MyMates Finance

Credit Guide

Walker Stores Pty Ltd (ACN 007 973 962) trading as MyMates Finance and WalletPay
Australian Credit License Number 393023
Level 7, 1 Corporate Court, Bundall QLD 4217

Overview/Who is My Mates Finance

Walker Stores Pty Ltd (Walker Stores) trading as MyMates Finance and WalletPay, is a company established as a result of many years of dedicated, professional service to our clients. We have a vast amount of experience in providing clients with a professional service in the provision of credit.

NCCP Act and this Credit Guide

The National Consumer Credit Protection Act 2010 (Cth) (NCCP Act) regulates credit provided to individuals for personal, domestic or household purposes which includes investment in residential properties.

It is illegal for Walker Stores to enter into a credit contract or increase the credit limit under a credit contract is the credit contract is unsuitable. Generally speaking, a credit contract will be considered unsuitable if the debtor will be unable to comply with his or her obligations under the contract without substantial hardship.

If we provide credit that is regulated under the NCCP Act, we must make reasonable inquiries about the applicant’s financial position, verify the information given and conduct a suitability assessment whether the credit contract is suitable to the applicant’s objectives and requirements.

On request by the customer, we are required to provide the customer a copy of our assessment. The request can be made up to 7 years after the credit contract is entered into. The NCCP Act dictates the manner and the time frame by which we must produce that copy on request. We are not required to give you a copy of the assessment if your loan application is declined.

The NCCP Act further mandates certain disclosure of information which this Credit Guide is a part thereof.

This credit Guide only applies if Walker Stores enters into a credit contract that is regulated under the NCCP Act.

We draw that distinction because Walker Stores also deal with commercial lending to businesses or individuals who use the funds for commercial purposes. These loans are not regulated under the NCCP Act.

Walker Stores, as the holder of an Australian Credit Licence undertakes to abide by the National Consumer Credit Act 2009 and its related Regulations. Walker Stores also commits to abide by any mandatory industry code of conducts or any mandatory compliance guidelines issued by the Australian Securities and Investments Commission, Walker Stores’s industry regulator.

Available Products

Walker Stores provides a “Chattel Mortgage” and “Unsecured Line of Credit” program for the purchase of goods to consumers (regulated credit contracts) and for commercial purposes (non regulated credit contracts). For specific information about the Walker Stores Chattel Mortgage or Unsecured Line of Credit, how you can utilise it and the fees and charges applicable, please refer to our Terms and Conditions and the Pre-Contractual Statement.

Financial Difficulties

We understand that there may be times that personal circumstances and or events beyond the control of our customers may result in financial stress and the inability to meet the financial obligations under the credit contract. We encourage you to speak to us about these situations as soon as they occur.

Your Privacy Protection

The privacy of our customers’ personal information is and has always been important to us. We are committed to respecting our customers’ right to privacy and protecting their personal information. We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Commonwealth) as well as other applicable laws and codes affecting personal information. Our staff are expected to respect our client’s privacy in accordance with our standards, policies and procedures.

We will maintain a file which contains all the personal details you have disclosed and the information included in your loan application and credit agreement. You can arrange to examine your personal file by simply contacting us.

Our complete company Privacy Policy is available upon request or on our website.

If you have any complaint or concern about your privacy, please communicate your concerns with us as soon as possible so we can investigate your concerns and provide a response. If you wish to lodge a complaint about your privacy, you may do so with the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 GPO Box 5288 Sydney NSW 2001.


If you have a complaint about the services we provide, the following options for resolution are available.

Most complaints or disputes arise from miscommunication and can usually be resolved amicably without delay. If you find yourself in this situation, contact us and explain your concerns in order for us to provide a speedy resolution.

First Option

If you have a complaint, please contact us first using the contact details below. We will use our best endeavours to resolve the dispute. If you are not satisfied with our initial responses, then you can seek the dispute to be escalated internally to senior management for a review and proposed resolution. Our Dispute Resolution Policy can we be supplied to you or contact us to obtain a copy.

To do that, please contact the Complaints Officer by email:

Second Option

If we are unable to resolve the dispute or if you are unsatisfied with the outcome of the resolution we offer to your complaint after escalation, you can refer the matter to our external dispute resolution provider, Australian Financial Complaints Authority, or AFCA.

When you file a complaint with us, we will acknowledge your complaint within 1 day of receiving it. We will ensure that a substantive response is provided to you within thirty (30) days from receipt of your complaint. If we cannot respond to you within that time frame, we will communicate with you explaining the reasons for the delay in our response.

You may refer the dispute or complaint to our external dispute resolution scheme at any time, however, if our internal process is not concluded by the time you refer the matter to the external dispute resolution scheme, they may ask you to wait until our internal process is complete.

Australian Financial Complaints Authority
Telephone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Commissions and payments made to third parties

Walker Stores may enter, from time to time, into a referral services agreement with third parties for the introduction of prospective customers. Walker Stores will pay commission to these third parties if the referred customer entered into a credit contract with Walker Stores.

The commission paid to third parties may be based on the individual successfully entering into a credit contract or it may be based on aggregated volume or both.

The exact amount of commission is not ascertainable for the purpose of this Credit Guide, however, the Walker Stores credit contract schedule will contain accurate information about the third party referrer and the amount of commission paid.

Amendments to this Credit Guide

This Credit Guide may be amended from time to time to cater for internal commercial purposes or for compliance with changing regulations. The amended Credit Guide will be published on our website.
My Mates Finance PO Box 8562 Gold Coast MC QLD 9726

Walker Stores Pty Ltd trading as MyMates Finance and WalletPay (ACN 007 973 962, Australian Credit License 393023)