Q. Who is IGA?
IGA is the number one independent retail grocery brand in Australia, proudly supported by Metcash Trading Limited. IGA is a collective of independent grocers. IGA stands for Independent Grocers of Australia. There are approximately 1300 grocers represented. The IGA brands exists across Supa IGA, IGA and IGA X-press outlets. IGA are owned and operated by locals.

Q. How does IGA Christmas Club work?
IGA Christmas Club operates in a similar manner to the commercial hamper companies. Members have money deducted from their bank accounts and a balance is accrued until a Christmas Club Gift Card is issued in November each year. The member nominates what day a periodical payment is made, the frequency of the payment (monthly, fortnightly or weekly) and the amount of the payment (a minimum amount is provided for).

Q. How do hamper offerings compare?
Commercial hamper offerings have the consumer nominate a box of products at the start of their membership and then the consumer pays off the box of products over the following period. The products in the box are fixed and may be substituted where the hamper company can’t obtain supply of products in time for Christmas. The total value of payments made usually exceed the recommended retail value of the hamper products.  

As a Christmas Club member, you have the flexibility to spend your money on what you want at your local IGA store and when it’s convenient for you. You’re not restricted by a brochure.

Q. Can I give a membership away?
You can join as a member of the IGA Christmas Club and gift the accrued membership to who ever you would like, friend or family member. You join as the member and the payments are taken from your bank account. You also nominate the recipient of the gift card and when the Gift Card is issued (in November) it is sent with an advice stating that it is a gift from the member. The member is also advised of the despatch of the gift card.

Q. How do I know my membership has been set up?
When your membership has been activated we’ll send you a welcome letter to confirm your membership and payment details.

Q. When are payments taken?
When you joined the IGA Christmas Club, you nominated the starting date and frequency of payments into your membership account. Payments are taken at the close of business on the date (and subsequent dates based on the frequency) that you nominated. If your payment date falls on a nationally observed public holiday your payment won’t be taken until the next business day.

Q. How often are payments taken?
You can nominate the frequency of payments. The choices available are weekly, fortnightly or monthly.

Q. Can I change the payment amount?
You can change the amount of a payment at any time by contacting a service officer. The amount can not be less than the minimum payment amount, which varies depending on the frequency of payments nominated.

Q. Can I change the frequency of payments?
You can change the frequency of your payments at any time by contacting a service officer. The amount cannot be less than the minimum payment amount, which is dependent on the frequency of payments nominated.

Q. Can I change the bank account payments are made from?
You can change the nominated bank account by advising us in writing and completing a new Direct Debit Authority. We can’t change bank account details over the phone as we require a signed authority before a payment can be made.

Q. Can I use my credit card or BPay?
Sorry, but at this time credit cards and BPay are not accepted.

Q. Can I make a payment/top up at an IGA store?
Sorry payments aren’t collected at stores. The Christmas Club is administered centrally and the nature of independent IGA retailers makes collection of transaction amounts impossible.

Q. My payment wasn’t made – what do I do?
If your bank has declined a Direct Debit request and dishonoured the payment for insufficient funds you don’t need to do anything unless it has happened more than 3 times in the Christmas Club membership year. If your payments have been rejected more than 3 times, your account may have been suspended and will remain so until you contact a service officer to discuss the situation.

Q. I’ve been charged a dishonour fee - why?
If your bank declines a payment they may charge you fee directly to your bank account. The IGA Christmas Club is charged a similar dishonour fee by our bank. The IGA Christmas Club may charge you a dishonour fee to recover the costs associated with the dishonour of your payment.

Q. My account is short on funds – can I stop the payment before it is taken?
If you know your bank account is short of funds it would be best to contact our service representatives and ask for your payment to be deferred. This can be done until 5pm, Monday to Friday (Melbourne time) before the payment is due to be taken at the close of business. Suspension is for a single payment only – the payment will resume immediately after the payment has been skipped. If your bank doesn’t honour the Direct Debit your membership will be charged a dishonour fee to cover the fees we are charged by our bank.

Q. Can I stop all of my payments?
If you wish to suspend your payment schedule please contact our service representatives (1300 554 268)  to discuss the options available to you.

Q. Can I make payments from an overseas account?
The only method of payment is via the Australian banking system’s Direct Debit system so we can’t accept international members at this time.

Q. When are payments taken?
When you joined the IGA Christmas Club, you nominated the starting date and frequency of payments into your membership. Payments are taken at the close of business on the date (and subsequent dates based on the frequency) that you nominated. If your payment date falls on a nationally observed public holiday your payment won’t be taken until the next business day.

Q. My details have changed – what do I do?
Please contact out service representative (1300 554 268) who will help bring your account up to date. If there has been a change to your bank account, we will need to receive a new signed Direct Debit Authority before payments can be taken from that account.

Q. Can I check my membership details?
You can check your membership details online or contact one of our customer service representatives (1300 554 268).

Q. Can I see all of my payments and transactions on my membership?
By logging into our website you can view all aspects of your account. If you don’t have online access you can contact our service representatives (1300 554 268).

Q. Can I receive my Christmas Club Card early?
Cards cannot be distributed prior to November of each year.

Q. I’ve moved – do you need to know?
We need to send your card or your gift membership advice to you in the first two weeks of November. Please keep your address details up to date with us, either by updating them online or by contacting our customer service representative (1300 554 268).

Q. Rolling over my membership each year?
Your membership will automatically roll over each year on the 31^st October of each year. You may wish to cancel the automatic roll over to contacting our customer service representative (1300 554 268).

You may cancel the automatic roll over with the period from 10^th November through to 30^th November of any calendar year (no cancellation fee will apply) Please refer to the full terms and conditions.

Q. When is my card issued?
The membership year ends 31 October each year. After a week the membership funds are finalised and despatched to the recipients, members and gift recipients.

You should receive your Christmas Club card in the second week of November.

Q. What happens if I don’t receive my gift card?
You should receive your Christmas Club card in the second week of November. If you haven’t received it please call our service representatives as soon as possible on (1300 554 268).

Q. Is there a value stored on my card?
There is a value associated with your card. There is no value stored on the magnetic stripe or anywhere on the card physically. The important thing is that the card details are held on the magnetic stripe and the EFTPOS terminal reads this information to enable a redemption request to be sent to IGA Christmas Club.

Q. My card is unreadable at the EFTPOS devices. What do I do?
If your card has become unreadable please contact our customer service representative (1300 554 268). They’ll arrange for a new card to be issued to you as you need a working card for redemption.

Q. Do I have to spend all of my money before Christmas?
No. Your card is valid for 12 months following the card issue. It will expire the following November. The exact date is printed on the card and/or the accompanying letter. If you want to leave some funds on your card until Australia Day, or even birthdays later in the year, you are welcome to do so.

Q. What happens if I don’t spend all of my money before the card expires?
In accordance with the terms and conditions any money left on the card once it expires the card may no longer be used, and the remaining value will be retained by the provider for the purpose of administration.

Q. My card has been lost or stolen – what should I do?
Where you have lost your card or it has been stolen please call our service representatives as soon as possible (1300 554 268). We can suspend the card once you inform us of the card loss and reissue a replacement card with the balance remaining in the card at the time we were informed.

Like all gift cards the IGA Christmas Club card is just like cash – please treat it with the same care you would treat a purse full of legal tender.

Q. Where can I redeem my card value?
At all participating IGA stores: Supa IGA, IGA and IGA X-Press. If you are unsure whether an IGA participates please ask the manager of the store and let them know you wish to make your Christmas purchases in their store.

Q. What can I buy with my card?
You can buy from the entire range at the participating store: Supa IGA, IGA, IGA X-Press or IGA+liquor. There are no restrictions on product choice.

Q. How many times can I use my card?
There is no limit to the number of times you can use your card – the only limit is the amount of money on the card. To purchase as many products as possible for your seasonal celebrations try to ensure that you buy products that you want when they’re on special.

Q. I’ve spent all the money on my card – what do I do with it now?
Once you’ve spent your account balance, you can dispose of the card or keep it as a collectable. The card can’t be used to reload with your next year’s balance, so we’ll produce new cards with a different design the following year.