Code of Ethics

01 Legal and Regulatory Compliance

• Members shall comply with all Commonwealth, State, and Territory laws governing the pawnbroking industry.
• Members must maintain valid licences and always operate within the legal framework.

02 Honesty and Integrity

• All dealings must be conducted in a fair, honest, and transparent manner.
• Members must not engage in deceptive, fraudulent, or unethical practices.
• Items must be accurately represented, and valuations must be justifiable and documented.

03 Fair and Respectful Customer Service

• Customers shall be treated with courtesy, respect, and without discrimination.
• All transaction terms—including interest rates, charges, and redemption dates—must be clearly explained and provided in writing.
• Contracts must be fair, transparent, and compliant with all legal requirements.

04 Responsible Lending and Transparency

• Members shall act responsibly in offering pawn loans, ensuring terms are fair and not exploitative.
• Full disclosure of all costs, obligations, and conditions is required at the time of the transaction.
• Vulnerable customers must not be taken advantage of under any circumstances.

05 Privacy and Confidentiality

• Customer information must be handled in accordance with the Australian Privacy Principles.
• All personal, transactional, and financial information must be securely stored and only used for lawful purposes.
• Members must ensure proper safeguards against unauthorised access or disclosure.

06 Handling of Goods

• All pledged or purchased items must be treated with care and stored securely.
• Accurate, detailed records must be kept for all transactions and goods.
• Suspected stolen property must be reported to the appropriate authorities without delay.

07 Professionalism and Continuous Improvement

• Members shall pursue ongoing education and training to enhance their professional knowledge and service.
• Ethical standards must be maintained in all business dealings, promoting a positive image of the industry.
• Members must always represent the NPAA with dignity and responsibility.

08 Complaints and Dispute Resolution

• Members must provide a clear, accessible process for handling customer complaints.
• Disputes shall be addressed professionally and fairly, using independent mediation services where appropriate.
• Customer concerns must be resolved promptly and respectfully.