Payment Card

Payment cards are issued to pay for goods and services from registered suppliers

Youth Service clients

If you are a Youth Service client see:

What is a payment card

What a payment card looks like.

Payment cards, which look like Eftpos cards, are issued with a cash balance on them for the purchase of goods and services from retailers.

There may be some instances where you will be issued a hologrammed voucher, such as:

  • local retailers or landlords don't have Eftpos terminals
  • you are unable to use a Payment Card
  • when the Eftpos network or our internal systems are down
  • in a declared state of emergency.

Getting a card

You’ll be given a Payment Card the first time you’re granted a food or hardship grant (if you haven’t had one previously).  

If you can’t find a previously issued card, we’ll cancel the old card and issue you a new one.

You’ll be asked to sign the back of your card before you leave the office. 

Keeping your card safe

Treat your card the same as you would your Eftpos card.  You need to keep it safe as there could be a delay in issuing you a replacement (and your payment might expire in the meantime).

If you’ve lost your card, contact us as soon as you can, say “payment card” when you call.

Using your card

You can use your payment card to purchase approved items as well as groceries, so long as:

  • the store you are going to is registered with us to accept payment cards
  • you don’t try to spend more money than is available
  • your food/hardship grant is spent within 3 days of the grant being issued  
  • you are only purchasing the item that has been approved.

How to use the card

Process for using a payment card.
  1. Select your item and head to the checkout.
    • Please note that for groceries this does not include alcohol, tobacco, appliances or electronics.
    • For items other than food or petrol you will need to provide the Supplier Payment Authorisation slip.
  2. Swipe the payment card through the EFTPOS terminal.
  3. Select the CHQ option on the terminal keypad.
  4. Enter the last 4 digits of the payment card number when you are asked for a PIN.
  5. The EFTPOS terminal will tell the checkout operator to check your signature.
  6. Sign the EFTPOS receipt.
  7. The checkout operator will compare your signature on the back of your payment card.
  8. If the signatures match, the transaction will be accepted.
  9. If you have not spent all the money, you can go to another enrolled store, and repeat this process

Agents

If you have an agent we will need to know whether you or your agent will be using the Payment Card to purchase groceries. If your agent will be using the Payment Card they will need to have a Payment Card issued to them for their signature.

Balances on your card

You can quickly check any balances on your card, with expiry dates, if applicable, through My Account

If you want to discuss an extension on a balance or a change of designated supplier (hardship grants) contact us

Once your balance has expired keep your card, you can use it in the future.

Viewing your transactions

You can view your transactions through My Account

You can view all transactions on all cards you’ve been issued over the past 12 months.

If have any questions regarding a transaction contact us, say ‘Payment Card’ when you are asked to say why you’re calling.

 

Troubleshooting

Process for using a payment card.

Declined transactions

Some of the reasons why a transaction might be declined are:


The payment has expired.

Some payment balances only last for 3 days.

You can see payment card balances and expiry dates through My Account

You’ll need to contact us, say ‘Payment Card’ when you are asked to say why you’re calling.

The amount being spent is more then the amount available.

Reduce the amount being spent.

Retailer not registered.

Retailers need to be registered with us before the Payment Card can be used on their EFTPOS machines.

The retailer will match your signature on your Payment Card with your signature on the EFTPOS receipt. This confirms the payment card was issued to you.

Card problems

Contact us immediately if:

  • you can’t find your card (if you think it’s lost or stolen)
  • you think someone else might have used your card
  • your card isn’t working
  • your card is broken or snapped.

Say ‘Payment Card’ when you are asked to say why you’re calling

Payment Card rules

  • Cash or change can’t be given. The Payment Card pays the exact amount of the goods or services.
  • Grocery items do not include alcohol, tobacco, appliances, or electronics.
  • The Payment Card must have a signature strip.
  • The Payment Card is given back to the customer.

Agents

If you have an agent we will need to know whether you or your agent will be using the Payment Card to purchase groceries. If your agent will be using the Payment Card they will need to have a Payment Card issued to them for their signature.

Troubleshooting

Some of the reasons why a transaction might be declined are:

The payment has expired. Payments only last for 3 days. The customer will need to contact us
The amount being spent is more than the amount available. Reduce the amount being spent.
Retailer not registered.

Retailers need to be registered with us before the Payment Card can be used on their EFTPOS machines.

The retailer will match your signature on your Payment Card with your signature on the EFTPOS receipt. This confirms the payment card was issued to you.

If you need to contact us, call us on 0800 559 009 and use the keyword ‘Payment Card’