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credit guide

Rentcleva Pty Ltd ACN 163 636 137

rentcleva pty ltd Australian Credit Licence Number: 439418

telephone1300 122 111

emailhi@rentcleva.com.au

fax(03) 70005055

internetwww.rentcleva.com.au

What is this document?

This document sets out important information about who we are, the services that we provide, our responsible lending obligations, and our internal and external dispute resolution procedures.

What services do we provide?

We are a consumer leasing company. We offer consumers a lease over domestic or household equipment such as computers, tablets, televisions, mobile phones, fridges and other whitegoods.

We offer leases for a period of 12 months, with rental payments made weekly or fortnightly by our customers. On termination of the leases, our customers must return the goods to us (although they may offer to purchase the goods instead).

What are our obligations?

Before we provide you with credit assistance, we are required to complete a credit assessment about whether the lease that you are entering into is unsuitable for you.

What services do we provide?

A consumer lease is unsuitable if:

  • a)   it is likely that you will not be able to meet the financial obligations under the lease without substantial hardship (such as having to sell your principal place of residence); or
  • b)   the lease does not meet your requirements or objectives.

If we conclude that the lease is unsuitable for you, then under the law we are prohibited from entering into it with you.

What information do you need to provide to receive credit assistance?

In making our credit assessment, we will rely on information you provide to us. If you provide us with inaccurate information, we will not be able to complete the assessment or the completed assessment will be inaccurate. The credit assessment makes enquiries about:

  • a)   your requirements and objectives for seeking a credit product;
  • b)   your financial and relevant personal situation; and
  • c)   your repayment capacity.

If we conclude that the lease is unsuitable for you, then under the law we are prohibited from entering into it with you.

What information must we give you?

Under the National Consumer Credit Protection Act 2009 (Act), we must:

  • a)   provide you with this Credit Guide as soon as practicable after it becomes apparent to us that it is likely that you will enter into a consumer lease with us;
  • b)   give you an information statement in the form required by the Act (which may be attached to the lease, or given as a separate document);
  • c)   give you a copy of the lease within 14 days of entering into it;
  • d)   give you a copy of our credit assessment, at no charge to you, before the lease is executed (if you ask for it before the lease is entered into); and
  • e)   if you request a copy of the assessment within 7 years after the lease is entered into, we must give you a copy of the assessment, at no charge to you either:
    • within 7 business days after we receive the request (if the request is made within 2 years from the date the lease is entered into); or
    • within 21 business days after we receive the request (in all other circumstances).

If we conclude that the lease is unsuitable for you, then under the law we are prohibited from entering into it with you.

What is our internal dispute resolution procedure?

We want to provide our customers with the best possible service. If you have a complaint or concern about the service we have provided to you, in the first instance please contact us using the details listed above.

We will use our best endeavours to resolve the dispute internally. We will acknowledge your complaint within 2 days of receiving it, and we will ensure that a substantive response is provided to you within forty five (45) days from receipt of your complaint. If we cannot respond to you within that time frame, we will communicate with you explaining the reasons for the delay in our response.

What if the dispute is not resolved?

We are also a member of an ASIC approved external dispute resolution scheme, which is accessible at no cost to you. If we are unable to resolve the dispute or if you are unsatisfied with the outcome of the resolution, you can refer the matter to our external dispute resolution provider, Credit and Investments Ombudsman Limited.

Credit and Investments Ombudsman External Dispute Resolution Provider

telephone1800 138 422

fax(02) 92738440

Internet www.cio.org.au

Mail:PO BOX A252,

 Sydney South NSW 2135

You may also refer the dispute to the Credit and  Investments Ombudsman Limited, at any time, however, if our internal process is not concluded by the time you refer the matter they may ask you to wait until our internal process is complete.