Terms and conditions and other important information
Terms & Conditions
Digital Wallet Terms and Conditions
Important information you need to know
Forms
For other forms, please visit Kogan Money Credit Cards Online
Target Market Determination
Current
Previous
- Target Market Determination Kogan Money Black Card – Effective from 4 October 2025
- Target Market Determination Kogan Money Black Card – Effective from 4 September 2025
- Target Market Determination Kogan Money Black Card – Effective from 2 April 2025
- Target Market Determination Kogan Money Black Card – Effective from 1 November 2024
- Target Market Determination Kogan Money Black Card – Effective from 4 October 2024
- Target Market Determination Kogan Money Black Card – Effective from 24 June 2024
- Target Market Determination Kogan Money Black Card – Effective 5 October 2023
- Target Market Determination Kogan Money Black Card – Effective 5 October 2022
- Target Market Determination Kogan Money Black Card – Effective 1 June 2022
- Target Market Determination Kogan Money Black Card – Effective 5 October 2021
Complaints
We are here to listen and work with you in resolving your complaint – feedback helps us understand how we can improve.
To help us resolve your complaint, we suggest you provide as much detail as you can such as dates, times, key events and so on.
You can tell us about your complaint through one of these options:
Chat: Download the Kogan Money Credit Cards Mobile App or go Online to make your complaint through chat.
Phone: 1300 350 525 or +61 2 8908 6196 if outside Australia
Email: customerresolutions@cards.koganmoney.com.au
Alternatively, you can submit an online complaint here.
If you would like to escalate a complaint, the first thing to do is to call or email us about your concerns. We will try to resolve your complaint to your satisfaction, however, if you are not satisfied, you can escalate your complaint in the following ways.
Phone: 1300 350 525 or +61 2 8908 6196 if outside Australia
Email: customerresolutions@cards.koganmoney.com.au
Mail: Customer Resolutions, Reply Paid 2870, Melbourne VIC 8060
If you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may seek further assistance from the Australian Financial Complaints Authority (AFCA).
Australian Financial Complains Authority (AFCA)
AFCA offers an independent dispute resolution process to individual customers who have been through the banks complaints process.
Online: www.afca.org.au
Phone: 1800 931 678 (free call) or Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001
We also have a Customer Advocate whose role is to advise and guide our front line teams on matters which are sensitive in nature, form where guidance is needed to resolve complex issues fairly and quickly.
Financial hardship assistance
Whether you need short or long-term financial assistance or something more specific, our range of compassionate teams are ready to speak with you and provide tailored support.
Learn more about financial assistance
Financial hardship and Credit Reporting
Your credit history reflects how you manage debt and affects future borrowing.
Visit the credit reporting page to learn what a credit report is, how it works and what it means for you, especially when you’re seeking financial assistance.
Extra care support services
If you’re experiencing vulnerability, including domestic and family violence, elder or financial abuse, please visit our Extra Care hub to discover the ways we can support you.
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
- 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.
- We’ll investigate and attempt to recover your money, where possible.
- 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