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Privacy

Respecting your privacy and the law

The privacy of your personal information is always important to us at EquityLend Finance Solutions. We are committed to respecting your right to privacy and protecting your personal information. We are bound by the National Privacy Principles in the Privacy Act 1988 (Commonwealth).Our staff are trained to respect your privacy in accordance with our standards, policies and procedures.

About this Privacy Policy

This Privacy Policy outlines how we manage your personal information. It also describes generally the sorts of personal information held and for what purposes, and how that information is collected, held, used and disclosed.

Our Privacy Policy applies to all your dealings with us regardles of how information collected (eg in person or via our websites). We encourage you to check our websites regularly for any updates to our Privacy Policy.

Collecting your personal information

If you are acquiring or have acquired a product or service from EquityLend, we will collect and hold your personal information for the purposes of:

  • providing you with the relevant product or service (including assessing your application and identifying you)
  • managing and administering the product or service
  • protecting against fraud where it is a banking and finance, or insurance, product or service.

We may also collect your personal information for the purpose of letting you know about products or services that might better serve your financial and lifestyle needs or promotions or other opportunities in which you may be interested.

The information collected may include your name, postal or email address, date of birth, financial details, tax file number, health information or other information the organisation considers necessary.

We will, if it is reasonable or practicable to do so, collect your personal information from you. This may happen when you fill out a product or service application or an administrative form (eg a change of address form) or when you give us personal information over the telephone or through our website.

In certain cases we collect your personal information from third parties. For example, we may need to collect personal information from a credit reporting agency, your representative (such as a legal adviser), a financial adviser, your employer or publicly available sources of information or any of the other organisations identified below under "Using and Disclosing Your Personal Information".

Using and disclosing your personal information

In line with modern business practices common to many financial institutions and to meet your specific needs (such as where you have a financial adviser) we may disclose your personal information to the organisations described below. Where your personal information is disclosed we will seek to ensure that the information is held, used or disclosed consistently with the National Privacy Principles and other applicable privacy laws and codes.

The relevant organisations are those

  • involved in providing, managing or administering your product or service such as third party suppliers (banks and non banks), lenders mortgage insurers and our advisers
  • who are your financial advisers and their service providers
  • which are your representatives including your legal advisers
  • as required or authorised by law, for example, to government or regulatory bodies for purposes related to public health or safety, the prevention or detection of unlawful activities or to protect public revenue
  • where you have given your consent.
  • trustee or custodial services - other organisations to which personal information is usually disclosed are superannuation and managed funds organisations and their advisers and other organisations involved in our normal business practices
  • life insurance products or general insurance products - other organisations to which personal information is usually disclosed are medical professionals, medical facilities, health authorities, assessors, underwriters, reinsurers and fraud detection agencies and other organisations involved in our normal business practices.

Keeping your personal information accurate and up-to-date

We aim to make sure that the personal information we collect, use or disclose is accurate, complete and up-to-date. We will take reasonable steps to make sure this is the case. This way we can provide you with better service.

If you believe your personal information is not accurate, complete or up to date, please contact us (see Contacting Us below).

Protecting your personal information

We store information in different ways, including in paper and electronic form. The security of your personal information is important to us and we take reasonable steps to protect it from misuse and loss and unauthorised access, modification or disclosure. Some of the ways we do this are:

  • confidentiality requirements for our employees
  • document storage security policies
  • security measures for systems access
  • providing a discreet environment for confidential discussions
  • only allowing access to personal information where the individual seeking access has satisfied our identification requirements
  • the security measures described below under Our Website.

Your privacy on the Internet

Our Website

We take care to ensure that the personal information you give us on our websites is protected. For example, our websites have electronic security systems in place, including the use of firewalls and data encryption. Depending on the service or product in which you deal with us, user identifiers, passwords or other access codes may also be used to control access to your personal information.

Links to Other Sites

You may be able to access external websites by clicking on links we have provided. Those other websites are not subject to our privacy standards, policies and procedures. You will need to contact or review those websites directly to ascertain their privacy standards, policies and procedures.

Gaining access to your personal information

You can gain access to your personal information and in the great majority of circumstances this would granted. Hoever, this is subject to some exceptions allowed by law. Factors affecting a right to access include:

  • access would pose a serious threat to the life or health of any individual
  • access would have an unreasonable impact on the privacy of others
  • a frivolous or vexatious request
  • the information relates to a commercially sensitive decision making process
  • access would be unlawful
  • access would prejudice enforcement activities relating to criminal activities and other breaches of law, public revenue, a security function or negotiations with you
  • legal dispute resolution proceedings
  • where a third party has given us health information about you in confidence
  • denying access is required or authorised by or under law

We will give you reasons if we deny access.

Contact us to get a form requesting access (see Contacting Us below). In some cases we may be able to deal with your request over the telephone or in person.

Using Government Identifiers

Although in certain circumstances we are required to collect government identifiers such as your tax file number, Medicare number or pension card number, we do not use or disclose this information other than when required or authorised by law or unless you have voluntarily consented to disclose this information to any third party.

Dealing with us anonymously

You can deal with us anonymously where it is lawful and practicable to do so. For example, if you inquire about our home loan interest rates you do not need to provide your personal details.

Your sensitive information

Without your consent we will not collect information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation, or criminal record.

This is subject to some exceptions including:

  • the collection is required by law
  • when the information is necessary for the establishment, exercise or defence of a legal claim.

Resolving your privacy issues

If you have any issues you wish to raise, or would like to discuss any issues about our Privacy Policy, then you are able to do so a number of ways:

  • You are always welcome to speak directly to our staff and they will do their best to resolve your issue. If investigation is required we will keep you advised of progress. If staff are unable to resolve the matter, it will be escalated as appropriate to facilitate resolution.
  • You call our freecall Line on 1300 720 060 any time between 9am and 5pm Monday to Friday EST.
  • You can email your issue on feedback@equitylend.com.au
  • You can fill out a “Resolving Problems” form outlining your issue that will then be forwarded to our customer satisfaction team. You can obtain one of these forms from our website or call 1300 720 060 and ask for one to be sent to you (see "Contacting Us" below).

Contacting Us

For more information about our Privacy Policy, please call 1300 720 060 to speak to a Customer Service Representative.

Download a copy of the request for access – personal information form (PDF, 229K).

For more information about privacy in general, you can visit the Federal Privacy Commissioner’s website

Download a copy of EquityLend's Privacy Policy (PDF, 68K)

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