Cardholder FAQs

The following content is a list of frequently asked questions intended for Cashless Debit Card program participants.

What is this Cashless Debit Card I have received?

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You have received this Cashless Debit Card as part of the Cashless Debit Card program, an initiative of the Australian Government.

A Debit Card uses money in your account to make purchases, and the money is deducted immediately. The Debit Card does not provide a line of credit.  If your account balance goes down to $0.00 you will not be able to use your card until more money is added to the account.

This Cashless Debit Card is issued by Indue Limited.

For further information about the Cashless Debit Card program, please refer to the Department of Social Services.

What are the key differences between the account attached to the Cashless Debit Card and an account with any other financial institution?

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There are a number of key differences:

  1. You will not be able to withdraw cash from the Cashless Debit Card or the Account.
  2. You will not be able to purchase alcohol or use the Cashless Debit Card or the Account for any gambling activities.
  3. There are some restrictions on who you can transfer funds to as well as the amount of funds that can be transferred to over a period of time.
  4. You can only use your Cashless Debit Card online at approved merchants.

What are the internet transfer funds restrictions on my Account?

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Approved Payment Category Transfer Limit
Housing Payments $0 per month
Other Expenses $200 month

If you have any private rental arrangements in place or mortgage repayment obligations, you should contact the Department of Social Services on 1800 252 604 to discuss the options available to you, which may include DSS instructing Indue to increase the transfer limit for “Housing Payments” to allow you to pay your rent.

In addition to the limits and restrictions set out in the Internet Transfer Funds Restriction List, on the instruction of the Department of Social Services we may impose additional restrictions on your ability to transfer funds using the Internet Transfer Facility or conversely increase any limits. If you believe that the periodic transfer limits will cause you financial hardship (for example if the limit would prevent you from paying your rent or your mortgage) then you should contact the Department of Social Services who will consider your individual circumstances when deciding whether to increase the limit. In the event we do impose any additional restrictions (or increase any existing limits) either Indue or the Department of Social Services will write to you advising you of the change.

Where can I find a list of merchants who are blocked, online merchants where I can use my Cashless Debit Card and the restrictions on transferring funds from my Account?

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All of these details can be found on our website at www.indue.com.au/dct/merchants/.

Can I pay bills and access my account online?

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Yes. The Account can be used for shopping in stores, paying bills with BPAY, transferring money to other accounts (subject to applicable limits) and shopping on the internet at approved merchants.

Is there a mobile App?

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Yes. As an account holder, you can download the Indue Cashless Debit Card app via the Apple App Store or Google play. The app has the same functionality as the online website.

Who can get a Cashless Debit Card?

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People who are currently receiving particular welfare payments and live in a program location will automatically participate in the Cashless Debit Card program and will receive a Cashless Debit Card.

Anyone else wishing to participate can apply as a ‘Volunteer’.

People receiving the Age Pension can ask Centrelink about volunteering for the program. People not receiving any welfare payments can volunteer by visiting www.indue.com.au/dct and access the Volunteer Application form.

Can I use my Cashless Debit Card in any shop or business?

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You can use your Cashless Debit Card at shops or businesses that accept Cashless Debit. However, there are restrictions in place for businesses that sell alcohol or have gambling activities available such as casinos. If you try to use your Cashless Debit Card for any of those activities your transaction will be declined.

Can I use my Cashless Debit Card in a different town, state or country?

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Yes, your Cashless Debit Card can be used in a different town, state or country provided the shop or business accepts Cashless Debit and does not sell alcohol or provide gambling services.

What should I do when the point-of-sale terminal asks me to “Select your account, CHQ, SAV or CR”?

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To use your Cashless Debit Card to make a purchase at a point-of-sale terminal, you must insert your Cashless Card into the device and press “SAV” or “Savings” or “CHQ” or “Cheque” or “CR” or “Credit”. Then follow the prompts to enter your PIN.

Note: If you select “SAV” or “Savings” or “CHQ” or “Cheque” and your card does not have an eftpos logo, the transaction may be declined.

Why won’t my local shop accept my Cashless Debit Card?

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If your local shop sells alcohol,or allows gambling activities,it is blocked under the rules of the program

If the shop does not sell the specified restricted items and still refuses to accept the card, call Indue Customer Service Centre on 1800 710 265 to discuss.

If you have registered for SMS alerts you will receive an SMS message after the transaction has been declined to show the reason for your card not working.

My Cashless Debit Card was declined when I tried to buy food, what should I do?

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It may be that you did not have enough money in your account to cover the cost of the food or that the shop also sells alcohol or gambling products and is therefore blocked. You should contact the Customer Service Centre on 1800 710 265. They will be able to review your account and tell you why the card was declined.

Can I give my Cashless Debit Card to someone else to use?

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No, this is your card and it should not be given to anyone else to use. The money in your account is your money and you should not allow others to use your Cashless Debit Card.

Is there a limit to how much I can spend each day?

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To protect your account, in case you lose your Cashless Debit Card or if it is stolen, the initial limit set on your Cashless Debit card is $1,000 per day. You can increase or decrease this limit online at www.indue.com.au/dct or by calling the Customer Service Centre 1800 710 265.

Can I use my Cashless Debit Card to place a bet on the horses?

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No, gambling or placing bets of any kind will not be possible with your Cashless Debit Card. Gambling is one of the blocked activities. If you do try to gamble or place a bet online or in person, your transaction will be declined.

Can I use my Cashless Debit Card to buy beer?

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No, buying beer and all other types of alcohol is blocked. If you do try to buy alcohol your transaction will be declined.

Does my Cashless Debit Card allow credit?

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No, your Cashless Debit Card does not allow credit. This means that if you have insufficient funds on your Cashless Debit Card, you will not be able to make a purchase.

The amount of money on my account is incorrect, what should I do?

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If the welfare payment in your account is not correct you will need to contact your local Centrelink office. Indue has no control over the money Centrelink pays you.

Can I use my Cashless Debit Card to get cash from the cash machine/ATM?

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No, your Cashless Debit Card cannot be used to get cash from a cash machine / ATM. You will not be able to get cash out when you pay for items at a store checkout.

Can I buy things with my Cashless Debit Card as soon as I receive it?

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No, before you can use your new Cashless Debit Card, you must activate it. The information that is delivered to you with your card explains how to go through the activation process.

How can I check the past transactions on my account?

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You can view the past transactions on your account by logging into your account online at www.indue.com.au/dct  or using the free mobile app. You can also contact the Customer Service Centre on 1800 710 265 and they can tell you about your transactions over the phone.

What will happen if I try to buy something that costs more than I have in my account?

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If you do not have enough money in your account for your purchase, the transaction will be declined. To find out more read the terms and conditions.

How can I check my account balance?

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There are several ways to check your available balance;

  1. You can view the balance online by logging in to your online account at www.indue.com.au/dct
  2. You can view the balance by logging in to the mobile app.
  3. SMS “BAL XXXX” from your registered mobile where XXXX is the last 4 digits of your Cashless Debit Card number to 0488 112 114 and receive a reply with your balance.
  4. If your Cashless Debit Card has an eftpos logo, ATM Balance Enquiries can be obtained free of charge from participating ATMs. A list of participating ATMs is available at www.indue.com.au/dct/atms/ ; and
  5. You can call the Customer Service Centre on 1800 710 265.

Do I need to use a PIN with my Cashless Debit Card?

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Yes, your Cashless Debit Card does have a Personal Identification Number (PIN) and the PIN must be used for each transaction in a store. This is for your security and to prevent others accessing your money.

Does my Cashless Debit Card have payWave or contactless capability?

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No, your Cashless Debit Card does not have payWave or “Tap and Go” capability.

How will I receive my PIN?

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You may set or receive you PIN in the following ways:

  • You can set your own PIN as part of the card activation process online.
  • If you do not have internet access, a PIN will be sent as an SMS message or by mail.

For security reasons, if you have requested to receive your PIN by mail and have not received it within 7 business days, please contact the Customer Service Centre on 1800 710 265. You should also never tell anyone else what your PIN is as this would allow them access to your money.

I do not remember my PIN, what should I do?

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You can go online and change your PIN or you can call the Customer Service Centre on 1800 710 265. They will assist you in ordering a reminder or replacement PIN. For your security, the Customer Service Centre will never have access to view your PIN and will not be able to tell you the PIN over the phone.

I have entered my PIN incorrectly and now my card is not working, what should I do?

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For security reasons your Cashless Debit Card will allow you to enter the PIN incorrectly up to five (5) times. If you incorrectly enter the PIN six (6) times your Cashless Debit Card will be blocked and your card will not work. To unblock your card you must call the Customer Service Centre on 1800 710 265 and the team member will unblock the card and PIN for you. This happens within minutes and your card will be ready to use again. The PIN account block is removed automatically at midnight, so if you are unable to contact the Customer Service Centre, your Cashless Debit Card and PIN should work again the next day.

Can I change my PIN to something I will not forget?

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Yes, you can change your PIN anytime online. To do that you must;

  1. Log in to https://dct.indue.com.au/dct/login
  2. Click on the Settings link
  3. Click on the Change PIN link

What is the Card ON/OFF switch?

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Once you have activated your card, the Card ON/OFF switch is green and ON. If you want to turn the card off so that it cannot be used, just click on this switch.  The card cannot be used when it is OFF.

Click the switch again to turn it back ON.

What if my card is lost or stolen?

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If your card is lost or stolen, you must call the Customer Service Centre on 1800 710 265 or login to your account immediately to arrange to block the card and order a replacement card.

You can block your card by going online and following the steps below:

  1. Log in to https://dct.indue.com.au/dct/login
  2. Click on the Settings link
  3. Click on the Block Card link
  4. Click on Block Card button

Remember that when you block your card, you are not blocking your online account.

Once you block your card, it cannot be unblocked.

What if my card is damaged?

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If your card is damaged, you must call the Customer Service Centre on 1800 710 265 to arrange a replacement card.

Something was bought with my card and it wasn’t me, what should I do?

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If you see something on your account that you did not buy or your card is lost or stolen, you should immediately call the Customer Service Centre on 1800 710 265. If a transaction was not made by you, it could be fraud and a block will be placed on your account and/or card. This is to stop further charges to your account. You can also block your own card by going online and following the steps below:

  1. Log in to https://dct.indue.com.au/dct/login
  2. Click on the Settings link
  3. Click on the Block Card link
  4. Click on Block Card button

Remember that when you block your card, you are not blocking your online account.

Once you block your card, it cannot be unblocked.

Can I block my online account so no one can use it?

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Yes. Please call the Customer Service Centre on 1800 710 265 to block your online account if you think someone is logging into your account and making online purchases or payments.  When you want to unblock your online account again, contact the Customer Service Centre on 1800 710 265.

Can money be added to my account by someone other than Centrelink?

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Yes, anyone can pay money into your account via an online bank transfer using your BSB and Account Number.

How do I pay bills using my online account?

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You can log in to your Account at https://dct.indue.com.au/dct/login and use the Transfers and BPAY option for paying bills.

Where do I find my Bank State Branch (BSB) code and Account Number?

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The BSB and Account Number are printed on the back of your Cashless Debit Card. Indue’s BSB is 704 772.

 

Can I setup a Direct Debit from my account?

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If you need to set up a Direct Debit, for example to pay your phone bill, you must provide your Cashless Debit Card Number (on the front of your card). You will not be able to set up Direct Debits using your BSB and Account Number.

Can I shop online (on the internet) with my Cashless Debit Card?

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Yes, you can shop online using your Cashless Debit Card at approved merchants. For a list of approved online merchants check www.indue.com.au/dct/merchants/approved/.

If you would like to purchase goods or services from an online merchant which do not sell restricted items and is not included in the approved list call the Customer Service Centre on 1800 710 265 .

Can I use my Cashless Debit Card to transfer money to my friend?

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Yes, you can transfer money to your friend who is a program participant without any limits using the Internal Transfer option from your Cashless Debit Card account. If your friend is not a program participant then you can use the External Transfer option to transfer money using an external BSB and Account Number but only within the limits of the account.

What is an Internal Transfer?

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An Internal Transfer is a transfer of money from one Account to another Account. That is from one person on the Debit Card program to another person on the Debit Card program.

What is an External Transfer?

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An External Transfer is a transfer of money from an Account on the Cashless Debit Card Program to an Account that is not part of the Cashless Debit Card Program.

When making an External Transfer, you must say whether the transfer is for a housing payment or other.

Will I still be able to use Centrepay or the Rent Deduction Scheme?

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Yes, Centrepay and the Rent Deduction Scheme are available for everyone who is receiving welfare payments.  Centrepay and the Rent Deduction Scheme will be paid before your payments are sent to your Cashless Debit Card.  Please contact Centrelink if you have any questions about your Centrelink payments, Centrepay or the Rent Deduction Scheme.

I tried to buy something from a website that doesn’t sell alcohol or gambling and my card was declined, what should I do?

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Please speak to one of our Customer Service Centre staff on 1800 710 265 and they may be able to add the website to the list of approved merchants.

Will the card have fees?

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You will be able to make unlimited purchases on your card, check your account balance or transaction history for free. Lost or stolen cards will be replaced at no cost.

Who is Indue?

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Indue is an Authorised Deposit-taking Institution (ADI) regulated by the Australian Prudential Regulation Authority who provides payment solutions to a broad range of organisations.

Indue is the issuer of the Cashless Debit Card and Account that supports the Federal Government’s Cashless Debit Card program and provides the customer support services to the program participants.

Indue is wholly owned by financial institutions, all of which have their heritage in the mutual and credit union sector.

What are the Terms and Conditions for this Cashless Debit Card?

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Click here to read the Conditions of Use for the Cashless Debit Card or visit our website at www.indue.com.au/dct.

What if I have a complaint?

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If you want to submit a complaint, or provide feedback, you can:

  • Call our Customer Service Centre on 1800 710 265 or
  • Email your complaint or feedback to dct@indue.com.au or
  • Write to our Customer Service Centre by sending your complaint or feedback letter to

Indue CDC
PO BOX 523
TOOWONG QLD 4066

If you have other questions, please call our Customer Service Centre staff on 1800 710 265

Can I use PayPal to buy things online?

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No. PayPal is not approved for the Cashless Debit Card program. To purchase online, please enter your Cashless Debit Card program details.

What is the difference between “Current” and “Available” balance?

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The current balance is the amount in the account which is inclusive of transactions both processed and pending. Hence, the amount in current balance may not be completely available for spending.

The available balance is the amount that is immediately available for spending by cardholders.