Facebook Instagram Linkedin
Free Consultation

COMPLAINT POLICY 

(Australian Regulatory Requirements – NCCP Act)

  • Credit Representative Details
    1. Legal Name of Credit Representative: ALL ASSET FINANCE PTY LTD
    2. Corporate Credit Representative (CCR) Number: 568189
    3. Australian Credit Licence (ACL) Number: 389527
    4. ALL ASSET FINANCE PTY LTD (Credit Representative No. 568189) is an authorised representative of Australian Credit Licence No. 389527.


  • Statement of Authorisation

As an authorised credit representative of Australian Credit Licence No. 389527, ALL ASSET FINANCE PTY LTD is authorised under the National Consumer Credit Protection Act 2009 (NCCP Act) to engage in the following credit activities:

  • Providing Credit Assistance
    Assisting consumers to apply for, vary, or remain in credit contracts or consumer leases with credit providers or lessors.
  • Acting as an Intermediary
    Acting as an intermediary between consumers and credit providers to facilitate applications, variations, or ongoing management of credit contracts.
  • Credit Assessment and Recommendation
    Conducting assessments to determine the suitability of credit products based on a consumer’s financial situation, needs, and objectives, and providing recommendations that are not unsuitable.
  • Referring Consumers to Credit Providers
    Referring consumers to approved credit providers and assisting them with understanding and completing required documentation.
  • Providing Information and General Advice
    Providing information and general advice regarding available credit products, features, and options.


  • Details of Authorised Credit Activities

Specific Credit Services Offered

ALL ASSET FINANCE PTY LTD is authorised to provide assistance in relation to the following credit products:

  • Personal Loans
    Including both secured and unsecured personal loans.
  • Car and Asset Finance
    Facilitating applications for car loans and asset finance products, including novated leases and chattel mortgages.
  • Consumer Leases
    Assisting consumers with consumer lease arrangements in compliance with applicable consumer protection laws.


  • Complaint Handling Process
  • Dispute Resolution Policy

At ALL ASSET FINANCE PTY LTD, our aim is to provide our clients with a high standard of service. However, we recognise that sometimes issues may arise. If you are dissatisfied with any aspect of our services, we encourage you to raise your concerns so we can work towards resolving them promptly and fairly.


  • Step 1: Initial Resolution

We recommend that, in the first instance, you raise your concern directly with the person you have been dealing with. Many issues can be resolved quickly through open communication.

  • Step 2: Internal Dispute Resolution

If your concern is not resolved, you may escalate the matter by lodging a complaint with our Dispute Resolution Officer.

  • Contact Details:
  • Telephone: +61 424 893 251
  • Email: kristy@allassetfinance.net.au
  • Post:
    Unit 11, 28–32 Lee Holm Road
    St Marys NSW 2760
    Australia

Please provide full details of your complaint, including relevant documents and the outcome you are seeking. We may contact you if further information is required.

  • Investigating Complaints

Upon receipt of a complaint, the Dispute Resolution Officer will attempt to resolve the matter promptly and fairly. We apply the following principles:

  • Face-to-face meetings are not required, though they may assist resolution.
  • Both parties should make a genuine effort to resolve the complaint promptly.
  • All relevant information and documentation should be provided where reasonably requested
  • Reasonable requests for information should be complied with within appropriate timeframes.

Unless exceptional circumstances apply, we will provide a response within 30 days of receiving your complaint.

If the complaint cannot be resolved within 30 days, we will:

  • Explain the reasons for the delay, and
  • Provide an expected timeframe for resolution.


  • External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA provides a free, independent dispute resolution service for consumers.

AFCA Contact Details:

Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Time limits may apply when lodging a complaint with AFCA. Consumers are encouraged to act promptly or consult the AFCA website for further information.