New Start Finance Group Pty Ltd ATF The New Start Mortgage Company Unit Trust T/as New Start Finance
ABN: 23 479 827 955
Trading as New Start Finance
Phone: 1300 132 425
Email: info@newstartfinance.com.au
Web: newstartfinance.com.au
Australian credit licence number: 387831
Under the National Consumer Credit Protection Act 2009, we are required to give you a Credit Guide which provides you with some information relevant to the service we intend to provide to you. That information is the following:-
If we are successful in introducing you to a lender which will provide you with a credit contract acceptable to you, we will charge you a fee. Full details of those charges will be disclosed to you before you decide to enter the contract with the lender. The fee payable will be separately disclosed to you in our credit proposal that will be provided prior to proceeding.
We will assist you to select a loan or lease to meet your needs. The credit providers we most commonly use are: –
Pepper Money
RACV
NOW Finance
Branded Financial
WISR
We will receive a commission from the credit providers if you take out a loan with them (in addition to the amount payable by you set out in paragraph 1 above). The amount of the commission varies between the lenders and is usually calculated as a percentage amount. These amounts are paid to us by the lender and are not payable by you. We may provide these amounts on the Credit Proposal.
If you have a complaint or a dispute with us, please first refer the matter to our complaints officer who will deal with the matter in accordance with our internal dispute resolution procedure. A copy of our written dispute resolution procedure is available on request. Our complaints officer may be contacted as follows:-
Name:
Complaints Manager
Telephone:
1300 132 425
Email:
info@newstartfinance.com.au
Address:
Unit 1 Talbot House
299 Newcastle Street, Northbridge, WA 6003
If you consider that our complaints officer does not resolve the dispute, you may contact our independent external dispute resolution scheme which is:-
Name:
Australian Financial Complaints Authority ( AFCA)
Address:
GPO Box 3, Melbourne VIC 3001
Tel:
1800 931 678 ( free call)
Email:
info@afca.org.au
Web:
www.afca.org.au
If we make a preliminary assessment and you request us for a copy of the preliminary assessment within seven years of the date of the quote, we must give you a written copy of the preliminary assessment within 21 days.
We are not permitted by law to provide you with a service in relation to a loan which is unsuitable. The National Consumer Credit Protection Act prohibits us from providing assistance to you in certain circumstances. They include where:- you will be unable to comply with your financial obligations under the loan contract or will only be able to comply with substantial hardship, or the contract will not meet your requirements or objectives.
We are also required to take reasonable steps to verify your financial situation.
You are entitled to complain if you believe we have not dealt with your personal information in accordance with the provisions of the Privacy Act (including the 13 Australian Privacy Principles) or any code under the Privacy Act (including the Privacy (Credit Reporting) Code).
If you wish to make a complaint, you should first contact us telling us what the complaint is and we will do our best to resolve the complaint with you.
If we believe that we cannot resolve the complaint within 30 days, we will write to you telling you why and seeking further time.
If you are not satisfied with the resolution of the complaint, you have a right to refer the complaint to our external dispute resolution service, Australian Financial Complaints Authority ( AFCA).
The contact details of those two bodies are as follows:-
Name: Australian Financial Complaints Authority ( AFCA)
Address: GPO Box 3, Melbourne VIC 3001
Tel: 1800 931 678 ( free call)
Email: info@afca.org.au
Web: www.afca.org.au
Online complaint form: https://www.afca.org.au/make-a-complaint/
Office of the Australian Information Commissioner
Phone: 1300 363 992 (9:00am to 5:00pm Sydney time)
Fax: 02 9284 9666
Mail: GPO Box 5218, Sydney NSW 2001
E-Mail: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Complaint form: https://forms.business.gov.au/aba/oaic/privacy-complaint-/
We have a written policy (“Dispute Resolution Policy”) in place under which we deal with any complaint made under the provisions of the National Consumer Credit Protection Act. We are required to have that policy as part of our Australian Credit Licence. We can provide you with a copy of that policy on request.
We will manage your complaint, so far as we are able, under the Dispute Resolution Policy.
