Privacy and Policy

Credit Representative Number 500261 is authorised under Australian Credit Licence 389328.

Disclaimer Statement
This Privacy Policy explains our current policies and practices regarding the handling of personal information. The information provided on this page is general in nature and does not take into account your specific objectives, financial situation, or needs. We encourage you to consider whether the information is suitable for your circumstances. Before accepting any offer or product, your complete financial situation will need to be evaluated. This information is not intended to serve as legal, tax, or financial advice, and we recommend seeking professional guidance tailored to your individual circumstances. All lending is subject to lenders’ terms and conditions, fees, charges, and eligibility criteria.

Our Commitment to Your Privacy
At Azure Home Loans, we take your privacy seriously and are committed to safeguarding your personal information in accordance with the Privacy Act 1988 (Cth). We understand the importance of maintaining the confidentiality and security of your information.

Information Collection and Usage
When we assist you with your financial needs, we may request personal information, which could include sensitive data (such as health information) and any details relevant to any vulnerabilities you may disclose. We collect this information to provide tailored advice and support for your credit needs. Your personal details will only be shared with the companies and representatives you choose to engage with.
In addition, we use your information to send you product updates and manage our ongoing relationship with you, such as invoicing and client surveys. This communication may occur via mail or electronic means, unless you specify otherwise.
From time to time, we may inform you about promotions, new services, special offers, events, or articles we believe may interest you. These updates may be delivered by email or post. If you prefer not to receive such communications, simply notify us via email or in writing.
We also use the information you provide internally to enhance our services and address any concerns.

Consequences of Not Providing Information
If you choose not to share certain information with us, we may be unable to fully assist you with your credit needs or provide comprehensive advice.

How We Protect Your Information
We are committed to ensuring the accuracy, reliability, and security of the personal information we collect. We retain personal data only for as long as necessary to fulfill the purposes for which it was collected or to comply with legal and ethical obligations.
Your information is stored electronically in systems protected by secure password access. We regularly back up our systems and enforce strict access controls to maintain the confidentiality of your data.

Disclosure of Your Information
We do not sell, trade, or rent your personal information to third parties.
However, we may share your information with our credit licensee for administrative purposes, with contractors who provide services on our behalf (e.g., handling mailings), or with other companies in the event of a corporate transaction such as a sale, merger, or reorganization. In such cases, we ensure that these parties protect your information with the same level of care as we do.
We may also disclose your information if required by law or in other situations permitted by the Privacy Act.

Accessing and Updating Your Information
You have the right to request access to the personal information we hold about you. Upon receiving your written request and sufficient information to verify your identity, we will provide access to the data we hold. We will also correct or delete any information that is inaccurate, as agreed upon.
To access or update your personal information, please contact our Privacy Officer at bishnu@azurehomeloans.com.au.
We do not charge fees for processing requests to access or correct personal information.

Your Consent
By engaging our services for your credit needs, you consent to the collection and use of your personal information as described in this policy.

Feedback and Complaints
We welcome your feedback and are committed to addressing any concerns you may have about privacy. If you have any questions, comments, or complaints, please contact our Privacy Officer at bishnu@azurehomeloans.com.au.

Complaints Process

Internal Dispute Resolution
If you have a complaint, we encourage you to bring it to our attention so we can resolve the issue. You may contact us by sending an email to bishnu@azurehomeloans.com.au, providing as much detail as possible.
Please outline your complaint clearly and provide all relevant information. Complaints must be submitted in writing. Once we receive your complaint, we will work promptly to address and resolve the issue.

Compliments and Concerns
At Azure Home Loans, we are committed to building strong and lasting relationships with our valued customers. Your feedback is essential to us—not only does it allow us to address any immediate concerns, but it also helps us continuously improve our products and services.
We understand that there are times when you may wish to compliment us on something we’ve done well, and other times when we may not have met your expectations. Your input is important, and we encourage you to share it with us.

Compliments
Our team members take great pride in delivering exceptional service, and we are always delighted to hear when they have made your experience a pleasant and successful one. If one of our representatives has provided outstanding service, please let us know using the contact details below. Your feedback is invaluable in helping us recognize and encourage our team members.

Concerns
If you feel that we have not provided the highest standard of care, we want to hear from you. We have established a straightforward process that makes it easy for you to share your concerns with us, and for us to address them quickly and fairly.
When contacting us by mail or email, please include as much detail as possible about your concern to help us understand and resolve the issue effectively.

Need an Update on Your Complaint?
If you have lodged a complaint with us, you can contact us at any time to request an update on its status. Please refer to your previous communication to help us respond promptly and effectively.

Resolution
We aim to resolve your complaint on the spot whenever possible. If we are unable to do so immediately, we will acknowledge your complaint in writing within five days.
Our commitment is to treat you fairly and work to resolve your complaint as swiftly as possible. In the unlikely event that our investigation takes longer than 45 days, we will keep you informed with regular updates and let you know when we expect to complete our investigation.
Once our investigation is complete, we will notify you of the outcome and explain the reasons for our decision.

Taking It Further
We hope you will be satisfied with our resolution process. However, if you feel that your concerns remain unresolved or if you have not heard from us within 45 days, you may escalate your complaint to an independent party.

You can lodge your complaint with the Australian Financial Complaints Authority (AFCA).

• Online: www.afca.org.au

• Email: info@afca.org.au

• Phone: 1800 931 678 (free call)

• Mail:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001