Who we are?
‘We’, ‘us’ and ‘our’ refer to Loanfi Finance & Mortgage, acting as a corporate representative of Custom Equity Group Pty Ltd (ABN 66 097 245 433, Australian Credit Licence Number 383666).
Our commitment to protecting your privacy
At Loanfi, we value your privacy and understand the importance of safeguarding your personal information. We are committed to ensuring that you feel secure in your interactions with us and that you are informed about how we protect and use your data. Our privacy policies are designed to comply with Australian privacy laws, particularly the Australian Privacy Principles as outlined in the Privacy Act.
Personal information
Personal information refers to details that can identify you. This includes any information or opinion about you. We may also collect credit information, which pertains to your eligibility for finance, including any current loans, your repayment history, and any defaults. Typically, credit information is shared between credit providers and credit reporting agencies. The personal information we may collect includes your name, date of birth, address, account details, occupation, and other identifying information. For finance applications, we may also gather information about your dependents, cohabitants, duration at your current address, employment details, and proof of income and expenses. For insurance applications, we may collect health information with your consent.
Purpose of collecting your personal information
We collect personal information primarily to assess your finance applications and manage any finance provided. We may also use this information for direct marketing and to manage our ongoing relationship with you. Occasionally, we may offer additional products and services. To maintain effective business relationships, we may share your personal information with organisations that provide products or services used or marketed by us. Additionally, we may disclose your information to any entity with a current or prospective interest in your finance or our business.
Methods of collecting your personal information
Where feasible, we will collect your personal information directly from you. We may also gather information from finance brokers, accountants, lawyers, and other relevant parties.
Disclosure of your personal information
Your personal information may be disclosed to:
- Potential funders or intermediaries related to your finance needs;
- Organisations involved in managing or administering your finance, such as third-party suppliers, printing and postal services, and call centres;
- Associated businesses for marketing purposes;
- Companies providing information and infrastructure systems to us;
- Representatives such as finance brokers, lawyers, and accountants;
- Anyone you have given us consent to disclose information to;
- Entities required by law, such as those under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth);
- Investors, agents, or advisers, or any entity with an interest in our business;
- Your employer, referees, or identity verification services.
Before disclosing your personal information to another party, we will take reasonable steps to ensure that the recipient has a similar commitment to protecting your personal information or that you have consented to the disclosure. We may use cloud storage located outside Australia for storing your information and may disclose your data to overseas entities providing support functions. For more details, please contact us.
Direct marketing
We may use your personal information to provide you with updates about finance, relevant offers, organisational changes, or new products or services from us or our associated companies. If you prefer not to receive such information, you can opt out at any time by calling 0452572960, emailing info@loanfi.com.au, or using the unsubscribe function in our emails. There is no charge for this, and we will process your request promptly.
Updating your personal information
It is crucial that the personal information we hold is accurate and up to date. If your details change, please inform us so we can update our records. You can contact us to update your information, and we will generally rely on you to provide accurate and complete data.
Access and correction of your personal information
You can request access to the personal information we hold about you at any time. We may charge a fee for retrieving and supplying this information. Depending on the nature of your request, we may respond immediately or within seven days. We might need to contact other entities to process your request fully. In certain circumstances, such as existing or anticipated legal proceedings, we may not grant access to your personal information. If access is denied, we will explain why. If you believe any of the information, we hold is incorrect, you can request corrections. We will investigate and, if appropriate, correct the information, responding within 30 days. If we refuse to correct the information, we will provide reasons for our decision.
Using government identifiers
We do not use or disclose government identifiers, such as your tax file number, except as required by law. Government identifiers will never be used to identify you.
Business without identifying you
Where lawful and practical, we will offer the option to interact with us without providing personal information. For example, general inquiries about interest rates or promotions can be made anonymously.
Sensitive information
We will only collect sensitive information, such as racial or ethnic origin, political opinions, memberships, sexual preferences, criminal records, or health information, with your consent.
Protecting your personal information,
We take reasonable steps to secure your personal information, whether stored in paper or electronic form, against misuse, loss, and unauthorised access, modification, or disclosure.
Complaints
At Loanfi Finance and Mortgage, we are dedicated to delivering exceptional service to our clients. However, we understand that there may be instances where our service does not meet your expectations. In such cases, we have a structured process in place to address and resolve your concerns promptly and efficiently.
Internal Dispute Resolution
If you have a complaint, we encourage you to contact us directly through various channels, including email, telephone, or by scheduling an appointment to discuss your concerns in person. Our commitment is to address your complaint immediately and provide a resolution within 48 hours. This rapid response ensures that your issues are taken seriously and resolved as quickly as possible.
Contact Details for Complaints
For any complaints, you can reach out to us through the following contact details:
- Phone: 0452572960
- Email: info@loanfi.com.au
If your complaint is not resolved to your satisfaction, you can escalate it to our aggregator, Custom Equity Group Pty Ltd. The details for Custom Equity Group are as follows:
- Aggregator: Custom Equity Group Pty Ltd
- ACN: 097 245 433
- Address: PO Box 118, Collaroy NSW 2097
- Phone: 1300 826 763
- Email: info@customequitygroup.com.au
- Australian Credit Licence Number: 383666
Our internal complaints officer, Jenny Vescio, is also available to assist you. You can contact her using the following details:
- Name: Jenny Vescio
- Phone: 1300 826 763
- Email: info@customequitygroup.com.au
- Address: PO Box 118, Collaroy NSW 2097
External Dispute Resolution
If you are not satisfied with the outcome of our internal dispute resolution process, you have the option to escalate your complaint to an external body. Loanfi Finance and Mortgage is a member of the Australian Financial Complaints Authority (AFCA), which provides an independent and free dispute resolution service for consumers.
You can contact AFCA using the following details:
- Phone: 1800 931 678 (free call)
- Website: www.afca.org.au
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA offers a fair and impartial service to resolve complaints about financial services and products. Their goal is to help you achieve a satisfactory resolution if your complaint could not be resolved internally.
Further information
For more details about how we manage your personal information, please contact us.
Changes to our privacy policy
We regularly review our policies to ensure they meet current legal and market standards. As technology and laws evolve, we may update this privacy policy. You can request a copy of this policy in an alternative format.
This Privacy Policy was last updated on 27 May 2024.