Frequently Asked Questions
General Rewards Team FAQs
Mortgage Rewards FAQ
- How many points will I receive on my home loan?
- I've just joined the rewards program, when will I start receiving my points?
- How will I know how many reward points I have accumulated?
- Will I receive the same amount of reward points each month?
- Can I use the reward points to help pay off my mortgage?
- Am I only able to receive reward points on a standard home loan?
- When will my points be processed?
- I have more than one home or investment property, can I receive reward points on all properties? Can I consolidate all my reward points?
- What is a Mortgage Broker and what services can they provide me with?
- What qualifications do the Rewards Team Brokers have?
- How will I know that a participating Rewards Team Broker has the appropriate experience and qualifications?
- Can I arrange a meeting with a broker out of office hours?
- Can I contact a broker in my area?
- Do the participating Rewards Team Brokers work directly for The Rewards Team?
- I don't have a computer, can you get a broker to call me?
- Why can't I get reward points if I use a franchise mortgage Broking company?
- I would like to use my own broker, is this possible?
- Are you paying commissions to the participating Rewards Team brokers?
Online Shop FAQs
- Will I be charged for delivery?
- Who should I contact if I don't receive my order within this time?
- The goods I received were faulty on arrival, who do I need to contact?
- Why do I need to provide my Card Verification Code (CVC)?
- Is it safe to use my credit card online?
- I don't have enough points & would like to buy a product from the online shop?
- Can I change the delivery address once I have placed my order?
- Can my order be sent to a PO Box address?
- What is the standard policy if there are delays in delivering?
- I received a different item to the one I ordered, how can this be amended?
- When will I be advised if an item I have ordered is currently out of stock?
- Will the item(s) I have purchased come with a warranty?
- What is the normal delivery time & how are items shipped?
- Can I arrange for my order to be sent to my place of work?
- Can I cancel my order?
- When will you charge my credit card?
- Can I use someone else's credit card to place an order?
- Will I receive a tax invoice with the item(s) I have ordered?
- What is your policy for returning items?
- Is a refund available if I have changed my mind about a product?
Reward Partners FAQs
General Rewards Team FAQs
1. Can I transfer my reward points to someone else?
Yes. Your reward points are fully transferable.
2. Am I able to earn bonus points?
Yes. You can earn bonus points when spending points in the web shop. Products with bonus points attached will be well displayed on the web site.
Mortgage Rewards FAQs
3. How many points will I receive on my home loan?
Points will vary depending on your loan balance, the lender and the broker selected. For further information speak to a participating Rewards Team Broker.
4. I've just joined the rewards program, when will I start receiving my points?
You will start receiving Reward Points within 12 weeks of settlement of your property. This is due to processing times with various lenders.
5. How will I know how many reward points I have accumulated?
Your personal account will be updated with points every month. You can log in to the members area at any time and check on your current points balance.
6. Will I receive the same amount of reward points each month?
Your Reward Points will vary depending on your monthly loan balance.
7. Can I use the reward points to help pay off my mortgage?
Yes. You can have all or part of your reward points placed directly into your loan. Our Mortgage Minimisation program can help pay off your home loan earlier. In some cases this could mean years off your loan.
8. Am I only able to receive reward points on a standard home loan?
You will get rewards on all types of home loans.
9. When will my points be processed?
Points will be processed at the end of each month and will be updated to your account at the start of each month.
10. I have more than one home or investment property, can I receive reward points on all properties? Can I consolidate all my reward points?
Yes. You will receive reward points on all your loans as long as your loans have been arranged through a participating Rewards Team Broker. You can have all your reward points allocated to the one account.
11. What is a Mortgage Broker and what services can they provide me with?
A Broker is an expert in Mortgages. They can provide you with access to many different lenders and will help you to choose the best products for your individual situation. A broker has the financial knowledge to fully assess your lending needs and can help you to save many thousands of dollars, and cut years off you loan repayments. Brokers provide a free service and can even come to your home at a time that suits you. They will manage your loan needs all the way from assessment to settlement of your new property.
12. What qualifications do the Rewards Team Brokers have?
To become a participating Rewards Team Broker, a mortgage broker must meet strict selection criteria by The Rewards Team to ensure that you are dealing with a broker with appropriate experience, qualifications and accreditations.
13. How will I know that a participating Rewards Team Broker has the appropriate experience and qualifications?
We fully assess all Brokers who want to become participating Rewards Team Brokers. They must provide us with copies of their qualifications and registrations. You can ask your Broker to provide you with evidence of their qualifications when you meet. They will be happy to provide you with any information you need to feel comfortable.
14. Can I arrange a meeting with a broker out of office hours?
Yes. A Broker will be happy to meet with you at a time and location convenient to you.
15. Can I contact a broker in my area?
Yes. We can provide you with access to many Brokers in your area.
16. Do the participating Rewards Team Brokers work directly for The Rewards Team?
No, the participating Rewards Team Brokers are independent brokers.
17. I don't have a computer, can you get a broker to call me?
Yes. Simply call our friendly staff and they will organize for a Broker to call and assist you.
18. Why can't I get reward points if I use a franchise mortgage Broking company?
You can only get reward points if you choose to use a participating Rewards Team Broker.
19. I would like to use my own broker, is this possible?
Yes. Simply let us know your brokers contact details or provide your broker with our contact details. Let your broker know that you want to be part of our program. If the broker is eligible we will contact them and assist them to become an independent participating Rewards Team Broker. Please note that not all Brokers are eligible to use our system. We only work with Brokers who are of the highest standard. Brokers must have the correct qualifications and registrations and must be independent members.
20. Are you paying commissions to the participating Rewards Team brokers?
No, mortgage brokers are paid commission from the lender.
Online Shop FAQs
21. Will I be charged for delivery?
No, delivery is included in the cost.
22. Who should I contact if I don't receive my order within this time?
Please contact The Rewards Team on 1300 303 160 who will be happy to track your order.
23. The goods I received were faulty on arrival, who do I need to contact?
Please contact The Rewards Team on 1300 303 160. If your problem requires help from the manufacturer, those details will be provided.
24. Why do I need to provide my Card Verification Code (CVC)?
The CVC is a 3 digit number that appears on the back of your Visa or Mastercard. In the case of Diners Club and American Express cards it will be a 3 or 4 digit number on the front of the card.
This number is required for security purposes as it verifies that the person using the card to place the order is the holder of the credit card.
25. Is it safe to use my credit card online?
Yes, The Rewards Team website is a fully secured website using 128-bit SSL encryption. Please see SECURITY in the terms and conditions section.
26. I don't have enough points & would like to buy a product from the online shop?
You are able to pay the difference using a credit card.
27. Can I change the delivery address once I have placed my order?
Delivery addresses can be changed if The Rewards Team has been notified before expected dispatch. Please call The Rewards Team on 1300 303 160 to verify the delivery status of your order before proceeding.
28. Can my order be sent to a PO Box address?
PO Box addresses are welcome. Golf orders to a PO Box address though may require an alternative, or a care-taker arrangement to be made with the Post Office in question.
29. What is the standard policy if there are delays in delivering?
Should any delay occur you will be contacted by a member of The Rewards Team who will advise you of the new delivery details.
30. I received a different item to the one I ordered, how can this be amended?
Please contact The Rewards Team on 1300 303 160. We can trace your order, confirm the details and arrange for return and replacement of goods.
31. When will I be advised if an item I have ordered is currently out of stock?
You will be advised within 3 working days of your order being received by The Rewards Team. Please ensure a daytime phone number is supplied so we can keep you up to date.
32. Will the item(s) I have purchased come with a warranty?
Yes, a warranty document will be issued with the item(s).
33. What is the normal delivery time & how are items shipped?
Please allow for 14 days delivery. This covers transit time and possible delays in stock from suppliers. Items are shipped via the Australia Post eParcel service. These are registered parcels and must be signed for as a security measure. All golf packs require direct delivery from the manufacturer by courier. Please provide an attended daytime delivery address to ensure it reaches you safely.
34. Can I arrange for my order to be sent to my place of work?
Yes, this is recommended as all parcels must be signed for when received and work addresses are more often than not attended during business and delivery hours.
35. Can I cancel my order?
Once an order is made, you are unable to cancel your order.
36. When will you charge my credit card?
Your credit card will be debited within 7 working days when an order has been placed.
37. Can I use someone else's credit card to place an order?
No, for security purposes you cannot use someone else's credit card to place an order. The name on the card must match the name of the person placing the order.
38. Will I receive a tax invoice with the item(s) I have ordered?
No, you will not receive a tax invoice, only a warranty document. Should your require a tax invoice, please contact The Rewards Team on 1300 303 160.
39. What is your policy for returning items?
Items may only be returned if they are faulty or a wrong item has been received in error. Please contact The Rewards Team on 1300 303 160 should you receive such an item.
40. Is a refund available if I have changed my mind about a product?
We are not able to offer a refund if you change your mind about a product.
Reward Partners FAQs
41. My company is interested in becoming a Reward Partner, who do I need to contact to discuss this further?
Please contact us via the email contact section on the web site, or phone our friendly staff. We will then have a Reward Team representative call you to assist with your questions.