Get Help

You need to contact the retailer. Any issues with a product, its delivery or a refund are subject to the retailers terms and conditions and are separate to our finance agreement with you.

Long Term Finance means Finance options including a Flexi Payment Purchase and a Fixed Instalment that we may offer from time to time. Long Term Finance is available at participating retailers throughout NZ.

Retailer is any accredited party that accepts payment using your card or Account.

You need to contact the retailer directly. If the retailer has gone into liquidation you will need to contact the liquidator directly. You can find out who the appointed liquidator is by checking the Companies Office Register and searching the
company name at https://companies-register.companiesoffice.govt.nz/

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services including what supporting information/documentation you may need to provide the liquidator.

Please contact our customer service team if you require confirmation of your Long Term Finance purchase or a copy of your statement and we will be able to help you with this.

No, you will need to file the claim with the liquidator yourself however, we are happy to provide you confirmation of your Long Term Finance purchase or a copy of your statement if you cannot locate a copy.

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services.

Yes, our finance agreement with you is separate to your purchase agreement with the retailer who you purchased goods/made an order through. Unfortunately, that means you still required to make repayments to us and will need to follow up the retailer separately.

Yes. Register under the ‘My Statements’ tab in My Account.

You will be sent an email each month with a link to your statement. You can also simply login to My Account to view your statement.

Yes, we changed to ANZ in September 2018. The majority of people will not be affected by this and are not required to act. Those who are affected will be communicated with accordingly.

You can find our up-to-date bank account information here

Any payment you make to your account needs to first meet the minimum payment due, it is then allocated according to the payment allocation sequence (ref. Sec9 in T&C’s), unless directed.

Only payments in excess of the minimum amount can be allocated to a specific plan. To allocate these surplus funds to a specific plan you need to ensure the contract number of that plan is used as the reference number on your payment (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Payment reference numbers must be 12 digits long – enter as many zeros as you need to before the contract number to ensure the format is correct.

Example:
Contract number: 87654321 (8 digits)
Reference number: 000087654321 (12 digits)

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

If you are using your internet banking to pay, we recommend using the list of payees registered with your bank. Save us on your payee list to make future payments easier.

We are registered as: Q CARD (CONSUMER FINANCE LIMITED).
If you can’t find the registered payee, don’t worry – we have you covered:
Bank: ANZ
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Please refer here for full promotion details.

Our promotions are regularly updated.

To get the latest deals straight to your inbox click here to sign up for Q Deals.

To apply for a credit limit increase please log in to Web Self Service or phone our Customer Service Centre on 0800 117 000.

Q Card does not currently offer a cash withdrawal service.

A $25 Q Card Account Fee is charged every six months in advance on all Q Card accounts to cover the costs of administering a customer’s account over the terms of the credit contract.

Fee correct as at 4 June 2015.

To get in contact with us, please go to our contact us page, select the appropriate category for your query, and submit your query with us.

Alternatively call us on 0800 117 000 during our operating hours which can be viewed here.

We recommend taking your Q Card with you everywhere, however if you forget your Card you’ll need to provide some identification to the sales person, and we’ll need to speak to you over the phone.

To shop without your card you’ll need to present any ONE of the following:
* NZ Passport
* Australian Passport
* Current NZ Photo Drivers Licence (Version 5B must be supplied) New NZ Licences
* Foreign Passport with NZ permanent residency stamp
* Firearms Licence
* Farmers Finance Card
* New Zealand Police Force Photographic ID

If you do not have any of the above you’ll need to present any TWO of the following:
* MasterCard
* Visa Card
* American Express Card
* Diners Card
* The Warehouse Card
* Powerstore Card
* GE Credit Line Card
* Smiths City Card
* 18+ Card (Issued by NZ Post Only)
* NZ Defence/Armed Forces Card

Our terms and conditions can be viewed here.

We aim to respond to all written queries within 48 hours. For all urgent requests please phone our Customer Service centre on 0800 117 000 for an immediate response.

To phone our Customer Service centre from outside of New Zealand dial 0064 9 525 8555.

If you would like to discuss a solution to your current financial situation please phone our Collections team on 0800 499 299.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If you are unable to make your payment please phone our Collections team on 0800 499 599, Monday-Friday 8.30am to 5.00pm to discuss your situation.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

Our terms and conditions can be viewed here.

If the purchase you want to make exceeds your available credit you will not be able to make a purchase on your card.

You will not be able to use your card to make purchases if your account has expired or been closed, if your payment is overdue or if your card has been cancelled.

For details on why you are unable to shop and to discuss possible solutions please phone our Customer Service centre on 0800 117 000.

If your Card has been lost, stolen or damaged and can no longer be used a new card can be issued to you.

Please phone our Customer Service centre on 0800 117 000 to have your Card cancelled and a new Card issued.

Please refer to the How to read your Q Card statement guide.

My Account lists account information as far back as three months.

To print your account information, simply access it via the My Account window and follow your browser’s instructions for printing the content of the window.

If your payment was received after the date of your last statement, your payment will be listed on your next statement.

When your payment is applied to your account, you will be able to see it on the list of transactions made in the last three months.

Please log in to My Account for a list of your account transactions made in the last three months.

Your total due is calculated in the following way:

• Fixed Instalment Plans require the set monthly instalment amount as specified on the Fixed Instalment Contract.
• Flexi Plans that have come out of the payment holiday period require 3% of the balance to be paid each monthQ EFTPOS plans that have come out of the payment holiday period require 3% of the balance to be paid each month.
• The Fees & Misc plan requires 3% of the balance to be paid each month

Statements are issued for each month that there is an outstanding balance or activity on your account.

If you believe there has been activity on your account since your last statement, please phone our Customer Service centre on 0800 117 000 to have your statement reissued.

If you have opted in to receive online statements, you can view and download up to 12 months of statements free of charge via My Account.

If you are not opted in for online statements or require a copies of statements that are not available online, you can also receive reissued statements via email, fax or post. Note that a statement reissue fee of $7.50 for up to 5 statements, and $1 per statement thereafter, applies. To make a request, please contact our Customer Service team on 0800 117 000.

Statement dates are set up at the time the account is activated and cannot be altered.

If you have made a purchase since your most recent statement was issued your purchase will be listed on next month’s statement.

If your account is in credit a “-” (minus) symbol will appear before the closing balance on your statement.

A refund can be performed when there is a credit balance on your account or in special circumstances, for example, when payments are made to your account in error. To request a refund please phone our Customer Services centre on 0800 117 000 and have your bank account details ready.

Credit balances contribute to your available credit, so a credit balance will be automatically put toward your next purchase or account fee charge.

If you would like your credit balance refunded please phone our Customer Services centre on 0800 11 7000 and have your bank account details ready.

A refund can be actioned to someone else only in cases where the payment is sent back to the bank account from which it originated.

In all other cases refunds are sent to the customer, who can then forward the funds to the appropriate parties.

Please phone our Customer Service centre on 0800 117 000 to have the the spelling of your account name corrected.

Please phone our Customer Service centre on 0800 117 000 to have the date of birth on your account corrected.

Please log in to Web Self Service or phone our Customer Service centre on 0800 117 000 to update your contact information.

A Change of Name form needs to be completed and returned to the following address:

Consumer Finance Limited
Private Bag 94013
Auckland 2241

If you are unable to print the online form please phone our Customer Service centre on 0800 117 000

To provide an individual on-going authority to access your account information you will need to complete an Authority Form.

These details will be recorded and will allow us to identify the authorised person on occasions when they contact us to discuss your account.

Please note that an authorised person can discuss your account with us but are unable to make changes to your account.

Q Card currently does not offer an additional account service. Q Card accounts are in the name of the account holder only.

Only individual Fixed Instalment or Flexi plans can have ownership changed to another customer’s name. Ownership of Q EFTPOS purchases cannot be changed.

Please phone our Customer Service centre on 0800 117 000 to apply for a Change of Ownership.

For security reasons only the named Cardholder can use a Q Card

Q Card currently does not offer a joint account service. Q Card accounts are in the name of the account holder only.

We are able to provide a Pay Off Quote for an individual purchase plan, however this is not recommended.

This is because if the quoted amount were to be paid the payment would be allocated to your account in accordance with our Payment Allocation Sequence. This involves the payment being divided across all currently billing purchase plans in order to meet the minimum amount due for each.

If the payment is divided in this way the individual plan would not be settled in full.

Please phone our Customer Serice centre on 0800 117 000

Please phone our Customer Service centre on 0800 117 000

The closing balance on your statement or Web Self Service is the amount of the total amount owing on your account as at the time your statement was printed.

Similarly, Pay Off Quotes are what the amount of your total owing balance as at a specified date in the future. Any changes to your account made between your statement date and the Pay Off Quote expiry date will cause a difference in these amounts.

Payments, interest charges, fees and refunds all affect the amount of your balance. If any of these have been applied to your account since your last statement was issued the Pay Off Quote will differ from the balance.

Pay Off Quotes can be emailed or faxed to a third party recipient at your request. This is a free service.

You can check this by logging into Web Self Service, the Q Card mobile app or calling us on 0800 117 000.

To get an up to date balance please log into Web Self Service, the Q Card mobile app or call us on 0800 117 000.

You can check this by logging into Web Self Service or the Q Card mobile app. Alternatively you can call us on 0800 117 000 to request information on individual plan balances.

A Pay Off Quote can be provided by our Customer Service centre on 0800 117 000. You will be asked to provide the expected date of payment and the method by which the payment will be made.
You will be advised of the exact Pay Off amount and the date to which the quote is valid.
Pay Off Quotes are a free service and are non-obligatory.

To apply for a credit limit increase please log into Web Self Service or phone our Customer Service centre on 0800 117 000

We aim to respond to all written queries within 48 hours. For all urgent requests please phone our Customer Service centre on 0800 117 000 for an immediate response.

To phone our Customer Service centre from outside of New Zealand dial 0064 9 525 8555.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

The expiry date of your card is printed in the bottom right of your card. If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

If the purchase you want to make exceeds your available credit you will not be able to make a purchase on your card.

You will not be able to use your card to make purchases if your account has expired or been closed, if your payment is overdue or if your card has been cancelled.

For details on why you are unable to shop and to discuss possible solutions please phone our Customer Service centre on 0800 117 000.

If your Card has been lost, stolen or damaged and can no longer be used a new card can be issued to you.

Please phone our Customer Service centre on 0800 117 000 to have your Card cancelled and a new Card issued.

Please phone our Customer Service centre on 0800 117 000.

Please phone our Customer Service centre on 0800 117 000 to have the the spelling of your account name corrected.

Please phone our Customer Service centre on 0800 117 000 to have the date of birth on your account corrected.

Please log in to Web Self Service or phone our Customer Service centre on 0800 117 000 to update your contact information.

A Change of Name form needs to be completed and returned to the following address:

Consumer Finance Limited
Private Bag 94013
Auckland 2241

If you are unable to print the online form please phone our Customer Service centre on 0800 117 000

To provide an individual on-going authority to access your account information you will need to complete an Authority Form.

These details will be recorded and will allow us to identify the authorised person on occasions when they contact us to discuss your account.

Please note that an authorised person can discuss your account with us but are unable to make changes to your account.

If payments are not received by the due date your account will become overdue. Your statement will be sent at the normal date and will contain a message reminding you to make your payment as soon as possible.  Arrears fees may be charged and reduction of your credit limit may occur.

Our Collections team will attempt to contact you to discuss a solution to the situation.

Once payment is received for the full overdue amount your account will be brought back up to date. Arrears fees charged during the overdue period will be payable on the following month. If your limit has been reduced you will need to consistently make payments on time in subsequent months for it to be reinstated.

This can happen if interest, fees or other charges are made to your account while the balance is at the credit limit. There are no fees, charges or other penalties for having a balance over your credit limit – it just means you won’t be able to make any more purchases until you make payments to reduce your balance.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

The expiry date of your card is printed in the bottom right of your card. If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

Our terms and conditions can be viewed here.

We have carefully reviewed all costs and losses that we have incurred as a result of customers not making the payment to us on due date. These are analysed separately according the age of the default.

By adopting this approach no customer is charged more than what it has cost us as a result of their failure to pay on due date at any given point in the collection cycle. The basis under which we set default fees is subject to regular internal and external review.

Absolutely not. The fee is charged to compensate us for the costs and losses we have incurred as a result of customers not making their payment on due date. We do not generate additional income from credit default fees.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time.

Q Card arrears fees are charged in four stages:

• Stage 1: $15 charged at 10 days overdue.
• Stage 2: $15 charged at 32 days overdue.
• Stage 3: $15 charged at 45 days overdue.
• Stage 4: $15 charged at 64 days overdue.

If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Fees are correct as at the 5th March 2012.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time. A message is automatically printed on the statement when customers fall into arrears.

Q Card arrears fees are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Fees are correct as at 5th March 2012.

Q Card is a revolving credit facility, and as such has funds available to be drawn at any time. Providing this facility incurs costs to the business which are partially covered by this fee.

Your credit limit is the maximum amount of credit available for you to use. Purchases over your credit limit will be declined automatically at the point of sale.

If this happens it is possible to pay a deposit for the amount of the purchase that is over your limit to allow the purchase to go through.

This can happen if interest, fees or other charges are made to your account while the balance is at the credit limit. There are no fees, charges or other penalties for having a balance over your credit limit – it just means you won’t be able to make any more purchases until you make payments to reduce your balance.

My Account lists account information as far back as three months.

To print your account information, simply access it via the My Account window and follow your browser’s instructions for printing the content of the window.

If your account is in credit a “-” (minus) symbol will appear before the closing balance on your statement.

A refund can be performed when there is a credit balance on your account or in special circumstances, for example, when payments are made to your account in error. To request a refund please phone our Customer Services centre on 0800 117 000 and have your bank account details ready.

Credit balances contribute to your available credit, so a credit balance will be automatically put toward your next purchase or account fee charge.

If you would like your credit balance refunded please phone our Customer Services centre on 0800 11 7000 and have your bank account details ready.

Please phone our Customer Serice centre on 0800 117 000

The closing balance on your statement or Web Self Service is the amount of the total amount owing on your account as at the time your statement was printed.

Similarly, Pay Off Quotes are what the amount of your total owing balance as at a specified date in the future. Any changes to your account made between your statement date and the Pay Off Quote expiry date will cause a difference in these amounts.

Payments, interest charges, fees and refunds all affect the amount of your balance. If any of these have been applied to your account since your last statement was issued the Pay Off Quote will differ from the balance.

Pay Off Quotes can be emailed or faxed to a third party recipient at your request. This is a free service.

You can check this by logging into Web Self Service, the Q Card mobile app or calling us on 0800 117 000.

To get an up to date balance please log into Web Self Service, the Q Card mobile app or call us on 0800 117 000.

You can check this by logging into Web Self Service or the Q Card mobile app. Alternatively you can call us on 0800 117 000 to request information on individual plan balances.

A Pay Off Quote can be provided by our Customer Service centre on 0800 117 000. You will be asked to provide the expected date of payment and the method by which the payment will be made.
You will be advised of the exact Pay Off amount and the date to which the quote is valid.
Pay Off Quotes are a free service and are non-obligatory.

To apply for a credit limit increase please log into Web Self Service or phone our Customer Service centre on 0800 117 000

We do not permit cards to be cancelled while the account remains open unless they have been damaged, stolen or lost.

Before you consider closing your account we recommend reading about the benefits of Q Card.

If you would like to close your Q Card account please phone our Customer Service centre on 0800 117 000.

If you wish to close your Account, you must ensure that all outstanding Purchases on Delayed Delivery, automatic payment and any other periodic and/or recurring debits on your Account are cancelled. You can request your Account be cancelled at any time by contacting us on 0800-990-077 or +64 9 953 0556. You will need to obtain a final settlement figure to ensure your account is paid in full. The final settlement figure will include any unpaid interest calculated up to the last billing date. Please keep in mind your account must have a zero balance before we can close your account.

A Variation Fee of $16.50 is charged on the variation of the repayment terms of any of your financial contracts.

A variation is any alteration to the terms of a financial contract.

If you would like to discuss a variation please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.

To discuss a payment arrangement please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.

A fee of $16.50 may apply for each payment arrangement made.

A payment arrangement is an agreement between the financier and the customer regarding a payment amount and due date which replace that specified on your monthly statement. A payment arrangement may be considered if you are unable to meet your normal payment obligations.

If you would like to discuss a solution to your current financial situation please phone our Collections team on 0800 499 299.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If you are unable to make your payment please phone our Collections team on 0800 499 599, Monday-Friday 8.30am to 5.00pm to discuss your situation.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If you are unable to make your payment please phone our Collections team on 0800 499 599, Monday-Friday 8.30am to 5.00pm to discuss your situation.

An overdue letter is sent at each stage of the arrears process. If you have received an overdue letter it means that your payment has not been received on or before your due date for the total amount due.
If you have not yet made your monthly payment please do so immediately. If you are unable to make your payment please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm to discuss your situation.

If you have made a payment to your account for the month please phone our Customer Service centre on 0800 117 000 to ensure it is applied to your account.

Q Card
Consumer Finance Limited
Private Bag 94013
Auckland 2241

To contact us please log in to Web Self Service or phone our Customer Service centre on 0800 117 000.

Our normal operating hours are as follows:

• Monday – Wednesday 8.30-6pm
• Thursday – Friday 8.30 – 9pm
• Saturday – Sunday 9 – 6pm

We aim to respond to all written queries within 48 hours. For all urgent requests please phone our Customer Service centre on 0800 117 000 for an immediate response.

If you have a problem, concern, or complaint about any part of our service, please contact us so that we can try to fix the problem:

• By telephone: 0800 117 000
• By email: [email protected]
• By post: Flexi Cards QFE Group Dispute Resolution Team, Private Bag 94013, Auckland 2241

If we cannot agree on how to fix the issue, you can contact Financial Services Complaints Limited (“FSCL”), an independent dispute resolution scheme approved by the Minister for Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. You can contact FSCL:

• By telephone: 0800 347257
• By email: [email protected]
• By post: Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6145

For more information about our dispute resolution options, please see our disclosure statement.

To get in contact with us, please go to our contact us page, select the appropriate category for your query, and submit your query with us.

Alternatively call us on 0800 117 000 during our operating hours which can be viewed here.

To phone our Customer Service centre from outside of New Zealand dial 0064 9 525 8555.

To decrease your credit limit please phone our Customer Service centre on 0800 117 000.

Before you consider reducing your credit limit we recomend reading about the benefits of Q Card.

This is advised in our terms and conditions. CFL will notify you as to your Card limit and may reduce it from time to time and increase it if agreed with you.

Your new credit limit will appear on your next statement.

We may reduce credit limits at any time and may do this to ensure that they are manageable and appropriate for the customer. Factors such as missing or making late payments can cause your credit limit to be reduced.

If you establish a consistent payment history, meeting your monthly repayments for an ongoing period we may agree with you to increase the credit limit.

There are other reasons your credit limit may have been reduced, such as an adverse credit report.

To find out why your credit limit has been reduced please call our Customer Service centre on 0800 117 000.

We aim to provide an appropriate credit limit for our customers at all times based on your account history with us. Your credit limit will only be increased if agreed with you as advised in our terms and conditions.

CFL will notify you as to your Card limit and may reduce it from time to time and increase it if agreed with you.

Your new limit will appear on your next statement.

There are many reasons why you might have been declined. Please phone our Customer Service Centre on 0800 117 000 to discuss.

We are happy to consider our customers for credit limit increases from time to time. To apply for a credit limit increase please log in to Web Self Service or phone our Customer Service Centre on 0800 117 000.

To apply for a credit limit increase please log in to Web Self Service or phone our Customer Service Centre on 0800 117 000.

Your credit limit is the maximum amount of credit available for you to use. Purchases over your credit limit will be declined automatically at the point of sale.

If this happens it is possible to pay a deposit for the amount of the purchase that is over your limit to allow the purchase to go through.

This can happen if interest, fees or other charges are made to your account while the balance is at the credit limit. There are no fees, charges or other penalties for having a balance over your credit limit – it just means you won’t be able to make any more purchases until you make payments to reduce your balance.

If the purchase you want to make exceeds your available credit you will not be able to make a purchase on your card.

You will not be able to use your card to make purchases if your account has expired or been closed, if your payment is overdue or if your card has been cancelled.

For details on why you are unable to shop and to discuss possible solutions please phone our Customer Service centre on 0800 117 000.

To apply for a credit limit increase please log into Web Self Service or phone our Customer Service centre on 0800 117 000

Our standard card interest rate is 25.99%

Depending on the special offers available at the time of your purchase a lower interest rate may apply to your purchase.

The Replacement Card Fee is charged to the account when a replacement Q Card is issued.

To discuss any possible exceptions to this fee please phone our Customer Service Centre on 0800 117 000.

An Establishment Fee of $55 is charged only once upon set up of a Q Card account on a fixed instalment or Flexi plan.

The $55 Establishment Fee covers:

• Application Handling Costs
• New Contract Processing
• Credit Check
• Stationery Costs

After Q Card establishment, all subsequent fixed and flexi plans attract an Advance Fee of $35 (with the exception of QEFTPOS which does not incur any repeat fees).

We have carefully reviewed all costs and losses that we have incurred as a result of customers not making the payment to us on due date. These are analysed separately according the age of the default.

By adopting this approach no customer is charged more than what it has cost us as a result of their failure to pay on due date at any given point in the collection cycle. The basis under which we set default fees is subject to regular internal and external review.

Absolutely not. The fee is charged to compensate us for the costs and losses we have incurred as a result of customers not making their payment on due date. We do not generate additional income from credit default fees.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time.

Q Card arrears fees are charged in four stages:

• Stage 1: $15 charged at 10 days overdue.
• Stage 2: $15 charged at 32 days overdue.
• Stage 3: $15 charged at 45 days overdue.
• Stage 4: $15 charged at 64 days overdue.

If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Fees are correct as at the 5th March 2012.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time. A message is automatically printed on the statement when customers fall into arrears.

Q Card arrears fees are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Fees are correct as at 5th March 2012.

During the application process all Q Card customers receive a copy of our Terms and Conditions and an Initial Disclosure Document (IDD). The IDD lists all Credit Fees relating to the Q Card.

During the application process all Q Card customers receive a copy of our Terms and Conditions and an Initial Disclosure Document (IDD). The IDD lists all Credit Fees relating to the Q Card.

The Fees & Miscellaneous plan is the place on your Q Card account where fees are charged and small remaining balances are managed. This enables your purchase plans to contain only the balance relating to that purchase.

Customers may be charged fees such as establishment fees, arrears fees, card replacement fees, and variation fees to cover the operational cost of providing services. All credit fees are supported by detailed costing justifications.

The Fee applies to all active accounts regardless of balance. The Q Card PPSR Fee is a government enforced charge. Its purpose is to register FPFs security over the assets purchased using Q Card.

Fees form a part of the normal card balance and can be paid as a part of your normal repayments using any of the normal payment methods that you would use to pay your account.

You can download a copy of the Initial Disclosure Statement here.

Q Card is a revolving credit facility, and as such has funds available to be drawn at any time. Providing this facility incurs costs to the business which are partially covered by this fee.

A Variation Fee is charged when the repayment terms of your contracts are manually altered or “varied”. A Variation can be either a reduction in your payments or having your arrears adjusted. This is a part of the Collections process and can occur when you notify us of not being able to meet your payment obligations.

The PPSR Fee is $3.00. This is charged when the account is created and every five years thereafter.

A Payment Arrangement Fee of $16.50 is charged for all payment arrangements made on accounts which are in arrears.

A $25 Q Card Account Fee is charged every six months in advance on all Q Card accounts to cover the costs of administering a customer’s account over the terms of the credit contract.

Fee correct as at 4 June 2015.

The $10.00 Replacement Card Fee is charged to the account when a replacement Q Card is issued.

Fee correct as at 5th March 2012.

The Q Card Statement Reissue Fee is charged whenever a Q Card statement is reissued. The fee is $7.50 for up to 5 statements, then $1 per statement thereafter, payable on each request for additional statement copies.

Fee correct as at 4 June 2015.

If you have opted in to receive online statements, you can view and download up to 12 months of statements free of charge via My Account.

If you are not opted in for online statements or require a copies of statements that are not available online, you can also receive reissued statements via email, fax or post. Note that a statement reissue fee of $7.50 for up to 5 statements, and $1 per statement thereafter, applies. To make a request, please contact our Customer Service team on 0800 117 000.

To apply for hardship, send us an enquiry using our financial hardship help form and one of our team will be in contact with you to discuss your options. Or if you’d like to speak directly to one of our friendly customer service representatives, you can do so by calling 0800 117 000.

To lodge an insurance claim please complete the appropriate claim form:

• Payment Protection
• Goods Cover

and send it to:

Consumer Insurance Services Limited
Private Bag 94013
Auckland 2241

For further enquiries please phone Consumer Insurance Services Limited on 0800 855 333.

To lodge an insurance claim please complete the Card Repayment Insurance Claim Form and send it to:

Consumer Insurance Services Limited
Private Bag 94013
Auckland 2241

For further enquiries please phone Consumer Insurance Services Limited on 0800 855 333.

Card Repayment Insurance premiums are charged as a percentage of your account balance.

Premiums are charged monthly on your statement date. If you do not have an account balance you will not be charged a premium for the month. If you do have a balance on your account the amount of your insurance repayment depends on whether there are plans in a payment holiday period.

It costs just 89 cents for each $100 of your closing balance each month where a payment is due. And only 63 cents for each $100 of your closing balance each month that is within a payment holiday period. So if you owe nothing, no premium is charged.

FutureCare Insurance policies are no longer being sold or existing policies renewed. If you hold an existing FutureCare Insurance policy it will continue on its terms until expiry and will not be renewed.

If you are an existing Repayment Insurance policyholder you can relax knowing that your entire Q Card Closing Balance could be covered if you or your partner can’t work due to an accident, illness or redundancy.

Insurance policies are offered “as is” and can not be altered by the policy holder.

The cover and terms specified in your policy may be amended from time to time by Consumer Insurance Services Limited. We will communicate details of any changes to your insurance policy before they occur.

Repayment Insurance policies are no longer being sold or existing policies renewed. If you hold an existing Repayment Insurance policy it will continue on its terms until expiry, and will not be renewed.

If you are an existing Repayment Insurance policyholder you can relax knowing that your entire Q Card Closing Balance could be covered if you or your partner can’t work due to an accident, illness or redundancy.

You can cancel your policy at any time by phoning Consumer Insurance Services Limited on 0800 855 333.

For full policy details refer here.

You can cancel your policy at any time by phoning Consumer Insurance Services Limited on 0800 855 333.

• Permanent Events: (Pays the Total Closing Balance as a lump sum for)
  • Death/Terminal Illness
  • Permanent Disability
  • Bankruptcy

• Temporary Events: (Meets up to 3 times the minimum monthly payment due)
  • Disability for longer than 30 days
  • Redundancy for longer than 30 days

Futurecare insurance is for Fixed Instalment and Flexi purchases. There are two options:

• Combined Insurance: covers burglary, theft, loss, damage as well as payment protection for illness, injury, redundancy and death.
• Payment Protection: covers illness, injury, redundancy and death (A good option if you already have home and contents insurance with another provider).

Taking out insurance against individual purchases or on your card protects your goods or repayments and affords you peace of mind.

Interest is charged on all interest bearing plans. Plans on an Interest Free period are not charged any interest. Some plans may have a lower interest rate than the card rate. Interest accrues daily and is applied to your account monthly on the day that your statement is printed.

Interest is charged on all interest bearing plans. Interest accrues daily and is applied to your account monthly on the day that your statement is printed.

Interest accrues on the unpaid balance of all transactions and is calculated daily on a 365-day year at the rate applying to those plans. Interest is applied to each purchase on the statement date and forms part of your closing balance.

If you pay off the balance on each of your purchase plans within the interest free period you will not be charged interest. Note that some plans do not have an interest free period.

Our standard card interest rate is 25.99%

Depending on the special offers available at the time of your purchase a lower interest rate may apply to your purchase.

Please phone our Customer Service centre on 0800 117 000 for your stolen card to be cancelled and a new card issued.

Please phone our Customer Service centre on 0800 117 000 for your stolen card to be cancelled and a new card issued.

The Replacement Card Fee is charged to the account when a replacement Q Card is issued.

If your Card has been lost, stolen or damaged and can no longer be used a new card can be issued to you.

Please phone our Customer Service centre on 0800 117 000 to have your Card cancelled and a new Card issued.

Q Card does offer a PIN number facility.

When you are issued with your Card, and if PIN functionality is available on that Card, you will need to call our Customer Services Centre on 0800 11 7000 in order to choose a PIN.

When you choose your PIN, you must not choose unsuitable numbers such as parts of your telephone number, parts of your Card number or sequential or easily identified numbers (eg 1234 or 1111). You must also not use numbers easily connected with you such as your drivers licence number or birth date.

From time to time we may replace or issue you with a new Card loaded with your existing PIN.

The Web Self Service is not able to display the amount of payments that have been split across multiple accounts.

Please phone our Customer Service centre on 0800 117 000 to obtain dates and amounts of payments that have been split allocated.

Register for My Account here. You will need your Q Card handy.

To log on to My Account please go to the login screen here: Q Card My Account Login Screen

You will need to enter your Login ID and password and click submit.

Three consecutive unsuccessful attempts at logging will result in your access being locked. This is a security measure to prevent unauthorised access.

Please phone our Customer Service centre on 0800 117 000 to have your account unlocked and your logon details changed if required.

Use your email address as your Login ID, as it’s easy to remember. You can however choose any Login ID.

This depends on whether you have an outstanding balance on your statement. If there is a balance already showing on your statement, then all payments made within that statement period will be applied to the statemented balance until paid in full. If there is no balance showing on your statement, the payment will be applied to any unstatemented transactions or fees.

Yes, we changed to ANZ in September 2018. The majority of people will not be affected by this and are not required to act. Those who are affected will be communicated with accordingly.

You can find our up-to-date bank account information here

Reference: The last 12 digits of your Q Card number, found on the front of your card.

If you have used an incorrect reference number your payment will have been sent to our holding account. Please phone our Customer Service centre on 0800 11 7000 to enable us to apply your payment to your account.

Your monthly statement contains the Total Amount Due each month. This information can also be obtained by logging into your Web Self Service or by phoning our Customer Service centre on 0800 117 000.

Not at all. Q Card is designed so that you only need to make one payment each month for the Total Amount Due. This will be distributed across all purchases that require an amount to be paid.

Consumer Finance Limted does not accept payments by credit card.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

If payments are not received by the due date your account will become overdue. Your statement will be sent at the normal date and will contain a message reminding you to make your payment as soon as possible. Arrears fees may be charged and reduction of your credit limit may occur.

Once payment is received for the full overdue amount your account will be brought back up to date. Arrears fees charged during the overdue period will be payable on the following month. If your limit has been reduced you will need to consistently make payments on time in subsequent months for it to be reinstated.

Due dates are set up at the time the account is activated and cannot be altered.

If payments are not received by the due date your account will become overdue. Your statement will be sent at the normal date and will contain a message reminding you to make your payment as soon as possible.  Arrears fees may be charged and reduction of your credit limit may occur.

Our Collections team will attempt to contact you to discuss a solution to the situation.

Once payment is received for the full overdue amount your account will be brought back up to date. Arrears fees charged during the overdue period will be payable on the following month. If your limit has been reduced you will need to consistently make payments on time in subsequent months for it to be reinstated.

We recommend making payments before your due date to ensure they are received on time. Depending on the payment method it may take up to five business days for your payment to clear.

No penalties are charged for making payments before your due date.

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

When making payments to your Q Card the system ensures that the minimum payment for each of your purchases is met. To achieve this your payment is split across all plans that require an amount to be paid for that month. Making all your payments to a single purchase could cause your other purchases to go into arrears. The payment allocation system prevents this by splitting the payment across all plans.

It also means you don’t have to worry about doing this yourself – you can cover everything with just one payment a month.

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

Any payment you make to your account needs to first meet the minimum payment due, it is then allocated according to the payment allocation sequence (ref. Sec9 in T&C’s), unless directed.

Only payments in excess of the minimum amount can be allocated to a specific plan. To allocate these surplus funds to a specific plan you need to ensure the contract number of that plan is used as the reference number on your payment (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Payment reference numbers must be 12 digits long – enter as many zeros as you need to before the contract number to ensure the format is correct.

Example:
Contract number: 87654321 (8 digits)
Reference number: 000087654321 (12 digits)

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

Once a payment has been allocated to your account it cannot be transferred to another plan.

We are not able to transfer payments between purchases on your Q Card.

Once a payment has been allocated to your account it cannot be transferred to another plan.

We are not able to transfer payments between purchases on your Q Card.

Unfortunately, we no longer accept payments via cheque. We have continued to accept cheques for as long as possible. However, from 31 May 2021 our banking partner will stop processing cheques. This means it is no longer possible for us to accept cheques for payments on your Q Card. However, we do accept multiple other forms of payments which you can find here.

View our repayment options here.

If you are using your internet banking to pay, we recommend using the list of payees registered with your bank. Save us on your payee list to make future payments easier.

We are registered as: Q CARD (CONSUMER FINANCE LIMITED).
If you can’t find the registered payee, don’t worry – we have you covered:
Bank: ANZ
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

International payments can be made to our bank account using a SWIFT code. A SWIFT code is a bank to bank code. These are used for international payments. It can take up to 5 working days for international payments to be processed.

Bank: ANZ
Branch: Cnr Queen and Victoria Street, Auckland
SWIFT Code: ANZBNZ22XXX
BSB: 01 1839
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Consumer Finance Limited does not accept payments by credit card.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

The Web Self Service is not able to display the amount of payments that have been split across multiple accounts.

Please phone our Customer Service centre on 0800 117 000 to obtain dates and amounts of payments that have been split allocated.

To discuss a payment arrangement please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.

A fee of $16.50 may apply for each payment arrangement made.

A payment arrangement is an agreement between the financier and the customer regarding a payment amount and due date which replace that specified on your monthly statement. A payment arrangement may be considered if you are unable to meet your normal payment obligations.

If you would like to discuss a solution to your current financial situation please phone our Collections team on 0800 499 299.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If you are unable to make your payment please phone our Collections team on 0800 499 599, Monday-Friday 8.30am to 5.00pm to discuss your situation.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in four stages:

• Stage 1: $15
• Stage 2: $15
• Stage 3: $15
• Stage 4: $15

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If you are unable to make your payment please phone our Collections team on 0800 499 599, Monday-Friday 8.30am to 5.00pm to discuss your situation.

An overdue letter is sent at each stage of the arrears process. If you have received an overdue letter it means that your payment has not been received on or before your due date for the total amount due.
If you have not yet made your monthly payment please do so immediately. If you are unable to make your payment please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm to discuss your situation.

If you have made a payment to your account for the month please phone our Customer Service centre on 0800 117 000 to ensure it is applied to your account.

My Account lists account information as far back as three months.

To print your account information, simply access it via the My Account window and follow your browser’s instructions for printing the content of the window.

If your payment was received after the date of your last statement, your payment will be listed on your next statement.

When your payment is applied to your account, you will be able to see it on the list of transactions made in the last three months.

Your total due is calculated in the following way:

• Fixed Instalment Plans require the set monthly instalment amount as specified on the Fixed Instalment Contract.
• Flexi Plans that have come out of the payment holiday period require 3% of the balance to be paid each monthQ EFTPOS plans that have come out of the payment holiday period require 3% of the balance to be paid each month.
• The Fees & Misc plan requires 3% of the balance to be paid each month

We are able to provide a Pay Off Quote for an individual purchase plan, however this is not recommended.

This is because if the quoted amount were to be paid the payment would be allocated to your account in accordance with our Payment Allocation Sequence. This involves the payment being divided across all currently billing purchase plans in order to meet the minimum amount due for each.

If the payment is divided in this way the individual plan would not be settled in full.

Please phone our Customer Service centre on 0800 117 000

The closing balance on your statement or Web Self Service is the amount of the total amount owing on your account as at the time your statement was printed.

Similarly, Pay Off Quotes are what the amount of your total owing balance as at a specified date in the future. Any changes to your account made between your statement date and the Pay Off Quote expiry date will cause a difference in these amounts.

Payments, interest charges, fees and refunds all affect the amount of your balance. If any of these have been applied to your account since your last statement was issued the Pay Off Quote will differ from the balance.

Pay Off Quotes can be emailed or faxed to a third party recipient at your request. This is a free service.

A Pay Off Quote can be provided by our Customer Service centre on 0800 117 000. You will be asked to provide the expected date of payment and the method by which the payment will be made.
You will be advised of the exact Pay Off amount and the date to which the quote is valid.
Pay Off Quotes are a free service and are non-obligatory.

Reference: The last 12 digits of your Q Card number, found on the front of your card.

If you have used an incorrect reference number your payment will have been sent to our holding account. Please phone our Customer Service centre on 0800 11 7000 to enable us to apply your payment to your account.

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

When making payments to your Q Card the system ensures that the minimum payment for each of your purchases is met. To achieve this your payment is split across all plans that require an amount to be paid for that month. Making all your payments to a single purchase could cause your other purchases to go into arrears. The payment allocation system prevents this by splitting the payment across all plans.

It also means you don’t have to worry about doing this yourself – you can cover everything with just one payment a month.

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

Any payment you make to your account needs to first meet the minimum payment due, it is then allocated according to the payment allocation sequence (ref. Sec9 in T&C’s), unless directed.

Only payments in excess of the minimum amount can be allocated to a specific plan. To allocate these surplus funds to a specific plan you need to ensure the contract number of that plan is used as the reference number on your payment (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Payment reference numbers must be 12 digits long – enter as many zeros as you need to before the contract number to ensure the format is correct.

Example:
Contract number: 87654321 (8 digits)
Reference number: 000087654321 (12 digits)

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

Once a payment has been allocated to your account it cannot be transferred to another plan.

We are not able to transfer payments between purchases on your Q Card.

Once a payment has been allocated to your account it cannot be transferred to another plan.

We are not able to transfer payments between purchases on your Q Card.

Unfortunately, we no longer accept payments via cheque. We have continued to accept cheques for as long as possible. However, from 31 May 2021 our banking partner will stop processing cheques. This means it is no longer possible for us to accept cheques for payments on your Q Card. However, we do accept multiple other forms of payments which you can find here.

View our repayment options here.

International payments can be made to our bank account using a SWIFT code. A SWIFT code is a bank to bank code. These are used for international payments. It can take up to 5 working days for international payments to be processed.

Bank: ANZ
Branch: Cnr Queen and Victoria Street, Auckland
SWIFT Code: ANZBNZ22XXX
BSB: 01 1839
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

The Web Self Service is not able to display the amount of payments that have been split across multiple accounts.

Please phone our Customer Service centre on 0800 117 000 to obtain dates and amounts of payments that have been split allocated.

A Payment Arrangement Fee of $16.50 is charged for all payment arrangements made on accounts which are in arrears.

To discuss a payment arrangement please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.

A fee of $16.50 may apply for each payment arrangement made.

A payment arrangement is an agreement between the financier and the customer regarding a payment amount and due date which replace that specified on your monthly statement. A payment arrangement may be considered if you are unable to meet your normal payment obligations.

Reference: The last 12 digits of your Q Card number, found on the front of your card.

Not at all. Q Card is designed so that you only need to make one payment each month for the Total Amount Due. This will be distributed across all purchases that require an amount to be paid.

Any payment you make to your account needs to first meet the minimum payment due, it is then allocated according to the payment allocation sequence (ref. Sec9 in T&C’s), unless directed.

Only payments in excess of the minimum amount can be allocated to a specific plan. To allocate these surplus funds to a specific plan you need to ensure the contract number of that plan is used as the reference number on your payment (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Payment reference numbers must be 12 digits long – enter as many zeros as you need to before the contract number to ensure the format is correct.

Example:
Contract number: 87654321 (8 digits)
Reference number: 000087654321 (12 digits)

Full details of the payment allocation sequence can be found in section 9 of our Terms and Conditions.

Unfortunately, we no longer accept payments via cheque. We have continued to accept cheques for as long as possible. However, from 31 May 2021 our banking partner will stop processing cheques. This means it is no longer possible for us to accept cheques for payments on your Q Card. However, we do accept multiple other forms of payments which you can find here.

View our repayment options here.

If you are using your internet banking to pay, we recommend using the list of payees registered with your bank. Save us on your payee list to make future payments easier.

We are registered as: Q CARD (CONSUMER FINANCE LIMITED).
If you can’t find the registered payee, don’t worry – we have you covered:
Bank: ANZ
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

International payments can be made to our bank account using a SWIFT code. A SWIFT code is a bank to bank code. These are used for international payments. It can take up to 5 working days for international payments to be processed.

Bank: ANZ
Branch: Cnr Queen and Victoria Street, Auckland
SWIFT Code: ANZBNZ22XXX
BSB: 01 1839
Bank Account Number: 01-1839-0927201-00
Account name: Consumer Finance Limited

Make sure payments always get to your account by using the correct reference information.
Particulars: Surname & initials
Code: 6015
Reference: The last 12 digits of your Q Card number, found on the front of your card.

To direct a payment to a specific plan use the contract number of that plan as the reference number (this should replace the last 12 digits of your card number that you would usually use as a payment reference).

Consumer Finance Limited does not accept payments by credit card.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

Please refer here for full promotion details.

Our promotions are regularly updated.

To get the latest deals straight to your inbox click here to sign up for Q Deals.

To sign up to the Q Card mailing list please join online or phone our Customer Service Centre on 0800 117 000.

To unsubscribe from the Q Card mailing list please phone our Customer Service Centre on 0800 117 000 or email us at [email protected].

Q Deals promotional emails are normally sent out 1 – 3 times per week.

We send out many different kinds of mailouts, which can include postcards, leaflets, brochures, letters, cards, and vouchers.

There are a number of reasons your promotional mail may not have reached you. Please phone our Customer Service Centre on 0800 117 000 to enable us to ascertain why.

We regularly have competitions and giveaways, we recommend you bookmark our Q Card Offers page and check back regularly, or alternatively sign up to Q Deals and receive our latest promotions and giveaways in your inbox.

Please refer here for full promotion details.

Our promotions are regularly updated.

To get the latest deals straight to your inbox click here to sign up for Q Deals.

Click here to find Q retailers near you.

Either locate them on the Store Finder or enquire in-store.

New stores are added all the time. We recommend you bookmark the store finder page, and check back regularly.

An Establishment Fee of $55 is charged only once upon set up of a Q Card account on a fixed instalment or Flexi plan.

The $55 Establishment Fee covers:

• Application Handling Costs
• New Contract Processing
• Credit Check
• Stationery Costs

After Q Card establishment, all subsequent fixed and flexi plans attract an Advance Fee of $35 (with the exception of QEFTPOS which does not incur any repeat fees).

Your credit limit is the maximum amount of credit available for you to use. Purchases over your credit limit will be declined automatically at the point of sale.

If this happens it is possible to pay a deposit for the amount of the purchase that is over your limit to allow the purchase to go through.

We recommend taking your Q Card with you everywhere – there are loads of stores all over New Zealand offering fantastic deals only to Q Cardholders.

To take advantage of Q EFTPOS you’ll need your card to swipe and sign or enter your PIN. In the event you do not have you card – check with the retailer as sometimes they can do manual transactions.

Q Card is currently accepted online at selected merchants. Please see here for the the latest merchants that accept Q Card online.

We recommend taking your Q Card with you everywhere, however if you forget your Card you’ll need to provide some identification to the sales person, and we’ll need to speak to you over the phone.

To shop without your card you’ll need to present any ONE of the following:
* NZ Passport
* Australian Passport
* Current NZ Photo Drivers Licence (Version 5B must be supplied) New NZ Licences
* Foreign Passport with NZ permanent residency stamp
* Firearms Licence
* Farmers Finance Card
* New Zealand Police Force Photographic ID

If you do not have any of the above you’ll need to present any TWO of the following:
* MasterCard
* Visa Card
* American Express Card
* Diners Card
* The Warehouse Card
* Powerstore Card
* GE Credit Line Card
* Smiths City Card
* 18+ Card (Issued by NZ Post Only)
* NZ Defence/Armed Forces Card

Q Card retailers do not accept orders over the phone. To make your purchase you will need to visit the store.

Q Card does not currently offer a cash withdrawal service.

An Establishment Fee of $55 is charged only once upon set up of a Q Card account on a fixed instalment or Flexi plan.

The $55 Establishment Fee covers:

• Application Handling Costs
• New Contract Processing
• Credit Check
• Stationery Costs

After Q Card establishment, all subsequent fixed and flexi plans attract an Advance Fee of $35 (with the exception of QEFTPOS which does not incur any repeat fees).

We recommend taking your Q Card with you everywhere – there are loads of stores all over New Zealand offering fantastic deals only to Q Cardholders.

To take advantage of Q EFTPOS you’ll need your card to swipe and sign or enter your PIN. In the event you do not have you card – check with the retailer as sometimes they can do manual transactions.

Q Card is currently accepted online at selected merchants. Please see here for the the latest merchants that accept Q Card online.

If your account is in credit a “-” (minus) symbol will appear before the closing balance on your statement.

A refund can be performed when there is a credit balance on your account or in special circumstances, for example, when payments are made to your account in error. To request a refund please phone our Customer Services centre on 0800 117 000 and have your bank account details ready.

Credit balances contribute to your available credit, so a credit balance will be automatically put toward your next purchase or account fee charge.

If you would like your credit balance refunded please phone our Customer Services centre on 0800 11 7000 and have your bank account details ready.

A refund can be actioned to someone else only in cases where the payment is sent back to the bank account from which it originated.

In all other cases refunds are sent to the customer, who can then forward the funds to the appropriate parties.

Please phone our Customer Service centre on 0800 117 000 for your stolen card to be cancelled and a new card issued.

Please phone our Customer Service centre on 0800 117 000 for your stolen card to be cancelled and a new card issued.

Q Card does offer a PIN number facility.

When you are issued with your Card, and if PIN functionality is available on that Card, you will need to call our Customer Services Centre on 0800 11 7000 in order to choose a PIN.

When you choose your PIN, you must not choose unsuitable numbers such as parts of your telephone number, parts of your Card number or sequential or easily identified numbers (eg 1234 or 1111). You must also not use numbers easily connected with you such as your drivers licence number or birth date.

From time to time we may replace or issue you with a new Card loaded with your existing PIN.

Three consecutive unsuccessful attempts at logging will result in your access being locked. This is a security measure to prevent unauthorised access.

Please phone our Customer Service centre on 0800 117 000 to have your account unlocked and your logon details changed if required.

Use your email address as your Login ID, as it’s easy to remember. You can however choose any Login ID.

When you enter into an agreement with us, you agree that we may take a security interest over the goods you buy using your Q Card. We register the security interest on the Personal Property Security Register when you open an account with us. If we do this, we may in certain circumstances repossess the goods secured.

The security interest will be deemed to have been discharged against the goods that you purchase using your Q Card when you have repaid what is owed or the plan balance has been fully repaid.

We will discharge the security interest when you have repaid the full balance owing on your card and your card is cancelled.

The Fee applies to all active accounts regardless of balance. The Q Card PPSR Fee is a government enforced charge. Its purpose is to register FPFs security over the assets purchased using Q Card.

The PPSR Fee is $3.00. This is charged when the account is created and every five years thereafter.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

If your card has expired and you have not received a replacement please phone our Customer Service centre on 0800 117 000 to be assessed for renewal.

If the purchase you want to make exceeds your available credit you will not be able to make a purchase on your card.

You will not be able to use your card to make purchases if your account has expired or been closed, if your payment is overdue or if your card has been cancelled.

For details on why you are unable to shop and to discuss possible solutions please phone our Customer Service centre on 0800 117 000.

If your Card has been lost, stolen or damaged and can no longer be used a new card can be issued to you.

Please phone our Customer Service centre on 0800 117 000 to have your Card cancelled and a new Card issued.

For security reasons only the named Cardholder can use a Q Card

Please refer here for full promotion details.

Our promotions are regularly updated.

To get the latest deals straight to your inbox click here to sign up for Q Deals.

Q Card does offer a PIN number facility.

When you are issued with your Card, and if PIN functionality is available on that Card, you will need to call our Customer Services Centre on 0800 11 7000 in order to choose a PIN.

When you choose your PIN, you must not choose unsuitable numbers such as parts of your telephone number, parts of your Card number or sequential or easily identified numbers (eg 1234 or 1111). You must also not use numbers easily connected with you such as your drivers licence number or birth date.

From time to time we may replace or issue you with a new Card loaded with your existing PIN.

Click here to find Q retailers near you.

Either locate them on the Store Finder or enquire in-store.

New stores are added all the time. We recommend you bookmark the store finder page, and check back regularly.

An Establishment Fee of $55 is charged only once upon set up of a Q Card account on a fixed instalment or Flexi plan.

The $55 Establishment Fee covers:

• Application Handling Costs
• New Contract Processing
• Credit Check
• Stationery Costs

After Q Card establishment, all subsequent fixed and flexi plans attract an Advance Fee of $35 (with the exception of QEFTPOS which does not incur any repeat fees).

Your credit limit is the maximum amount of credit available for you to use. Purchases over your credit limit will be declined automatically at the point of sale.

If this happens it is possible to pay a deposit for the amount of the purchase that is over your limit to allow the purchase to go through.

We recommend taking your Q Card with you everywhere – there are loads of stores all over New Zealand offering fantastic deals only to Q Cardholders.

To take advantage of Q EFTPOS you’ll need your card to swipe and sign or enter your PIN. In the event you do not have you card – check with the retailer as sometimes they can do manual transactions.

Q Card is currently accepted online at selected merchants. Please see here for the the latest merchants that accept Q Card online.

We recommend taking your Q Card with you everywhere, however if you forget your Card you’ll need to provide some identification to the sales person, and we’ll need to speak to you over the phone.

To shop without your card you’ll need to present any ONE of the following:
* NZ Passport
* Australian Passport
* Current NZ Photo Drivers Licence (Version 5B must be supplied) New NZ Licences
* Foreign Passport with NZ permanent residency stamp
* Firearms Licence
* Farmers Finance Card
* New Zealand Police Force Photographic ID

If you do not have any of the above you’ll need to present any TWO of the following:
* MasterCard
* Visa Card
* American Express Card
* Diners Card
* The Warehouse Card
* Powerstore Card
* GE Credit Line Card
* Smiths City Card
* 18+ Card (Issued by NZ Post Only)
* NZ Defence/Armed Forces Card

Q Card retailers do not accept orders over the phone. To make your purchase you will need to visit the store.

Yes. Register under the ‘My Statements’ tab in My Account.

You will be sent an email each month with a link to your statement. You can also simply login to My Account to view your statement.

Yes. You can opt back into paper statements under the ‘My Statements’ tab in My Account. Good planets are hard to find. Please consider the environment before opting back in for paper statements.

The Fees & Miscellaneous plan is the place on your Q Card account where fees are charged and small remaining balances are managed. This enables your purchase plans to contain only the balance relating to that purchase.

Please refer to the How to read your Q Card statement guide.

My Account lists account information as far back as three months.

To print your account information, simply access it via the My Account window and follow your browser’s instructions for printing the content of the window.

If your payment was received after the date of your last statement, your payment will be listed on your next statement.

When your payment is applied to your account, you will be able to see it on the list of transactions made in the last three months.

Please log in to My Account for a list of your account transactions made in the last three months.

Your total due is calculated in the following way:

• Fixed Instalment Plans require the set monthly instalment amount as specified on the Fixed Instalment Contract.
• Flexi Plans that have come out of the payment holiday period require 3% of the balance to be paid each monthQ EFTPOS plans that have come out of the payment holiday period require 3% of the balance to be paid each month.
• The Fees & Misc plan requires 3% of the balance to be paid each month

Statements are issued for each month that there is an outstanding balance or activity on your account.

If you believe there has been activity on your account since your last statement, please phone our Customer Service centre on 0800 117 000 to have your statement reissued.

If you have opted in to receive online statements, you can view and download up to 12 months of statements free of charge via My Account.

If you are not opted in for online statements or require a copies of statements that are not available online, you can also receive reissued statements via email, fax or post. Note that a statement reissue fee of $7.50 for up to 5 statements, and $1 per statement thereafter, applies. To make a request, please contact our Customer Service team on 0800 117 000.

Statement dates are set up at the time the account is activated and cannot be altered.

If you have made a purchase since your most recent statement was issued your purchase will be listed on next month’s statement.

A Variation Fee of $16.50 is charged on the variation of the repayment terms of any of your financial contracts.

A variation is any alteration to the terms of a financial contract.

If you would like to discuss a variation please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.

Yes, you can either add a new PIN or update a current PIN within My Account.

Yes, you can update your contact details within My Account.

Yes, you can request an increase or decrease to your credit limit within My Account.

Yes, you can see a summary of your transactions and where your payments have been allocated.

No. There isn’t a cost for registering for My Account.

Yes, you need an email address to register for My Account.

My Account is an optional service, but we recommend registering for My Account so you can keep a track of your spend and account balance.

My Account is only accessible using the Login ID and password you choose. Only people with this information will be able to access your account.

Using My Account, you can:
– View a summary of your plans and payments
– Request a change to your credit limit
– Update your contact details
– Nominate an Authorised Person
– Set or change your PIN
– Change your password

Go here and follow the instructions, you will need your Q Card handy.

Go here and follow the instructions to reset your password.

My Account allows you to keep your details with us up-to-date, keep a track of what you’re spending and your account balance, and much more.

A Cardholder of a Q Card Account can register for My Account.

My Account is a feature of your Q Card account which allows you to access and update your account information online.

Q Card does offer a PIN number facility.

When you are issued with your Card, and if PIN functionality is available on that Card, you will need to call our Customer Services Centre on 0800 11 7000 in order to choose a PIN.

When you choose your PIN, you must not choose unsuitable numbers such as parts of your telephone number, parts of your Card number or sequential or easily identified numbers (eg 1234 or 1111). You must also not use numbers easily connected with you such as your drivers licence number or birth date.

From time to time we may replace or issue you with a new Card loaded with your existing PIN.

The Web Self Service is not able to display the amount of payments that have been split across multiple accounts.

Please phone our Customer Service centre on 0800 117 000 to obtain dates and amounts of payments that have been split allocated.

Register for My Account here. You will need your Q Card handy.

To log on to My Account please go to the login screen here: Q Card My Account Login Screen

You will need to enter your Login ID and password and click submit.

Three consecutive unsuccessful attempts at logging will result in your access being locked. This is a security measure to prevent unauthorised access.

Please phone our Customer Service centre on 0800 117 000 to have your account unlocked and your logon details changed if required.

Use your email address as your Login ID, as it’s easy to remember. You can however choose any Login ID.