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Credit guide 2 ANZ Credit Guide This Credit Guide is designed to help you in deciding whether to enter into a credit contract with Australia and New Zealand Banking Group Limited ANZ What credit products we o ?er We o ?er a full range of consumer lending

ANZ Credit Guide This Credit Guide is designed to help you in deciding whether to enter into a credit contract with Australia and New Zealand Banking Group Limited ANZ What credit products we o ?er We o ?er a full range of consumer lending products including ? Credit cards ? Home loans residential investment loans and equity loans ? Personal loans ? Personal overdrafts ? Consumer asset ?nance secured car loans through our Esanda brand You may have applied for or inquired about an ANZ product through an ANZ Mobile Lender ANZ has appointed each ANZ Mobile Lender as a credit representative and is therefore responsible for the services they provide to you How we aim to resolve complaints If we make a mistake or our service doesn ? t meet your expectations we want to know Step ?? Customer Service area Our customer service team is your ?rst point of contact for raising concerns Talk to our sta ? at your local ANZ branch business centre or our call centre and they will do their best to solve your problem on the spot Step ?? Customer Response Centre If your complaint can ? t be resolved by the end of the next business day our specialist complaints team Customer Response Centre will take responsibility to work with you to resolve your questions quickly You can also contact the Customer Response Centre if you are unhappy with the response you received from one of our Customer Service areas We aim to resolve the majority of complaints within ?ve business days If your complaint will take longer to resolve we will update you progressively Contact Phone am ?? pm AEST weekdays Email yourfeedback anz com Mail ANZ Customer Response Centre Locked Bag South Melbourne VIC Step ?? ANZ ? s Customer Advocate If you are not happy with the resolution o ?ered by the Customer Response Centre you can have your complaint reviewed by ANZ ? s Customer Advocate who provides a free independent review to reach a resolution that is fair to you and to ANZ Contact Mail Level Collins St Melbourne VIC Phone Email customeradvocate anz com If we can ? t resolve your complaint Financial Ombudsman Service Limited FOS If you are still not satis ?ed with the outcome of your complaint you can contact the Financial Ombudsman Service FOS for an independent review Their services are free of charge Contact Mail GPO Box Melbourne VIC Phone Email info fos org au Internet fos org au Australian Securities and Investments Commission ASIC The ASIC website contains information on complaining about companies and people and describes the types of complaints handled by ASIC Contact Phone Email infoline asic gov au Internet asic gov au Our obligations before providing credit to you We are prohibited by law from providing credit that is unsuitable for you This means before we provide you credit we must make an assessment that ? you can meet your ?nancial obligations under the credit contract without