LongView Group Privacy Statement

2a. What information do we collect?

We collect your personal information directly from you most of the time, however on occasion, we may also collect information about you from other people and organisations.

We collect personal information when you:

• enquire about, apply for, or use our products or services
• contact us to make an enquiry or give us feedback
• visit our website or use our digital services
• participate in other activities we offer, such as competitions or surveys
• talk to us or do business with us.

While we are required to collect some types of personal information to meet our legal obligations, we do attempt to keep our collection of your personal information to what is necessary to offer you the products and services you require. Depending on those products and services, or your interactions with the members of the LongView group, we may collect the following types of personal information.

Personal and contact details

This may include your name, address, email address, phone number, and date of birth.

Australian Government related identifiers and identity documents

These may include your:

• Tax File Number and country of tax residency
• Medicare card, Australian passport, driver licence, or pension card details
• citizenship, birth, death and marriage certificates (for example, to verify your identity).
  
  

Foreign government identifiers and identity documents

This may include foreign government identity documents and identifiers such as:

• Tax identification number and country of tax residency
• Foreign passport and driver licence (for example, to verify your identity at the time you request a product or service).

We do not adopt a government related identifier of an individual as our own identifier unless required or authorised to do so by or under an Australian law, regulation or court/tribunal order. Before using or disclosing a government related identifier of an individual, we ensure that such use or disclosure is:

• Reasonably necessary for us to verify your identity for the purposes of our activities or functions;
• Reasonably necessary for us to fulfil our obligations to a government agency or a State or Territory authority;
• Required or authorised by or under an Australian law, regulation or a court/tribunal order;
• Within a permitted general situation (other than the situations referred to in Items 3, 4 or 5 of the table in subsection 16A(1)) of the Privacy Act exists in relation to the use or disclosure of the identifier; or
• Reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.

Financial information

This may include:

• Details of your employment, income, assets, financial liabilities
• Copies of bank statements and credit card statements from other financial institutions
• Information from third parties about your credit history and insurance claims history.
  
  

Credit information

See Credit Reporting (Your credit information, Section 4) for the types of credit information that we collect.

Transaction information

This includes information about transactions that you have made using our products and services or in relation to the LongView group. For example, your part or full repayment of LongView's HomeFlex or Buying Boost loan, your rental payment, payment of property advocacy services or payee details of you (as a landlord or you as a trade engaged on behalf of a landlord).

Socio-demographic information

This may include your marital status, age, gender, number of dependents, occupation and nationality, for example when you apply for a HomeFlex or Buying Boost loan.

Interaction information

This includes details of your interactions with us, such as when you call us, use our online services, make an enquiry, provide feedback, or make a complaint.

Digital information

We collect information from you electronically when you visit our website and use our online services. This includes information such as:

• Location information (if enabled on your device)
• IP address
• Information about the electronic devices (computers, mobile phones or tablets) you use to access our platforms and how you use them, including details relating to your devices, their operating systems, browsers, other installed applications and settings
• Details of the Wi-Fi network or mobile network used by your device
  
  

Call recordings

On occasion, we monitor and record our calls with you. We will let you know if we are doing this.

Sensitive information

On occasion, we collect and handle sensitive information. This may include:

• Health information (where this is relevant if you're in financial difficulty and ask for hardship relief due to illness)
• Race or ethnicity (for example we may ask you what language you speak if you request a translator to communicate with us)
• Criminal history and political affiliation, where it is relevant for our regulatory and/or legal obligations
• Information about significant life events (such as a relationship breakdown or a death in the family)
• Information about family and domestic violence
• Where you have been impacted by an emergency event or a natural disaster
• Any unexpected changes to your financial situation (such as losing a job or incarceration)
• Details of injury, illness, gambling or addiction

Publicly available information

On occasion, we may collect and handle information that is in the public domain, such as from:

• Online forums, websites, Facebook, Twitter, YouTube or other social media (for example, if you use social media to make a complaint)
• Public registers (for example, those kept by the Australian Securities and Investments Commission or Land Registry Services)

2b. How do we use your information?

We use your information to deliver our products and services. We also use your information for other reasons, such as to better understand you, your needs, and to let you know about other products and services you might be interested in.

Here is a list of the ways we may use your personal information:

Serving you as a customer

We use your information to deliver our products and services including to:

• Assess and process your applications for products and services
• Administer and manage existing products or services you have with us
• Manage our relationship with you or your business
• Improve our service to you and your experience with us
• Communicate with you or your representatives about our products and services
• Let you know about other products and services that may be of interest to you
• Respond to your enquiries about our products and services, including with generative artificial intelligence (AI)

Improving our business

We use your information to improve the products and services we provide through activities such as:

• Reviewing customer feedback and assessing how you use our products and services
• Testing and validating the effectiveness of products, services and system enhancements
• Monitoring and reviewing call recordings, online chats and other business activity for quality assurance, training and compliance purposes
• improve the quality of our data
• develop products and services that better meet our customers' needs and behaviours
• understand and manage our risks better.

De-identifying information

Sometimes we de-identify your personal information, for example demographic profile information, transaction information, loan and repayment information (including security information), loan application information and savings information that we hold and use this to:

• provide insights and analytics services to and,
• share de-identified information with businesses and government

These services help businesses to learn about general characteristics of groups of customers, their general spending patterns, as well as spending behaviour and market share. They also help businesses to refine their marketing and targeting strategies. They help to provide economic and social insights, including to government.

Sales or acquisitions

We may also use your personal information to support any changes to the ownership of products or services or the make-up of the LongView group. For example, we may:

• sell, transfer, or merge parts of our business, or our assets, including products or services
• bring other businesses into the LongView group
• stop providing a particular product or service.

When we do this, we may share your personal information with other members of the LongView group or other parties involved, where appropriate.

Determine your eligibility for credit

See Credit Reporting (Your credit information, Section 4) for how we use your credit information.

We may also collect, use and share your information for other reasons where the law allows or requires us to.

Direct marketing

From time to time, we may also use your personal information to tell you about products and services we think may be of interest and value to you, but we will stop if you tell us to.

We may contact you by various means, including by mail, telephone, email, SMS or other electronic means, such as through social media or targeted advertising through the LongView website. If you do not want to receive direct marketing offers from us, you can opt-out by:

• contacting us using the details in Further Information, Section 6a.

2c. Who do we share your information with

We may share your information with third parties for the reasons mentioned in How do we use your information? (Collection, use & sharing, Section 2b), or where the law otherwise allows or requires us to.

The types of third parties are listed below.

Other members of the LongView group

We may share your information between members of the LongView group. You can read about how LongView group members may use your information in How do we use your information? (Collection, use & sharing, Section 2b).

Authorised Third Parties

We may share information with third parties where you have authorised us to do so or where we are legally required. They include:

• real estate agents and agencies
• third parties that you have authorised to act for you (such as accountants, financial counsellors, legal representatives, agents, mortgage brokers, financial advisors, or a person with Power of Attorney)
• legal guardians or family members you have authorised to act for you
• guarantors and other security providers.

Third Parties that can verify your information

This includes organisations that can verify information that you have supplied when applying for a product or service, or making a claim, including:

• your employer, to verify your employment status
• other banks and financial institutions that you may have products and services with.
• commercially available third-party databases
• credit reporting bodies and credit providers (see Your credit information, Section 4).

Our Service Partners

We may share your information with our service partners, external service providers and other organisations that help us to supply products and services. These include:

• organisations that assist us to identify, investigate or prevent fraud or other misconduct.
• our trustee
• organisations that provide us with information, including publicly available information, so we can tell you about products and services we think may be of interest and value to you (for example, property insights services). If you do not wish for your information to be used in this way you can tell us by opting out of receiving direct marketing communications (see 2b. Direct Marketing).

Strategic Referral Partners

We may share information with third parties where you have authorised us to do so. We will seek express consent before sharing of information takes place.

Other financial services organisation

We may collect and share your information with other banks, third party payment providers, superannuation funds and financial services providers to provide you services, for example to process your transactions, make payments, ensure security interests can be registered and provide refunds.

Government and law enforcement agencies

We may share your information with regulatory bodies, government agencies and law enforcement bodies to comply with our legislative or regulatory obligations in any of the jurisdictions where we operate.

Sending information overseas

Sometimes, we may send your information overseas, including to:

• LongView group employees who may be located offshore
• service providers or third parties who store data or operate outside Australia
• organisations we partner with to provide products and services
• comply with laws and help government or law enforcement agencies.

If we do this, we make sure there are appropriate privacy, data handling and security arrangements in place to protect your information.

a. Keeping your information safe

Our staff are trained in how to keep your information safe and secure. We use secure systems and buildings to hold your information. We store your hard copy and electronic records in secure buildings and systems or using trusted third parties. We use a range of physical, electronic and other security measures to protect the security, confidentiality and integrity of the personal information we hold about you.

We aim to keep personal information only for as long as we need it – for example for business or legal reasons. When we no longer need information, we take reasonable steps to destroy or de-identify it.

5a. Accessing, updating and correcting your information

Individuals may request access to their personal and credit-related information unless we are permitted by law to withhold that information. Individuals may also request the correction of any personal information which is inaccurate by contacting our Privacy Officer at contact@longview.com.au. To the extent permitted by law, there are some exceptions where this access may be denied. If we deny you access to the personal or credit-related information we hold about you, or if we refuse to correct your personal or credit-related information, an explanation will be provided to you. To request access and seek the correction of personal information held by us, please email, call or write to us. We will endeavour to respond to any access or correction request within 7 working days of receipt.

6a. Contact us

If you need more information, want to access or update your personal information or if you have a privacy concern, please contact us using the contact details below.

LongView
31 Hardner Road Mount Waverley Vic 3149
1800 931 784
contact@longview.com.au

6b. Making a privacy complaint

If you would like any further information about our handling of personal information, or to make a complaint about our handling of your personal information, or you believe there has been a breach by us of the Privacy Act or the credit reporting provisions of the Credit Reporting Code, please lodge a complaint addressed to our Privacy Officer at contact@longview.com.au. Once we receive your complaint, we will respond to you within 7 working days. We will provide you with a decision on your complaint within 30 days.

What else can you do?

If you're not satisfied with our response after you've been through our internal complaints process, you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider.

AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Australian Financial Complaints Authority

Visit: 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

You can also contact the Office of the Australian Information Commissioner if your complaint is about your privacy or how we handled your credit information.

Office of the Australian Information Commissioner

Visit: oaic.gov.au
Email: enquiries@oaic.gov.au
Phone: 1300 363 992
Mail: GPO Box 5288, Sydney NSW 2001