Customer FAQs
Automotive Leasing Acquisition of Macquarie Car Loans Portfolio
Automotive Leasing is a leading independent financier, providing tailored automotive finance solutions through Dealer, Broker and Novated Leasing channels. We welcome our new customers to Automotive Leasing where we strive to provide you with exceptional customer service and access to expertise in car lending.
If you would like a copy of the Target Market Determination, please contact us.
Contract Number
Your contract number is a 13-digit number that was sent to you on your Welcome Letter. It is noted under the ‘Change to your contract number’ section on the first page of the letter. The number will commence with 001, 098, 099, and generally appears in this format:
099-1234567-001
Manage Your Repayments
When we deduct your repayments – repayments are debited from your account on the contract due date. If a due date falls on a non-business day, we debit your repayment on the following business day.
If the due date is on a date that does not occur during a particular month (for example, the 31st) the repayment will be debited on the last calendar day of that month. However, if that day falls on a non-business day, then the repayment will be debited the next business day.
Update or cancel direct debit details – you can email or call us to cancel your Direct Debit. If you wish to update your direct debit details complete the enquiry form. If you are unable to complete a form you can contact our team directly and we can update your details over the phone.
Make additional payments – if you wish to make a payment in addition to your contractual repayment amount, please send us an email or contact us using the enquiry form.
- You have the option to make additional payments via electronic funds transfer (EFT).
- By making additional payments on a Consumer Loan, you may reduce the total interest payable over the loan period. Making additional payments could finalise your contract early and early termination fees may apply.
- Additional payments made do not change the monthly repayment amount.
- There are no interest savings when making additional payments on a Chattel Mortgage or Novated Lease.
Please note that your regular direct debit payments will continue to fall due even when additional payments have been made towards your account.
You will not have access to ‘redraw’ any additional payments once paid. Only make additional payments if you are certain that you will not require access to this money.
Payment Options –Direct debit or EFT are our available payment options.
Payment Frequency – We offer monthly repayments by Direct Debit. If you wish to pay on a different frequency, please contact our team.
Experiencing Financial Difficulty and Financial Assistance
Letting us know as soon as possible about financial difficulty helps us explore options available to assist you.
To apply for assistance, you can complete and return a Statement of Financial Position or contact us. If completing the form, please enter the information to the best of your abilities, missing information may delay assistance being provided.
Financial assistance is subject to assessment and is not guaranteed.
What happens during the assessment period – Direct debits will be paused during the assessment period, meaning your regular repayments will not be debited during the application process, although repayments will continue to fall due. Should you wish to keep your direct debits active during the assessment period, please let us know.
What happens if an application for financial assistance is declined – We will communicate the reason for the decline in writing. The direct debit arrangement will be reinstated so that future repayments continue to be made by direct debt per your loan/lease schedule. Any outstanding payments will form part of your arrears and may be subject to collections activity.
There are a range of external support services available to persons experiencing financial hardship and other life events:
| Australian Banking Association – Financial Assistance Hub | A guide to help you understand options that may be available if you are struggling financially. |
| ASIC MoneySmart | Provides tools and educational resources to improve financial capabilities and health. |
| National Debt Helpline | A free, independent and confidential service for people who are experiencing financial difficulty. |
| Beyond Blue | Information and support for financial wellbeing and mental health. |
| Ask Izzy | A directory of services for financial, legal and wellbeing support specific to the user’s location. |
If you have or are about to miss a repayment or payment arrangement, please contact our team on 1300 725 791 and select option 2.
Additional information
This information is general in nature, and we recommend that you consider your financial situation and needs and seek advice. No information set out above constitutes advice.
Insurance Requirements and Claims
What happens if the vehicle is stolen or involved in an accident – If the vehicle has been stolen or involved in an accident and considered unrepairable, please contact our team.
What happens to repayments whilst an insurance claim is being processed – Repayments must be made on the due date, and direct debit arrangements should continue. You may be subject to collections activity, and your account may be considered in default if repayments cease.
Privacy and Credit Reporting Policy
Deceased Estates
We understand this is a difficult time and we are here to assist. Please notify us as soon as practicable of a deceased estate. You may contact us via the enquiry form or phone. We will seek the following information:
- Full name of the deceased
- Date of birth of the deceased
- Date of death
- Contract number, if known or vehicle registration number
- Last known address
- Your name, contact information and relationship to the deceased
We will ask you for a copy of the death certificate or other supporting documentation. We will also ask you for information to help us verify your identity, such as a copy of the will or letters of administration. This is to ensure that you are authorised to act on the deceased’s behalf. Generally, the following may be authorised to act:
- an executor,
- a solicitor acting on behalf of the estate,
- a next of kin,
- or a trustee.
In certain circumstances we may automatically turn off direct debits. If you wish for payments to continue, please let us know.
Accessibility Options
We are committed to providing inclusive and accessible services to all customers.
If you are deaf, hard of hearing, or find it difficult speaking on the phone, you can reach us through the National Relay Service (NRS).
Some external support services are also available:
| National Debt Helpline | A free, independent and confidential service for people who are experiencing financial difficulty. |
| Aboriginal Family Domestic Violence Hotline | A dedicated contact line for Aboriginal victims of crime who would like information on victims rights, how to access counselling and financial assistance. |
| 1800 RESPECT | A family violence and sexual assault counselling line. |
| Compass | A service for those who need help tackling elder abuse. |
Request a Payout or Close Your Account
Payout letter – The payout figure will be calculated by us and emailed to you on a payout letter. The payout letter will include an expiry date – you have until this date to finalise your account. Your letter will include the payment method and details relating to what occurs after the payout is received.
Will I receive a payout confirmation letter after I payout out my account? Yes. A payout confirmation letter is automatically sent to you via email once the full payout is received and payment clearance timeframes have passed. Clearance typically occurs on the third business day from when the funds were received.
What happens to the registration on The Personal Property Securities Register (PPSR)? the interest we hold over the vehicle or financed goods will be removed once payment clearance timeframes have passed. Clearance typically occurs on the third business day from when the funds were received.
End of Contract
Close your account – At the end of your contract term you may have a Balloon or Residual Value due. A Balloon amount is a lump sum repayment that is due at the end of a loan, while the Residual Value is a lump sum payment due at the end of the lease.
You may payout the Balloon or Residual Value, or you may refinance or upgrade. If you wish to refinance or upgrade, please contact us at least three months prior to the Balloon or Residual Value due date to allow time for a new purchase or finance application. Upgrade or refinance requests are subject to standard credit criteria.