Statement on Sustainability Development Policy

Statement on Sustainability Development Policy


AEON Credit Service (Asia) Company Limited and its subsidiaries (the “Group”) adhere to the AEON Group corporate philosophy of “Peace, People and Community” by means of serving as the Group’s financial services provider. Sustainable development is fundamental to the vision, mission and core values of the Group. The Group’s operation is carried out not only in compliance with all applicable legislations in Hong Kong and other locations in which it operates, but also by giving priority to fulfilling stakeholders’ interests. The Policy sets out the principles that underpin the Group’s sustainable development.

Our Commitment to Stakeholders

The Group aims to best respond to its valuable stakeholders and contribute to the development of a sustainable society.


Commitment to Shareholders

  • Ensure reliable, effective and timely communication with shareholders so that they are able to make informed decisions
  • Achieve stable growth and returns through innovative and sustainable business practices
  • Maintain openness and transparency with shareholders


Commitment to Customers and Business Partners

  • Provide prompt, efficient and courteous service to achieve customer satisfaction
  • Engage and seek contributions from business partners and suppliers in achieving business sustainability together with the Group
  • Value customers’ opinions and continue to work diligently to earn their trust and meet their expectations
  • Strive to continuously improve the effectiveness in which quality services and products are delivered


Commitment to the Community

  • Support the development of the young generation so as to enable them to realize their full potential
  • Support local environmental initiatives through participation in environment-related activities
  • Support the local community in advancing financial inclusion initiatives, in particular, expanding the access of underserved markets to affordable financial services
  • Create a human-centric future where financial services are positioned around customer needs and wants and social priorities


Commitment to People

  • Commitment to foster a positive, safe, comfortable and rewarding workplace culture in which employees are treated fairly, equitably and respectfully
  • Support employees in achieving work-life balance
  • Build a diverse and inclusive workplace as well as create a fair and non-discriminatory environment where employees can reach their full potential


Commitment to the Environment

  • Work proactively to minimize the environmental impact arising from the Group’s operations, in terms of CO₂ emissions from transportation, waste management, and energy and resource consumption, as well as from the purchase of goods and /or services
  • Establish environmental goals and targets and conduct periodic reviews
  • Encourage and support environmental protection activities, reforestation and other related social programs

Management Approach on Sustainability Development

The Board of Directors (the “Board”) is accountable for establishing the overall sustainability development framework, strategy formulation and implementation of the Group’s sustainability initiatives. The Sustainability Committee (the “Committee”) is established to identify sustainability objectives and approaches, as well as execute related strategies. The Committee will regularly report to the Board at a frequency as defined in the Terms of Reference of the Sustainability Committee.

The Group will regularly evaluate this Policy, or at a time deemed appropriate, to ensure that it aligns with new market developments and requirements.


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AEON Branch


AEON Branches locations?

Customer can click here to visit AEON Branches locations.

What kinds of payment methods are available?

Repayment can be made through PPS, bank autopay, HSBC payment service, JET payment and cash payment at convenience stores. For details, please click here.

How to operate the hotline system?

Customer can click here to visit AEON hotline system.

How to contact AEON merchant team for business opportunity?

Our merchant team can be reached at 2239-9407 or click here to contact us through email.

What channels are available for AEON Cash Advance application?

AEON Cardmember is able to perform Cash Advance service through “AEON HK” Mobile App, AEON Netmember service, AEON Customer Services Hotline at 2895 6262, or non-AEON ATM network.

What channels are available for set or change of Personal Identification Number (PIN)?

AEON cardholder is able to set or change PIN through “AEON HK” Mobile App*, click here for detail.

* Mastercard with card expiry date earlier than 09/2025 can only request for reissue PIN.
What channels are available for Cash Advance balance check?

AEON cardmember is able to check Cash Advance balance through “AEON HK” Mobile App, AEON Netmember service, contact AEON Customer Services Hotline at 2895 6262, or by non-AEON ATM network.

What types of loan are offered from AEON?

AEON provides AEON Personal Loan; Tax Loan and Home owner Loan. Click here for detail.

How to apply for AEON loan?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.
To apply online, please click here.

Approval process of loan application?

Step 1: Receive application
Step 2: Review information provided
Step 3: Consider the credit report
Step 4: Loan confirmation
Step 5: Loan amount can be released in cash at AEON Branch or requested to transfer to designated bank account.

What is extension charge?

If the loan draw down date falls into the 11th to the last date of the month, an extension charge will be charged on the loan amount calculated on a daily basis from the date of the loan draw down to the sales cut-off date (currently on the 10th of the month).

What is TransUnion Limited?

Please refer to

How to check the result of application?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.

How to apply for AEON Credit Card?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.
To apply online, please click here.

Approval process of credit card application?

Step 1: Receive application
Step 2: Review information provided
Step 3:Consider the credit report
Step 4: Card Approval
Step 5: Card will be mailed to Customer's home address or can be picked up at AEON Branch

How to obtain a copy of cardholder agreement?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

How to obtain a copy of credit card fee schedule?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

What is credit card instalment plan?

At designated merchants, AEON Card member can make use of credit card instalment to pay for goods or services.  The repayment amount will be charged to the card account every month, up to 24 months.

How to obtain a copy of card instalment plan terms and conditions?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

How to draw cash from credit card account?

Card member can draw cash from the card account through AEON Branch, ATM network, by phone or through website. For details, please click here.

Where to check discount merchants offers?

Customer can click here to visit AEON discount merchants offers.

What is One-time Password (OTP)?

OTP Service is a security feature provided by AEON. When you make an online transaction with your AEON Visa cardAEON Mastercard or AEON JCB card at a participating 3D Secure online merchant, you will receive a 6 digits OTP through an SMS to your registered mobile number. Simply enter the OTP to authenticate your transaction.

How to register the OTP Service?

No registration is required for OTP Service. And there is no service charge for this service. The OTP SMS will be sent to your mobile number.
Please ensure your registered mobile number with us is valid and updated.

Why do I need an OTP Service? What are the benefits of OTP?

OTP Service provides an extra security protection against online fraud. When you make an online transaction with your AEON Card at a participating 3D Secure online merchant, an OTP is required for the transaction authentication. With the implementation of this password authentication, should your credit card information be pilfered for any reason, they will not be able to use your credit card for the online transactions without the OTP sent to your registered mobile phone.

Do all online transactions require an OTP?

No. OTP is only required for online merchants that support the 3D Secure authentication protocol.

Does an OTP expire? What happen if I enter the wrong OTP 3 times in a row?

The OTP expires in 3 minutes after it is issued. If cardholder is unable to enter the OTP to complete your online transaction before the OTP expires, you can click "Resend OTP" button on the transaction webpage in order to receive another valid OTP on your registered mobile number. You can re-submit the new OTP to complete the transaction.
Please note that the "Resend OTP" function can only be used 3 times for each transaction. If cardholder uses the "Resend OTP" function for 3 times in a row without entering the correct OTP, you will be unable to complete the transaction. You will have to contact our Customer Service Hotline 2895-6262 to activate the service.
If you are unable to complete the transaction with a valid OTP, the transaction will be declined.

Can I receive an OTP when I am overseas?

If cardholder is overseas and using overseas mobile service providers, the service provider may not support receipt of international SMS. Please bereminded to turn on your mobile phone and activate your roaming service to ensure you can receive the OTP SMS to complete the online transaction when you travel to overseas. Please consult your telecommunication service provider for details.

If my registered mobile number is not a Hong Kong mobile number, will I receive the OTP?

No, the service is only available for Hong Kong mobile number, to use this service cardholder would have to update your registered mobile with a Hong Kong mobile number.

How do I update my mobile number if I did not provide a valid mobile number?

If cardholder does not have a valid mobile number in our record, you would not be able to make successfully transactions. We suggest you to update your mobile number with us immediately through "AEON HK" mobile app or visit our branch  [Click Here] .

What is "AEON Netmember Service"?

Through "AEON Netmember Service", customer can review credit card e-statements, loan or hire purchase account payment advice. Our bill payment service allows customer to pay for over 400 organizations' bills. Moreover, customer can redeem gifts and cash coupons with Bonus Points, apply credit card or loan through the AEON Netmember Service. Stay tuned, more online services will be coming soon.

How do I apply for "AEON Netmember Service"?

All AEON customer can register for the online service through AEON Netmember Website or "AEON HK" Mobile App. 

  1. Fill in the required personal information
  2. Receive and input one-time password to verify the registered mobile number and email address (if any)
  3. Create username and password

Can I register for more than one "AEON Netmember Service" user account?

Each customer can register only once and have only one "AEON Netmember Service" user account. Once you logon to the account, you can view all the eligible accounts under your name with AEON.

Is there any fee for the registration and usage of "AEON Netmember Service"?

AEON Netmember Service is free of charge.

What should I do if I forget my username or password?

If customer forget your username or password, please click "Forget Username/Password" in the login page. You have to provide your personal details for verification. If the provided information matches with our record, we will send your username with a one-time password by SMS. After verification, you can reset a new password.
If you have not received the one time password by SMS, please call our Customer Service Hotline at 2895-6262.

What is “AEON HK” Mobile App (“Mobile App”)?

“AEON HK” Mobile App is a digital platform through which, customer can conveniently and safely access their accounts and check transaction history with just a few clicks. For more details on Mobile App features, please click here.

Is there any fee to use the Mobile App?

AEON will not charge for download and use of the Mobile App. However, customer may be responsible for any mobile data usage fee while accessing our Mobile App service. For details, please refer to your mobile network provider.

How can I download the Mobile App?

To download the Mobile App, customer can simply go to App Store or Google Play Store and search for "AEON HK".

How can I logon to the Mobile App?

For customers who has registered for "AEON Netmember Service": Login "AEON HK" Mobile App by entering username and password, or login with the enabled biometric authentication.
For customer who has not signed up for "AEON Netmember Service", please click here or register via "AEON HK" Mobile App.

What mobile phones can support the Mobile App?

The Mobile App is compatible with the following mobile phones:
• iPhone with iOS 13 or above
• Android phones with version 10.0 or above
Please be noted that tablet models and some specific mobile phones may not support the Mobile App.

Can I logon “AEON Netmember Service” and “AEON HK” Mobile App with a "Virtual Private Network", as known as VPN?


Why am I requested to change my login password after the update?

To enhance the protection of our customers, existing customers must set a new password when logging in for the first time to meet the security requirements of the new service platform.

How to apply for Octopus Automatic Add-Value Service?

Application form can be obtained from AEON Branch or downloaded from AEON website. For details, please click here.

Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?

AAVS can be linked with all types of Octopus.

How can I apply for AAVS?

To apply for AAVS, you must be aged 18 or above and have a credit card issued by AEON Credit Service (Asia) Co., Ltd ("AEON"). Each Octopus Holder can have maximum 3 AAVS linked with 3 different financial institutions' credit card. Each Octopus Holder can apply maximum 3 AAVS for his/her family members or friends. Each Octopus Holder can have maximum 6 AAVS accounts (3 for Octopus Holder + 3 for family members or friends).

Can I apply for AAVS for more than one Octopus?

You can apply for AAVS for up to three Octopus through three different financial institutions.

I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?

There are two possible causes:

i. The application has not yet been approved by AEON.
Note: AEON will issue a notification letter with instructions for activation of the AAVS upon approval of your AAVS application.

ii. AAVS for the Octopus is not yet activated.
Note: After you have received the notification letter, you should bring the letter and the Octopus to any MTR Customer Service Centre to activate AAVS on your Octopus. If you have an Octopus PC Reader, you can activate the service through Octopus PC Reader Service at our website.

Why has my AAVS application been rejected?

There can be several reasons:

i. You may already have an existing Octopus linked with AAVS through AEON.
Note: You may apply for AAVS for up to three Octopus through three different financial institutions.

ii. If apply for AAVS for family members, friends or relatives, AEON may require that the primary credit cardholder also holds an AAVS account at AEON.

iii. The application form is not properly filled out, or by other reasons that the application cannot be processed. If you have any enquiry, please contact AEON Customer Service Hotline on 2895 6262 or Octopus Customer Service Hotline on 2266 2222.

Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

For yourself, you can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above.

How can I cancel the AAVS?

Cancellation can be made by calling the Octopus Customer Service Hotline on 2266 2222. Upon receipt of your cancellation request, we will send an authorization letter for de-activating the AAVS function on your Octopus. Please bring the letter and the Octopus to any MTR Customer Service Centre within 7 calendar days to deactivate the AAVS function on your Octopus. You may continue to use the Octopus in the normal way after cancellation.

Note: Cancellation of AAVS must be made by the Octopus user, and not the credit card holder

How to redeem the gifts offered by AEON Bonus Point Program?

Redemption form can be obtained from AEON Branch or click here this link to redeem online.

How to earn bonus point?

Unless otherwise specified in the card application form, cardholders can earn one bonus point for every HK$1 spent on credit purchase.

What kind of transaction does not earn bonus point?

Cash advance, fees and charges (including finance charge, annual fee, late charge and any other charge), tax payment, casino chips and cancelled or refunded transactions will not be entitled to any bonus point.

Under what circumstance will bonus point be deducted? Why does bonus point become negative in my monthly statement?

Under normal circumstance, bonus points will be deducted for redemption. If there is any cancelled or refunded transaction in your card account after deducting the relevant bonus point,AEON will make adjustment on bonus points earned from the transaction. If the bonus point in your card account is less than the adjustment, there is a chance to show negative bonus point.

Example : You have 20,000 bonus points in your credit card account. After making credit purchase of HK$7,000 in a shop, the bonus point balance will become 27,000. If you redeem a piece of AEON HK$100 gift voucher bonus point will be reduced to 2,000 (require 25,000 AEON Bonus Points to redeem one gift voucher). If due to product detects, the merchant agree to cancel the transaction and refund HK$7,000 to your credit card account. Then AEON will deduct 7,000 bonus points from your credit card account. Because the current bonus point balance is 2,000, it will become -5,000 after the adjustment. If there is no new transactions exceeds HK$5,000, the bonus point balance will be shown negative in the statement of that month.

What should I do when bonus point balance is negative?

The new bonus points you earn will be used to offset the negative bonus points until the balance becomes positive in your card account.

Example : If the current bonus point balance is -5,000. And you earn 4,000 new bonus points by purchase spending HK$4,000 in a shop. These earned bonus points will be used to offset -5,000 bonus points. Thus, the bonus points balance will become -1,000 in the statement. The bonus point balance will become positive if you earn more than 1,000 bonus points.

Are all AEON Credit Cards eligible for redemption?

Cardholders of AEON Card JAL and AEON CARD WAKUWAKU are not eligible for the bonus point redemption program.

Is AEON supplementary cardholder eligible for redemption?

No, only AEON principal cardholder is eligible for redemption of supplementary card’s bonus points.

How to redeem?

1. Online – Select the item(s) you wish to redeem from our online catalogue at AEON net member bonus point page.
2. AEON mobile app – To register or logon to AEON Netmember through mobile app. Download "AEON HK" mobile app, please click here.
3. By mail – Complete the redemption form and mail to: 20th Floor, Mira Place Tower A, 132 Nathan Road, Tsim Sha Tsui, Kowloon, Hong Kong (Please specify "AEON Bonus Point Program")

How to check bonus point?

Accrued bonus points and their expiry date will be shown on the cardholder’s monthly statement. For your convenience, you can also view your bonus points any time through AEON Netmember Service.

How much is the Paper Statement Fee and when will it be charged?

Effective from statement of Jun 2021, Monthly Paper Statement Fee of HK$10 per statement will be debited in next month statement.

How can I avoid the Paper Statement Fee?

Customer can avoid the Paper Statement Fee simply by enrolling in the e-Statement service. You will be able to view, download and print out past statements via AEON Netmember and "AEON HK" Mobile App at anytime, anywhere.

Who will be eligible for the Paper Statement Fee waiver?

The charge will be waived for the Cardholders who will be aged 65 or above in a calendar year.
I was born on January 1, 1956 and will become 65 on January 1, 2021. Will I be charged the Paper Statement Fee if I have received paper statement in year 2021
No. Exemption is applicable to customers who reached 65 or above during the calendar year. Since you will be aged 65 in 2021, the fee will be waived.

How can I register for e-Statement service?

For New customer / Non-AEON Netmember
1. DOWNLOAD “AEON HK” Mobile App and check “e-Statement” after successful registration.
2. Visit AEON Website and click “LOGON” in the top right corner and register AEON Netmember service in the New User Registration.

*Customer who have registered for AEON Netmemeber service, e-Statement Service will be subscribed automatically

For existing AEON Netmember customers and receive Paper Statement
1. LOGON AEON Netmember Service1
2. Choose “e-Statement”
3. Click “Statement Setting”
4. Select “e-statement”23

1. Change statement option is only available on AEON Netmember, and not available in "AEON HK" Mobile App
2. If the statement setting is updated by 10th of the month, the new setting will be reflected in the current month’s statement.
3. Only principal cardholders can control the e-Statement settings for his/her supplementary card (limited to registered AEON Netmembers only).

If I update the statement setting, how long will it take?

If the statement setting is updated by 10th of the month, the new setting will be reflected in the current month’s statement.

If I have more than one AEON Credit Card, whether need to change for e-Statement service by each card?

Yes. As Principal Cardholder and Supplementary Cardholder will be supplied with separate monthly statements, Principal Cardholder required to change the statement option separately in each card.。
You will be charged for the fee if any paper statements are generated for Supplementary Cardholder during the period. Only principal cardholders can control the e-Statement settings for his/her supplementary card (limited to registered AEON Netmembers only).

How can I pay bills online?

You can choose the relevant payee from the merchant list and submit the payment.

What if I don't know the merchant code?

No merchant code is required upon making your payment. Simply select the merchant name(s) from the merchant list and input the bill account number(s).

What is the cut-off time for the bill payment service?

The cut-off time is 3:00 p.m. Any payment instruction received after 3:00 p.m. from Monday-Friday or Saturdays, Sundays and public holidays will be executed on the next business day.

Will I earn any AEON Bonus Point for transactions of the AEON Bill Payment Service? If so, how shall the bonus point be calculated?

Except tax payment transaction which will not be entitled to any AEON Bonus Points, AEON Credit Cardholders can earn AEON Bonus Points for transactions of the AEON Bill Payment Service.

Apart from special promotion or otherwise specified, every HK$1 spent in AEON Bill Payment can only earn AEON Bonus Point with AEON Credit Card. The maximum AEON Bonus Point that can be earned each month for bill payment transaction is equivalent to the credit limit amount of the card account.

Can I pay my AEON accounts using Bill Payment Service?

No, you cannot use Bill Payment Service to pay AEON accounts.

Which merchant categories will I have to pay 2% service fee?

2% service fee is applied to the following 2 categories:
- Credit Services
- Securities Broker

Are there any merchant(s) / category(ies) excluded from Bill Payment Service?

The below are excluded from this Service:
- Banking and Credit Card Service
- The Hong Kong Jockey Club
- Bill Type 03 of Inland Revenue Department

What is Real Time Payment?

Real Time Payment is a payment instruction that will be executed immediately upon your confirmation.

What are Scheduled Payment / Recurring Payment?

Scheduled Payment / Recurring Payment are payment instructions that will be executed on the specified date(s).

Can I make any amendments to the Scheduled Payment instructions?

You can amend your Scheduled Payment instructions in "Manage Scheduled / Recurring Payments" and the amendment must be done before 3:00 p.m. on the business day before the payment date.

What happens if I have set up a Scheduled or Recurring Payment instruction, but on the payment date I don't have enough credit limit in my credit card account to cover the transfer?

In that case, the payment instruction will not be executed. However, if your remaining credit limit is insufficient to make payment to the merchants in the "Public Utility" category, we may temporarily increase your credit limit up to a certain amount as determined by us at our absolute discretion in which case we will charge a handling fee of HK$100 which will be debited to your credit card account.

If I delete the pre-selected payee / merchant from the Scheduled / Recurring Payment instruction, will the relevant payment instruction still be processed?

In that case, the payment instruction will not be executed. We strongly recommend you to delete the payee/merchant if necessary after the payment instruction is successfully processed.

How do I know if a payment instruction has been successfully executed on the due date?

On the next business day after the payment date, you may login AEON Netmember anytime after 10 a.m. to check the transaction status in "Transaction Record" in "Bill Payment Service". Apart from checking online, you will be notified by email when your payment instruction has been executed.

Are there any restrictions on setting up Scheduled Payment or Recurring Payment instruction?

For Scheduled Payment, only one scheduled payment can be made for each registered bill. Also, scheduled date must be within 1 month.

For Recurring Payment, only one recurring payment can be made for each registered bill. The recurring payment term shall start from the 2nd month to the 12th month.

What is Mobile Security Key?

Mobile Security Key is a 6-digit PIN enabling customers to access online services:

Securely - Provides an extra layer of security by two-factor authentication

Instantly - Generates Security Token for access instantly

Conveniently - Generates Security Token regardless of mobile network

After the setup of Mobile Security Key, you can login and authenticate designated mobile transactions which require additional authentication for a higher level of security by using Mobile Security Key on "AEON HK" Mobile App.

You can also generate Security Token on your mobile to authendicate the login and designated online transactions on AEON Netmember Website.

For details, please click here.

What is Security Token?

After the setup of Mobile Security Key, customer can generate one-time Security Token on "AEON HK" Mobile App to login and authenticate access on AEON Netmember Website. There are 2 types of tokens:

Login Token - Login AEON Netmember Website

Transaction Token - Authenticate transactions on AEON Netmember Website

For details, please click here.

What is Security Token?

Yes. Generating Mobile Secure Key does not require mobile network.