Domium Pty Ltd (ABN 36 627 819 247), Australian Credit Licence number 529957, and its related bodies corporate are referred to as “Domium”, “we”, “us” and “our”. We will assist you to select a loan or lease that meets your needs.

Information we will require from you

We are obliged to ensure that any loan or lease we suggest, or assist you to apply for, including an increase to an existing credit limit, is not unsuitable for your purposes. This includes where the loan or lease does not meet your requirements or objectives, where you are unable to make the repayments, or where you could only do so with substantial hardship. Therefore, we will need some information from you, such as your income, liabilities, employment details and other relevant information. It is important that the information you provide is entirely accurate.

Copies of our assessment

At any time within 7 years of us providing you with credit assistance, you may request a copy of the Domium Preliminary Assessment. We will provide this documentation within 7 business days of receiving your request. However, if your request is made more than 2 years after the date of our assessment, we may take up to 21 business days after receiving the request.

Fees payable by you to us

We may charge you for our services when providing credit assistance. If a fee is to be charged, this will be disclosed to you in our Domium Assessment document, which will be provided to you before you apply for finance. You can ask us how these fees are calculated.

Fees payable by you to third parties

When an application for a loan or lease is submitted, you may be required to pay fees to third parties associated with the application, such as the credit provider’s application fee, valuation fee or other fees. These will be detailed in the Domium Assessment document and provided to you before you apply for finance. You can ask us how these fees are calculated.

Commissions received by us

Commissions may be payable to us by the credit provider for any loan or lease that is settled. The amount varies between lenders and depends on the amount of credit you receive. These commissions are not directly payable by you and will be disclosed in the Domium Assessment document that will be provided to you before you apply for finance. You can ask us for an estimate of these commissions and how they are calculated.

Commissions payable by us

If you are referred to us by a third party, we may pay that entity a commission for the introduction of your business. For example, we may pay commissions to real estate agents, car or boat dealerships, and accountants. These commissions are not directly payable by you. You can ask us for an estimate of these payments and how they are calculated.

Our credit services

We will assist you to select a loan or lease to meet your needs. The credit providers we most commonly use are ANZ, Bank of Melbourne, CBA, ME, Suncorp and NAB, although we do use others.

Dispute resolution and complaints

At Domium, we are committed to the effective handling of complaints and the timely resolution of disputes.

If you have a complaint or dispute, you can lodge your complaint with Domium by contacting the Complaints Officer via:

Email: wecare@domium.com.au Post: Suite 13, 50-52 Lyons Road, Drummoyne NSW 2047

You can also speak with any representative of our business, who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as possible, either verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly. We will observe the following principles in handling your complaint:

There is no requirement for face-to-face contact between you and us, although it may be useful in achieving a satisfactory resolution. We expect that both parties will make a genuine attempt to resolve a complaint promptly. We expect that both parties will provide all essential and relevant information, documents, written statements, and any other materials that may properly and reasonably assist in resolving the complaint. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable timeframe.

We will confirm receipt of your complaint within 7 business days, and we will try to respond to your complaint within 35 business days. We will do everything we can to resolve all investigations within a reasonable time and, throughout the process, we will keep you informed of the progress of the investigation.

External Dispute Resolution (EDR)

If we do not reach agreement on your complaint, you may refer it to the ASIC-approved External Dispute Resolution (EDR) scheme. Our EDR provider is AFCA (Australian Financial Complaints Authority). AFCA is a free service established to provide you with an independent mechanism to resolve specific complaints.

EDR: AFCA

Phone: 1800 931 678 Email: info@afca.org.au Website: www.afca.org.au Mail: GPO Box 3, Melbourne VIC 3001

Under the Privacy Act, you may make a complaint to the Office of the Australian Information Commissioner (OAIC) about the way we handle your personal information. The OAIC can be contacted at www.oaic.gov.au or by calling 1300 363 992.

Privacy and cookies

We respect your personal information and are committed to protecting your privacy. Please refer to our privacy policy at www.domium.com.au/privacy to find out how we manage and protect your personal information, particularly when providing services to you.