At Heritage, we do things a little differently to the big banks. We are owned by our customers, not shareholders, so our focus is always on putting People first rather than maximising profits. In everything we do, we put People first.
Personal information is information or opinion about you that may identify you or by which your identity may be reasonably determined. The types of personal information that Heritage collects and holds may include the following information about customers, potential customers, and associated persons (such as guarantors) which is relevant to our relationship with that person.
We will only ask for personal information (including credit information and credit eligibility information) relevant to our business relationship with you and we will tell you why we are asking for it when we collect it. If you do not provide some of your personal information, we may not be able to provide you with some of our products or services or we may be required to restrict operation of a financial product.
Personal information may be collected from you:
for any other purpose required or authorised by law.
If you have a credit facility with us or are a guarantor we may also collect your information for the purpose of collecting overdue payments relating to credit you owe or a guarantee you have given and for our internal management purposes related to credit provided.
We may also ask for your personal information because we are obliged to collect it under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006, which requires us to ask you for information to check your identity (for instance, by referring to your driver’s licence, birth certificate or passport).
The National Consumer Credit Protection Act 2009 also requires us to make reasonable enquiries when you apply for credit or a credit limit increase.
We may collect your TFN in order to calculate our withholding obligations as authorised by the Taxation Administration Act 1953 and the Income Tax Assessment Act 1936. You are not required to provide your TFN, however if you do not, we may be required to withhold amounts from you and remit them to the Australian Taxation Office.
We store your personal information (including credit information and credit eligibility information) in a number of ways including:
This may include storage on our behalf by trusted third party service providers.
The security of your personal information is important to us and we take all reasonable precautions to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure. Some of the ways we do this are:
Additional information about the security systems we employ is available at heritage.com.au.
Whilst we take all reasonable measures, no data transmission over the internet can be guaranteed to be totally secure.
To assist us we expect you to take appropriate steps to ensure security of your information including keeping your access passwords confidential, destroying any documentation we send to you containing your access passwords and logging out properly when you leave your computer.
We may disclose your personal information (including credit information and credit eligibility information) to third parties where they help us with our business, or you consent to do so. Where your personal information is disclosed to third parties, we will seek to ensure that the information is held, used or disclosed consistently with the Australian Privacy Principles in Part IIIA of the Privacy Act 1988 and the CR Code.
Types of third parties include:
We may also disclose your personal information (including credit information and credit eligibility information) to third parties in circumstances where:
Your personal information may be sent outside Australia where, for example:
We will not send your personal information outside Australia unless it is authorised by law and we are satisfied that the recipient of the personal information has adequate data protection arrangements in place. Overseas organisations may be required to disclose information we share with them under a foreign law. In those instances, we will not be responsible for that disclosure.
The countries to which we are likely to disclose your personal information include New Zealand, Singapore, India, China, United Kingdom, Japan, France, Philippines, Canada, Germany, the Netherlands and the US.
If you wish to make a complaint regarding the handling of your personal information you can let us know by:
Your complaint will be managed in accordance with our Complaint Management Promise, which includes information about accessibility options, and is available on our website at heritage.com.au or by contacting us.
We will acknowledge your complaint promptly, either verbally or in writing and do our best to resolve it straight away. We aim to resolve all complaints within 21 days, however in some cases it may take up to 30 days. Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases we’ll keep you updated on the progress.
If you are not satisfied with our response, you may request a review by the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution:
You may also obtain further information about privacy or refer a privacy complaint by contacting the Office of the Australian Information Commissioner:
Should you have any concerns or if you would like further information regarding the handling of your personal information you can get in touch using any of the following methods:
|In Person:||at one of our branches|
|Mail:||The Privacy Officer
Heritage Bank Limited
PO Box 190
|Telephone:||13 14 22|
|Email:||email@example.com or firstname.lastname@example.org or go to our website heritage.com.au and click on "contact us" then use the "feedback/enquiries"|
We can make changes to this policy at any time and the latest version will always be available online and in our branches.