The Tic:Toc guide to credit.
As a Tic:Toc customer, we want you to be certain you know all you can about Tic:Toc.
We’re a proudly Australian company, so we follow with pleasure, all requirements set out in the National Consumer Credit Protection Act (NCCP). The Act is regulated & enforced by ASIC. Which makes it totally legit.
This scrutiny of our customer offering is something we are very serious about (it is the Law after all). Importantly, we believe this legislation to be good, because it means all financial services institutions are kept in check.
So, at Tic:Toc, we take our responsibilities to you – our customers – very seriously with a commitment to place your best interests at the forefront of our technology, product offering and customer service. And we continue to do so. Every single hour of the day. And night (the robot doesn’t sleep).
The Combined Industry Forum (CIF) defines a good customer outcome as when “the customer has obtained a loan which is appropriate (in terms of size and structure), is affordable, applied for in a compliant manner and meets the customer’s set of objectives at the time of seeking the loan.” For us, this means we make sure you get a home loan that suits you, and one you can afford. How do we make sure? Easy. Our technology simply won’t allow an alternative.
Our credit guide is available to you below, for some light reading (because a home loan is a serious business). It provides you with the key information you need to know about the credit assistance we provide for a Tic:Toc home loan.
Tic:Toc Online Pty Ltd
ACN: 605 696 544
ABN: 41 605 696 544
Australian Credit Licence Number: 496431
Tic:Toc provides you credit assistance whenever we suggest you apply for a Tic:Toc home loan. In other words, anytime we’re helping you apply for a loan, we’re providing credit assistance. Think of it as a big warm friendly credit hug.
Before we can give you credit assistance, suggest you apply for a home loan via the Tic:Toc platform or assist you with the application process, we need to conduct a preliminary assessment to determine if the home loan will be unsuitable for you. If itʼs unsuitable, we wonʼt be able to give you credit assistance, which unfortunately means you won’t be eligible for a home loan through Tic:Toc.
A loan would be unsuitable for you if, at the time of assessment, it is likely that it will not meet your requirements and objectives, or it is likely that you will be unable to make loan repayments, or could only make repayments with substantial hardship to your financial situation. While we know you could probably determine this for yourself, the law makes the preliminary assessment our responsibility.
In order to conduct our preliminary assessment, we need to:
- make reasonable enquiries about your requirements and objectives;
- make reasonable enquiries about your financial situation; and
- take reasonable steps to verify that financial situation.
You can ask us for a copy of our preliminary assessment, free of charge. Just give us a call on 1300 842 405 or email firstname.lastname@example.org.
We will provide you with a written copy of the assessment;
- within seven business days (if you make the request within two years of the date we get your application); or
- within 21 business days (if you make the request between two and seven years of the date we get your application).
We work with some other organisations to arrange for our home loans to be provided to you, our customer. The lender of record for the Tic:Toc home loan is Bendigo and Adelaide Bank Limited (ABN 11 068 049 178). We have an arrangement to act as an intermediary for them and this means that we provide credit assistance to Tic:Toc customers and manage the relationship with them up until settlement of the loan.
We work with our CO:lab partner, La Trobe Financial Services Pty Limited (ABN 30 006 479 527) to provide the CO:lab product range. The lender of record for these loans is Perpetual Corporate Trust Limited (ABN 99 000 341 533) ACL 392673 (together, La Trobe Financial). We have an arrangement with La Trobe Financial, where we provide credit assistance to Tic:Toc customers and manage the relationship with them up to formal approval.
Although your home loan statements and other information you receive about your loan may be branded as Tic:Toc, these communications sometimes come from the helpful team at Bendigo and Adelaide Bank Limited or La Trobe Financial, not from Tic:Toc.
Bendigo and Adelaide Bank Limited are the go-to for Tic:Toc customers on a day to day basis once their contract is settled, and are also the point of contact for you in resolving any issues you have with your loan or if you’re experiencing financial difficulty. Bendigo and Adelaide Bank Limited also manages any collections activities that may be required.
For our CO:Lab home loan customers, La Trobe Financial become the daily contact once we’ve formally approved the loan. So, if you’re experiencing financial difficulty, the team at La Trobe Financial will work with you to look at solutions with you.
At the time of issuing this Credit Guide, Tic:Toc deals with the following credit provider(s):
- Bendigo and Adelaide Bank Limited
- La Trobe Financial
Though, we do hope to partner with more funders in the future.
There may be some fees you’ll need to pay, depending on what home loan you choose.
Tic:Toc home loans.
There are no fees or charges whatsoever payable by you to Tic:Toc for providing credit assistance, such as typical application fees. That’s because we believe applying for a home loan should be simple, fast and as affordable as possible.
CO:Lab home loans.
Some fees will be payable to the credit provider (La Trobe Financial), and will be outlined to you by the credit provider prior to entering into your loan contract.
The fees paid to La Trobe Financial for our CO:Lab home loans, are detailed here.
We have absolutely nothing to hide. So please call for details specific to your loan let’s talk.
When you take out a Tic:Toc home loan, Bendigo and Adelaide Bank Limited or La Trobe Financial pay Tic:Toc for the service we provide in utilising our technology (and clever people) to assess and approve you for your home loan.
The amount paid can vary depending on a number of things, including which type of loan you have and the outstanding loan balance. So, if you’d like to see an estimate of the amount we receive and how it’s worked out, we’re happy to explain how it all works. Just visit let’s talk to find the best way to contact us.
We may pay a referral fee (i.e. commission) to certain third parties, who we have an arrangement with, for referring you to us. These fees are not payable by you. You can find out the details of the referral fee by contacting the party that referred you to us or by calling us for details.
We relentlessly focus on making your customer experience as friendly and transparent as possible. It’s part of our DNA. But we know mistakes happen, and we live up to mistakes quickly. If you have any problems, please get in touch.
Phone: 1300 842 405
Tic:Toc Online Pty Ltd
PO Box 3187
Rundle Mall, SA 5000
If you do raise an issue with us, we’ll address it as quickly as possible, and aim to have everything resolved within 30 days. Provide as much your information as you can (including supporting documents if you have them) when you raise your concern, as it will help us to resolve things faster.
If we haven't been able to resolve your issues you can contact the Australian Financial Complaints Authority (AFCA).
This is a free, independent and accessible dispute resolution service. The AFCA will encourage you to attempt to resolve any issues with us directly before they get involved.
Their details are:
Phone: 1800 931 678
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3000.