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Delays to card and statement delivery

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Thursday, 10 September 2020

Some customers have been experiencing delays in receiving their renewal cards and account statements. Unfortunately, COVID-19 has impacted postal delivery services provided by our partner Australia Post.

We are working with our mail house and Australia Post to help improve delivery times where we can, adjusting our processes to remediate the postal delays. Please note in some cases international delivery is not possible at this time until international travel/border restrictions are lifted.

For more information on how Australia Post services have been impacted by COVID-19 please visit https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Please see below the current expected delivery times:

  • Replacement Card
    A re-issued card will take approximately 5-7 days to be posted out to you.
  • Renewal Card
    Renewal cards are distributed between the 11th to the 18th of the month in which the card is due.
  • Account Statements
    Account statements are lodged within the first week of the following month, for example August statements were lodged last week, depending on your location you should expect to receive it in the next week.

Due to the postal delays these times may be extended. We apologise for the inconvenience caused by these delays.

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