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Broker Privacy Policy

This privacy policy relates to Loan Market Group’s management of personal information about its franchisees, brokers, credit representatives, loan writers and their associates.  A separate privacy policy document sets out our policy about the management of personal information about borrowers, consumers and the general public.

About the Loan Market Group

In this policy, ‘we’, ‘us’ and ‘our’ refer to members of the Loan Market Group (including Loan Market Group Pty Ltd, ACN 105 221 967, Loan Market Pty Ltd ACN 105 230 019, LMG Broker Services Pty Ltd ACN 632 405 504 , eMOCA Pty Ltd ACN 070 545 452, BLSSA Pty Ltd ACN 117 651 760, Finance & Systems Technology Pty Ltd ACN 092 660 912, Pennley Pty Ltd ACN 071 979 498, and Professional Lenders Association Network of Australia Pty Ltd ACN 086 490 833, Loan Market Group Asset Finance Pty Ltd ACN 659 499 555, MyCRM Pty Limited ACN 611 785 561 and their related entities). 

We understand how important it is to protect your privacy and the security of your personal information. This policy sets out our policy on how we collect and manage your personal information.

All of our Australian businesses follow the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) (Privacy Act) and any other applicable law. The Loan Market Group’s Australian businesses include Loan Market and each of its other aggregation businesses.

Our commitment to protect your privacy

We understand how important it is to protect your information, and our aim is to be clear and open about what we do with it. This document sets out our policy on how we collect and manage personal information we hold about you and what we do with that information.

It is important to us that you are confident that any personal information we hold about you will be treated in a way which ensures protection of your personal information in accordance with law.

Our commitment in respect of personal information is to abide by the Australian Privacy Principles (as set out in the Privacy Act 1988 (Cth)), and any other applicable law.

What is personal information?

When used in this privacy 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.  This may include 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.

How do we collect your personal information?

We collect most personal information directly from you, such as in person, on the phone or electronically.  From time to time, and with your permission, we may make recordings and transcripts of your phone conversation with us, and between you and the end customer.  If you attend our premises, we may have CCTV surveillance cameras on site.

We will collect your personal information from you where reasonably practicable, but we may also collect your information from third-parties such as providers of background checks (including Politically-Exposed Persons and sanction checks), police checks, credit checks, public registers, your referees, industry bodies, lenders and your previous aggregators.

What personal information do we collect and hold?

We may collect the following types of personal information:

  • your name, date of birth, account details and any other information and documents that we may need to identify you, including government or other identification;
  • your contact details such as physical address, email address and telephone number;
  • your resume, employment history, qualifications and membership and certification with industry bodies;
  • your professional indemnity insurance details;
  • your credit history and credit information; and
  • if reasonably necessary and with your consent, information relating to criminal record.

Over the course of our relationship with you, we may also collect and hold additional information which relates to you, including transactional information, investigations into or complaints or enquiries about your service or business.

For what purpose do we collect your personal information

We collect your personal information primarily for the purposes of: 

  • considering and processing your application (or your business’ application) to enter into a franchise or broker agreement with you and appoint you as our credit representative;
  • managing our business and contractual relationship with you and others, such as lenders and providers of financial and insurance services, and communicating with you;
  • where appropriate, promoting your business;
  • to facilitate identity verification and perform necessary background and compliance checks required by law and our panel lenders;
  • assisting you to apply or applying on your behalf, for accreditation of you with our panel lenders;
  • conducting business processing and administrative functions, including staff training, quality assurance and performance management purposes;
  • offering, enhancing and providing our service offering to you and lenders and providers of financial and insurance services (including various software as a service, training services, insights and referral services);
  • carrying out data analytics and research for the purposes of developing and improving our offerings, managing our risks (such as fraud detection, investigation and prevention) and for providing anonymised or aggregated data insights to lenders;
  • referring you to, and connecting you with, lenders and providers of financial and insurance services and associated businesses;
  • managing our risks (such as fraud detection, investigation and prevention) and meeting our legal, regulatory and contractual obligations in respect of our business relationship with you;
  • where permitted by law, to offer you other products and services, whether from us or third-parties, that we feel may be of value to you.; and
  • complying with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country.

We are required by some laws to collect certain personal information from you such as laws regulating our role as a credit licensee.  We are also required by some lenders to collect certain information from you.  If you do not provide your personal information or allow us to collect your personal information, we may not be able to consider and process your application to enter into a franchise or broker agreement with you and appoint you as our credit representative, or continue with our business relationship with you.

To whom do we disclose your personal information?

We may disclose your personal information to:

  • other members of Loan Market Group and their personnel, advisors, suppliers and service providers;
  • participants of our professional development events;
  • industry bodies and identify verification service providers;
  • your referees;
  • companies that provide information and infrastructure systems to us;
  • our panel lenders, prospective lenders, and providers of credit, financial or insurance services and associated businesses;
  • any person who represents you, such as your lawyers and accountants;
  • any person where we are required to do so by law, such as under the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth);
  • auditors, law enforcement agencies and regulators, including ASIC; and
  • investors, prospective investors, or any entity that has an interest in our business, and their agents or advisers.

Transfer of information overseas

We may disclose personal information to our related entities, third-party suppliers and service providers located overseas for some of the purposes listed above. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.

Your personal information may be stored in cloud servers located outside of Australia. As such, information, electronic or networked, can be accessed remotely. It is not always practicable to know in which country your information may be held or accessed.

Some of those recipients and systems hosting your personal information are located outside of Australia, including  India, the European Union, the United States of America or within the Asia Pacific Region including but not limited to New Zealand and the Philippines.

Direct marketing

From time to time and with your consent we may use your personal information to provide you with current information about offers (whether by the Loan Market Group, lenders or providers of financial or insurance services and associated businesses) you may find of interest, changes to our organisation, or new products or services being offered by us or any company with whom we are associated.

If you do not wish to receive marketing information, you may at any time decline to receive such information by telephoning us on 1800 275 564 or by writing to us at customercare@loanmarket.com.au. If the direct marketing is by email you may also use the unsubscribe function. We will not charge you for giving effect to your request and will take all reasonable steps to meet your request at the earliest possible opportunity.  For clarity, such direct marketing opt out will not affect notices that we may give to you in accordance with the terms of any agreements between you and us.

Updating, accessing & correcting your personal information

It is important to us that the personal information we hold about you is accurate and up to date. During the course of our relationship with you we may ask you to inform us if any of your personal information has changed.

If you wish to make any changes to your personal information, you may contact us (refer to the “Contacting us” section below). We will generally rely on you to ensure the information we hold about you is accurate or complete.

Access to your personal information

You have rights under the Privacy Act to request access to the personal information we hold about you. In most cases, you will be able to access and update the personal information we hold about you through the systems we make available under any agreements between you and us.

You may also request access to any of the personal information we hold about you at any time.  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 providing to you through a secure access link). 

We may charge a fee for our costs of retrieving and supplying 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 are not required to provide you with access to the personal information we hold. For example, we may 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.

Correction to your personal information

We will generally rely on you to ensure the information we hold about you is accurate or complete. If any of the personal information we hold about you is incorrect, inaccurate or out of date you may request that we correct the information. If appropriate, we will correct the personal information. Where reasonable, and after our investigation, we will provide you with details about whether we have corrected the personal information within 30 days.

We may need to consult with other entities as part of our investigation.

If for any reason we refuse to correct personal information we will provide you with our reasons for not correcting the information and at your request we will take reasonable steps add a note to the personal information stating that you disagree with it.

How do we protect your 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.

We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements.

All Loan Market Group employees have confidentiality requirements and access to your information is restricted to those employees whose job requires that information.

Access to our premises are controlled and computer systems have electronic security systems such as firewalls and data encryption.

We will also take reasonable steps to destroy or de-identify your personal information when your personal information is no longer required for our business purposes.

Complaints & Further Information

If you are dissatisfied with how we have dealt with your personal information, or you have a complaint about our compliance with the Privacy Act, you may contact our privacy officer as set out below. We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint.

We will aim to provide you with a decision on your complaint within 30 days. If we need more time, we will let you know.

If you are dissatisfied with our response to your complaint, you may make a complaint to the Privacy Commissioner which can be contacted on either www.oaic.gov.au or 1300 363 992.

Contacting us

If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy, or wish to request access or correction of your personal information, you may contact us as follows:

Privacy Officer

Loan Market Group

Post: Level 26, 111 Eagle Street, Brisbane, QLD 4000

Email: privacy@lmg.broker  

Changes to our privacy policy

We may revise this privacy policy from time to time to reflect changes to the law or market practice.  When we make changes to our privacy policy, they are reflected on this page. To the extent permitted by law, any revised privacy policy will apply both to information we already have about you at the time of the change, and any personal information collected after the change takes effect.  We encourage you to periodically re-read this privacy policy, to see if there have been any changes to our policies that may affect you. 

 

Last updated: January 2026