Frequently asked questions
What happens if I go over my credit limit?
You'll receive a message within 2 business days via either email, SMS or post from the time your account goes over limit. This is a free service provided to you. You should only receive one over limit alert between each statement period. There are no charges for going over your credit limit.
We recommend registering for the Online Service Centre to monitor your account balance.
How do I know what my credit limit is?
- Your credit limit can be found on the top right of your monthly CreditLine statement.
- You can check it anytime at the Online Service Centre
- Or call us on 1300 552 079
What is my cash limit?
Your available cash limit can be found under 'Account Summary' in the Online Service Centre. It's also available on your statement. It's important to note that your available cash limit can be different from your credit limit. Please note daily cash withdrawal limits apply.
Gambling and lottery
Can I use my card on gambling and lottery transactions?
We no longer authorise credit card purchases registered under a gambling and lottery merchant code. These transactions will include most gambling and lottery purchases.
Gambling and lottery transactions are purchases made at gambling associated venues and online sites.
What's the use of my credit card if I can't use it how I want to?
While we understand that gambling and lottery purchases can form part of normal entertainment and everyday life for many people, Latitude along with other credit providers, including banks feel that using a credit card to pay for gambling and lottery is not suitable.
My card was declined and the terminal said 'Do Not Honour', what does this mean?
This decline could be because we no longer authorise gambling and lottery purchases on Latitude products.
Why are you declining gambling transactions?
We recognise that gambling is a growing issue in Australia, and we are here to help support the financial wellbeing of our customers. While our customers may like the flexibility of using their card for these occasional purchases, Latitude along with other credit providers, including banks feel that using a credit card to pay for gambling and lottery is not suitable.
If you find yourself vulnerable to gambling and you'd like to speak to someone from an independent organisation about your situation, please call Gambling Help Online. www.gamblinghelponline.org.au 1800 858 858.
Can I use my card at the casino restaurant?
As a result of the gambling and lottery transactions being declined on Latitude products, non-gambling and lottery transactions such as food or beverages purchased at some international casinos may also be affected and is dependent on the way these businesses comply with local laws. Bistros at clubs and sports venues throughout Australia that offer pokies should still accept credit cards for meals and drinks.
Gambling is a form of entertainment/recreation for me, so why do these purchases need to be blocked?
We recognise that for many Australians, gambling is a form of entertainment and recreation. Latitude along with other credit providers, including banks feel that using a credit card to pay for gambling and lottery is not suitable.
What else has the financial services industry done in this space?
Victoria: A venue operator must not allow a person to obtain cash from a facility in the approved venue or a cash advance from a credit account.
Queensland: All automatic teller machines installed in the licensee's licensed premises are only available for the use of debit cards.
New South Wales: A hotelier or club must not permit a cash dispensing facility to be used, or to be installed, or located in any part of the hotel, or club premises, if the facility is capable of providing cash from a credit card account.
Northern Territory: ATM and EFTPOS Facilities will only have access to debit accounts; access to credit accounts will not be permitted.
Tasmania: A casino operator must not allow a person to obtain, from a cash facility, a cash advance from a credit account.
South Australia: The holder of a gaming machine license must not provide, or allow another person to provide, a cash facility within a gaming area on the licensed premises.
Australian Capital Territory: A hotelier or club must not permit a cash dispensing facility to be used, or to be installed, or located in any part of the hotel, or club premises, if the facility is capable of providing cash from a credit card account.
Western Australia: In the gaming areas of the Casino EFTPOS is only to be used to access savings or cheque (not credit) accounts in accordance with relevant legislative and regulatory requirements, and subject to transaction limits.
What else has the government done in this space?
Over the past 20 years Australian governments have introduced several restrictions on the use of credit cards for gambling. These include:
- Australian state and territory governments prohibited access to credit in casino and gambling areas of licensed venues in the early 2000s. This mean a person cannot use a credit card to gamble or withdraw cash from an ATM in gambling areas of licensed venues and casinos. When these reforms were introduced the online gambling did not operate in Australia.
- In February 2018, the Federal Government prohibited online gambling operators from offering credit to gamblers as part of the National Consumer Protection Framework for Online Wagering.
- On 27 November 2019, the Federal Minister for Minister for Communications, the Hon. Paul Fletcher introduced legislation to establish the National Online Gambling Self-Exclusion Register.
Where could credit cards be used for gambling? (As at March 2020)
Online and betting apps - Yes. However, in February 2018, the Federal Government prohibited online gambling operators from offering credit to gamblers as part of the National Consumer Protection Framework for Online Wagering.
Poker machines - No credit cards or access to cash advances through ATMS in gambling areas.
Casinos - No. Casinos extend lines of credit from their own credit facilities to their customers in VIP rooms, but they do not provide credit cards in those areas.
On-track - horse racing and greyhound racing - No credit cards or access to cash advances through ATMS in venue.
Lottery tickets/online and in venue - Yes.
TAB outlets - No.
Your statements and repayments
Has my statement changed?
Yes, we have recently made changes to your statement for the better. We hope you like the refreshed layout and design.
How will I know when my repayments are due?
You'll be sent a statement every month. It will show how much you'll need to pay and when you need to pay it by. Or check it online using the Online Service Centre.
If you have any questions about your statement, please call our Customer Solutions team on 1300 552 079.
How do I know what I need to pay?
If you’ve been using your CreditLine account, we’ll send you a monthly statement. This statement will show a record of the transactions made over the last month. It will also tell you the minimum amount you need to pay.
Remember, to avoid any interest charges at the end of your interest free period, you need to pay more than the minimum monthly payment each month. The minimum monthly repayment on CreditLine is 3% of the total outstanding balance, or $25, whichever is greater. You will also be charged for any applicable fees.
Can I use my credit card for a Direct Debit?
No. Direct debit payments cannot be made by credit card or charge card.
How do I use BPAY?
To use BPAY you’ll need online access to your bank account. Your bank will be able to tell you what types of BPAY they can provide. You’ll need the Biller Code. And you’ll need your customer reference number (CRN). This is not your card number. Your Biller Code and your CRN can be found on your monthly statement. Please note a payment handling fee applies to each BPAY payment made to your account.
How can I pay my account?
We offer convenient ways to pay - via the Online Service Centre, Direct Debit, BPAY® or in person - whatever suits you best.
If you use the Online Service Centre via "Pay My Account", you should be aware that payments can take 3-5 business days to clear and you can only make one payment to your card account every 5 days. We do not charge you a fee for payments made via the Online Service Centre.
With BPAY you will need to use your credit card account number as the reference number. This can be found in the top right-hand corner of your statement.
Please note a Payment Handling Fee of $0.95 applies for all payments made via BPAY to pay your card account.
If you’re paying by BPAY on your due date, make sure you complete the transaction before your bank’s cut off time, otherwise the transaction may be processed on the following day. Remember that some BPAY payments can take up to 3 days to appear on your account.
What do I do if I cannot afford to make my repayments?
If you are having difficulty making your minimum monthly repayments please talk to us. We have a hardship policy which may allow us to tailor a solution to your situation. Please refer to our hardship page for more details.
What is Flexible Interest Free plans (also called Buy Now, Pay Later plans)?
It's a payment option that means you don't have to pay anything during the initial promotional period. But as you'll start to gain interest if there's an outstanding balance after this offer period ends, it's best to pay off the item in full before this interest starts kicking in.
What is Minimum Monthly Interest Free plans (also called Interest Free plans)?
This lets you buy things on your card without paying interest during the interest-free term. You'll still need to make a minimum payment each month though. Interest-free plans start from 6 months.
*Remember, paying only the minimum monthly payment won't pay off your plan's balance, but you can make extra payments any time.
What is Equal Monthly Interest Free plans (also called Instalment Interest Free plans)?
A payment plan that lets you keep it simple and pay the same amount every month. Plans vary from 6 months and up to 60 months during select promotional periods at our partnered retailers.
How do I choose my own PIN?
To make it easy to remember your PIN, you can choose your own number. A PIN makes your card even more secure and you can create your own PIN with a simple phone call.
You can get it done in three easy steps.
- Call 1300 552 079
- Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
- Follow the instructions to choose your own 4 digit PIN
What happens if we detect a suspicious transaction?
As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, our Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone’s keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).
Who do I call if my card is stolen?
Our lost and stolen team are available 24/7 and will be able to assist you. Call Customer Solutions on 1300 368 125.
Do I need a PIN?
In Australia, you are required to have a PIN on your credit card. In many other countries, you may be required to enter your PIN. Please make sure you have one before leaving Australia.
You can select your own PIN by calling us on 1300 552 079.
How do I dispute a transaction on my account?
It's not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your merchant or the Latitude Financial team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:
I did not authorise the transaction / I do not recognise the company name on my statement
Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.
If your account has supplementary cardholders, be sure to check whether they could have made the purchase(s) in question.
Finally, it's a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).
When can I request Latitude to resolve a disputed transaction?
Under the Mastercard and/or VISA Scheme rules, Latitude Financial Services can dispute transaction(s) on your behalf, provided certain conditions are met. This process is called Chargeback. It is important to note that a chargeback (if the right is available) for a transaction on your account is only available for transactions linked to a scheme transaction:
NOTE: We cannot claim a right of chargeback if your claim relates to the Retail Finance feature on your CreditLine card e.g. Buy Now, Pay Later, Interest Free or Instalment Interest Free purchases. See 'Who do I speak to if I have a dispute about my interest free transaction?' FAQ below.
Some examples of acceptable reasons for dispute under the Mastercard and VISA Scheme include:
The goods received are not as described
Check the merchant’s return policy. This policy should be clearly displayed in-store or on the sales voucher.
Important: In face to face transaction environments, always inspect the goods carefully before purchase. Furthermore, obtain a detailed description of the goods/services on an invoice before/with payment wherever possible.
The goods or services are not received/rendered
Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.
If you purchased the goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Custom website for more information.
Important: Before making purchases from overseas merchants, familiarise yourself with Australian customs rules. When you are having goods delivered (domestically or internationally), always obtain written confirmation of the expected delivery date.
The transaction amount on my statement differs from my receipt
This usually happens when you have made a purchase overseas or the merchant is based overseas. Foreign currency exchange rates change daily and therefore the amount you pay may differ depending on exactly when you make a purchase.
I do not remember making a purchase on the date reflected in my statement
As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary cardholders on your account, be sure to check with them.
Finally, it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.
If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your card/account to prevent further unauthorised purchases.
Will I be held liable for unauthorised transactions on my account?
No, if there’s a fraudulent transaction on your CreditLine or CareCredit Card, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card/account. You also need to have abided by the Conditions of Use (COU).
Who do I speak to if I have a dispute about my interest free transaction?
If the transaction in question is an Interest Free Purchase (Buy Now, Pay Later, Interest Free or Instalment Interest Free) on your CreditLine card and you have a dispute about the transaction – for example, you have been given the incorrect promotion or interest free period, please feel free to contact us on 1300 552 079 and we will try to resolve the issue.
If your query relates to the goods or services, you should direct your concern back to the merchant/store where the purchase was made.
We believe that making an insurance claim should be straight forward and hassle-free. There are a number of ways you can submit your claim to us.
To make a claim, you can:
- Submit your claim online here.
- Call us on 1800 800 230 between 8.30am and 5pm Mon to Fri (AEST).
- Download and print out a claim form below, fill it out then send it back to us by uploading online via our Secure Document Upload; or by post: GPO Box 1571 Sydney NSW 1025; or fax: 1300 362 642.
Still have questions? Find out more.
Need more insurance information?
Is this Credit Card right for me?
How do I know if I have the right Credit Card for my circumstances?
Choosing the right credit card product for your actual needs and uses is not necessarily a set and forget decision. Latitude encourages you to review your requirements regularly. Latitude has a range of credit cards from Low Rate, Interest Free, Travel and Rewards so the choice is yours.
Where can I find out information about other Credit Cards?
An overview of Latitude’s credit cards can be found here.
Use the drop down to compare different cards by category such as: Interest Free, Low Interest Rate and Travel.
Is there an independent resource available to learn more about borrowing and credit cards?
The government’s MoneySmart website is a valuable resource to learn more about borrowing and credit..
What can I do if I want to change cards?
The easiest way to change cards is to pay your account in full and close your existing account. You will then need to apply for the card you want – a full assessment is required when you apply.