This is the Credit Guide for Ausfinancial Pty Ltd ACN 118 176 631 t/as Swoosh Finance ‘we’/’us’/’our’/’Swoosh Finance’), of 7 Murrajong Rd, Springwood, QLD, 4127. Australian Credit License Number 387993.
This Credit Guide has been prepared in accordance with the Nation Consumer Credit Protection Act 2009(Cth) (‘NCCP Act’). It acknowledges your right to ask us about any assessment we may make, our financial services and where appropriate, the recommendation of using one credit product over another. In the unlikely even you may be dissatisfied with what we do or have done, this guide also provides direction on what you need to do to remedy your dissatisfaction.
Credit Suitability and Assessment
Our Obligations
In relation to our products and services, we will not:
- Issue a credit contract; or
- Increase the credit limit of a credit contract with you,
If we assess the credit contract or increase as being unsuitable for you.
When a Credit Contract is Unsuitable
A credit contract or increase in credit will be unsuitable if:
- It is likely that you will be unable to comply with the financial obligations under the contract (ie: that you would be unable to make the repayments as they fall due for the term of the product)
- You could only comply with your financial obligations under the contract with substantial hardship; and
- The contract does not meet your requirements or objectives.
- You advise us that you foresee a change in circumstances which may affect your ability to repay the product.
For the purposes of determining whether the contract will be unsuitable, we take into consideration information regarding your current and likely future financial situation, requirements and objectives, that, at the time of entering the contract we had reason to believe was true.
Making an Assessment
To help us to make this assessment we will:
- Make reasonable inquiries about your financial situation and requirements and objectives that we believe are relevant to the credit you are applying for; and
- Take reasonable steps to verify your financial information – for instance by asking for evidence of your income and expenses; and
- Use this information to determine whether the credit is unsuitable for you.
Requesting a Copy of our Assessment
You can ask for a written copy of our final assessment, which will include a summary of the inquiries we made and the factual information we relied on.
You can ask for this assessment either before you decide to accept our offer of credit or up to 7 years after you enter into the credit contract (or accept a credit limit increase).
However, we’re not required to provide you an assessment when your application is declined or if you decide to not increase your credit limit.
We will provide the assessment within 7 business days if you accepted the credit less than 2 years from your request. Otherwise, we will provide the assessment within 21 business days. If we have bought your debt from your original credit provider, we have an additional eight (8) and four (4) days to comply.
Dispute Resolution
Business relationships are built through trust, openness, honesty, integrity, consistency and respect towards others.
Sometimes, though, there may be differences of opinion, particularly when things don’t quite work out the way you intended when you took out the credit contract. We recognise communication is the key to solving these difficulties and the steps below will assist both of us to quickly get our relationship back on track.
Internal Dispute Resolution
Step 1 – Customer Care Area
If there is an issue you would like to discuss, please contact our Customer Care team. We can usually resolve the issues amicably. We strive to resolve your complaint within five (5) business days but some issues may take longer to resolve. If we anticipate that your issue will require longer than five (5) business days to respond and/or resolve, it shall be referred to our Internal Dispute Resolution Manager to run through our Internal Dispute Resolution (IDR) process.
Email: complaints@swoosh.com.au
Phone: (07) 3319 1004
Step 2 – Internal Dispute Resolution (IDR) Manager
If you’re unhappy with our response, you should first raise your complaint with our Internal Dispute Resolution (IDR) Manager. Your complaint may be lodged either by phone or email. We may ask that you put your complaint in writing to us so that we may investigate it further. We strive to resolve these complaints as soon as possible, this will be within 21 days for credit related complaints (ie: relating to defaults, enforcement postponements and hardship notice complaints), and no longer than 30 days for all other complaints.
Email: complaints@swoosh.com.au
Phone: (07) 3319 1004
External Dispute Resolution
If we can’t resolve your complaint or respond within the time limits, you may contact our ASIC approved External Dispute Resolution (EDR) provider, Australian Financial Complaints Authority (AFCA). You can contact them at:
Postal: GPO Box 3, Melbourne, VIC, 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
www.afca.org.au
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.
Please note that before contacting the AFCA you must have gone through our IDR process. If you fail to do so, the matter will be referred back to us to attempt to resolve in the first instance.
Contacting Us
You can contact us to find out more information about Swoosh Finance in the following ways:
Contact us by phone
Phone: (07) 3319 1004
Contact us by email
Contact us by mail
PO Box 460, Springwood QLD 4127
Visit our website
