Credit Guide
Important Information Regarding Your Loan Application
This Credit Guide provides you with essential information about the services offered by Gusto Money Pty Ltd ACN 677 827 744 trading as Gusto Cash (we/ us/ our/ Gusto Cash), of 1130 Kingsford Smith Dr, Eagle Farm QLD 4009. Australian Credit Licence Number 567982. We can be contacted by:
- Phone: (02) 8551 4335
- Email: contact@gustocash.com.au
- Mail: 1130 Kingsford Smith Dr, Eagle Farm QLD 4009
- Website: www.gustocash.com.au/contact
This Credit Guide has been prepared in accordance with section 126 of the National Consumer Credit Protection Act 2009 (Cth) (NCCP Act), to acknowledge your right to ask us about any assessment we may make, our financial services, and in the unlikely event you may be dissatisfied with what we do or have done, provide direction on the steps that you should take to address your dissatisfaction.
Our Approach to Credit Assessment
Before we can provide you with credit, or increase an existing credit limit, we are required to conduct a thorough assessment. This assessment will include:
- making reasonable inquiries about your financial situation and requirements and objects that we believe are relevant to the credit you are applying for;
- taking reasonable steps to verify your financial information, including by requesting evidence of your income and expenses; and
- use this information to determine whether the credit is suitable for you,
to ensure that the credit product aligns with the MACC’s target market, our lending criteria, your specific needs and objectives, and that you possess the financial capacity to meet your repayment obligations.
To complete this assessment, we may also ask for supporting documentation, such as payslips, employment verification, and bank statements to verify the information supplied by you to us. The specific documents required may vary depending on your individual circumstances.
When Credit May Be Unsuitable
We are prohibited from entering into a credit contract with you, or increasing your credit limit, if our assessment determines that:
- it is likely that you will be unable to comply with your financial obligations under the contract by making the repayments as and when they fall due during the term of the Contract; or
- you could comply with your financial obligations under the contract, but only with substantial hardship (e.g. by struggling to afford essential living and health expenses while also making the required repayments from your available income);
- the contract fails to substantially meet your requirements and objectives; or
- you advise us that you foresee a change in circumstances which may affect your ability to repay the contract.
To determine whether the contract will be unsuitable for you, we consider information about your current and likely future financial situation, requirements and objectives that, at the time you entered into the contract, we had reason to believe was true based on the information you provided or that we collected (Assessment).
You must provide us with accurate and complete information about your financial situation, requirements, and objectives. If you provide us with information that is false or misleading, we may not be able to make a proper assessment of whether the credit is suitable for you.
If your circumstances change after you provide information to us but before we enter into a contract with you, you should tell us about the change as soon as possible.
Obtaining a Copy of Your Credit Assessment
You have the right to request a written copy of our Assessment, which will include a summary of the inquiries we made and the factual information we relied on in reaching a decision whether we should or should not offer to enter into a contract with you.
This request can be made before you decide to accept our offer to enter into a contract for credit, or up to 7 years after you enter into a contract (or accept a credit limit increase). However, we’re not required to provide you an Assessment when your Application is declined or if you decide to not increase your credit limit.
If requested, we will provide it to you within:
- 7 business days, if you entered into the credit contract less than 2 years before your request; or
- 21 business days, otherwise.
If we purchased your debt from the original contract provider, please allow an additional 4 to 8 days on top of the above timeframes to provide the Assessment.
Dispute Resolution
We are dedicated to delivering excellent customer service and aim to resolve any concerns or complaints quickly, fairly, and efficiently.
Sometimes, though, there may be differences in opinion, particularly when things don’t quite work out the way you intend when you took out the contract. If you have a concern or complaint regarding your credit contract or the services we provide, the dispute resolutions steps are as follows:
1. Internal Dispute Resolution
Step 1 – Customer Care Team
If there is an issue you would like to discuss with us, please contact our Customer Care Team. We strive to resolve your complaint amiably within 5 business days, but some issues may take longer. If we anticipate that it will require longer than 5 business days to respond to and/or resolve, it shall be referred to our Internal Dispute Resolution Manager to run through our Internal Dispute Resolution process (IDR).
Phone: (02) 8551 4335
Email: feedback@gustocash.com.au
Mail: Gusto Cash, IDR Manager, 1130 Kingsford Smith Dr, Eagle Farm QLD 4009
Step 2 – IDR Manager
If you’re unhappy with our response, you should first raise your complaint with our IDR Manager.
Your complaint may be lodged either by phone or email. We may ask that you put your complaint in writing to us so that we may investigate it further. We strive to resolve these complaints as soon as possible within 21 days for Contract related complaints (i.e. relating to defaults, enforcement postponements, or notice of hardship), or otherwise no longer than 30 days for all other complaints.
Phone: (02) 8551 4335
Email: feedback@gustocash.com.au
2. External Dispute Resolution
If we can’t resolve your complaint or fail to respond within the time limits above at Step 2 ‘IDR Manager’ you have the option to escalate your compliant to an independent external dispute resolution scheme.
You may contact our ASIC approved External Dispute Resolution (EDR) provider, Australian Financial Complaints Authority (AFCA). You can contact them at:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Fax: (03) 9613 6399
Mail: GPO Box 3, Melbourne VIC 3001
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.
In most cases, AFCA will expect you to give us an opportunity to resolve your complaint through our IDR process above at paragraph 1 first before they will consider it. If you lodge a complaint with AFCA before completing our IDR process, AFCA may refer the complaint back to us.
Right to Privacy
You have rights under the Privacy Act 1988 (Cth) regarding how we collect, use, store, and disclose your personal information. For more information, please refer to our Privacy Policy, which is available on request or on our website at www.gustocash.com.au.
Contact Us
We can be contacted by:
Phone: (02) 8551 4335
Email: feedback@gustocash.com.au
Mail: 1130 Kingsford Smith Dr, Eagle Farm QLD 4009
Website: www.gustocash.com.au
Operating Hours: Monday to Friday, 8am to 5pm.
If you still have questions, please give us a call on our Phone number above.