
• Calling 132221 and speaking with a Customer Service Representative.
  

Please allow up to two weeks for your balance transfer request to be processed.

Q. Is there a fee for balance transfers?
A. No, there is no fee charged to bring the balance of another institutions credit card across to a Commonwealth Bank credit card.  However, interest will apply.

Q. Can I transfer a balance that is greater than my credit limit?
A. No, it is not possible to transfer a balance if it means your credit limit will be exceeded. We will transfer part of the balance, up to 95% your credit limit. This is to ensure you have sufficient credit available on your card in case of emergencies. If you would like to transfer more balance, visit your nearest branch to see if you are eligible for an increased limit.

Q. How is interest calculated on my credit card?

How interest is calculated and when it is charged depends on the type of card you have, the transactions you make, and when you make payments.

Download A question of interest (PDF 375kb) today to find out more. 

Click here for standard fees and charges brochure.

Q. How do I update my contact details?
A. It is important you keep your contact details up to date. You can do this by calling 13 2221 24 hours a day, 7 days a week, dropping into a branch, or via NetBank, in the 'My Details' section.

Q. How do I set up NetBank for my Commonwealth Bank credit card?
A. In order to register for NetBank, you require your credit card number, PIN, and telephone banking password (you must be registered for telephone banking prior to registering for NetBank). Please call 13 2221 if you have any questions about registering for NetBank.

Q. How much do I have to pay monthly?
A. The least amount you must pay by the due date is the “minimum payment”, found on your monthly statement. This amount is usually $25, or 2% of the closing balance, whichever is greater. If your closing balance is less than $25, you will need to pay the whole of the closing balance. If you don't pay the minimum payment by the due date, you may be charged a late payment fee and may have your account restricted.

Q. How do I make payments into my account?
A. You can make payments in several ways:

• NetBank
• Telephone banking - call 13 2221
• At any Commonwealth Bank branch
• BPAY
• ATMs
• Australia Post Bank@Post™
• Scheduling an Autopay
• Post – Locked Bag 3402, BRISBANE QLD 4000

 ®Registered to BPAY Pty Ltd ABN 69 079 137 518.

Q. Can I make a bill payment from my Commonwealth Bank credit card?
A. In most cases, yes. Payments made to BPAY billers who accept credit card payments will be treated as normal credit card purchases.

Q. What is a direct debit, and how do I set one up?
A. A direct debit is an automated payment which comes from your credit card, and can be set up for a fixed or variable amount to a service provider you choose.

To set up a direct debit:

• Decide on the bills you would like to have automatically paid
• Call the relevant service provider (eg Energy Australia or Optus)
• Tell them you would like to set up a Direct Debit, and give them your credit card number, expiry date and card verification code (the last 3 digits on the back of your card).

If you should wish to cancel a Direct Debit on your credit card, simply call your service provider.

Q. What is a credit card Autopay?
A. Autopay is a monthly automatic direct debit which comes from a savings or transaction account. It can be set up to cover either the minimum amount due, the closing balance, or a set amount.

To set up or change an Autopay you can either:

• logon to NetBank and go to the ‘Manage accounts’ tab, then select ‘Manage my accounts’
• or visit your local branch*

*To save time please download and complete the Credit Card Autopay direct debit request form and take it with you to the branch.

Q. The total balance of my credit card gets paid off automatically each month - how will the Great Rate purchase be treated?

A. If you have an Autopay on your credit card account your balance will include the Great Rate purchase which will also be paid by your Autopay facility. To modify your Autopay arrangements to pay only the minimum amount due ot a set amount each month you can either:

• logon to NetBank and select the ‘Manage accounts’ tab, then select ‘Manage my accounts’
• or visit your local branch.

Q. Can I transfer funds from my other accounts to and from my Commonwealth Bank credit card?
A. Yes, this can be arranged through the NetBank centre, via telephone banking  and through ATM’s.

Q. What is a CVC, CSC or PCSC and where is it on my card?
A. All Commonwealth Bank credit cards include a security feature known as a Card Verification Code (CVC), Card Security Code (CSC) or Printed Card Security Code (PCSC). These are security codes that are either encoded onto your card or printed on the card.

When you are making a purchase by mail order, online or over the phone you may be asked to quote the printed code in order to verify the card is in your possession.

For MasterCard® Card and Visa card this is a 3 digit number, located on the back of the card on the right side of the signature strip.

For American Express® Cards this is a 4 digit number, located on the front of the card on the right-hand side above the American Express logo.

Q. How and when is an annual fee charged?
A. An annual fee is charged on an annual basis, with the first annual fee of a new account appearing on the second statement.

Q. How and when is an overlimit fee charged?
A. An overlimit fee of $10 is charged when your credit card limit is exceeded. This fee can be avoided by always staying within the credit limit (shown on monthly statements above all transactions, or on the account information page in NetBank).

Q. How and when is a late payment fee charged?
A. A late payment fee of $20 is charged when the minimum payment is not received by the third day after the due date. This fee can be avoided by always making the minimum repayment by the date indicated on monthly statements.

Q. How do I add or remove an additional cardholder from my account?
A. To add an additional cardholder to your account, they must be 16 years or older. Just go into a branch or complete the Additional Cardholder application. If the additional cardholder has not been identified by the Bank (i.e. is not an existing customer), they will need to visit the branch with you for the identification process. They should bring identification with a photo (e.g. passport, drivers licence or proof of age card).
To remove an additional cardholder from your account, simply phone 13 2221 or drop into any one of our branches.

Q. What access does the additional cardholder have?
A. An additional cardholder can make purchases and cash advances, request deletion of their additional card from the account, change the PIN for their card and report their card lost or stolen. They cannot change the credit limit, request a balance transfer, close the account or change the address.
The principal cardholder is responsible for the additional cardholder's card use and paying for all transactions made using the card, as if the principal cardholder had made the transactions.

Q. My card is about to expire – what should I do?
A. Nothing. Your new card will be sent to you 2-4 weeks prior to your card's expiration date.

Q. What do I do if my card has already expired and I do not have my new card?
A. If you haven't received your replacement card in the mail, call 13 2221 (24 hours a day, 7 days a week), advise the customer service representative and we will organise a new card to be mailed.

Q. What is an outstanding authorisation?
A. An outstanding authorisation is when the estimated value of a purchase (e.g. car rental) is being held for a period of several days to allow the merchant to process the transaction. It is also used as a security measure for transactions such as hotel accommodation, without being charged to the account. An outstanding authorisation reduces the cardholder's available credit, but does not affect the balance owing on the card.

Q. How do I request a replacement card?
A. Just call 13 2221, 24 hours a day, 7 days a week, or drop into your nearest branch.

Q. How can I change what type of card I have?
A. To upgrade your existing Commonwealth Bank credit card, complete the form located here, identify your desired product and either drop it into any branch or fax to (02) 9841 6300. (Please note: normal credit approval procedures apply).

Q. What should I do if I suspect an unknown or unauthorised transaction?
A. If you notice a transaction on your account that you didn’t make, call us immediately on 13 2221 from within Australia, 24 hours a day, 7 days a week.

If you are overseas, call us immediately on +61 13 2221, 24 hours a day, 7 days a week.

Q. How do I dispute a transaction listed on my statement?
A. If you believe there is an unauthorised transaction shown on your account, call 13 2221 or go to into a branch with a copy of your statement, and details of the transaction. Our representatives will commence a Dispute Investigation, please note this process may take several weeks to resolve as it may be necessary to retrieve information or copy of a voucher from another bank.

Q. How much can I withdraw in a cash advance?
A. You can withdraw up to your credit limit in a cash advance, however a $20 minimum applies. Cash advances at an ATM are also subject to your daily withdrawal limit. Please note that interest will be charged immediately and a fee applies.

Q. How do I increase or decrease my credit limit?
A. If your current credit card limit is no longer appropriate for your needs, you can apply for a credit limit increase or decrease by calling 13 2221, 24/7, or visiting your local branch.

• If you have NetBank, you may have an existing credit limit increase offer which can be found in NetBank. Simply log onto NetBank, click on the ‘Manage accounts’ tab, select the ‘Increase my credit limit’ link, and follow the prompts.
• If you do not have NetBank and would like to register for it, visit NetBank online or call 13 2221, 24/7.
• Alternatively, simply complete the credit limit increase form, and drop it into any branch or fax to (02) 9635 4200.

If you are successful in your application, you will be notified by mail. Provided all documentation is in order, applications are normally processed within 5 business days.

Q. What can I do if I cannot make payments?
A. If you think you are going to fall behind with your payments, the first step is to stop using your credit card and ask any additional cardholder to do the same. You should also advise the Bank as soon as possible so that it is aware of your situation and can advise you of your options and, if necessary, a payment plan. The next step is to establish a payment plan budget to pay off your debt. You will need to review your original budget and cut back on non-essential items.

Q. What if I have a complaint?
A. If you have a complaint, contact your branch or call 13 2221. Our staff will either deal with the matter personally or refer the matter to the appropriate person.

Q. What if the matter is not resolved?
A. If the matter is not resolved to your satisfaction, please contact our Customer Relations team:

• Phone 1800 805 605
• Fax 1800 028 542
• Send your online feedback

 

Features and benefits

Q. What are the features and benefits of my Card?
A. Each Commonwealth Bank credit card has unique features and benefits. To compare all their features, please refer to our Credit cards comparison table.

Q. How is my Commonwealth Bank credit card protected from fraudulent use?
A. Commonwealth Bank credit cards offer high levels of security, through advanced fraud detection systems which monitor all accounts 24/7. Our state-of-the-art technology detects suspicious transactions, and we will call you if we have doubts on the legitimacy of a transaction. All new Commonwealth Bank credit cards issued also feature market-leading chip technology, and the availability of Secure Internet Shopping and Secure Sentinel further make Commonwealth Bank credit cards one of the most protected, and safe, in the market.

Q. What is Secure Sentinel and how do I sign up?
A. Secure Sentinel acts as a central service that provides protection against fraud by using the details you have previously provided to sort out everything for you, without fuss. Once you sign up and register your details, Secure Sentinel can protect your credit cards and valuables with just one phone call. You can protect the following:

• SecureCard™
  Cancellation and protection against fraudulent use of lost/stolen cards and reissue support.
• SecurePhone™
  Blocks the use of lost or stolen mobile phones and assists in the retrieval.
• SecureKeys™
  Retrieval and return of lost house, car and other keys.
• SecurePassport™
  Passport assistance and renewal and reminder service.
• SecureDocument and SecureValuable™
  Registration of your important documents and valuables.
• SecureLuggage™
  Supply of uniquely coded luggage tags that assists with retrieval of lost and stolen luggage.

Find out more about Secure Sentinel or apply online.

Q. What is 'Your Concierge'?
A. All Platinum Awards credit card and Diamond Awards credit card cardholders have automatic complimentary access to the personal assistance service 'Your Concierge' Available 24/7 whether you are at home, interstate or anywhere in the world, 'Your Concierge' is there to assist. Services include travel information and assistance; entertainment planning; information on current festivals and events; and gift and specialty services.
To access this service simply call toll-free 13 1661 or reverse charges anywhere in the world +61 2 9921 5075.

 

Commonwealth Awards program

Q. What awards are available?
A. The wide range of Commonwealth Awards includes shopping, merchandise, travel, accommodation, entertainment and cash back awards. Gold Awards credit card, Platinum Awards credit card and Diamond Awards credit card cardholders are eligible for additional privileges. Once you become a member of Commonwealth Awards, an awards catalogue will be mailed to you.

Q. How do I know what my Awards points balance is?
A. Your current awards points balance is available on the awards site, along with your ten most recent award transactions (in the last six month period). Once you are a member you can view the awards site via our internet banking service – NetBank. Your monthly statement also shows you the points you've earned and redeemed.

Q. When will points earned on my card appear in my account?
A. Points are attributed in line with bill cycles, so will be viewable at the end of each statement cycle.

Q. How many CommAwards points can I accrue? When does the cap limit start and end?
A. There is a limit on the number of Commonwealth Awards points that can be earned in a calendar year for Awards, Gold, Platinum and Diamond cardholders. Bonus points are not affected by points capping.

For current points capping limits click here

Diamond Awards and Diamond Awards Members that have opted-in to Qantas Frequent Flyer Direct^#

As a Diamond Awards Member with a Linked American Express® Card you may earn a maximum of 1,000,000 Awards points in accordance with table below:

Total points cap = 1,000,000 Awards points per year
Earn 3 Awards points per $1 spent using your American Express Card		Earn 1.25 Awards points per $1 spent using your MasterCard card

As a Diamond Awards Members without a Linked American Express Card you may earn 1.25 Awards points per $1 spent up to a maximum of 1,000,000 Awards points per year by using your Diamond Awards MasterCard® credit card.  

Platinum Awards

You can earn a maximum of 250,000 Awards points per year with your Platinum Awards Mastercard® card and a new Platinum Awards American Express^® Card.

Here’s how points capping will work with both cards:

Total points cap = 250,000 Awards points per year
First 150,000 points Awards points earned		Additional 100,000 Awards points earned
Earn 3 Awards points per $1 spent using your American Express Card	Earn 1 Awards point per $1 spent using your MasterCard® card or Visa Card	Earn 1 Awards point per $1 spent using your American Express Card only.

If you do not have a Platinum Awards American Express Card, you will be able to earn 1 point per dollar spent on your MasterCard card or Visa card to a maximum of 150,000 points.

Platinum Awards Members that have opted-in to Qantas Frequent Flyer Direct^#

You can earn a maximum of 200,000 Awards points (equal to 100,000 Qantas Frequent Flyer points) per year with your Platinum Awards MasterCard card and a Platinum Awards American Express Card.

Total points cap = 200,000 Awards points per year (equal to 100,000 Qantas Frequent Flyer points)
First 120,000 Awards points earned (equal to 60,000 Qantas Frequent Flyer points)		Additional 80,000 Awards points earned (equal to 40,000 Qantas Frequent Flyer points)
Earn 3 Awards points per $1 spent using your American Express Card	Earn 1 Awards point per $1 spent using your MasterCard card or Visa card	Earn 1 Awards point per $1 spent using your American Express Card only.

 

Gold Awards

You can earn a maximum of 125,000 Awards points per year with your Gold Awards MasterCard card and a Gold Awards American Express card.

Here’s how points capping works with both cards:

Total points cap = 125,000 Awards points per year
First 75,000 Awards points earned		Additional 50,000 Awards points earned
Earn 2 Awards points per $1 spent using your American Express Card	Earn 1 Awards point per $1 spent using your MasterCard card or Visa card	Earn 1 Awards point per $1 spent using your American Express Card only.

If you do not have a Gold Awards American Express Card, from 1 January 2010 you will be able to earn 1 point per dollar spent on your MasterCard card or Visa card up to a maximum of 75,000 points.

Gold Awards Members that have opted-in to Qantas Frequent Flyer Direct^#

You can earn a maximum of 100,000 Awards points (equal to 50,000 Qantas Frequent Flyer points) per year with your Platinum Awards MasterCard card and a Platinum Awards American Express Card.

Here’s how points capping works with both cards:

Total points cap = 100,000 Awards points per year (equal to 50,000 Qantas Frequent Flyer points)
First 60,000 Awards points earned (equal to 30,000 Qantas Frequent Flyer points)		Additional 40,000 Awards points earned (equal to 20,000 Qantas Frequent Flyer points)
Earn 2 Awards points per $1 spent using your American Express Card	Earn 1 Awards point per $1 spent using your MasterCard card or Visa card	Earn 1 Awards point per $1 spent using your American Express Card only.

 
If you have a Gold Awards American Express Card, you will be able to earn 1 point per dollar spent on your MasterCard card or Visa card up to 60,000 Awards points (equal to 30,000 Qantas Frequent Flyer points).

Awards

You can earn a maximum of 50,000 Awards points per year with your Awards MasterCard card and an Awards American Express Card.

Here’s how points capping works with both cards:

Total points cap = 50,000 Awards points per year
Earn 1.5 Awards points per $1 spent using your American Express Card	Earn 1 Awards point per $1 spent using your MasterCard card or Visa Card

 
If you do not have an Awards American Express Card,  you will be able to earn 1 point per dollar spent on your MasterCard card or Visa card up to a maximum of 50,000 points.

Awards Members that have opted-in to Qantas Frequent Flyer Direct^#

You can earn a maximum of 50,000 Awards points per year (equal to 25,000 Qantas Frequent Flyer points) with your Awards MasterCard card and an Awards American Express Card.

Here’s how points capping works with both cards:

Total points cap = 50,000 Awards points per year (equal to 25,000 Qantas Frequent Flyer points)
First 30,000 Awards points earned (equal to 15,000 Qantas Frequent Flyer points)		Additional 20,000 Awards points earned (equal to 10,000 Qantas Frequent Flyer points)
Earn 1.5 Awards points per $1 spent using American Express Card	Earn 1 Awards point per $1 spent using MasterCard card or Visa card	Earn 1 Awards point per $1 spent using American Express Card only.

If you do not have an Awards American Express Card, you will be able to earn 1 point per dollar spent on your MasterCard card or Visa card up to a maximum of 30,000 points (equal to 15,000 Qantas Frequent Flyer points).

 

Q. How can I redeem my Awards points to purchase travel with Flight Centre*?
A. As a Commonwealth Awards member you can use your Commonwealth Awards points (or Points Plus Pay) by:

• Visiting one of over 840 Flight Centre locations* and redeeming in store;
• Calling 133 133; or
• Accessing the Commonwealth Awards website through NetBank

* Effective from 20th April 2010 and Flight Centre locations include: Flight Centre, Escape Travel, Student Flights, Travel Associates and Cruiseabout retail travel agencies.

Q. What is 'Points Plus Pay'?
A. If you find an item you would like to redeem your Commonwealth Awards points for but don't have enough points, top up your purchase of selected merchandise items with our 'Points Plus Pay' option that combines your awards points and credit card payment towards a purchase.

Q. Do Commonwealth Awards points expire?
A. No, while you are a member Commonwealth Awards points have no expiry date.

Q. How can I get awards faster?
A. By shopping at Bonus Partners and/or by using our Points Plus Pay feature, which enables you to use a combination of points and payment.

 

Insurance

Credit Card Repayment Insurance

Q. What kind of repayment insurance is there for my credit card balance?
A. Take out our CommInsure CreditCard Plus protection. For a small payment each month, your credit card will be repaid in full should you become disabled, involuntarily unemployed or even in the event of death. You can apply for this by calling 1300 302 477 between 8am and 7pm (Sydney time) Monday to Friday, or contact us for more information about CommInsure CreditCard Plus.

Credit card complimentary International Travel Insurance

The following information is general information only about the complimentary international travel insurance provided with your eligible Diamond, Platinum and Gold Commonwealth Bank credit card.  For full details of the insurance cover provided, please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover. If you are unable to view or print this brochure, please call us on 13 2221 for a copy to be sent to you.

Q. Who is eligible for the Complimentary International Travel Insurance Cover?
 

A. All  Gold Awards credit card, Platinum Awards credit card and Diamond Awards credit card cardholders, their spouses and dependent children become eligible for this International Travel Insurance when, before leaving Australia on an overseas journey, they have a return overseas travel ticket, and at least:

(a) A$950 of each of the cardholder’s, spouse’s and dependent child(ren)’s prepaid travel costs
(i.e. costs of the return overseas travel ticket; and/or airport/departure taxes; and/or prepaid overseas accommodation/travel; and/or other prepaid overseas itinerary items); or

(b) 90% of each of the cardholder’s, spouse’s and dependent child(ren)’s return overseas travel ticket(s);

is paid for by one or a combination of the following payment methods:

•   charged to the cardholder’s eligible credit card account; or

•   paid for by the redemption of the cardholder’s Commonwealth Awards points through the Commonwealth Awards Program, this excludes points redeemed for Frequent Flyer programs;

and, in the case of the spouse and/or dependent child, they are travelling with the cardholder for the entire journey.  For definitions of certain words and full details about eligibility for insurance cover, please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover.

Important: The use of Frequent Flyer points to purchase travel tickets, accommodation, or other overseas itinerary does not provide eligibility for cover.
 

Q. What does the Complimentary International Travel Insurance cover?
 

A. In general terms cover is provided for the following:

• Medical & hospital expenses incurred overseas
• Loss of or damage to personal items
• Unexpected cancellations & other unexpected expenses
• Rental vehicle insurance excess cover
• Travel delays
• Resumption of journey following a death in the family
• Alternative transport to a special event due to unexpected delays
• Funeral expenses and accidental death payments
• Legal liability up to $2,500,000
• Loss of income

However, note that terms and conditions, limits to cover, and some excesses apply. You should consult the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for more information, or phone Zurich on 1800 285 189, 8.00am to 5.00pm (Sydney time).


Q. What is the maximum length of an overseas trip covered by the Complimentary International Travel Insurance?
A. Gold cardholders are covered for return overseas journeys of up to 3 months (Diamond and Platinum cardholders are covered for return overseas journeys up to 12 months.
Note that the overseas return journey must originate in Australia, and then return to Australia within the cover period.

Q. Who is covered by Complimentary International Travel Insurance?
 

A. Cover extends to:

• the cardholder (including the additional cardholder). They must be permanently residing in Australia;

and in certain circumstances, cover also extends to:

• the cardholder’s spouse/partner (married or de facto) who is permanently living with the cardholder at the time the journey starts
• dependent children up to the age of 18 who live with the cardholder
• unmarried children  aged 19-21 who are full-time students and dependent on the cardholder for their maintenance and support and living with the cardholder,

providing they are travelling with the cardholder for the entire journey.

Q. What documents should be taken overseas?
A. To verify your eligibility for travel insurance benefits whilst overseas, please take the following documents:

• A copy of your itinerary or proof of travel arrangements;
• A copy of the cardholder’s credit card statement or credit card receipt showing relevant transactions; and
• A copy of the letter/statement confirming the redemption of Commonwealth Awards point for travel (if applicable).

Q. What is the procedure to make a claim whilst overseas?
A. Commonwealth Bank should not be contacted in the event of making a claim. Instead, please phone Zurich Assist via a reverse charges call (+61 2 9995 2021). Zurich will require the above documentation to confirm eligibility.

Q. What is the procedure to make a claim when returning to Australia?
A. Commonwealth Bank should not be contacted in the event of making a claim. Instead, please contact Zurich on 1800 285 189 Monday to Friday (Sydney time), within 30 days of returning from overseas. Zurich will require you to complete a written loss report/claim form which can be downloaded from their website.
Please visit www.zurich.com.au and click on ‘personal products’ then ‘credit card insurance’ and you will find the relevant claim form under the heading ‘Making a claim’.

Q. Who should I contact to find out more information?
A. To find out more information on how Complimentary International Travel Insurance works, whether you are covered, and for claims, please contact:

Zurich Australia
Credit Card Claims Services
Locked Bag 2138
North Sydney NSW 2059
Australia
Email: pd.claims@zurich.com.au
Phone: 1800 285 189 (Within Australia) Monday to Friday AEST or +61 2 9995 2021 (Outside Australia)

Full details of the cover can also be found in the Credit Card Complimentary Insurance and Guaranteed Pricing Cover booklet. This can also be ordered by phoning 13 2221. 

Complimentary Transit Accident & Interstate Flight Inconvenience Insurance

Q. What is Transit Accident insurance?
A. Transit accident insurance provides certain accidental death and injury cover for Diamond and Platinum cardholders who, whilst travelling internationally, sustain an injury while riding as a passenger in, or boarding or alighting (being when you physically get on or off) a plane, bus, train or ferry.
The entire cost of the journey must be charged to the eligible credit card to obtain cover. In certain circumstances the cardholder’s spouse and/or dependent children are also covered. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for more information and terms and conditions.

Q. What is Interstate Flight Inconvenience insurance?
A. Interstate Flight Inconvenience insurance is only available to Diamond and Platinum cardholders. When the entire cost of your return interstate flight fare is charged to your Diamond or Platinum Credit Card, you're covered for certain situations where your trip is cancelled, the cost of meals and refreshments, where your interstate flight is delayed for four or more hours, loss or damage to personal items during your interstate travel and funeral expenses as a result of accidental death.  Interstate Flight Inconvenience insurance is only available for interstate travel of up to 7 days for business Platinum cardholders and 14 days for personal Diamond and personal Platinum cardholders.  In certain circumstances the cardholder’s spouse and/or dependent children are also covered. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for full details of this cover.

Purchase or Shopping Insurance

Q. What is Purchase Security insurance?
A. Purchase Security Insurance is available to all Gold, Platinum and Diamond cardholders. It provides 90 days of cover against loss, theft or damage of new personal goods purchased anywhere in the world, where the purchase is charged to your eligible credit card. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for full details of this cover.

Q. What is Extended Warranty insurance?
A. Extended Warranty insurance is available to all Gold, Platinum and Diamond Cardholders.  It extends the manufacturer’s Australian warranty on personal goods by up to 12 months, provided the purchase of those goods is charged to the cardholder’s eligible credit card. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for full details of this cover.

Q. What is the Guaranteed Pricing Scheme?
A. The Guaranteed Pricing Scheme is only available to Platinum and Diamond cardholders. If you make a purchase of personal goods (charged to your eligible Platinum or Diamond credit card) only to find the same product advertised in a printed catalogue for a cheaper price from a store within 25 kilometres of the store you purchased the product from and the price difference is greater than $75 - no worries. If you call within 21 days of your purchase, you can claim back the difference up to AU$500. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for full details of this cover.

 

Travelling overseas

Q. Can I use my Commonwealth Bank credit card overseas?
A. Yes, you can use your Commonwealth Bank credit card overseas wherever you see the relevant scheme sign displayed. Please see using your card overseas for more information.

Q. Can I access accounts linked to my credit card?
A. Accessing your Commonwealth Bank card-based accounts when travelling overseas is easy. At an overseas MasterCard/Visa ATM (except in Europe for MasterCard), you can use your Commonwealth Bank credit card to access your primary linked savings account or cheque accounts when the option is available.

Q. Which ATMs can I use with my credit card?
A. With a Commonwealth Bank MasterCard® Card you can withdraw cash advances and obtain balances from any ATM displaying the MasterCard and/or Cirrus logos. With a Commonwealth Bank Visa card you can withdraw cash advances and obtain balances from any ATM displaying the Visa or Visa Plus logo.  

The Commonwealth Bank American Express® Card can be used to obtain a cash advance at all Commonwealth Bank ATMs and at any ATM which displays the American Express® symbol in Australia or overseas. Note that you do not earn Awards points on cash advances.

Q. Why should I notify the Commonwealth Bank before going overseas?
A. By notifying us before you go overseas, we can ensure we have updated contact details should we need to speak to you, and if we know exactly where you are, we can more accurately monitor transactions coming from your account.

Q. I'm moving overseas, can I transfer my Commonwealth Bank credit card overseas?
A. Yes, if you move overseas you can still use your Commonwealth Bank credit card overseas, but you will still need to pay any international transaction fees incurred. Statements will be delivered to your address overseas, and replacement cards (if expired or lost or stolen) will be mailed to your overseas address, after you have confirmed the address (for security purposes).

Q.  Why should I ensure I have a PIN on my credit card before going overseas?
A. In addition to the security benefits from having a PIN on your card, some countries require you to enter a PIN instead of signing for your purchase. So whenever you travel overseas, it is important that you have a PIN on your credit card, otherwise it may not be able to be used.

Q. Do foreign ATMs and EFTPOS work the same way as those in Australia?
A. Using ATMs overseas is very similar to using those in Australia. Overseas ATMs will usually give you a choice of instructions in the local language and in English. PIN-based Maestro and Electronic transactions are also the same as in Australia, just swipe your card and enter your PIN at the time of purchase. In some countries, you may be asked to sign for your purchases instead of entering your PIN.

Q. How do I make a payment to my Commonwealth Bank credit card while overseas?
A. There are several easy ways to make payments whilst overseas, such as using telephone banking to transfer funds, logging into NetBank whilst anywhere in the world or setting up automatic payments to your account before you leave.

Q. Will I get a receipt for my ATM transaction?
A. We cannot guarantee that all overseas terminals will give you a transaction receipt, but most will.

Q. What will the ATM receipt show?
A. The receipt will show the withdrawal amount in the currency of the country you are in, but it may not always show the remaining balance of your account. If you require an account balance and it is not provided as part of the withdrawal, you will need to request a balance enquiry separately and a fee may apply. However, this function may not be available in all countries. With credit card accounts, a cash withdrawal is the same as a cash advance, and the details provided on the receipt will be the 'available credit' and not the 'outstanding balance'.

Q. How much can I withdraw?
A. Your daily card withdrawal limit for MasterCard Cirrus, Maestro and Visa is the same overseas as it is in Australia.

These are:

• MasterCard, Visa and American Express credit card - $800 per card

Card limits can be decreased or increased up to $2000 on NetBank (“Manage accounts” tab), by calling 13 2221 or by visiting a branch. Withdrawal limits are calculated on a 24 hour period (midnight to midnight) Sydney time.

Q. What are the costs of using my card overseas?
A. An international transaction fee applies to credit card accounts for cash advance and purchase transactions made in currencies other than Australian dollars. A cash advance fee also applies. These fees are charged to your account at the time of your transaction. In some overseas countries, including the United States, UK and Canada, local law permits the banks to apply a surcharge to ATM transactions. Notices usually advise that a surcharge applies, and in most cases a phone number will be provided to call to obtain details. The charge will appear on your receipt. (The Commonwealth Bank has no control over these surcharges).

Q. What is an international transaction fee?
A. An international transaction fee applies any time cash advances, purchases or permitted transactions are converted by MasterCard, Visa or American Express® from foreign currencies to the Australian dollar equivalent. The fee for transactions converted by Visa or MasterCard includes the fees they impose on us, and for cash advances, the relevant cash advance charges will also apply ($4.00 or 1.50% of the cash advance amount – whichever is greater).

Q. How much are international transaction fees?
A. International transaction fees are determined by the card scheme, either MasterCard or Visa.  These are:

• Transactions converted by MasterCard® or Visa - 2.95% of the total transaction
• Transactions converted by American Express® - 1.95% of the total transaction
• Transactions overseas but in Australian dollars - 2.00% of the total transaction
  

In addition, American Express transactions are also subject to a 1.50% American Express currency conversion factor which is included in the converted transaction amount.

Q. What if my MasterCard is lost or stolen?
A. If your card is lost, stolen, misused or you believe your PIN is compromised, you must advise us immediately. If you are in the USA, call 1-800-627-8372 (freecall). In any other country, call your local operator to place a reverse charges call to the USA and quote +1 636 722 7111. Or visit www.mastercard.com.au for the toll-free number in the region you are in.

Q. What if my American Express Card is lost or stolen?

A. If your card is lost, stolen, misused or you believe your PIN is compromised, you must advise us immediately. Call +61 13 2221 or +61 2 9999 3283 (reverse charges accepted), or call into a local American Express Travel Services Office (please note that not all offices provide an emergency card replacement service).

For help in an emergency whilst overseas call reverse charges +61 2 9273 2730 for medical and legal advice, an emergency cash advance, as well as interpretation services and local information.

Q. What if my Visa card is lost or stolen
A. If your card is lost, stolen, misused or you believe your PIN is compromised, you must advise us immediately. For lost, misused or stolen Visa Cards, call into any bank displaying the Visa card symbol or call the 24 hour Visa Global Customer Assistance Service in the country you are visiting:

Australia	1800 450 346
Austria	0800 293 084
Belgium	0800 78 465
Canada	1866 639 1911
China - Telecom China - Netcom	10800 4400027 10800 7440027
Finland	0800 11 0057
France	0800 904 349
Germany	0800 182 2891
Greece	00800 4412 1092
Hong Kong	800 900 782
India	000 117 866 765 9644
Indonesia	001 803 44 1600
Italy	800 781 769
Japan	00531 440 022
Korea	00 308 44 0050
Malaysia	1800 80 2997
New Zealand	0508 600 300
Philippines	1800 1441 0015
Singapore	800 4481 250
Spain	900 94 8966
Sweden	020 790 939
Switzerland	0800 835 274
Taiwan	0080 1 444 123
Thailand	001 800 441 3485
UK	0800 169 5189
USA	1 866 765 9644

In any other country, call your local operator to place a reverse charges call to USA and quote +1-303-967-1090, or visit www.visa.com.au for the toll-free telephone number of the region you are in.

Q. What happens after I have reported my card as lost or stolen?
A. A temporary card will be sent to you from MasterCard, American Express or Visa for use whilst overseas. An emergency cash advance can also be arranged for you through MasterCard or Visa if required. You will need to notify us of your lost card when you return to Australia and a replacement card (and additional card if applicable) will be issued to your home address. If you find your card again after reporting it lost or stolen, you should still destroy it, as well as any additional cards.

Q. What is a chip credit card?
A. Secure chip technology is a standard feature on all new MasterCard and Visa Commonwealth Bank credit cards. Your card has all the same benefits as a magnetic stripe credit card but with one major difference. The secure chip provides greater security because it is more difficult to fraudulently copy the details of your card.

Q. Where can I use my chip credit card?
A. All over the world, anywhere MasterCard and Visa cards are accepted, including ATMs and EFTPOS terminals.

Q. How does it work?
A. Chip credit cards are embedded with a microchip. This enhances the security of credit card transactions and helps protect your credit card from fraudulent usage. The chip contains security data and software that ensures every transaction you make is extensively authenticated.

Q. How do I use my chip credit card?
A. As more merchants upgrade their terminals to chip terminals, the way you use your chip card will change. At a chip card terminal:

1. Your chip credit card will be inserted into a terminal
2. The card will need to remain in the terminal while the transaction takes place.
3. You’ll sign or enter your PIN.
4. Once the transaction has been accepted, your card will be returned to you with a receipt.

At a magnetic stripe terminal:

Use your chip credit card just like you use your magnetic stripe card. Swipe it at the terminal and sign or enter your PIN.

Q. Can I use a non-chip credit card overseas?
A. In most instances yes, however we cannot confirm all overseas terminals are able to support non-chip credit cards.

Q. Does the chip store personal information about me?
A. No, the chip does not hold any personal information about you or any additional cardholders. The chip holds advanced security software that protects you from fraudulent transactions.

Q. What about the magnetic stripe?
A. There are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe so that you can use your card when chip card terminals are not available.

MasterCard® PayPass™

Q. What is MasterCard PayPass?
A. MasterCard PayPass is a new way to pay with your MasterCard credit card. Instead of swiping your card at the checkout, you tap your credit card on a special PayPass reader. If your purchase is $35 or under, there is no need to sign a receipt or enter a PIN. So you'll get in and out faster than before.

Q. How does it work?
A. Credit cards with MasterCard PayPass look just like any other MasterCard credit card. The difference is the PayPass logo appears on the cards and there is a special chip and antenna (RFID) built into the plastic. This new technology allows payment data to be sent to the PayPass reader at the checkout with just one tap.

Q. Which Commonwealth Bank Credit Cards will carry the new MasterCard PayPass logo?
A. The MasterCard PayPass logo will appear on selected Commonwealth Bank Diamond, Platinum, Gold, and Standard (with and without awards) credit cards.

Q. Can I still use the magnetic strip on my PayPass card?
A. Yes. If you prefer not to Tap and Go, or the retailer does not have a PayPass reader installed, you can continue to swipe your PayPass credit card just as you always have.

Q. Does my credit card with MasterCard PayPass carry the same benefits as my traditional MasterCard credit card?
A. Yes, your account number, credit limit, interest rate, fees, awards programs, account linkages and all the benefits you've come to know will remain the same. The only difference is that you can now Tap and Go at merchants that accept PayPass.

Q. Why do I need a PayPass card?
A. PayPass is becoming a standard feature for all Commonwealth Bank MasterCards. It is optional whether or not you use the feature.

Q. Does a credit card with MasterCard PayPass need to be treated in any special way?
A. No, but excessive bending could result in damage to the antenna and should be avoided. If your credit card with MasterCard PayPass stops working with a tap, please let the Bank know by calling 13 2221.

Q. How do I use MasterCard PayPass?
A. If you see the PayPass logo in-store or the PayPass reader on the store counter:
 

1. Ask to pay for your purchase using MasterCard PayPass
2. Tap your credit card with MasterCard PayPass against the reader making sure the card is flat against the middle of the reader
3. Listen for the "beep" and look for the green lights that confirm the account number was read
4. The merchant will then enter your purchases into the EFTPOS terminal which is linked to the reader
5. The payment will then be authorised. For purchases under $100 there is no need for a signature or a PIN, or to wait for a receipt. For purchases over $100 you will still need to provide a signature or a PIN.

Q. Why and when might I prefer to use PayPass rather than cash?
A. PayPass is ideal for transactions of $100 or less as no signature or PIN is required. You don't need to count your change or worry whether you have enough cash on hand to purchase what you need.

Q. How do I disable/turn off the MasterCard PayPass option?
A. There is no need to turn off the PayPass option. If you don't want to make a purchase using PayPass, you can still swipe your credit card just as you have always done.

Q. Does my credit card with MasterCard PayPass need to be removed from my wallet/purse to work?
A. Some wallets/purses are thin enough to allow a credit card with MasterCard PayPass to be read without removal.

Q. How far from the PayPass reader should I hold the card?
A. Generally credit cards with MasterCard PayPass should be held approximately 2.5 to 5cm from the PayPass reader.

Q. Is there an additional cost to having a credit card with MasterCard PayPass?
A. No. The PayPass is as an additional feature on your existing account and there are no extra charges for this feature. All existing fees that are currently charged to your account, will continue to be charged.

Q. Can I tap my traditional MasterCard credit card to perform a PayPass transaction?
A. No, only MasterCard credit cards that show the PayPass logo have the chip and antenna that make it possible to pay with a 'tap'. MasterCard credit cards that are not equipped with the PayPass chip cannot be read with a tap; they need to be swiped to make a purchase.

Q. The reader indicated my card was read but the transaction was declined. What happened?
A. If your transaction was declined, your card may have been disabled by the Bank. Contact the Bank on 13 2221 to determine appropriate action.

Q. When I returned an item I paid for using MasterCard PayPass, the credit was processed using the card's magnetic stripe. Will I still receive the credit?
A. Yes. The credit issued by the merchant will show up on your account whether the retailer used the magnetic stripe or PayPass feature of your MasterCard credit card.

Q. Why is a signature or PIN sometimes not required?
A. To make transactions quick and easy, MasterCard permits select merchants to waive the need for a signature or a PIN for low cost purchases of $100 or less. Purchases over $100, however, will require a signature or a PIN. In any case, the same conditions that currently apply to your traditional MasterCard with regard to unauthorised purchases will continue to apply when you use the card with PayPass.

Q. Are receipts available so I know what I'm being charged for?
A. Just like any retail purchase, merchant receipts are available upon request. And all PayPass purchases are recorded on your monthly statement along with all your other credit card purchases.

Q. Can my credit card with MasterCard PayPass be tracked?
A. No, credit cards with MasterCard PayPass cards have a limited read range of 2.5cm to 5cm, and as a result cannot be tracked.

Q. Can I be charged for someone else's purchase or unknowingly pay for something?
A. MasterCard designed PayPass to be a safe and secure payment method that provides for greater speed and convenience at checkout while still protecting cardholders from unauthorised charges. Limited read range means that only cards with PayPass within 2.5 - 5 centimetres of an activated reader can be read. This eliminates the chance that you will unknowingly pay for another person's purchase.

Q. Can I be charged twice if my card has been tapped more than once?
A. It doesn't matter how many times a card is read by the PayPass reader. The charge will only occur once.

Q. If I lose my credit card with MasterCard PayPass, can anyone use it?
A. As soon as you recognise that your credit card with MasterCard PayPass has been lost or stolen, report it immediately, so that appropriate actions may be taken to prevent it from being used.

Q. How secure is MasterCard PayPass?
A. MasterCard PayPass is designed to be just as secure as the magnetic stripe on traditional MasterCard credit cards.

 

Great Rate

Q. How do I register my Great Rate purchase?
A. Phone 13 2221 24 hours a day, 7 days week, within 14 days of the purchase date.

Q. How do I know my Great Rate option has been applied to my purchase?
A. Once you request a purchase to get the Great Rate, we’ll advise you of the status in writing within 7 business days. If approved, you will receive a confirmation letter and your Great Rate will also appear on your next monthly credit card statement.

Q. How is interest calculated on the Great Rate balance?
A. Interest on a Great Rate balance is charged from the date the Great Rate purchase is enrolled and will expire after 3 full statement cycles. If you are carrying a balance from the previous month on your interest free period card, the purchase is charged interest at the standard rate for the card until it is enrolled as a Great Rate. At this point, the interest rate reduces to the Great Rate. On the No Annual Fee credit card with no interest free period, the purchase is charged the standard interest rate until it is enrolled as a Great Rate. At this point, the interest rate reduces to the Great Rate. Purchases which are transferred to Great Rate do not impact the interest free period of any other purchases. The Great Rate interest rate of 0.99%p.a. is charged for 3 statement periods.

Q. How do I find my statement start date?
A. The top right hand corner of your statement has a ‘Statement begins’ date and this is your statement start date.

Q. What happens when the Great Rate period is over?
A. At the end of the Great Rate period, any outstanding balance of a Great Rate transfer (including any related interest) is treated as a purchase (with no interest free period).  The interest rate reverts to the standard rate for the card on the first day of the 4th statement period.

Q. Do I still get an interest free period on other purchases I have made on my card when I take up my Great Rate option?
A. Yes, to take advantage of an up to 55 days interest free period the entire balance on your statement (excluding any Great Rate purchases) must be paid in full.

Q. What happens if I don't pay my Great Rate in the specified period?
A. The monthly credit card statement will advise you that your Great Rate option has expired and that the remaining Great Rate balance will be treated as an outstanding balance at the standard interest rate of your credit card.
 

Q. Can the additional cardholder Great Rate a purchase?
A. Yes, but the primary cardholder will need to call 13 2221 to apply the Great Rate to a purchase.

Q. My credit card gets paid off automatically each month - how will the Great Rate purchase be treated?

A. If you have a full autopay on your account your balance will include the Great Rate purchase which will also be paid by your autopay facility. Please visit a branch if you would like to alter your existing autopay arrangements.
 

Q. What type of travel-related purchases are not eligible?
A. Ineligible travel or travel-related items include accommodation, holiday packages, car hire, tours, airfares, rail or bus fares, cruises, charter hire and travel insurance.

Q. Can I Great Rate an overseas purchase?
A. Yes, the purchase value will be based on the Australian dollar value charged to your credit card statement. If you would like to Great Rate an overseas purchase, you must advise us within 14 days of the purchase date.

 

Student Card

Q. What do I need to apply for a Student credit card?
A. To apply for a Student credit card you must meet all of the following requirements:Be 18 years old or over;

• Be 18 years old or over;
• Be a full-time tertiary student at uni or TAFE;
• Have a Streamline account with Student Options, OR go to a branch and take out a Streamline account with Student Options
• Meet our credit rating requirements; and
• Be an Australian citizen, permanent resident or have a current Australian visitor’s visa.

If you're a new Commonwealth Bank customer, you will need to come to any Commonwealth Bank branch and provide personal identification and your Student ID card. To view the list of identification documents required please click here

Q. What annual fee will I be charged at the end of my studies?
A. At the conclusion of your studies, your card will convert to a Low Annual Fee card, and incur a $24 annual fee.

Q. How can I apply for a Student credit card?
A. To apply for a Student card, you will need to complete a Student credit card application form and return via:

• fax, to (02) 9635 4200, or
• mail, to Reply Paid 72551, Parramatta, NSW, 2124
• or go into your nearest Commonwealth Bank branch.
  

Conditions of use

Q. What are the Conditions of Use?
A. When you have a Commonwealth Bank credit card, you are bound by a number of legal obligations set out in the Credit Card Conditions of Use and the Schedule of Credit Card Particulars. These are provided to all applicants when the Bank makes its offer of finance.

Q. What happens if electronic equipment does not work when making purchases?
A. Occasionally, equipment and transmission problems are experienced and your transaction may not reach the computer system for processing. Check the receipt to see if it states ‘approved’. If not, try the transaction again after a few minutes or later that day. If you still encounter problems, call us on 13 2221.

Q. When do these conditions of use apply?
A. Immediately after you accept your Commonwealth Bank credit card.

Q. What are the rates and fees for my credit card?
A. View the Standard Fees and Charges. If a special offer applies it will be outlined in the Letter of Offer mailed with your credit card ‘Welcome Kit.

• Important Information
  ^#Commonwealth Awards points and the Qantas Frequent Flyer Direct option are subject to the Commonwealth Awards program terms and conditions which can be found at commbank.com.au/creditcards. Awards points are only earned on eligible transactions and the maximum number of points you can earn in a year is capped (see Commonwealth Awards program terms and conditions). Commonwealth Bank charges an annual fee of $10 for opting in to Qantas Frequent Flyer Direct. You must be a member of the Qantas Frequent Flyer program (and provide your membership number to Commonwealth Bank) and opt-in to Qantas Frequent Flyer Direct to earn and redeem Qantas Frequent Flyer points. Membership and points of Qantas Frequent Flyer are subject to the terms and conditions of the Qantas Frequent Flyer program. 

Dispute a credit card transaction

Q. What should I do if I don’t recognise a transaction on my credit card statement? 
A. We will be able to assist you with most enquiries however there are some instances where you will need to deal directly with the store/merchant where you made the transaction.

If you find a transaction on your credit card statement that you don’t believe is accurate, there are a few things you should do:

Firstly, check the date of the transaction to see if you are able to relate the purchase to something you bought on the same day. Sometimes companies have a different trading name to the billing name that appears on the statement.

If there is another card holder on the account check if they made the purchase.

If the amount looks incorrect, check your purchase receipt. If the amount is different make sure it’s not a result of the exchange rate on an international transaction or a surcharge applied by the merchant.

If you’ve checked everything, and you still don’t believe the transaction record is accurate, get in touch with us and we’ll do our best to investigate.

If you’ve checked everything, and you still don’t believe the transaction record is accurate, call us promptly on 13 2221, 24 hours a day, 7 days a week or visit any branch.

Q. What type of transactions can I dispute? 
A. While we will do our best to assist you with disputes, there are unfortunately instances where you will have to deal directly with the merchant in order to rectify the issue. Please refer to the disputes table below for further guidance:

Where we may be able to help includes	When you will need to go to the store/merchant for assistance
Transactions you do not recognise	Billing disputes
Transactions you did not authorise	Contract related disputes
Goods and services which were not received	Quality of service by merchants
Transactions where the payment amount differs	Instances of buyer’s remorse
Goods which are not as described	Downloaded software disputes
Duplicated transactions
Recurring debits which were cancelled
Goods which are defective

Please note that our ability to help will be limited by contracts that you have signed with the store/merchant.
 
Q. How do I dispute a transaction on my credit card statement? 
A. If you would still like to query a transaction, you can contact us on 13 2221, 24 hours a day, 7 days a week or visit any branch.

Q. How long will it take for me to receive the funds back? 
A. There are variations in timeframes depending on the credit card scheme governing your particular card. For example, MasterCard and Visa disputes can take up to 45 days and American Express disputes can take up to 60 days for the initial investigation. These timeframes usually apply to disputes that require paperwork from other banks. If no paperwork is required, the matter may be completely resolved with the funds in your account within several working days.

Q. How do I receive the funds if my disputed transaction is paid? 
A. In all cases we will directly credit the account that the dispute was raised from.

Q. What does the term “DISPUTE” at the bottom of my credit card statement mean? 
A. The amount shown in dispute on your credit card statement is not another charge to your account. It is a simple way of us showing you the amount that we have in dispute to assist you in calculating the amount to repay for your credit card statement. Your statement will include a message stating ‘UNLESS YOU HAVE PAID THE DISPUTED AMOUNT LISTED ON THIS STATEMENT, IT IS INCLUDED IN THE CLOSING BALANCE BUT HAS NOT BEEN INCLUDED IN THE PAYMENT OR INTEREST CALCULATIONS.’

Q. Will I be charged interest and fees on the dispute? 
A. No. You will not be liable for any fee or bank charge to your account due to a transaction on your account which you did not authorise and have been found not liable for. If for some reason you are charged a fee due to a disputed charge found in your favour please contact us on 13 2221, 24 hours a day, 7 days a week or visit any branch.

Q. Do I have to cancel my credit card if there is a disputed transaction? 
A. If you don’t believe you have authorised a transaction and want to prevent further transactions going through on your account you should in the first instance change your PIN. To fully protect yourself, you should consider stopping that card and have a new one issued free of charge.