This document outlines our policy on handling the personal information that we collect about individuals including customers, potential customers and shareholders. ‘Express Lending’, ‘we’, ‘us’ or ‘our’ refers to the Express Lending business and its entities operating in Australia listed on. We provide banking, insurance, funds management, superannuation, investment, administration, financial advice, and other products and services.
We are committed to protecting your privacy. When we request personal information, we will normally explain why we need it, how it will be used and who we may share it with. At all times we will comply with the terms of this when handling your personal information. This policy answers the following questions about privacy at Express Lending.
Why do we need your personal information?
Understanding and meeting our customers’ financial needs over the course of their lifetime is a central part of our business. We do this by providing financial products and services under various brands that are offered by entities within the Express Lending. To do this effectively, we need to collect certain personal information. In this policy, personal information is any information that could identify you or be used to establish your identity. We collect, hold, use and disclose customers’ personal information so we can establish, manage and administer the products and services provided by us, and comply with legal and regulatory obligations. We may also use and disclose your information for purposes related to those mentioned above, such as:
– Assisting with your questions and complaints
– Arranging for services to be provided by third parties
– Enhancing our customer service and product options (see the section ‘Will my personal information be used for direct marketing?’)
– Internal operations, such as record keeping, data analytics, auditing or training. We also hold personal information about our shareholders.
This is used to fulfil our legal obligations and to keep our shareholders informed about our business performance and the products and services we provide.
Will my personal information be used for direct marketing?
We use and disclose your personal information to keep you informed about the range of financial products and services offered by us. You can opt out of receiving direct marketing information from us at any time (see the section ‘How can you contact us about privacy?’).
What happens if I do not provide information that has been requested?
It’s your choice whether to provide your personal information. However, if you don’t, we might be unable to fulfil your request for a specific product or service or be unable to identify you to protect you against fraud. Where you are seeking financial advice, it may also affect our ability to properly analyse your personal circumstances.
What types of personal information do we collect?
We may ask for a range of personal information to assist us in providing you with relevant financial products and services. The information we request could include (but is not limited to) name, address, date of birth, contact details, income, assets and liabilities, account balances, tax and financial statements, health information, employment details, domicile and citizenship status.
Will we collect sensitive information?
Sometimes we need to collect and use sensitive personal information such as health information when we consider applications for some insurance and banking products, when assessing a claim or for public liability incident reports. If we need to obtain, use and disclose this type of information, we will ask for your consent, except where disclosure is permitted by law.
How do we collect personal information?
Most of the personal information we collect will be directly from you. We gather this information either through application forms or other forms that you complete and submit to us (in writing and digitally), by recording the information you provide via phone calls and interviews and through other forms of communication such as meeting with you at our office or your home. In some cases we might collect your personal information from external sources. Examples of the people or organisations that may provide us with information are: – employers, when a new employee joins their superannuation or insurance plan – parents or guardians in respect of children – persons authorised by you (such as lawyers or accountants) – other credit providers – public sources of information (such as telephone directories) – market research organisations (through surveys or telephone polls) – third-party brokers (such as insurance and mortgage brokers) – credit reporting bodies.
We only collect your information from external sources if it is impractical to collect it directly from you, or when we are permitted to do so
Who do we share personal information with?
From time to time we may share your personal information with other entities both within and outside of the our group. The entities that we might share your personal information with vary according to the product or service involved, but could include: – other areas and organisations within the Express Lending group that provide financial and other services, for reasonable business purposes – financial advisers, brokers and other parties authorised or accredited by Express Lending – service providers and specialist advisers we engage to provide us with services such as administrative, audit, financial, insurance or research services, some of whom may contact you on our behalf – other insurers, including reinsurance companies, and credit providers – courts, tribunals and other dispute resolution bodies in the course of a dispute – credit reporting or reference agencies or insurance investigators – employers contributing to or otherwise participating in our superannuation or insurance plans – policy committees in our superannuation plans – anyone authorised by you or to whom you have provided your consent (either expressly or impliedly), including but not limited to other financial services providers that we may need to deal with on your behalf – anyone to whom we, or our service providers, are required or authorised by law to disclose your personal information (for example, law enforcement agencies, and national and international government and regulatory authorities including but not limited to the Australian Taxation Office, the Australian Prudential Regulation Authority, the Australian Securities and Investments Commission, the Australian Transaction Reports and Analysis Centre and the United States Internal Revenue Service) – other financial services institutions – in order to detect, investigate or prevent actual or potential fraud in connection with the products or services we provide to you.
What are cookies and how do we use them?
Links to third party websites
Our websites have links to external third party websites that may benefit the user. External websites should contain their own privacy statements and we recommend you review them when using their websites. Please note, however, that third party websites are not covered by this policy, and these sites are not subject to Express Lending’s privacy standards and procedures.
Website analytics measurement software is used to assist in tracking traffic patterns to and from our websites, anonymously surveying users of the sites. The system is used to collect such information as the number of unique visitors, how long these visitors spend on the website when they do visit, and common entry and exit points into and from the website. This non-personal information is collected and aggregated by third party software and provided to us to assist in our analysis of our websites. You cannot be identified personally from this information and no personal information is stored about you.
About this policy
This policy is effective as of 1 January 2018. We will update this policy when our information handling practices change, and any amendments will apply to the information we hold at the time of the update. We will post the updated policy on our website; we encourage you to check our website from time to time to view our current policy, or contact us for a printed copy.