About this Credit Guide
As a licenced credit provider, we are required to give you a Credit Guide as soon as practicable after it becomes apparent to us that a lease is likely to be entered into.
The guide includes information about us, our responsible lending obligations and our dispute resolution process.
Under the National Consumer Credit Protection Act, we must not enter into a lease with you, or increase the credit limit of a lease with you, if the contract is unsuitable for you.
The contract will be unsuitable for you if, at the time the contract is entered into or the credit limit is increased, it is likely that:
- You will be unable to comply with your financial obligations under the contract, or could only comply with substantial hardship; or
- The contract will not meet your requirements or objectives.
We must make an assessment whether the contract will be unsuitable for you before entering into a lease with you or increasing the limit of an existing lease.
You can request a copy of our assessment. We must give you a copy (at no charge to you):
- Before entering the lease or before the credit limit is increased, if you make the request before then;
- Within 7 business days, if your request is made within 2 years of entering into the contract or the credit limit increase; and
- Otherwise, within 21 business days.
We do not need to give you a copy of the assessment if:
- Your request is made more than 7 years after entering into the contract or the credit limit increase; or
- The lease is not entered into or the credit limit is not increased.
Rent The Roo Pty Ltd offers its customers both an internal and an external dispute resolution process that are readily accessible and free.
When Does a Dispute Arise?
A dispute arises if you make a complaint to Rent The Roo Pty Ltd about a product or service and you are not satisfied with the response that you receive.
Internal Dispute Resolution
To use our internal dispute resolution procedure you should address a letter, email or fax detailing the dispute to:
Name: The Member Representative
Mail: Rent The Roo Pty Ltd PO Box 2150 Howrah TAS 7018
Phone: 137 661
Fax: 03 6244 4735
If the Member Representative is able to resolve the dispute he or she will promptly notify you in writing of the outcome and provide reasons for the outcome. If you are still not satisfied with the outcome of a dispute, you can refer the matter to our external dispute resolution scheme.
You are not obliged to pursue a dispute with Rent The Roo Pty Ltd using its internal dispute resolution procedure. If you do use the internal dispute resolution procedure, you may commence legal proceedings before, after or at the same time as using the internal dispute resolution procedure.
Rent The Roo Pty Ltd participation in the internal dispute resolution procedure is not a waiver of any rights it may have under the law or under any contract between you and Rent The Roo Pty Ltd
External Dispute Resolution
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
You must attempt to resolve your complaint with us before contacting our external dispute resolution scheme. If you have a complaint which remains unresolved after speaking to our Member Representative, you can contact our external dispute resolution provider or get legal advice.
Our external dispute resolution provider is:
Name: Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Further information regarding AFCA including their Terms of Reference is available from their office or on their website.