This guide provides you with information in relation to credit we may provide to you that is regulated under the National Consumer Credit Protection Act 2009 (Act). It contains a summary of certain obligations we have under the Act in relation to such credit and what you should do if you have a complaint or dispute about our provision of the credit. It also contains information about our role as a mortgage manager.
1. INFORMATION ABOUT SOME KEY OBLIGATIONS WE HAVE
Credit Unsuitability Assessment
Before entering into a credit contract with you, or increasing a credit limit under an existing credit contract, we must make an assessment as to whether the credit contract or credit limit increase will be unsuitable for you.
To make this assessment, we must make reasonable inquiries about your requirements and objectives for the credit contract or credit limit increase. We must also make reasonable inquiries about your financial situation and take reasonable steps to verify this information.
A credit contract or credit limit increase will be unsuitable if at the time it is being provided to you it is likely that you will be unable to meet your financial obligations (e.g. repayments) under the credit contract, or are unable to so without substantial hardship. The contract will also be unsuitable if it does not meet your stated requirements or objectives.
If we assess that a proposed credit contract or credit limit increase is unsuitable for you, we cannot provide it to you.
Obtaining a copy of the assessment
You may request a copy of the assessment from us (at no cost to you) if we proceed to provide you with the credit contract or credit limit increase.
You can request a copy of the assessment before entering into the credit contract or obtaining the credit limit increase or at any time up to 7 years after you enter into the credit contract or your credit limit is increased. To request a copy of the assessment contact our Customer Support team:
Address: Suite 32,574 Plummer Street Port Melbourne, Vic 3207
Tel: 1300 856614
We are not required to provide you with a copy of the assessment where the credit contract or credit limit increase does not proceed.
2. INFORMATION ABOUT OUR ARRANGEMENTS WITH OUR CREDIT PROVIDER
Your credit contract will set out your credit provider. The credit providers have an arrangement with Greenhouse Capital Pty Ltd ABN 80102740929 (Greenhouse ) to service and manage loans on behalf of the credit providers. Greenhouse Capital holds an Australian Credit Licence number 431955. Greenhouse acts as a wholesale loan provider with services that include managing credit analysis on applications, providing loan administration services (such as producing statements), providing system infrastructure (such asa online loan application platform ) and arranging loan funds. Greenhouse Capital is also is authorised to collect repayments made under credit contracts on behalf of the credit providers.
3. INFORMATION ABOUT THE ROLE OF A MORTGAGE MANAGER
Greenhouse Capital Pty Ltd is a Mortgage Manager. Mortgage managers offer consumers a comprehensive range of residential mortgage products under their own brand and service platforms. A mortgage manager is a home loan specialist, providing you with services such as advice regarding product selection through to application, settlement and post settlement customer service, including resolving issues that you may have with your loan.
Credit contracts, consumer leases and associated documentation used by the mortgage manager may be branded or co-branded with the name of the Mortgage Manager.
4. INFORMATION ABOUT LODGING A DISPUTE OR COMPLAINT WITH US
We are always trying to improve our customers’ experience with us, but we know things don’t always go the way they should. Your feedback about the services you receive from us and our products can help us understand and address issues we otherwise might not know about.
5. INFORMATION ABOUT OUR INTERNAL DISPUTE RESOLUTION PROCESS
If you have a dispute or complaint about us, please contact us in one of the following ways.
Call: 1300 856614
Time: 9.00am – 5.00pm AEST Monday to Friday
Write: Complaints & Disputes Resolution Officer Greenhouse Capital Pty Ltd Suite 32 574 Plummer Street Port Melbourne Vic 3207
If you raise an issue with us, we’ll address it as quickly as possible and we will work towards resolving your dispute or complaint within 45 days or sooner as required by law.
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6. INFORMATION ABOUT OUR EXTERNAL DISPUTE RESOLUTION SCHEME
If you still feel your issue hasn’t been resolved to your satisfaction, then you can contact our external dispute resolution scheme.
External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA), which can be contacted at: