We collect and receive personal information directly from our clients and from other business referrers to assist us in conducting our business, which includes:
To enable us to maintain a successful business relationship with you, we may disclose your personal information with other organisations that provide products or services used or marketed by us. The types of organisations to which we are likely to disclose information about you, include other mortgage intermediaries, lenders, valuers, lenders mortgage insurers, surveyors, accountants, credit reporting agencies and lawyers. We may also disclose your personal information to any other organisation that may have or is considering having an interest in your loan or in our business.
In many circumstances, we will collect the above information primarily from you (or from someone who is representing or assisting you). However, there are certain instances in which we will collect information about you from third parties where it is unreasonable or impracticable to collect it directly from you. For example, even where your application is for consumer credit, we may collect information about you from a business which provides information about commercial credit worthiness for the purpose of assessing your application.
Other third parties that we may collect your information from include:
We train staff who handle your personal information to ensure that your personal information is handled appropriately. Our procedures ensure that your personal information is only made available to staff where necessary.
When we refer to personal information, we mean information from which your identity is apparent. This information may include information or an opinion about you, from which your identity can reasonably be ascertained. We may collect certain personal information about you depending on the circumstances in which the product or service is being provided. This information can include:
In the event that we need to collect information about you in relation to credit matters, this can include:
We will only disclose your personal information to other organisations that provide products and services that we use in the ordinary operation of our business. Where possible, we will inform you, at or before the time of collecting your personal information, the types of organisations that we intend to disclose your personal information to. Prior to disclosing any of your personal information to another organisation, we will take all reasonable steps to satisfy ourselves that:
(a) the organisation has a commitment to protecting your personal information at least equal to our commitment; and
(b) you have consented to us doing so.
Where the Privacy Act permits it, we may disclose your personal information for the purposes above to third parties. Other third parties that we may disclose your personal information to include:
Circumstances in which we may disclose your personal information would be to a Court or Tribunal in response to a request or in response to a subpoena or to the Australian Taxation Office.
You may ask us for the personal information that we hold about you at any time or you may ask us to correct it if you feel that the information is inaccurate or incomplete. We will destroy all your personal information when it is no longer required for our business operation.
There may be situations where we are not required to provide you with access to your personal information. For example, such a situation would be information relating to an existing or anticipated legal proceeding with you, or if your request is vexatious. An explanation will be provided to you if we deny you access to your personal information we hold.
We take all reasonable steps to protect your personal information by storing it electronically with restricted access to staff only. All paper files are stored in a vault when not in immediate use. All personal information is protected by password access and if no longer needed we de-identify or destroy the information.
The Privacy Act gives you the right make a complaint if you believe that we have not complied with its obligations under the Privacy Act, including obligations relating to consumer credit information under Part IIIA of the Privacy Act and the Credit Reporting Code. If you believe this to be the case, please contact our offices by telephoning 1300 555 888 or by writing to us at Suite 5 32-36 Metro Parade, Mawson Lakes SA 5095
We will endeavour to contact you within 7 days of you making your complaint acknowledging receipt of your complaint. It is our policy to investigate and resolve all complaints (where practicable) within 30 days of receiving the complaint. Where it is a legal requirement to do so, then in the event we need more time to investigate and resolve your complaint, we will notify you as to the reasons why and seek your agreement to extend this 30 day period (if you do not agree, we may then not be able to resolve your complaint).
Please note, that where your complaint relates to your credit information, we may consult with a credit reporting body or other credit provider in order to investigate and resolve your complaint. Depending on the type of complaint, it may also be necessary for us to consult with other third parties.
In the event your complaint is not handled satisfactorily by us, you can contact the below mentioned External Dispute Resolution Schemes (“EDR Scheme”) as set out below:-
Australian Financial Complaints Authority Limited (AFCA)
Phone: 1800 931 678
In most circumstances it will be necessary for us to identify you in order to successfully do business with you, however, where, it is lawful and practicable to do so, we will offer you the opportunity of doing business with us without providing us with personal information. Such a situation would be where you make general inquiries about interest rates or current promotional offers.
Where sensitive information is collected, stored, used or transferred about you, we will only use this information if you have consented or in the exercise or defence of a legal claim. Sensitive information is information relating to your racial or ethnic origin, political persuasion, memberships in trade or professional association or trade unions, sexual preferences, criminal record, or health.
From time to time we may use your personal information to provide you with current information about mortgage loans, special offers you may find of interest, changes to our organisation, or new products or services being offered by us or any company we are associated with. If you do not wish to receive marketing information, you may at any time decline to receive such information by contacting our offices by telephoning 1300 555 888 or by writing to us at Suite 5 32-36 Metro Parade, Mawson Lakes SA 5095 .
We will not charge you for giving effect to your request and will take all reasonable steps to meet your request at the earliest possible opportunity.