We are required to give you this guide by law. It acknowledges your right to ask us about any assessment we may
make, our financial services and where appropriate, the recommendation of using one loan product over another. In
the unlikely event you may be dissatisfied with what we do or have done, this guide also provides direction on
what you need to do to remedy your dissatisfaction.
LOAN SUITABILITY AND ASSESSMENT
Before we can recommend any financial product to you, the law requires that we make an assessment of your
current financial situation and objectives to ensure any loan product we may offer meets your needs. To do this, we
will make reasonable enquiries and ask you to provide verifiable information directly or, where we deem it
appropriate, we may obtain it from others whom we may contact. Some of these steps may be required by law.
Please note we will not allow you to enter into a loan contract or increase a credit limit on any existing loan
(a) it is likely you could not fulfil, or only do so with substantial hardship, your financial obligations to us under
the contract; or
(b) you could only meet your financial obligations to us by selling your family's main home; or
(c) the loan contract will not meet your requirements or objectives; or
(d) any regulation under the National Consumer Credit Protection Act 2009 (Cth) prohibits us from doing so.
Should you want a written copy of our assessment, free of any charge, you may ask us to provide it:
(a) before you either enter into a loan contract or we increase your credit limit on any existing loan contract you
may have with us; or
(b) at any time up to seven (7) years from the date you signed the contract or obtained the credit limit increase on a
particular loan contract with us.
The law imposes time limits on us giving you this information. We have seven (7) business days from when you
make your request to supply it if your enquiry is made within two (2) years of the date you entered into the loan
contract, otherwise we have twenty one (21) business days to do so. If we have bought your debt from your original
credit provider, we have an additional eight (8) and four (4) days to comply.
Note: - We are not obliged to give you a copy of the assessment where we do not provide you with the loan or
increase the credit limit.
Business relationships are built through trust, openness, honesty, integrity, consistency and respect towards others.
Sometimes, though, there may be differences of opinion, particularly when things don't quite work out the way you
intended when you took out the loan. We recognise communication is the key to solving these difficulties and the
steps below will assist both of us quickly get our relationship back on track.
If you are dissatisfied with something we've done, we encourage you to phone us and explain your
Step 1. Step 2. Step 3.
If you're still not happy with our response, you should contact our Internal Dispute Resolution (IDR)
Manager, Chris Fisher by telephoning 07 5428 3622 as soon as possible. We may ask that you put
your complaint in writing to us so that we may investigate it further. You can email it to us on
Should you still be dissatisfied after using both of the above steps, you may contact our ASIC-approved
External Dispute Resolution (EDR) provider. You can contact them at no cost by writing to P.O. Box
via their website, http://www.creditombudsman.com.au/ . Please note that you must have gone
through our IDR process first before doing so. If you fail to do so, the matter will be referred back
to us to resolve in the first instance.