Australian Credit Licence Number: 391 902
Credit Guide Version 1.03: Effective 1/09/2022
KLF Pty Ltd
ABN 58 105 210 008
5/53 York Street
Beenleigh Qld 4207
Phone 07 3807 9366
KLF Pty Ltd
ABN 58 105 210 008
3/12 Leda Boulevard
Morayfield Qld 4506
Phone 07 5428 3622
This Credit Guide provide you with important information which will assist you to consider whether to acquire financial services from us. In this Credit Guide, we or us means KLF Pty Ltd ABN 58 105 210 008 trading as Rent to Own Home Appliances. You, means the consumer who is considering applying for a financial service from us.
What financial products and or services do we provide
We hold an Australian Credit Licence pursuant to which, we are authorised to be the credit provider under a variety of financial products such as loans and consumer leases.
We specialise in hire purchase agreements which are a type of credit contract and the information in this Credit Guide relates to our hire purchase offering.
What law applies to our credit offering?
As a credit provider, we and the credit activity we provide are regulated under the National Credit Protection Act 2009 (Cth) (NCCP Act), the ASIC Act 2001 (Cth) and the Privacy Act 1988 (Cth) (as amended).
This Credit Guide is issued to you as part of our responsible lending obligations under the NCCP Act.
Before we can offer or provide you with any credit product or increase your credit limit on any credit contract you have with us, we are required to conduct an assessment of your current financial situation and objectives to ensure that any credit product we may offer meets your objectives and requirements and is not unsuitable.
To do this, we will make reasonable enquiries in relation to your financial capacity and ask you to provide verifiable information directly to us so we can verify the information we collect. Where we deem it appropriate and authorised by you, we may obtain information from third parties in order to assist the assessment.
As a general principle, we will not, as a credit provider, offer or enter into a credit contract with you or allow a credit limit under an existing credit contract to be increased if we assess that the credit contract is unsuitable for you. Please refer to the suitability assessment section of this Credit guide.
A credit contract will be considered unsuitable under the NCCP Act if;
- a)it is likely you could not fulfil your financial obligations to us under the credit contract, or only do so with substantial hardship; or
- b)you could only meet your financial obligations to us by selling your family’s main home; or
- c) the loan contract will not meet your requirements or objectives; or
- d)the NCCP Act and its Regulations prohibit us from doing so.
Should you want a written copy of our assessment, free of any charge, you may ask us to provide it:
- a)before you either enter into a new credit contract contract or
- b)at any time up to seven (7) years from the date you signed the contract
The law imposes time limits on us giving you this information. We have seven (7) business days from when you make your request to supply it, if your enquiry is made within two (2) years of the date you entered into the credit contract otherwise we have twenty-one (21) business days to do so.
Note: – We are not obliged to give you a copy of the assessment where we do not provide you with a credit contract
FEEDBACK AND COMPLAINTS
Business relationships are built through trust, openness, honesty, integrity, consistency, clear communication and respect towards others.
Sometimes though, there may be differences of opinion, particularly when things don’t quite work out the way you intended when you took out the credit contract. If you are unhappy about something we have done or should have done but failed to do so, we encourage you to contact us and provide us with feedback.
We recognise communication is the key to solving any matters and or grievances you may have. Communicating your feedback and or grievances will assist us to review the matter and consider a response and enable us to get our relationship back on track.
We will endeavour to resolve your complaint or grievance on the spot when you discuss the matter with us. If we cannot resolve it on the spot, we will use best endeavours to resolve the matter within 5 business days.
We may need more time to resolve the matter and if we do, we will inform you of our requirements and the estimated time to resolve the matter.
The below, describes the escalation process for complaints:
- a)If you are dissatisfied with something we’ve done, we encourage you to phone us and explain your concern(s). We can usually resolve the matter(s) amicably, without delay.
- b)If you’re still not happy with our response, you should contact our Internal Dispute Resolution (IDR) Manager, Chris Fisher by telephoning 07 3807 9366 as soon as possible. We may ask that you put your complaint in writing to us so that we may investigate it further. You can email it to us on [email protected].
- c)Should you still be dissatisfied after using both of the above steps, you may contact our ASIC-approved External Dispute Resolution provider, the Australian Financial Complaints Authority (AFCA).
AFCA provides a free and independent service to resolve complaints by consumers about financial services and products provided by licensed financial service providers.
AFCA can be contacted as follows:
Website – www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001.
Please note that you must have gone through our IDR process first before you lodge a complaint with AFCA. If you fail to do so, the matter will be referred back to us to resolve in the first instance.
COMMISSIONS AND VOLUME BONUSES
- a)We do not pay commissions to third parties for the introduction of business.
- b)We are not a party to any volume bonus arrangements