Privacy Policy

Your privacy is important

Robert Trewin Mortgage Broking, understands that the details you provide us with are not only private and personal but that how we collect, use, hold, exchange and protect your information is important to you. It’s imperative that you feel secure whenever you deal with us. It’s also important that you understand how we protect your privacy, as well as how, when and where we may use your personal information. This Privacy Policy is our commitment to you on what our policies towards your privacy are. You can be confident in the fact that we abide by and are bound by the Privacy Act and the Australian Privacy Principles (APPs) for the protection of personal information.

What information do we collect?

We collect personal information. Personal information means any information or opinion about you as an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, and whether the information or opinion is recorded in a material form or not. For example identity and contact details, marital status and financial information.

We may also collect sensitive information for specific purposes. For example, information about your health to enable the credit provider to assess an application you make for mortgage protection insurance and calculate any premiums. If we need this type of information, we will ask for your consent.

How do we collect your personal information?

We will always aim to collect your personal information directly from you. If for some good reason, we are unable to do so, we may involve another organisation. For example, we may need to request a credit report from a credit reporting body when you apply for a credit facility. Before doing so or prior to collecting the information we need, we will inform you of the type of organisations we intend to disclose your personal information to. We may also collect your personal information through third parties who undertake the collection on our behalf

Why do we collect your personal information?

We collect and receive personal information directly from you or from other business referrers in order to conduct our business so that we can:

submit your application for credit to a supplier via our Aggregator partner National Mortgage Brokers Pty Ltd;
identify and tell you via direct marketing communications about other products or services offered by us or a third party that may interest you (unless you tell us not to);
administer our customer relationships;
for internal purposes, including for reporting and analytical purposes;
meet our legal and regulatory reporting obligations;
establish a customer marketing program;
system development testing purposes;
ensure your security when visiting our website and to learn which areas of the site are of most interest to you (see the section ‘cookies’ below); and
any other purpose related to the above.

Direct Marketing

As stated above, we may use the information we gather to provide you with targeted communications about products and services we think will be of interest to you. We may also send you details of offers or services provided by our business partners and related entities. These direct marketing offers and promotions are designed to make your life easier, not harder.

You may at any time choose not to receive these communications. Doing so will not cost you anything, and we commit to ensure you stop receiving any unwanted communications as soon as possible. If you do not want to receive such marketing communications, please write to us at the following address:

The Privacy Officer at:
Robert Trewin Mortgage Broking
63 Main Street,Bairnsdale Vic 3875

or email admin@trewin.com.au

How do we protect your information?

We take steps to protect personal information from misuse, interference, loss and unauthorised access. Some of these steps include physical security such as locks and access control to our premises and computer security including requiring passwords and other security measures for accessing our systems and databases, as well as having information security policies that our staff and business partners must follow.

You can also help us keep your personal information secure by ensuring that any password you use to access our systems is kept strictly confidential and by logging off when you have finished using a shared computer. We will not be responsible for any access or change made to your personal information occurring as a result of you disclosing your password to a third party or through any unauthorised access.

Do we send your information overseas?

We share your information with our service providers who use cloud servers located overseas to store your information, and our related entities overseas perform operational or administrative services on our behalf.

Countries we may send personal information to include New Zealand, India, Philippines, the United States, the United Kingdom and countries in the European Union. These countries have laws that protect privacy offering similar standards of privacy protection to Australia.

If you are considering employment with us, we may share your information to our related entities in New Zealand.

Why Do We Exchange Your Information With Another Organisation?

As a Mortgage Broker, we provide you with products and services through our Accredited Broker network. That means we partner with other organisations who provide and support the products and services we offer. In order to submit your application to a supplier for consideration, one of our Accredited Brokers will need to provide such supplier with the personal information you have provided.

As you will appreciate, in certain circumstances we may be compelled by law to disclose your personal information to various authorities. For instance, we may be required under the Anti-Money Laundering and Counter-Terrorism Financing Act to disclose details of financial transactions and we may also be compelled under tax laws to provide such information to regulators.

Other organisations which we may exchange your personal information with may include:

1. credit providers;

2. credit reporting bodies;

3. government and law enforcement agencies;

4. our suppliers, associates, service providers or contractors (including, for example, call centre, stationery printing houses, administrative services, mail houses, information technology, marketing agencies, and marketing research companies etc), some of which may be located overseas.

5. any person who proposes to guarantee or has guaranteed repayment of any credit provided to you;

6. mortgage insurers, brokers, originators and/or managers, financial consultants, accountants, lawyers or real estate agents;

7. third parties to enable them to contact you to offer their products and services or to determine if you would be interested in the products and services; and

8. any person considering acquiring or taking an interest in our business.

Before we disclose any of your personal information to any other organisation, we will take reasonable steps to ensure that:

1. The organisation has the same commitment as us to the protection of your personal information; AND

2. You have consented to us doing so.

By consent, we mean approval in writing, orally, or implied from your dealings with us.

How can you access your information?

You may request access to your personal information at any time. We will respond to you within 30 days of receiving your request.

In most cases we will facilitate access by providing you with copies of or a summary of relevant documents. However we may decide that other means of providing you with access are more appropriate based on the circumstances of your request. In most cases, we will charge you a fee of $50 for providing you with access to this information.

We are not required to provide you with access to your personal information in certain circumstances, such as where your request is frivolous or vexatious, or where providing access would unreasonably interfere with another person's privacy, would be a breach of the law, or where the information you request is not relevant, commercially sensitive or relates to existing or anticipated legal proceedings. If we refuse access we will advise you in writing of our reasons for doing so and the mechanisms available for you to make a complaint.

What if your information is inaccurate?

Once we collect your personal information we will take steps to keep it accurate, complete and up to date.

If you request, or if we believe that the personal information we hold about you is inaccurate, out-of-date, incomplete or misleading, we will take reasonable steps to correct your information. We will respond to your request for correction within a reasonable period of receiving your request. We will not charge you for making a request if we correct your information.

If we have previously disclosed your personal information to another entity, you may ask that we notify the other entity of the correction. We will notify the particular entity you have identified in your request provided it is not impracticable or unlawful for us to do so.

If we refuse correction we will advise you in writing of our reasons for doing so and the mechanisms available for you to make a complaint. If we refuse to correct your personal information, you may request that we associate your information with a statement that the information is inaccurate, out-of-date, incomplete or misleading. We will take reasonable steps to associate the statement in an appropriate way.

You may make a request for access or correction by contacting our Privacy Officer using the details below.

Trewin Mortgage Broking

63 Main Street

Bairnsdale VIC 3875

03 5152 2800

admin@trewin.com.au

Security And Storage Of Your Personal Information. How Long Do We Keep Information About You?

By law, we are required to hold certain information about you, even after you are no longer a customer. We may also hold certain information about you if it is needed for a purpose which you are aware of or reasonably expect us to hold the information. When your information is no longer needed or required to be held by law, it will be destroyed or de-identified.

How do we protect your information?

Online Security

Our website uses encryption techniques to enhance your privacy and security when using our website.

Making A Complaint

We are committed to providing applicants, customers, and other parties whose personal information we hold, a fair and responsible system for the handling of their complaints. If at any time you have any complaints in relation to privacy, please contact our Privacy Officer at one of the points referred to in this policy. We will seek to address any concerns that you have through our complaints handling processes and in most cases will respond within 30 days of receiving your complaint.

If we are unable to resolve your complaint to your satisfaction you may refer your concerns to the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC).

How to contact our Privacy Manager

Trewin Mortgage Broking

63 Main Street

Bairnsdale VIC 3875

03 5152 2800

admin@trewin.com.au

How to contact the AFCA

GPO Box 3

Melbourne VIC 3001

1800 931 678

info@afca.org.au

www.afca.org.au

How to contact the OAIC

GPO Box 5218

Sydney NSW 2001

1300 363 992

enquiries@oaic.gov.au

www.oaic.gov.au

More Information

You can request further information about the way we manage the personal information that we hold by writing to:

Trewin Mortgage Broking

63 Main Street

Bairnsdale VIC 3875

03 5152 2800

admin@trewin.com.au