What is changing?
Effective from Wednesday 20th November 2024, there will be some important changes to your Latitude Low Rate Mastercard credit card product. These changes include:
- The introduction of a rewards program and balance transfers.
- Removal of the complimentary insurances provided by Mastercard.
All other existing card features will remain the same. If you would like to know more, you can find the full list of features on our website from the 20th of November 2024.
We’ve created the following FAQs to help answer some of the common questions we expect you to have on the upcoming changes.
What is the new Latitude Rewards Program for the Latitude Low Rate Mastercard credit card customers?
Effective 20 November 2024, Latitude Low Rate Mastercard cardholders can now get 3% back in Latitude Reward dollars from selected utilities (electricity, gas, water), telco and streaming services that are setup as a recurring payment directly with your provider. You can use the Latitude Rewards to select an e-gift card from a wide range of participating retailers via the Latitude App and Latitude Service Centre.
Refer to the Latitude Rewards Terms and Conditions to learn more about this rewards program.
Are balance transfers available on the Latitude Low Rate Mastercard credit card?
Yes, balance transfers are now available on Latitude Low Rate Mastercard for eligible customers. The Cash Advance Rate will apply, unless a specific balance transfer rate is subsequently offered.
A balance transfer fee of up to 3% of the balance transfer amount or in accordance with the specific balance transfer offer, will be charged to the account if you take up a balance transfer offer.
Will existing complimentary insurances still be available?
Effective 20 November 2024, Mastercard will no longer be providing the complimentary Purchase Protection, Price Protection, and Extended Warranty benefit in the Latitude Low Rate Mastercard offer.
What is the eligibility criteria for the Latitude Rewards program?
Accounts that are open and not overdue or in default are eligible to participate in the Rewards Program. To learn more about eligibility criteria, refer to the Terms and Conditions of the Latitude Rewards Program.
What transactions qualify towards the eligible spend?
Eligible purchases are determined based on transactions posted to the account. Eligible transactions are transactions that are setup as recurring payments under the following merchant categories codes (MCC):
• Utilities (Electricity, Gas, Water) - 4900
• Telco Services – 4812 and 4814
• Streaming Services – 4899, 5735, and 5815
Merchant categories are determined by a merchant’s Merchant Category Code (MCC). We are not responsible for designating MCCs and have no control over the same. You’re unable to receive rewards if you use an intermediary platform such as PayPal, Google and the like.
To qualify as a recurring payment, your credit card must be setup as regular payment to the participating merchant.
Eligible transactions do not include cash advances, cash equivalent transactions, card fees or charges, credits, refunds, reimbursements, account protection insurance premiums, adjustments resulting from disputed transactions, interest and balance transfers into an account. The account must be open and not in default of the credit contract when Latitude Rewards are issued.
Refer to the Terms and Conditions of the Latitude Rewards Program to learn more.
Does a recurring payment that is set up by using an intermediary platform such as PayPal, BPAY, Google and the likes, qualify as an eligible transaction?
No, you’re unable to receive rewards if you use an intermediary platform such as PayPal and the likes as they do not qualify as an eligible transaction. To qualify as a recurring payment, your Latitude Low Rate Mastercard credit card must be setup for regular direct payments to the merchant.
If I subscribe to a streaming service (eg. Netflix) in another country, will this transaction qualify as eligible?
No, this will not qualify as an eligible transaction, as these transactions for streaming service subscription in another country fall under a different Merchant Category Code (MCC) and not under MCC 4899 which is for streaming services here in Australia.
Will the transactions made by an additional cardholder contribute towards the primary cardholder’s spend?
Yes, any recurring transaction set up for the payment of utilities (electricity, gas & water), telco and streaming services by an additional cardholder will contribute towards the primary cardholder’s eligible spend.
How can I opt out of this Rewards program?
This rewards program is a new feature of our Latitude Low Rate Mastercard credit card. As this is a new feature to your product, you are unable to opt out of this rewards program, however you can choose not to participate in redeeming your rewards.
What is the Latitude Rewards Program and can I accumulate to redeem later?
Under the Latitude Rewards Program, you can earn redeemable amounts issued by our third party service provider EonX Services Pty Ltd on behalf of Latitude from participating retailers every statement period via the Latitude App and Latitude Service Centre, when you make eligible transactions using your Latitude Low Rate Mastercard credit card in each statement period. You can also save the Latitude Rewards and accumulate more for a later redemption.
To find out more about the Latitude Rewards Program, please refer to the Terms and Conditions.
How do I claim my Latitude Rewards?
Subject to eligibility requirements, we will issue you a redeemable amount in the form of Latitude Rewards equivalent to 3% of eligible purchases. Eligible transactions are set up as recurring payments for selected utility providers such as electricity, gas and water and/or telco and streaming services. If eligible the latitude rewards/redeemable amount will be available within 30 days from the end of each statement period. You can use this amount to select an e-gift card via the Latitude App and Latitude Service Centre.
You can access Latitude Rewards platform via the Latitude App or the Latitude Service Centre.
- Click on the “Benefits” tab.
- Click on the “Redeem now” button under the Latitude Rewards Program.
What is Latitude Rewards balance?
Latitude Rewards balance is the available balance you have accumulated to redeem for an e-Gift card of your choice within the Latitude Rewards platform. These e-gift cards can be redeemed for shopping, dining and cinema vouchers.
When will my Latitude Rewards balance expire?
You have 18 months from the date they have been issued to redeem your Latitude Rewards before they expire.
Are the Latitude Rewards transferrable?
No, the Latitude Rewards are not transferrable.
Where can I find more information about my Latitude Rewards program?
Head over to our Rewards platform to learn about your Latitude Rewards Program. You can access this platform by logging in via Latitude Service Centre or the Latitude App.
What are “My ePurchases” in the Latitude Rewards platform?
“My ePurchases” is where you can view all the e-Gift Cards that you have redeemed so far. Once redeemed, we will send you an email with your e-Gift Card details, however you will always be able to access your redeemed e-Gift Cards directly from this location.
Is Latitude Reward a cash back that will be applied to my account?
No, the Latitude Reward is applied to your Latitude Rewards Balance accessible via the Latitude App or Latitude Service Centre which can be redeemed for an e-gift card from participating retailers.
What is “My Activity” in the Latitude Rewards platform?
“My Activity” stores your redemption history and order details in an easy-to-use format.
How do I redeem for a preferred participating retailer e-Gift Card?
Log in to the Latitude App or Latitude Service Centre and under the ‘Benefits’ tab, click on ‘Redeem now’ under the Latitude Rewards Program. Select your preferred participating retailer and select the value and quantity of the e-Gift Card you would like to redeem.
From there, you can:
- Select your preferred participating retailer
- Choose the value and quantity of the e-Gift Card
- Choose to pay using your Rewards Balance, a participating Latitude credit card, or a combination of both
You can redeem up to the full value of their available Latitude Rewards balance, or choose to save your rewards and cover part or all of the purchase using a participating Latitude credit card. For more information about these options, head over to the Help Centre to find out.
Note: Latitude Rewards expire 18 months from the date they have been issued.
What details do I need to provide when purchasing an e-Gift Card with a participating Latitude credit card?
If you choose to pay or part-pay for an e-Gift Card using a participating Latitude credit card on the Latitude Rewards platform, you’ll need to enter the following details at checkout:
- Your card information
- Your chosen address (street, suburb, state, and postcode)
- Your mobile phone number
- Your email address
While Latitude doesn’t require an address to deliver e-Gift Cards digitally, these details are mandatory due to requirements in the EonX third-party checkout system.
Which Latitude credit cards are eligible to earn and redeem in the Rewards Store?
Only two cards are currently eligible to earn points and redeem rewards within the Rewards Store:
- Latitude 28° Global Platinum Mastercard
- Latitude Low Rate Mastercard
These cards can be used to make purchases and will also accumulate rewards that can be redeemed for future e-gift cards.
Which other participating Latitude credit cards can be used to purchase e-Gift cards?
The following participating Latitude credit cards can be used to purchase e-gift cards from the Rewards Store, but do not earn or redeem rewards:
- Latitude Mastercard
- Latitude Eco Mastercard
- Latitude GO Mastercard
- Latitude GO Platinum Mastercard
- Latitude Infinity Rewards Classic
- Latitude Infinity Rewards Platinum
- Latitude Gem Visa (AU)
- David Jones Icon
- David Jones Premiere
- David Jones Prestige
- Gem Visa (NZ)
- Gem Essential (NZ)
How do I check my e-Gift Card balance?
If you do not know the balance of your e-Gift Card, you can check it via the participating retailer's website, or by calling the participating retailer’s e-Gift Card support line. We at Latitude are unable to see the balance remaining on any of your e-gift cards.
If you know how much you have left, you can manually update the balance within My Rewards by entering the amount and clicking the ‘Update’ button located on the e-Gift Card. This is to help you manage the balance you have on your e-Gift Cards.
The balance of an eGift Card is not automatically updated in My Rewards once you have used it to make a purchase.
When do e-Gift Cards expire?
E-Gift Card expiration dates will vary depending on each participating retailer. You may check the expiration/validity periods of an e-Gift Card by selecting a participating retailer and checking the 'Validity Period' of the e-Gift Card at the bottom of ‘details’.
How do I view my order history?
Order history can be viewed by clicking on “My Activity” via the My Rewards icon.
Where can I find my purchased e-Gift Cards?
All purchased e-Gift Cards are delivered directly to My Rewards within the program and emailed as well.
Log into the platform then, simply click on the ‘My ePurchases’ tab via the My Rewards section, to locate your purchased e-Gift Cards.
When will I be able to access my e-Gift Card?
After your order is processed, you will receive a confirmation email. You can also access e-gift cards under “My ePurchases” in “My Rewards”. Although we make best efforts for instant delivery, this may take up to 72 hours to appear in “My Rewards”.
Are e-Gift Cards refundable?
Once an order has been processed and the e-Gift Card has been dispatched we are not able to provide a refund. Please note that all e-Gift Cards are to be treated as cash once they have been purchased. If you have any other questions, please refer to the Terms and Conditions on the platform.
How can I find deleted e-Gift Cards?
All deleted e-Gift Cards can be accessed by simply clicking 'My ePurchases' via the My Rewards icon. From here, click the reload button to view deleted e-Gift Cards.
Why have I not received my e-Gift Cards?
If you have not yet received your e-Gift Cards within 72 hours, please contact us.
What is the maximum amount I can redeem with one merchant? Is there a limit?
The min and max spend threshold are based on individual retailers participating in this Rewards program, which is shown on portal when you try to redeem an e-gift card from the portal.
If you can’t see any limit specified in the portal then you can enter any amount and redeem an e-gift card up to your available rewards balance.
What happens to my Latitude Rewards if I close my Low Rate Mastercard account?
If you close your credit card account or notify us that you wish to cancel your card, you will have up to 30 days from the date your account is closed to redeem your remaining Latitude Rewards balance. If you do not redeem these points within 30 days of your account closure then any remaining rewards balance will be forfeited. To find out more, please refer to the Terms and Conditions.
I have more than one Latitude Low Rate Mastercard account OR I also have a 28 Degrees Mastercard, how will the rewards program work for me?
Each Latitude Low Rate Mastercard account or Latitude 28 Degrees Mastercard account will accrue separate Latitude Rewards dollars of their own based on eligibility, regardless of the number of different accounts you have.
How do I update/change my rewards account details?
You can update your profile details via the Latitude Service Centre or Latitude App and this will update automatically in the Latitude Rewards portal the next time you log in.
Note: You cannot update your profile details in the Latitude Rewards portal.
How can I raise a complaint about the Latitude Rewards portal?
Contact Us and we will assist you with your query.
I have concerns about my privacy on the Latitude Rewards portal?
If you believe that the Latitude Rewards portal has breached the Privacy Act or if you have a complaint about how they have handled your personal information, send an email to privacy@eonx.com . Include your name, email address, and/or phone number, as well as a detailed description of the issue in your email.
Whom can I contact if I have any further questions about my Latitude Rewards account?
Contact Us if you have any further questions about your Latitude Rewards account. You can also head over to the Rewards FAQs page for more information on redeemable amounts and e-gift card which is accessible by clicking on the “FAQ” icon in the bottom left corner of the Latitude Rewards platform.
What is the complimentary E-Commerce Purchase Protection Insurance?
As a Latitude Low Rate Mastercard credit cardholder, you can access:
- Complimentary E-Commerce Protection Insurance that covers the non-delivery and/or incomplete delivery of online purchases — up to $270.
This is a limited summary only. For the full list of benefits and the terms, conditions exclusions, limits, applicable sub-limits and excesses that apply, see the complimentary E-Commerce Purchase Protection terms and conditions.
How can I make a claim on the E-Commerce Purchase Protection Insurance?
You can make an insurance claim here or send a notification to AIG Australia Limited to obtain a claim form and instructions on what to do after a loss.
The contact details are set out below:
AIG Australia Limited
Level 19, 2 Park Street
Sydney, NSW 2000
Australia
Tel: +61395224111
Customer Service Operating Hours: Monday to Friday 8:30AM to 5:30PM AEST
Email: APAC.Mastercard@aig.com
For more information, see the complimentary E-Commerce Purchase Protection terms and conditions.
How can I raise a complaint related to the E-Commerce Purchase Protection Insurance?
- Speak to AIG Complaints team
The complaints team at AIG can be contacted on 1800 339 669. To get the best out of your call, please have your policy and/or claim number available and any specific information about the issue. -
Provide your feedback in writing
If you would prefer to provide your feedback or complaint in writing you can do so by lodging your complaint on AIG website, or by writing to:
The Complaints Team
AIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008
Email: aucomplaints@aig.com
For more information on how AIG manages complaints , see the complimentary E-Commerce Purchase Protection terms and conditions .
What is the Merchant Offers portal?
The Merchant Offers portal is a Latitude Rewards program feature that allows customers to earn a percentage back in the form of Cashback into their Latitude Rewards balance, when shopping with select merchants. Customers can use their rewards next time when shopping in the Latitude Rewards portal, once the Cashback offer has been processed.
How do I get Cashback in Latitude Rewards from participating merchants?
By shopping in the merchant offers portal that can be accessed via the Latitude App or Latitude Service Centre, you can earn a percentage back in the form of Cashback into your Latitude Rewards program. Cashback rates are subject to participating merchant terms and conditions.
How long does it take for cashback to get allocated into our Latitude Rewards Program?
Cashback processing & allocation can take up to 120 days subject to merchant’s terms, however please be aware that delays may occur due to public holidays or other unforeseen reasons. If you close your participating Latitude credit card, any pending Cashback offers not yet processed will be forfeited.
Note: It may take up to 120 days as the time required for refunds and returns to be processed is also taken into consideration for allocation of cashback.
Can I exchange cashback for a credit into my account?
No, Cashback cannot be exchanged for physical cash or transferred to your credit card or bank account.
How will I get my Cashback in Latitude Rewards?
Once your Cashback is processed, which might take up to 120 days, it will be added to your Latitude Rewards balance. Use your rewards next time when shopping in the Latitude Rewards portal that can be accessed via the Latitude App or Latitude Service Centre.
How much Cashback can I earn in Latitude Rewards?
You can earn a percentage back in the form of Cashback into your Latitude Rewards program. Cashback percentage rates are subject to participating merchants terms and conditions. All retailers have their own terms & exclusions which you should read before making a purchase. Your transaction will be tracked to process your Cashback in Latitude Rewards which may take up to 120 days.
We have listed some useful Cashback tips below for your reference:
- Once you click “Shop now” in the Latitude Rewards portal that can be accessed via the Latitude App or Latitude Service Centre, you will be taken to the participating merchant’s website for transaction.
- Complete your purchase without opening other websites as this will affect tracking.
- Please ensure the browser you are using is set to accept cookies and do not close the browser session before completing your purchase.
- Please disable any ad blocking software when making a purchase.
- All merchants have their own terms & exclusions which you should read before making a purchase.
- Cashback is only payable on eligible purchases, and may exclude freight, delivery, taxes and GST.
- Subject to merchant’s terms, Cashback may not be payable with the use of coupons, eVouchers or gift cards for payment.
- If the goods or services are cancelled, returned or refunded, Cashback will not be payable.
- Cashback value is subject to change and is based on the rate at the day of purchase.
- Cashback processing & allocation can take up to 120 days subject to merchant’s terms, however please be aware that delays may occur due to public holidays or other unforeseen reasons.
- Cashback will be paid directly into your My Rewards.
If you close your participating Latitude credit card, any pending Cashback offers not yet processed will be forfeited.