NOVA Mutual Limited is a party to a strategic alliance with Bendigo and Adelaide Bank Limited (Bendigo) ACN 068 049 178 AFSL/Australian Credit Licence 237879, under which NOVA acts as an agent of Bendigo Bank. As a result, personal information held by NOVA Alliance Bank may be shared with Bendigo Bank, and other third party providers, where you obtain a financial product or credit facility through NOVA Alliance Bank.
About this policy
This document sets out how NOVA Mutual Limited ACN 087 650 440 trading as NOVA Alliance Bank (“we” or “us”) safeguard your privacy and personal information.
Information about how we handle you credit related information is contained in our Credit Reporting policy which is available on our website.
We recognise the importance of protecting your privacy. We are committed to ensuring the continued integrity and security of the personal information you entrust to us.
We appreciate that the success of our business is largely dependent upon a relationship of trust being established and maintained with past, current and prospective customers, shareholders and other individuals with whom we conduct business. We will therefore continue to collect and manage your personal information with a high degree of diligence and care.
Our aim is to comply at all times with the privacy laws (incorporating the Australian Privacy Principles) that apply to us. If you have a comment, query or complaint regarding a privacy matter, we encourage you to discuss it with us.
We usually collect personal information directly from you. Sometimes we collect or confirm this information from a third party such as a credit reporting agency. We will have used reasonable efforts to obtain your consent to do this.
We collect personal information that includes details such as your :
• date of birth
• contact details (such as phone and fax numbers, e-mail addresses)
• financial information about you such as information about your use of financial products and services which you acquire from or through us.
In some cases, we may need to collect sensitive information from you (such as health related information). In these circumstances we will ask for your consent to collect that information if the Australian Privacy Principles require that we do so.
As part of our business operations we also collect personal information from other individuals such as shareholders and non-corporate suppliers. Where you are not a customer of ours you may still seek confirmation as to whether we hold information in relation to you. For the purposes of complying with our obligations under anti-money laundering laws, we are required to collect your personal information to confirm your identity and we may also collect personal information about you from commercially available third party databases.
When you visit our websites, either we or our service provider will record information (such as your computer’s IP address and top level domain name, the type of browser you are using, the date, time and pages accessed) in relation to your visit for statistical purposes. This information is collected as aggregated data and the user remains anonymous. We do not attempt to identify users of our websites except where we specifically ask for your personal information, which includes online banking and online services provided to our business partners.
You have the option of not identifying yourself or using a pseudonym when dealing with us in relation to a particular matter, unless we believe it is impracticable to do so in the circumstances or as otherwise required by law. If you wish to deal with us in this manner, you must tell us in writing so that we can consider if your request is practicable.
Use and disclosure
We use your personal information in order to:
• provide you with financial products and services (including situations where we are an agent for another product issuer)
• assist you with your queries or concerns
• comply with any legal or regulatory obligations imposed on us
• perform our regular and necessary business functions (such as internal audit investigations, performance reporting, research, product development and planning.)
To do this, we may disclose your personal information to organisations that carry out functions on behalf of or in conjunction with us. This may include for example, mailing and printing houses, cheque and electronic transaction processors, information technology service providers, professional advisers, account holders and operators, valuers, introducers, guarantors, debt collection agencies, regulators and government authorities. Our agreements with these entities ensure this information is only used to carry out functions on our behalf or in conjunction with us.
Depending upon the type of product you have requested, we may also disclose your personal information to credit reporting agencies, the trustee or manager of a superannuation fund and insurance companies.
In the case of shareholders, personal information is disclosed to our share registry service provider.
Your personal information may also be used so that you can be told about other financial products and services we think you may be interested in. This may include products and services offered or distributed by us or the companies we are associated with. You can opt out of receiving this information (see below – ‘opting out of product promotions’). We do not sell your personal information to outside companies.
In some cases, your personal information may be transferred overseas, for example, when you instruct us to carry out a transaction such as a telegraphic transfer to or from an overseas country. We will only transfer your personal information to overseas recipients either with your consent or we will take reasonable steps to ensure that the disclosure is otherwise consistent with our obligations under Australian privacy laws.
Access and correction
In most cases you will be able to gain access to personal information about you held by us. We will also take reasonable steps to amend or correct your personal information to keep it accurate and up-to-date. Please contact us if you would like to access or request a correction of your personal information (see ‘contacting us’ below).
Opting out of promotions
You can opt out of receiving marketing material from us at any time. If you do opt out, we will continue to provide information in relation to your existing accounts or facilities only (including new features or products related to these accounts/facilities).
Storage and security of your personal information
We will take reasonable steps to keep the personal information that we hold about you secure to ensure that it is protected from misuse, interference and loss and from unauthorised access, modification or disclosure.
Your personal information is stored within secure systems that are protected in controlled facilities. Our employees and authorised agents are obliged to respect the confidentiality of any personal information held by us.
We use our best efforts to ensure that information received via our websites remains secured within our systems. We are regularly reviewing developments in online security, however users should be aware that there are inherent risks in transmitting information across the internet. Information transmitted via our websites is protected by a 128-bit encryption technology.
The third party service provider uses the cookies to collect information such as when you visited our site, your browser type, de-identified demographic information such as age and sex and the server that your computer is logged in to.
The information is used in an aggregate form and generally no personal information is collected by the third party service provider. Our agreements with these third parties ensure this information is only used to carry out functions on our behalf, and if any personal information is collected the confidentially of that information is maintained.
Most internet web browsers are pre-set to accept cookies to enable full use of websites that employ them. However, if you do not wish to receive any cookies you may configure your browser to reject them or receive a warning when cookies are being used. In some instances, this may mean that you will not be able to use some or all of the services provided on our websites. However you may still be able to access information only pages.
Changes to this policy
Privacy concerns or complaints
We are committed to protecting your privacy and upholding the Australian Privacy Principles. If you believe we have breached the Australian Privacy Principles or the Credit Reporting Privacy Code (if applicable), or if you have concerns regarding the treatment of your personal information by us, please contact us (see below – ‘contacting us’).
We take all complaints very seriously and we will endeavour to respond to your complaint and address your concerns as soon as reasonably practicable.
NOVA Alliance Bank
The Privacy Officer
PO Box 789
Newcastle NSW 2300
T: 02 49549564
Bendigo and Adelaide Bank
Customer Feedback Team
PO Box 480
Bendigo Vic 3552
T: 1300 361 911
If you are not satisfied with the response given by our Customer Feedback Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response.
The Customer Advocate can be contacted by:
Telephone : 1300 139 572 (+61 3 5485 7919) between 8.30am and 5.00pm Victorian time , weekdays
Post/Letter : write to Customer Advocate , PO Box 480, Bendigo, VIC ,3552
Alternatively, (or following consideration by the Customer Advocate)you may refer your complaint directly to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
Phone: 1800 931 678
Fax: 03 9613 6399
Office of the Australian Information Commissioner
Phone: 1300 363 992
Further information about privacy
You can find more information about privacy (including information about specific issues, answers to frequently asked questions and links to the 13 Australian Privacy Principles) on the Office of the Australian
Office of the Australian Information Commissioner
Phone: 1300 363 992