Terms and conditions and other important information

We understand that life doesn’t always go to plan and you may experience financial difficulties caused by unemployment, injury, illness, a natural disaster, or other unexpected impacts on your income and expenses. We are here to support you during these tough times.

The type of assistance that we provide will depend upon your individual circumstances, however some of the types of assistance we provide include:

• Reduced payment arrangement – if you can’t make the full or minimum monthly repayments, it’s best to keep making smaller payments if you can. We may discuss a reduced payment arrangement with you.
• Temporary payment break – If you can’t make payments we may discuss a temporary payment break for you. We will also discuss with you a plan for you to be able to resume repayments, following the payment break.

Please note that amounts in arrears, and interest that you incur, will continue to increase whilst you have one of the above arrangements in place, so these options may not be suitable. You will also not be able to use your card for the duration of these arrangements.

If you are experiencing financial difficulty due to factors such as unemployment, injury, illness or natural disaster, we have a Financial Hardship program available to help you. You can request assistance by:

• Calling us at 1800 133 397, or
• You can complete a Hardship Application form, which can be downloaded from the Important Information page. Then email the completed Hardship Application form to customer.care@cards.koganmoney.com.au. We will then be in contact with you to discuss support options further.

After we receive your application for financial assistance, we will contact you with available solutions for your individual situation, within 21 days.

Important Information before you apply for financial hardship assistance

• If you hold a NAB branded product and require financial hardship assistance on that product, please contact NAB Customer Care on 1800 701 599 (8:00am-8:00pm Monday-Friday and 9:00am-1:00pm Saturday AEST).

• If we have received your request for hardship assistance by way of the application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist.

• Once we have received your completed application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist you.
• You are not required to provide supporting documents at the time you submit your application. If we do require supporting documents we will let you know.
• If you have been or are still paying for insurance on any of your Credit Card account(s) or Personal Loan product(s), you may be eligible to make a claim with the insurer. Your account statement will indicate the name of the insurer you need to contact. However, an insurance policy wouldn’t preclude you from applying for financial hardship assistance, if you still require it.
• Your card/account may be suspended from the time we receive your application for hardship assistance, and if approved, during the entire period you are on financial hardship. Ability to transact post your financial hardship assistance will be based on your card or account status.

Financial hardship and Credit Reporting

What do you report on my credit report for any financial hardship assistance provided?
Your credit report shows whether you have made your credit card repayments on time for your account(s). This is known as your repayment history information (RHI).

Importantly, your credit report:

• won’t show missed payments during a financial hardship arrangement provided you make the repayments agreed as per the arrangement (if any),
• won’t include the reason for the financial hardship arrangement, and
• won’t show any information about your financial hardship arrangement after twelve months.

As your Kogan Money Credit Cards account is regulated by the National Credit Code (NCC) then, for the period that a financial hardship arrangement is in place, we’ll report Financial Hardship Information (FHI) to the credit reporting bodies. This shows that a financial hardship arrangement was agreed with you.

During the arrangement, your repayment history information will show that you’ve made your repayments on time provided you meet the agreed payments of the financial hardship arrangement (if any).

If you don’t have any repayment obligations during your financial hardship arrangement at all (sometimes called a “payment break”), you’ll be reported as up-to-date while the financial hardship arrangement remains in place. Credit reporting bodies are not allowed to use Financial Hardship Information in the calculation of your credit score. For more information, please refer to CreditSmart®.

What do you report on my credit report after the hardship assistance period?
Before and after the hardship assistance period ends, we’ll report repayment history information (RHI) against your standard repayment obligations under your credit contract (rather than against the terms of your financial hardship arrangement) to the credit reporting bodies. When we report RHI, we’ll tell the credit reporting bodies if you are up-to-date with repayments under your credit contract or if you are overdue.

We provide this information to each of the credit reporting bodies we work with (Equifax, Experian and illion) monthly. Credit providers might access the information to assess your creditworthiness if you’re applying for more credit.

If your account is overdue at the end of your hardship assistance period, this will be reflected in your RHI within 14 days of your hardship assistance ending unless we’ve agreed to provide further assistance. The RHI provided to credit reporting bodies will reflect how many months overdue the account is.

RHI reporting will remain on your credit report for 24 months. RHI can impact your credit score and credit providers might access this information to assess future lending applications.

For more information on Kogan Money Credit Cards credit reporting practices, review our Privacy Notification.

How can I check my credit report with the credit reporting bodies?
You can check your credit file through the credit reporting bodies we work with:
Equifax
Experian
illion

For more information about credit reporting, visit the Australian Government’s CreditSmart® website.

Contact us

If you would like further information on how we may be able to assist you, are experiencing financial difficulty in meeting your commitments, or would like assistance with providing a hardship notice, visit the Contact Us page to identify the ways you can contact us.

Need more help

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.

You may find the following websites helpful as they provide information on managing your money.

• www.ndh.org.au/
• www.ausbanking.org.au

Scam Awareness

With increasing prevalence of scams, it’s important that you’re aware of the most common scams that could impact you and helpful tips you can use to protect yourself.

What should I do if I think someone has fraudulently used my Card?

If you believe someone has fraudulently used your Card, call us immediately on 1300 415 445 or +61 2 8908 6196 if you are overseas.

It is important that you contact us immediately if:

• you’ve sent money or authorised a payment due to a scam
• you’ve provided your identity information and/or banking details to someone who you believe is a scammer
• you’ve found transactions you haven’t authorised.

Common Scams to Watch Out For

• Impersonation scams
  Criminals pretending to be from reputable organisations can contact you and use different tactics to get you to share your personal or account information.

  For example, you may get a call, email or SMS that appears to come from us, another bank, or legitimate business, like a telephone or internet service provider, claiming that you need to confirm your identity or provide your One-Time PIN to continue managing your account online.

  If you get an SMS from us with a code to authorise a transaction, please ensure you read the whole SMS carefully as it might be shortened when it pops up on your screen.

  We’ll never pressure you to complete a transaction with your card or request your personal details, account details, your One-Time PIN or your password via email, SMS or by phone where you have not contacted us first.

  If you are ever unsure, you can contact us to make sure the request came from us.

• Goods not received scams
  Criminals can also contact you via email or social media and advertise attractive sales or deals that link to a fraudulent website where you can make a purchase.

  For example, you may get Facebook or other type of social offers for seemingly great bargains, but after making a payment you won’t receive the item and you may get charged more than what was advertised.

• Remote access scams
  Scammers may call and alert you to a ‘virus’ or ‘issue’ with your computer or account and request remote access to your computer to fix it. Never agree or provide anyone access to your computer. If you receive an unexpected phone call, text or email about your computer and remote access from someone claiming to be from a company or business you recognise, hang up or delete the message immediately.

What you can do to protect yourself

• Recognise suspicious communications
  Learn to recognise suspicious communications, even if they appear to be coming from us. Please read all messages carefully. If unsure, call us using the verified numbers mentioned on our contact us page. Also, please avoid clicking on suspicious links or downloading attachments from unknown sources. Criminals often use links or attachments to install malware or obtain your personal information.

• Pause before you pay
  Be mindful of retail websites and online or social media offers that are fake but appear genuine. Criminals always use a website that appears legitimate and request your account details and/or One-Time PIN to make a purchase or further transactions on your account.

• Check before you share
  Never share your password, your One-Time PIN, or any other Online Activation Codes with anyone, even with us. If you give out your One-Time PIN or receive an SMS from KoganMoney advising your card has been added to a mobile wallet without your request, please call us immediately. Update your password regularly and make sure your contact details are correct so we can contact you about any potential scams.

• Reporting scams
  If you believe you’ve been the victim of a scam, please call us using the verified numbers mentioned on our contact us page.

  Report any scams to Scamwatch, an independent website run by the Australian Competition & Consumer Commission (ACCC).

How we can help if you’ve been scammed

1. We will review your recent transactions, block your card or account to stop any further scam activity and arrange for a new card to be sent to you.
2. We’ll investigate and attempt to recover your money, where possible.
3. Provide you with information you can use to protect yourself from future scams.

Please contact us for assistance if you believe you have been impacted by a scam