Terms of Service

Who we are

When we say 'we', 'us' or 'our', we're talking about Lending Hands Pty Ltd (ABN: 60 650 442 185) and our authorised credit representatives.

Contact Details:
Sion Titus
Email: sion@lendinghands.com.au
Phone: 0481 060 333

Our promise to you

We know your personal information is precious, and protecting it is part of how we serve you well. This policy explains what information we collect, why we collect it, how we keep it safe, and your rights regarding your information.

We're committed to following the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Privacy (Credit Reporting) Code 2014. Put simply, that means your details will only ever be used in ways you'd expect, or as required by law.

What personal information means

Personal information is anything that can identify you. This includes:

• Identity details (name, date of birth, driver's licence, passport)
• Contact information (address, phone, email)
• Employment and income details
• Financial information and account details
• Living arrangements and dependents

Credit information includes:

• Credit history and credit reports
• Existing loans and credit facilities
• Repayment history
• Credit scores and assessments
• Default information
• Serious credit infringements

Sensitive information (which we only collect with your explicit consent when necessary) may include:

• Health information (if relevant to insurance or hardship)
• Government identifiers
• Criminal record (if required by a lender)

Why we collect your information

We collect your information to:

• Assess your loan application and creditworthiness
• Find suitable finance solutions for your needs
• Manage your loan throughout its lifecycle
• Comply with responsible lending obligations
• Meet legal and regulatory requirements
• Keep you informed about your application
• Provide ongoing support and service
• Let you know about products or services that could help you (with your consent)
• Prevent fraud and verify identity
• Handle complaints and disputes
• Improve our services

How we collect it

Directly from you: Most information comes straight from you through:

• Application forms (online or paper)
• Phone conversations
• Emails and messages
• Meetings and video calls
• Our website and online tools

From others (with your authorisation):

• Credit reporting bodies (Equifax, Experian, illion)
• Your employer (for income verification)
• Your accountant, lawyer, or financial planner
• Other brokers or lenders (if transferring your application)
• Government agencies (for verification purposes)
• Valuers and insurers
• Settlement agents

Who we share your information with

We may share your personal information with:

For your finance application:

• Lenders and prospective funders
• Mortgage insurers and lenders mortgage insurers
• Valuers and property inspectors
• Settlement agents and conveyancers
• Credit reporting bodies

Service providers who help us operate:

• IT and cloud storage providers (including overseas)
• Document management and printing services
• Marketing and communication platforms
• Compliance and audit services
• Legal advisors

Others you've authorised:

• Your nominated representatives
• Lawyers, accountants, financial planners acting for you
• Co-borrowers or guarantors
• Real estate agents (with your consent)

When required by law:

• ASIC and AFCA (for disputes)
• Australian Transaction Reports and Analysis Centre (AUSTRAC)
• Courts and tribunals
• Law enforcement agencies

Credit reporting bodies

We deal with these credit reporting bodies:

Equifax
Website: www.equifax.com.au
Phone: 138 332

Experian
Website: www.experian.com.au
Phone: 1300 783 684

illion
Website: www.illion.com.au
Phone: 132 333

You can request free copies of your credit reports from these bodies. Their privacy policies explain how they handle your information and how to correct errors.

Overseas disclosure

Some of our service providers operate overseas, particularly:

• Cloud storage (United States, with appropriate safeguards)
• IT support services (may include Philippines, India)
• Lender processing centres (New Zealand, Singapore)

Before sending information overseas, we ensure appropriate privacy protections are in place through contracts and security measures.

Data retention

We keep your information for:

• Successful applications: 7 years from loan closure (legal requirement)
• Unsuccessful applications: 2 years from decision
• Marketing lists: Until you unsubscribe
• Credit reports: 90 days (or 2 years if you agree)
• Complaints: 7 years from resolution

After these periods, we securely destroy or de-identify your information.

Your rights

You have the right to:

• Access your personal information (usually free, small fee for complex requests)
• Correct information that's wrong or outdated
• Request deletion (where legally permitted)
• Opt out of marketing at any time
• Request not to use credit reporting bodies (may limit our services)
• Complain about privacy breaches

To exercise these rights, contact our Privacy Officer. We'll respond within 30 days.

Direct marketing

We may send you updates, offers, or tips we believe could help you. Every marketing message includes an unsubscribe option. You can also opt out by contacting us directly.

We won't share your information with others for their marketing without your explicit consent.

Keeping your information safe

We protect your information through:

• Secure physical storage with restricted access
• Encrypted electronic systems
• Password protection and two-factor authentication
• Regular security updates and monitoring
• Staff training on privacy and confidentiality
• Secure destruction when no longer needed

Data breach notification

If a breach occurs that could seriously harm you, we'll:

• Investigate immediately
• Notify you as soon as practical
• Report to the Office of the Australian Information Commissioner
• Take steps to reduce harm
• Review our security to prevent recurrence

Special circumstances

Financial hardship: If you're experiencing hardship, we'll handle your information with extra care and only share what's necessary to help your situation.

Vulnerable customers: We have additional protections for customers who may be vulnerable due to age, disability, language barriers, or other circumstances.

Joint applications: Each applicant can access their own information and joint information, but not the other party's separate dealings with us.

Children's privacy

We don't knowingly collect information from anyone under 18 without parental consent. If we discover we have, we'll delete it immediately.

Cookies and online services

Our website uses cookies to:

• Remember your preferences
• Improve site performance
• Understand how you use our services
• Provide relevant information

You can disable cookies in your browser settings, though some features may not work properly.

We also collect:

• IP addresses and device information
• Pages visited and click patterns
• Referral sources

This data is generally aggregated and anonymised.

Changes to this policy

We review this policy annually and update it when needed. We'll notify you of significant changes through our website or direct communication. The latest version is always available at www.lendinghands.com.au/privacy

Making a complaint

If you have concerns about your privacy:

1. Contact us first:
   Email: sion@lendinghands.com.au
   We'll acknowledge within 24 hours and aim to resolve within 30 days
2. If you're not satisfied:
   Australian Financial Complaints Authority (AFCA)
   Website: www.afca.org.au
   Phone: 1800 931 678
3. For privacy-specific issues:
   Office of the Australian Information Commissioner
   Website: www.oaic.gov.au
   Phone: 1300 363 992

Additional information

Anonymity: You can interact with us anonymously for general inquiries, but we'll need to verify your identity for finance applications.

Government identifiers: We won't use government identifiers (like Tax File Numbers) as our own identification system.

Quality assurance: We may record calls for training and quality purposes. We'll let you know when this happens.

Acknowledgment

By providing your personal information to Lending Hands, you acknowledge that you've read and understood this privacy policy.

If you have any questions about this policy or how we handle your information, please don't hesitate to contact our Privacy Officer.

Version: [Insert Version Number]
Australian Credit Licence: [Insert ACL Number]

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