Introducing ANZ Frequent Flyer Black (PDF 1.67MB)

INTRODUCING
ANZ FREQUENT FLYER BL ACK
EARN QANTAS REWARDS FASTER
INCLUDES REWARDS PROGRAM
TERMS AND CONDITIONS
Welcome
With ANZ Frequent Flyer Black,
earn Qantas rewards faster and
enjoy premium travel benefits.
Earn more Qantas Points
•Take off sooner with ANZ’s highest
Qantas Points1 earn rates with no
limit on the number of Qantas Points
you can earn.
•Maximise your points earning power
with both American Express and Visa
together in the one account.
Travel Privileges
• Relax pre flight with two
complimentary Qantas Club Lounge
invitations each year, just call to order
before you fly with Qantas or Jetstar2.
• To enjoy unlimited Qantas Lounge
access, as well as priority check-in
and additional luggage allowances,
take advantage of our Qantas Club
Membership offer – you could
save up to $455 in your first year
of membership3.
• Regardless of airline or fare, you and
your cardholders can also enjoy
unlimited access to participating
airport lounges outside Australia
through Veloce4, including lounges
in London, Singapore, Dubai, Bali,
Bangkok and Auckland.
• Peace of mind when you travel with
Comprehensive Overseas travel
and medical insurance.5
Getting started
Simply follow the easy steps below
and you could be using your new
ANZ Frequent Flyer Black today.
Quick activation
1. Sign the back of your cards when you
receive them.
2. Refer to your Welcome Letter to see if
you need to complete ANZ’s Customer
Identification Process at any ANZ branch.
3. Call 1800 652 033 to activate your cards
and then you can start enjoying the
benefits straight away.
Your PINs
If this is a new account, your new Personal
Identification Number (PIN) should arrive
within 5 business days. The PINs for your
ANZ Frequent Flyer Visa Black card and
an ANZ Frequent Flyer Black American
Express® card will arrive separately.
If this account is a transfer from another
ANZ card, you will retain your existing PINs
for both your Visa and American Express
cards. If you didn’t previously have an
American Express card, you will receive a
card as a part of your account transfer. The
PIN for this new American Express card will
arrive within 5 business days.
If you wish to select new PINs, visit any
ANZ ATM in Australia with your new
card(s) and PIN mailer(s). Simply go to
the PIN change screen where you will be
prompted to enter the card’s current PIN
and then select your new PIN.
Your easy banking options
Call us on 13 22 73 to add your new ANZ
Frequent Flyer Black to ANZ Go Money®, ANZ
Internet Banking or ANZ Phone Banking and
we’ll arrange it for you over the phone.
Convenience of Online Statements
You can view your statements online.
To turn off paper statements, go to ‘Profile’
> ‘Change my statement preferences’.
Learn more at anz.com/paperless
Payment made easy with
contactless technology
ANZ Visa payWave and American Express
Contactless payment technology allows
you to swiftly and securely make everyday
purchases under $100 without swiping
or entering your PIN. Simply hold your
ANZ Frequent Flyer Black Visa or American
Express credit card to the reader, wait for
the ‘beep’ and you’re done. For purchases
greater than $100, you will simply by
prompted to enter your PIN.
Mobile payments
Paying for everyday purchases has never
been easier. Use your compatible iPhone® or
Android™ phone to tap and pay with your
ANZ Frequent Flyer Black Visa or American
Express credit card when you’re out and
about. It’s another way to pay.1
Find out more at anz.com/mobilepayments
Mobile payments available on compatible devices
and eligible ANZ cards. Terms and conditions apply.
Find out more at anz.com/mobilepayments.
1
Apple, the Apple logo, iPhone and iPad are
trademarks of Apple Inc., registered in the U.S. and
other countries.
Android is a trademark of Google Inc.
Earn rewards faster
ANZ Frequent Flyer Black offers you our
highest Qantas Points1 earn rates with
no limit on the number of Qantas Points
you can earn.
1.5 POINTS
PER $1
0.75 POINTS
PER $1
Earn 1.5 Qantas Points
for every $1 spent on
purchases1 using your
ANZ Frequent Flyer Black
American Express® card.
Earn 0.75 Qantas Points for
every $1 spent on purchases1
using your ANZ Frequent
Flyer Visa Black card.
Earn more Qantas Points1 with
family members
Grow your Qantas Points balance by adding
family members to your account.
All Qantas Points earned by additional
cardholders are credited directly to your
account. To add an additional cardholder
complete and return the Additional
Cardholder Form available at anz.com.
Additional cardholders must be over
16 years of age. Fees apply, refer to the
ANZ Personal Banking Account Fees and
Charges booklet on anz.com
Fly Faster with Bonus Qantas Points1
Achieve your reward sooner when you
earn an additional 1 Bonus Point for every
$1 spent on selected products and services1a
with Qantas, when you use either of your
ANZ Frequent Flyer Black cards. No limits
apply to the number of Bonus Points you
can earn each month.
Qantas Points converted automatically
You don’t have to convert or transfer points
with your ANZ Frequent Flyer Black account
– they are automatically credited straight to
your linked Qantas Frequent Flyer account
each month.
To access your 24 hour Personal Concierge,
call 1300 580 765 if in Australia. If you are overseas,
call +61 2 8987 1677 any time from a landline and
reverse the charges via the international operator.
Enjoy premium travel benefits
Complimentary Qantas Club Lounge
invitations2
Why not relax before your flight, with a
more comfortable pre-flight experience
including complimentary refreshments and
business facilities? Enjoy two complimentary
Qantas Club Lounge invitations each
year. Call your Personal Concierge on
1300 580 765 to order your invitations.
Qantas Club Membership offer3
Qantas Club members enjoy priority
check-in, additional luggage allowance, and
unlimited access to Qantas Club Lounges
around the world. You could enjoy your first
year of Qantas Club membership for just
$400, (usually $855 for first year). Plus you
will also save $85 each year on Qantas Club
membership renewals and pay only $400
each year. Take advantage of this offer to
enjoy all the benefits of Qantas Club
Membership each time you fly with Qantas.
Unlimited access to participating airport
lounges outside Australia through Veloce4
Regardless of your airline or fare, when
travelling internationally, you and your
additional cardholders will enjoy the
comfort of unlimited access to participating
airport lounges.
These are in some of the world’s top travel
destinations including, London, Singapore,
Dubai, Bali, Bangkok and Auckland. Simply
show your ANZ Frequent Flyer Black card to
enter the lounge.
Travel assistance via your
Personal Concierge6
Your 24 hour Personal Concierge can help:
• book restaurants
• secure tickets for theatre, concerts and
sporting events
• provide country specific information
and selected city guides
• organise a full range of business services
while you are away from home
•with lost baggage or passports and
rebooking tickets during a travel disruption
• make bookings for hair and beauty
treatments, personal training or
sports massage
• book flights, hotels or car rental
• request your complimentary
Qantas Club Lounge invitations.
In an emergency, they can arrange:
•medical and dental assistance
•medical evacuation
• legal assistance
• messages to family members
or consulates.
Visit anz.com/frequentflyerblack to see
the full list of participating lounges.
Overseas travel and medical insurance
provided by QBE Insurance
5
Your ANZ Frequent Flyer Black account
gives qualifying cardholders Overseas travel
and medical insurance5 for trips of up to six
continuous months at a time.
When you travel, you could be protected
for the following travel contingencies:
•Overseas medical and dental expenses
• Cancellation and additional expenses
• Loss or damage of luggage and
travel documents
• Accidental death and permanent disability
• Loss of income and Personal Liability
• A range of pre-existing medical conditions
are automatically covered and cover for
other pre-existing medical conditions
may be available at an additional cost.
Simply purchase $250 worth of
your pre-booked travel using
your ANZ Frequent Flyer Black
card and meet the full eligibility
criteria below 5.
Activating cover under the Overseas
Travel and Medical Insurance
Master Policy
1. Activation of cover
To activate cover under the Overseas
Travel and Medical Insurance Master
Policy for your trip you must meet the
eligibility criteria.
2. Eligibility criteria
To meet the eligibility criteria you are:
(a) (i) a current participating card
holder; or
(ii) the spouse or child of a
participating card holder who is on
the trip with that participating card
holder; and
(b) a n Australian citizen or resident
of Australia or the holder of a visa
(including a 457) which:
(i) authorises you to live and work
in Australia; and
(ii) requires you to maintain a
minimum level of health
insurance coverage as
required by the Department of
Immigration and Citizenship; and
(iii) has more than three months
validity beyond the scheduled
return date to Australia for any
trip; and
you have spent at least 75% of your
time in Australia:
(iv)in the 12 months before you
went on your trip; or
(v)if you have been in Australia less
than 12 months before going
on your trip, since you became
a permanent resident or visa
holder; and
(c) eighty (80) years of age or under on
the day you activated cover; and
you have
(d)a ticket to return you to Australia; and
(e)used a participating card account
before you went on your trip to
purchase at least AUD$250* in total
(inclusive of taxes and other charges) of:
(i)transport costs (airfares and/or
cruise); and/or
(ii)land content costs (tours, hire
cars or other hired transport and
accommodation);
for you and for your spouse and child
who are on that trip with you.
* Award or loyalty points are not considered currency
in determining achievement of minimum spend.
Other travel insurances
Your ANZ Frequent Flyer Black account
also offers you a range of insurances
for protection when travelling within
Australia, including Rental Excess Cover5
and Transport Accident Cover5. For more
information refer to the Premium Cards –
insurances booklet – Part 1 QBE Product
Disclosure Statement and policy wordings
which is included in your welcome kit and
can be obtained at anz.com
Additional privileges
ANZ Frequent Flyer Black, together
with Visa and American Express,
have compiled an exceptional array
of entertainment and lifestyle offers
and opportunities for you to enjoy.
VisaEntertainment
A world of entertainment with
Visa Entertainment
Experience another side to your Visa
card with Visa Entertainment. Access
concert, theatre and sporting event
pre-sales, special movie offers and
member competitions exclusive to
Visa cardholders. Register now for free
at visaentertainment.com.au or like us at
facebook.com/VisaEntertainmentAustralia
Enjoy life’s luxuries with entré™
by American Express
Your ANZ Frequent Flyer Black American
Express card is your key to access premium
travel privileges and lifestyle benefits
from American Express. Login to
www.entre.com/ANZFrequentFlyerBlack
for access to:
Luxury Hotel Program – enjoy 4pm late
check outs, room upgrades on availability
and special privileges at over 1,000 luxury
hotels worldwide.
Car Rental – get the best available rate,
complimentary upgrades and priority
service where available from our leading
global car rental partners.
Global Events – VIP access to a yearly
calendar of global iconic sporting and
entertainment events including meet and
greets with sporting heroes and celebrities.
Global Dining Program – receive discounts
or complimentary courses when you dine at
any one of our participating restaurants in
some of the world’s most exciting cities.
Discover more with TripAdvisor™
Take travel planning to the next level by
connecting your ANZ Frequent Flyer Black
American Express card to TripAdvisor™.
Read trusted card holder reviews, search
lists of hotspots trending with Card
Members around the world and save
offers to your Card that will entitle you
to a credit on your account when you
spend. Connect your Card at:
Americanexpress.com.au/TripAdvisor
Connect to more with AmexConnect
Receive handpicked offers from American
Express retail and lifestyle partners delivered
to your inbox weekly and the convenience
of saving offers to your Card. To register,
simply visit amexconnect.com.au/ANZ
Additional privileges
Card protection
When you shop using ANZ Frequent
Flyer Black, you shop with greater
peace of mind. Whether you buy
online or in store, your purchases are
covered by our comprehensive range
of purchase safeguards.
90 day Purchase Security Insurance7
For most personal items you buy using
either of your ANZ Frequent Flyer Black
cards you will receive automatic cover
against loss, theft or damage for 90 days
from the date of purchase.
ANZ Fraud Money Back Guarantee8
Feel at ease knowing you won’t be liable
for fraudulent transactions made on your
ANZ Frequent Flyer Black when you shop
online, as long as you notify us promptly
and did not contribute to the loss.
Extended Warranty on purchases7
For your major personal and household
purchases, we’ll automatically extend
the manufacturer’s original Australian
warranty by up to 12 months, for no
extra cost. This automatically covers
most purchases made with either of your
ANZ Frequent Flyer Black cards.
Mobile payments available on compatible devices and
eligible ANZ cards. Terms and conditions apply. Find
out more at anz.com/mobilepayments.
1
Best Price Guarantee Scheme7
Your ANZ Frequent Flyer Black guarantees
you the best price on personal goods
purchased in Australia. If you make a
purchase on either of your ANZ Frequent
Flyer cards and then find the same product
advertised in a printed catalogue at a
cheaper price within 21 days, you can
simply claim back the difference.
24/7 ANZ Falcon™ Protection
ANZ Falcon™ is an advanced, around-theclock security system that monitors your
card for suspicious transactions, including
when you shop online, over the phone
and overseas.
ANZ Contactless transactions and
mobile payments1
ANZ Contactless transactions and mobile
payments are also protected by ANZ
Falcon™ and ANZ Fraud Money Back
Guarantee. Which gives you peace of
mind that ANZ Contactless transactions
are secure, not just a more convenient
payment method for those smaller
everyday purchases.
Remember, if you notice an unusual
transaction on your account or believe
that your card security has been
compromised in any way, contact us
straight away on 13 22 73.
ANZ’s approach to fees for
ANZ consumer credit cards
At ANZ, we want to make your banking
simpler. To ensure your everyday banking
is simple and fair, we are committed to
helping you understand and avoid fees
that may apply such as Overlimit or
Late Payment Fees.
As part of our commitment, we will give
ANZ consumer credit card customers:
•options on how you could stay within
your limit or exceed it, subject to
certain conditions
•information on how you can avoid fees.
ANZ consumer credit card customers who
are recipients of Government benefits and
hold an ANZ Access Basic account will not
incur Overlimit or Late Payment Fees.
For more information, visit anz.com or
call us on 13 22 73.
Customer Charter
ANZ’s commitment to you
ANZ is committed to providing you with
convenient banking that is simple to
understand and delivered in a responsible
manner by our people, in accordance with
the highest standards of integrity.
ANZ’s Customer Charter sets out the
specific service standards you should
expect us to meet. It reflects both the
products and services that we currently
offer and the higher standards towards
which we aspire.
Our external auditors will review our
performance against these standards every
year and we will report the results to you.
In this way, we hope to earn your faith in us
as Australia’s most respected retail bank.
If you would like to read our Customer
Charter in full, please visit anz.com or
call 13 22 73 for a copy.
Important information you need to know
Qantas Points
1.Qantas Points and Bonus Qantas Points accrue in
accordance with the ANZ Frequent Flyer Reward
terms and conditions (enclosed at the back of
this brochure). Purchases which are not eligible
to earn Points are described in the ANZ Frequent
Flyer Rewards Terms and Conditions booklet, for
example fees, cash, cash equivalent transactions,
balance transfers, premiums paid for ANZ Credit
Card Insurance and transactions for gambling and
gaming purposes will not earn Points. An Account
Holder must be a member of the Qantas Frequent
Flyer program to earn and redeem Qantas Points. A
joining fee may apply. Membership of the Qantas
Frequent Flyer program and Qantas Points are
subject to the Terms and Conditions of the Qantas
Frequent Flyer program available at qantas.com/
terms. To find out more visit the Qantas website.
The Qantas Points information displayed on this
page applies to new customers only. Existing
customers may be subject to a different Qantas
Points earn rate on both their ANZ Frequent Flyer
American Express card and/or ANZ Frequent Flyer
Visa card. Existing customers should call 13 22 73
for information regarding the Qantas Points earn
rate that applies to their account.
Bonus Points
1a.Selected Qantas products and services are
the following items purchased directly from
Qantas: Qantas passenger flights (with a QF flight
number), Qantas Frequent Flyer and Qantas Club
membership joining and annual fees. Excludes
Jetstar, Qantas Holidays, Qantas branded nonairfare products and any Qantas products and
services not purchased directly from Qantas.
Complementary Lounge Passes
2.Offer only available to ANZ Frequent Flyer Black
account holders. Account holders may request no
more than two Qantas Club Lounge invitations in
any 12 month period by calling the ANZ Personal
Concierge on 1300 580 765. Qantas Club Lounge
invitations will be sent to the account holder’s
current mailing address within 4 weeks of request,
provided the account holder is not in breach of
the ANZ Credit Card Conditions of Use and the
account remains open. It is the account holder’s
responsibility to ensure that ANZ has their current
mailing address. Neither ANZ nor Qantas accept
responsibility for any delay in delivery of invitations.
Lost or stolen invitations will not be replaced.
Damaged invitations may not be accepted. Qantas
Club Lounge invitations are provided courtesy
of ANZ and are valid for Qantas Club and Qantas
operated international Business Lounges only.
Not valid in International First Class Lounges,
Chairman’s Lounge, Qantas Domestic Business
Class lounges, Qantas Oneworld® alliance airline,
partner airline or associated lounges. Invitations
must not be sold in any way. Invitations are valid for
12 months from date of request and will expire on
the date printed on the invitations. Each Invitation
is valid for a single visit for one person only before
the expiry date when travelling on a Qantas or
Jetstar flight with a QF or JQ flight number. Access
may not be available if the applicable lounge is full
or near capacity. Access and use of Qantas Club
lounges is subject to Qantas Club rules which are
available at qantas.com/qantasclub
Qantas Club Offer
3.Offers are only available to ANZ Frequent Flyer Black
cardholders who are Australian residents and who
purchase Qantas Club membership using either of
their ANZ Frequent Flyer Black cards. Offers are nontransferable and are not available in conjunction
with any other offers or discounts. No discounts are
available in respect of fees already paid. $455 saving
in the first year is based upon a joining fee waiver
and a discount to the standard one-year individual
membership rate. The joining fee waiver is for a
new one year individual Qantas Club memberships
purchased using an ANZ Frequent Flyer Black card
by contacting the Qantas Frequent Flyer Service
Centre on 13 11 31. Quoted joining fee savings are
based on the joining fee for an individual Qantas
Club membership application by an Australian
resident. Different rates may be available for those
with access to the Qantas Club Corporate scheme.
The membership fee offer is for a one year individual
Qantas Club membership which is purchased or
renewed using an ANZ Frequent Flyer Black card
by contacting the Qantas Service Centre. Quoted
membership fee savings are based on the difference
between the published corporate membership
rate and the fee applicable to an individual Qantas
Club membership held by an Australian resident.
Only one joining fee waiver, and one membership
fee discount per year, are available per cardholder.
Qantas Club membership is subject to approval
by Qantas and to the terms and conditions of
The Qantas Club, available at qantas.com/qantasclub
Unlimited access to participating airport
lounges outside Australia
4.Complimentary access to participating airport
lounges is available to eligible ANZ Frequent Flyer
Black cardholders. Participating airport lounges are
subject to change. To gain complimentary access,
eligible cardholders must present their credit
card and a current flight boarding pass in the
same name at the participating lounge. For terms
& conditions refer to the Complimentary Airport
Lounge Access Program Terms & Conditions
(enclosed at the back of this brochure). For the
most recent list of participating lounges visit
anz.com/frequentflyerblack
Overseas travel and medical insurance, Transport
accident cover, and Rental excess cover
5.The Overseas travel and medical insurance master
policy, the Transport accident cover master policy
and Rental excess cover master policy (the Master
Policies) are issued by QBE Insurance Australia
Limited ABN 78 003 191 035 AFSL 239545 to ANZ.
Cover under the Master Policies is provided to
eligible participating cardholders by operation
of section 48 of the Insurance Contracts Act 1984
(Cth), The eligibility criteria which you must meet
for each of the Master Policies is set out in the
Premium Cards – Insurances – Part 1 QBE Product
Disclosure Statement and policy wordings. When
overseas, we recommend that you carry proof of
that you have met the eligibility criteria. Any advice
has been prepared without taking into account your
objectives, financial situation or needs. You must
decide whether or not it is appropriate, in light of
your own circumstances, to act on this advice.
You should ensure you obtain and consider the
PDS before you make any decision to acquire it.
Personal Concierge
6.Terms and conditions apply to this service.
Exclusions apply. Please refer to the ANZ
Emergency Travel Service & Personal Concierge
Terms and Conditions for further information.
For a copy of these Terms and Conditions, visit
anz.com or call 13 22 73.
Extended Warranty, 90-day Purchase Security
Insurance and Best Price Guarantee Scheme
7. E xtended Warranty Insurance, 90-day Purchase
Security Insurance, Best Price Guarantee Scheme
and Interstate Flight Inconvenience are part of a
group policy issued by QBE Insurance (Australia)
Limited ABN 78 003 191 035 to ANZ. Access to
the benefit of cover is provided to eligible ANZ
cardholders by operation of s48 of the Insurance
Contracts Act 1984 (Cth). Terms, conditions and
exclusions apply. For more information refer to
the Premium Cards - insurances booklet – Part 2
which can be obtained at anz.com or by calling
13 13 14.
ANZ Fraud Money Back Guarantee
8. You won’t be liable for fraudulent transactions on
your ANZ credit card account, provided you didn’t
contribute to the loss.
ANZ Falcon is a trademark of Australia and New Zealand
Banking Group Limited (ANZ) ABN 11 005 357 522.
Falcon™ is a trademark of Fair Isaac Corporation.
American Express is a registered trademark of
American Express. This card is issued by Australia and
New Zealand Banking Group Limited pursuant to a
license from American Express.
Complimentary Airport Lounge
Access Program Terms and Conditions
1.The Complimentary Airport Lounge Program
(Program) is provided to Australia and New Zealand
Banking Group Limited (ANZ) by Veloce Lounges.
2.ANZ provides ANZ Frequent Flyer Black cardholders
(including additional cardholders) with access to
the Program on the terms set out below. These
terms and conditions will apply to any cardholder’s
participation in the Program.
3.To participate in the Program, you must hold a
valid ANZ Frequent Flyer Black credit card which
has not expired, been closed or been notified to
ANZ as having been lost or stolen (Eligible Card).
4.If you hold an Eligible Card, you are entitled to
receive unlimited complimentary access to all
airport lounges listed on anz.com/frequentflyerblack
(Participating Lounge).
5.If you are an Eligible Card holder, to gain
complimentary access to a Participating Lounge
you must present:
a. your Eligible Card; and
b.a current and valid flight boarding pass in the
same name as the Eligible Card, at the entrance
to the Participating Lounge.
6.Participating Lounge operators reserve the right
to refuse complimentary entry to the Participating
Lounge if the credit card presented has expired, is
not in the same name as the flight boarding pass
provided or if the Participating Lounge operator
has any other reasonable grounds to believe that
you are not the Eligible Card holder.
Complimentary Airport Lounge Access Program Terms and Conditions
(continued)
7.Each Participating Lounge is owned and operated
by a third party and sets its own rules and policies.
The Eligible Card holder and any accompanying
guests must obey the Participating Lounge’s
rules and policies. Participating Lounge operators
reserve the right to deny entry to a Participating
Lounge or remove any person from a Participating
Lounge if they fail to obey any applicable rules and
policies, or are unruly, uncooperative or cause a
disturbance to other guests.
8. G
uests of the Eligible Cardholder may be admitted
to a Participating Lounge at the operator’s
discretion, however may be charged a fee for entry.
9.Participating Lounges may be added or removed
at any time. You should always check anz.com
for a current list.
10.We may change or amend these terms and
conditions at any time. You will be notified in
writing or by an update to anz.com of changes
to terms and conditions at least 30 days before
that change takes effect.
11.Except as provided in any law which cannot
lawfully be excluded or modified by agreement,
ANZ makes no warranties or representations either
express or implied and expressly disclaims any and
all liabilities (including for consequential damages)
with respect to type, quality, standard or fitness or
suitability for any purpose of the services offered
by any Participating Lounge, and is not liable for
any inability to access a Participating Lounge or any
of the services typically offered by a Participating
Lounge, or removal from a Participating Lounge,
caused by circumstances beyond ANZ’s control
including strikes, industrial disputes, acts of God
or the rules, policies or operational decisions of
Participating Lounge operators.
12.If any Eligible Card holder breaches the ANZ
Credit Cards Conditions of Use or these terms and
conditions, ANZ may suspend or exclude that Eligible
Card holder from participating in the Program.
ANZ Frequent Flyer Reward
Terms and Conditions
Definitions and Interpretations
1.In these terms and conditions the following words
have the meanings set out below, unless the
context requires otherwise.
‘Account Holder’ means the person in whose name
a Card account is kept and who is responsible for all
transactions on the Card account.
‘Additional Cardholder’ means a person to whom a
Card is issued, at the request of the Account Holder
and who is authorised to transact on the Card account.
‘ANZ’ means Australia and New Zealand Banking
Group Limited (ABN 11 005 357 522).
‘Balance Transfer’ means where funds are credited to
another credit, charge or store card account held by
you or a third party which is not an ANZ account.
‘Black Card’ means a Card that is an ‘ANZ Frequent
Flyer Black American Express’, ‘ANZ Frequent Flyer Visa
Black’ or such other Card as may be notified to Account
Holders as being a Black Card for the purposes of these
terms and conditions.
‘Bonus Partner’ means Qantas and, in respect of
Participating Cards only, any other person who enters
an agreement with ANZ in relation to the provision of
Bonus Points to Account Holders and may include ANZ.
‘Bonus Points’ means the extra Points that are earned
in respect of the acquisition of qualifying goods and
services from Bonus Partners in addition to the standard
Points earned for spend on ANZ Frequent Flyer.
‘BPAY’ means BPAY Pty Ltd (ABN 69 079 137 518).
‘Cap’ means the dollar value of all purchases made
on a Card account using an American Express Card or
a Visa Card (including purchases made by Additional
Cardholders using a Card of the same type) which will
be eligible to earn Points in a statement period,
as advised by ANZ from time to time.
‘Card’ means an ANZ credit card which is a:
(a) Classic Card;
(b) Gold Card;
(c) Platinum Card;
(d) Black Card; or
(e) other card notified to the relevant Account
Holders as being a card to which these terms
and conditions relate.
‘Cardholder’ means, in relation to a Card account,
the Account Holder and each Additional Cardholder.
‘Cash Equivalent Transaction’ means transfers of
funds to or from other financial institutions, foreign
exchange transactions, travellers cheque purchases,
gambling transactions, utility bills paid in person at a
bank or Australia Post or any bills paid using the Card
in conjunction with the BPAY scheme (if the billing
merchant does not accept credit card payment using
the BPAY scheme) and any other transaction that is
treated as a cash advance.
‘Classic Card’ means a Card that is an ‘ANZ Frequent
Flyer American Express’, ‘ANZ Frequent Flyer Visa’ or
such other Card as may be notified to Account Holders
as being a Classic Card for the purposes of these terms
and conditions.
‘Current Spend’ means:
(a)
in respect of all American Express cards on a
Card account, the collective dollar value of all purchases made within the current statement period on that Card account using American Express Cards (including purchases made by Additional Cardholders using their American Express Card);
and
(b)
in respect of all Visa cards on a Card account, the collective dollar value of all purchases made within the current statement period on that Card account using Visa cards (including purchases made by Additional Cardholders using their
Visa card).
‘Participating Cardholder’ means, in relation to a
Participating Card account, the Participating Account
Holder, and each additional cardholder who is
authorised to transact on the Participating Card account.
‘Platinum Card’ means a Card that is an ‘ANZ
Frequent Flyer Platinum American Express’, ‘ANZ
Frequent Flyer Visa Platinum’ or such other Card as may
be notified to Account Holders as being a Platinum
Card for the purposes of these terms and conditions.
‘Point’ means a Qantas Point added to or subtracted
from a Points Record in accordance with these terms
and conditions.
‘Points Record’ means a record established by ANZ
in the name of an Account Holder for the purpose of
calculating the Account Holder’s Points entitlements.
‘Points Summary’ means a report issued to an
Account Holder, either as part of their regular credit
card statement or separately, detailing the Points
Record for a given period, in accordance with these
terms and conditions.
‘Qantas’ means Qantas Airways Limited
(ABN 16 009 661 901) or any of its agents or
contractors from time to time.
‘Qantas Frequent Flyer program’ means the frequent
flyer program operated by or on behalf of Qantas.
‘Qantas Frequent Flyer membership number’ means
the Qantas Frequent Flyer program membership
number which is in the name of the Account Holder.
‘Qantas Point’ means a point earned in the Qantas
Frequent Flyer program.
‘Gold Card’ means a Card that is an ‘ANZ Frequent
Flyer Gold American Express’, ‘ANZ Frequent Flyer Visa
Gold’ or such other Card as may be notified to Account
Holders as being a Gold Card for the purposes of these
terms and conditions.
‘Refund’ means a refund or reimbursement for
purchases previously charged to a Card account,
including but not limited to adjustments to the Card
account balance arising from returned goods.
‘Participating Account Holder’ means the person
in whose name a Participating Card account is kept
and who is responsible for all transactions on the
Participating Card account.
Other expressions used in these terms and conditions
which are not defined here have the same meaning as
in the ANZ Credit Cards Conditions of Use which are
provided to the Account Holder on opening a Card
account. Copies of the ANZ Credit Cards Conditions of
Use are available from ANZ branches, at www.anz.com
or by telephoning ANZ on 13 22 73.
‘Participating Card’ means an ANZ credit card
which is a:
(a) Classic Card;
(b) Gold Card;
(c) Platinum Card; or
(d) other card notified to the relevant Account
Holders as being a ‘participating card’ for the
purposes these terms and conditions, but does
not include a Black Card.
‘You’ and ‘Your’ means the Account Holder.
Reward Terms and Conditions
General
2.Subject to clause 3, ANZ may amend or terminate
these terms and conditions and any terms and
conditions on www.anz.com at any time by giving
You at least 30 days notice:
(i) in writing; or
(ii) by an advertisement in a newspaper(s)
circulating in your State or Territory.
ANZ Frequent Flyer Reward Terms and Conditions
(continued)
3. ANZ reserves the right to amend the number of
Points you could earn per dollar spent or the value
of any Cap and add and remove Bonus Partners
without prior notice. Bonus Partners also reserve
the right to make any changes, at any time without
prior notice, to the goods or services in relation to
which Bonus Points are awarded and the number
of Points which You will receive as a result of a
Cardholder acquiring such goods or services.
4. You will be bound by these terms and conditions
and any terms and conditions on www.anz.com
when you accept your credit card contract.
5. If You fail to comply with these terms and
conditions or You or Your Additional Cardholder
give incorrect information to ANZ, ANZ may
cancel Points in your Points Record.
Use of Information
6. The ANZ Credit Cards Conditions of Use and
ANZ’s Privacy Policy contain information about
the information that ANZ collects about You
(personal information) during the course of
Your relationship with ANZ. Qantas and ANZ
may also collect information about:
seek access to, collect and use that information
and disclose that information between themselves
for the above purposes, provided that no Bonus
Partner (except Qantas and ANZ) will have access to
the Cardholder’s name and address.
8.Each Cardholder may obtain access to stored
information relating to that Cardholder and may
obtain access to and correct that information
by calling ANZ on 13 22 73. A fee may apply for
this service.
9.An outlet may cease to be a Bonus Partner, and
additional outlets may become Bonus Partners
at any time.
10.ANZ may cancel or suspend Points in a Points
Record if the Card account is in arrears, suspension
or default, or if the Card account is, or is reasonably
suspected by ANZ to be, operated fraudulently.
11.Points in a Points Record at the time of death of
the Account Holder will be cancelled and may
not be claimed by any other person.
12.Neither Qantas nor ANZ will be responsible for
correspondence lost or delayed in the mail. Any
Points Summary or notice will be deemed to
have been given to the Account Holder if posted
to the Account Holder’s mailing address.
(a)transactions or events resulting in
Points being credited or debited in your
Points Record;
(b) the number of Points being credited
or debited;
(c) the number of Points accumulated by
You; and
14.Points are governed by and subject to the terms
and conditions of the Qantas Frequent Flyer
program.
(d) any information relating to the Card, Card
account, transactions on the Card account
or related terms and conditions that You
disclose to Qantas or ANZ.
16.Use of the Card and Card account is governed by
the ANZ Credit Cards Conditions of Use.
Qantas and ANZ collect this information for the
following purposes:
(a) to administer the Card, Card account and
these terms and conditions;
(b) to provide, perform or arrange for the
provision or performance of services relating
to the Card, Card account and these terms
and conditions; and
(c) to plan, research and for the promotion
and marketing (whether targeted, direct or
indirect) of goods, services and products of
Qantas and ANZ and any other Bonus Partner.
7.By using the Card, each Cardholder specifically
authorises Qantas, ANZ and Bonus Partners, and
any of their respective agents and contractors to
13.Neither Cards nor Points may be sold or
transferred in any way.
15.If ANZ closes Your Card account, ANZ will notify
the Account Holder of such closure.
17.Subject to clause 10, if ANZ or the Account Holder
closes the Card account, Points will continue to
be awarded under these terms and conditions in
relation to transactions occurring prior to the date
of closure, provided that ANZ receives notice of
the transaction and the Account Holder’s Qantas
Frequent Flyer membership number within 60
days after the date of closure. No Points will
be awarded in relation to transactions notified
to ANZ after that date. If ANZ does not receive
the Account Holder’s Qantas Frequent Flyer
membership number within 60 days after the
date of closure, the Points in the Points Record
in respect of the Card as at that date will be
cancelled and may not be credited to a Qantas
Frequent Flyer account.
18.If these terms and conditions are terminated, Points
will continue to be awarded in accordance with
these terms and conditions in relation to transactions
occurring prior to the date of termination, provided
that ANZ receives notice of the transaction and the
Account Holder’s Qantas Frequent Flyer membership
number within 90 days after the date of closure. No
Points will be awarded in relation to transactions
notified to ANZ after that date.
time where the Cap decreases. Call 13 22 73 for your
current Cap.
22.There is no limit on the number of Bonus Points
You may earn in any statement period, and Caps
do not apply to Bonus Points.
23.Exceptions.
(a) Points will not accrue in relation to interest
charges, premiums paid for ANZ Credit Card
Insurance, government charges, bank fees,
payments made to the Australian Taxation
Office or other taxation payments or duties, card
account adjustments resulting from disputed
transactions or otherwise, balance transfers, cash
advances (as defined in the ANZ Credit Cards
Conditions of Use) or transactions which are
identified to ANZ by the relevant merchant or
any intermediary financial institution as falling
into one of these categories.
(b) Please ensure, by calling 13 22 73, ANZ has
your Qantas Frequent Flyer membership
number so that Points can be credited to Your
Qantas Frequent Flyer account. If ANZ has not
been notified of Your Qantas Frequent Flyer
membership number within 12 months after
the date of opening Your Card account, You
will be entitled to claim Points only in relation
to transactions made during the 12 months
immediately preceding the date You notify
ANZ of Your Qantas Frequent Flyer membership
number. Points will not accrue in relation to
any earlier transactions. Please note that under
clause 10, if ANZ or the Account Holder closes
the Card account and ANZ does not receive
the Account Holder’s Qantas Frequent Flyer
membership number within 60 days after the
date of closure, the Points in the Points Record
in respect of the Card as at that date will be
cancelled and may not be credited to a Qantas
Frequent Flyer program account.
(c) Points will not accrue if Your Card account
is suspended or if You or any Additional
Cardholder breach these terms and conditions
or the ANZ Credit Cards Conditions of Use.
(d)For the avoidance of doubt, Black Card
Account Holders will not earn Bonus Points
from any Bonus Partner other than Qantas.
Black Card Account Holders will only accrue
Bonus Points in accordance with clauses
33 and 34 of these terms and conditions.
Earning Points
19. (a)You must be a member of the Qantas
Frequent Flyer program to earn and redeem
Points. A joining fee may apply. Membership
of the Qantas Frequent Flyer program is
subject to the terms and conditions of the
Qantas Frequent Flyer program. Please refer to
qantas.com/terms or call the Qantas Frequent
Flyer Service Centre on 13 11 31 for a copy.
(b) Points earned by using Your Card or Card
account are credited to Your Qantas Frequent
Flyer account after each statement period.
Only whole Points are credited. Portions
of Points are carried over until they can be
credited as whole Points.
(c) The number of Points earned in a given
period appears on an Account Holder’s Points
Summary for that period, and may include
Points that have not been credited to a Qantas
Frequent Flyer account.
(d) Qantas Points that are available to be redeemed
appear in an Account Holder’s Qantas Frequent
Flyer account and can be obtained by referring
to qantas.com/frequentflyer or by calling the
Qantas Frequent Flyer Service Centre on 13 11 31.
20. The number of Points you could earn per dollar spent
may vary according to the type of Card you have
(including whether the Card is your ANZ Frequent
Flyer American Express Card or your Visa Card). ANZ
will advise you in writing of the number of Points you
could earn per dollar spent at the time of opening
Your Card account and at any time where the number
of Points you could earn per dollar spent decreases.
Caps do not apply to Black Cards. Call 13 22 73 for the
number of Points you currently earn per dollar spent.
21. You will only earn Points in a Card account statement
period for every dollar Cardholders spend up to any
applicable Cap. The Cap will reset at the start of each
statement period. Separate Caps apply to American
Express Cards and Visa Cards on Your account, and
dollars spent by all Cardholders on those cards are
collectively applied against the relevant Cap. ANZ
will advise you in writing of the Cap applicable to
your American Express Card(s) and Visa card(s) at
the time of opening Your Card account and at any
24.You will earn Bonus Points as a result of You or Your
Additional Cardholder using a Card or Your Card
account to purchase qualifying goods or services
from a Bonus Partner in Australia or in other
locations where specified on www.anz.com.
ANZ Frequent Flyer Reward Terms and Conditions
(continued)
ANZ will, by agreement with Bonus Partners,
determine which goods or services are qualifying
goods or services. These will be specified on www.
anz.com or other communication from ANZ.
25. Bonus Partners other than ANZ are not responsible
for the management, operation or administration
of the ANZ Frequent Flyer reward program.
26. Points are awarded to Account Holders and not
to Additional Cardholders.
27. Points may also be earned in relation to
promotions and incentives offered by Qantas,
ANZ or other Bonus Partners from time to time.
28. Despite any clause to the contrary, ANZ and
Qantas reserve the right to establish additional
means of earning and accruing Points, including
but not limited to varying the amount of Points
earned per dollar spent for selected Account
Holders from time to time.
29. When the Cardholder obtains a Refund, an
adjustment may be made to the Points Record
and/or the Current Spend for that Card account,
in accordance with this clause 29:
(a)where no Cap applies to your Card account,
your Points Record will be reduced in
proportion to the Refund.
(b) where a Cap applies and it has not been
reached at the time of the Refund, your Points
Record and Current Spend will be reduced in
proportion to the Refund.
(c) where a Cap applies to your Card account
and it has been reached at the time of the
refund, you may have Points deducted for the
Refund. The amount of Points deducted for
the Refund is based on the proportion of the
Refund taking you below the Cap.
(d) in all cases, the number of Points deducted
from your Points Record will be calculated
by reference to the rate at which you were
earning Points at the time the Refund was
granted.
(e) for all Card accounts, any Bonus Points earned
on a purchase of qualifying goods or services
will be reversed if a Refund is obtained for that
purchase.
30. You will have no recourse against any Bonus
Partner in respect of Points recorded in Your
Points Record. There will be no compensation
for Points which are cancelled or deemed by
ANZ to have expired.
31. Points will accrue approximately monthly based
on the Card statement period.
32. Requests for missing Points must be notified
to ANZ within six months after the relevant
transaction has appeared on the Account Holder’s
credit card statement of account. Your request will
be investigated and ANZ will be the final arbiter in
the event of any dispute. ANZ may adjust Points
Records at any time for any reason with or without
notice even though changes may affect Points
already accumulated.
Qantas Bonus Points
33. You will earn Bonus Points when you use your Card
to purchase selected goods and services directly
from Qantas which include: Qantas Passenger flights
(with a QF flight number), Qantas Frequent Flyer and
Qantas Club membership joining and annual fees.
Bonus Points are not earned on expenditure relating
to Qantas Freight, Qantas Holidays Limited, Qantas
Business Travel PTY Limited, Qantas Staff Travel,
Jetset Travelworld, the Jetstar Group of Companies
or goods and services supplied by Qantas Frequent
Flyer program partners unless otherwise notified.
34. Subject to clause 33, You will earn the number
of Bonus Points per dollar spent as published on
www.anz.com for every dollar charged to the
Card when You or Your Additional Cardholder
purchase from Qantas in Australia: Qantas flights,
Qantas Club membership.
ANZ Bonus Points
35. ANZ Insurance
(a) For a Participating Account Holder to obtain
Bonus Points for ANZ insurance products
a Participating Cardholder must pay the
initial and subsequent premiums using a
Participating Card.
(b) Eligible insurances arranged through ANZ
will attract Bonus Points on each premium
payment (whether annually or monthly).
Bonus Points will be earned at the rate shown
on www.anz.com from time to time.
(c) No Bonus Points are earned in the case of
insurance products arranged by ANZ through
a licensed broker’s representative.
American Express is a registered trademark of
American Express. This card is issued by Australia and
New Zealand Banking Group Limited pursuant to a
license from American Express.
We welcome your feedback
We’d like to hear your thoughts and
feedback on ANZ. Please send a letter to
the Customer Response Centre via:
Locked Bag 4050
South Melbourne
VIC 3205
[email protected]
1800 269 030
Making a suggestion
Your feedback helps us create a better
bank for our customers, staff, shareholders
and the community. If you have a
suggestion about how we can improve
our services, please let us know.
Paying a compliment
Should you have received exceptional
service from one of our staff or found
something you particularly liked, please
tell us about it.
Making a complaint
If we make a mistake, or our service
doesn’t meet your expectations, we
want to know. For the fastest possible
resolution of your complaint call us on
1800 805 154, or talk to staff at your local
ANZ branch or business centre.
Most often we’ll be able to solve the
problem on the spot. If it can’t be resolved
promptly, our specialist complaints team –
Customer Response Centre – will take
responsibility and work with you to fix the
matter quickly. Our aim is to resolve your
complaint within 48 hours and within a
maximum of five business days.
If this is not possible, we will keep you
informed of our progress and how long we
expect it will take to resolve your complaint.
Whether you’re making a suggestion,
paying a compliment or making a
complaint, your feedback is the key to
improving our products and services.
ANZ Customer Advocate
If your complaint isn’t resolved to your
satisfaction, you can ask to have it
reviewed by ANZ’s Customer Advocate
who will provide a free, independent
review of more difficult complaints to
help achieve a prompt solution.
Contact details
ANZ Customer Advocate
833 Collins Street Docklands VIC 3008
+61 3 8654 1000
[email protected]
Financial services dispute
resolution schemes
If you are not satisfied with the steps taken
by ANZ to resolve your complaint, or with the
result of our investigation, you may wish to
contact an alternative financial services dispute
resolution scheme.
General banking products –
credit cards, home loans,
deposit products
Financial Ombudsman Service
GPO Box 3 Melbourne VIC 3001
1300 780 808
+61 3 9613 6399
www.fos.org.au
ASIC information on complaints
The Australian Securities and Investments
Commission’s (ASIC) website www.asic.gov.au
contains information on making complaints
about companies and people and describes
the types of complaints handled by ASIC.
To obtain further information contact the
ASIC Info Line:
1300 300 630
[email protected]
Your ANZ Frequent Flyer
Black Contacts
Customer Service Centre
13 22 73
Call our Customer Service Centre for any
enquiries regarding your ANZ Frequent
Flyer Black.
Qantas Frequent Flyer
13 11 31
Call or visit www.qantas.com.au or call
13 11 31 to check your points balance or
redeem your Qantas Points.
Personal Concierge
1300 580 765
Call your 24-hour Personal Concierge for
general travel assistance, travel-related
emergency assistance. From overseas call
+61 2 8987 1677 (reverse charges).
Lost and Stolen Cards
1800 033 844
Call the ANZ Lost and Stolen Cards
Assistance Centre if your credit card has
been lost or stolen, or if you think your
card may have been used fraudulently.
If your card is lost and stolen we can
arrange an emergency cash advance
of up to US $5,000. From overseas call
+61 3 9683 7043 (reverse charges).
International Calls
+61 3 9683 9999
If you are overseas, call the international
operator and ask to be connected to this
number with reversed charges*.
Emergency Credit
1800 076 113
If you find you need a credit card limit
increase in an emergency, call us to apply
for an increase over the phone. You have up
to 90 days to repay the additional funds.
* Calls can be made via an international operator to
reverse charges. Calls must be made from a land line
to reverse charges.
Australia and New Zealand Banking Group Limited ABN 11 005 357 522. Australian Credit Licence Number 234527.
Item No. 89694 06.2016 W535526
anz.com