Account assignment

A: Your bank or finance company has sold your account to Pioneer Credit. Pioneer Credit is an Australian financial services provider and we are here to help you get back on track. We recognise that you may require additional time and flexible options to repay the money you owe.

Everyone involved wants this process to work well for you, and therefore you can be assured that Pioneer Credit will treat you with respect, understanding and care. Call us now on 1300 720 823 and see how we can work together to find a tailored solution to resolve your account.

Pioneer Credit’s practices

A: Pioneer Credit is committed to providing the highest level of customer service, and we provide extensive training to our staff to ensure they live up to the standards we set. Everything we do is based on our values which we call our Leadership Principles. These principles set out how we expect our team members to behave and they underpin everything we do.

Naturally, we also adhere to all applicable legislation, regulations and industry standards. Pioneer Credit holds an Australian Credit Licence, and in doing so comes under the regulatory jurisdiction of the Australian Securities and Investments Commission (ASIC).

A: Pioneer Credit constantly monitors every aspect of our business to ensure our high quality standards are maintained. We take great pride in our ongoing employee training program and hold our team members responsible for adhering to all relevant laws and our company policies. As part of this, we conduct thorough audits of our Customer Service Team on a regular basis to ensure you are receiving the very best of service at all times.

We always love to get feedback from our customers, so please let us know what you think of your Pioneer Credit experience by emailing feedback@pioneercredit.com.au. And take a look at the testimonials other customers have provided.

A: Pioneer Credit selects people to join our team based on how well they fit with our leadership principles, to ensure that they share our commitment to customer service. We then empower them to work with our customers to tailor solutions that help them get the finances back on track.

We offer all our team members a structured, intensive training and development pathway throughout their careers, both in our purpose-built training facility and on the job.

A: Our aim is to gain a full understanding of our customers’ situations to ensure we are providing them with the best possible solutions. We understand that some customers may not currently be in a position to make payments but – like you – we are confident that things will improve. We call our customers to seek further information and, simply to see if there is anything that we can do to help.

We recognise you have other commitments and may be busy and therefore, endeavour only to call our customers when it is necessary to do so and within best practice guidelines. Of course you can always call us. We are here to help, and are available on 1300 720 823.

A: Each of the accounts held by Pioneer Credit is assigned a Customer Service Team Member so that you only have to speak with one person about your account. If your Customer Service Team Member is unavailable for any reason you will be directed to a member of the leadership team or another member of their team in order to address your query promptly. However, where possible you will only speak with the team member assigned to your account.

A: Pioneer Credit is here to assist you in paying off your accounts in the most achievable and stress-free way. We urge you to contact us promptly in order to minimise interest that may be accruing and also to avoid potential action against your account.

We can only help you in resolving your account if you contact us and help us understand your circumstances. It has been our experience that the most effective way to deal with your account is to respond promptly to Pioneer Credit’s attempts to speak with you.

A: It is important for your privacy that we are able to correctly identify you and establish if the account we have is yours. If your contact details are complete and up-to-date we are in the best position to promptly discuss your situation and provide assistance. It is important for you to inform us of a change in your details so there can be no delay in contacting you if needed.

A: If you would prefer to communicate about your account via email we are happy to accommodate this to the extent that is practical. We will however need to have a quick discussion first to confirm your identity, in order to protect your privacy.

My account queries

A: We have a range of options available to our customers. We accept payments by cheque, money order, over the phone by credit card, BPay, direct debit and direct deposit into our Bank Trust Account. Please call your Solutions Specialist toll free on 1300 720 823 or by email to service@pioneercredit.com.au to discuss the best option for you. Alternatively, you can visit our payment page for more details.

A: We recommend you call your Customer Service Team Member on 1300 720 823 who will be able to assist you on the spot.

Alternatively you can email service@pioneercredit.com.au and someone from our Business Services team will respond to you by return email.

A: We understand that everyone’s financial situation is different and that you may not be able to pay the full balance of your account immediately. Once we have chatted and fully understand your situation, we will tailor a solution that is manageable and sustainable for you. Our aim is always to work with you to achieve the best possible outcome for your situation.

Please contact your Customer Service Team Member on 1300 720 823 so they can help you establish a suitable arrangement to repay your account.

A: We understand that your financial situation can change. If you do find yourself experiencing difficulties in keeping up with the frequency or amount of your payments, contact your Customer Service Team Member on 1300 720 823 who will work with you to find a more suitable arrangement. Missing a payment can result in you being hit with a fee from your bank.

A: We take the protection of our customers’ privacy very seriously – so without your permission, we can’t disclose information about you to anyone else. If you wish to have a family member or friend contact us on your behalf, then we will require your approval. Follow this link for further information.

A: We don’t issue automated statements. If you wish to receive a statement or any information regarding your account please contact your Customer Service Team Member on 1300 720 823 or by email to service@pioneercredit.com.au.

Updating my account details

A: To update your contact details, please contact your Customer Service Team Member on 1300 720 823 or by email to service@pioneercredit.com.au. It’s very important that we always have your current contact details on file.

A: If you would like us to speak about your account with a nominated representative – be it a relative, friend or a professional – we will require your approval to do so. Follow this link for further information.

My credit file

A: If your account has been overdue for more than 60 days your credit provider may list a default on your credit file subject to meeting requirements under the Privacy Act 1988 (Cth). If you are not sure whether you have a default listing on your credit file from Pioneer Credit you should contact your Customer Service Team Member on 1300 720 823.

Alternatively, you can directly contact any of the credit reporting bodies which Pioneer Credit deals with via their websites linked below:

A: A default on a credit file confirms that an amount you owe is overdue.

Once a default is listed on your credit file it may be more difficult for you to obtain further credit. The default listing will remain on your credit file for 5 years, even if you pay the account (although it will be updated with a notation stating ‘paid’ or ‘settled’ once your account is finalised with Pioneer).

A: Even if you have paid your account, your credit history has to remain accurate and complete. Records of defaulted accounts are generally listed with a credit reporting body for a period of five years, and will only be removed if the account was incorrectly lodged with the agency. However, when your account is finalised the default listing will be updated with a notation stating ‘paid’ or ‘settled’.

If you have a default listing by Pioneer Credit and wish to get the listing reviewed, please speak to your Solutions Specialist or contact our general line to lodge an internal dispute.  Our specialist Internal Dispute Resolution team will review your dispute and respond to you within 30 days.

This process is free and you generally do not need a representative (for example a ‘credit repair type company’) to act on your behalf.

A: This is out of Pioneer Credit’s control. When you apply for credit in future, the business you are dealing with may perform a credit check to assist in making their decision. Of course, if your overdue account has been paid in full this may be looked upon more favourably.

Default notices and legal action

A: You should read the notice carefully for the full detail. In summary, sending a Default Notice provides a credit provider the ability to commence enforcement proceedings after 30 days. If you have received a Default Notice we strongly recommend you contact your Customer Service Team Member on 1300 720 823, even if you cannot pay the full amount due right away.

A: It is possible that legal proceedings could occur to recover an unpaid account – however this is viewed by Pioneer Credit as the absolute last resort. Our aim is always to work with you to find a solution that suits your situation.

My feedback

A: With our Leadership Principles guiding our approach to customer service, we pride ourselves on dealing with our customers (and their representatives), in a professional, respectful and ethical manner. It’s a core part of who we are as a business. However, if you are not satisfied with our approach to your account, Pioneer Credit has in place a formal Internal Dispute Resolution process to address your concerns.

Please contact us on 1300 720 823 or by email to service@pioneercredit.com.au and ask to speak to one of our Compliance Team Representatives. Follow this link for further information.

A: If a member of our team has been particularly helpful to you, please let us know. Follow this link for further information. If you would like to provide feedback in relation to your experience with Pioneer Credit please contact us.