Consumer Retail. Savings Account. Personal Loan Credit Card. Debt Services. Finance. Other

Transcription

1 Personal Debt Planning and Lenders Reverse Equipment PLANNERS & ADVISERS Street Street COMMENCED 5/8/0 6 ** /6/ /0/00 5 8// AUTHORISED DEPOSIT-TAKING INSTITUTIONS 0 ANNUAL REPORT ON OPERATIONS 5 0 ANNUAL REPORT ON OPERATIONS /0/ Defence Bank Defence Bank /0/009 5 Greater 5/9/ Newcastle Permanent 0/9/009 6 Qantas Staff Limited /0/009 6 Advantedge Advantedge /0/ AFIG Wholesale GE Money /5/00 //00 6 AMS //00 0 Aussie Aussie // Group AFG //00 - //00 Equity Release //00 9 s // Annual Report on Operations 0 //00 8 5

2 (FSP) COMPLAINT STATISTICS The data is for the period between July 0 to 0 June 0. The number and nature of s we receive about FSPs are influenced by a number of factors, including: the size of the FSP s business: larger FSPs will generally receive more s than smaller FSPs, and the period of the FSP s membership with : some FSPs may not have been participants for the full membership year (our numbers are actual figures and have not been adjusted to take this into account). Some s may have been recorded against a FSP, although they relate to acts or omissions by another organisation, because: the FSP had been contracted to manage some aspect of the other organisation s business, the FSP purchased or assigned the debt from or to the other organisation, the FSP acquired the other organisation's business, or the FSP is an Licensee (ACL) holder or an Licensee (AFSL) holder and the other organisation was a credit representative or an authorised representative of the FSP at the time the event giving rise to the arose. Time lag There is a time lag between receiving a and closing it. As such, the s closed during the ing period may have been received in a previous ing period. The time lag varies from to. This means that the figures for the outcome of s in a single period may not, on their own, be significant but the trend over several periods could be. Internal dispute resolution (IDR) We have not included s received by us where the FSP did not have the opportunity to address the within their IDR process. FSPs who have not been included We have not included data where we received three or less s against a particular FSP, unless we closed more than three s against the FSP in the same ing period. As a result, 6 FSPs who received less than four s are not named in this. They represent.0% of all FSPs who received s,.8% of all FSPs and.6% of all s received by us. Classification We have classified s received according to the type of financial service they relate to. For a general breakdown of the number of s received according to financial services, please refer to page. We have categorised s closed according to their outcome. For a general breakdown of outcomes, please refer to pages -0. FSP membership changes Any FSP noted in the with either of the symbols below indicates: * FSP commenced membership with after July 0. ** FSP ceased membership with prior to 0 June 0. 6 FSPs who received less than four s are not named in this. They represent.0% of all FSPs who received s,.8% of all participating FSPs and.6% of all s received by us 0 ANNUAL REPORT ON OPERATIONS

3 DEFINITIONS A where: Street Personal Debt Planning and Lenders we did not receive a response from the consumer to our communications, despite our repeated attempts to contact them, the consumer withdrew the, or the was redirected to a more appropriate respondent. Outside of jurisdiction COMMENCED We could not deal with the under the Rules. For more information on the grounds on which a may be outside of our jurisdiction, please refer to pages 9 PLANNERS & ADVISERS and 0. Resolved Street by agreement The was resolved with the consumer and the FSP agreeing to an outcome. This may involve : Reverse 5/8/0 6 ** /6/ investigating the claims raised by the consumer, 8/0/00 5 making informal recommendations to the parties as to how the should be resolved, facilitating negotiations between the parties, and/or 8// Equipment conducting a conciliation conference. AUTHORISED DEPOSIT-TAKING INSTITUTIONS 0 ANNUAL REPORT ON OPERATIONS 5 Decision in consumer s favour /0/ The was resolved with making a formal written decision in the consumer s favour after a full investigation of the. Before making a written decision, we Defence Bank Defence Bank /0/009 5 inform the FSP of our position. Most of the time, the FSP will agree to provide the consumer with the outcome we recommend, the is resolved by agreement and a Greater 5/9/ formal written decision is not required. Newcastle Permanent 0/9/009 6 If the FSP does not accept our informal recommendation, we will provide the parties with a formal written decision which may be a: Qantas Staff Limited /0/009 6 Expedited Ruling: A Ruling can be issued for small claims of less than $,000. If the consumer accepts the Ruling, the FSP is bound by the decision in the Ruling. If the consumer does not accept the Ruling, the consumer is not bound by the decision in the Ruling. The is closed and the consumer is free to pursue their in another Advantedge Advantedge /0/ forum, such as a court. AFIG Wholesale GE Money /5/00 //00 6 Recommendation: A Recommendation includes what considers to be a fair outcome to resolve the. Neither the consumer nor the FSP is bound by the Recommendation. If the consumer and the FSP do not accept the Recommendation, the may be referred to the Ombudsman for a Determination. AMS //00 0 Aussie Determination: A Determination Aussie is issued by the //00 Ombudsman in the final stage of the process. If the consumer accepts the Determination, 8 8 the FSP is bound 5 by the decision in the Determination. If the consumer does not accept the Determination, the consumer is not bound by the decision in the Determination. The is closed and the consumer is free to pursue their in another forum, such as a court. Group AFG //00-0 ANNUAL REPORT ON OPERATIONS //00 Decision Equity - Release not substantiated //00 9 s // The was resolved with making a formal written decision in the FSP s favour after a full investigation of the. The consumer is provided with our reasons for making the decision to close the and afforded an opportunity to object to our decision. //00 8 5

4 PLANNERS PLANNERS & ADVISERS ADVISERS Personal Debt Planning and Lenders Reverse COMMENCED COMMENCED Street Street Street Street 5/8/0 5/8/0 6 ** ** /6/0 /6/ /0/00 8/0/00 5 8//00 8// Equipment in Out of of Jurisdiction 0 ANNUAL REPORT ON OPERATIONS 5 AUTHORISED AUTHORISED DEPOSIT-TAKING DEPOSIT-TAKING INSTITUTIONS INSTITUTIONS /0/009 /0/ Defence Defence Bank Bank Defence Defence Bank Bank /0/009 /0/009 5 Greater Greater 5/9/009 5/9/ Newcastle Newcastle Permanent Permanent 0/9/009 0/9/009 6 Qantas Qantas Staff Staff Limited Limited /0/009 /0/009 6 RESIDENTIAL RESIDENTIAL LENDERS LENDERS & MORTGAGE MORTGAGE MANAGERS MANAGERS Advantedge Advantedge Advantedge Advantedge /0/009 /0/ AFIG AFIG Wholesale Wholesale GE GE Money Money /5/00 /5/00 //00 //00 6 AMS AMS //00 //00 0 Aussie Aussie Aussie Aussie //00 // Group Group AFG AFG //00 //00 - //00 //00 Equity Equity Release Release //00 //00 9 s s //00 // //00 // ANNUAL REPORT ON OPERATIONS

5 5 0 ANNUAL REPORT ON OPERATIONS 0 ANNUAL REPORT ON OPERATIONS 5 Personal Debt AHL Aussie // ANNUAL REPORT ON OPERATIONS BLSSA /6/ Planning and Lenders Reverse COMMENCED COMMENCED Equity-One PLANNERS & Fund ADVISERS // folio folio Street Street //00 5/8/0 //00 nil 6 folio Wholesale ** 8//008 /6/ mac ** Fox Symes () //009 8/0/00 // GE Solutions //00 5 loans start Corporation 8//00 //00 // Jacaranda Cooperative Housing 9/6/ AUTHORISED DEPOSIT-TAKING INSTITUTIONS Keystart // La Trobe /0/009 // Liberty Liberty // Defence Bank Defence Bank /0/009 5 MKM Greater 5/9/009 /8/ Newcastle Ezy Permanent Ezy 0/9/009 // Qantas Staff Limited National /0/009 National Company // Company Australia loans 8// Advantedge Advantedge /0/ AFIG Wholesale Corporation loans GE Money 9/6/009 /5/00 loans loans // RedZed AMS Lending Solutions //00 // Resimac Aussie Aussie // Royal Guardian Group Corporation AFG //00 - //00 SECURITISERS Equity Release //00 9 GPAC Australia // s // Secure Funding // // BROKERS Equipment by in - Out of of Jurisdiction

6 Australia Corporation SECURITISERS Company loans loans 8// /6/009 loans // loans RedZed Lending Solutions //00 5 Resimac // Personal Debt Royal Guardian Corporation //00 GPAC Australia // Secure Funding // COMMENCED BROKERS PLANNERS & ADVISERS AHL BLSSA Street Aussie Street //008 5/8/0 /6/ GMS Group (VIC) ** //00 /6/ Market Group Market /0/008 5 Money Choice 8/0/00 /6/ Choice Choice 8// // Paymay /6/ REVA Broking 8//008 Planning and Lenders Reverse Equipment 0 ANNUAL REPORT ON OPERATIONS 0 ANNUAL 5 5 AUTHORISED Smartline Operations DEPOSIT-TAKING INSTITUTIONS Smartline 8/5/00 Stratton //006 /0/ Fidelity Funding ** 9/8/009-5 Defence Bank Defence Bank /0/009 5 LENDERS Greater 5/9/ BOQ Funding Newcastle Permanent BOQ /0/009 0/9/009 6 Howard Commercial Lending Qantas Staff Limited 9//006 /0/ NCF NCF 8// Advantedge DEBT PURCHASERS & SERVICERS Advantedge /0/ AFIG Wholesale ACM Group GE Money /5/00 5/5/ Great //00 6 ACN 9 Western Asset /6/009 9 AMS Management //00 0 Aussie Axess Debt Management Aussie 0/6/00 // Baycorp Collections Group PDL (Australia) AFG Baycorp //00 // CDDS State Mercantile //00 8/9/ Corp Equity Collections Release * //00 // NCO s (Australia) * 6//0 // Panthera // // Pioneer Pioneer Acquisition Acquisition 8// Recoveries Corporation /8/009 0 ANNUAL REPORT ON OPERATIONS Shield

7 NCF NCF 8// ANNUAL REPORT ON OPERATIONS 0 ANNUAL 0 REPORT ANNUAL ON REPORT OPERATIONS ON OPERATIONS ACN 9 CDDS 6 DEBT PURCHASERS & SERVICERS ACM Group 5/5/ Great Western Asset Management /6/009 9 Axess Debt Management 0/6/ Personal Sunshine Centres // The Cash Store 0 ANNUAL REPORT ON OPERATIONS 6/6/ Debt Baycorp Collections PDL (Australia) Baycorp // State Mercantile NCO (Australia) * 6// Panthera //00 COMMENCED PLANNERS & ADVISERS Pioneer Acquisition Pioneer Acquisition 8// Street Recoveries Street Corporation 5/8/0 /8/009 6 Shield Shield Mercantile 8/8/009 5 ** Mercantile /6/ LENDERS MORTGAGE INSURANCE S 8/0/00 5 Genworth QBE Lenders Genworth //00 8//00 /6/ Advantedge SMALL AMOUNT SHORT TERM LENDERS Advantedge /0/ AFIG Assistive Wholesale Australia GE Money /5/00 5// Cash //00 6 Converters Cash Converters (Cash Advance) 6//009 (Cash AMS Advance) //00 0 Aussie Aussie Cash // Cash Converters Personal Converters // Group AFG Perth //00 - Cash Converters Cash Converters //008 //00 Equity Release Cash Doctors, //00 9 Payday s // Nimble Australia Online, /0/ Payday Cash // Safrock Corporation (QLD) 0//009 Planning and 8/9/ Corp Collections * // Personal Debt RETAIL S AUTHORISED DEPOSIT-TAKING INSTITUTIONS Lombard 8//0 5 6 Technology Leasing Technorent /0/009 // Radio Rentals; Defence Thorn Australia Bank Defence Rentlo; Bank /0/009 6/6/ Cashfirst COMMENCED Greater 5/9/ InRent; Newcastle Permanent In-Lease; 0/9/009 6 Walker Stores Diamond /6/00 9 Qantas Staff Limited Rental Refresh; /0/009 6 Radio Rentals SA Planning and Lenders Lenders Reverse Reverse Equipment Equipment Decision - Complaint

8 N OPERATIONS SMALL AMOUNT SHORT TERM LENDERS Cash Converters (Cash Advance) Cash Converters Personal Cash Converters Radio Rentals SA Assistive Australia 5// Nimble Australia Cash Converters (Cash Advance) Cash Converters Perth Cash Converters Cash Doctors, Payday Online, Payday Cash 6//009 Personal Debt Planning and // //008 /0/ COMMENCED Safrock PLANNERS Corporation & ADVISERS (QLD) 0//009 Sunshine Centres Street // The Cash Street Store 6/6/009 6//009 5/8/ Lenders Reverse Equipment S ** /6/ BMW Australia BMW 8/0/00 // N Leasing: Motor DTG N 8//00 8/6/ St Marys 0 ANNUAL REPORT ON OPERATIONS 5 Q Leasing: AUTHORISED DTG Q DEPOSIT-TAKING INSTITUTIONS Motor Stacks Creek 8/6/00 V Leasing; /0/ Motor Defence Bank Defence Bank /0/009 5 DTG V Maidstone; 8/6/ Greater Motor 5/9/ Newcastle Permanent Dandenong 0/9/009 6 Qantas Staff Limited /0/009 6 Green Light Auto Group 6/5/00 Motor KWIK (QLD) 8/6/00 6 Advantedge Advantedge /0/ AFIG KWIK Wholesale Motor GE Money /5/00 8/6/ Nat 6/6/00 // AMS Nissan //00 0 Aussie Aussie ; // Renault 9 Nissan Australia Group AFG /5/0 // ; Infiniti //00 R.A.C.V. Equity Release RACV //00 // s Volkswagen // , Audi, Skoda // Volkswagen Australia, 9//0 5 9 Lamborghini, 0 ANNUAL REPORT Bentley ON OPERATIONS Motors

9 KWIK (QLD) KWIK Nissan Australia Dandenong Green Light Auto Group 6/5/00 Motor Motor 8/6/00 6 8/6/ Nat 6/6/ Personal Nissan ; Renault /5/ ; Infiniti R.A.C.V. RACV COMMENCED // Debt PLANNERS & ADVISERS Volkswagen, Audi, Street Skoda Volkswagen Street Australia 5/8/0 6, 9//0 5 9 Lamborghini, ** Bentley Motors /6/ /0/00 5 LENDING S Amazing Amazing SPV ** 8//00 /5/ BOQ BOQ /0/ Planning and Lenders Reverse Equipment 0 ANNUAL 0 ANNUAL REPORT REPORT ON OPERATIONS ON OPERATIONS AUTHORISED EM Corporation DEPOSIT-TAKING INSTITUTIONS 8//0 Lowes Menswear Co /0/00 Manhattan /0/ Defence Bank TIMESHARE S AND FINANCIERS Defence Bank /0/009 5 Greater 5/9/ Accor A.P.V.C /6/ Newcastle Permanent Vacation Club 0/9/009 6 Qantas Staff by Wyndham Limited /0/009 0/6/ Future Holiday Future Holiday 0// Holiday Club Pacific //0 9 9 Advantedge Advantedge /0/ Wyndham Vacation Resorts Asia Pacific //0 9 9 AFIG Wholesale GE Money /5/00 World Mark Wyndham Vacation Resorts South Pacific South Pacific 0/6/0 // Club AMS //00 0 Aussie OTHER Aussie // Repair Australia Group AFG 0//006 // Fox Symes & Fox Symes & Associates //00 /0/ Associates Smartsalary Equity Release Smartleasing //00 6/6/ United Warranties s ** 9//0 // ANNUAL REPORT ON OPERATIONS //00 8 5