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Privacy and EDR
We value your privacy.
Privacy Policy
We like to keep you updated with all the latest Government rules and regulations, that everybody is subject to. By law, we must have this information accessible for you on our website. And we are more than happy to oblige. We hope you find this information useful.
The Privacy Amendment (Enhancing Privacy Protection) Act 2012 was released on 12 March which amends the Privacy Act 1988. This amendment will affect every business, company and individual across Australia. As we all know when legislation is amended, or a new Act is announced, there may be small, or significant, changes to each and every one of us.
We like to keep you updated with all the latest Government rules and regulations, that everybody is subject to. By law, we must have this information accessible for you on our website. And we are more than happy to oblige. We hope you find this information useful.
The Privacy Amendment (Enhancing Privacy Protection) Act 2012 was released on 12 March which amends the Privacy Act 1988. This amendment will affect every business, company and individual across Australia. As we all know when legislation is amended, or a new Act is announced, there may be small, or significant, changes to each and every one of us.
Care Mortgages, through Connective Credit Services Pty Ltd have a leadership committed to a culture of privacy, which is a foundation for good privacy governance. For your ongoing protection, and our commitment to you, we do this by:
We have always been, and always will be committed to protecting your privacy. We use the information you provide to assist you with your credit needs, including the preparation and submission of loan applications. We also use it to send you product information and promotional material. From time to time this will include direct marketing communications, but we will always give you the option of not receiving these communications. We provide your information to our credit licensee (Connective Credit Services Pty Ltd) and the companies with whom you choose to deal (and their representatives). We may also provide your information to contractors who supply services to us (e.g. to handle mailings on our behalf), and to others if we are required to do so by law. We do not trade, rent or sell your information, or disclose it to overseas recipients, ever!
The privacy of your personal information is important to us. Our Privacy Policy governs how we collect, handle, use and disclose your personal information. It also deals with how you can access the personal information we hold about you, ask us to correct it, or make a privacy related complaint. This policy explains how we respect your right to privacy in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth).
What information do we collect and how do we use it?We will collect personal information from you, firstly via telephone (usually), then face to face when we do business with you. This may include a broad range of information from your name, address and contact details to other information about your qualifications, employment history and financial information, including your bank account details. . When we request your personal information, we will identify which information is necessary and which information may be provided at your option. If you choose not to supply any of the information we request, our ability to assist you may be limited.
We will use your personal information:
From time to time, we will use your contact details to send you direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications. We always give you the option of electing not to receive these communications in the future. You can unsubscribe by notifying us and we will no longer send this information to you.
How do we hold and protect your information?We strive to maintain the relevance, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements.
We hold the information we collect from you on Connective Credit Services Pty Ltd secure database, as well as hard copies under lock and key, only accessible to authorized staff. In some cases, your file is archived and sent to an external data storage provider for a period of time. We only use storage providers located in Australia who are also regulated by the Privacy Act.
We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or exposure. All staff are required by the terms of their employment to maintain the confidentiality of customer information. Access to your information is restricted to those employees whose job requires that information. Access to our premises and computer systems is restricted through locks, password protection, internet firewalls and routers.
We will take reasonable steps to destroy or de-identify your personal information when your personal information is no longer required for our business functions.
Will we disclose the information we collect to anyone?As stated above, We do not sell, trade or rent client lists or personal information to any third party, ever! We will disclose personal information about you to our lenders and agents where necessary to do so for the ordinary operation of assisting you. In all cases we will only disclose that information that is strictly required, and take all reasonable steps to ensure that your personal information is handled in accordance with the Australian Privacy Principles(APP). These third parties are strictly prohibited from using your personal information for any purpose other than in the pursuit of business related to Care Mortgages through Connective Credit Services Pty Ltd. Otherwise, we will not disclose personal information unless you consent, we are required to do so by law, or under some unusual other circumstances which the Privacy Act permits.
How can you access, update or correct the information we are holding?You have the right to access your information and if necessary, for it to be corrected. Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We may incur costs in giving you that information, in which case we reserve the right to charge you for our reasonable expenses incurred in doing so.
If you believe that we are holding inaccurate, incomplete, irrelevant or out of date data about you, you may ask us to correct it.
You can make a request for access to or correction of your personal information by contacting our Privacy Officer by email at help@caremortgages.com.au or by telephone on 1300 10 2000.
In some limited circumstances we may need to refuse access to your information or refuse a request for correction. If this is the case, we will advise you as soon as possible after your request and provide you with our reasons for the refusal.
What happens if you want to complain?If you have concerns about whether we have complied with the Privacy Act or this Privacy Policy and would like to make a complaint please contact our Privacy Officer by email at help@caremortgages.com.au or by telephone on 1300 10 2000. Your complaint will be considered through our internal complaints resolution process and we will try to respond with a decision within 45 days of you making the complaint.
If you don’t provide us with full information, we can’t properly advise or assist you with loan applications. Our Privacy Policy (above) contains information about how you can access and ask us to correct your information, or make a privacy related complaint.
Your consentBy asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above. For even more information on your privacy rights please visit www.privacy.gov.au
Hope this helps! Never hesitate to contact us.
- adhering to a culture of privacy that enables compliance
- complying with robust and effective privacy processes
- evaluating our privacy processes for continued effectiveness
We have always been, and always will be committed to protecting your privacy. We use the information you provide to assist you with your credit needs, including the preparation and submission of loan applications. We also use it to send you product information and promotional material. From time to time this will include direct marketing communications, but we will always give you the option of not receiving these communications. We provide your information to our credit licensee (Connective Credit Services Pty Ltd) and the companies with whom you choose to deal (and their representatives). We may also provide your information to contractors who supply services to us (e.g. to handle mailings on our behalf), and to others if we are required to do so by law. We do not trade, rent or sell your information, or disclose it to overseas recipients, ever!
The privacy of your personal information is important to us. Our Privacy Policy governs how we collect, handle, use and disclose your personal information. It also deals with how you can access the personal information we hold about you, ask us to correct it, or make a privacy related complaint. This policy explains how we respect your right to privacy in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth).
What information do we collect and how do we use it?We will collect personal information from you, firstly via telephone (usually), then face to face when we do business with you. This may include a broad range of information from your name, address and contact details to other information about your qualifications, employment history and financial information, including your bank account details. . When we request your personal information, we will identify which information is necessary and which information may be provided at your option. If you choose not to supply any of the information we request, our ability to assist you may be limited.
We will use your personal information:
- to conduct our business with you
- to manage our business relationships with you and other necessary parties, including our Panel Lenders
- to submit a loan application form on your behalf, e.g. processing of application forms to your chosen Lender
- to provide you with information about our products and services
- for our internal administrative, marketing, planning, product development and research requirements.
From time to time, we will use your contact details to send you direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications. We always give you the option of electing not to receive these communications in the future. You can unsubscribe by notifying us and we will no longer send this information to you.
How do we hold and protect your information?We strive to maintain the relevance, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements.
We hold the information we collect from you on Connective Credit Services Pty Ltd secure database, as well as hard copies under lock and key, only accessible to authorized staff. In some cases, your file is archived and sent to an external data storage provider for a period of time. We only use storage providers located in Australia who are also regulated by the Privacy Act.
We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or exposure. All staff are required by the terms of their employment to maintain the confidentiality of customer information. Access to your information is restricted to those employees whose job requires that information. Access to our premises and computer systems is restricted through locks, password protection, internet firewalls and routers.
We will take reasonable steps to destroy or de-identify your personal information when your personal information is no longer required for our business functions.
Will we disclose the information we collect to anyone?As stated above, We do not sell, trade or rent client lists or personal information to any third party, ever! We will disclose personal information about you to our lenders and agents where necessary to do so for the ordinary operation of assisting you. In all cases we will only disclose that information that is strictly required, and take all reasonable steps to ensure that your personal information is handled in accordance with the Australian Privacy Principles(APP). These third parties are strictly prohibited from using your personal information for any purpose other than in the pursuit of business related to Care Mortgages through Connective Credit Services Pty Ltd. Otherwise, we will not disclose personal information unless you consent, we are required to do so by law, or under some unusual other circumstances which the Privacy Act permits.
How can you access, update or correct the information we are holding?You have the right to access your information and if necessary, for it to be corrected. Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We may incur costs in giving you that information, in which case we reserve the right to charge you for our reasonable expenses incurred in doing so.
If you believe that we are holding inaccurate, incomplete, irrelevant or out of date data about you, you may ask us to correct it.
You can make a request for access to or correction of your personal information by contacting our Privacy Officer by email at help@caremortgages.com.au or by telephone on 1300 10 2000.
In some limited circumstances we may need to refuse access to your information or refuse a request for correction. If this is the case, we will advise you as soon as possible after your request and provide you with our reasons for the refusal.
What happens if you want to complain?If you have concerns about whether we have complied with the Privacy Act or this Privacy Policy and would like to make a complaint please contact our Privacy Officer by email at help@caremortgages.com.au or by telephone on 1300 10 2000. Your complaint will be considered through our internal complaints resolution process and we will try to respond with a decision within 45 days of you making the complaint.
If you don’t provide us with full information, we can’t properly advise or assist you with loan applications. Our Privacy Policy (above) contains information about how you can access and ask us to correct your information, or make a privacy related complaint.
Your consentBy asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above. For even more information on your privacy rights please visit www.privacy.gov.au
Hope this helps! Never hesitate to contact us.
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Our EDR Plan (External Dispute Resolution Plan)
OUR IDR (Internal Dispute Resolution Plan) AND EDR PLAN (External Dispute Resolution Plan) We are dedicated to providing you with the highest standards of service. Therefore we are always interested to know what you think we do well, and where we could use improvement. Either way, we like to hear from you. If you have a problem, please let us know, immediately. Alternatively, if you are happy with our service, also please let us know. in writing. We love testimonials!
If you have a complaint or a dispute you can contact your broker and express your concern directly.. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. If we receive a complaint, we will attempt to resolve it promptly. Upon receipt we will contact you if any further information is needed. Once all information is available, we will investigate the matter thoroughly and inform you of the outcome as soon as possible. We will keep you updated of the progress throughout the process. If resolution takes longer than five (5) business days we will provide you with a written final response no later than 30 days from the date of the complaint. If a resolution cannot be achieved within 30 days, we will provide a written explanation as to the reason.
If you have a complaint or a dispute you can contact your broker and express your concern directly.. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. If we receive a complaint, we will attempt to resolve it promptly. Upon receipt we will contact you if any further information is needed. Once all information is available, we will investigate the matter thoroughly and inform you of the outcome as soon as possible. We will keep you updated of the progress throughout the process. If resolution takes longer than five (5) business days we will provide you with a written final response no later than 30 days from the date of the complaint. If a resolution cannot be achieved within 30 days, we will provide a written explanation as to the reason.
You can communicate your complaint by the following methods:
Connective Complaints Officer:Phone: 1300 656 637Email: compliance@connective.com.auMail: Compliance Officer, Level 16, 530 Collins Street Melbourne VIC 3000
Our external dispute resolution schemeIf we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority)
Australian Financial Complaints AuthorityPhone 1800 931 678 (local call cost)GPO Box 3Melbourne Vic 3001WEBSITE: www.afca.org.au
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
Contact usCare MortgagesCompliance Officer, P.O. Box 302, Kiama. NSW. 2533
Connective Complaints Officer:Phone: 1300 656 637Email: compliance@connective.com.auMail: Compliance Officer, Level 16, 530 Collins Street Melbourne VIC 3000
Our external dispute resolution schemeIf we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority)
Australian Financial Complaints AuthorityPhone 1800 931 678 (local call cost)GPO Box 3Melbourne Vic 3001WEBSITE: www.afca.org.au
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
Contact usCare MortgagesCompliance Officer, P.O. Box 302, Kiama. NSW. 2533
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