Credit Guide

Last Updated May 11, 2020

Introduction 
This Credit Guide is provided by Alex Pty Ltd ABN 13 627 244 848, Australian Credit Licence 510805 (Alex / us/ we) to give you important information about the credit activities we provide.

We are licensed to provide loans under the National Consumer Credit Protection Act 2009 (Credit Act).

Alex services 
Alex provides personal loans.

Introductory services by third-party or broker 
You may have been introduced to us through a broker or a third-party website that was not acting on our behalf. They remain responsible for any introductory services that they provided to you.

Alex’s obligations before lending or assisting 
Under the Credit Act, we are prohibited from providing credit to you or increasing your credit limit, if it is unsuitable for you.

We must assess that credit  is unsuitable if at the time it is entered or the credit limit increases:

  • the contract does not meet your requirements and objectives; or
  • you will unlikely be able to meet your financial obligations or doing so could place you into substantial hardship.

To conduct an assessment, we must make reasonable inquiries about your requirements and objectives in relation to the credit contract, your financial situation, and verify your financial situation. It is therefore critical that you give us accurate information.

Your right to ask for a copy of the assessment 
You have a right to request from us a copy of how we assessed your credit contract to not be unsuitable. As a digital business we will provide you an electronic copy of this assessment. However, we will provide you a paper copy on request. If you request a copy of your assessment, we must give you a copy:

  • before entering the credit contract or increasing the credit limit, if requested before we have done so;
  • within seven business days, if requested for a credit contract or limit increase up to two years later; or
  • within 21 business days, if requested for a credit contract or limit increase up to seven years later.

We don’t have to provide the assessment if you don’t enter into the credit contract.

Feedback and complaints 
Our internal dispute resolution scheme
We hope you are delighted with our services, but if you wish to make a complaint, you can notify us in the following ways:

  • Email – you can email us on help@alex.com.au; or
  • Phone – you can call us on 1300 738 453.

Please clearly provide your contact details, and the details of your complaint. We aim to resolve all complaints within 5 business days and if this is not possible we will keep you informed of our progress. If you do not hear from us within five business days, you may contact our Chief Customer Officer by email at ChiefCustomerOfficer@alex.com.au or by phone at 1300 738 453.

Our external dispute resolution scheme 
If you are not satisfied with our response to your complaint, or if you consider that we have not responded to you in a timely manner, you may contact the Australian Financial Complaints Authority (AFCA) online at www.afca.org.au, by phone on 1800 931 678, or by mail at GPO Box 3, Melbourne, VIC 3001.

See our Privacy Policy and our Statement of Notifiable Matters for further details about our dispute resolution procedures.

Things you should know  
We do not provide legal or financial advice. It is important you understand your legal obligations under the loan, and the financial consequences. If you have any doubts, you should obtain independent legal and financial advice before you enter any loan contract with us.

Contact us 
You can always reach us by phone and email during our business hours. Our contact details are:
Phone: 1300 738 453
Email: help@alex.com.au