This Credit Guide gives you important information about us, the products we provide and how will be assessed.
Our general obligations
We will not, as a credit provider enter into a credit card contract with you if we assess that the credit contract is likely to be unsuitable for you. We refer to this assessment as the Suitability Assessment.
How we assess you
We will ask you a series of questions in relation to your income and expenses, and will also ask for supporting documentation to verify this.
When will the credit contract be unsuitable?
A credit contract will be unsuitable if:
- The credit contract does not meet your requirements or objectives; or
- It is likely that you will be unable to comply with your financial obligations under the credit contract; or
- It is likely that you could only comply with your financial onligations under the credit contract with substantial hardship.
How can you access a copy of the Suitability Assessment
If your application for credit or increase in credit has been approved, you can call us on 1300 257 426 or email us on [email protected] and request a written copy of the Suitability Assessment which we will provide free of charge.
Getting your complaint heard
Please contact us first. We aim to resolve your complaint at your first point of contact with us, so we encourage you to raise your complaint through any of the following channels:
Phone: 1300 257 426
Go to our website www.alphafinance.com.au
Email us: [email protected]
Mail: PO Box 403 Fortitude Valley Queensland 4006
Our Compliance Team
In the unlikely event that we can't resolve your complaint at your first point of contact, we will excalate your complaint to our Internal Compliance Manager for further investigation.
What to do if you are still unhappy
If we haven't resolved your complaint satisfactorily you can take it to our External Dispute Resolution Scheme the Australian Financial Complaints Authority (“AFCA”).
You can contact AFCA on the following details:
Australian Financial Complaints Authority
Email: [email protected]
Telephone: 1800 931 678 (free call)1
In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001