Some of you have real good questions.

There are no fees associated with viewing transactions, transferring funds or scheduling payments via your online services. You can also download unlimited interim statements, completely free of charge.

To access Smart Money visit https://money.loans.com.au/ or click the sign in icon in the top right hand corner of the website. You will receive your customer number and a temporary access code once your loan settles, however if you need these details give us a call on 13 10 90 from 7am to 7pm AEST Monday to Friday and our staff can set you up.

You can edit an existing direct debit when logged in to your Smart Money account, under the “manage” tab. Alternatively, call our Customer Care Team on 13 10 90 (Monday to Friday between 7am and 7pm AEST) and we will update your Direct Debit immediately.

To give a Third Party the authority to contact us regarding your accounts, please complete a Third Party Authority form, which you can request by contacting our Customer Care team on 13 10 90 7am to 7pm Monday to Friday. A Third Party can be given access to find out information about your accounts, but will not have access to Internet Banking, Cards, or to make any changes to your accounts.

You can make a BPay from your existing loans.com.au account by logging in to your Smart Money account, under the ‘Payments’ option. Please note this facility is not available for fixed rate loans.

Smart Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) sent between your browser and this site’s web servers are private and secure when the SSL session is activated.

You can add or amend a direct debit by logging in to your Smart Money account, and selecting the ‘Manage” tab, then 'Edit direct debit details’. From there, you can now add or edit your direct debit details. Alternatively, call our friendly Customer Care team on 13 10 90, who are available to assist you from 7am to 7pm Monday to Friday.

You can setup a pay anyone account using our online finance management service, Smart Money, and clicking "Personal Payees". To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account.

If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 7am-7pm AEST Monday to Friday and we'll send you a form to setup a new pay anyone account.

You can transfer money to your loans.com.au account via online transfer or over the counter deposit at any Bank@Post Australia Outlet

For online transfer you can use the BSB 704997, with bank name Indue Ltd, then your 9-digit account number

You may go to “Manage Accounts” then "Account Details" to check the BSB and your 9-digit account number.

Please call our payments team on 1300 784 434 between 7.30am to 5.30pm AEST. You can also email us at financialassistance@loans.com.au with any information you would like to provide to us, and we will arrange to contact you for a further discussion. If you would like to provide us with more information, you can download and fill out our Financial Hardship Form and send it to us. We approach all customer requests individually and we want to understand your unique circumstances.

Download Financial Hardship Form

There are many reasons why someone might experience financial hardship. Financial hardship can be due to unforeseen circumstances or unexpected events, for example: cost of living pressures, bereavement, illness, unemployment, relationship breakdowns, family violence or natural disasters.

Your eligibility for support and the type of support available will usually be determined by assessing your income, expenses, and debts in order to help us understand your particular circumstances.

Once we have received your request for assistance:

• We will put any collection action on hold while we assess your application for assistance and until we have provided you with an outcome.
• One of our team members will review your application and contact you to discuss your individual circumstances.
• We will confirm the information within your application and may ask you to provide additional information or documentation in support, such as a statement of financial position, proof of employment or medical certificates, within 21 days. We will only request information that is reasonably necessary for us to assess and make an informed decision regarding your financial hardship application.
• Once you provide us with the information or documents we have requested, we will assess your application and provide our decision to you in writing within 21 days.
• If you don’t provide us with the requested information or documents by the due date, we will assess your application based on the information we already have and provide our decision to you in writing within the next 7 days.

If you think you may require more financial hardship assistance than you originally requested, please contact us as soon as possible. We will re-assess your situation together with you. We may recommend that you seek financial advice through a free service.

Your credit report shows whether you have made your loan repayments on time over the past two years. If we provide you with financial hardship assistance and you meet the terms of that assistance, your credit report will show that you have made your repayments on time for the period of the arrangement. It will also include information that indicates you are in a financial hardship arrangement, which will stay on your credit report for one year and then be removed. Your credit report will not include the reason for your financial hardship assistance. You can find out more information about how financial hardship information appears on your credit report at Equifax's website - https://www.equifax.com.au/personal/financial-hardship-common-questions-answered

There are a range of services available that may be able to provide you with further information on how to manage your finances or provide you with some support or guidance.

ASIC – Money Smart

• https://moneysmart.gov.au/

National Debt Helpline

• 1800 007 007
• https://ndh.org.au/

Financial Counselling Australia

• 1800 007 007
• www.financialcounsellingaustralia.org.au/Home

1800RESPECT

• 1800 737 732
• www.1800respect.org.au

Lifeline

• 13 11 14
• www.lifeline.org.au

You can make a complaint at any time to our Customer Relations Team on 13 12 20 or email customerrelations@loans.com.au. You can find out more about our complaints handling process here - https://www.loans.com.au/complaints-policy.

If you are not satisfied with our response or handling of your complaint, you may seek independent help from the Australian Financial Complaints Authority (AFCA).

The contact details for AFCA are set out below.
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (freecall)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Loans.com.au has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 30 days. To view our complaints policy and IDR process, click here.

Our Loan Specialists are available from Monday to Friday, 8:00 am until 6:00 pm, AEST. Please feel free to call us on 13 10 90 if you wish to speak directly with our Loan Specialists.

Our live chat hub hours are Monday to Sunday between 7am and 12am AEST.

Loans.com.au welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact loans.com.au at: customerrelations@loans.com.au

You can call Customer Care on 13 10 90 option 3. Our Customer Care team are based in Brisbane and available from Monday to Friday 7am to 7pm. AEST.

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