We collect personal information to enable us to provide our services to you. We collect personal information relating to you and your financial requirements, in order to assist with providing you with home loan products and services. If you don’t want to or are unwilling to provide us with the information we need, we may be unable to provide services to you.
We collect your personal information directly from you. We may also collect information about you from other sources, for example:
We collect personal information when you:
When you give us personal information about another person, you acknowledge that you are authorised by that person to do so and agree to inform that person of the contents of this document.
Examples of the personal information we may collect include:
Personal and contact details
Name, address, email address, phone number, date of birth, photographs, and audio recordings (including information contained in the recordings).
Australian Government, or foreign government identifiers and identity documents
See section 5.3 for the types of credit information that we may collect.
Marital status, age, gender, number of dependents, occupation, and nationality.
Details of your interactions with us, such as when you use our online services, speak to us, meet our brokers, or visit our stores. We may monitor and record our calls with you. You expressly provide us with your consent to record your telephone and online conversations with us.
See section 5.4 for the types of usage analytics we may collect.
We may collect and handle sensitive information, including:
For the safety of our team members and customers, we may use camera surveillance such as Closed-Circuit Television (CCTV). We will let you know if CCTV is present at the location you visit.
Information about your personal circumstances
We may ask you to provide information about your personal circumstances to provide you with support, for example:
Publicly available information
We may collect and handle information that is in the public domain, such as from:
public registers (for example, those kept by the Australian Securities and Investments Commission).
How we may use your information
Serving you as a customer
To provide you with Odin Group or third party (if applicable) products and services. This may include:
Managing our operations and improving our business
Complying with our legal obligations
We de-identify your information in order to provide anonymised datasets to other organisations, or for the purpose of generating insights and analytics.
We will never sell your information. We will share your information:
Before we share your information with any third party, we conduct reasonable and appropriate checks on that third party. We may share your information with the following types of third parties:
Our panel of lenders/credit providers
Your information will be provided as part of your credit application or a referral. If your information is provided for a loan application, the lender may list a credit enquiry on your credit file and will report certain details about your credit information to credit reporting bodies.
Government and law enforcement agencies
We may share your information with regulatory bodies, government agencies, the police, external dispute resolution bodies and law enforcement agencies.
Credit reporting bodies (CRBs)
We may provide your information to CRBs to obtain a report from them as an ‘access seeker’ (this will not appear on your credit report or impact your credit score). We may also disclose information about you to a CRB when you are applying for credit, you have obtained credit via us, or if you guarantee or are considering guaranteeing the obligations of another person to us. When we give your information to a CRB, it may be included in reports that the CRB gives other organisations (such as other lenders) to help them assess your credit worthiness. Some of that information may reflect adversely on your credit worthiness, for example, if you fail to make payments or if you commit a serious credit infringement (like obtaining credit by fraud). That sort of information may affect your ability to get obtain credit from other lenders.
Authorised third parties
We may share information with third parties where you have authorised us to do so (either through express consent or where your consent may be reasonably inferred). They include:
Our service providers
We may share your information with external service providers who we engage to do some of our work for us, for example mailing houses, legal service providers, marketing agencies, marketing research companies, information technology providers and cloud service providers.
Other third parties
By providing your email address and then clicking submit on any Odin Group website, online form, application, calculator, tool, or query, you acknowledge that communication and document sharing may be electronic and not paper based. You acknowledge that electronic communications must be regularly checked. You may withdraw your consent to provide documents by electronic communication at any time.
You can let us know at any time if you no longer wish to receive direct marketing offers from us by:
We will not charge you for opting out. We will process your request as soon as we can, however it may take a few days for your profile updates to be reflected in our systems.
Credit information is a sub-set of personal information and may include information in relation to any loans that you have outstanding, your repayment history, opened and closed dates and any defaults. Usually, credit information is exchanged between credit providers and credit reporting bodies ‘CRBs’). Credit information held by the CRBs has a bearing on an individual’s credit worthiness and is used to establish the individual’s eligibility for credit.
We may ask CRBs to give us your overall credit score and may use credit information from CRBs, together with other information to arrive at our own assessment of your ability to manage credit.
You authorise us to obtain a copy of your credit report from a CRB as an ‘access seeker’. As an ‘access seeker’ our enquiry will not appear on your report or impact your credit score. You consent to us providing information contained in that report (including arrears, credit, and personal information) to any credit provider who you authorise us to do so, and who may be able to provide credit to you.
We may disclose your credit information to joint applicants or co-borrowers.
You have the right to request access to the credit information that we hold about you and to directly request a CRB to correct that credit information. You may also contact a CRB to advise them that you believe that you may have been a victim of fraud. For 21 days after the CRB receives your notification, the CRB must not use or disclose that credit information. You can contact any of the following CRBs for more information: illion (www.illion.com.au), Experian (www.experian.com.au), and Equifax Pty Limited (www.equifax.com.au).
A web beacon is typically a transparent graphic image invisible to the user that is placed on a website or in an email. The use of a web beacon allows the website to record the simple actions of the user (such as opening the page that contains the beacon) through a tracking pixel. We may use web beacons (and cookies) for purposes such as site usage analytics, advertising auditing and reporting, as well as content and “advertising/marketing personalisation”. We may share any data collected from web beacon (and cookies) with third parties to provide you with relevant advertising when browsing Third-Party networks and websites (Third-Party Websites) such as Google and Facebook.
We need your help to ensure the information we hold is up to date and accurate. If you move or change contact details, please let us know as soon as possible.
If you need to access information that we hold about you, we can provide this to you by contacting us by using the details in How to contact us below.
There is no fee to ask for your information, but sometimes we might charge a fee to cover the time we spend gathering the information you want. We can provide you with general information, such as your name, address and contact details quite easily but other information may take longer to provide. If there’s a fee, we’ll let you know how much it is likely to be, so you can choose if you want to go ahead. You’ll need to make the payment before we start.
We will try to make your information available to you or to correct your personal information within 30 days of the date of your request.
In some cases, we can refuse access or only give you access to certain information. If we refuse to give you access to or correct your information, we will give you written notice setting out the reasons for the refusal and the mechanisms available for you to complain about the refusal.