Our approach
We hold ourselves to a high standard, with an aim to treat our customers with dignity, honesty and respect.
No two customers are the same, so we consider each person’s situation individually. That way, we can offer a tailored solution that works for them.
We are committed to conducting business ethically and fairly.
We aim to provide dedicated support for our customers, including those in hardship.
Customer Advocate
An independent voice for our customers, the Customer Advocate ensures that customers are heard, treated with dignity, and supported through their journey with us.
We uphold a high standard of corporate governance
Our Board of Directors is responsible for establishing the Company’s corporate governance framework, the key features of which are set out in our Corporate Governance Statement.
The Company’s corporate governance practices are consistent with the 4th edition of the ASX Corporate Governance Principles and recommendations which were released in February 2019. Our Corporate Governance Statement discloses the extent to which the Company has followed these practices.
- Corporate Governance Statement effective 25 August 2025Corporate Governance Statement
- Code Of ConductThe Company is committed to conducting itself with integrity, honesty and fairness in all business practices.
- Whistleblower Policy effective February 2025This Policy is intended to encourage and enable the raising of serious concerns by the Company or Personnel.
Compliance policies
The following documents provide additional oversight on the Company’s corporate governance practices.
- Download Audit and Risk Management Committee Charter effective June 2025
- Download Belonging Statement effective June 2025
- Download Board Charter effective 25 August 2025
- Download Conflict of Interest Policy Statement effective June 2025
- Download Continuous Disclosure and Shareholder Communications Policy effective 25 August 2025
- Download Constitution - Pioneer Credit Limited
- Download Dividend Reinvestment Plan - Frequently Asked Questions effective January 2021
- Download Environmental and Social Governance Policy effective June 2023
- Download Equity Incentive Plan October 2023
- Download Gifts Policy effective June 2025
- Download People, Remuneration and Nomination Committee Charter effective June 2025
- Download Policy and Procedure for the Selection and (Re) appointment of Directors effective April 2025
- Download Procedure for the Selection, Appointment and Rotation of External Auditor effective February 2025
- Download Process for Performance Evaluation effective February 2025
- Download Risk Management Policy effective July 2024
- Download Securities Trading Policy effective February 2025
- Download Workplace Gender Equality Report - Executive Summary – 2023-24
Board committees
The Board has an Audit & Risk Management Committee comprising:
- Mr Stephen Targett
- Ms Pauline Gately (Chairperson)
- Mr Andrew Whitechurch
The key responsibilities of the Committee are in relation to:
- Audit
- Financial and Corporate Reporting
- External Audit
- Related Party Transactions
- Tax Risk Management and Compliance
- Internal Audit
- Risk
- Risk Management
- Insurance
- Compliance
The Board has a People, Remuneration and Nomination Committee comprising:
- Mr Stephen Targett (Chairperson)
- Mr Keith John
- Ms Pauline Gateley
- Mr Andrew Whitechurch
- Mr David Birrell
The People, Remuneration and Nomination Committee performs the following roles:
- Review and advise on the selection and appointment practices of the Company as they pertain to employees.
- Review and advise on the plan for future leaders, to ensure they are properly developed so that they are able to provide sufficient succession for key positions.
- Review and recommend the remuneration strategy.
- Engage Remuneration Consultants as required, and ensure compliance with the Corporations Act 2001, in particular, Part 2D.8.
- Evaluate the performance of the Board including its committees and individual members.
- Review the composition of the Board to ensure it adequately discharges its responsibilities.
- Review the term of individual directors, and make any recommendations for change, considering the Company’s Policy and Procedure for the Selection and (Re)Appointment of Directors.
- Review the Board skills matrix to identify and assess necessary or desirable director competencies.
- Oversight and recommendation of the Company’s Diversity policy.
- Review and recommendation of any statutory remuneration reporting, including any audited Remuneration Report.
Dispute resolution
When we receive a complaint, we work hard to resolve it internally in a satisfactory manner, and as quickly as possible.
Our Compliance team address the complainant’s concerns by investigating the full circumstances surrounding the complaint. We aim to respond as soon as possible, with a typical turnaround time between 21-30 days.
If the complainant is not satisfied with our initial response, the matter will be escalated for additional assessment. We aim to respond with our findings as quickly as the individual circumstances of the matter allow.
In the unlikely event the complaint cannot be resolved directly with Pioneer, the complainant has the option of submitting it to our external dispute resolution scheme, the Australian Financial Complaints Authority.