​​1. Introduction

Lend Haven Pty Ltd (“Lend Haven”, “we”, “our”, “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you interact with us, in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable laws, including the Notifiable Data Breaches (NDB) scheme.

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By using our services, you consent to the practices described in this Privacy Policy.

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2. Scope

This Privacy Policy applies to all personal information collected by Lend Haven in connection with our mortgage lending services, whether online, in person, or by phone.

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3. What Personal Information We Collect

We may collect the following personal information:

• Identification details: Name, date of birth, gender, driver’s licence, passport or other ID details.

• Contact information: Address, email, phone number.

• Financial information: Employment details, income, assets, liabilities, credit history, banking information.

• Property information: Details of the property you are financing.

• Sensitive information: Only where necessary, and only with your consent (e.g., for identity verification).

We may also collect non-personal information when you use our website, such as IP address, browser type, and cookies for analytics.

 

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4. How We Collect Your Information

We typically collect personal information directly from you when you:

• Apply for a mortgage or related service;

• Speak to one of our representatives;

• Use our website or online forms;

• Subscribe to newsletters or marketing communications.

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We may also collect information from third parties with your consent or as required by law, including:

• Credit bureaus;

• Lenders and banks;

• Accountants or financial advisors;

• Conveyancers or solicitors;

• Other service providers involved in your mortgage transaction.

 

5. Purpose of Collection

We collect, use, and disclose personal information for purposes including:

• Assessing your mortgage application;

• Verifying your identity and financial position;

• Conducting credit checks and valuations;

• Communicating with you about your application and account;

• Managing risk, fraud, and compliance obligations;

• Meeting our legal and regulatory obligations, including those under the Australian Credit Licence (ACL);

• Sending you newsletters or marketing updates (with your consent);

• Improving our products, services, and customer experience.

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6. Disclosure to Third Parties

We may share your personal information with:

• Credit bureaus and credit reporting agencies;

• Lenders and banks;

• Accountants and financial professionals;

• Conveyancers, solicitors, and settlement agents;

• Regulators or government agencies where legally required;

• Our employees and contractors who need access to perform their duties;

• IT and cloud storage providers, such as OneDrive, for secure data management.

We ensure that any third parties we share data with comply with privacy laws and handle your information securely.

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7. Overseas Data Disclosure

We use Microsoft OneDrive for document storage, which may store data in overseas data centres. Where information is transferred overseas, we take steps to ensure recipients handle the information in compliance with the Australian Privacy Principles.

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8. Direct Marketing

From time to time, and with your consent, we may use your personal information to send you:

• Monthly newsletters;

• Industry news and mortgage updates;

• Relevant product or service offers.

You can opt out of marketing communications at any time by following the unsubscribe link in our emails or contacting us directly.

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9. Data Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. Measures include:

• Secure document storage via OneDrive with advanced security protocols;

• Restricted access to personal information to authorised staff only;

• Regular security and compliance reviews.

 

10. Data Retention

We will retain your personal information as long as necessary to:

• Fulfil the purposes outlined in this policy;

• Comply with legal and regulatory obligations;

• Manage disputes or enforce agreements.

When no longer required, personal information will be securely destroyed or de-identified.

 

11. Access and Correction

You have the right to:

• Access the personal information we hold about you;

• Request correction of any inaccuracies.

To make a request, contact us using the details below. Proof of identity may be required.

 

12. Data Breach Notification

If a data breach occurs that is likely to cause serious harm, we will notify:

• You, as soon as practicable;

• The Office of the Australian Information Commissioner (OAIC), as required by law.

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13. Complaints

If you believe we have breached your privacy, please contact us. We will:

• Acknowledge receipt of your complaint;

• Investigate the matter;

• Provide a response within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

 

14. Updates to this Policy

We may update this Privacy Policy from time to time. Any changes will be published on our website with the updated effective date.

 

15. Contact Us​

For questions about this Privacy Policy, or to access, correct, or request deletion of your personal information, please contact:

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Lend Haven Pty Ltd
Address: 238 Barkly Street, Footscray, VIC 3011, Victoria, Australia
Email: info@lendhaven.com.au
Phone: 1300 238 338
Privacy Officer: The Privacy Officer, Lend Haven Pty Ltd