Transparent pricing
Customers should understand the rate, calculation method, fees, repayment schedule and total scheduled repayment before accepting a loan.
Customer protection
Clear information. Fair treatment.
Our proposed approach puts transparent terms, responsible decisions and respectful service at the centre.
Protection principles
Responsible affordability
Decisions should consider verified income, essential expenses, existing obligations and the proposed repayment amount.
Careful information handling
Personal information should be collected and handled in line with applicable law and approved privacy and security procedures.
Clear written agreements
Material terms should be recorded in writing. Verbal explanations should not contradict the approved agreement.
Professional collections
Collections should follow approved procedures and applicable law, with professional communication and appropriate records.
Recorded complaints
Queries and complaints should be recorded, investigated and addressed through an approved process.
No automatic approval
An enquiry, membership, or the presence of collateral does not guarantee that an application will be approved. Every application would be subject to its own eligibility, affordability, verification and approval requirements.
Complaints and support
Verified complaint and support channels must be published before launch. The complaints page outlines the information that should be confirmed and made available to customers.
