Our Commitment to Transparency
At Ellerfield, we are committed to upholding the highest standards of transparency, ethics, and client care. This page outlines the disclosures, policies, and practices that guide how we operate and serve you under our Australian Credit Licence obligations.
Credit Guide & Privacy Policy
Credit Guide
Our Credit Guide outlines who we are, the services we offer, how we’re paid, and what to do if you have a concern. It also explains your rights under the National Consumer Credit Protection (NCCP) Act.
Privacy Policy
We take your data privacy seriously. Our policy describes how we collect, use, and protect your personal information in compliance with the Privacy Act 1988 (Cth). You can request a copy of either document at any time or download it from our website.
Complaints & Dispute Resolution
We are committed to resolving complaints promptly and fairly. If you have a concern or complaint, you can:
1. Contact our internal team:
We will acknowledge your complaint within 1 business day and aim to resolve it within 30 days
2. Escalate to AFCA:
If you’re not satisfied with our response, you can escalate your complaint to the **Australian Financial Complaints Authority (AFCA)**—an independent dispute resolution body.
Commissions, Conflicts & Referrals
As part of our duty of disclosure:
- We may receive commissions from lenders when you take out a loan through us. The amount and method of payment will be disclosed in your loan proposal document.
- Where relevant, referral fees may be paid to or received from third parties (e.g., real estate agents, accountants). These are disclosed where applicable.
- We are required to avoid or manage conflicts of interest and will prioritise your best interests in all product recommendations.
Responsible Lending Obligations
We strictly adhere to the responsible lending guidelines under the **National Consumer Credit Protection (NCCP) Act 2009**. This means we must:
- Make reasonable inquiries about your financial situation and requirements
- Verify your financial position using reliable documentation
- Only recommend loans that are suitable for your circumstances