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
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
Financial Difficulties
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.
Complaints
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.
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: accounts@mymatesfinance.com.au
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.
| Telephone: | 1800 931 678 (free call) |
| Email: | info@afca.org.au |
| Internet: | www.afca.org.au |
| 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
Walker Stores Pty Ltd trading as MyMates Finance and WalletPay (ACN 007 973 962, Australian Credit License 393023)