NILS Client Rights and Responsibilities

Client Rights

  • Be treated fairly and with respect regardless of your personal circumstances and beliefs.

  • Be told if you can apply for a loan and how to do so.

  • Know and agree to what happens to the information we keep about you and your financial situation.

  • Give feedback or make a complaint without it affecting whether or not you get help from us.

  • If available, access an interpreter, advocate, or other support person to assist with the NILS application.

  • Receive a loan without fees, charges or interest if your application is approved.

  • Be informed about the loan decision making processes.

  • Be referred to financial counselling if you need to.

  • Put NILS repayments on hold or change the amount you repay if you get into difficulties repaying the loan.

  • Restart loan repayments if you stop.

  • Be able to apply for a second NILS loan once you’ve started to repay the current loan if you are eligible (up to a combined total of $1,500 if you can afford it).

  • Be able to apply for another NILS loan (up to a total of $1,500 if you can afford it) if you are eligible once you’ve paid your current loan back.

Client Responsibilities

  • Act in a manner that respects the rights of other clients, staff and volunteers of the organisation.

  • Give clear information to assess the loan.

  • Make sure the information you give us is accurate.

  • Let us know if you’re happy or unhappy with our service without being rude or aggressive.

  • Tell us if you would like someone with you during the loan interview or to help with the loan application.

  • Make regular payments and pay the loan back so that someone else in the community can get a loan like you did.

  • Ensure all information provided is true and correct, and that no false or misleading information is given at any time.

  • Tell us if you have any financial difficulties now.

  • Tell us if you have any financial difficulties in the future. Restart payments as soon as possible.

  • Make regular payments when you restart, tell us if you have any financial difficulties in the future.

  • Meet the repayment amounts for the first loan and for the second loan.

  • Be able to meet the repayments for the new loan.