Who are we?
‘We’, ‘us’ and ‘our’ refer to "Geben Pty Ltd" trading as “Homeloans Plus” "Jeffrey Parker"
ABN 11 731 343 421.
Credit Representative Number 394045
At Homeloans Plus, we understand that the details you provide us are private and personal. It’s important that you feel secure whenever you deal with us. It’s also important that you understand how we protect your privacy and the manner in which we may use your details.
As such our policies relating to personal information are designed to ensure that you are fully protected under Australian privacy laws. Our commitment in respect of personal information is to abide by the Australian Privacy Principles for the protection of personal information, as set out in the Privacy Act and any other relevant law.
This Policy also includes our credit reporting policy, that is, it covers additional information on how we manage your personal information collected in connection with a credit application, or a credit facility. We refer to this credit-related information below as credit information.
The types of information that we collect and hold about you could include:
We may collect information about you because we are required or authorised by law to collect it. There are laws that which require us to collect personal information. For example, we require personal information to verify your identity under Australian Anti-Money Laundering law.
Cookies are small text files that are placed in your browser by the websites you visit. We use Google
Analytics to measure anonymised site activity. We also use other tracking tools, including but not limited to Facebook Pixel. This data collected is aggregated and cannot personally identify you. For further information on the use of Google Analytics and how it collects and processes data, refer to “How Google uses data when you use our partners’ sites or apps”. These service providers also have their own privacy policies governing the use of information collected.
Opting out of tracking cookies:
If you prefer, you can opt out of the tracking cookies we use without affecting your ability to use our site by opting out of Google Analytics and Facebook Pixel. Most web browsers will allow you to set some control over cookies in your browser settings, such as deleting them or disabling them. Please note that if you clear your cookies or use a different browser, you’ll need to opt out again. You can also opt out of the collection and use of your data in interest-based advertising by our third party providers by networkadvertising.org/choices. For further information about cookies, including how to see what cookies have been set, how to manage and delete them or how to manage browser settings visit www.allaboutcookies.org.
How do we collect your personal information?
How we collect and hold your information?
Unless it’s unreasonable or impracticable, we will try to collect personal information directly from you (referred to as ‘solicited information’).
For this reason, it’s important that you help us to do this and keep your contact details up to date.
There are several ways in which we may seek information from you.
We might collect your information when you fill out a form with us, when you’ve given us a call or used our website.
We also find using electronic means, such as email or SMS, a convenient way to communicate with you and to verify your details.
How we collect your information from other sources?
Sometimes, we will collect information about you from other sources as the Privacy Act 1988 permits. We will do this only if it’s reasonably necessary to do so, for example, where:
What if you don’t want to provide us with your personal information?
If you don’t provide your information to us, it may not be possible:
How we collect and hold your credit information?
We will collect your credit information in the course of you answering the enquiries we make of you relating to the credit assistance you seek from us. In addition to what we say above about collecting information from other sources, other main sources for collecting credit information are:
What do we do when we get information we didn’t ask for?
Sometimes, people share information with us we haven’t sought out (referred to as ‘unsolicited information’). Where we receive unsolicited personal information about you, we will check whether that information is reasonably necessary for our functions or activities. If it is, we’ll handle this information the same way we do with other information we seek from you. If not, we’ll ensure we do the right thing and destroy or de-identify it.
When will we notify you that we have received your information?
When we receive personal information from you directly, we’ll take reasonable steps to notify you how and why we collect your information, who we may disclose it to and outline how you can access it, seek correction of it or make a complaint.Sometimes we collect your personal information from third parties. You may not be aware that we have done so. If we collect information that can be used to identify you, we will take reasonable steps to notify you of that collection.
How do we take care of your personal information?
We store information in different ways, including in paper and electronic form. The security of your personal information is important to us and we take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure. Some of the ways we do this are:
What happens when we no longer need your information?
We will only keep your information for as long as we require it for our purposes. We may be required to keep some of your information for certain periods of time under the law. When we no longer require your information, we’ll ensure that your information is destroyed or de-identified.
How do we use your personal information?
What are the main reasons we collect, hold and use your information?
Collecting your personal information allows us to provide you with the products and services you’ve asked for.
This means we can use your information to:
Can we use your information for marketing our products and services?
We may use or disclose your personal information to let you know about other products or services we or a third party make available and that may be of interest to you.
We will always let you know that you can opt out of receiving marketing offers.
With your consent, we may disclose your personal information to third parties for the purpose of connecting you with other businesses or customers.
You can ask us not to do this at any time. We won’t sell your personal information to any organisation.
You Can Opt-Out
You can let us know at any time if you no longer wish to receive direct marketing offers from us. We will process your request as soon as practicable.
What are the other ways we use your information?
We have just explained some of the main reasons why we collect your information, so here’s some more insight into the way we use your personal information including:
Who do we share your personal information with?
To make sure we can meet your specific needs and for the purposes described in ‘How we use your personal information’, we sometimes need to share your personal information with others.
We may share your information with other organisations for any purposes for which we use your information.
Sharing Your Information
We may use and share your information with other organisations for any purpose described above.
Sharing with your representatives and referees
We may share your information with:
Sharing with third parties
We may share your information with third parties in relation to services we provide to you. Those third parties may include:
Sharing outside of Australia
We are not likely to disclose your information to organisations overseas.
However, we may store your information in cloud or other types of networked or electronic storage.
As electronic or networked storage can be accessed from various countries via an internet connection, it’s not always practicable to know in which country your information may be held.
How do you access your personal information?
We will always give you access to your personal information unless there are certain legal reasons why we can’t. You can ask us in writing to access your personal information that we hold. In some cases, we may be able to deal with your request over the phone.
We will give you access to your information in the form you want it where it’s reasonable and practical.
We may charge you a small fee to cover our costs when giving you access, but we’ll always check with you first.
We’re not always required to give you access to your personal information. Some of the situations where we don’t have to give you access include when:
If we can’t provide your information in the way you’ve requested, we will tell you why in writing. If you have concerns, you can contact us.
How do you correct your personal information?
How we correct your information.
Contact us if you think there is something wrong with the information we hold about you and we’ll try to correct it if it’s:
If you are worried that we have given incorrect information to others, you can ask us to tell them about the correction. We’ll try and help where we can and if we can’t, then we will let you know in writing.
What additional things do we have to do to correct your credit information?
If you ask us to correct credit information, we will help you with this in the following way.
Helping you manage corrections
Whether we made the mistake or someone else made it, we are required to help you ask for the information to be corrected. So we can do this, we might need to talk to others. However, the most efficient way for you to make a correction request is to send it to the organisation which made the mistake.
Where we correct information
If we’re able to correct the information, we’ll let you know within five business days of deciding to do this. We’ll also let the relevant third parties know as well as any others you tell us about. If there are any instances where we can’t do this, then we’ll let you know in writing.
Where we can’t correct information
If we’re unable to correct your information, we’ll explain why in writing within five business days of making this decision. If you have any concerns, you can contact our aggregator or our external dispute resolution scheme.
The time frame for correcting information
If we agree to correct your information, we’ll do so within 30 days from when you asked us, or a longer period that’s been agreed by you.
If we can’t make corrections within a 30-day time frame or the agreed time frame, we must:
Dispute resolution and complaints
Whilst we always strive to provide the best possible service, we understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns. You can contact Jeffrey Parker at Homeloans Plus by using the following details.
Homeloans Plus are committed to resolving your complaint as soon as possible and doing the right thing by our customers. However if you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with our aggregator "Custom Equity Group Pty Ltd".
If you need more help?
If you are not satisfied with how Homeloans Plus or Custom Equity Group have handled your complaint, you may make a formal complaint to our External Dispute Resolution Scheme Provider.
The external dispute resolution provider is AFCA (Australian Financial Complaints Authority)
What additional things do we have to do to manage your complaints about credit information?
If your complaint relates to how we handled your access and correction requests
You may take your complaint directly to our external dispute resolution scheme. You are not required to let us try to fix it first.
For all other complaints relating to credit information
If you make a complaint about things (other than an access request or correction request) in relation to your credit information, we will let you know how we will deal with it within seven days.
Ask for more time if we can’t fix things in 30 days
If we can’t fix things within 30 days, we’ll let you know why and how long we think it will take. We will also ask you for an extension of time to fix the matter.
Letting you know about our decision
We’ll let you know about our decision within 30 days or any longer agreed time frame. If you have any concerns, you can contact Custom Equity Group or our external dispute resolution scheme.
Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback. You can contact us by using the details below:
What if you want to interact with us anonymously or use a pseudonym?
If you have general enquiry type questions, you can choose to do this anonymously or use a pseudonym. We might not always be able to interact with you this way, however, as we are often governed by regulations that require us to know who we’re dealing with. In general, we won’t be able to deal with you anonymously or where you are using a pseudonym when:
What do we do with government-related identifiers?
In certain circumstances, we may be required to collect government-related identifiers such as your tax file number. We will not use or disclose this information unless we are authorised by law.
If you would like to find further information about Australian privacy laws we recommend that you visit the OAIC website.
We are constantly reviewing all of our policies and attempt to keep up to date with market expectations. Technology is constantly changing, as is the law and market place practices.
All content is general in nature. Before undertaking any financial decision, please obtain personal financial advice that is tailored to your situation and is documented in our credit guide.
Jeffrey Parker is an authorised credit representative (Credit Representative Number 394045) of Custom Equity Group Pty Ltd (Australian Credit Licence Number 383666).
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