of Australian Synergy Finance Pty. Ltd. ABN 54 613 655 646 Australian Credit License 490422 t/a My Cash Online
This document provides you with information relating to our key obligations before entering a credit contract with you and information about what you should do if you have a complaint or dispute about our services.
THE ASSESSMENT WE NEED TO DO BEFORE GIVING YOU CREDIT
Before we provide credit to you, we assess whether the credit is suitable for you. To do this, we need to;
- make reasonable inquiries about your requirements and objectives;
- make reasonable inquiries about your financial situation;
- take reasonable steps to verify your financial situation and that the credit or increase will meet your requirements and objectives;
We won’t be able to give you credit if our assessment shows that:
- The credit will not meet your requirements or objectives or
- you were in default under another small amount credit contract or
- in the past 90 days, you have two or more small amount credit contracts or.
- you won’t be able to meet the proposed repayments without substantial hardship;
If you enter a loan contract with us, you can ask us for a copy of our loan assessment any time up to 7 years. If you make a request within 2 years of entering the loan contract, the copy of our loan assessment will be provided within 7 business days of your request. Otherwise, a copy of the loan assessment will be provided within 21 business days.
WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT?
We are committed to providing you with the best possible service. If at any time, we have not met our obligations and you have a complaint, please contact our Resolutions Officer, at:
Telephone: 1300 998868 Monday to Friday 9am to 5pm (AEST)
Mail: PO Box 163, Forest Hill Vic 3131
We may ask for additional information and request you to provide us with as much information as possible to ensure your issue is properly investigated. We will provide you with a response within 45 days but aim to resolve your complaint with 7 business days.
OUR EXTERNAL DISPUTE RESOLUTION SCHEME
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the External Disputes Resolution Scheme detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is The Credit and Investments Ombudsman (CIO) which can be contacted via:
Telephone: 1800 138 422 Monday to Friday 9am to 5pm (AEST)
Mail: Case Management Team, PO Box A252, South Sydney NSW 1235
Before you accept your loan offer, please ensure you read the loan contract carefully and understand full details of the loan. If in any doubt, you should obtain independent legal and financial advice before you enter the loan contract.