FAQs

Get the Facts

About Lisa

Who’s Lisa?

Actually, it’s more like What is Lisa? Lisa is the lease product of Flexirent Capital Pty Ltd, a subsidiary of FlexiGroup Pty Ltd. Effectively, it allows you to take advantage of the latest goods for work, study and/or your lifestyle, and stay up to date with new product releases. Since you’ll be leasing, rather than buying goods, Lisa can provide you with a great way of always having the latest and greatest without the upfront outlays that buying requires.

Where can I find Lisa?

Lisa is currently available at Harvey Norman, Domayne and Joyce Mayne stores throughout Australia.

 

Theft, accidental loss and accidental damage.

What happens if I accidentally lose or accidentally damage the goods I have leased?

If your goods are stolen, accidently lost or accidentally damaged we’ll usually cover you for repairs or replacements – even if something happened during an overseas trip of up to 28 days. Just call us, and notify the police in the case of theft, as set out in the FAQ below and we will help to sort things out. This protection is part of Lisa’s FlexiCare program and is included in your agreement. Read the full details in our Terms and Conditions.
 

Am I eligible for FlexiCare loaner goods?

If you’re waiting for repairs or a replacement of a laptop, smartphone, tablet or digital camera, yes, you usually are eligible. Loaner goods will be of the same or similar model as your leased goods and they’ll be available for you to use until your damaged goods are replaced or returned.

If you live in a metro area, the loaner goods should reach you within 2 business days – as long as your request is made during business hours and stock is available. Other areas may take a little longer. For more information, call us on 1800 225 472. This protection is part of Lisa’s FlexiCare program and is included in your agreement. Read the full details in our Terms and Conditions.
 

What should I do if the leased goods are accidentally lost, accidentally damaged or stolen?

If stolen, contact the police within 48 hours of the incident (VIC – In person, QLD/WA/ NT/NSW/SA/TAS/ACT – Online). More details here.

Contact Lisa on 1800 225 472 or lodge an event report online within 14 days to tell us about the, accidental loss, accidental damage theft.

Give us the police incident reference number if stolen.

The team at Lisa will be able to help you through the rest of the process.
 

Does it cost me anything to report accidentally lost, accidentally damaged or stolen goods?

No. Not for reporting the theft, accidental loss or accidental damage to us. However, if you would like Lisa to process the event, and a repair or replacement is required, a fee of $110 will apply.
 

And if I don’t return the loaner goods after replacement or repairs?

Loaner goods are meant to be a short-term solution only. If you return the loaner goods soon after we repair or replace your leased goods, you won’t be charged anything. If you do not return the loaner goods within 21 days, a fee of up to $110 per month may be charged. See Terms and Conditions for more information.

 

End-of-lease questions

What happens at the end of the lease?

You will need to discuss your end-of-lease options with us at least 3 months before your agreement finishes.

At this point you’ll need to think about what you would like to do with your leased goods:

  • - Return the goods and end your agreement
  • - Apply to upgrade/switch to new goods
  • - Apply to continue to lease on a monthly basis
     

What are my end-of-lease options?

There are a range of lease options that may be available to you:

1. Return: If you don’t want to continue leasing, you’re welcome to return the goods and end your agreement with Lisa.

2. Upgrade to new goods early: If you’d like to update to new goods (valued at $500 or more) before your agreement ends, let us know, as it could save you on lease payments. Simply apply to take out a new agreement with new goods at any stage from your Switch- Point onwards. If your application is successful, then simply return your existing goods and we will waive your remaining payments on your current agreement.

3. Double Time: Double the length of the term of your lease agreement by paying 1 additional monthly lease payment. You can continue using the goods and enjoy the benefits of the FlexiCare Program for the double time period. (Available for customers on eligible, approved and settled lease agreements after 12th October 2018.)
 

Who can I contact to talk about my lease options?

Just call the team at Lisa on 1800 225 472 to talk about your needs and which options suit you best.

What about returning the goods? And who pays for the delivery?

Please return the goods in the same condition as when you received them (subject to fair wear and tear) with their manuals and accessories to any of our warehouse partners below. The cost to return the goods is yours.

 

Concerns or feedback

What can I do if I have any concerns or feedback?

We genuinely want to hear suggestions for improvement and be given the opportunity to resolve any situations, confusions or complaints that may arise. If your complaint is not resolved by the Customer Service Team, refer your complaint to our Customer Relations Complaints Team by calling 1300 858 608 9am-5pm, Monday-Friday or emailing CustomerRelations.Complaints@Flexigroup.com.au.

If you are unhappy with the resolution of your complaint by our Customer Relations Complaints team, the Australian Financial Complaints Authority (“AFCA”) helps individuals and small business customers resolve problems and disputes with their financial service provider, and its use is free for individual customers. AFCA can be contacted online at www.afca.org.au via telephone at 1800 931 678 or in writing through GPO Box 3, Melbourne, VIC 3001 (Australia).