Credit Guide

Overview

Walker Stores Pty Ltd trading as Snaffle (Snaffle) has been established as a result of many years of dedicated, professional service to our clients. We have a vast amount of experience in providing clients with a professional service in the provision of household equipment and appliance rentals.

Snaffle endorses and abides by the relevant Codes of Conduct and strictly adheres to the various Acts of Parliament and those passed by the National and the various State and Territory governments of Australia. We also comply with all requirements as directed by ASIC our National Regulator. We are a licensed credit provider which ensures we follow ethical and professional practices.

Available Products

Snaffle specialises in one type of product, a “Rental” program for household equipment and appliances.

Suitability of loans to your financial objectives

It is our duty to have a reasonable knowledge of your current financial situation and objectives before we can recommend a suitable arrangement that would meet your requirements.

As a credit licensee we are required to:

  • Make reasonable inquiries about your financial situation, and your requirements and objectives

  • Take reasonable steps to verify your financial situation

  • Make an assessment about whether the credit contract is ‘not unsuitable’ for you (based on the inquiries and information obtained in the first two steps).

You as the consumer can request for a written copy of the assessment. If we supply that to you it must be free of charge; however, we are not required to give you a copy of the assessment if the lease is not entered.

Your Privacy Protection 

The privacy of our customers’ personal information is and has always been important to us. We are committed to respecting our customers’ right to privacy and protecting their personal information. We are bound by the National Privacy Principles in the Privacy Act 1988 (Commonwealth) as well as other applicable laws and codes affecting personal information. Our staff are expected to respect our clients privacy in accordance with our standards, policies and procedures.

We will maintain a file which contains all the personal details you have disclosed and the information included in your rental agreement. You can arrange to examine your personal file by simply contacting us.

Our complete company Privacy Policy is available upon request.

Complaints

If you have a complaint about the services we provide, the following options for resolution are available.

Most complaints or disputes arise from miscommunication and can usually be resolved amicably without delay. If you find yourself in this situation, contact us and explain your concerns in order for us to provide a speedy resolution.

1. First Option

If you are not satisfied with any response then please contact as follows:

Contact name of our complaints officer: Rachel Coomblas Contact phone number: 1800 199 285 Email: customerservice@snaffle.com.au

2. Second Option

If you have a complaint, please contact us first using the contact details above. We will use our best endeavour to resolve the dispute. If we are unable to resolve the dispute or if you are unsatisfied with the outcome of the resolution we offer to your complaint, you can refer the matter to our external dispute resolution provider, Australian Financial Complaints Authority, or AFCA.

When you file a complaint with us, we will acknowledge your complaint within 2 days of receiving it. 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. You may refer the dispute or complaint to our external dispute resolution scheme at any time, however, if our internal process is not concluded by the time you refer the matter to the alternative dispute resolution scheme, they may ask you to wait until our internal process is complete.

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

Commissions 

Snaffle does not currently pay commissions for the introduction or referral of business to us.

Walker Stores Pty Ltd trading as Snaffle  33-37 Port Wakefield Road, Gepps Cross SA 5094 

customerservice@snaffle.com.au  1800 199 285 snaffle.com.au

Australian Credit License 393023 ACN 007 973 962