Nationwide Finance and Loans Pty Ltd (ACN 167 572 045 / Australian Credit Licence no. 452913), also trading as Ezilend (‘NFL’, ‘we’, ‘us’, ‘our’) and its wholly owned subsidiaries and franchisees recognise the importance of protecting the privacy and the rights of individuals in relation to their personal information. We are committed to protecting your privacy and the confidentiality of your personal and credit information. In handling your credit information, we are bound by, and comply with, the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and the Credit Reporting Privacy Code (Code) as registered under section 26S(1) of the Privacy Act.
Ezilend is collecting your personal information for the purpose of providing you with the products and/or services you have requested from us. Some of the personal information we request is required by credit laws and regulations. If you don’t provide your personal information, we may not be able to process your quote or process your application for the products or services that you have requested.
This Policy sets out how we manage your “personal information”. Certain parts of this Policy also apply specifically to “credit-related information”. Section 7 of this Policy sets out these credit-specific obligations in more detail.
When used in this Policy, the term “personal information” has the meaning given to it in the Privacy Act. In general terms, it is any information that can be used to personally identify you, including your name, address, telephone number, email address and profession or occupation. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.
In this Policy, the term “credit-related information” means credit information, credit eligibility information and credit reporting body (CRB) derived information as those terms are defined in the Privacy Act. Generally speaking, credit-related information will include your name and address, your contact details, your date of birth and gender, details of your credit history (including any repayments missed or late repayments that you have made), information about any credit provided to you by credit providers (such as financial institutions, utilities or telecommunications providers), any credit rating or credit assessment score that we have derived or that is provided to us by a credit reporting body and details of any credit-related court proceedings or insolvency applications that relate to you.
We also may call you to progress your quote, obtain further information from you and process your application for products or services that you have requested.
Ezilend collects, uses, holds and discloses your personal information (which includes your name, address, telephone and other contact details) in order to prepare and submit insurance and finance applications that you (or your related company or other entity) wish to make to it or the financiers, insurers and other third parties that Ezilend deals with or act on behalf of. We also collect, use, hold and disclose this information to prepare quotes for you, to assess which third-party products or services may be most suitable for you and, if your application is successful or you accept a quote, to manage the business or other relationship with you (or your related company or other entity) and to arrange payment for the products and services that are supplied. If you choose not to provide your personal information to us, Ezilend may not be able to accept any applications, provide any quotes or enter into a business or other relationship with you (or your related company or other entity).
Where relevant, Ezilend discloses your personal information to financiers, insurers and other third parties that Ezilend acts for or on behalf of, Ezilend may also disclose your personal information to its related companies, contractors, third-party service providers, agents, government bodies and local authorities.
We typically collect the following types of personal information about you:
Some of the personal information we collect or hold about you as described in section 3.1 of this Policy, such as health records which appear on your driver’s licence, your tax file number or your passport number, may be classified as ‘sensitive information’ under the Privacy Act. We only collect or hold such sensitive information to the extent it is reasonably necessary for one or more of our functions or activities. You expressly provide your consent to providing us with this sensitive information so that we may carry out one or more of our functions or activities related to that collection.
Sometimes you may provide sensitive information to us if you are applying to work with us (for example, you may disclose your voluntary work in a church group). We will only collect, use and disclose sensitive information about you in the course of considering an application for employment subject to obtaining your prior specific consent at the relevant time.
We might also ask you to provide us with personal information about another person, for example:
If you provide us with personal information about another person, you should tell that person about this Policy and let them know that their information has been provided to us.
We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect anonymous answers to surveys or aggregated information about how users use our website. This Policy does not apply to such information.
Generally, we collect your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect it in ways including:
We may also collect personal information about you from third parties, including:
We hold information in paper-based files or other electronic record-keeping methods in secure physical and online databases (including trusted third-party storage and service providers).
We take reasonable steps to ensure that the personal information and credit-related information that we collect, use and disclose about you is accurate, complete and up-to-date and, in relation to the purpose of our use or disclosure, relevant. Personal information and credit-related information is destroyed or de-identified when no longer needed or where we are no longer required by law to retain it (whichever is the later).
We have implemented controls around technology and our organisational processes to assist us in protecting your information from misuse, interference and loss and from unauthorised access, modification or disclosure. This includes having in place confidentiality requirements for employees and contractors, as well as implementing document storage security policies, document retention policies and systems and site access restrictions.
We will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry over the phone to us). However, generally, it is not feasible for us to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to use our services or products (as further detailed in 5.2 below).
If you do not provide us with the personal information described above, some or all of the following may happen:
We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality of customer service to you.
We generally collect, hold, use and disclose personal information for the purpose for which you provided it, the purposes disclosed in this Policy and/or in any specific collection statement, any related secondary purposes which you would reasonably expect and for any other purpose you have consented to.
Typically, we collect, hold, use and disclose your personal information for the following purposes:
This section 7 is our credit reporting policy. We may provide consumer credit and/or commercial credit to individuals (including as agent for our financiers), and this Policy will apply in such circumstances. In addition, we may conduct (or our financiers may conduct) a credit check on you and any joint account holders (or for corporate customers, any directors, partners or other authorised representatives) before credit is provided to you.
The Privacy Act and this Policy do not apply to commercial credit provided to companies or other entities. However, this Policy will apply where an individual applies for commercial credit or we or our financiers request that a director or other authorised individual guarantees the commercial credit to be provided by us to a company or other entity. This Policy will only apply in respect of any uses of individuals’ credit-related information as part of any assessment of the creditworthiness of that individual that we or our financiers undertake and any consideration that we or our financiers undertake in relation to an individual’s suitability as a guarantor.
In addition to collecting personal information about you, we may collect the following particular types of credit-related information about you:
We may obtain this information from you or from third parties, including from credit reporting bodies and other credit providers, in order to assist us in determining whether we or our financiers will provide any credit to you (or to your related company or other entity).
We may use the credit-related information that is collected and held by us to help us and our financiers decide whether or not to provide credit to you (or to your related company or other entity).
The credit reporting bodies that we deal with including, but not limited to, Equifax Pty Ltd and Dun & Bradstreet Inc. (Trading as illion Data Registries)
You may contact Equifax by:
You may contact illion by:
You have a right to obtain a copy of the credit reporting policies of any credit reporting bodies that Ezilend disclose your credit-related information to, and you can contact them directly using the contact details set out above to obtain a copy in an alternative format.
You also have a right to request that a credit-related body not use or disclose credit reporting information they hold about you in circumstances where you reasonably believe that you have been or are likely to be a victim of fraud, including identity-related fraud. You can make such a request to any of the credit reporting bodies listed above.
The credit-related information that we hold about you may be used by us in accordance with Part IIIA of the Privacy Act and the Credit Reporting Code. The purposes for which we use your credit-related information may include:
Where required by law, we will make a written note (which may be kept in electronic form) of any use or disclosure that we make relating to your credit-related information.
and we subsequently refuse your application or offer based on information provided to us by a credit reporting body about you, we will inform you of this and provide you with the name and contact details of that body and any other information required by law to be provided to you.
You have a right to request access to, or the correction of, any credit-related information that we hold about you. You may request access to any credit-related information that we hold about you in accordance with section 12 of this Policy.
We may use or disclose your personal information for the purpose of direct marketing, including:
Typically we may send you direct marketing communications and information about our products and services (or those of our financiers) that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS, and email or in the form of targeted content and offerings as described in section 9.
You expressly acknowledge and agree that we may also share or disclose your personal information to other third-party entities so that they may conduct direct marketing directly with you (for example, in the manner described in section 9).
If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. If we do commence sending any direct marketing to you, you may amend or opt-out of receiving marketing communications from us by:
This Policy also applies to any websites that we operate from time to time, including our websites at ezilend.com.au, ezilendcairns.com.au, ezilendnewcastle.com.au, ezilendwhitsundays.com.au and aussielifestyleloans.com.au (and any sub-domains of those websites). This Policy will cover any personal and credit-related information you provide to us using any of our websites.
When you visit one of our websites or use one of our applications, or in response to a survey, promotion or competition, Ezilend and other third-party entities typically record anonymous information such as IP address, time, date, referring url, and other referral information, device information and location, carrier, site interactions such as your access to website features, pages accessed, content, searching activities, lead submission, and files accessed and downloaded, type of browser and operating system, and other clickstream information.
Such information collected by us may be linked to other information we hold about a user, compiling a complete profile about the users’ browsing, purchasing and other activities. This data may be used by us and shared with other third parties to categorise a user and provide personalised offers, marketing and advertising. Activity data may be shared with advertisers for these purposes where the user is already a customer of the advertiser.
Ezilend may use third-party advertising applications and companies to collect data and/or serve ads when you visit one of our websites or applications.
We use “cookies” and other online behavioural technologies and methods to collect and store the information set out above. A cookie is a small file that stays on your computer or another device until, depending on whether it is a sessional or persistent cookie, you turn your computer off or it expires (this may be as little as 30 days or up 2 years or longer in some cases).
Cookies may be used by us or by service providers engaged by us to provide you with the full range of services it offers, remember your preferences, remember the sites you visit, measure and analyse usage of our websites and for security. As this information does not constitute personal information, the Privacy Act is not applicable, and we may use this information for any lawful purpose. We use both session ID cookies and persistent cookies, first-party cookies (such as Analytics Services described below) and third-party cookies (such as Adobe Analytics). Persistent cookies may be used to identify the sites you visit on third-party sites and to personalise the advertising that you see when you make future visits to those sites or other sites or platforms.
As our websites and applications are linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online. Where appropriate, we use Secure Socket Layer (SSL) technology to encrypt the transmission of information to us. However, we cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.
We may disclose your personal information and credit-related information to:
You may request access to any personal information or credit-related information we hold about you at any time by contacting us (see the details below). Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). We may charge you a reasonable fee to cover our administrative and other reasonable costs in providing the information to you. We will not charge for simply making the request and will not charge for making any corrections to your personal information.
There may be instances where we cannot grant you access to the personal information or credit-related information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
If you believe that any personal information or credit-related information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment, then we will add a note to the personal information stating that you disagree with it.
For any credit-related information that we hold about you, we will:
If you believe that your privacy has been breached, please contact us using the contact information below and provide written details of the incident so that we can investigate it.
If your complaint relates to our failure to provide access to or to correct any credit-related information that we hold about you, you may lodge a complaint directly with the Office of the Australian Information Commissioner (for more information, please see https://www.oaic.gov.au/privacy/privacy-complaints/).
Otherwise, if you have a complaint in relation to our handling of your credit-related information that is not mentioned above or if your complaint relates to your Personal Information, you must first lodge your complaint with us using the details in section 13 (Contacting us) below and provide us with details of the incident so that we can investigate it.
We have a detailed internal dispute resolution policy (Dispute Policy), which will apply to investigating and dealing with any privacy breaches. Please contact us (using the details below) to obtain a copy of this Policy. However, if you make a complaint with us in accordance with this section 12 about privacy, we will acknowledge receipt of your complaint and try to investigate and respond to you in accordance with our Dispute Policy within 30 days. If the matter is more complex or our investigation under our Dispute Policy may take longer, we will let you know.
We will treat your complaint confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in a timely and appropriate manner.
If you are not satisfied with our handling of your complaint or our proposed resolution, you have a right to lodge a further complaint with the Office of the Australian Information Commissioner (for more information, please see https://www.oaic.gov.au/privacy/privacy-complaints/). The Office of the Australian Information Commissioner can provide you with further information about the next steps in its complaints process. If your complaint relates to credit-related information that we hold about you, you may instead lodge your further complaint with the Australian Financial Complaints Authority (for more information, please see afca.org.au).
Where your complaint relates to the correction of your credit-related information and the resolution of your complaint requires us to correct your information, we will inform each other credit provider and credit reporting body that we have previously disclosed your information to that you have made a correction complaint in relation to that information and that we have corrected your information as a result of the outcome of that complaint. However, if it is impracticable or illegal for us to do so, we are not required by law to give this notification.
If you have any questions about this Policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy, please use the contact link on our website or contact our Compliance Officer using the details set out below. We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in a timely and appropriate manner.
Please contact our Managing Director at:
PO Box 508
Mt Gravatt, QLD, 4172
Telephone: 1300 850 447
We may change this privacy and credit reporting policy from time to time. Any updated versions of this Policy will be posted on our website and will be effective from the date of posting.
This Policy was last updated on 24th October 2022