Fair Treatment and Responsible Lending
Understand what responsible lending should mean at every stage of your relationship with KFC.
A loan should support your plans
Before taking a loan, consider what it will help you achieve, the full cost and how you will repay it. You should have time to ask questions and compare your options. A loan enquiry does not oblige you to borrow and does not guarantee approval.
Before you decide
Before you agree to a loan, ask for a written explanation of the amount offered, the money you will receive, repayment dates, interest, fees, security or guarantee requirements, and what happens if a payment is missed. Take time to ask questions. Tell the team if you need information explained in a different language or an accessible format. Keep a copy of the documents you accept.
Assessment that considers your circumstances
Assessment should consider reliable income or business cash flow, essential expenses, existing debts and the proposed instalment. Seasonal businesses need repayment plans that reflect when money is earned. Staff should check the information relied upon rather than treat a payslip, salary deduction or group membership as proof that a loan is affordable.
Civil servants, groups and guarantors
Civil servant enquiries remain subject to assessment and any required employer arrangements. A proposed payroll deduction must be explained and appropriately authorised; it is not proof of government endorsement. Group members and guarantors must understand their individual responsibilities before agreeing. Do not sign a blank document or authorise a deduction you do not understand.
Respectful service and collections
The customer-treatment standard prohibits intimidation, humiliation, abusive language, pressure to borrow and improper disclosure of a customer’s debt. Collection staff should identify themselves and use authorised payment channels. Raising a concern must not lead to unfair treatment. Any lawful enforcement action must follow the agreement and applicable law.
When repayment becomes difficult
Contact KFC early and explain the change in circumstances and what you can realistically pay. Ask for a review of available options. A review is not a promise of a payment holiday, refinancing or debt cancellation. Get any agreed variation in writing before relying on it.
Your next step
Read the Loan Costs page before applying. If something seems unclear or unfair, use the Complaints page. Keep your agreement, payment receipts and correspondence so a concern can be investigated.