have been incorrectly charged and you have not contributed to the loss; or b) may accept the Merchant’s refusal to make that chargeback only if the refusal is made in a way allowed under the relevant Card Scheme rules. 158. You have the rights under the above paragraph even if the payment was debited from your credit card or debit card account and was part of a recurring payment arrangement you have with that Merchant. 159. You may have rights to dispute an Unauthorised Transaction under the ePayments Code (see asic. gov.au/regulatory-resources/financial-services/ epayments-code) or as contained in your Terms and Conditions. 160. We will make general information about disputed transactions available to you and notify you of the availability of this information at least once every 12 months. Cancelling your credit card 161. If we cancel your credit card, we will tell you. If appropriate, we will give you the general reasons for doing so. C4 Consumer credit insurance (CCI) Our approach to selling CCI for credit cards and Loans 162. If we offer CCI, then we will give you clear information that enables you to make an informed decision, including (to the extent we can): a) the cost of the CCI, including any interest you will pay on the premium; b) how long you would be insured for; c) the monetary limits on the key benefits payable under the insurance; and d) the date your insurance ends, if that date is different to the date on which the underlying credit product ends. 163. Before we enter the contract with you, we will ensure we have your express consent to acquire the CCI product. Separation of application process for CCI for credit cards and Loans sold through digital channels 164. We will refer to the availability of CCI only after you have completed the digital application for a credit card or Loan. 165. We will let you know that whether you purchase CCI or not has no bearing on whether we approve you for a credit card or Loan. 166. We will use clear disclosure for CCI on credit cards and Loans to enable customers, as they navigate through the digital experience, to better understand this type of insurance. This will be through: a) use of filtering questions so that we alert you to key policy exclusions such as age, residency and employment status and if you are not eligible to claim a significant part of the policy, not offering this product; b) disclosing the limits of the policy as part of the process (the circumstances in which a payout will be made and the amount of the payout); c) disclosing any incentives you might receive from taking out the CCI product and their effect; d) telling you the total cost of the insurance (if known) before you complete the CCI purchase; e) telling you how the premium is to be paid; and f) where the ongoing premium is calculated as a percentage or a cost per dollar of the outstanding debt or statement balance, then we will tell you that cost and how we calculate it. Banking Code of Practice | 31
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