www.westpac.com.au
Open in
urlscan Pro
108.138.36.108
Public Scan
Submitted URL: https://url.de.m.mimecastprotect.com/s/NHFPCWPxYLcxYJorcPa-XO?domain=westpac.com.au
Effective URL: https://www.westpac.com.au/privacy/privacy-statement/
Submission: On May 28 via api from US — Scanned from DE
Effective URL: https://www.westpac.com.au/privacy/privacy-statement/
Submission: On May 28 via api from US — Scanned from DE
Form analysis 2 forms found in the DOM
GET /search
<form id="search-site-form" class="search-site-form" action="/search" method="get">
<div class="input-addon input-addon-lg search-wrap">
<label class="input-addon-label"> <span class="input-addon-text">Search</span>
<input name="query" type="text" id="headersearch" class="input-addon-input search native-width js-search-field js-search-input" placeholder="Search" autocomplete="off" autofill="off">
</label>
<a class="js-modal search-modal voice-search-header js-rendered" data-modal="#voice-search-header" name="voice-search-header" tabindex="0" title="Speak to search">
<span class="icon icon-custom-mic header-speech-icon hide" style="background-image: none;"><svg id="Layer_1" data-name="Layer 1" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 18 32"><defs><style>.cls-1{fill:#575f65;}</style></defs><title>mic</title><path class="cls-1" d="M16.12,22a5,5,0,0,0,5-5V5a5,5,0,0,0-10,0V17A5,5,0,0,0,16.12,22Zm7-8v3a7,7,0,0,1-14,0V14h-2v3a9,9,0,0,0,8,8.94V30h-4v2h10V30h-4V25.94a9,9,0,0,0,8-8.94V14Z" transform="translate(-7.12)"></path></svg></span>
</a>
<button type="submit" class="input-addon-btn button enhanced" disabled="" data-track="search" value="Search" id="searchButton">Go</button>
</div>
<input type="hidden" name="collection" value="westpac-web">
</form>/privacy/
<form class="js-login" action="/privacy/">
<div class="input-field-select-wrapper">
<label for="signIn"><span class="sr-only">Sign in</span></label>
<select id="signIn" class="input-field-select">
<option value="https://banking.westpac.com.au/wbc/banking/handler?TAM_OP=login&segment=personal">Online Banking - Personal</option>
<option value="https://banking.westpac.com.au/wbc/banking/handler?TAM_OP=login&segment=business">Online Banking - Business</option>
<option value="https://online.corp.westpac.com.au/">Corporate Online</option>
<option value="https://sharetrading.westpac.com.au/login" data-target="sameWindow">Westpac Share Trading</option>
<option value="https://wintrade-international.com.au/public/pages/login.aspx?brand=WPAC" data-target="sameWindow">WinTrade</option>
<option value="https://www.westpac.com.au/all-online-services/" data-target="sameWindow">View all online services</option>
</select>
</div>
<a id="btnSignIn" name="sign-in" href="https://banking.westpac.com.au/wbc/banking/handler?TAM_OP=login&segment=personal" class="btn btn-primary" data-s-object-id="https://banking.westpac.com.au/wbc/banking/handler_1">Sign in</a>
</form>Text Content
Skip to main content Skip to main navigation
Skip to access and inclusion page Skip to search input
Toggle menu here Menu
* Contact us
* Locate us
* Lost or stolen cards
* Register
* Online Banking – Personal
* Online Banking – Business
* Corporate Online
* Westpac Share Trading
* WinTrade
* View all online services
Westpac home page Westpac logo
Search Close
Search mic Go
Sign in Online Banking - Personal Online Banking - Business Corporate Online
Westpac Share Trading WinTrade View all online services
Sign in
Close Close House
* Keyhole Sign in
* Person Personal
* Business Person Business
* Office Corporate
* About Us About us
* Help Help
* Sign in Sign in
* All Sign in
* * Online Banking - Personal
* Online Banking - Business
* Corporate Online
* Home Home
* Personal Personal
* All Personal
* * Bank accounts
* Home loans
* Credit cards
* Personal loans
* International & Travel
* Insurance
* Superannuation
* * Investments
* Share Trading
* Westpac Private Bank
* Westpac App Westpac Online Banking
Services
* Westpac Online Banking
* Ways to pay
* Westpac Private Bank
Business Business
* All Business
* * Bank accounts
* Savings accounts
* Credit cards
* Loans and finance
* EFTPOS & eCommerce
* Insurance for Businesses
* FX & International
* * Industry specific banking
* Online Banking for Business
* Help for your business
* Current offers
* Business Term Deposit
* Bank Guarantee
* Transaction accounts
Corporate Corporate
* All Corporate
* * Corporate & institutional
* Transaction banking
* Financial markets
* ESG
* * Corporate & structured finance
* Trade & supply chain finance
* Corporate Online
* Westpac IQ
About us About us
* All About us
* * Indigenous
* Westpac Group
* Investor Centre
* Media centre
* Westpac Wire
* Careers
* * Sustainability
* Our Foundations
* Global locations
* Inclusion & diversity
* Innovation
Help Help
* All Help
* * Contact us
* Locate us
* Ways to bank
* Lost or stolen cards
* Frequently asked questions
* Life moments
* * Community
* Indigenous & Remote Banking
* Customers needing extra care
* Disaster help
* Security
* Master your money
* Privacy
* Privacy Statement
* Privacy Statement FAQs
* Overseas Privacy and Data Protection Policies
* Comprehensive Credit Reporting
* Supplementary Notices
* What 'Know Your Customer' means for you
* Back
* Privacy
* Privacy Statement
PRIVACY STATEMENT
Learn more about our simplified Privacy Statement
FAQs Refresh FAQs Refresh
OUR SIMPLIFIED PRIVACY STATEMENT
Our privacy statement combines important information about how we handle your
personal and credit-related information. We’ve simplified the language to make
it easier to understand how and why we collect, hold, and use this information,
and who we share it with and why.
Sometimes, we need to provide you with a supplementary privacy notice to give
you additional information specific to a particular collection of your
information. If one of our supplementary privacy notices is relevant to you, we
will provide the notice to you at the time we are collecting your information or
shortly after. You can also access and download our supplementary privacy
notices.
We’re also progressively updating our websites and apps (such as online
banking), product and service terms and conditions, forms, and other documents
with the simplified privacy information.
PRIVACY STATEMENT
Protecting your privacy is fundamental to the way we do business. We are
committed to earning and maintaining your trust by carefully and respectfully
managing your personal information and credit-related information.
Download a copy of our full Pdf File Privacy Statement (PDF 655KB) or contact
us for a free printed copy.
This Privacy Statement provides important information about how we collect and
handle your personal information, including the purposes for which we collect
and use your information and the types of organisations we share it with (some
of which are located outside of Australia). It also explains how you can access
and correct the personal information we hold about you, and how you can make a
complaint about our handling of your personal information.
1. Summary of key information
WHY ARE WE COLLECTING YOUR PERSONAL INFORMATION?
Westpac Banking Corporation and its Australian related body corporates (the
Westpac Group, we, us, our) collect your personal information to provide you
with products and services and to provide assistance and support. Some
Australian members of the Westpac Group may also collect your credit-related
information for the same purposes.
We may collect or generate information based on your transactions, preferences
and behaviours (including through use of our website and apps) so that we can
tailor our digital content and products and services to you. For more
information, see section 4.
WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?
We may share your personal information with members of the Westpac Group
(including members of our group outside Australia), our Business Partners (as
defined in Section 8), and all of them may share your personal information with
us.
WE USE YOUR PERSONAL INFORMATION TO SEND YOU OFFERS
We will (and our RAMS franchisees may) use your personal information to send you
offers for products and services we believe may be of interest and value to you
(including by email, SMS or other means) unless you have previously told us that
you do not want to receive marketing offers from us. The products and services
offered may be provided by us or by one of our third-party partners. If you do
not want to receive direct marketing offers from us, you can manage your
marketing preferences in your online banking profile, contact us using the
contact details set out below or follow the opt-out instructions in the message.
For more information, see section 9. If you do not want to receive direct
marketing offers from RAMS franchisees, you should contact them directly or
follow the opt-out instructions in their message.
IF YOU ARE APPLYING FOR, OR PROVIDING A GUARANTEE, FOR A CREDIT PRODUCT
If you apply for a credit product, such as a credit card or mortgage, or provide
a guarantee for a credit product, we will also collect your credit-related
information to assess (or have another member of the Westpac Group as the credit
provider assess) your application for credit, and to manage the credit product.
We (that is, the Westpac Group entity that is the credit provider for the credit
product you applied for or in relation to any guarantee for such) will also
share your information with credit reporting bodies. You should be aware of the
following:
* Credit reporting bodies may include your personal information and
credit-related information in reports that they provide to other credit
providers to assist us and other providers in assessing your credit
worthiness (such as when you have applied for a loan from the provider).
* If you fail to meet your payment obligations in relation to consumer credit,
or enter a financial hardship arrangement in relation to credit to which the
National Consumer Credit Protection Act 2009 (Cth) applies, we are required
to disclose this to credit reporting bodies. If you commit a serious credit
infringement, such as obtaining credit by fraud, we may also disclose this to
a credit reporting body.
* Credit reporting bodies offer a service to credit providers wishing to send
direct marketing material about credit services to individuals. This is
called “credit pre-screening”. You have a right to request credit reporting
bodies not to use your credit reporting information to pre-screen you for
direct marketing purposes.
* You can request the credit reporting body not to use or disclose credit
reporting information about you if you reasonably believe that you have been,
or are likely to be, a victim of fraud.
* For contact details and information about how those credit reporting bodies
manage credit-related information, please see their privacy policies and
contact details available on their websites linked below.
* The credit reporting bodies we use are:
* Equifax www.equifax.com.au
* Illion www.illion.com.au
* Experian www.experian.com.au
For Capital Finance Australia Limited, we only use Equifax.
FURTHER INFORMATION
For more information on how you can access and correct the personal information
we hold about you (including credit-related information), make a complaint, or
the circumstances in which we share information to entities outside of
Australia, please see the relevant sections below.
YOU DO NOT HAVE TO PROVIDE US WITH YOUR PERSONAL INFORMATION OR CREDIT-RELATED
INFORMATION
If you choose not to, we may not be able to process your application for a
product or service, assist with your enquiries, provide all of the features
available for a product or service, or respond to any complaint to us.
IF YOU ARE PROVIDING US WITH PERSONAL INFORMATION ABOUT SOMEONE ELSE
You must first make them aware that you’ll be doing this, the contents of this
Privacy Statement, and that we will collect and handle their personal
information in accordance with this Statement and any other relevant Privacy
Notices. If you are providing us with another person’s sensitive information,
you must first obtain their consent to sharing it with us and their consent to
us collecting and handling their sensitive information in accordance with this
Privacy Statement and any other relevant Privacy Notices.
Providing us with personal information about someone else includes, for example,
where you are providing an individual with access (or link) to a product or
service of ours where their personal information is ultimately collected by us
as part of using that product or service.
WHERE YOU ENGAGE WITH US IN RELATION TO A BUSINESS, CORPORATE OR INSTITUTIONAL
CUSTOMER
Where you engage with us in relation to products and services for our business,
corporate or institutional customers (for example as a representative, director,
corporate officer, signatory, beneficiary or shareholder of one of our
customers) this Privacy Statement will be relevant to you where we collect and
handle your personal information. For example, where we collect your personal
information to verify your identity or collect your signature as a signatory on
a corporate account.
BUSINESS PARTNERS
In this Privacy Statement we refer to ‘Business Partners’. This term describes
the associated entities, service providers and agents that help us run our
business. It also includes authorised representatives and credit representatives
(including RAMS franchisees) as well as our institutional and business customers
who may provide you with use of our products or services, for example, online
transaction services to make payments.
2. About this Privacy Statement
This Privacy Statement includes our:
* Privacy Collection Notice, which includes information about our collection
and handling of your personal information for our products and services
* Statement of Notifiable Matters, which provides information about the
entities to whom we (that is, the Westpac Group entity acting as the credit
provider for the credit product you applied for or in relation to any
guarantee for such) may disclose your credit-related information, as well as
information on certain rights you have in relation to your credit-related
information
* Privacy Policy, explaining how our Australian businesses handle and manage
personal information
* Credit Reporting Policy, which explains how we (that is, the Westpac Group
entity acting as the credit provider for the credit product you applied for
or any guarantee related to such) manage your credit-related information. Our
handling of credit-related information is regulated by the Privacy Act and
the Privacy (Credit Reporting) Code.
Depending on the circumstances in which you engage with us, including the
product or service you apply for, or obtain, from us, and whether directly with
us or with the support of a Business Partner, some or all of this Privacy
Statement may be relevant to you in addition to any privacy notice of that
Business Partner. While this Privacy Statement relates to all of your personal
information collected and handled by us, including through your use of our
products or services facilitated by our Business Partners, or collected by our
Business Partners which is provided to us in relation to any of our products or
services, it does not cover our Business Partners' collection, use or disclosure
of personal information, for which you should refer to their privacy policy. On
occasion, we will need to provide you with additional information specific to a
collection of personal information, in which case we will provide you with a
supplementary privacy notice. Please read this Statement, and any supplementary
privacy notice provided to you, and contact us if you have any questions.
You can download a copy of our Pdf File full Privacy Statement (PDF 655KB) or
contact us for a free printed copy using the contact details set out below.
IMPORTANT INFORMATION ABOUT YOUR SPECIFIC CIRCUMSTANCES
Whilst this Privacy Statement applies generally to you, for example where you
engage with us as a customer of the Westpac Group, as a representative of our
customer or as a customer of a Business Partner who provides you with (or with
access to use) a Westpac Group product or service (and your personal information
is collected by us or provided to us for that purpose), as a customer of the
Westpac Group, there are certain sections of this Statement which may only apply
in particular circumstances. Please read the following sections if they apply to
you:
* Section [10] 'Credit reporting and credit-related information' if you are
applying for, or providing a guarantee for, a credit product, including a
mortgage or credit card.
* Section [11] if we ask for, or collect, your tax file number (TFN).
* Section [12] if you apply for, or obtain, an insurance product.
* Section [13] if you give us personal information about someone else.
3. About the Westpac Group
Westpac Banking Corporation and its Australian related body corporates (the
Westpac Group, we, us, our) are bound by the Privacy Act 1988 (Cth) (‘Privacy
Act’) and must protect your personal information according to that Act.
Only some members of the Westpac Group (credit providers) share credit-related
information with credit reporting bodies. When we refer to disclosure to, or
collection from, a credit reporting body in this Statement, we mean in relation
to:
Westpac Group Australian Business Credit provider Bank of Melbourne, BankSA and
St.George Bank Westpac Banking Corporation, St.George Finance Limited and
St.George Motor Finance Limited BT BT Securities Limited Capital Finance Capital
Finance Australia Limited Westpac, RAMS Home Loans and XYLO Westpac Banking
Corporation
IN AUSTRALIA
* Westpac Group includes:
* Westpac Banking Corporation
* Bank of Melbourne, BankSA, St.George Bank and XYLO – each a part of Westpac
Banking Corporation
* Altitude Rewards Pty Limited
* Asgard Capital Management Limited
* BT Funds Management Limited
* BT Funds Management No. 2 Limited
* BT Portfolio Services Limited
* BT Securities Limited
* BT (Queensland) Pty Limited
* Capital Finance Australia Limited
* Qvalent Pty Limited
* GIS Private Nominees Pty Limited
* RAMS Financial Group Pty Limited
* Sallmoor Pty Limited
* St.George Finance Limited
* St.George Motor Finance Limited
* Value Nominees Pty Limited
* Westpac Financial Services Limited
* Westpac Securities Administration Limited
* Westpac Securities Limited
* Westpac Securitisation Management Pty Limited
* Westpac Administration Pty Limited
* Westpac Administration 2 Pty Limited
* Westpac Administration 3 Pty Limited
* Westpac Administration 4 Pty Limited
* Westpac Debt Securities Pty Limited
OUTSIDE AUSTRALIA
Where you are interacting with the Westpac Group in countries other than
Australia, the privacy statement applicable to that country as shown below
applies to you, along with any other applicable privacy notices provided to you.
Overseas Privacy and Data Protection Policies
* Fiji – Privacy Policy
* Papua New Guinea – Privacy Policy
* New Zealand – Privacy Policy
* United Kingdom or European Union – UK & EU Data Protection Policy
IMPORTANT INFORMATION ABOUT OUR COLLECTION OF YOUR INFORMATION
4. Why we collect and hold your personal information
FOR MOST PRODUCTS AND SERVICES
We collect and hold your personal information (including your credit-related
information) to help us run our business and serve you better, including to:
Purpose Examples of why we collect and hold your personal information Provide
our products and services and serve you as a customer or individuals using our
products or services
* Provide you with and manage the products, services and programs you have
with us directly or with the support of our Business Partners
* Provide and manage products, services and programs to our business, corporate
and institutional customers and the use of the products and services by their
customers
* Answer your questions and resolve your complaints
* Assist you when an online application is not completed
* Assess your application (including eligibility) for a product or service or
to participate in any of our programs or initiatives
* Support vulnerable customers in the management of their product or service
* Understand your interests and preferences so we can tailor our digital
content and products and services for you.
Where you agree or we are permitted by law, we may collect sensitive information
about you to:
* Offer you specialist Indigenous and remote banking services
* Provide extra care if you are a vulnerable customer.
Security, verification and prevention of fraud/criminal activity
* Verify your identity;
* Verify aspects of your financial situation in connection with assessing your
application or an application of a business or corporate customer
* Prevent, detect and investigate suspicious, fraudulent, criminal or other
activity that may cause you, us, any of our Business Partners, or others
harm, including in relation to our products and services.
Legal and regulatory compliance
* Comply with our legislative and regulatory requirements (both in Australia
and overseas)
* Share information with law enforcement, regulators and government agencies,
including foreign government agencies.
Insurance
Where we arrange for you to apply for insurance with a third party insurer we
have a distribution or referral agreement with:
* Assess your application
* Calculate your premium
* Administer your cover.
FOR CREDIT PRODUCTS
If you apply for a credit product, obtain a credit product from us, are offering
to act as a guarantor or acting as guarantor in relation to credit, we also
collect and hold your personal information for the following purposes:
Purpose Examples of why we collect and hold your personal information To help
you obtain credit
* Assess your application and establish your eligibility for credit;
* Enable a proposed guarantor to assess whether they wish to act as your
guarantor
* Obtain credit eligibility information about you from a credit reporting body
to enable us to assess your creditworthiness (please see 'Credit reporting
and credit-related information' section below [hyperlink])
* If you are a proposed guarantor, to determine whether the borrower will be
eligible for a loan if you act as a guarantor, take the guarantee, and
administer that guarantee
* Where you agree or where we are permitted by law, we may collect sensitive
information about you to meet our responsible lending obligations.
To manage your credit product
* Enable you to give a guarantee
* Assist you in avoiding default
* Manage your credit when you exceed your credit limit or are overdue in making
one or more payments.
Where you agree or where we are permitted by law, we may collect sensitive
information about you to assess any hardship application that you make, or to
meet our responsible lending obligations.
Lenders mortgage insurance (not applicable to guarantors)
* To enable us to obtain lenders mortgage insurance which protects the lender
if a borrower is unable to meet their mortgage repayments.
To manage our loan funding arrangements
* Implement and manage our loan funding arrangements, including for example,
through the practice of securitisation which is used by us for funding,
capital, and credit portfolio management.
To determine your eligibility to act as guarantor
* Assess your application to act as guarantor in connection with another
person's application for credit under the National Consumer Credit Protection
Act 2009 (Cth)
5. You do not have to provide us with your personal information or
credit-related information
You do not have to provide us or our Business Partners with personal information
or credit-related information in relation to our products or services. If you
don’t, we may not be able to process your application for a product or service,
an application made by business, corporate or institutional customers for a
product or service,assist with your enquiries, provide all of the features
available for a product or service, or respond to any complaint you make to us.
6. Laws that require or authorise us to collect, use and/or disclose your
personal information
Certain laws require us to collect, use and/or disclose your personal
information (including credit-related information) in particular circumstances,
including:
* To handle and manage your credit-related information, including by providing
your credit-related information to a credit reporting body, as regulated by
the Privacy Act 1988 (Cth) and the Privacy (Credit Reporting) Code
* To verify your identity, for example when you apply for a product or service
with us. We collect your personal information to verify your identity and
comply with our other obligations under the Anti-Money Laundering and
Counter-Terrorism Financing Act 2006 (Cth)
* If you apply for or hold a credit product from us, the National Consumer
Credit Protection Act 2009 (Cth)
* If you give us a mortgage security over real property, we need to collect
certain identification information under the property laws in various States
and Territories
* If you offer or give us security over personal property, we will conduct
searches and register our security interest under the Personal Property
Securities Act 2009 (Cth)
* Under Australian and international laws, we are also required to collect and
report financial and account/transaction information relating to individuals
and organisations who are, or may be, foreign tax residents. When you open an
account with us, or when your circumstances change, we will ask you whether
you or any shareholder, beneficiary, settlor or controlling person are a
foreign tax resident
* If we are required to disclose personal information to receivers or
bankruptcy trustees (or similar) under the Bankruptcy Act 1966 (Cth) and
Corporations Act 2001 (Cth).
7. Collecting your personal information from others
FOR MOST PRODUCTS AND SERVICES
From time to time we may collect personal information and credit-related
information about you (and sensitive information where you have agreed or we are
otherwise permitted to do so) from others. For example, we may collect your
information from:
* Other Westpac Group companies for applications for our products and services
* Publicly available sources of information, such as land title or real
property registers held by each state and territory, the Personal Property
Securities Register, public insolvency registers and registers of banned and
disqualified persons for the purpose of reviewing applications for our
products and services
* From our Business Partners (including RAMS franchisees) who sell or arrange
products and services for you on our behalf, for assessing your suitability
or for applying for our products and services
* Other account holders (e.g. where you jointly hold an account with others) or
co-borrowers
* Customers who are business, corporate or institutional customers, for example
where you are a representative, director, shareholder, corporate officer or
signatory, beneficiary or shareholder of one of our customers, or otherwise
give instructions on behalf of a customer
* Property information services and electronic conveyancing services
* Your representatives (including your legal adviser, financial advisor,
executor, administrator, guardian, trustee, or those holding your power of
attorney) for the purposes of assessing an application for a product with us,
managing a product, or to process an insurance claim, or for reviewing a
superannuation or an investment account
* Our authorised representatives (including our RAMS franchisees) and credit
representatives who sell or arrange products and services for you on our
behalf
* Your current or previous employer, to confirm your employment status or
salary in connection with an application for credit, for example, a home loan
application
* Other organisations we jointly provide products or services with or have an
arrangement with to provide our products or services to you
* Service providers engaged by us or another member of the Westpac Group to
provide financial, administrative or other services to the Westpac Group,
including companies or individuals who provide services to us such as
financial crime (including fraud) information and reporting (including to
confirm your identity and/or to assess if you are eligible for the relevant
product or service), data analytics, property information and property
transaction administration
* Participants in payment systems and other parties who are involved with the
processing of transactions (for example, credit or debit card issuers,
merchant terminal providers (for example, the providers of debit or credit
card terminals in retail shops), digital wallets or mobile payment
applications and banking or payment service providers
* Third party insurers we have a distribution or referral agreement with
* Law enforcement, dispute resolution, statutory and regulatory bodies and
industry complaints resolution bodies
* Other financial institutions (for example banks and superannuation funds) and
your agents (for example mortgage brokers) to allow us to provide you with
the services you request. This is collected through account aggregation
service providers at your request and acting on our behalf.
FOR CREDIT PRODUCTS
If you apply for a credit product, obtain a credit product from us, are offering
to act as a guarantor or act as a guarantor for a credit product, whether
directly with us or with the support of a Business Partner, we may also collect
personal information and credit-related information about you (including
sensitive information where you have agreed, or we are otherwise permitted to do
so) from that Business Partner and others. For example, in addition to the
above, we may collect your information from:
* Your representatives, including your mortgage broker, accountant, and
financial or tax advisor, to assist with processing your application for
credit
* If you are a guarantor, the borrower(s) of the loan you are guaranteeing
* Lenders mortgage insurers in relation to the administration of a claim (not
applicable to guarantors)
* Credit reporting bodies or other lenders from whom we collect reports or
opinions about your creditworthiness.
8. Who we disclose your personal information to, and why
The table below explains who we disclose your personal information (including
your sensitive information) to:
FOR MOST PRODUCTS AND SERVICES
Entity description We may share your information with: Westpac Group entities
Other companies within the Westpac Group to manage products and services
including offering new products and services and risk management. Westpac's
professional advisers Our professional advisers such as our financial advisers,
auditors and legal advisers for the purposes of obtaining their professional
services (in the case of our legal advisers, these services will include
assessing our legal obligations and defending any legal claims or potential
claims) Business Partners
Business Partners that help us run our business, including:
* Businesses that we partner with to provide products or services to you or
which we have arrangements with to provide products and services to you (e.g.
insurers)
* Our customers that provide you with access to and use of our services
(whether or not using our brand), for example to facilitate payments where
your personal information is collected by or provided to us
* Our agents, contractors and service providers such as IT providers, mailing
houses, reward program administrators, insolvency practitioners, quantity
surveyors, property valuers, environmental consultants and cloud storage
providers for the purposes of:
* administering your products
* varying your loan or other credit products
* helping us with our marketing activities
* Helping us develop insights, conduct surveys and data analysis to improve the
delivery of products and services, enhance our customer relationships,
provide hosting services and effectively manage risk and regulatory
obligations
* Credit reporting bodies who help us verify your identity
* Our authorised representatives, including RAMS franchisees, and credit
representatives who sell or arrange products and services for you on our
behalf
* Organisations that support us to identify, investigate or prevent fraud or
other misconduct.
Third party insurers Insurers who we have a distribution or referral agreement
with for the purposes of managing our arrangements with these insurers (see
section 12 for further details). Dispute resolution regulatory authorities and
government entities or agencies
* External dispute resolution schemes and complaints bodies that assist
consumers to resolve any complaints you have made to them
* Regulatory bodies, government entities or agencies (including the Australian
Tax Office and state land titles offices) and law enforcement bodies in any
jurisdiction where required or authorised by law to do so.
Investors and prospective purchasers Companies or other persons who purchase or
invest in, or may purchase or invest in, a part or all of our business or assets
(including their advisers and representatives). Financial services
organisations, payment system operators and other institutions or entities that
facilitate transactions and payment services
* Other financial services organisations, including other banks, superannuation
funds (such as when you request rollover to another fund), stockbrokers,
custodians, fund and investment managers, and service providers who process
your transactions, arrange refunds and provide other payments services
* Payment systems operators for the purpose of managing transactions through
those payment systems (for example, operators of payment networks for
managing credit or debit card payments, the BPAY scheme entity and any agent
appointed to provide the electronic systems of the BPAY scheme)
* Superannuation Transaction Network gateway operators
* Market operators and providers of clearing and settlement platforms (e.g. ASX
in the context of CHESS holding statements and notifications)
* Participants in payment systems and other parties who are involved with the
processing of transactions (such as credit or debit card issuers, merchant
terminal providers (for example, the providers of debit or credit card
terminals in retail shops), digital wallet providers or mobile payment
applications and banking or payment service providers).
Registers of security interests Commonwealth, State or Territory registers of
security interests, such as the Personal Property Securities Register.
FOR CREDIT PRODUCTS
In addition to the third parties described above, if you apply for a credit
product, obtain a credit product from us, or are offering to act as a guarantor
or act as a guarantor for a credit product, we may also share your personal
information with the following third parties:
Entity description We may share your information with: Westpac Group entities
Other companies within the Westpac Group in Australia to comply with our
responsible lending obligations. Credit reporting bodies Credit reporting
bodies for the assessment of your financial position in relation to your
application for credit and the ongoing management of a credit product or
guarantee. Other loan parties Other borrowers as part of the application
process and to administer the product.
Guarantors
* Your proposed guarantor(s) for them to assess if they wish to act as your
guarantor(s)
* Your guarantor(s) on their request, or because we are required to by the
Banking Code of Practice or National Credit Consumer Protection Act 2009
(Cth), for example, to tell a guarantor about any default or demand issued in
relation to your loan.
Your representatives and nominated individuals
* Your representatives (including your legal adviser, accountant, mortgage or
finance broker, and financial adviser) where you have agreed to this sharing)
* Those involved in the administration of your account including services
licence holders, executors, administrators, guardians, trustees, nominated
beneficiaries or attorneys.
Your employer
* To verify your employment and income, for example, in connection with a home
loan application.
Debt collectors, debt purchasers, and other lenders
* Where permitted by law, to debt collectors to collect any outstanding amounts
you owe to us or other lenders, such as where you have given mortgage
security over the same property to us and another lender
* Debt purchasers who purchase or may purchase your debt from us to facilitate
the negotiation and pricing of the investment in and/or sale of your
debts/loans.
Funding organisations
* Organisations involved in our funding of loans (including securitisation
trustees, investors, and their advisers).
Lenders Mortgage Insurers
* Lenders mortgage insurers to enable them to assess the risk of providing
insurance to us in respect of your credit product and to administer any
claims.
9. Do we use or disclose your personal information for direct marketing?
We will (and our RAMS franchisees may) use your personal information to offer
you products and services we believe may be of interest and value to you. The
products and services offered may be provided by us or by one of our third-party
partners. Products and services may be offered to you by various means,
including by mail, telephone, email, SMS, or other electronic means, such as
through social media or targeted advertising through our websites or non-Westpac
Group websites or through our online banking service. We may also disclose your
personal information to companies outside the Westpac Group who help us to
market products and services to you. We won’t send you marketing offers if you
have previously told us, you do not want to receive them. If you do not want to
receive direct marketing offers from us, including offers we send about products
and services provided by our partners, you can manage your marketing preferences
in your online banking profile or you can contact us using the contact details
below or through the opt-out facility provided to you in each marketing
message. If you do not want to receive direct marketing offers from a RAMS
franchisee, you should contact them directly or follow the opt-out instructions
in their message.
STATEMENT OF NOTIFIABLE MATTERS: OUR HANDLING OF YOUR CREDIT-RELATED INFORMATION
10. Credit reporting and credit-related information
Our handling of credit-related information is regulated by the Privacy Act and
the Privacy (Credit Reporting) Code (as updated from time to time). Because
credit-related information is a type of personal information, this section
should be read along with the rest of this Privacy Statement for detailed
information about our collection, use, storage and sharing of personal
information. See section [3] for further information on members of the Westpac
Group who handle your credit information.
Credit-related information includes both credit information and credit
eligibility information.
* "Credit information" is personal information that may have a bearing on
credit that has been provided to you or that you have applied for, including
credit for personal, investment or business purposes.
* "Credit eligibility information" is information related primarily to your
credit-related dealings with other credit providers and comprises of "credit
reporting information" disclosed by a credit reporting body to us, and
information we derive from that information.
CREDIT-RELATED INFORMATION WE COLLECT, HOLD AND USE
The types of credit-related information we may collect, hold and use includes:
* Identification information, including your name, gender, date of birth,
residential addresses, Driver Licence number and current and past employers
* Consumer credit liability information, which includes details about consumer
loans, credit cards and overdraft facilities, the dates on which they were
opened and closed and their credit limits
* Repayment history information, which includes details as to whether or not
you have met your monthly repayment requirements under a consumer credit
contract
* Financial hardship information, being information relevant in determining
your repayment history information under a consumer credit contract to which
the National Credit Code applies when you are in a financial hardship
arrangement
* A statement that an information request has been made to a credit reporting
body in relation to you by us or another credit provider, a mortgage insurer
or trade insurer
* The type of credit you are applying for (or have applied for), and the amount
of credit, included in an information request a credit provider has made to a
credit reporting body
* Default information or information regarding any other serious credit
infringements, and our opinion about any such infringements
* New arrangement information, which is when default information has been
supplied to a credit reporting body and your consumer credit contract
relating to that default information is subsequently varied or replaced
* Payment information, which is when default information has been supplied to a
credit reporting body and the overdue amount is paid
* Information from a judgment of an Australian court that relates to any credit
that has been provided to you
* Personal insolvency information, meaning information entered or recorded in
the National Personal Insolvency Index that relates to your debts, insolvency
or credit worthiness
* Publicly available information that relates to your creditworthiness (e.g.
court judgments, bankruptcy notices)
* Credit eligibility information we receive from a credit reporting body and
other information that has a bearing on your credit worthiness, such as a
credit report
* Any information we derive from credit eligibility information, for example,
our own assessments of your credit worthiness.
HOW AND WHY WE USE AND SHARE YOUR CREDIT-RELATED INFORMATION
If you apply for any kind of credit with us or offer to act as guarantor for any
of our customers, we will share your personal information and your
credit-related information with credit reporting bodies, and/or we will collect
your credit-related information from credit reporting bodies. This is done for
the purpose of determining your eligibility for credit (or your suitability to
act as guarantor), and we may assess or rate your suitability for credit (or to
act as a guarantor).
The information we access includes your repayment history information, which
shows whether you have a history of making required payments on time (and
whether any have been made after they are due), and financial hardship
information.
Credit reporting bodies may include your personal information and credit-related
information, including information we provide them in relation to the credit
products you have with us, in reports that they provide to other credit
providers to assist those providers in assessing your credit worthiness (such as
when you have applied for a loan from the provider).
If you fail to meet your payment obligations in relation to consumer credit, or
enter a financial hardship arrangement in relation to credit to which the
National Consumer Credit Protection Act 2009 (Cth) applies, we are required to
disclose this to credit reporting bodies. If you commit a serious credit
infringement, such as obtaining credit by fraud, we may also disclose this to a
credit reporting body.
We may also use your credit-related information to assist you during hardship,
or to assess whether to securitise your loans, or for mortgage products to
enable a provider of lenders mortgage insurance to assess the risk of providing
insurance. To facilitate these uses, we may share your credit-related
information with potential securitisation and funding partners and providers of
lenders mortgage insurance, including to assist them with administering those
arrangements.
For more information on how we use and share your credit-related information,
and who we may share this information with, see sections 8 and 20.
CONTACTING THE CREDIT REPORTING BODIES WE USE
The credit reporting bodies we use, and their contact details appear below. For
information on how those bodies manage credit-related information, please see
their privacy policies available on their websites.
Phone Website Equifax Australia Information Services and Solutions Pty Limited
13 83 32 www.equifax.com.au Illion Data Registries Pty Limited 13 23 33
www.illion.com.au Experian Australia Credit Services Pty Limited 1300 783 684
www.experian.com.au
For Capital Finance Australia Limited, we only use Equifax.
OPTING-OUT FROM CREDIT REPORTING BODIES’ DIRECT MARKETING (OR ‘PRE-SCREENING’)
Credit reporting bodies offer a service to credit providers (like us) who wish
to send direct marketing material about their credit services to individuals.
This is called ‘credit pre-screening’. You have the right to request that the
credit reporting bodies do not use your credit-related information for this
purpose. To opt-out of credit pre-screening, contact the credit reporting body
using the contact details noted above.
CONTACTING CREDIT REPORTING BODIES IF YOU THINK YOU HAVE BEEN A VICTIM OF FRAUD
You can also ask a credit reporting body not to use or share your personal
information (including credit- related information) for a period if you
reasonably believe that you have been or are likely to be a victim of fraud,
including identity theft.
PARTICULAR CIRCUMSTANCES THAT MAY APPLY TO YOU
11. If we ask for, or collect, your Tax File Number
This section applies (in addition to the rest of this Privacy Statement) if we
ask for, or collect, your tax file number (TFN). Please see the "Accessing and
correcting your personal information and/or credit information" and "Resolving
your privacy complaints" sections below to find out how to access your TFN,
correct your details, or complain about our handling of your TFN or other
personal information.
WHY WE COLLECT YOUR TFN
We are authorised to collect the TFNs of:
* Account holders, where the account you open earns interest, and investors
under the Income Tax Assessment Act 1936
* Superannuation fund members, under the Superannuation Industry (Supervision)
Act 1993.
We only collect your TFN for purposes required or authorised by law, including
for the purpose of reporting information to the Australian Taxation Office
(ATO). If you are a superannuation fund member and you provide your permission
for us to do so, we may also use your TFN to search for funds held by you with
other superannuation or retirement savings providers for the purpose of
consolidating your super.
YOU ARE NOT REQUIRED TO PROVIDE US WITH YOUR TFN
It is not an offence to withhold your TFN. However, if you choose not to provide
your TFN when you open an account with us:
* We may be required by law to deduct tax at the highest marginal tax rate plus
the Medicare Levy from interest earned on your account
* If the account you are opening is for a child under 16 and the interest
earned on the account is likely to be $420 or more per year pro-rata,
interest earned on the account will be subject to withholding tax
* If the account you are opening is for a child aged 16 or 17 and the interest
earned on the account is likely to be $120 or more, interest earned on the
account will be subject to withholding tax and the child will need to lodge a
tax return if they want a refund,
unless you are exempt from providing a TFN. If you are exempt, please let us
know the type of exemption that applies so that we do not deduct tax from the
interest earned on the account.
For joint account holders or investors, a minimum of two TFNs should be provided
(one for each person) if you decide to provide your TFN.
For accounts in trust for someone else (such as your child) you should quote
your own TFN. If a formal trust has been established, you can quote the trust's
TFN.
If your investment with us is made in the course of carrying on a business you
may provide us with an ABN instead of a TFN.
If you are a superannuation fund member you can ask us in writing not to record
your TFN. However, providing your TFN gives you the following advantages, which
may not apply to you if you choose to withhold your TFN:
* We'll be able to accept all types of contributions to your account
* The tax on contributions to your account will not be higher than the
concessional tax rate
* Other than the tax that may ordinarily apply, no additional tax will be
deducted when you start drawing down your super benefits
* It will be easier to trace different super accounts in your name so that you
receive all your super benefits when you retire.
WHO WE SHARE YOUR TFN WITH
We are required to report details of interest or dividend income earned,
withholding tax deducted and TFNs and exemptions recorded in connection with the
accounts and investments you hold with us to the ATO.
In addition, if you are a superannuation fund member and you provide your TFN,
we may provide your TFN to another super plan or retirement savings provider if
your benefits are transferred, unless you request in writing that your TFN not
be disclosed to anyone else.
Otherwise, your TFN will be kept confidential and only shared where permitted by
law.
12. If we arrange insurance or superannuation for you or refer you to an insurer
or superannuation fund
We have distribution and referral agreements with insurers outside of the
Westpac Group for general insurance, superannuation and life insurance products
that may be of interest to you.
We may collect, use and disclose your personal information to assist with your
superannuation and insurance needs. This may include, for example, collecting,
using and disclosing your personal information for the purposes of:
* Providing you with limited personal advice in relation to certain
superannuation and general insurance products
* Referring you to the provider of superannuation, life insurance or other
general insurance products
* Marketing general insurance, superannuation and life insurance products to
you
* Obtaining a superannuation or general insurance quote or arranging
superannuation or general insurance for you
* If you purchase a superannuation or insurance product:
* calculating and receiving commissions, and managing administration, and
compliance relating to that product
* where available and where you have access to digital banking, allowing your
general insurance and superannuation products to be visible in Westpac’s
digital banking environment and enabling you to access certain information
about your cover in Westpac’s digital banking environment.
If you apply for or have an insurance or superannuation product, we may also
share your personal information (including your sensitive information) with:
* Insurers, re-insurers, medical and health care providers for the
administration of your application and policy, and assessment of claims
* Third party claims management providers, insurance and fraud investigators,
cost containment providers and other service providers
* Your superannuation trustee (and the trustee may disclose information it
holds about you to your employer).
13. If you give us personal information about someone else
Before you provide another person’s personal information to us, whether directly
or with the support of a Business Partner (for example, a proposed guarantor or
your nominated beneficiary under an insurance policy), or, as a Business
Partner, you provide access to any of our products or services to your customers
whereby we will collect or you will provide to us their personal
information, you must make them aware:
* That you will be doing this
* The contents of this Privacy Statement and any other relevant privacy notices
* That we will collect, use and share their personal information in accordance
with this Privacy Statement and any other privacy notices we give you.
Where you provide us with another person’s sensitive information (or sensitive
information will be collected by or provided to us by a Business Partner in
relation to a customer’s use of any of our products or services) you must first
obtain their consent to sharing it with us and their consent to us collecting,
using and disclosing their sensitive information in accordance with this Privacy
Statement and any other relevant privacy notices.
14. If you are a representative of a customer or engage with us in relation to
products and services to our business, corporate or institutional customers
Where you are a representative, financial adviser, director, corporate officer
or signatory, beneficiary or shareholder of one of our customers, this Privacy
Statement is relevant to you where we collect and handle your personal
information. For example, or otherwise give instructions on behalf of a
customer, we may collect your personal information to process an application by
that customer for a product or service, manage their account, provide the
product or service or comply with our legislative and regulatory requirements
(both in Australia and overseas).
FURTHER INFORMATION ABOUT OUR HANDLING OF YOUR PERSONAL INFORMATION
15. What personal information do we collect and hold?
The personal information (including sensitive information and credit-related
information) that we collect and hold about you will depend on the products and
services we offer you and the nature of your interactions with the Westpac
Group.
In the table below we list some examples of the personal information we collect
and hold about you:
FOR MOST PRODUCTS AND SERVICES
Type of personal information Examples of what this may include Personal and
contact details Your name, date of birth, gender, signature, mailing and
residential address details, telephone numbers, email addresses, and personal
details relevant to any application for credit such as marital status, number
and ages of dependents, citizenship and/or residency details, foreign tax
residency status, employment details and status, salary details, work history
and bank account and credit card information. Government issued identification
(copies) and identifiers Your Medicare number, passport details, driver’s
licence number, director identification number, and copies of government
identification documents. Photographs, video or audio recordings Call
recordings when you contact our call centres or branches, and security camera
recordings when you visit our branches or offices or use our ATMs. Sensitive
information Information relating to your citizenship, residency status and
biometric data (to verify your identity and authorise transactions, for example
if you enrol in our ‘Smart Verify' or 'Verify-Ewe' service). In addition, we may
collect sensitive information about your health, medical history, racial or
ethnic origin in the limited circumstances described above under 'Why we collect
your personal information' (for example, to offer you specialist Indigenous and
remote banking capabilities). Transactional information Records of transactions
you make using our products and services. Interaction and behavioural
information
* Your interactions with us, including your queries or complaints
* Pages viewed and browsing behaviour on our websites and applications
* How you navigate through our websites and interact with our webpages,
including fields completed in forms and applications.
Digital (or electronic information)
The date and time of your visits to our webpages, geographical information,
information about the device used to visit our website (including your tablet or
mobile device) such as device IDs and IP addresses, the date and time of
accessing online banking and other digital services, and geolocation where you
provide permission in your device settings.
We may also collect information from third party websites, applications or
platforms containing our interactive content or that interface with our own
websites and applications.
Publicly available information
Searches of ASIC's banned and disqualified persons register, ASIC's insolvency
register, bankruptcy register and State or Territory Land Registry Services or
real property registers.
We may collect information about you from Westpac pages on social media
platforms if you publicly comment but we will never ask you to supply personal
information publicly over any social media platform on which we have a presence
and use, such as Facebook or Twitter.
FOR CREDIT PRODUCTS
If you have applied for a credit product, obtain a credit product from us, are
offering to act as a guarantor or act as a guarantor for a credit product, we
may also collect and hold the following personal information about you:
Type of personal information Examples of what this may include Credit
information See a definition of 'Credit information' under Section 10 ‘Credit
reporting and credit-related information'. Credit eligibility information See a
definition of 'Credit eligibility information' under Section 10 ‘Credit
reporting and credit-related information'. Loan application information
Information about your assets, debts, income and expenditure. Guarantor
information If you are a proposed guarantor for any of our products, we will
collect your personal information from the prospective borrower(s). With your
consent, we will also collect your credit-related information in accordance with
this Privacy Statement. Sensitive information We may collect additional
sensitive information about your health, medical history, racial or ethnic
origin in limited circumstances described above under 'Why we collect your
personal information'.
16. How and when do we collect your information?
We collect most of your personal information directly from you, whether in
person, on the phone or electronically via our websites, our online platform(s),
email and when you use our products and services.
For example, we collect your personal information from you when you interact
with any Westpac Group Australian business or Business Partner to:
* Register your interest in, enquire about or apply for any of our products
and/or services or programs
* Provide us with feedback or make a complaint
* Use online payment or banking services or use our mobile or tablet
applications
* Visit our websites, or
* Talk to us (including by us recording certain of your telephone calls with
us), email us, do business with us or otherwise interact with us.
We may also collect your personal information if we infer or generate
information about you based on your transactions, preferences, and behaviours
(including through the use of data analytics).
Where you engage with us in relation to our business, corporate and
institutional customers, we may collect your personal information from that
customer where you are a representative, director, shareholder, corporate
officer or signatory, beneficiary or shareholder of one of our customers, or
otherwise give instructions on behalf of a customer [see section 7 above].
We also collect your personal information where that collection is facilitated
by one of our Business Partners. For example, where a Business Partner assists
you to prepare an application for one of our products or services or facilitates
your access to or use of one of our products and services.
17. Additional reasons why we hold, use and disclose your personal information
In addition to the specific reasons we provide for collecting your personal
information in section 4 above ('Why we collect your personal information'), we
also hold, use and disclose your personal information for additional purposes
set out below.
Purpose Examples of why we use your personal information Improve our products
and services, enhance customer relationships and manage risks To prepare your
personal information for data analytics processes, conduct data analytics and
generate insights from that data analysis for the benefit of Westpac, to improve
the delivery and development of our products, services and programs, enhance our
customer relationships and effectively manage risk and adherence to our policies
and procedures. Assist our Business Partners and other third parties with our
and their products and services To prepare your personal information for data
analytics processes, conduct data analytics and generate insights from that data
analysis for the benefit of our Business Partners and other third parties
(noting that the outputs of these activities will not be disclosed to third
parties (other than our Business Partners) unless they have been subject to a
de-identification process or the disclosure is otherwise agreed with you or
permitted by applicable laws). Westpac Group mergers, acquisitions and other
sales/funding arrangements To facilitate actual or prospective divestments,
acquisitions, investments, debt/loan sales or other changes (and potential
changes) to entities that make up the Westpac Group or Westpac Group products
and services.
18. Use of Cookies
Cookies are small pieces of information stored on your device hard drive or in
memory. We use cookies to collect personal information directly from you when
you interact with us through our public and secured websites, mobile or tablet
applications. We collect limited personal information about you via cookies for
the following purposes:
Purpose Description Security
Cookies can help secure a user's experience by simplifying login, maintaining
session integrity or validating content entered into form fields. We do this to:
* Effectively manage our business risks
* Verify online banking customers and carry out other essential security checks
to offer you a secure and reliable online banking service.
Personalise and improve your customer experience
Cookies can be used to remember user preferences or understand traffic or
webpages. We do this to:
* Help us to remember you the next time you visit our websites
* Help us identify products and services that may be of interest and value to
you
* Tailor digital content to your likely interests
* Improve the pages or sites visited by making them faster or more efficient.
Measurement and analysis Cookies can be used to collect data (including
location) about users who interact with our public and secured websites, mobile
or tablet applications. This data is stored and analysed by us. We do this to
measure effectiveness of our marketing, including via third parties, to improve
our services to you. Marketing and communication
Cookies can be used to launch segment targeted marketing campaigns, promote new
services or websites and send segment or targeted messages to you. We do this
to:
* Determine which products or services may be of interest and value to you and
to tell you about them
* Advise you of new services or website or app features
* Send relevant messages to you.
19. How we protect your personal information
We take a range of physical, electronic and other security measures, to protect
the security, confidentiality and integrity of your personal information
(including your sensitive and credit-related information) which we hold. For
example:
* Access to our information systems is controlled through identity and access
management controls
* Employees and our authorised representatives (including RAMS franchisees) are
bound by internal information security policies and are required to keep
personal information secure
* All employees and our authorised representatives (including RAMS franchisees)
are required to complete training about privacy and information security
* We monitor and review our compliance with internal policies
* We regularly assess our security measures against industry best practices.
20. Sharing your personal information overseas
FOR MOST PRODUCTS AND SERVICES
We will share your personal information (including your sensitive information)
outside Australia (unless we agree with you not to do so) to some of the types
of recipients and for the purposes noted above, including:
* Organisations operating overseas with whom we partner to provide goods and
services to you and our contracted service providers operating overseas,
which are likely to be located in New Zealand, United States, Canada, India,
the Philippines, UK, Malaysia and Brazil
* Westpac Group companies located in Germany, Hong Kong, Singapore, New
Zealand, UK, United States, Fiji and Papua New Guinea to help us deliver or
support the provision of our products and services to you
* For international transactions, such as currency exchanges, we will disclose
your information to the corresponding international party and their financial
services organisations in order to process the transaction. The countries
where we disclose your information will depend on the details of the
transaction you ask us to carry out.
FOR CREDIT PRODUCTS
Our processes for approving and managing credit products involve some tasks
being carried out for us by third party service providers, both in and outside
Australia, including in India and the Philippines. In carrying out these tasks,
service providers may have access to credit-related information.
21. Accessing and correcting your personal information
You can request access to the personal information (including your sensitive
information and credit-related information) that we hold about you. You can also
ask for corrections to be made to it. To do so, please contact us using the
contact details provided below.
If your request relates to your credit-related information, you may also want to
contact the relevant credit reporting bodies that have credit-related
information about you on file and make similar corrections to your information.
If you want to access or correct your consumer data pursuant to the Consumer
Data Right, please refer to our Pdf File Consumer Data Right policy (PDF 920KB).
We will seek to verify your identity before we allow access, or make changes, to
your personal information or credit-related information.
There is no fee for requesting corrections to your personal information or for
us to make those corrections. In some circumstances, we may charge you a
reasonable amount for providing you access to your personal information to cover
the costs of locating the information, copying it and supplying it to you.
We are not required to provide you with access to your personal information in
certain limited circumstances, for example where a Court or Tribunal order
requires us to deny access. There are also certain circumstances in which we are
not required to correct your personal information – for example, where we are
not satisfied that the information we have on record for you is inaccurate,
out-of-date, incomplete, irrelevant or misleading.
However, if we refuse to give you access to or to correct your personal
information, we will give you a notice explaining our reasons (except to the
extent it would be unreasonable or unlawful for us to do so) and provide you
with information on how you can complain about our refusal.
22. Resolving your privacy complaints and concerns
If you have a question or complaint about how your personal information
(including sensitive information and credit-related information) is being
handled by us, or our service providers, please contact us first by using the
contact details provided below. If your question or complaint relates to how a
Business Partner is handling your personal information, please contact that
Business Partner first by using the contact details in their privacy notice.
DELIVERING ON OUR SERVICE PROMISE.
We are constantly striving to provide the best possible service, and we will do
our best to efficiently and fairly resolve any concern you have.
OUR COMMITMENT TO YOU.
If you are ever unhappy about something we have done – or perhaps not done –
please give us the opportunity to put things right.
Our aim is to resolve your complaint within five (5) business days, and where
possible we will resolve your complaint on the spot. If we need additional time
to get back to you, we will let you know. Should we be unable to resolve your
concern at your first point of contact, we will then refer the complaint to our
dedicated Customer Managers in our Customer Solutions team.
Our Customer Solutions Customer Managers are here to find a solution for you and
will ensure that you’re regularly updated about the progress we are making to
resolve your complaint. For further information go to our website and
search Feedback and Complaints.
IF YOU ARE STILL UNHAPPY
If you are not satisfied with our response to, or handling of, your complaint,
you can contact the external dispute resolution scheme, the Australian Financial
Complaints Authority (AFCA).
AFCA provides a free and independent service to resolve complaints by consumers
and small businesses about financial firms (e.g., banks), where that complaint
falls within AFCA’s terms of reference. The contact details for AFCA are set out
below.
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Online: www.afca.org.au
Under the Privacy Act you may complain to the Office of the Australian
Information Commissioner (OAIC) if you have raised a complaint with us and
you’re not happy with our response or have concerns about the way we handle your
personal information. The contact details for the OAIC are set out below.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au
Online enquiries: Enquiry form
23. Contact us
WESTPAC CUSTOMERS CAN CONTACT US
* over the phone on 132 032 from anywhere in Australia. If you are overseas,
please call +61 2 9155 7700
* in person – at any branch
* online at westpac.com.au – using our secure feedback form to provide
feedback, share your suggestions, provide a complaint or compliment
* by email – westpaccustomersolutions@westpac.com.au
* by writing to us – at Reply Paid 5265, Sydney NSW 2001.
ST.GEORGE CUSTOMERS CAN CONTACT US BY
* calling 13 33 30 from anywhere in Australia
* in person – at any branch
* online at stgeorge.com.au – using our secure feedback form to provide
feedback, share your suggestions, provide a complaint or compliment
* email - stgeorgecustomersolutions@stgeorge.com.au
* write to us – at Reply Paid 5265, Sydney NSW 2001.
BANK OF MELBOURNE CUSTOMERS CAN CONTACT US BY
* calling 13 22 66 from anywhere in Australia
* visiting any of our branches in person
* online at bankofmelbourne.com.au – using our secure feedback form to provide
feedback, share your suggestions, provide a complaint or compliment
* write to us at Reply Paid 5265, Sydney NSW 2001.
BANKSA CUSTOMERS CAN CONTACT US BY
* calling 13 13 76 from anywhere in Australia
* asking at any branch banksa.com.au - using our secure feedback form to
provide feedback, share your suggestions, provide a complaint or compliment
* writing to us at Reply Paid 5265, Sydney NSW 2001.
BT CUSTOMERS CAN CONTACT US BY
* calling 132 135
* online at bt.com.au - using our secure feedback form to provide feedback,
share your suggestions, provide a complaint or compliment
* write to us at BT, GPO Box 2675, Sydney NSW 2001.
ASGARD CUSTOMERS CAN CONTACT US BY
* calling 1800 731 812. If you are overseas please call +61 2 9155 4010
* using our Contact Us form
* write to us at Asgard PO Box 7490 Cloisters Square WA 6850.
RAMS CUSTOMERS CAN CONTACT US BY
* calling 13 RAMS (13 7267). If you're overseas please call +612 9647 6967
* emailing privacy_officer@ramsservices.com.au
* in person by visiting any RAMS Home Loan Centre
* online at rams.com.au – using our secure feedback form to provide feedback,
share your suggestions, provide a complaint or compliment
* write to us at Locked Bag 5001, Concord West NSW 2138.
CAPITAL FINANCE CUSTOMERS CAN CONTACT US BY
* calling 1300 300 309 from anywhere in Australia;
* email - dispute_resolution@capital-finance.com.au to provide feedback, share
your suggestions, provide a complaint or compliment; or
* write to us – at Reply Paid 5265, Sydney NSW 2001.
FOR ALL WESTPAC GROUP CUSTOMERS – PRIVACY OFFICER
* Our Privacy Officer can be contacted in relation to privacy concerns by
writing to Reply Paid 5265, Sydney NSW 2001.
WESTPAC INSTITUTIONAL BANK (WIB) CUSTOMERS
* Customers of WIB may contact us through their Relationship Manager.
ACCESSIBILITY SUPPORT
At any time, you can inform us how you would prefer to be contacted. If you are
deaf and/or find it hard hearing or speaking with people who use a phone, you
can reach us through the National Relay Service (NRS).
* To use the NRS, visit infrastructure.gov.au/national-relay-service.
24. Changes to this Privacy Statement
We may update this Privacy Statement from time to time. An up-to-date version of
this Privacy Statement is available at any time on this page.
This Privacy Statement was published on 1 April 2023.
* Feedback and complaints
* Contact us
* Careers
* Access and Inclusion
* Investor centre
* Westpac Group
* Security
* FAQs
* Privacy
* Website terms and conditions
* Terms and conditions
* Site index
* Modern Slavery Statement
--------------------------------------------------------------------------------
Westpac
Facebook Twitter Youtube LinkedIn Instagram
For Westpac issued products, conditions, fees and charges apply. These may
change or we may introduce new ones in the future. Full details are available on
request. Lending criteria apply to approval of credit products. This information
does not take your personal objectives, circumstances or needs into account.
Consider its appropriateness to these factors before acting on it. Read the
disclosure documents for your selected product or service, including the Terms
and Conditions, before deciding. Target Market Determinations for the products
are available. Unless otherwise specified, the products and services described
on this website are available only in Australia from © Westpac Banking
Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.
Return to pageWhat are you looking for? Please speak now to search
mic