Responsible lending

Tic:Toc Online Pty Ltd

ACN: 605 696 544

ABN: 41 605 696 544

Australian Credit Licence Number: 496431

Tic:Toc provides you credit assistance whenever we suggest you apply for a Tic:Toc home loan. In other words, anytime we’re helping you apply for a loan, we’re providing credit assistance. Think of it as a big warm friendly credit hug.

Before we can give you credit assistance, suggest you apply for a home loan via the Tic:Toc platform or assist you with the application process, we need to conduct a preliminary assessment to determine if the home loan will be unsuitable for you. If itʼs unsuitable, we wonʼt be able to give you credit assistance, which unfortunately means you won’t be eligible for a home loan through Tic:Toc.

A loan would be unsuitable for you if, at the time of assessment, it is likely that it will not meet your requirements and objectives, or it is likely that you will be unable to make loan repayments, or could only make repayments with substantial hardship to your financial situation. While we know you could probably determine this for yourself, the law makes the preliminary assessment our responsibility.

In order to conduct our preliminary assessment, we need to:

• make reasonable enquiries about your requirements and objectives;
• make reasonable enquiries about your financial situation; and
• take reasonable steps to verify that financial situation.

You can ask us for a copy of our preliminary assessment, free of charge. Just give us a call on 1300 842 405 or email lending@tictochomeloans.com.

We will provide you with a written copy of the assessment;

• within seven business days (if you make the request within two years of the date we get your application); or
• within 21 business days (if you make the request between two and seven years of the date we get your application).

We work with some other organisations to arrange for our home loans to be provided to you, our customer. The lender of record for the Tic:Toc home loan is Bendigo and Adelaide Bank Limited (ABN 11 068 049 178). We have an arrangement to act as an intermediary for them and this means that we provide credit assistance to Tic:Toc customers and manage the relationship with them up until settlement of the loan.

Although your home loan statements and other information you receive about your loan may be branded as Tic:Toc, these communications sometimes come from the helpful team at Bendigo and Adelaide Bank Limited, not from Tic:Toc.

Bendigo and Adelaide Bank Limited are the go-to for Tic:Toc customers on a day to day basis once their contract is settled, and are also the point of contact for you in resolving any issues you have with your loan or if you’re experiencing financial difficulty. Bendigo and Adelaide Bank Limited also manages any collections activities that may be required.

At the time of issuing this Credit Guide, Tic:Toc deals with the following credit provider:

• Bendigo and Adelaide Bank Limited

Though, we do hope to partner with more funders in the future.

There are no fees or charges whatsoever payable by you to Tic:Toc for providing credit assistance, such as typical application fees. That’s because we believe applying for a home loan should be simple, fast and as affordable as possible.

When you take out a Tic:Toc home loan, Bendigo and Adelaide Bank Limited may pay Tic:Toc a monthly trail commission during the loan term of up to 0.20% of the loan balance. Bendigo and Adelaide Bank Limited may also pay an upfront commission of up to 1% of the loan amount.

If you’d like to see an estimate of the amount we’ll receive for your loan and how it is worked out, we’re happy to explain how it works. Just visit let’s talk to find the best way to contact us.

We pay a referral fee (i.e. commission) to certain third-party providers, who we have an arrangement with, for referring you to us. These fees include a commission of 0.20% of the loan amount, upon settlement, and a once off referral fee of $75 + gst. These fees are not payable by you. You can find out the details of the referral fee by contacting the party that referred you to us, or by calling us for details.

We relentlessly focus on making your customer experience as friendly and transparent as possible. It’s part of our DNA. But we know mistakes happen, and we live up to mistakes quickly. If you have any problems, please get in touch.

Phone: 1300 842 405

Email: mysolutions@tictochomeloans.com

Carrier pigeon:

Resolutions
Tic:Toc Online Pty Ltd
PO Box 3187
Rundle Mall, SA 5000

If you do raise an issue with us, we’ll address it as quickly as possible, and aim to have everything resolved within 30 calendar days. Provide as much your information as you can (including supporting documents if you have them) when you raise your concern, as it will help us to resolve things faster.

If we haven't been able to resolve your issues you can contact the Australian Financial Complaints Authority (AFCA).

This is a free, independent and accessible dispute resolution service. The AFCA will encourage you to attempt to resolve any issues with us directly before they get involved.

Their details are:

Phone: 1800 931 678

Website: afca.org.au

Email: info@afca.org.au

Post:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3000.