terms and conditions

1. Responsible Lending Obligations

Under the National Consumer Credit Protection Act 2009 (NCCP Act), we are required to ensure that any credit assistance provided — including new loans, loan increases, or consumer leases — is not unsuitable for your requirements and financial circumstances.

To comply with these obligations, we must:
•⁠ Make reasonable inquiries about your requirements and objectives.
•⁠ Make reasonable inquiries about your financial situation.
•⁠ Take reasonable steps to verify your financial situation.

If you are unwilling or unable to provide the necessary information, we may be unable to offer you credit assistance or make a product recommendation.

A credit product will be considered unsuitable if:
•⁠ It is likely that you could not meet the repayment obligations, or could only do so with substantial hardship.
•⁠ It does not meet your stated requirements or objectives.

Example: If you would need to sell your principal place of residence to meet repayments, it is presumed the credit product would result in substantial hardship, unless proven otherwise.

2. Our Credit Assessment

You may request a copy of our Preliminary Credit Assessment at any time within seven (7) years from the date on which credit assistance was provided.

Please note:
•⁠ A Preliminary Credit Assessment will only be available if credit assistance has been provided.
•⁠ You are solely responsible for conducting independent inquiries regarding property values and future capital growth.
•⁠ Any valuation obtained by us is for internal use only and should not be relied upon for investment or decision-making purposes.

3. Best Interests Duty

As a licensed credit assistance provider, we are legally bound to act in your best interests when providing credit advice or product recommendations.

This includes:
•⁠ Ensuring all loan product recommendations align with your personal circumstances, financial objectives, and goals.
•⁠ Clearly documenting and explaining the reasons for any recommendation made.
•⁠ Disclosing any actual, potential, or perceived conflicts of interest, and prioritising your interests above our own and those of third parties.

4. Fees Payable by You

•⁠ We (the licensee) do not charge you any fees for credit assistance services.
•⁠ We are remunerated via commissions paid by lenders.
•⁠ In some cases, a credit representative may charge a broker fee.
•⁠ Lenders may also charge application, valuation, or settlement fees.
•⁠ All applicable fees will be fully disclosed to you before any credit assistance is provided.

5. Commissions Received by Us

•⁠ We may receive commissions from lenders and lessors in relation to the arrangement of your finance.
•⁠ These commissions are not payable by you and typically range from 0.60% to 0.75% of the total loan amount.
•⁠ A full disclosure of commission arrangements will be made, and further details are available upon request.

6. Commissions Payable by Us

•⁠ We may pay referral fees or commissions to third parties — including real estate agents, accountants, lawyers, call centres, or other referral sources.
•⁠ These payments form part of standard business arrangements and do not affect the amount payable by you.
•⁠ We will disclose any applicable referral arrangements, and further details can be provided upon request.

7. Dispute Resolution

a. Internal Dispute Resolution (IDR)

If you have a concern or complaint about our services:
•⁠ Please first raise the issue with your credit assistance provider.
•⁠ If unresolved, contact our Internal Complaints Officer (contact details are included in your Key Information Document).
•⁠ Complaints may be made verbally or in writing.
•⁠ We aim to resolve all complaints promptly and will notify you if the process is expected to take more than 30 calendar days.

b. External Dispute Resolution (EDR)

If we are unable to resolve your complaint internally, you may escalate the matter to our External Dispute Resolution Scheme:

[Insert name of EDR provider, e.g., Australian Financial Complaints Authority (AFCA)]
Phone: [Insert number]
Website: [Insert website]
Email: [Insert email]

This service is free of charge and operates independently to assist consumers in resolving disputes fairly and impartially.

8. Important Disclaimers

•⁠ We do not make representations or provide guarantees regarding the value, performance, or future prospects of any property that may be financed through us.
•⁠ We do not offer legal, tax, or financial advice. You are strongly encouraged to seek independent professional advice to fully understand the legal, financial, and tax implications of any loan, lease, or financial product.
•⁠ You are solely responsible for ensuring that you understand and comply with the terms and obligations of any loan contract entered into.

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