Supporting our customers
Understanding our customers is fundamental to our success. Our relationships with our customers are built around respect and collaboration with the goal of providing affordable financial solutions tailored to their needs as a pathway towards mainstream financial inclusion.
We want to make it easier for our customers to do business with us, and create opportunities that will ultimately allow them to participate in parts of the economy they may have been excluded from.
Customer engagement
A good relationship with our customers is critical to agreeing appropriate financial solutions. We are collaborative and take a respectful and understanding approach to each customer’s situation. We work with our customers to ensure a sustainable and realistic repayment solution.
Credit Corp maintains a number of proactive controls to identify and respond to hardship, sensitive issues or dissatisfaction in order to provide the best service to our customers. In addition to this, we have measures to identify and assist customers facing vulnerability. We reinforce contact points within our business with Financial Counselling Australia for escalation of any particular cases their members may wish to discuss.
Lowest industry complaint rates
We maintain the lowest number of external dispute resolution (EDR) complaints per million dollars collected in our industry, as sourced from published results by our EDR provider. Our complaint rate is more than 30 per cent lower than our nearest competitor.
In the US, we maintain a dispute rate per million dollars collected which is significantly lower than our publicly-traded competitors as reported by the federal regulator.
Customer advocacy
We work closely with financial counsellors and consumer advocates to develop responsible financial solutions for our customers, and offer a dedicated escalation point for financial counsellors through our Customer Experience function.
We recognise the important role financial counsellors play in assisting vulnerable consumers and we sponsor a number of financial counsellor conferences every year. We train all of our frontline operations staff to identify and respond to financial hardship, whether raised by a customer or financial counsellor, and empower them to apply appropriate forbearance to address hardship at the first point of contact.
In July 2026, Financial Counselling Australia (FCA) released its bi-annual Rank the Banks survey. The survey received responses from over 200 financial counsellors identifying how well they felt the banking industry and other lenders were responding to customers in financial hardship.
For the third consecutive survey, Credit Corp was recognised as having the highest ranked response to financial hardship among financial services providers in Australia. Our score of 7.6 out of 10 was equal first with a major bank.
Jan Pentland scholarship
For the last eleven years, Credit Corp has granted an annual scholarship through the Jan Pentland Foundation, aimed at providing an opportunity for a recipient in the not for profit sector to gain their Diploma in Financial Counselling.
The Foundation honours Jan Pentland, who championed the cause for financial counselling and campaigned for a better deal for people on low incomes or who were vulnerable.
The 2026 scholarship winner was announced at the FCA National Conference in May. This year’s recipient, Sarah, is based in regional Victoria and impressed us with her passion for becoming a financial counsellor:
"Through my work in social services administration, I have been fortunate to work alongside financial counsellors. This is how I became aware of the profession, and the diverse, knowledgeable, and passionate people involved. I have been able to witness first-hand the hardships and triumphs and gain insight from clients as they share their stories when they come and go from appointments. This has inspired me to pursue the profession myself, seeking work with real meaning and purpose."
Responsible lending
Aligned with our purpose, we recognise that many in the community face barriers to accessing credit. Our customers are often excluded from mainstream finance or limited to borrowing alternatives that are significantly more expensive.
Technological efficiency and a low cost structure allows us to offer customers some of the most affordable loan products in the credit-impaired segment. Our brands include Wallet Wizard, CarStart, and Wizit.
We are committed to responsible lending and hold an Australian Credit Licence, complying with all relevant laws and regulations, including responsible lending and design and distribution obligations.