Privacy Policy

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), by Part IIIA of the Privacy Act 1988 (Cth), which governs credit-related information, and by the Privacy (Credit Reporting) Code 2014. We also have obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and the National Consumer Credit Protection Act 2009 (Cth).

We value the trust you place in us when you hand over financial information. This policy sets out what we do with it, who we give it to and what you can ask us to do about it. It applies to everyone we deal with — visitors to this website, people who enquire, and clients we arrange finance for.

Personal information is information or an opinion about you from which your identity is reasonably apparent. Depending on how far you go with us, that may include:

• your name, phone number and email address;
• your residential and postal address, date of birth and identification documents;
• your employment details, income, assets, liabilities and living expenses;
• bank and transaction data you choose to give us or authorise us to obtain;
• details of the property, business, asset or project you are financing; and
• the content of your enquiries and our correspondence with you.

What this website collects today. If you only visit and use the contact form, we collect the name, phone number, email address and message you submit, plus the technical information described in section 17. We do not ask for financial details through this website.

We collect personal information so we can:

• respond to your enquiry and contact you about it;
• assess what finance may be available to you and provide credit assistance — that is, suggest or assist you to apply for a particular credit product;
• act in your best interests when we recommend a product, as we are required to do;
• prepare and submit applications to lenders on your behalf;
• verify your identity and meet our AML/CTF obligations;
• manage our relationship with you, and our own risk and record-keeping; and
• comply with the law, and with lender, licensee and regulator requirements.

If you do not give us the information we ask for, we may not be able to assess your options or arrange finance for you.

We collect most information directly from you — through this website, by phone, by email, or in a meeting. We may also collect it from:

• credit reporting bodies, lenders and other credit providers;
• your employer, accountant, financial adviser, broker or solicitor, where you have authorised it;
• valuers, insurers, mortgage insurers and settlement agents;
• identity verification and electronic document services;
• publicly available sources and registers; and
• a person who refers you to us.

We may disclose your personal information to:

• lenders, funders and credit providers, in order to arrange your finance;
• our licensee or aggregator, and the systems it provides us to manage your application;
• credit reporting bodies and credit insurers;
• mortgage insurers, valuers, brokers, settlement agents, accountants and solicitors involved in your transaction;
• service providers who help us run our business — IT hosting, document storage, email and CRM — under obligations of confidentiality;
• our professional advisers, auditors and insurers;
• anyone you have authorised us to deal with; and
• government and regulatory bodies where the law requires or permits it.

Overseas disclosure. Some of the service providers we use store data on servers located outside Australia. Where that happens, we take reasonable steps to ensure the recipient handles your information consistently with the APPs. We will tell you the countries involved if you ask us.

We do not sell your personal information.

Credit information is information about you that has a bearing on credit you have applied for or been given. It can include identification details, the type and amount of credit you have applied for, repayment history information, default information, court proceedings and serious credit infringements.

When we provide you with credit assistance we may obtain a credit report about you, and we may exchange credit information and credit eligibility information with credit reporting bodies, lenders and mortgage insurers, so that your creditworthiness can be assessed. We only do this in the ways Part IIIA of the Privacy Act permits.

The law requires us to tell you certain things about credit reporting before, or as soon as practicable after, we collect credit information about you.

We may disclose information about you to these credit reporting bodies:

• Equifax Australia — equifax.com.au
• illion Australia — illion.com.au
• Experian Australia — experian.com.au

Each of them has a policy describing how it manages credit-related information, available free of charge on its website. You have the right to:

• ask a credit reporting body not to use your information for direct marketing or pre-screening of credit offers;
• ask a credit reporting body not to use or disclose your information if you believe you have been, or are at risk of being, a victim of fraud; and
• request access to your credit information and ask for it to be corrected if it is wrong.

If there is unauthorised access to, unauthorised disclosure of, or loss of personal information we hold, and it is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as soon as practicable, as the Notifiable Data Breaches scheme requires.

We will tell you what happened, what information was involved, and what steps we recommend you take. If we suspect a breach may have occurred we will assess it promptly, and in any case within 30 days.

We may use your contact details to tell you about products and services that may be relevant to you. You can opt out at any time and at no cost — use the unsubscribe link in any message, reply to ask us to stop, or contact us using the details in section 18. We will action it promptly.

We do not use, and do not permit credit reporting bodies to use, your credit eligibility information for direct marketing.

We take reasonable steps to keep the information we hold accurate, complete and up to date. Please tell us when your details change — an out-of-date address or phone number can delay or damage a finance application.

You can ask us for a copy of the personal information and credit-related information we hold about you. Write to us using the details in section 18. We will need to verify your identity first.

We will normally respond within 30 days. There is no fee for making a request; if giving access involves substantial work we may charge a reasonable cost, and we will tell you before we do.

If you think something we hold is wrong, tell us and we will correct it. We aim to respond to a correction request within seven days, and where the matter needs investigation we will complete it within 30 days. If we do not agree to correct the information, we will tell you why in writing and how you can complain.

In limited cases the law allows us to refuse access or correction. If that happens we will explain why and how you can challenge the decision.

If we collect a government identifier such as a tax file number, driver licence number or Medicare number, we use it only for the purpose it was collected for and as the law requires or permits. We do not use a government identifier as our own means of identifying you.

Where it is lawful and practicable, you can deal with us without identifying yourself — for example, a general question about how a loan type works. To assess your options or arrange finance, we will need to know who you are.

Sensitive information includes information about your health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation and criminal record. We collect it only with your consent and only where it is relevant — for example, health information needed for a loan protection insurance application — or where the law requires it.

We take reasonable steps to protect your information from misuse, interference and loss, and from unauthorised access, modification or disclosure. That includes access controls on our systems, encryption of data in transit, confidentiality obligations on our staff and service providers, and secure storage and disposal of both paper and electronic records.

We keep your information for as long as we need it and for as long as the law requires — for credit assistance records, generally seven years after our engagement ends. When we no longer need it, we destroy or de-identify it.

No system is perfectly secure. If you are concerned about how you send information to us, call us instead.

If you are unhappy with how we have handled your personal information, or with any other aspect of our service, please tell us first. We take complaints seriously and most are resolved quickly.

Step 1 — tell us. Contact our privacy officer at privacy@hellocapital.com.au, call 1300 000 000, or write to us at Building 1/658 Church St, Cremorne VIC 3121. We will acknowledge your complaint within seven days and give you our decision within 30 days. If we need longer, we will tell you why and keep you updated.

Step 2 — go to AFCA. If you are not satisfied with our response, or we have not responded in 30 days, you can take the matter to the Australian Financial Complaints Authority. AFCA provides fair and independent financial services complaint resolution that is free to consumers. We are a member; our membership number is 1234567890.

• Phone 1800 931 678
• Email info@afca.org.au
• Mail GPO Box 3, Melbourne VIC 3001
• Online afca.org.au

Step 3 — go to the OAIC. For privacy complaints specifically, you can also contact the Office of the Australian Information Commissioner:

• Phone 1300 363 992
• Online oaic.gov.au

When you visit this website, our hosting provider records standard technical information — your IP address, browser type, the pages you requested and the time of the request — for security and reliability. This is ordinary server logging.

We do not currently run any third-party analytics, advertising or tracking on this website, and we do not set advertising cookies. The fonts and images on this site are served from our own domain, not from a third party.

If we add analytics or advertising technology in future, we will update this section before we do, and we will provide a consent mechanism where one is required. Most browsers let you block or delete cookies through their settings; some parts of a website may not work properly if you do.

For more about how we handle your information, to make an access or correction request, or to raise a privacy concern, contact us:

• Privacy officer: privacy@hellocapital.com.au
• Phone: 1300 000 000
• Email: hello@hellocapital.com.au
• Post: Building 1/658 Church St, Cremorne VIC 3121

You can also read more about privacy rights in Australia at oaic.gov.au. Our terms and conditions explain what this website is and is not.

We may update this policy as our business, technology, the law or market practice changes. The current version is always available on this page, and the date it was last updated is shown at the top. Where a change is significant, we will take reasonable steps to bring it to your attention.