Frequently Asked Questions
Find answers to common questions about our products, services, and application process
General Questions
What is Jokuda and what services do you offer?
Jokuda is an online broker specialising in business and consumer lending solutions. We offer a comprehensive range of products including business loans, asset finance, commercial property loans, personal loans, home loans, car finance, credit cards, and debt consolidation services. Our mission is to provide accessible, transparent, and competitive financial solutions to help Australians achieve their financial goals.
Are you licensed and regulated?
Yes, Jokuda Pty Ltd holds Australian Credit Licence No. 573020 and is regulated by ASIC under the National Consumer Credit Protection Act 2009. We are a proud member of the Australian Financial Complaints Authority (AFCA), ensuring independent dispute resolution for our customers. Our technology-driven platform operates in full compliance with all relevant Australian financial services laws and regulations, providing you with secure and transparent financial services.
How do I contact customer support?
We offer multiple ways to get in touch:
- • Phone: 1300 JOKUDA (1300 565 832) - (not currently active) Monday to Friday, 8am to 6pm AEST
- • Email: [email protected]
- • Live Chat: Available on our website during business hours
- • Online: Submit an enquiry through your account dashboard
For urgent matters outside business hours, you can leave a message and we'll respond within 24 hours.
Application Process
How long does the application process take?
How long it takes depends on the lender you end up with and how complete your application is, so we don't publish fixed timeframes here.
The online application itself is quick to fill in. From there, the lender reviews your documents, makes a decision, and releases funds if approved — and the pace of each of those steps is set by that lender's own process, not by us.
Our job is preparing your application right the first time so there's nothing missing to slow it down, and telling you what to expect for your situation as soon as we know.
What documents do I need to apply?
For Business Loans:
- • Australian Business Number (ABN)
- • Business financial statements (last 2 years)
- • Bank statements (last 6 months)
- • Tax returns and BAS statements
- • Business plan and loan purpose details
For Personal Loans:
- • Proof of identity (driver's licence, passport)
- • Proof of income (payslips, tax returns)
- • Bank statements (last 3 months)
- • Employment details
For Home Loans:
- • All personal loan documents above
- • Property details and valuation
- • Deposit confirmation
- • Insurance information
Can I apply if I have bad credit?
Yes — a less-than-perfect credit history doesn't rule you out. Lenders differ widely in how they treat past defaults and thin credit files, and part of our job as a broker is knowing which lenders genuinely consider your situation. We look at factors such as current income, employment stability, existing debts, and the purpose of the loan, then match you with lenders whose credit policy fits — rather than submitting applications broadly and adding unnecessary enquiries to your credit file. If you have concerns about your credit history, speak with us before applying anywhere and we'll talk through your options.
Rates and Fees
What are your current interest rates?
Rates change often and depend on your situation, so we don't publish a static rate list here. For home loans and car loans you can see current lender rates on our Compare Rates page, updated from our lender panel.
For personal and business loans, pricing is risk-based and personalised — we'll show you real numbers for your situation after a quick conversation.
What fees are involved?
Fees vary by lender and product — some lenders charge application or establishment fees, others charge none, and that difference is part of what we compare when we rank your options.
Our service is free to you on most products. Where a broker fee applies to your situation, we disclose it before you commit, and every fee — ours and the lender's — is set out in your loan documents before you sign.
How is interest calculated?
Interest is set and charged by your lender, not by Jokuda. Most lenders calculate interest daily on the outstanding balance and charge it monthly. For fixed-rate loans, the rate stays the same for the fixed period; for variable-rate loans, it can move with market conditions.
Many loans let you make additional repayments to reduce the total interest paid — check your loan terms. You can compare current lender rates side by side on our Compare Rates page.
Repayments and Account Management
How do I make repayments?
Repayments are made to your lender, not to Jokuda. Almost all lenders offer direct debit from your nominated account, and many also support BPAY and transfers from your online banking.
Your loan documents and lender welcome pack set out the options available, including how to change your payment frequency or make extra repayments. If you're not sure what your lender supports, contact us and we'll point you in the right direction.
Can I pay off my loan early?
Many lenders allow extra repayments or early payout without penalty, but policies vary — fixed-rate loans in particular can carry break costs. If paying your loan off early matters to you, tell us upfront and we'll weight lenders with flexible repayment terms in your comparison. Any early-repayment conditions are set out in your loan documents before you sign.
What happens if I miss a payment?
Late-payment fees and processes vary by lender, and missed payments can affect your credit report.
If you're having trouble making repayments, contact your lender early — most have hardship processes, and Australian lenders are required to consider hardship requests. You can also contact us and we'll help you understand your options.
Security and Privacy
How do you protect my personal information?
We take your privacy and security seriously:
- • All data is encrypted using industry-standard SSL/TLS protocols
- • We comply with the Privacy Act 1988 and Australian Privacy Principles
- • Personal information is only used for the purpose for which it was collected
- • We have strict internal controls and access protocols
- • Regular security audits and penetration testing
- • Secure data centres with 24/7 monitoring
You can view our full Privacy Policy on our website or request a copy by contacting us.
Do you share my information with third parties?
We only share your information with third parties when necessary for providing our services, such as credit reporting agencies, property valuers, or legal requirements. We never sell your personal information to third parties for marketing purposes. Any sharing of information is done in accordance with our Privacy Policy and applicable laws. You can opt out of certain types of information sharing by contacting our privacy officer.
Fact-Find Process
What is the fact-find process?
The fact-find is a structured conversation (usually 20–45 minutes, either online or with a Jokuda broker) where we capture the full picture of your finances, goals, and circumstances. It covers income and expenses, assets and liabilities, employment history, household structure, and your objectives for the loan. It's how we move from a quick shortlist to a recommendation we can stand behind.
Why is the fact-find important?
Lenders don't approve loans on rough self-reported numbers. They need full serviceability — every dollar in and out, verified against payslips, bank statements, and tax returns. The fact-find is also a regulator-mandated step under the Best Interests Duty: as your broker, we're legally required to understand your situation deeply before recommending any product. Skipping it means we can't legally recommend anything; doing it properly means our recommendation actually reflects what's best for you.
How long does the fact-find take?
For a straightforward home loan, allow 20–30 minutes. For complex situations (multiple income sources, business owners, joint applicants, investment portfolios), 45–60 minutes. You can complete the digital fact-find at your own pace and save your progress.
What documents will I need?
Identification (driver's licence or passport), recent payslips (usually 2 most recent), 3 months of bank statements, an ATO payment summary or recent tax return, and proof of existing debts (credit card statements, other loan statements).
For business owners or self-employed: two years of business financials plus your last two personal tax returns.
Is my fact-find information secure?
Yes. All personally-identifying information is encrypted at the application layer (AES-256-GCM). Only Jokuda staff with explicit need-to-know access can view your decrypted data, and every access is audited. We never share your information with a lender without your written consent.
What happens after the fact-find?
Our broker reviews your fact-find against our panel of 50+ lenders using full eligibility rules — not just the rate-card filtering used for your preliminary match. We then send you a written recommendation explaining which lender(s) are best-suited and why. Once you approve, we lodge the formal application — that's typically the first step that involves any credit check.
Still Have Questions?
Can't find the answer you're looking for? Our customer support team is here to help you with any questions about our products and services.