V8.8.2019

IPF Digital Australia Pty Ltd
388 George Street,
Sydney, NSW 2000
Australia
Phone: 1300 293 000
ABN 59 130 894 405
Australian Credit Licence number 422 839

1.1 Who we are

IPF Digital Australia Pty Ltd (ABN 59 130 894 405) (IPF Digital) trading as Credit24, holds an Australian Credit Licence, number 422 839. In this credit guide, the words “we”, “our” and “us” refers to IPF Digital.

This credit guide provides important information about us; our obligations as a credit provider; and how you can access our dispute resolution procedures.

1.2 Contacting us

You can contact us by telephone, email or fax, using the details below:
Customer Service Manager
IPF Digital Australia Pty Ltd
388 George Street,
Sydney, NSW 2000
Australia

Phone: 1300 293 000 (Monday to Friday 8am – 8pm, Saturday 9am – 5pm)
Email: info@credit24.com.au

1.3 IPF Digital’s obligation to lend responsibly

IPF Digital is a responsible lender, committed to responsible lending conduct. Prior to entering a credit contract we are required by law to:

  • make reasonable inquiries about your requirements and objectives in relation to the credit contract
  • make reasonable inquiries about your financial situation
  • take reasonable steps to verify the information you provide regarding your financial situation, and
  • make an assessment on whether the credit contract is unsuitable for you.

Credit Reporting

When creating a customer account we will share information with a credit reporting body for the purpose of verifying your identity.  In the course of applying for a loan, we will obtain a credit report on you from a credit reporting body and this may occur at any time after you commence the on-line application process. The enquiry will be listed in your credit file maintained by a credit reporting body. The Privacy Act does not require us to obtain consent from you prior to listing an enquiry on your credit file.  The requirement is for us to make available to you of the name and contact details of a credit reporting body where we are likely to disclose information collected about you.  You will find these details in our Privacy and Credit Reporting Policy which is publicly available on our website.

We will also be required by law to assess the credit contract as unsuitable for you if, at the time of assessment:

  • it will not meet your requirements or objectives
  • it is likely that you will not be able to comply with your financial obligations under the contract, or
  • it is likely that you would only be able to comply with your financial obligations under the contract with substantial hardship.

We will not enter into a credit contract which we assess to be unsuitable for you. In view of this, it is vital that any and all information that you provide to us is complete and accurate. If you request a copy of the assessment before we enter into the credit contract, we will not enter into the contract or increase your limit until we have given you a copy of the assessment. You may also request a copy of the assessment within 7 years of the date we enter into the credit contract. If you do, we will give you a written copy of that assessment without charge:

  • within 7 business days, if the copy is requested within 2 years of the day on which the credit contract is made, or
  • within 21 business days, if the copy is requested more than 2 years, but within 7 years, of the day on which the credit contract is made.

1.4 Debt consolidation considerations

If you are using any part of this loan to pay off or reduce existing loan(s)/debts (including combining these into a single loan), it is important to consider the following:

  • Consolidating your loans usually involves taking out a single loan that pays off your existing debts. This can give you a chance to manage your debt in a simpler way by paying the loan off with a single monthly payment that can be less than the amount you are paying each month now.
  • Spreading your payments over a longer term means you can reduce the monthly repayment amount but you could end up paying more overall than under your existing arrangements.
  • You should also consider if any early repayment charges apply to your existing loans and if this form of borrowing is appropriate for your circumstances. If you don’t want to pay these fees, you may prefer to just keep your debts separate.
  • If you do consolidate your debt, just make sure you don’t borrow more until you’re sure you can afford it.”
  • Credit24 is required by law to act responsibly and Credit24 will rely upon the information you provide about your existing loans and on your undertaking to pay them out from the loan funds provided by Credit24, in considering the suitability and the affordability of the Credit24 loan.

1.5 Resolution of concerns and complaints

We are devoted to achieve the best service for our customers. If you have a complaint regarding a credit contract with us or if you have a suggestion for ongoing improvements to our service, please contact us.

Resolving complaints

1. Internal dispute resolution

If there are any concerns or complaints related to your loan account or the service we have given you, please contact the Credit24 Customer Service Team to inform them of your complaint

Credit24 Contact Details:
Phone: 1300 293 000 (Monday to Friday 8am – 8pm AEST)
Email: letstalk@credit24.com.au

Complaints received by IPF Digital will be acknowledged immediately or as soon as practicable. We will make our best attempt to provide a final response to your complaint within a maximum of 30 days of receiving your complaint.

2. External dispute resolution

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In Writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

3. Suggestions and Feedback

We value all customer feedbacks and suggestions on how we can improve our products and services. Please contact us at:

Phone: 1300 293 000 (Monday to Friday 8am – 8pm AEST)
Email: info@credit24.com.au