About this Credit Guide
This Credit Guide and other disclosure documents that we may give to you, are important documents. These documents are all written in English. You need to ensure that you read and understand these documents before you make a decision to enter into a credit contract with us. If you are unable to read English, you should get help from an independent translator to interpret this material.
What is a Credit Guide
This Credit Guide is designed to assist you in understanding the credit contract you may be offered by Rent 2 Own Cars Australia Pty Ltd ABN 93 082691085 Australian Credit Licence No. 428838 ('the Credit Provider'). The Credit Provider holds and Australian Credit Licence (ACL) issued by the Australian Securities and Investments Commission (ASIC). This Credit Guide outlines the credit contracts that the Credit Provider offers, gives information on the Credit Provider’s obligations to you with respect to the credit contract, and if necessary, how to make a complaint.
How you can contact us?
You can contact the us by:
• calling head office on 0407 350 777; or
• email - email@example.com
• mailing P.O. Box 1209 Mooloolaba QLD 4557.
How we engage in credit services with you?
We engage in credit services with you by entering into a credit contract for the rent to own of a vehicle.
How we will ensure the credit contract we provide meets your needs and circumstances?
Before entering into a credit contract with you we will perform a credit assessment. This assessment will involve making enquiries as to your financial circumstances, an assessment of your requirements and objectives, and performing certain verifications of the financial information you provide.
The purpose of the assessment is to check, based on the information supplied, that you will be able to comply with the credit contract and that complying will not create a situation of substantial hardship for you, and to ensure that the credit contract meets your needs and objectives. This is our legal obligation. If it is likely that after making your proposed periodic repayment under the credit contract you will have less than a surplus of 5% of your net monthly income, it must generally be presumed that you would only be able to comply with your obligations with substantial hardship, and such a credit contract will not be offered or entered into.
It is very important that you provide complete and accurate information about your current financial situation, and also about any likely future changes that may impact on your ability to meet your obligations under the credit contract without facing financial hardship.
Obtaining a copy of the credit assessment
Before entering into the credit contract you may request a written copy of our assessment. We must give you a copy (at no charge to you) before entering into the credit contract with you.
You may also request a copy of the credit assessment at any time during the 7 years after the date the credit contract is entered into. In this case, , if your request is made within 2 years of entering into the contract, then the assessment must be supplied to you within 7 business days. If your request is made after the first 2 years, then the assessment must be supplied to you within 21 business days.
We are not required to provide you a copy of the assessment if:
• your request is made more than 7 years after entering into the contract or the credit limit increase; or
• the credit contract is not entered into or the credit limit is not increased; or
• the credit contract your request relates to was entered into before 1 January 2011.
What you should do if you have a complaint?
If you have a complaint about the service we provide to you, you should take the following steps:
1. Contact Us
In the first instance we will attempt to resolve your complaint internally. You should address a letter to Oliver Roberts and send it my post, email or fax detailing the complaint:
• email address - firstname.lastname@example.org
• postal address – P.O. box 1209 Mooloolaba QLD 4557;
Once you have contacted us we will try to resolve the complaint quickly and fairly. We will attempt to resolve your complaint within 5 business days, however some complaints may take longer to resolve. If we think that your complaint will take longer than 21 days to resolve, we will contact you within this timeframe to provide you with an update. If it takes longer than 45 days, we will contact you and provide you a written explanation for the delay.
2. External Dispute Resolution
If you are still not satisfied with the response or if you have not received a response after 45 days, you can refer the matter to our external dispute resolution scheme. Our external dispute resolution provider is the Financial Ombudsman Service (FOS). FOS offers an independent alternative dispute resolution service to customers who have been through our internal complaint process.
How to contact FOS
Post: GPO Box 3, Melbourne VIC 3001
Phone: 1300 78 08 08*.
Fax: 03 9613 6399
*9am – 5pm AEST. Calls will be charged for the cost of a local call from landlines. Calls from mobile phones will be charged at the applicable rate from your carrier.