Credit guidelines

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 cannot enter into an agreement with you or offer you credit unless we are 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 assess whether the agreement is unsuitable for you.

An agreement will be unsuitable for you if it does not meet your needs or objectives, or if at the time you enter it, it is likely you will not 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 will get a copy to you within 7 business days. If it is longer than 2 years we will 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 463 466. We appreciate there are times when our phones become particularly busy, so as an alternative use our contact page if more convenient for you, and we will do our best to resolve your issue.

Step 2 - Contact our Complaints Manager

If your complaint cannot be resolved through Step 1 and requires escalation, you can contact our Complaints Manager by email at customercare@alphafinance.com.au. Our Complaints Manager will work with you to try to resolve your complaint. For further information on our customer dispute resolution process, please refer to our complaints page.

If we cannot resolve your complaint

If you are still not satisfied with the outcome of your complaint you can take it to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). Their services are free of charge. AFCA can be contacted by free call on 1800 931 678, by email at info@afca.org.au, online at www.afca.org.au, or by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

Last reviewed June 2026.

Alpha Car Finance Pty Ltd. ABN 93 151 835 040. Australian Credit Licence 411447.