The kinds of personal information that we collect and hold include:
Inbound and outbound phone calls to and from our call centres are recorded and may be monitored or reviewed for compliance, record-keeping and training purposes. We periodically delete call-recordings.
As our interactions with you are most likely to relate to your account or product, it is not possible for you to interact with us anonymously or using a pseudonym unless the interaction is a general inquiry or does not relate to your account.
We may collect and hold personal information in ways that include:
We will take reasonable steps to protect your personal information by storing it in a secure manner. We may store information in electronic or non-electronic form. We will also take reasonable steps to protect any information from misuse, loss and unauthorised access, modification or disclosure.
We collect, hold, use and disclose your personal information for the purpose of efficiently and effectively carrying out our functions and activities including:
It is important to us that the personal information we hold about you is accurate and up to date. During the course of our relationship with you we request that you inform us if any of your personal information has changed. If you wish to make any changes to your personal information, you may contact us or alternatively log in to our customer portal (if applicable) to access and update the relevant information.
You can make an access request to us for the personal information we hold about you. We will not charge you a fee for making an access request, but we may charge a reasonable fee for supplying access to the information we hold about you. When this applies, we will advise you upfront that a fee may apply and the basis for the calculation of the fee.
Depending on the type of request that you make we may respond to your request immediately, otherwise we will respond to you as soon as we reasonably can, but within 28 days. If we are unable to meet this timeframe, we will advise you. There may be situations where we are unable to provide you with access to your information. If this applies, we will advise you of this and the reasons (if we are able to).
For New Zealand only, where your personal information is not held by us but we believe the information to be held by another organisation, we will transfer your request to the other agency within 10 working days after we receive the request.
If any of the personal information we hold about you is incorrect, inaccurate or out of date, you may request that we correct the information. We may need to consult with other organisations as part of our investigation. If we refuse to correct information we will advise you of this and provide you with the reasons for not correcting the information (if we are able to).
Depending on the type of correction request that you make we may respond to your request immediately, otherwise we will respond to you as soon as we reasonably can, but within 28 days. If we are unable to meet this timeframe, we will advise you.
If you are dissatisfied with how we have dealt with your personal information or about a breach of the privacy legislation or Privacy Principles, you may contact us to make a complaint. We will respond to your complaint within 28 days. If we are unable to meet this timeframe, we will advise you.
Our contact details are:
Phone: (07) 3535 9020 Email: email@example.com
You can also contact the following external sources:
Office of the Australian Information Commissioner Phone: 1300 363 992 Website: www.oaic.gov.au
For New Zealand:
Financial Services Complaints Ltd Phone: 0800 347 257 Website: www.fscl.org.nz
Privacy Commissioner Phone: 0800 803 909 Website: www.privacy.org.nz
We may disclose your personal information to organisations that include:
We may also disclose certain personal information to credit reporting bodies. For example, if you fail to meet your repayment obligations, we may be entitled to disclose that information to such a body. When such information is disclosed to a credit reporting body, that body may include such information in reports that are subsequently provided to credit providers to assist them in assessing your credit worthiness. We may disclose information to the following credit reporting bodies:
illion Phone: 13 23 33 Website: www.illion.com.au
Experian Phone: 1300 783 684 Website: www.experian.com.au
Equifax Phone: 1300 921 621 Website: www.equifax.com.au
For New Zealand:
illion Phone: 0800 733 707 Website: www.illion.co.nz/
Experian Phone: (64) 9 927 4611 Website: www.experian.co.nz
Equifax Phone: 0800 692 733 Website: www.equifax.co.nz
Like most businesses, we may need to disclose certain information to overseas recipients from time to time to perform certain functions and activities. We take the necessary steps to ensure that personal information is protected when it is disclosed overseas. We may disclose your information to our clients, contractors or service providers in overseas countries including (but not limited to) New Zealand (for those not in New Zealand), Australia (for those not in Australia) and the Philippines. If we have reason to believe that you are located overseas, we may disclose your information to our overseas agent in that country to assist us in performing our functions and activities.
Occasionally we may use your personal information to provide you with current information about offers you may find of interest, changes to our organisation, or new products or services being offered by us. If you do not wish to receive marketing information, you may at any time contact us to request that you no longer receive direct marketing. We will give effect to your request at the earliest possible opportunity.