At Australian Advice Network, we understand that the privacy of your information is important to you and we respect the confidentiality of the information that you provide to us. Protecting your information is an important part of maintaining trust between our clients and us and by handling information in a secure manner, we build strong business relationships.
We collect, hold, use and disclose personal information so we can provide you with financial advice, services and products, advice and service relevant to your needs. We may also collect, use and disclose your information for related purposes such as:
We collect, use, hold and sometimes disclose personal information about financial advisers and other people who we do business with (including employees) in order to administer and manage our business operations. This information is afforded the same standard of care as that of our clients.
We ask people for a range of personal information to assist us in providing appropriate advice. The information we collect could include (but is not limited to) your name, date of birth, contact details, financial information, employment details, residency and citizenship status. We may also collect the personal information of your family members where it is relevant to the advice being provided.
We may also collect sensitive information about your medical history and their health and lifestyle to provide financial advice about life insurance products. In most instances, we collect personal information directly from that person when they:
Situations where we collect personal information from other people and organisations include (but are not limited to):
It’s your choice whether to provide your personal information. You have the right to not to provide personal information, including about your identity. However, in this case, your adviser will warn you about the possible consequences and how this may impact on the quality of the advice provided. Your adviser may also decline to provide advice if they feel they have insufficient information to proceed. In some instances, we will decline to provide services or advice if we feel we have insufficient information for the scope of the service or advice requested.
Further, in some circumstances the law requires us to obtain and verify details of photographic and non-photographic identification documents.
You can request access to personal information we hold. There may be a cost involved with locating, copying or sending you the information you request. The cost will be discussed and agreed with you at the time.
There may be circumstances where we refuse to provide you with the information you request, for example when the information is commercially sensitive. In these situations, we will inform you and provide an explanation as to why.
We will deal with requests for access to your personal information as soon as possible and aim to respond within seven (7) business days. The time we require will depend on the type of information requested. We will update your personal information if you contact us. In most cases, you can update your personal information over the phone, by contacting your adviser or broker or electronically.
If you wish to remain anonymous or to use a pseudonym when dealing with us, we may only be able to provide you with limited information or services. In many cases it will not be possible for us to assist you with your specific needs if you wish to remain anonymous or use a pseudonym.
From time to time we may share your personal information with other entities both within and outside of the Licensee. This will vary according to the product or service involved, but could include:
We may also disclose your information to a third party where you have given your consent or where you would reasonably expect us to disclose your information to that third party. We may also disclose the personal information we hold about our financial advisers to professional organisations, companies and consultants that we work with.
The only circumstances in which we would collect, use or disclose your government related identifiers is where we are required or authorised by law to do so. For example, we may be required to disclose your Tax File Number (TFN) to the Australian Taxation Office, a superannuation or retirement income product provider. Likewise, we may need to disclose your Medicare number to Centrelink in order to assess your social security eligibility. Drivers licence numbers and passport numbers may also be collected when we are required to verify your identity.
We may disclose your personal information to service providers who operate outside Australia. These are Australian based companies that have locations in countries such as India or the Philippines. The most common example of when we share your personal information overseas is when we work with overseas service providers who prepare financial advice documents
Your adviser may enter into their own outsourcing arrangements to countries other than those detailed above. If so, your adviser will disclose these arrangements separately to you. When we send your personal information to overseas recipients, Australian Advice Network has taken all reasonable steps to ensure that these recipients comply with the Privacy Act 1988, do not breach the Australian Privacy Principles and have appropriate data handling and security arrangements in place.
Personal information is generally hosted on servers located in Australia. If you access our services from outside Australia, you consent to the transfer of your personal information to Australia, a jurisdiction that may not provide the same high level of protection we apply in Australia.
We strive to ensure that the personal information that you provide to us is stored safely and securely. We take a number of precautions to protect the personal information we hold about you from misuse, interference and loss, and from unauthorised access, modification or disclosure. We have a range of practices and policies in place to protect personal information we hold, including:
Where personal information is no longer required, we take steps to de-identify or destroy the information in a secure manner.
If you have any queries or are concerned about how your personal information has been collected, used or disclosed and you wish to make a complaint, please contact the Privacy Officer on the information below:
Mail: PO Box 7045, GCMC, QLD, 9726
Phone: 07 5551 0855
We will acknowledge receipt of a complaint immediately, however, where this is not possible, acknowledgement will be made as soon as practicable. We will then investigate the complaint and respond to you within 45 days. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.
If you are not fully satisfied with our response, you can contact an external body. In cases of privacy related complaints, this is generally the Office of the Australian Information Commissioner (OAIC).
The contact details for OAIC are:
You may also direct privacy complaints related to financial advice to:
The Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.