Coronavirus update from Steven Cain, CEO Coles Group

13 March 2020

Dear Coles Customers,

As the situation around Coronavirus continues to develop, we believe that everyone in the community should have access to their share of grocery items, particularly the elderly.

Following the toilet paper restrictions introduced last week we have seen compassion from customers respecting these limits.

Our team members and suppliers have also been working as hard as possible delivering more products to stores every day and stocking shelves as quickly as possible. I would ask all customers to continue to respect and support our team members and our Customer Care and Coles Online call centres, particularly if a product is unavailable or the checkout queues are longer than normal.

To continue to allow everyone the opportunity to purchase staple items, we will be implementing a couple of further changes throughout our stores:

  1. From Saturday we will limit the purchase of pasta, flour, dried rice, paper towels, paper tissues and hand sanitisers to 2 items per customer. We will also be introducing some additional limits on certain items in each store. These can vary between stores, so please visit your local Coles for more information.
  2. From today we will be temporarily suspending our change-of-mind refund policy to discourage over-purchasing. If you have already purchased additional items you no longer want, please look at donating them to community organisations or neighbours who have been struggling to purchase them during this time.

Further information on Coronavirus can be found at in new window

Thanks for your ongoing support and patience in these unprecedented times. We will get through this together!

Best wishes,

Steven Cain
CEO, Coles Group