Information

Statement Of Authorisation

Scope of Authorisation

As an authorised credit representative of Australian Credit Licence No. 389527, we are authorised to engage in the following types of credit activities under the National Consumer Credit Protection Act 2009 (NCCP Act):

• Providing Credit Assistance — Assisting consumers in applying for, varying, or remaining in credit contracts or consumer leases with credit providers or lessors.
• Acting as an Intermediary — Acting as an intermediary between consumers and credit providers to facilitate the application, variation, or ongoing management of credit contracts.
• Credit Assessment and Recommendation — Conducting assessments to determine the suitability of credit products for consumers based on their financial situation, needs, and objectives. Providing recommendations on credit products that meet the consumer's requirements and are not unsuitable.
• Referring Consumers to Credit Providers — Referring consumers to credit providers with whom we have agreements in place and assisting them in understanding and completing the required documentation.
• Providing Information and Advice — Offering information and general advice about credit products, features, and options available in the market.

Details Of Authorisation

Specific Authorised Activities

• Personal Loans — Assisting with personal loan applications, including unsecured and secured personal loans.
• Car and Asset Finance — Facilitating applications for car loans and other asset finance products, including novated leases and chattel mortgages.
• Consumer Leases — Assisting with consumer lease agreements, ensuring compliance with consumer protection regulations.

Complaint Handling Process

Dispute Resolution Policy

At ADVISING FINANCIALS PTY LTD our aim is to provide our customers with superior service, but we know that despite our best efforts sometimes things can go wrong. If you have any concerns with the level of service received it is important that we are aware of the issues and have an opportunity to restore your confidence.

We understand that a concern which is left unresolved can lead to a negative lasting impression and we strongly recommend that in the first instance you speak with the person with whom you originally dealt to see if an amicable outcome can be achieved.

If after speaking with your contact you still feel the matter has not been resolved, we invite you to escalate the matter via a complaint to our Dispute Resolution Officer for further investigation.

To assist us, we ask that you clearly explain all matters relevant to the issue and the remedies you seek. Upon receipt we will contact you if any further information is needed.

Investigating Complaints

When we receive a complaint, the Dispute Resolution Officer will attempt to resolve it promptly. We will observe the following principles:

1. There is no requirement for face-to-face contact between us, although it may be useful to come to a satisfactory resolution.
2. We expect that both parties will make a genuine attempt to resolve a complaint promptly.
3. We expect that both parties will provide all essential and relevant information, documents, written statements, and any other materials that may properly and reasonably be believed to assist in resolving the complaint.
4. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Unless there are exceptional circumstances, we will in all instances respond within 30 days of receipt of the initial contact. If we are unable to resolve the complaint within 30 days, we will advise you of the reason for the delay and specify a date when a decision can be reasonably expected.

Our External Dispute Resolution Scheme

If we do not reach agreement on your complaint, you may refer the complaint to the ASIC Approved External Dispute Resolution Scheme managed by the Australian Financial Complaints Authority (AFCA).

The External Dispute Resolution scheme is a free service established to provide you with an independent mechanism to resolve specific complaints. Time limits may apply, so you should act promptly or consult the AFCA website to find out if a time limit applies to your circumstances.