Complaints Policy

Notify us of the complaint

Whilst we take client complaints very seriously, we cannot deal with them unless we know about them. Although we would prefer that you advise us by email or through our website, you can let us know in any way you find convenient, whether by personally advising, telephoning us, writing a letter, sending a fax, emailing or lodging it on our website.

Generally, we will be in a position to deal with the matter immediately. If we are unable to do so immediately, the matter will be referred to a more senior person. It is our intention to deal with all matters of complaint as quickly and as efficiently as possible.

Complete complaint documentation

Where the matter cannot be resolved to your satisfaction within 24 hours of you making a complaint, details of it will be recorded in our Complaints Register. If we do not have enough information, we will get it from you. We may ask you to complete a complaint form, which you will find here. Where your complaint is made orally, the staff member will fill out the complaint form on your behalf.

Notification

We will notify you in writing within 2 business days of the receipt of your complaint. We will also notify you of the procedures we will undertake as a result of your complaint.

Investigation

Your complaint will be investigated. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:

Name: Complaints Officer

Email: [email protected]

Outcome

The matter will be resolved within 21 days of receiving your complaint.

Referral to our External Dispute Resolution Scheme

If you are not satisfied with the resolution proposed by us, you can take the matter further.

If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of the Australian Financial Complaints Authority (AFCA), one of the schemes approved by ASIC.

The contact details for AFCA are as follows:

Australian Financial Complaints Authority

Phone: 1800 931 678

Fax: 03 9613 6399

E-Mail: [email protected]

Mail: Australian Financial Complaints Authority Limited GPO Box 3, Melbourne VIC 3001

Website: www.afca.org.au

If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.

The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:

Privacy Commissioner

Phone: 1300 363 992

Fax: 02 9284 9666

Mail: GPO box 5218, Sydney NSW 2001

E-Mail: [email protected]

Website: www.privacy.gov.au

Complaint form: https://forms.business.gov.au/aba/oaic/privacy-complaint-/

Except for the provision of documents where you request them from us, there is no charge to you for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.

Factor In Costs

You won't use a penny to apply for our lender-finding service, but here's some costs you could expect from a lender

Loan amount

$300 - $2,000

Terms

16 days (minimum)

12 months (maximum)

Costs

20% upfront establishment fee

+ 4% monthly fee

Example

Representative example based on a loan of $1000 over 6 months a borrower can expect to pay a total of $1440.

Disclaimer: Under the current legislation, all Small Amount Credit Contract loan providers don’t charge an annual interest rate. The maximum you will be charged is a flat 20% Establishment Fee and a flat 4% Monthly Fee. The minimum loan term is 16 days and maximum loan term is 12 months. Representative example based on a loan of $1000 over 6 months a borrower can expect to pay a total of $1440.

Loan amount

$2,100 - $4,600

Terms

12 months (minimum)

24 months (maximum)

Costs

47.8% Annual Percentage Rate (APR)

65.85% Comparison Rate p.a.

Example

Representative example based on a loan of $2500 over 24 months a borrower can expect to pay a total of $4,556.88.

The maximum interest rate for a Medium Amount Credit Contract is 47.8%. Comparison Rate 65.85% p.a. The maximum loan term is 24 months. Representative example based on a loan of $2500 over 24 months a borrower can expect to pay a total of $4,556.88. WARNING: This comparison rate is valid only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate with the lender that finances your loan. Credit criteria and terms and conditions apply.

Loan amount

$5,000 - $15,000

Terms

12 months (minimum)

24 months (maximum)

Costs

47.8% Annual Percentage Rate (APR)

47.8% Comparison Rate p.a.

Example

Representative example based on a loan of $10,000 over 36 months a borrower can expect to pay a total of $18,995.04.

This is an estimate only and the comparison rate based on the example information provided. Other fees, costs and charges are not included. This calculation is not an offer for credit.The maximum interest rate for a Personal Loan is 47.8%. Comparison Rate 47.8% p.a. The maximum loan term is 24 months. Representative example based on a loan of $10,000 over 36 months a borrower can expect to pay a total of $18,995.04. WARNING: This comparison rate is valid only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate with the lender that finances your loan. Credit criteria and terms and conditions apply.