About this credit guide

This document provides you with information about credit National Australia Bank Limited, Australian Credit Licence 230686 (“we”), may provide to you that is regulated under the National Consumer Credit Protection Act.

It contains a summary of certain obligations we have under the Act in relation to such credit and what you should do if you have a complaint or dispute about how we provide the credit.

Information about some key obligations we have

Assessment

Before entering into a credit contract with you or increasing a credit limit under an existing credit contract, we must assess if the credit contract or credit limit increase will be unsuitable for you.

To make this assessment, we must make reasonable inquiries about your requirements and objectives for the credit contract or credit limit increase. We must also make reasonable inquiries about your financial situation and take reasonable steps to verify your financial situation.

A credit contract or credit limit increase will be unsuitable if at the time it is being provided to you it is likely that you will be unable to meet your financial obligations (for example, repayments) under the credit contract, or are unable to do so without substantial hardship.

The contract will also be unsuitable if it does not meet your stated requirements or objectives.

If we assess that a proposed credit contract or credit limit increase is unsuitable for you, we cannot provide it to you.

Obtaining a copy of the assessment

You may request a copy of the assessment from us (at no cost to you) if we proceed to provide you with the credit contract or credit limit increase. 

You can request a copy of the assessment before entering into the credit contract or obtaining the credit limit increase or at any time up to 7 years after you enter into the credit contract or your credit limit is increased.

If you request a copy within 2 years after you enter into the credit contract or your credit limit is increased, we will provide a copy of the assessment within 7 business days of receiving the request, otherwise we will provide it to you within 21 business days of receiving the request. 

To request a copy of the assessment please contact your branch, banker or call us on the number shown at the bottom of this page under ‘Call Us’ 

Please note that we are not required to provide you with a copy of the assessment where the credit contract or credit limit increase does not proceed.

If you have a complaint

If you’d like us to resolve an issue

All feedback is good feedback – especially if it helps us to fix any issues our customers are having with any of our credit products.

You can lodge a complaint or share concerns with us:

  1. in person – by speaking with us at your local branch
  2. phone our call centre on 13 22 65

Help us help you sooner

Please have any supporting documentation handy if you do contact us. Giving us as much information as possible can help us resolve things faster.

How long will it take?

Most issues are resolved within one business day – and almost always within five business days. If it’s taking longer than that, we’ll keep you regularly updated as we see everything through.

If you need to take things further

If you feel we haven’t properly resolved the issue, you can then contact our Customer Resolutions Team by:

  • calling them on 1800 152 015. They’re on-hand to help weekdays between 8am and 7pm, AEST.
  • completing an online feedback form, sending us a secure message through NAB Internet Banking or emailing feedback@nab.com.au.
  • writing to us at:
    National Australia Bank, NAB Resolve, General Manager, Reply Paid 2870,  Melbourne, VIC, 8060

Need more options? Our external dispute resolution scheme

If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with NAB’s independent external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

Of course, as you’re a valued customer, we’d much rather try to resolve the issue together first. In fact, AFCA will encourage you to resolve the issue with NAB before they start to investigate.

Australian Financial Complaints Authority (AFCA) can be contacted at:
Telephone: 1800 931 678   
Website: https://afca.org.au  
Email: info@afca.org.au  
Postal address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

Important information