FAQs and documents
Print, complete and sign a direct debit form. This form can be returned to us by:
Post: Capital Finance Australia Limited, Customer Service Department, 1 King Street, Concord West NSW 2138
|BPAY||Call our customer service team on 1300 300 309 to confirm your personalised BPAY reference numbers|
Additional payments can be made to your contract in addition to your agreed contractual payments. Additional payments will place your contract into an advance status when payments are up to date. Early termination fees will apply if you pay out your contract early.
Payment arrangements may be available during times of financial hardship or disaster relief. To discuss your payment options please contact one of our payment specialists on 1300 300 309.
If your loan is in arrears or might fall into arrears due to a dishonoured or late payment, it is important you advise us at the earliest opportunity by calling one of our payment specialists on 1300 300 309.
If you’re experiencing financial hardship and finding it difficult to make your repayments, the first thing you should do is let us know. We understand that life doesn’t always go according to plan, and sometimes things fall out of our control. The sooner you let us know, the sooner we can work with you to organise a solution.
Please call us on 1800 642 626 8:30pm – 6pm AEST, Monday – Friday and one of our specialists will be in touch to discuss your situation and what can be done to address it.
In order to pay off your loan early it is important you contact us to confirm an agreed payout figure. A payout figure can be obtained by calling us on 1300 300 309.
Paying out a loan early may incur early termination fees.
The payout figure may change if not paid within the time permitted.
Name changes due to deed poll changes (personal contracts) and registered name changes (business contracts) will need to be submitted via email – firstname.lastname@example.org.
Supporting documentation (certified by a Justice of the Peace) such as marriage certificate, change of name certificate or registration of a change of business name will need to be submitted when lodging a change of name request.
Yes. We will require a signed submitted in advance and signed by the contract holder(s) and any applicable guarantor(s). A lodged authority will remain in place unless revoked in writing by the contract holders.
Please note – this form authorises a third party to act on the contract holder’s behalf for information purposes only – to discuss account, overdue payments and general information only.
This depends on the type of loan you have:
Chattel Mortgage, Hire/Term Purchase, Finance Lease, Novated Lease – once all contractual payments have been made the goods belong to the customer and there is no other action required.
Rental agreement – you have four end-of-term options :
- Extend the rental period
- Return the equipment with no further payments required (subject to return conditions)
- You can make an offer to purchase the equipment at fair market value, or;
- Any combination of the above that best suits your requirements.
That’s okay. There are a number of options available including agreeing an adjustment to incorporate the cost of the new equipment, or agreeing to a change to the term if you want to keep your repayments the same. You'll need to contact us to discuss your options.
For rental agreements by executing our variation agreement on your rental agreement. The variation agreement allows you to add the new equipment and either:
- Increase the repayments without extending the term; or
- Extend the repayment term to maintain a similar quarterly repayment as per your existing rental agreement.
For other products – you can apply for a new loan which, subject to credit approval, can match your existing term.
If you cancel the arrangement and return the equipment before the end of the repayment term, you may be required to pay for the balance owing.
A more cost effective alternative is to upgrade to new equipment and execute a new agreement.
There may be taxation advantages – you should check with your accountant or financial advisor.
Comprehensive Credit Reporting
Comprehensive Credit Reporting
Capital Finance intends to start comprehensive credit reporting (CCR) as part of a government-initiated industry change to provide a more complete picture of consumers’ credit history. Customers with a consumer auto finance or personal loan will see new information on their credit report in 2019.
CCR enhances the credit reporting system already in place and allows for additional information to be securely supplied to credit reporting bodies by credit providers, which can then be included in future credit reports. CCR helps to recognise people who display sound credit management and enhances the ability for credit providers to facilitate more responsible lending and borrowing practices.
A credit report is a document generated by a credit reporting body which contains information about an individual’s credit history held by that credit reporting body. When you apply for credit, credit providers may request your information from a credit reporting body and use information from your credit report to inform their credit decision and the amount of credit offered.
Prior to CCR, a credit report usually consisted of credit enquiries, defaults and serious credit infringements, as applicable to the individual. The additional information shared for CCR includes account open and closed dates, types of credit, credit limits and up to 24 months of repayment history information.
What CCR means for you
Led by Australia’s largest banks, the industry is adopting a phased transition to CCR. The data to be supplied as part of this transition includes account information from April 2018. This means it's more important than ever to pay your bills on time so your repayment history information is shown favourably on your credit report.
An automatic payment can take the hassle out of remembering to pay your bills on time and help you to keep your payments on track. Please contact us and we can help you to set that up.
You may also see a change to your credit score as a result of CCR. Your credit score is a number generated by that credit reporting body, representing a summary of the information on your credit report. The higher the score, the better your credit health is. Your credit score is likely to change more regularly with CCR due to additional information being supplied each month.
CCR and hardship arrangements
The Attorney-General is leading a review into how hardship should be reflected in credit reports and we will implement any of these recommendations.
If you’re having trouble making your repayments, we can help. Please contact the financial hardship line for a confidential conversation about your situation.
Credit reporting in Australia
Get a free copy of your credit report
You can request a free copy of your credit report once a year from each credit reporting body by contacting them directly and providing identification. Each credit reporting body has its own credit report format and method for calculating a credit score so you may want to see how they compare.
Checking what’s on your credit report is important to see if there are any fraudulent applications made in your name and to check your information is correct. If you see something that doesn’t look right on your report, you can contact us or the credit reporting body for further investigation. If there is a mistake, we will fix it.
Further information and support
Most equipment is covered by the manufacturer’s warranty (check with your supplier). Beyond that, you are responsible for repairs and maintenance and to keep the equipment in good working order and insured at all times.
Fair market value is the estimated amount for which an asset should exchange between a willing buyer and a willing seller in an arm’s length transaction after reasonable time and proper marketing.
You need to:
- Report the scam to Capital Finance immediately at email@example.com
- Delete it straight away from your inbox and sent folder if you’ve forwarded it.
Feedback & complaints
At Capital Finance, we welcome your suggestions, compliments
If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.
Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Solutions team.
Our Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint.
If you are still unhappy
If you are not satisfied with our response or handling of your complaint, you can contact the Capital Finance Customer Advocate (Customer Advocate) or the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). Time limits apply to complain to AFCA. Please refer to AFCA’s website set out below for details.
The role of the Customer Advocate is to provide an independent review of the outcome of your complaint. The Customer Advocate operates separately from our day to day business areas and its recommendations are binding on the bank. If you choose to contact the Customer Advocate first, you can still refer your complaint to AFCA if you remain dissatisfied. The Customer Advocate will advise you of the kinds of complaints they can help with.
If you would like more information about the Customer Advocate you can refer to the ‘Contact us’ section on our website at www.westpac.com.au. As a customer of Capital Finance, the information on the Westpac webpage regarding the Customer Advocate also applies to you.
The Customer Advocate can be contacted by email or mail:
Customer Advocate, Reply Paid 5265, Sydney NSW 2001
Please include the following information in your correspondence to the Customer Advocate;
- Your customer number and complaint reference number
- Your preferred contact details
- A brief description of your complaint
Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is not part of Capital Finance. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.
The contact details for AFCA are set out below.
Australian Financial Complaints Authority
Other options may be available to you. You may wish to get legal advice from your community legal