How we handle your personal information:
1. Your privacy is important to us
We know that how we collect, use, exchange and protect your information is important to you, and we value your trust. That’s why protecting your information and being clear about what we do with it is a vital part of our relationship with you.
Please note that during the course of our relationship with you, we may tell you more about how we handle your information. This could be when y
ou complete an Information Memorandum or Product Disclosure Statement. When you receive this further information, please consider it carefully. Please also visit our website regularly as we update this policy from time to time.
2. Information we collect
Information we collect from you.
We collect information about you and your interactions with us, for example when you request or use our products or services, phone us or visit any of our group websites. When you use our website or mobile applications we may col
lect information about your location or activity including IP address, telephone number and whether you’ve accessed third party sites. Some of this website information we collect using Cookies.
The information we collect from you may include your identity and contact details, other personal details such as gender and marital status an
d financial information. Where applicable, we also collect health information, for example for insurance purposes.
Information we collect from others.
We collect information about you from others, such as service providers, agents, advisers, brokers, employers or family members. We may collect information about you that is publicly available, for example from public registers or social media, or made available by third parties.
The Privacy Act also protects your sensitive information, such as health information that’s collected on insurance or hardship applications. If we need to obtain this type of information, we will ask for your consent, except where otherwise permitted by law.
3. How do we use your information?
We collect, use and exchange your information so that we can:
- establish your identity and assess applications for financial products
- manage our relationship with you
- manage our risks and help identify and investigate illegal activity, such as fraud
- comply with our legal obligations and assist government and law enforcement agencies or regulators
- identify and tell you about other products or services that we think may be of interest to you.
We may also collect, use and exchange your information in other ways where permitted by law.
If you don’t want to receive direct marketing, you can tell us by using any of the methods set out in section 9.
Gathering and combining data to get insights
Improvements in technology enable organisations, like us, to collect and use information to get a more integrated view of clients and provide better products and services.
The Group may combine customer information it has with information available from a wide variety of external sources (for example census or Australian Bureau of Statistics data). Our Group members are able to analyse the data in order to gain useful insights which can be used for any of the purposes mentioned earlier in this section 4.
In addition, Group members may provide data insights or related reports to others, for example to help them understand their clients better. These are based on aggregated information and do not contain any information that
4. Who do we exchange your information with?
We exchange your information with other members of the Group, so that the Group may adopt an integrated approach to its clients. Group members may use this information for any of the purposes mentioned in section 4.
We may exchange your information with third parties where this is permitted by law or for any of the purposes mentioned in section 4. Third parties include:
- those to whom we outsource certain functions, for example, direct marketing, statement production and information technology support
- brokers, agents and advisers and persons acting on your behalf, for example guardians and persons holding power of attorney
- persons involved in arrangements that provide funding to us, including persons who may acquire rights to our assets (for example loans), investors, advisers, trustees and rating agencies
- government and law enforcement agencies or regulators
- entities established to help identify illegal activities and prevent fraud
5. Keeping your information secure
We keep your hard-copy or electronic records on our premises and systems or offsite using trusted third parties. Our security safeguards include:
We train and remind our staff of their obligations with regard to your information.
Destroying data when no longer required
Where practical, we keep information only for as long as required (for example, to meet legal requirements or our internal needs).
7. Making a privacy complaint
We’re here to help.
We accept that sometimes we can get things wrong. I
f you have a concern about your privacy, you have a right to make a complaint and we’ll do everything we can to put matters right.
How do I make a complaint?
To lodge a complaint, please get in touch with us using your point of contact or by contacting head office on 07 3229 0377. We’ll review your situation and try to resolve it straight away.
How do we handle a complaint?
We acknowledge every complaint we receive and provide our name, a reference number and contact details of the investigating officer. We keep you updated on the progress we’re making towards fixing the problem. Usually, it takes only a few days to resolve a complaint. However, if we’re unable to provide a final response within 45 days (or 90 days for superannuation complaints), we’ll contact you to explain why and discuss a timeframe to resolve the complaint.
If you’re not satisfied with our handling of your matter, you can refer your complaint to external dispute resolution. We suggest you do this only once you’ve first followed our internal complaint processes set out above.The financial Ombudsman Service (FOS) offers a free and independent dispute resolution service for the Australian banking, insurance and investment industries. FOS will consider privacy disputes if they’re about the provision of credit, the collection of a debt, credit reporting or the banker-customer relationship, or if the privacy issue is part of a broader dispute with us.
Please contact FOS at 1300 780 808, online at www.fos.org.au or write to Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC.
If your complaint is about the way we handle your personal information, you may also contact the Office of the Australian Information Commissioner by calling them at 1300 363 992, online at www.oaic.gov.au or writing to the Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001.
8. How to contact us or find out more
For privacy related queries, access or correction requests, or complaints, or to
request a printed version of this policy. We aim to resolve your query or complaint at your first point of contact with us. You can use your usual point of contact or contact head office on 07 3229 0377.
For more information about the Australian Privacy Principles rules Visit:
Office of the Australian Information Commissioner (privacy generally)