Part of our obligations as a licensed credit provider are to provide you with a Credit Guide when you are likely to enter into a credit contract with us. Included in this guide is information Installment Loans Pty Ltd and our obligations as a responsible lender, dispute resolution processes.
Assessing your suitability
To comply with the National Consumer Credit Protection (NCCP) Act we must not offer credit to you or increase your credit limit if the contract is unsuitable for you. Credit contracts are deemed as unsuitable if at the time of application:
- (a). You are not able to meet your financial obligations under the contract.
- (b). Meeting your repayment obligations will cause substantial hardship to you.
- (c). The contract does not meet your needs.
Your suitability will be assessed before you enter in a new credit contract or increase the limit of an existing one.We must provide a copy of our assessment to you on request at no charge:
- (a). Before you enter into a credit contract (or increase the credit limit of a current contract).
- (b). Within 2 years of entering into/updating the credit contract, we must give you a copy of the assessment in writing within 7 business days of your request.
- (c). After two years from the credit contract date but within 7 years, we must action your request within 21 business days.
- (a). Your request is received more than 7 years after the contract was entered into.
- (b). Before you either enter into a credit contract or we increase your credit limit on existing credit contract you may have with us.
Installment Loans Pty Ltd provide our customers with readily accessible, free internal and external dispute resolution processes.
What is a dispute?
Disputes arise when you complain to Installment Loans Pty Ltd regarding a service or product are dissatisfied with the response, we give you.
How do I resolve a dispute?
The first step is to contact our Internal Dispute Resolution team in writing detailing your dispute. To ensure the fastest possible turnaround times, please provide us with as much information as possible.
Internal Dispute Resolution
To access internal dispute resolution please contact our IDR Officer with the details of your dispute. This can be done via mail, email, fax or on our website.
You will be notified in writing of the outcome of your dispute and the reasons for this outcome by the IDR officer. If you are unhappy with the outcome you can utilise our external dispute resolution scheme at no charge.
You do not have any obligations to pursue disputes with Installment Loans Pty Ltd using their internal dispute resolution procedures.
You may commence legal proceedings at the same time as you are utilising the internal dispute resolution procedure.
Installment Loans Pty Ltd IDR procedure does not waive any of your legal rights according to the law or any contract between you and Installment Loans Pty Ltd. Contracts may include but are not limited to: loan contracts, guarantees, terms and conditions of account(s).
External Dispute Resolution
This is a free service established to provide you an independent external body to resolve specific complaints.
External Dispute Resolution requirements:
Firstly, you need to attempt to resolve your complaint with us via our IDR service.
You may contact our external dispute resolution scheme if:
1. Your complaint is unresolved after seeking internal resolution; or
2. If you need legal advice.
They will take legal principles, industry codes, good industry practice and relevant determinations of previous similar cases by the AFCA or their predecessors. Their contact details are below:
If you need more information regarding AFCA and their Terms of Reference visit their office or website.
What if I have questions or need more information?
If you need more information about the services offered by Installment Loans or this guide, please contact us using the details below: