About Us
CARZIE Australia Pty Ltd

GPO Box 1185. Brisbane Queensland. 4001
ABN: 48 688 516 289
Authorised Representative of Alpha Car Finance under the
Australian Credit License No: 411447
Tel: 1300 036 397

About this Credit Guide

This Credit Guide gives you some important information about us, how we assess your application
and information about our complaints process.

What we must do before we can offer credit to you

We can’t enter into an agreement with you or offer you credit, unless we’re sure it will suit your
needs and that it is affordable. This means that before we enter into an agreement, we need to
understand your needs and objectives and ensure that you can meet your repayment obligations
under the agreement. To do this we will:

  • Ask you for details about your financial situation such as what you earn and what you
    spend.
  • Take steps to check this information such as asking for copies of documents and
    performing a credit check; and
  • Use this information to make an assessment about whether the agreement will be
    unsuitable for you.

An agreement will be unsuitable for you if it doesn’t meet your needs or objectives or at the time you
enter it, it is likely you won’t be able to meet your financial obligations or could only meet them with
substantial hardship.

Copy of the assessment

You can ask for a free copy of your written assessment of unsuitability any time up to 7 years from
the date we enter into the agreement with you.
If it is 2 years or less since you commenced your agreement, we’ll get a copy to you within 7
business days. If it is longer than 2 years, we’ll provide you with a copy within 21 business days.
We are not required to give you a copy of the assessment if we decide not to proceed with the
agreement.

 If you have a problem or a complaint

Alpha Finance aims to provide the highest customer service, which includes the handling of
complaints. If you have a complaint about our services or our products we want to help you resolve
it.

Step 1 – Contact us
Please call us on 1300 036 397 we appreciate there are times when our phones become
particularly busy, as an alternative use our website to make contact if more convenient for you:
https://www.carzie.com.au/contact-us/  we will do our best to resolve your issue. Alternatively you
can contact us at customercare@carzie.com.au

Step 2 – Contact our Complaints Manager

If your complaint cannot be resolved through Step 1 and requires escalation, you can contact our
Complaints Manager via email complaints.manager@carzie.com.au
Our Complaints Manager will work with you to try to resolve your complaint.

 If we can’t resolve your complaint

If you are still not satisfied with the outcome of your complaint you can take your complaint to our
external dispute resolution provider Australian Financial Complaint Authority (AFCA).

Their services are free of charge.

Contact:        Australian Financial Complaint Authority   
Website: www.afca.org.au   
Email:  info@afca.org.au  
Phone: 1800 931 678 (free call)   
Mail:             Australian Financial Complaint Authority   GPO Box 3, Melb VIC 3001   

Kind regards,
Alpha Finance (trading as CARZIE) Customer Care