AFIA Online Small Business Lenders Code of Practice

AFIA and Australia’s leading online small business lenders have come together to release a Code of best practice lending principles. The AFIA Code has been developed with support from the Australian Small Business and Family Enterprise Ombudsman, and FinTech Australia.

The AFIA Members having a Code-compliant online small business loan product are: Capify, GetCapital, Lumi, Moula, OnDeck, Prospa and Zip Business.

Launched by AFIA on 29 June 2018, the customer-centric Code supports small business borrowers by giving them a tool (the SMART Box™) to easily compare different online lenders’ small business loan product pricing using several metrics standardised in calculation and presentation and providing a clear and concise loan summary sheet before a loan is accepted so they can see the key features of a product.

The level of pricing transparency and disclosure provided by the internationally recognised SMART Box™ tool establishes a new level of industry best practice in the small business finance segment. This proactive step was taken by the AFIA online lenders as they play an increasingly important role in the Australian economy by providing much-needed access to credit for small businesses.

For more information about the Code email

See Media Release for more detail. 

Code of Practice

This Code of Practice applies to the AFIA Code Compliant Members of the AFIA Online Small Business Lenders Group when they provide Online Small Business Loans. 

Terms of Reference

The Code Compliance Committee is a committee of the Board established under the provisions of the Constitution.  


These By-Laws are administered by AFIA and are binding on all Code Compliant Members.  


The SMART Box™ is a tool for standardising pricing disclosure. It provides multiple pricing metrics to help you better understand / assess the cost of your small business loan.

Find out more on how to become an AFIA Code Compliant Member today

Lodge A Complaint

If you have a complaint against an AOSBL Member you must have first fully exhausted their own internal complaints procedures and those of the Australia Financial Complaints Authority (AFCA) or the ‘Ombudsman’ and received their final adjudications on the matter before you can request AFIA to conciliate on your behalf. If you’ve done that, please provide the following details so that AFIA can begin to assist you with this process.

*Note AFIA has no jurisdiction to deal with complaints against it’s members outside Australia. Only AOSBL members operating within Australia are subject to our Code of Practice and we are therefore unable to invoke our Complaint Handling Service for such complaints.

Supporting Complaint Material
If you have any documentation to submit with this form, please send them direct to with the subject line – Complaint - (your last name/your first name).  

Email Address:
Contact Number :
Postal Address:
Where did you hear about AFIA's AOSBL Complaint Handling Service:
If Other, please provide detail:
Member company complaint is against :
Contract Reference Number:
Date of incident:
Have you raised the complaint with the member through their Internal Dispute Resolution Process:
When did you first complain to the member:
Was this resolved to your satisfaction by the member:
Have you raised the complaint with AFCA's (the Ombudsman) External Dispute Resolution Process? :
Was this resolved to your satisfaction by AFCA?:
Please give an overview of your complaint listing the main points:
Have you contacted any ombudsman or other complaints body about your complaint:
If you have answered Yes to the above question, please give details below :
Please give an overview of your complaint listing the main points :
What outcome are you seeking:
I would like the Australian Finance Industry Association (AFIA) to provide its’ Complaint Handling Service to deal with my complaint. By completing and returning this form I agree for AFIA to act on my behalf to conciliate my complaint, I agree to the personal information contained in this form, and in any supporting documentation or emails, to be shared with the relevant AFIA member, I agree to the AFIA member releasing my personal information to AFIA for the purposes of investigating my dispute. To help prevent similar complaints in the future, I agree that AFIA may publish examples of where things can go wrong, based on real cases, but without mentioning the identity of anyone involved. :

If you have any documentation to submit with this form, please send them direct to with the subject line – Complaint - (your last name/your first name).