C.01 Compliance - Premium Broker

Compliance Guidelines and Agreements for Premium Broker ACR’s and staff

Australian Credit Licence: Premium Broker Pty Ltd

ABN: 40 105 746 692

Australian Credit Licence: 392625

Address: 549 Willoughby Rd, Willoughby NSW 2068

Responsible Authority Robert Ward Compliance Manager Jen Castro

This document is continuously updated and the latest version may be found at: www.premiumbroker.com.au/compliance

Premium Broker Pty Limited - Licence Obligation

We have specific obligation relating to:

• acting efficiently, honestly and fairly

• being competent to engage in credit activities

• being able to ensure your clients are not disadvantaged by a conflict of interest

• ensuring you and your representatives comply with the credit legislation

• having appropriate dispute resolution systems

• having appropriate compensation arrangements in place (ie professional indemnity insurance)

• having adequate resources (including financial, technological and human resources)

• having adequate risk management systems

• having appropriate arrangements and systems to ensure compliance.

• observing responsible lending practices

• observing NCCP requirements specifically the disclosure and conduct of credit contracts
  

Complaints & Breach Registers

Once a complaint and or a breach has been identified the Responsible Authority will inform the broker of the complaint or breach immediately. The broker will be provided with sufficient time to respond with the objective of remediating the situation as quickly as possible. The Responsible Authority will be responsible for contacting all parties involved an will under a full review which will be made available to all parties involved.

Our Dispute Resolution Procedures We will try to deal with your complaint within 45 days however we will endeavour to respond as soon as possible. . If you are unhappy with our services or want more information about our internal dispute resolution procedure, please contact us. Internal Dispute Resolution IDR Complaints will be subject to Premium Broker IDR policy and will be result in notification to ASIC as per current legislation.

Premium Broker Pty Ltd (Complaints Manager) Telephone 02 9468 9600 Email complaints@premiumbroker.com.au Post 549 Willoughby Rd Willoughby NSW 2068 Website www.premiumbroker.com.au

External Dispute Resolution If you are unhappy with any decision or the handling of a complaint by us, you can refer your complaint to one of our external dispute resolution providers below. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

Australian Financial Complaints Authority (AFCA) Telephone 1800 138 422 Website www.afca.org.au Email info@afca.org.au Fax 1800 931 678 Post GPO Box 3 Melbourne VIC 3001