CREDIT GUIDE

Assessment of unsuitability for a credit contract – our obligations and your rights

Before we can provide credit to you, we are required to make an assessment as to whether the proposed credit contract is ‘not unsuitable’ for you. To do this we must make reasonable enquiries and verify that:

• The loan will meet your objectives and requirements; and
• You can meet the proposed repayments.

We will not be able to provide credit to you if our assessment shows that:

• You will not be able to meet the proposed repayments without substantial hardship; or
• The loan will not meet your objectives and/or requirements.

We must also take reasonable steps to verify your financial situation. This will require you to provide certain documents to us.

Before entering into a credit contract, or at any time within 7 years of the date of the credit contract, you can request a written copy of our assessment. There is no fee for requesting a copy of our assessment.

If you ask to see our assessment within the first 2 years of the credit contract, we will provide you with a written copy of our assessment within 7 business days after we receive your request. Otherwise, we will provide you with a written copy of our assessment within 21 business days after we receive your request.

We will charge fees and interest in relation to the provision of credit to you. The standard fees charged are an Establishment Fee (charged at the settlement of your loan) and an Account Maintenance Fee (charged monthly on the anniversary of the loan settlement date, while the loan is in place : small amount credit loans only). Additional fees may apply if you miss any required loan repayments. Full details of these charges will be disclosed in the credit contract issued to you on approval of your loan application.

What to do if you have a complaint or dispute?

We are committed to providing our customers with the best possible service. If, at any time, we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to make a complaint and the complaints process?

• In the first instance, please contact Fundo Loans’ complaints team on 1800 161 391 or by email at: hello@fundo.com.au.
• We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.
• In cases where your complaint will take longer to resolve, we will update you progressively.

Our complaints team will acknowledge receipt of your complaint within one business day. If we are unable to resolve the complaint/dispute to your satisfaction within 10 business days, we will write to you, advising the procedures we will follow in investigating and handling your complaint.

Within 30 calendar days of the date on which you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or, if required, we will inform you more time is needed to complete the investigation.

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, it may request that our internal processes be completed before considering the matter further.

Our External Dispute Resolution Scheme provider is the Australian Financial Complaints Authority, which can be contacted via:

We will collect your personal information in order for us to provide you with our services. We will limit the collection and use of your information to the minimum we require to provide finance to you.

We are committed to ensuring the confidentiality and security of the personal information of our clients, and to complying with the Privacy Act 1988 (Cth). The Privacy Policy detailing our handling of personal information is available on our website www.fundo.com.au/privacy-matters

If you do not provide some or all of the personal information requested on our application form, we may not be able to accept your application and provide you with a loan.

We will not provide your information to any third party other than in accordance with our Privacy Policy. We will always maintain control over the confidentiality of your personal information.

We accept the following payment methods for repayment of our loans:

• Debit Card
• Direct Debit