FAQs

Still have questions? Of course you do. See below for helpful FAQs on Power Alliance Finance, our products and your account. Or simply put your query into the search bar and we’ll find the answer for you.

Top asked General questions

How can I access my Power Alliance Finance Online account?

To access your account you will first need to register. Simply go to www.pafonline.com.au

Select the “Not Registered?” link, then enter your details and create your password.  You will require your Customer ID number which you will find in the welcome letter you received at the commencement of your loan or any other letter that we have sent you.

 

What Identification and Documents do I need to apply?

We’ve created a checklist for you before you head into the dealership.

 

What happens to my car loan if my business is forced to close?

If your business has been forced to close, you may be eligible for financial support.

Apply Online to start the process.

Other banks are offering to defer payments. I would like to defer mine. What can I do?

We review and assess each customer needs on a case-by-case basis and our goal is to provide responsible and sustainable solutions that meet an individual’s needs.

If you have been affected by COVID-19, you may be eligible for financial support.

Apply Online to start the process.

What happens to my car loan if I lose my job or I think I may lose my job?

Power Alliance Finance is committed to assisting customers, especially during this challenging time. We understand the evolving COVID-19 situation is affecting our customers and we are here to help.

Should you lose your employment because of COVID-19, you may be eligible for financial support.

Apply Online to start the process.

I am experiencing financial hardship, how can Power Alliance Finance assist me?

Power Alliance Finance is committed to giving consideration and assistance to customers who are experiencing financial hardship.

Financial hardship involves an inability, rather than an unwillingness, to pay and may be attributed to unforeseen factors including loss of employment, family breakdown, illness, injury or even the death of a family member. Hardship can even encompass situations where customers are impacted by natural disasters such as fire or flooding.

For individual or small business customers suffering financial hardship, Power Alliance Finance may be able to assist in a number of ways including deferring payments, capitalisation of arrears, a moratorium or reducing the payments.

In order to assess your eligibility for financial hardship assistance we require you to complete a “hardship application”. Once this has been completed and returned to us, one of our representatives will contact you to discuss alternative solutions available.

You can request a hardship application by writing to The Hardship Team, Power Alliance Finance, PO Box 1354, Macquarie Centre NSW 2113. Call us direct on 138 100 or email hardship@poweralliancefinance.com.au

Can I sell my car while it is under finance?

Power Alliance Finance holds security over all vehicles financed with us. You may negotiate with a purchaser to sell your car, however you are obligated to pay your loan in full upon the sale of your financed vehicle.

You can obtain a final payout quote from Power Alliance Finance Online along with details of how to make the final payment. We won’t confirm this amount to the purchaser without your authorisation, so please provide them with your account number and Payout ID, or simply pass them a copy of the Payout letter that you can access at the site.

More General questions

I am experiencing financial hardship and having difficulties with my payments. What can I do?

Power Alliance Finance is committed to giving consideration and assistance to customers who are experiencing financial hardship.

 

Financial hardship involves an inability, rather than an unwillingness, to pay and may be attributed to unforeseen factors including loss of employment, family breakdown, illness, injury or even the death of a family member. Hardship can even encompass situations where customers are impacted by natural disasters such as fire or flooding.

 

For individual or small business customers suffering financial hardship, Power Alliance Finance may be able to assist in a number of ways including deferring payments, capitalisation of arrears, a moratorium or reducing the payments.

In order to assess your eligibility for financial hardship assistance we require you to complete a “hardship application”. Once this has been completed and returned to us, one of our representatives will contact you to discuss alternative solutions available.

 

You can request a hardship application by writing to The Hardship Team, Power Alliance Finance, PO Box 1354 Macquarie Centre NSW 2113. Call us direct on 138 100 or email hardship@poweralliancefinance.com.au

Can I sell my car while it is under finance?

Power Alliance Finance holds security over all vehicles financed with us. You may negotiate with a purchaser to sell your car, however you are obligated to pay your loan in full upon the sale of your financed vehicle.

You can obtain a final payout quote from Power Alliance Finance Online along with details of how to make the final payment.  We won’t confirm this amount to the purchaser without your authorisation, so please provide them with your account number and Payout ID, or simply pass them a copy of the Payout letter that you can access at the site.

How can I make a complaint to Power Alliance Finance?

Power Alliance Finance works hard to try to ensure you always get the best service from us.

If there’s something about our products or services that you aren’t happy with, then let’s work together to see if we can resolve it quickly and easily using the following process:

Step 1. Let us know

Email us at complaints@poweralliancefinance.com.au or call a Customer Solutions Representative on 138 100 between 8:30am – 7:00pm (EST) Monday to Friday.

All matters are dealt with seriously and are treated in total confidence. We will aim to resolve your complaint to your satisfaction as soon as possible.

Step 2. Escalation to our Internal Dispute Resolution team

If we are unable to resolve your complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.

The IDR team will:

  • Conduct a more detailed investigation into your complaint
  • Keep you informed of the resolution process
  • Answer any of your questions
  • Aim to resolve the complaint promptly, and consistently

The IDR team can be contacted at any time by:

Mail: IDR Manager
Power Alliance Finance
PO Box 9215
Scoresby VIC 3179
Email: complaints@poweralliancefinance.com.au

 

Step 3. Seek an external review

If you aren’t satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

The Australian Financial Complaints Authority can be contacted by:

Phone:  1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 31
Melbourne VIC 3001
Email: info@afca.org.au
Web: afca.org.au

 

For more information please refer to our Customer Complaints Policy.

Can I have a statement mailed to me?

You can request that a statement be posted to you by contacting our National Customer Solutions Centre on 138 100. The statement will be generated overnight and posted to you the following business day. We can also email should you request it .Please note that a fee is payable.

Can I have a payout letter mailed to me?

By contacting our National Customer Solutions Centre on 138 100, you can request that a payout letter be posted to you. The letter will be generated overnight and posted to you the following business day. We can also email should you request it. Please note that a fee is payable.

What do I do if my vehicle registration details have changed?

You can advise us of the updated vehicle details by contacting our National Customer Solutions Centre on 138 100.

What do I do if I have changed my name?

You can advise us of a change of name by sending a copy of the appropriate documentation (e.g. marriage certificate, name change certificate) to our National Customer Solutions Centre by
Email: finance@poweralliancefinance.com.au

How can I authorise a third party to have access to my Power Alliance Finance account?

You may authorise a person, over 18 years of age, to obtain information about your loan account. Contact our National Customer Solutions Centre on 138 100 to be sent a Third Party Authority form, complete and sign it and email it to finance@poweralliancefinance.com.au. Please allow two working days to update your account. Please note that this authority will enable a third party access to information only. They cannot make changes to your payments or direct debit.

I have just received a letter to say that my contract is about to mature and a balloon payment is due. What are my options?

There are several options available for the end of your loan. If you’ve considered upgrading to a new car, you can speak to your local dealer who will be able to show you the new cars available and discuss your finance options.
If you want to payout the loan in full you can simply calculate a figure from the Payout Quote page and finalise the contract. Set up a one off direct debit, or access your EFT or BPAY details on this page.
Alternatively, you can call our National Customer Solutions Centre on 138 100 who will discuss the options for refinancing your balloon or residual for a further period.

I have paid out my Power Alliance Finance loan. When will the security be removed?

Power Alliance Finance will remove its security over the vehicle when the final payment has been allocated to your loan and there is no outstanding balance due and that payment has been cleared by your financial institution. The time required for payment clearance is dependent upon the payment method and may take up to 8 business days. Paying by BPAY through your financial institution to finalise your loan is the best payment method for timely removal of our security over the vehicle.

How do I have my car removed from the Personal Property Security Register (PPSR)?

Once your contract has been paid in full, the security will automatically be removed from your vehicle after clearance of the final payment.

I am selling my vehicle under finance with Power Alliance Finance. Can I continue to pay my loan?

No, you must pay your loan in full upon the sale of the vehicle. Power Alliance Finance will continue to hold security over the vehicle until the loan is fully paid out and the final payment has cleared.

What types of Finance are available from Power Alliance Finance?

Power Alliance Finance offers a range of financing solutions for both personal and business use vehicles. Finance can be conveniently arranged at your local participating dealership.

Are there any penalties for paying a loan out earlier than the contracted period?

Break fees do apply for finalising your fixed term, fixed rate loan prior to the end of the contracted term. The amount of the break fee varies based upon the loan type.

What term does Power Alliance Finance offer for their finance products?

Power Alliance Finance offers loans ranging from 12 to 72 months in length, subject to Power Alliance Finance policy and approval, with a variety of flexible payment options. While all loans run on a monthly billing cycle we offer the flexibility of weekly, fortnightly or monthly payments.

I want to purchase a vehicle that is under finance with Power Alliance Finance. Can I take over the finance?

No, it is not possible to take over the loan on a vehicle that is under a contract with Power Alliance Finance.

Can I purchase a vehicle that Power Alliance Finance has registered interest in?

Power Alliance Finance will hold an interest in any vehicle financed by us until the loan for that vehicle is paid in full and the final payment for that vehicle has cleared. You will need to negotiate with the owner of the vehicle to ensure the loan is paid out in full before the vehicle can be transferred into your name. If you purchase the vehicle and the vehicle is not paid out in full, Power Alliance Finance will retain an interest in the vehicle.

What is the current interest rate offered by Power Alliance Finance?

Power Alliance Finance offers Individual rates for a fixed term on a range of consumer and commercial products. The rate is determined on a number of factors including your credit score. Your local Dealer can assist you with a finance quote.

Will Power Alliance Finance provide finance for vehicles purchased privately?

Power Alliance Finance only provides finance for motor vehicles purchased through a licensed motor dealer.

Can I contact Power Alliance Finance directly for a quote to finance my car?

Power Alliance Finance works closely with our Dealer network to provide a personalised service ensuring the best finance product for your needs. The Business Manager at your local participating dealership is the best person to speak to about financing your next vehicle.

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Disclaimer

This information provided by Power Alliance Finance, a division of Australian Alliance Automotive Finance Pty Limited ABN 63 002 407 703, Australian Credit Licence 513747 is of a general nature and for information only. Nothing on this website constitutes or should be considered to constitute legal, taxation or financial advice. Before making a decision about any of the products and services featured on this website, you should consult with your own independent legal, taxation and financial advisors, who can advise you about your personal circumstances.

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