Positive Group Australia Pty Ltd, ACN 610 067 715, Australian Credit License 484 982, 962 South Road Edwardstown SA 5039 and its group of companies Positive Lending Solutions Pty Ltd, Positive Home Loans Pty Ltd, Used Cars Adelaide Pty Ltd, Positive Wealth Management Pty Ltd
Connective Broker Services Pty Ltd
Credit Representative No: 437202
Authorised under Australian Credit Licence: 389323
Finsure Finance and Insurance (“broker group”)
Australian Credit Licence: 384704
This document provides you with information relating to our activities and those of our credit representatives. It contains information about various fees and charges that may be payable by you to us, as well as about certain commissions we may receive from a licensee when we are acting as a credit representative, or we pay to certain third parties. It also contains information about what you should do if you have a complaint or dispute in connection with our services as a credit representative.
A ‘credit representative’ is a person who has been authorised by a credit licensee to engage in speciﬁed credit activities on behalf of the licensee.
We give you credit assistance when:
Before we provide credit assistance to you, we assess whether the particular loan or lease is suitable for you. To do this, we need to make reasonable inquiries and verify that:
We won’t be able to give you credit assistance if our assessment shows that:
If we provide you with credit assistance, you can ask us for a copy of our assessment any time up to 7 years after we provide you with a credit assistance quote. To request a copy please contact us. We will provide you with a copy:
You may need to pay the lender application fees, valuation fees, and other fees. An estimate of these fees will be disclosed in the Credit Proposal document sent to you before your application is submitted for approval. The final fees will be listed in the loan documentation and fully disclosed to you prior to your acceptance of any loan contract.
In return for providing you with credit assistance the maximum fee Positive Gorup Australia Pty Ltd may charge for the service is $1, 250 (including GST). In nost cases, this fee will be included into the finance amount of your loan. This fee is only payable once per credit contract where Positive Group Australia Pty Ltd has provided credit assistance. In the event that your credit application is declined, or you do not accept an approval, this fee is not payable. The exact and final fee will be fully disclosed on any loan contract before you sign and accept the offer.
If a third party has introduced you to us or referred you to us, we may pay them a commission or a fee.
We obtain referrals from a range of sources, including real estate agents, accountants, financial planners, or other people.
Further information about referral commissions, including our reasonable estimate of the amount of any commission payable and how it is calculated is available from us on request and will be included in the credit proposal disclosure we will supply to you when we provide you with our credit assistance.
We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
If we have a complaint, we request you follow these steps:
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisﬁed with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.
Complaints can be made in writing (letter or email) or verbally (telephone or personal representation). Complaints might be made by any person, not necessarily only actual customers of the Company. Complaints must be resolved as expeditiously as possible
All complainants must be informed that they have the right to refer their complaint to the COSL if they are unsatisﬁed
Complainants must be:-
The EDRS that the business belongs to is COSL.
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our licensee’s external dispute resolution service provider is the Credit Ombudsman Service Limited, which can be contacted via:
Telephone: 1800 138 422
Fax: 02 9273 8440
Online complaint form: https://www.cio.org.au/complaint-resolution/making-a-complaint
Mail: PO Box A252, Sydney South NSW 1235