We will ask you for personal information when we assist you with your finance. Personal information may include any sensitive information (including health information) and may include any information you tell us about any vulnerability you may have. We use the information you provide to advise about and assist with your credit needs. We only provide your information to the companies with whom you choose to deal (and their representatives).

We also use your information to send you requested product information and to enable us to manage your ongoing relationship with us e.g. invoicing, client surveys etc. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications.

We may occasionally notify you about promotions, new services and special offers, events or articles we think will be of interest to you. We may send you regular updates by email or by post. If you would rather not receive this information, email or write to us.

We may also use your information internally to help us improve our services and help resolve any problems.

If you don’t provide us with full information, we can’t properly advise or assist you with your credit needs.

We strive to maintain the reliability, accuracy, completeness, and currency of the personal information we hold and to protect its privacy and security. 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.

We hold the information we collect from you in secure cloud storage facilities and on encrypted servers. Our infrastructure is designed to provide robust protection against unauthorized access and data breaches.

We ensure that your information is safe by implementing comprehensive security measures and procedures. These include, but are not limited to, advanced encryption technology for data at rest and in transit, regular security audits, strict access controls, and the use of secure communication protocols. Our staff receives regular training on best practices for data security and privacy. Additionally, we continuously monitor for, and have in place incident response plans to quickly address any potential security threats or breaches.

We do not sell, trade, or rent your personal information to others.

We may need to provide your information to our credit licensee e.g. for administration and supervision activities, contractors who supply services to us e.g. to handle mailings on our behalf, or to other companies in the event of a corporate sale, merger, re-organisation, dissolution or similar event. However, we will do our best to ensure that they protect your information in the same way that we do.

We may also provide your information to others if we are required to do so by law or under some unusual other circumstances which the Privacy Act permits.

Disclosures to overseas recipients

Some of the recipients to whom we disclose your personal information may be based overseas. It is not practicable to list every country in which such recipients are located but it is likely that such countries will include the Philippines, India, and Nepal.

• From time to time, we will use your contact details to send you direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications.
  
• You can unsubscribe ‘opt-out’ by notifying us and we will no longer send information to you.

The information we obtain from you is used, subject to compliance with Australia’s privacy and credit reporting laws, only for the purposes listed in this Consent and is not disclosed to any other person except with your permission or as permitted, or required, by law.

We partner with third-party analytics providers, including Google Analytics and Microsoft Clarity, to capture and analyse how you use and interact with our website. These tools help us gather insights through behavioural metrics, heatmaps, session replays, and other forms of data analysis. This information is crucial for us to enhance your user experience, improve and market our products/services, and optimize our website's functionality.

Both Google Analytics and Microsoft Clarity use first and third-party cookies, along with other tracking technologies, to collect data on website usage. This includes tracking the popularity of our content and services, and your online activities on our site. We use this data not only for site optimization and marketing purposes but also for fraud prevention, security enhancement, and targeted advertising.

For a detailed understanding of how Google Analytics collects and processes data, you can visit Google's Privacy & Terms page. Similarly, for more information on how Microsoft Clarity collects and uses your data, please refer to the Microsoft Privacy Statement.

Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate.

If you wish to access or correct your personal information, please write to privacy@hellohl.com.au.

We do not charge for receiving a request for access to personal information or for complying with a correction request. We do not charge for providing access to personal information.

By asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above.

We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact privacy@hellohl.com.au.

Internal Dispute Resolution

If you do have a complaint, please let us know by email, because if we don’t know about it, we can’t fix it. You may also contact us by email addressed to; The Complaints Officer at privacy@hellohl.com.au, please make sure you include as much information as you can.

You should explain the details of your complaint as clearly as you can. Ideally, this should be in writing, however you can lodge your complaint via telephone, or online. When we receive a complaint, we will attempt to resolve it promptly.