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We will protect the privacy and security of your information and adhere to the LennSure Privacy Policy. Protecting and respecting our customers’ privacy is a key part of LennSure’s commitment to you and all we deal with. LennSure is bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth) (and any applicable State or Territory privacy legislation), which regulate how we may collect, use, disclose and store personal information, and how individuals may access and correct personal information held about them. (View Full Privacy Policy)
About this policy
This privacy policy explains how we manage and store your personal information. Please refer to our Credit Reporting Policy for information on our management credit information.
What is personal information?
Personal information includes any information or opinion about an identified individual or an individual who can be reasonably identified from their information. The information will still be personal information whether it is true or not. It is up to you to ensure the information provided is correct.
The information that we seek to collect about you will depend on the services that we are providing you. If you do not allow us to collect all of the information we’ve requested, we may not be able to deliver all of those services.
What kinds of personal information do we collect and hold?
The kinds of information that we collect and hold about you will depend on the circumstances in which it is being collected, including whether we collect the information from you personally, a business, participating provider, contractor, stakeholder, job applicant or in some other capacity. When you apply for our services we may ask for identification information. This could include your name, address, contact details and date of birth. We may also collect your tax file number if we are authorised to collect it and if you choose to supply it. If you apply for insurance, we may collect information about what is being insured, the beneficiaries, and your health and financial situation, depending on the type of insurance.
Throughout the life of your product or service, we may collect and hold additional personal information about you. This could include transaction information or making a record of queries or complaints you make, if you decided to make an insurance claim, and collecting additional information to assess the claim.
The collection of sensitive information is restricted by the Privacy Act. This includes information about your religion, racial or ethnic origin, political opinions, criminal record, and sexual orientation. This also includes health information and biometric information.
For what purposes do we collect, hold, use and disclose personal information?
The main reason we collect, use, hold and disclose personal information is to provide you with products and services. This includes:
checking whether you are eligible for the products or services offered;
assisting you where online applications were not completed;
providing the products or services;
Helping you manage the product or service and
We may also use your information to comply with legislative or regulatory requirements in any jurisdiction, prevent fraud, anti-money laundering, crime or other activity that may cause harm in relation to our products or services and help us run our business. We may also use your information to tell you about products or services we think may interest you.
How do we collect personal information?
We collect most personal information directly from you. For example, we will collect your personal information when you apply for or use a product or service or talk to us in person or on the phone.
We also collect information from you electronically. For instance, when you visit our website or whenever you apply for or access our products and services electronically (see "Do we collect personal information electronically?").
Sometimes we collect personal information about you from other people or organisations. This may happen without your direct involvement. For instance, we may collect personal information about you from:
publicly available sources of information, such as public registers;
your representatives (including your legal adviser, mortgage broker, financial adviser, executor, administrator, guardian, trustee, or attorney);
your employer;
other organisations, who jointly with us, provide products or services to you;
commercial information service providers, such as companies that provide fraud prevention reports; and
insurers, lenders mortgage insurers, re-insurers and health care providers.
What laws require or authorise us to collect personal information?
We are required or authorised to collect:
certain identification information about you by the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007 (No. 1);
your Tax File Number, if you choose to provide it, by the Income Tax Assessment Act 1936 (Cth);
certain information in relation to your application if you have applied for insurance as required by the Insurance Contracts Act 1984 (Cth); and
if you have applied for credit or provide a guarantee, certain information about your financial position under the National Consumer Credit Protection Act 2009 (Cth), and if you give us a mortgage security, certain identification information under property laws in some states and territories.
How do we hold personal information?
Much of the information LennSure holds about you will be stored electronically in both encrypted cloud servers and physical onsite servers. Some information we hold about you will be stored in paper files. We use a range of physical and electronic security measures to protect the security of the personal information we hold. For example:
access to information systems is controlled through identity and access management;
employees are bound by internal information security policies and are required to keep information secure;
we regularly monitor and review our compliance with internal policies and industry best practices.
Who do we disclose your personal information to, and why?
We may provide personal information about our customers to organisations outside Lennsure. To protect personal information, we enter into contracts with our service providers that require them to comply with the Privacy Act. These contracts oblige them to only use the personal information we disclose to them for the specific role we ask them to perform.
Generally, we disclose personal information to organisations that help us with our business. For example, they may help us provide you with products and services, provide us with insurance, lenders mortgage insurance or reinsurance, deliver technology or other support for our business systems, refer us to new customers, or assist us with marketing and data analysis.
These may include:
our agents, contractors and external service providers;
any authorised representatives and credit representatives who sell products and services on our behalf;
outsourced data collection and administrative assistants;
insurance companies, lenders mortgage insurers, re-insurers and health care providers;
payment systems operators (for example, card payments);
other organisations, who jointly with us, provide products or services to you;
other financial services organisations, including banks, super funds, stock brokers, funds managers and portfolio service providers;
debt collection agencies;
financial advisers, legal advisers or auditors;
your representatives (including your legal adviser, accountant, mortgage broker, financial adviser, executor, administrator, guardian, trustee, or attorney);
a fraud bureau or other organisations to identify, investigate or prevent fraud or other misconduct;
an external dispute resolution team; and
regulatory bodies, government agencies and law enforcement bodies in any jurisdiction.
We may also disclose your personal information to others outside the LennSure where:
we are required or authorised by law or where we have a public duty to do so;
you may have expressly consented to the disclosure or the consent may be reasonably inferred from the circumstances; or
we are otherwise permitted to disclose the information under the Privacy Act.
Do we disclose personal information overseas?
We may disclose your personal information to a recipient who is located outside Australia. This includes:
a third-party service provider in the Philippines, or somewhere in South East Asia and
for international transactions, such as currency exchanges, we may need to disclose your information to the corresponding international party in order to process the transaction. The countries we disclose your information to will depend on the details of the transaction you ask us to carry out.
Do we use other parties to collect and hold personal information?
In certain circumstances, other parties may collect and hold information on our behalf. For example:
If you apply for a product or service through a third-party service, the third party that you have contact with will collect your information on our behalf.
If you contact our call centre, the external service provider that operates the call centre will collect your information on our behalf. We will exchange personal information about you with these parties and their employees.
Do we use or disclose personal information for marketing?
We will use your personal information to offer you products and services we believe may interest you, but we will not do so if you tell us not to. These products and services may be offered by a member of a third-party service and/or one of our preferred service providers. We may offer you products and services by various means, including by mail, telephone, email, SMS or other electronic means, such as through social media or targeted advertising through our website, and social media pages. Including third-party sites. We may also disclose your personal information to other companies outside of LennSure who may assist us to market our products and services to you.
If you don’t want to receive marketing offers from us or them please contact us.
Do we collect personal information electronically?
We will collect information from you electronically, for instance through internet browsing, and mobile or tablet applications.
Each time you visit the LennSure website, or social media pages we may collect information about your use of the website, and pages which may include the following:
the date and time of visits;
location information about users;
which pages are viewed;
IP addresses;
how users navigate through the site and interact with pages (including fields completed in forms and applications completed); and
information about the device used to visit the LennSure website or pages.
We use a number of technologies called cookies when you visit the LennSure site. Cookies are small pieces of information stored on your memory or hard drive. They can record information about your visit to the sites, allowing it to remember you the next time. So when next you visit we can provide a better overall experience.
One of the reasons for using cookies is to offer you increased security. The cookies we send to your computer cannot read your hard drive, obtain any information from your browser or command your computer to perform any action. They are designed so that they cannot be sent to another site or be retrieved by any non associated site.
We won't ask you to supply personal information publicly over Facebook, Twitter, or any other social media platform that we use. Sometimes we may invite you to send your details to us via private messaging, for example, to answer a question about your account. You may also be invited to share your personal information through secure channels to participate in other activities, such as competitions.
Access to and correction of personal information
You can request access to the personal information we hold about you. You can also ask for corrections to be made. To do so, please contact us.
There is no fee for requesting that your personal information is corrected or for us to make corrections. This charge covers such things as locating the information and supplying it to you. There are some circumstances in which we are not required to give you access to your personal information. We will request a three-point identity check to be performed before giving access to any information held.
If we refuse to give you access to or to correct your personal information we will give you a notice explaining our reasons except where it would be unreasonable to do so.
If we refuse your request to correct your personal information, you also have the right to request that a statement be associated with your personal information noting that you disagree with its accuracy.
If we refuse your request to access or correct your personal information, we will also provide you with information on how you can complain about the refusal.
Notifiable data breaches
From February 2018, the Privacy Act includes a Notifiable Data Breaches (NDB) scheme which requires us to notify you and the Office of the Australian Information Commissioner (OAIC) of certain data breaches and recommend steps you can take to limit the impacts of a breach (for example, a password change).
The NDB scheme requires us to notify about a data breach that is likely to result in any harm to the individuals affected. There are exceptions where notification is not required. For example, where we have already taken appropriate remedial action that removes the risk of serious harm to any individuals.
Delivering on our service
We Strive to provide the best service possible, and we will do our best to resolve any concern you have in a fair and timely fashion.
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IMPORTANT INFORMATION: Any information provided does not constitute an offer of credit and is just an example of what may be available to you based on the information provided to us by you. It does not take into account any specific product features or any applicable fees. Unless explicitly stated.
The basis upon which we assess and the lending criteria for what you may be able to afford at any point in time may change without notice. For Fixed Rate home loans, breaking fees may be payable which can be significant if you change the whole or part of your fixed rate loan or where additional or early repayments are made during the fixed rate time frame.
All applications are subject to each individual lender's assessment and approval. Some cashback offers may be provided by some lenders and may only be available for a specific product offered by that lender, terms and conditions will apply.
We are committed to protecting each one of our customer and their privacy. We do not sell customer information, please refer to our Privacy Policy for more information.
Our mission is to help Aussies reach their financial and property goals faster. We can compare and provide access to thousands upon thousands of finance solutions from a panel of over 50 lenders.
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At LennSure your suggestions are welcome, as well as compliments and complaints. We see this as an opportunity to improve our service, provide better feedback to our staff and put things right when we have let you down.
Making a suggestion
If you have any feedback you feel will enable us to provide you with better a service, please let us know.
Making a compliment
We all like being told we are doing a good job! So, if you have received exceptional service from LennSure or any of our representatives, please, let us know so that we can pass on the compliment.
Making a complaint
If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.
Our aim is to resolve your complaint in the moment if we can or within 5 business days. If we are unable to resolve your concern at your first point of contact, we will let you know and will then refer your complaint to our dedicated Service Team. Who can be contacted via email serviceteam@lennsure.com.au
Our Service Team are here to help you and we ensure that you're regularly updated about the progress we are making to resolve your complaint.
Our public complaints policy
Our public complaints policy explains: how you may lodge a complaint; the options available to assist customers who may need additional assistance to lodge a complaint; our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response; response timeframes; and
details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.
If you’re still unhappy
If you are still not satisfied with our handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority. AFCA is not part of LennSure. 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:
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
Other alternatives Other options may be available to you.
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You could aslo contact ASIC, a regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au
We want to hear your feedback!
We may follow up once you’ve provided us with feedback to check if you’re satisfied with the outcome. This may be done through an external research agency who will adhere to our LennSure Privacy Policy.
