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A Target Market Determination is a document which sets out the target market for a financial product, as well as information regarding the distribution of that product. We’re required to have Target Market Determinations for each of our products under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019. Please contact us if you would like a copy of the Target Market Determination for any of our products.

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

You can call Customer Care on 13 12 20 option 3. Our Customer Care team are based in Brisbane and Manila, and is available from weekdays 7am to 7pm (AEST).

Australia is moving to a new system of Comprehensive Credit Reporting (CCR) which will give lenders a clearer picture of each applicant’s finances.

The new system has been put in place by the Federal Government so that lenders can make better decisions about who they give a loan to.

Learn more about Comprehensive Credit Reporting (CCR)

Firstmac Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and this site’s web servers are private and secure when the SSL session is activated.

Firstmac welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact Firstmac at: customerrelations@firstmac.com.au

Firstmac has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 30 days. Our IDR process is detailed below.

When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation.

The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment.

Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that’s by post, fax, email (if submitted via our website), or telephone.

If you aren’t satisfied with our response to your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA) with your concerns.

Before you contact AFCA, you must give Firstmac the opportunity to investigate and respond to your complaint.You can contact the Australian Financial Complaints Authority at www.afca.org.au or on 1800 931 678.

Please call our payments team on 1300 784 434 between 7.30am to 5.30pm AEST. You can also email us at financialassistance@firstmac.com.au with any information you would like to provide to us, and we will arrange to contact you for a further discussion. If you would like to provide us with more information, you can download and fill out our Financial Hardship Form and send it to us. We approach all customer requests individually and we want to understand your unique circumstances.

Download Financial Hardship Form

There are many reasons why someone might experience financial hardship. Financial hardship can be due to unforeseen circumstances or unexpected events, for example: cost of living pressures, bereavement, illness, unemployment, relationship breakdowns, family violence or natural disasters.

Your eligibility for support and the type of support available will usually be determined by assessing your income, expenses, and debts in order to help us understand your particular circumstances.