The Credit Guide
Everything you need to know about how we work as your mortgage broker — the lenders and products we offer, how we’re paid, the fees and charges that may apply, and exactly what to do if you ever have a concern.
The Finance Office · 383 Woodstock Ave, Plumpton NSW 2761 · Licensee: Mufti Finance Corporation Pty Ltd (Australian Credit Licence 390234) · ACN 125 484 166
We are here to help
As your mortgage broker, we bring the whole lending market to one conversation — and an obligation to act in your best interests when providing credit assistance.
We offer choice
We offer choice, experience and an obligation to act in your best interests when providing credit assistance. That’s why we focus on understanding your goals and circumstances — so we can find the right loan solution for you.
We offer convenience
With an understanding of what matters to you and what you are looking for, we can research home loan options on your behalf — saving you time and effort.
We help progress your application
We’re here to prepare and help progress your loan application, and work with our lender network to help secure your loan.
The Credit Guide
The Credit Guide contains key information you need to make an informed decision about your loan options. Please take the time to read and understand all the information contained in this guide.
Who is providing your credit assistance
This Credit Guide provides you with the key information you need to know about the finance broking services offered to you. It summarises our offerings, the fees and commissions we may receive, and the process to follow if you have a complaint. Please don’t hesitate to ask if you need more information or clarification.
| Broker — Our / Us | The Finance Office |
| Authorised Credit Representative name/s | Hussain Mufti, Michael Eason and David Balado |
| Organisation / Trading name | The Finance Office |
| Address | 383 Woodstock Ave, Plumpton NSW 2761 |
| Phone | (02) 8609 3232 |
| Email address | [email protected] |
| Australian Credit Licence name & number | Mufti Finance Corporation Pty Ltd (Australian Credit Licence 390234) (Licensee) |
| Australian Company Number of the ACL holder | 125 484 166 |
Choice across the market
As a broker, we are able to offer choice across a number of products and have the opportunity to be accredited to arrange loans with a wide range of lenders.
As at 24/08/2026, the lenders shown below form part of our aggregator’s — Australian Finance Group Ltd (AFG) — lender panel, through which we submit loan applications. We also list the lenders we have settled loans with in the last 12 months.
We aim to provide you with information from a range of lenders and products / loans that we are accredited with. Once you have chosen a loan suitable for you, we will help you prepare an application and obtain approval.
Fees, charges, commissions & disclosures
We want you to know exactly how we’re paid, what you may be asked to pay, and any benefits we may receive — before you make a decision.
Fees payable by you — to third parties
When the loan application is submitted, you may need to pay the lender’s application fee, valuation fees, or other fees that are associated with the loan application process — even if the application for the loan is ultimately unsuccessful.
Fees payable by you — to us or our licensee
If a fee is payable by you, this will be disclosed in a Credit Quote provided to you. If a Credit Quote is not supplied, this indicates that we do not charge consumers any fees.
Payments received by us or our licensee
We, and our licensee or aggregator Australian Finance Group Ltd (AFG), may receive fees, commissions, or financial rewards from lenders in connection with any finance we arrange for you. These fees are not payable by you. Commissions are paid by lenders based on a percentage of the loan balance that is drawn down — in most cases net of any amounts you hold in an offset account. The amount depends on the size of the finance and may vary from product to product. We can provide you with a reasonable estimate of those commissions and how they are worked out, on request. By following responsible lending requirements, we ensure the loan recommended to you is not unsuitable for your situation and objectives.
Fees payable by us — to third parties
We may pay fees to referral partners — such as call centre companies, real estate agents, accountants or lawyers — for referring you to us. These referral fees are generally small amounts in accordance with usual business practice and are not payable by you. On request, you can obtain a reasonable estimate of the amount of the fee and how it is worked out. From time to time, we may also remunerate other parties through payments, rewards or benefits.
Tiered servicing arrangements
Through our relationships with lenders, we may have access to tiered servicing arrangements, which can include faster processing, better information or greater levels of assistance for obtaining loan approvals. We will advise you of any tiered servicing arrangements in place with a particular lender at the time recommendations are made. Access is not based on the volume of new or existing lending our clients have with each lender, and does not entitle us to any additional commissions or payments outside of what we have disclosed to you, or any preferential client discounts.
Other disclosures, benefits or interests
We are prohibited from accepting gifts or inducements over $300. Any benefit given to your broker greater than $100 and less than $350 will be recorded in a Gifts Register, which is available to inspect on request. Please contact us if you wish to view the register.
Other disclosures, referrals, benefits & interests
Referrals
We may receive referrals from a range of sources, including accountants, financial planners and real estate agents. If you were introduced to us by a referral partner, we may pay them a commission or fee, or remunerate them in other ways. Details of any such payments are included in the Credit Proposal Disclosure document provided to you.
Credit & valuation reports
We may be given access to free services such as credit reports and property valuations from our lenders. Details of any relevant services we receive because of a recommendation we make to you are included in the Credit Proposal Disclosure document.
Multiple roles
We may act in other roles or capacities related to the credit assistance provided to you. Each business activity is separate; however, we may be paid remuneration in our other business activities as a result of the credit assistance provided to you. Where a conflict of interest cannot be managed appropriately, we will refer you to another party.
Related parties
We hold relationships with a number of related parties and associates. Details of any remuneration or possible conflicts will be included in the Credit Proposal Disclosure document provided to you.
Shareholding
We may directly or indirectly hold shares or other securities in AFG or the lenders we recommend. Details of any material holdings will be included in the Credit Proposal Disclosure document. Where a material holding prevents us from acting due to a conflict of interest, we will refer you to another party.
AFG & AFG Home Loans
AFG Home Loans Pty Ltd (including AFG Securities Pty Ltd) are wholly owned subsidiaries of AFG. AFG may receive additional remuneration for any white-label AFG Home Loans or securitised AFG Securities products that are settled — in addition to the amounts paid to AFG as a broker aggregator and/or licensee. Details are disclosed in your AFG Home Loan documentation.
About credit representatives
We are authorised to engage in credit activities by our licensee, Mufti Finance Corporation Pty Ltd. As licensee, they share responsibility for the credit assistance we provide to you.
Commonly used lenders by us
The list below documents the 6 lenders most commonly used by us in the previous 12 months. These may differ from the lenders the licensee has disclosed above, due to different accreditation requirements or types of consumers. If fewer than six lenders are shown, this is a summary of the lenders we are able to utilise for loan submissions.
| Financial Institution | % of applications (past 12 months) |
| 1. ANZ | 31.21% |
| 2. Westpac | 20.75% |
| 3. Bankwest | 9.16% |
| 4. Macquarie Bank | 7.9% |
| 5. AFG Home Loans – Retro | 6.01% |
| 6. AFG Home Loans – Align | 5.29% |
The top 6 lenders are based on the total volume of loans lodged in the last 12 months. Where we are not accredited with 6 lenders, the balance of lenders shown is made up of the top 6 lenders of our licensee. Percentages are based on total loans lodged over the past 12 months and will not add up to 100% where loans have been lodged with lenders outside our top 6.
How are we paid?
We may receive all or part of the commissions received by the licensee referred to above, paid to us directly or indirectly. You may obtain from us a reasonable estimate of those commissions and how they are worked out, on request. Commissions are based on a percentage of the loan balance drawn down, most often net of any offset amounts. The way commissions are calculated and paid may vary between lenders. By following responsible lending requirements, the loan recommended to you will not be unsuitable for your situation and objectives.
Fees payable to third parties by us
The information set out earlier in relation to referral fees and other fees payable to third parties also applies to us. On request, you can obtain a reasonable estimate of the amount of the fee and how it is worked out.
Handling your concerns & complaints
If you have a complaint about the service we provide, the following steps and avenues for resolution are available to you. Most complaints arise from miscommunication and can usually be fixed quickly — so please start with us.
Talk to us first
Please contact the team at The Finance Office to express your concern. You can request a written response at this time, even if the complaint is resolved within the first 5 working days.
Internal complaints process
If the issue is not satisfactorily resolved within 5 working days by talking with us, we will apply our internal complaints process to manage your complaint appropriately. The complaint will be escalated to our Complaints Officer, who you may also contact directly.
External dispute resolution
Although we try hard to resolve your concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute, managed externally and independently — at no cost to you.
Complaints Officer
| Name | Hussain Mufti |
| Phone | (02) 8609 3232 |
| [email protected] | |
| Address | 383 Woodstock Ave, Plumpton NSW 2761 |
The maximum time provided for a written response is 30 days, although we aim to resolve issues in a much shorter timeframe.
External dispute resolution (EDR)
The Australian Securities and Investments Commission external dispute resolution (EDR) process is available to you, at no cost:
| Name | Australian Financial Complaints Authority (AFCA) |
| Phone | 1800 931 678 |
| [email protected] | |
| Online | www.afca.org.au |
| Address | GPO Box 3, Melbourne VIC 3001 |