IMPORTANT INFORMATION REGARDING ICHOOSE PREPAID CARD PRODUCTS
From 23 January 2023, Oxygen Global will be the Issuer of the iChoose Prepaid Visa Card.
Card Issuer
The Issuer of the Card is Oxygen Global Pty Ltd ABN 41 162 667 843, AFSL 452 187. OXYGEN is authorised to provide general financial product advice and to issue deposit and payment products limited to non-cash payment products to retail and wholesale clients.
To contact the Issuer, Oxygen Global Pty Limited:
Phone (Australia): 1300 886 459 (free call)
Website: www.oxygen-global.com
Email: info@oxygen-global.com
212F Pty Ltd ABN 70 106 450 631 (“212F”) is a loyalty, reward and recognition solution provider and an authorised representative of OXYGEN (authorised Representative number 1263790). 212F is authorised by OXYGEN to arrange for the distribution of the payment product. When providing financial services in relation to the payment product, it acts on behalf of OXYGEN.
To contact 212F:
Mail: PO Box 6091, Melbourne, VIC 3004, Australia
Phone: Monday to Friday between 9am and 5pm (EDST) on 1300 424 667
Website: www.212f.com.au
Email: info@212f.com.au
Note: 212F is not the card issuer.
Liability for Unauthorised Transactions
For disputed transactions (including unauthorised transactions), the following will apply.
You are responsible for checking your transaction history online and knowing your available balance. You can check your balance and transaction history free of charge at the website printed on the back of your Card.
For disputed transactions you should contact iChoose immediately by phoning Customer Assistance on 1800 914 332 or by the Contact Us tab on the website printed on the back of your card. Visa Scheme Rules impose time limits after the expiry of which our ability to dispute a transaction on your behalf may be lost. We may not be responsible for any loss to you where it can be shown that you have unreasonably delayed notifying us.
Complaints
We will handle complaints in accordance with the following process.
If you have a complaint about the Products or our services, please contact iChoose by phoning Customer Assistance on 1800 914 332 or by the Contact Us tab on the website printed on the back of your card.
We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away. If we can’t resolve your complaint within 5 business days, we will provide you with a written response providing the final outcome no later than 30 days. We aim to resolve all complaints within 21 days. However, in some cases, it may take up to 30 days. Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we’ll keep you updated on the progress.
You can ask for information about how we manage complaints in alternative formats and languages upon request by calling 1800 914 332.
If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727.
If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on:
Email: info@afca.org.au
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001.
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
To contact the Issuer, Oxygen Global Pty Limited, about your complaint:
Phone (Australia): 1300 886 459 (free call)
Website: www.oxygen-global.com
Email: info@oxygen-global.com