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Credit Guide

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1. Purpose

This document provides an individual with information about how A.C.N. 135 458 141 PTY LTD (Formerly Transaction Capital Finance Australia Pty Ltd  manages its obligations under the National Consumer Credit Protection Act. It contains a summary of certain obligations we have under the Act and what an individual should do if an individual has a complaint or dispute.

2. About Us

A.C.N. 135 458 141 PTY LTD (Formerly Transaction Capital Finance Australia Pty Ltd is registered in the state of Victoria. It operates under its Australian Credit License, registration number ACL 384648. Its ultimate holding company is Transaction Capital Ltd, a company listed on the Johannesburg Stock Exchange, in South Africa. We invest in distressed consumer debt and services debt portfolios in Australia.

Together with our related group business, recoveriescorp, we are committed to helping our community build a financially sustainable future. We work with Australia’s major banks, credit providers and financial institutions, purchasing past-due consumer and commercial debt.

We value and respect our customers and work with them to meet their obligations and progress toward financial recovery over time.

3. Our Approach

3.1. Compliance

The brand reputation of our partners is as important to us as is best practice process and compliance. With a strong values-based culture, we service the debt we acquire respectfully and ethically, ensuring our approach achieves a positive customer experience, engagement and success.

A.C.N. 135 458 141 Pty Ltd makes every effort to ensure that we comply with all applicable state and federal legislation, industry codes of conduct, and industry best practices. Some of these include, but is not limited to:

  1. The Privacy Act 1988 and Australian Privacy Principles (APP’s)

  2. Competition and Consumers Act 2010

  3. Australian Consumer Law and Fair Trading Act provisions for each state

  4. National Consumer Credit Protection Act 2009 (NCCP)

  5. Banking Code of Practice

  6. The Australian Competition and Consumer Commission (ACCC) and Australian Securities and Investments Commission (ASIC) debt collection guidelines for collectors and creditors

  7. Privacy (Credit Reporting) Code

3.2. Training

A.C.N. 135 458 141 Pty Ltd ensures that all staff receive full training in all aspects of compliance with the legal and regulatory requirements of the industry. We ensure that our training material is continually reviewed and updated as required to ensure continued compliance. 

3.3. Management Systems

In addition to applicable legal and statutory requirements, A.C.N. 135 458 141 Pty Ltd employs management systems in accordance with industry best practice.

We leverage off existing processes of our related Group Entities that are certified with ISO 9001:2015 Quality Management System and ensure that an individual ‘s personal information is secure within systems certified as ISO 27001 compliant.

3.4. Privacy

 A.C.N. 135 458 141 Pty Ltd respects and upholds an individual’s rights to privacy protection under the Australian Privacy Principles (APPs) contained in the Privacy Act 1988.

For further information in relation to the collection, user and disclosure of personal information, please refer to our Privacy Policy available at http://www.transactioncapitalfinance.com.au/privacy-policy/.

Any questions about this policy, or any complaint regarding treatment of an individual’s privacy by A.C.N. 135 458 141 Pty Ltd, should also be made in writing to the Privacy Officer at customerassist@transactioncapitalfinance.com.au or in writing to the following address: 
 

The Privacy Officer
A.C.N. 135 458 141 Pty Ltd PO Box 13243
Law Courts
Melbourne VIC 8010
 

If an individual  is not happy with the response we have provided, an individual  can make a complaint to the Office of the Australian Information Commissioner (OAIC) by calling 1300 363 992, online by visiting their website, or by writing to the OAIC at GPO Box 5218, Sydney, NSW, 2001. An individual can alternatively also make a complaint with the Australian Financial Complaints Authority (AFCA) External Dispute Resolution Scheme (details below in 3.6) who are able to assist with privacy related complaints.

3.5. Internal Dispute Resolution

 A.C.N. 135 458 141 Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA) External Dispute Resolution Scheme. All complaints will be handled in accordance with legislative and regulatory requirements and within stipulated timeframes which would vary depending on the nature of an individual’s  complaint.

We would invite an individual to utilise our Internal Dispute Resolution Process to resolve any concerns that an individual may have. An individual can contact our complaints officer directly via the following details:

The Complaints Team
PO Box 13243
Law Courts
Melbourne VIC 8010
Email: customerassist@transactioncapitalfinance.com.au

3.6. External Dispute Resolution

 A.C.N. 135 458 141 Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA) External Dispute Resolution Scheme. If an individual  is not satisfied with our Internal Dispute Resolution response, an individual can contact AFCA on their details below:

Online:    www.afca.org.au
Email:     info@afca.org.au
Phone:    1800 931 678 (free call)
Mail:        Australian Financial Complaints Authority
                GPO Box 3, Melbourne VIC 3001

3.7. Hardship

 A.C.N. 135 458 141 Pty Ltd is committed to ensuring that genuine consideration is given to persons who are experiencing hardship. We will respect and uphold an individual’s  rights as provided under the National Consumer Credit Protection code and within the specified timeframes. We understand that sometimes in life, people can face unexpected changes in their circumstances, and our approach is to treat customers with courtesy and respect during these times.

As part of our mission to ‘help our communities build a financially sustainable future’, NFA is committed to supporting customers who are experiencing genuine hardship through a variety of options that enables them to continue meeting their financial obligations, whilst considering both short and long-term circumstances.
With extensive experience in managing hardship situations, all of our case managers are equipped to tailor a solution that is appropriate to an individual’s needs.

We have a hardship team who can assist vulnerable customers and financial counsellors. 

3.8. Fees

 A.C.N. 135 458 141 Pty Ltd does not charge any additional fees other than those that were agreed with the original creditor or where allowed by legislation.

Fees that were agreed with the original creditor may include (but is not limited to), fees in relation to debt collection, interest payable on balances outstanding for both Credit Card and Personal loan accounts, late fees.

Fees allowed by legislation include (but is not limited to), judgments obtained from the court allowing legal costs to be added to the debt outstanding and associated interest from the date of judgment, costs incurred to provide documentation as allowed under the Privacy Act 1988. 

4. Queries

If you have any questions about this credit guide or anything else, feel free to contact us.

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