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Short-Form Product Disclosure Statement
Australia Post Load&Go Reloadable Visa Prepaid Card
Terms & Conditions:
Short Form Product Disclosure Statement (Short Form PDS) 23 March 2015
Full Product Disclosure Statement (PDS) please go to www.auspost.com.au/prepaidcards
The Australia Post Reloadable Visa Prepaid Card (‘Card’) is issued by Heritage Bank Limited
ABN 32 087 652 024 AFSL 240984 Australian Credit Licence 240984 (‘Issuer’). The Issuer
changed its name to Heritage Bank Limited from Heritage Building Society Limited with
effect 1 December 2011. The Issuer can be contacted at PO Box 190, Toowoomba, QLD 4350,
and Ph: 13 14 22. Australian Postal Corporation ABN 28 864 970 579 (“Australia Post”) is the
distributor of the Card as the Authorised Representative (AR No. 338646) of Australia Post
Services Pty Ltd ABN 67 002 599 340 (AFSL No 457551) and is responsible for providing
various Cardholder services. In this Short Form PDS, any reference to ‘we’ or ‘us’ is a
reference to the Issuer.
The information below does not take into consideration your financial situation and before
making any decision about the Card you should consider whether this product is right for
you. For more information about the Card, go to www.auspost.com.au/prepaidcards.
1. Significant Benefits
The Card can be used in Australia and overseas for cash withdrawals at ATMs and for the
purchase of goods and services electronically from merchants where Visa Prepaid Cards
are accepted (excluding gambling merchants). Value can also be reloaded onto the Card
during its currency and within applicable limits.
2. Significant Risks
The significant risks associated with the Australia Post Load&Go Reloadable Visa Prepaid
Card include:
a) Any unclaimed funds at the time of expiry of the Card will incur a $1 per month
Management Fee, until claimed. This may result in any remaining available balance at
the time of expiry being forfeited over time and you will not be given prior notice of this.
b) Unauthorised transactions can happen using the Card if it is lost or stolen, a personal
identification number (PIN) is revealed to an unauthorised person, as a result of fraud or
if you leave your Card in an ATM. You may be liable for losses resulting from an
unauthorised transaction under the terms and conditions of the product outlined fully in
the PDS.
c) Unintended transactions can happen if electronic equipment with which the Card is
being used is operated incorrectly or incorrect details are input.
d) You might not be able to get your money back if unauthorised or unintended
transactions occur.
e) If the electronic network enabling the use of the Card is unavailable, you may not be
able to undertake transactions or get information using the Card.
f) The Card could be lost, destroyed or stolen and remaining funds forfeited if we cannot
authenticate you as the Card owner.
Australia Post Load&Go Reloadable Visa Prepaid Card Short Form PDS effective 23 March 2015.
3. Fees
The fees that apply to the Card are:
a) Card Purchase Price $6.95.
b) Transaction Fee whenever you spend or withdraw cash $0.09. This is capped at $0.99 per
calendar month.
c) Card Replacement (when you request a replacement card for a lost/stolen card), Card
Cancellation or account closure Fee $15.00.
d) Card Renewal Fee $6.95
e) Card Servicing is available online at no cost. Card Servicing Fees are charged when
calling; automated voice recognition service $0.50; Call centre operator $4.00.
f) SMS Fee $0.25 charged per SMS if you opt into receipt of SMS servicing (no charge for
SMS to obtain PIN, fraud or minimum $5 balance notification).
g) Foreign Currency Conversion Fee of 3% of the transaction value calculated in AUD where
the merchant or financial institution accepting the Card is located outside of Australia.
h) Card Dispute Fee $20 is payable if the disputed transaction is found to be authorised.
i) Any unclaimed funds at the time of expiry will incur a $1 per month Management Fee,
until claimed. To avoid this, a new Card will automatically be issued to you if you register
current details with us, including an Australian address. For further information on
reclaiming funds go to www.auspost.com.au/prepaidcards
j) All Fees are GST inclusive (if applicable) and will be deducted directly from Card balance.
k) ATM service operators may charge a fee which you authorise us to debit to your Card
balance.
l) Card fees will be deducted from Card balance, at the time the activity invoking the fee
occurred.
4. Product Features and Limitations
a) You may use and reload the Card as often as you like until the available balance is spent
or the Card has expired. The available balance cannot be exceeded. Card limits are
applicable: Maximum Available Balance $999; Maximum Monthly Aggregate $5,000;
Minimum Single Load $20; Maximum weekly ATM withdrawal limit $250.
b) There is no interest paid on the value you load on to the Card.
c) The Card will expire at the date shown on the front of the Card. A new Card will
automatically be issued to you prior to expiry, where the Card balance is greater than
the Card Renewal Fee, and you have registered your details with us, including your name
and Australian address. You cannot access any value loaded on the expired Card.
d) The Card must be signed before use. By using or signing the Card you accept these
terms, and agree to provide us with a ‘Memorable Word’, ‘Access Code’, and mobile
phone number as a means of accessing your Card details online.
e) You must register your Card upon initial log-in and provide current details such as name,
address, email, and date of birth, to authenticate yourself as the cardholder and be
eligible for online purchases (Verified by Visa), additional Card features, servicing and
Card support. If you do not register your Card, you may not be able to use your Card
online on websites that require Verified by Visa (VbV). To register, go to
www.auspost.com.au/prepaidcards
f) The Card balance and transaction history are available at
www.auspost.com.au/prepaidcards at no charge. The Card balance can also be
obtained by calling +61 1300 665 054 (call fees and other fees apply). The Card can be
loaded with funds utilising a number of channels. For example, via the “Pay Anyone”
function using the Internet banking service provided by your financial institution, and
Postbillpay. Note: your own bank may charge a fee for this service.
g) You can request your PIN by SMS or our automated voice recognition service, once you
have purchased the Card. Keep your PIN secure. Failure to do so may increase your
liability for loss.
h) Keep your PIN secure by: (a) never disclosing your PIN or Card number to another person;
(b) not interfering with any magnetic stripe or integrated circuit on the Card; (c) not
writing the PIN on the Card; (d) not carrying the PIN with the Card; (e) not recording the
PIN where it may be accessed by other people; (f) not recording the PIN on anything
Australia Post Load&Go Reloadable Visa Prepaid Card Short Form PDS effective 23 March 2015.
carried with the Card or liable to loss or theft simultaneously with the Card; (g) acting
with extreme carelessness in failing to protect the security of the PIN; and (h) complying
with any instructions we give you about the keeping the PIN safe and secure. Failure to
do so may increase your liability for loss.
i) You may only spend up to the value of your available balance when using your card and
may use your Card as often as you like until the Card has expired (in which case a new
Card may be issued and a Card Renewal Fee will apply).
m) The Card will be replaced if lost or stolen if you have registered with us and your details
are current. As soon as you become aware your Card is lost or stolen, or your Card
details may have been used by someone without your authority, or your PIN’s security
has been breached, you must make a report to us immediately by calling +61 1300 665
054. If you report that a Card has been lost or stolen or the Card details have been used
by someone without your authority the Card will be stopped when the report is made.
You may be liable for transactions for which you did not give authority incurred before
the report is received by us. We may issue you with a new Card and transfer the balance
to your new Card. Replacement and new Cards cannot be sent to an address outside of
Australia.
5. Disputes
We will handle all complaints according to our internal dispute resolution procedure (and the
ePayments Code, where the complaint relates to a transaction covered by the ePayments
Code).
a) Your Card must be registered before raising a dispute, including current email address.
For unauthorised transactions and disputes relating to the Card, or if you want to query
your transaction history, call us immediately on +61 1300 665 054.
b) Transaction Disputes:
Where your card is used for Unauthorised Transactions, we will seek to reverse the
transaction if we can under the Visa Card Scheme Operating Rules. However our ability
to process a transaction dispute is restricted by time limits imposed under these rules.
For this reason, you should notify us immediately and certainly no later than 75 days
after the transaction date. It is your responsibility to regularly review your online
transaction history to identify Unauthorised Transactions. Under the conditions of use,
we may not be responsible for any loss to you if you do not dispute an Unauthorised
Transaction within an applicable time limit. A Card Servicing Fee and Card Dispute Fee
may apply.
c) Queries and Complaints:
If you have a query or complaint about the Card, you should initially direct the query to
Australia Post through customer assistance. You can call customer assistance on (+61)
1300 665 054.
We will handle all complaints according to our internal dispute resolution procedure (and
the ePayments Code), where the complaint relates to a transaction covered by the
ePayments Code).
Our internal dispute resolution procedure requires that we seek to resolve your complaint
within 21 days, although it is not always possible to do so. If we are unable to resolve
your query or complaint to your satisfaction within 45 days, you may be eligible to
escalate the query or complaint to the Issuer’s external dispute resolution service. The
period of 45 days may be extended in exceptional circumstances or where the Issuer
decides to resolve the complaint under the rules of the Visa scheme.
The external dispute resolution service is:
Financial Ombudsman Service (FOS) Mail: GPO Box 3, Melbourne, VIC, 3001
Phone: 1300 78 08 08
Australia Post Load&Go Reloadable Visa Prepaid Card Short Form PDS effective 23 March 2015.
Fax: 03 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
In addition, if your complaint is not satisfactorily addressed, you may contact Heritage
directly:
Mail: Heritage Bank Limited, PO Box 190, Toowoomba, QLD, 4350
Phone: 13 14 22 (from within Australia) or +61 7 4694 9000 (from outside Australia)
Fax: 07 4694 9782 (from within Australia) or +61 7 4694 9782 (from outside Australia).
6. Further Information and Conditions of Use
The Australia Post Reloadable Visa Prepaid Card Full Product Disclosure Statement
incorporating Conditions of Use can be viewed at www.auspost.com.au/prepaidcards.
You may also request a copy of it by calling +61 1300 665 054 (call fees and other fees apply).
We reserve the right to change this Short Form PDS at any time upon giving you 20 days’
notice via www.auspost.com.au/prepaidcards.
Load&Go
Customer service: 1300 665 054
From overseas: +61 1300 665 054
Website: auspost.com.au/prepaidcards
Australia Post Load&Go Reloadable Visa Prepaid Card Short Form PDS effective 23 March 2015.