Financial hardship

Compliance stuff you should know.

homeloanHQ is part of a group providing home loans since 1985.  Our Australian Credit Licence Number is 383043.

Staff involved in the Credit Process hold a minimum of a Diploma of Financial Services (Finance/Mortgage Broking Management FNS50504) & undertake at least 20 hours continuing professional development each year.

homeloanHQ holds Professional Indemnity and Public Liability insurances.

homeloanHQ is a member of the Mortgage & Finance Association of Australia (MFAA) and the Australian Financial Complaints Authority (AFCA).

homeloanHQ has internal (IDR) & external dispute resolution (EDR) capability to ensure access to timely, efficient, effective, cost-effective customer dispute resolution.  homeloanHQ IDR policy is designed to ensure, wherever possible, that complaints or disputes are resolved directly with clients.  homeloanHQ EDR is available if disputes become entrenched and is designed to preserve customer relationships, maintain cost-effectiveness and improve customer satisfaction.

Guiding Principles for Dispute Resolution:

Commitment:  A copy of this policy can be collected from our website or will be forwarded on request.
Telephone complaints can be directed to (02) 9215 4100 or by email by clicking Here.

Resources: All staff dealing with customers will help to resolve a complaint.

Analysis and evaluation of complaints: We will apply principles of fairness to our response.

Timeliness in response:  We will try and attend to complaints by the close of the working day following receipt.

Impartiality: Where customers are unsatisfied with outcomes of the homeloanHQ IDR, homeloanHQ is member of an External Complaints Resolution Body, Australian Financial Complaints Authority Member Number 35835.
Hours: 9:00am-5:00pm AEST Ph: 1300 565 562 (9.00am–5.00pm Melbourne time).
Website:  Consumers: 1800 931 678.  Address: GPO Box 3, Melbourne VIC 3001

We understand how important it is to protect your personal information. This document sets out our privacy policy commitment in respect of personal information we hold about you and what we do with that information.  We recognise that any personal information we collect about you will only be used for the purposes we have collected it for or as allowed under the law. 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.  Our commitment in respect of personal information is to abide by the Australian Privacy Principles for the protection of personal information, as set out in the Privacy Act and any other relevant law.

Who are we?

‘We’, ‘us’ and ‘our’ refer to Advance Investment Securities Australia Pty Ltd ACN 002 880 435, trading as homeloanHQ.  Australian Credit Licence Number 383043, and related businesses (“The Group”).  The Group is an organisation that offers financial products and services. Members of The Group include:  Advance Investment Securities Australia Pty Ltd, homeloanHQ, Sintex Consolidated Pty Ltd, Loanworks Technologies Pty Ltd


Personal Information

When we refer to personal information we mean information from which your identity is reasonably apparent. This information may include information or an opinion about you. The personal information we hold about you may also include credit information.
Credit information is information which is used to assess your eligibility to be provided with finance and may include any finance that you have outstanding, your repayment history and any defaults. Usually, credit information is exchanged between credit and finance providers and credit reporting bodies.  The kinds of personal information we may collect about you include your name, date of birth, address, account details, occupation and any other information we made need to identify you.
If you are applying for finance we may also collect the ages and number of your dependants and cohabitants, the length of time at your current address, your employment details and proof of earnings and expenses.  If you apply for any insurance product through us we may also collect your health information.  We will only collect health information from you with your consent.

Why we collect your personal information

We collect and receive personal information from our customers or from other business referrers in order to conduct our business, including assessing your application for finance and managing that finance. We may also collect your personal information for the purpose of direct marketing and managing our relationship with you. From time to time we may offer other products and services.
An important use of your personal information is to enable correct identification and to protect you from unauthorised access to your personal information, accounts or services.
To enable us to maintain a successful business relationship with you, we may disclose your personal information to other organisations that provide products or services used or marketed by us.
The types of organisations to which we are likely to disclose information about you include other mortgage intermediaries, lenders, valuers, lenders mortgage insurers, surveyors, accountants, credit reporting bodies, recovery firms, debt collectors and lawyers. We may also disclose your personal information to any other organisation that may have or is considering having an interest in your finance, or in our business.

How we collect your personal information

Where reasonable and practical we, or our business referrers, will collect your personal information only directly from you. We may also collect your personal information from credit reporting bodies and from finance brokers and other people such as accountants and lawyers.

Do we disclose your personal information?

We may disclose your personal information to:
prospective funders or other intermediaries in relation to your finance requirements;
other organisations involved in managing or administering your finance such as third party suppliers, printing and postal services, call centres, lenders mortgage insurers, trade insurers and credit reporting bodies;
associated businesses that may want to market products to you;
companies that provide information and infrastructure systems to us;
anybody who represents you, such as finance brokers, lawyers, and accountants;
anyone, where you have provided us consent;  where we are required to do so by law, such as under the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth); or to investors, agents or advisers, or any entity that has an interest in our business; or to your employer, referees or identity verification services.
Prior to disclosing any of your personal information to another person or organisation, we will take all reasonable steps to satisfy ourselves that:
(a) the person or organisation has a commitment to protecting your personal information at least equal to our commitment, or (b) you have consented to us making the disclosure.
We may use cloud storage to store the personal information we hold about you.  The cloud storage and the IT servers may be located outside Australia.