We want you to be confident that the personal information you provide to us is treated with the highest degree of integrity and privacy. However, it is equally important to us that we provide the best possible service across our wide range of products and services. To achieve this aim we need to make the most efficient use of your personal information.
We recognise that any personal information we collect about you will only be used for the purposes we have collected it for, or as allowed under the law. It is important to us that you are confident that any personal information we hold about you will be treated in a way which ensures
In handling your personal information,
What is “personal information”?
Personal information is any information or opinion about you in which you are identified, or in which your identity can reasonably be ascertained from the information or opinion. It does not matter whether the information or opinion is true or not, or whether it is recorded in a material form or not. The personal information we hold about you may include credit information.
Credit information is information which is used to assess your eligibility to be provided with finance and may include any finance that you have outstanding, your repayment history in respect of those loans, and any defaults. Usually, credit information is exchanged between credit and finance providers and credit reporting bodies.
The kinds of personal information we may collect about you include your name, date of birth, address, account details, occupation, and any other information we made need to identify you.
If you are applying for finance we may also collect the ages and number of your dependants and cohabitants, the length of time at your current address, your employment details and proof of earnings, expenses and other financial information. If you apply for any insurance product through us we may also collect your health information. We will only collect health information from you with your consent.
Collection of information
We collect personal information from you when you apply for or use our products and services. We may also collect your personal information for the purposes of direct marketing and managing our relationship with you. From time to time we may offer you other products and services.
Collecting your personal information also allows us to identify and protect your personal information, including account information and services, from unauthorised access. We will only collect such personal information if it is necessary to provide our products and services.
Where possible we collect your personal information directly from you. You provide this information to us when you apply to join Fincierge, request products and services or make an enquiry. We may also collect your personal information from credit reporting bodies, finance brokers and other people such as accountants and lawyers.
It will typically 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. For example, if you make general inquiries about interest rates or current promotional offers.
Use and disclosure of personal information
We may use or disclose personal information for the primary purpose for which it was collected. We may also use the information for a related purpose and where it would reasonably be expected by you that we use the information in such a way. This information is only disclosed to third parties in the circumstances covered in this policy or as otherwise notified to you at the time of collection of the information.
We may need to disclose aspects of your personal information to:
• Organisations which provide
• Finance consultants, accountants and auditors, conveyancers and legal advisers, insurers, printers and mailing services.
• Any associates, related entities, contractors and our mortgage aggregator (Specialist Finance Group).
• Any industry body, tribunal, court or otherwise in connection with any complaint regarding our services.
• Any person where we are required by law to do so.
• Your referees, such as your employer, to verify
• Any person considering acquiring an interest in our business or assets.
• Any organisation providing online verification of your identity.
We may use cloud storage to store the personal information we hold about you. The cloud storage and the IT servers may be located outside Australia
From time to time we may use your personal information to provide you with current information about finance, offers you may find of interest, changes to our organisation, or new products or services being offered by us or any company with whom we are associated.
Your consent to receive direct marketing communications in the above ways will be deemed to have been given if you do not opt out of receiving direct marketing communications from
If you do not wish to receive marketing information, you may at any time decline to receive such information by emailing us at email@example.com. If the direct marketing is by email you may also use the unsubscribe function.
Ensuring your personal information is up-to-date
We rely on the personal information we hold about you to efficiently conduct our business of providing or arranging products and services. For this reason, it is very important that the personal information we collect from you is accurate, complete and
During the course of our relationship with
Security and storage
We will take reasonable steps to protect your personal information by storing it in a secure environment. We may store your personal information in paper and electronic form. We will also take reasonable steps to protect any personal information from misuse, loss and unauthorised access, modification or disclosure.
Access and correction to your personal information
You may request access to any of the personal information we hold about you by contacting us.
If the information you seek is not readily available, for example, archived data, then we will endeavour to provide this to you within 30 days of your request. We reserve the right to charge you a fee for this retrieval.
We may be required by law or by good business practice to retain your personal information for a period of time after you have ceased your relationship with us. After the required time has passed we will attend to the secure destruction or deletion of your personal information. We are not always required to provide you with access to your personal information upon your request.
We may refuse you access to personal information in a number of circumstances, such as where the information may relate to existing or anticipated legal proceedings with you, where denying access is required or authorised by law, or where the request for access is regarded as frivolous or vexatious.
If we deny your request for access
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. If appropriate we will correct the personal information. At the time of the request, otherwise, we will provide an initial response to you within seven days of receiving your request. Where reasonable, and after our investigation, we will provide you with details about whether we have corrected the personal information within 30 days.
If we refuse to correct
Using government identifiers
If we collect government identifiers, such as your tax file number, we do not use or disclose this information other than required by law. We will never use a government identifier in order to identify you.
Collection of sensitive information
Personal information concerning particular topics is regarded as sensitive information. Sensitive information includes information about your:
• racial or ethnic origin
• political opinions
• membership of a political association
• religious beliefs or affiliations
• philosophical beliefs
• membership of a professional or trade association
• membership of a trade union
• sexual preferences or practices
• criminal record
We generally have very limited need to obtain such information,
We constantly review all our policies and procedures to keep up to date with changes in the law, technology and market practice. As a
If you are dissatisfied with how we have dealt with your personal information, or you have a complaint about our compliance with the Privacy Act, you may contact us on 07 5470 2774 or you can contact our Licensee, QED Credit Services Pty Ltd trading as Pursuit Broker Services by whichever of the following means best suits you:
QED Credit Services Pty Ltd t/as Pursuit Broker Services
T 1300 817 662
Need an update on your complaint
If you have lodged a complaint with us, you can contact us at
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by our external disputes resolution scheme (EDRS), AFCA, an independent party. The EDR scheme can be contacted using the details below.
Our AFCA member reference is 400341.
Australian Financial Complaints Authority (AFCA)
A GPO Box 3
T 1800 931 678
Online complaint form: