Important Information

Target Market Determinations

What is a Target Market Determination (TMD)?

A Target Market Determination (TMD) is a document that describes the type of consumer who may suit one of our products – based on their needs, objectives and financial situation (target market). It also sets out who can distribute our products, how they can do this, and situations when we may need to review our products and target market.

Why does Azora need to have Target Market Determinations (TMDs)?

The requirement to have TMDs in place for all relevant products, was introduced as part of the Design and Distribution Obligations (DDO) under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019 which take effect on 5 October 2021.

How can I access Azora's home loan product TMD?

Download Azora's home loan product TMD here

How can I access Azora's personal loan products TMDs?

Download Azora's car loan product TMD here Download Azora's second mortgage product TMD here Download Azora's debt consolidation product TMD here

Complaint Handling Policy

What is Azora's Complaints Handling Policy?

You can download Azora's Home Loans Complaint Handling Policy here

Financial Assistance

Customers in need of extra help and support

We recognise that everyone’s situation and needs are different.

If you are experiencing family, domestic, or elderly violence or abuse, including financial abuse, please contact us to see how we may be able to assist you. Our team can be contacted between 8:30am to 5:30pm, Monday to Friday AEST on 1300 889 479 or you can e-mail us at lendingservices@azora.com.au.

If a natural disaster (such as bushfire or floods) has impacted you, please contact us to see how we may be able to assist you. Our team can be contacted between 8:30am to 5:30pm, Monday to Friday AEST on 1300 889 479 or you can e-mail us at lendingservices@azora.com.au.

Experiencing financial difficulty?

We all may experience financial difficulty at some time. Getting support is important – and we’re here to help. It is important to remember that the sooner you talk to us, the sooner we can work with you on a plan to help improve your situation.

What is financial assistance?

You may require financial assistance from Azora if you are having difficulty meeting your financial obligations (like paying bills or repayments on your loan or credit card). This can occur for a variety of reasons, including:

unemployment or a reduction of income;
serious injury or illness;
family and domestic violence; or
the loss of a loved one or other significant life event

Azora's approach to financial assistance

Azora is committed to helping customers who are experiencing financial difficulty wherever possible. We encourage customers to talk to us directly to discuss available options.

We will assess your request based on the reason for your hardship and ask you questions designed to assist us with our assessment. These may include:

What the reason is for your notice of hardship?
Your potential to make any loan repayments, and if so when will you commence these?
Whether the situation will be long or short term?

We may also ask you for documents to support your claim for financial hardship assistance (e.g. bank statements, a medical certificate, payslips or employment separation certificate)

Depending on your circumstances, solutions may include:

Reduced payments for a period
Extension of a loan term
Postponements of payments

If you are experiencing financial difficulty and think you may need short-term help, or if you are facing more long-term financial hardship, you can apply for assistance by contacting us at:

Phone: 1300 889 479 from 8:30 to 5:30pm Monday to Friday (AEST)
Fax: 1300 889 469
E-mail: customerassist@azora.com.au‍
Post: Azora, Locked Bag 29, Australia Square NSW 1215

Your request will be treated in the strictest confidence as we work together to find a solution.

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