Privacy Statement and Policy

Respecting your privacy

At Loanva Pty Ltd, we are committed to respecting and protecting your personal information. This Privacy Policy outlines how we collect, use, store, and disclose personal data, and applies to Loanva Pty Ltd and its accredited brokers.

This policy also incorporates our Credit Reporting Policy. It provides additional details regarding our handling of credit-related information collected as part of credit applications or in connection with any credit facility. For the purposes of this policy, any such credit-related personal data is we refer as Credit Information.

What personal information do we collect and hold?

General Information

The types of information that we collect and hold about you could include:

ID information such as your name, postal or email address, telephone numbers and date of birth;
Other contact details such as social media handles;
Financial details such as your tax file number; and
Other information we think is necessary.

Collection of information as Permitted by Law

We may collect your personal information when it is required or authorised by law. This includes obligations under legislative frameworks such as the Anti-Money Laundering and Counter-Terrorism Financing Act, which require us to verify your identity before providing credit assistance or related services.

Website Activity and Online Engagement

We collect information from your use of our internet services to verify your identity, facilitate communication, and continually improve our online offerings.

If you begin but do not complete an online application, we may use any contact details you’ve provided to offer assistance. Any incomplete application data is retained temporarily and securely destroyed if not submitted.
We may gather insights from your interactions on our social media channels. For sensitive or confidential matters, we will always engage via secure and private communication forums.
To enhance user experience and maintain system integrity, we may collect de-identified data such as IP addresses or geolocation indicator

How we collect and hold your information?

Where practical, we collect personal information directly from you—this is referred to as solicited information. You may provide this information by:

Completing our online or paper forms
Communicating with us by phone, email, SMS, or other electronic platforms To help maintain accurate records, we ask that you keep your contact details current

Collection of information from Third Parties

Sometimes, we will collect information about you from other sources as the Privacy Act 1988 permits. We will do this only if it’s reasonably necessary to do so, for example, where:

We collect information from third parties about the loan or lease made available to you arising out of the services we provide you;
Publicly available data is used to update your contact details when you are unreachable
We interact with your legal or financial representatives as part of our service deliver.

Consequences of Withholding personal Information

If you don’t provide your information to us, it may not be possible:

Deliver credit assistance tailored to your needs
Identify or recommend suitable loan and lease products
Verify your identity or prevent fraud
Inform you of relevant financial products and service

Collection of Credit Information

As part of providing credit assistance, Loanva Pty Ltd will collect credit information from you when you respond to our inquiries. This information helps us assess your financial situation and identify suitable loan and lease products.

In addition to the methods outlined in our general data collection policy, we may also obtain credit information from the following sources where relevant and permissible:

Joint applicants or co-borrowers associated with your credit application
Guarantors or proposed guarantors supporting your loan application
Your employer, accountant, real estate agent, or other nominated referees
Your representatives, including referrers, solicitors, conveyancers, and settlement agents
Third-party organisations involved in processing credit applications
Valuation service providers assessing the security offered for credit
Authoritative bodies that issue identity documents used to verify your identity
Service providers who support the processing and management of your credit application

Unsolicited Personal Information

Occasionally, Loanva Pty Ltd may receive personal information about you that we have not actively requested (unsolicited information). When this occurs, we will assess whether the information is reasonably necessary for our business operations.

If the information is deemed relevant, we will handle it in accordance with this Privacy Policy.
If not, we will take appropriate steps to destroy or de-identify it in line with our obligations under the Privacy Act 1988 (Cth)

Notification of Information collection

When personal information is collected directly from you, we will take reasonable steps to inform you: Why your information was collected, How it may be used and disclosed, How you can access or correct it and How to make a complaint, should you wish to do so.

In cases where personal information is collected from third parties and can be used to identify you, we will similarly take reasonable steps to notify you of that collection.

Information Security and Storage

We take the security of your personal information seriously and implement protective measures across both physical and electronic formats. These include:

Document storage and handling protocols
Controlled access to internal systems
Verification processes to ensure personal information is disclosed only to authorised parties

Loanva Pty Ltd may also store personal information with third-party providers under secure data-hosting arrangements. These providers are contractually required to:

Protect your data from unauthorised access and misuse
Use the information only for permitted and relevant purposes

Retention and disposal of personal information

Loanva Pty Ltd retains personal information only for as long as it is required to deliver services or meet legal obligations.

When personal data is no longer necessary for these purposes, we take appropriate steps to securely destroy or de-identify the information in line with the Privacy Act 1988 (Cth) and industry best practices.
Certain data may need to be retained for prescribed timeframes under financial services or taxation law.

Use your personal information

We collect, hold, and use personal information primarily to provide financial services and support you in obtaining suitable credit products. This includes:

Providing credit assistance tailored to your financial needs
Supplying information about relevant loan products or related services
Assessing your eligibility for loans, leases, or other requested services
Assisting with the preparation of applications for loans or leases
Administering services, including handling queries, managing complaints, and maintaining client records
Administer payments related to credit arrangements

Marketing Communications and Third-Party Disclosure

We may use or disclose your personal information to let you know about Loanva’s or selected third parties’ products and services that may interest you.

You will always have the opportunity to opt out of marketing communications.
With your explicit consent, we may share your details with trusted third parties to help facilitate introductions to services or partners beneficial to your financial goals.
Importantly, Loanva Pty Ltd does not sell personal information under any circumstances.

Opting out of Marketing

You may opt out of receiving direct marketing messages from us at any time.

Simply contact us using your preferred communication method. We will process your request as soon as practicable and respectfully.

Other Uses of Your Personal Information

In addition to the primary purposes outlined earlier, Loanva Pty Ltd may use your personal information for the following:

Identity verification, to confirm who you are before providing services
Marketing communications, to tell you about other products or services we offer that may be relevant to your needs, unless you opt out
Business operations, allowing us to manage our processes and perform general administrative tasks
Fraud prevention, helping us detect and reduce fraud, criminal activity, or suspected misconduct
Legal compliance, to meet obligations under laws, regulations, or industry codes that bind us
Consent-based uses, for any purpose you have expressly agreed to

Sharing Your Personal Information

To provide services tailored to your needs and support the functions outlined above, Loanva Pty Ltd may share your personal information with select third parties. This includes disclosures for operational, legal, and consent-based purposes.

We may share your information with:

External organisations that assist in delivering services or fulfilling legal obligations
Your authorised representatives, including lawyers, settlement agents, accountants, or real estate agents
Your referees, such as employers or other nominated contacts, for the purpose of verifying relevant details about you

Sharing Your Personal Information with Third Parties

Loanva Pty Ltd may disclose your personal information to third parties as required to deliver our services and fulfil regulatory or operational obligations. These third parties may include:

Mortgage aggregators, through whom we submit loan or lease applications to lenders or lessors on their panel
Australian Credit Licence holders who authorise our engagement in regulated credit activities
Business referrers who have introduced you to our services
Valuers, for assessing property values relevant to your application
Lenders, lessors, mortgage insurers, and other financial intermediaries involved in your loan or lease arrangements
Fraud prevention agencies and investigative bodies, for the detection and management of fraud, crime, or misconduct
Regulatory authorities, such as ASIC, AFCA, and the Australian Taxation Office, as required or permitted by law—some of whom may share data with foreign authorities
Guarantors or prospective guarantors, involved in supporting your finance application
Third-party service providers, agents, contractors, and advisors who assist in operating our business
Organisations interested in acquiring an interest in our business or assets
Any party to whom you have given explicit consent for us to share your personal information

Sharing outside of Australia

Loanva Pty Ltd does not disclose any personal or credit-related information outside of Australia. All data handling and storage remain within Australian jurisdiction, in compliance with applicable privacy laws and regulations.

Accessing Your Personal Information

You can request access to the personal information we hold about you at any time unless there are certain legal reasons why we can’t. You can ask us in writing to access your personal information that we hold. In some cases, we may be able to deal with your request over the phone.

We will give you access to your information in the form you want it where it’s reasonable and practical. We may charge you a small fee to cover our costs when giving you access, but we’ll always check with you first.

We’re not always required to give you access to your personal information. Some of the situations where we don’t have to give you access include when:

A potential threat to life or public safety;
There is an unreasonable impact on other individuals;
Frivolous or vexatious requests;
The information wouldn’t be ordinarily accessible because of legal proceedings;
Confidential negotiations with you;
Legal prohibitions or risk to law enforcement;
It would jeopardise taking action against serious misconduct by you;
It would be likely to harm the activities of an enforcement body (e.g. the police); or
It would harm the confidentiality of our commercial information.

If your request cannot be met as specified, we will inform you in writing. If you have concerns, you can complain. See ‘Contact Us’.

Correction of Personal Information

If you believe the personal information, we hold about you is inaccurate, outdated, incomplete, irrelevant or misleading, you may contact Loanva Pty Ltd to request a correction. We will take reasonable steps to update or rectify the information upon verifying the issue.

If you are worried that we have given incorrect information to others, you can ask us to tell them about the correction. While we’ll endeavour to assist, if we are unable to do so, we’ll notify you in writing with reasons.

Correcting Credit information

If you ask us to correct credit information, we will help you with this in the following way.

Helping you manage corrections

Whether we made the mistake or someone else made it, we are required to help you ask for the information to be corrected. So, we can do this, we might need to talk to others. However, the most efficient way for you to make a correction request is to send it to the organisation which made the mistake.

Timelines and Notification of Corrections

If we're able to correct your credit information, we will notify you of this decision within five business days .
We will also notify relevant third parties, including any you specify, of the correction where practicable.
If we’re unable to update the information, we will explain the reason in writing within five business days of reaching that decision.

Time frame for correcting information

If we agree that your information needs to be corrected, we will take action within 30 days from the date of your request, or within any longer period you’ve agreed to in writing.

If we’re unable to complete the correction within the agreed timeframe, we will:

Inform you of the reason for the delay, along with an estimated resolution date;

Request your written consent to extend the timeframe; and

let you know you can complain to our external dispute resolution scheme or the Office of the Australian Information Commissioner.
How do you make a complaint?

How to make a complaint?

If you have a complaint about how we handle your personal information, we want to hear from you. You are always welcome to contact us.

You can contact us by using the details below:

LoanVa Pty Ltd Mail: 33 Horning Street, Doreen, Vic-3754 Phone: +61 481 312 972 Email: info@loanva.com.au

We are committed to resolving your complaint and doing the right thing by our customers. Most complaints are resolved quickly, and you should hear from us within five business days.

Need more help?

If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with the Office of the Australian Information Commissioner:

Online: www.oaic.gov.au/privacy Phone: 1300 363 992 Email: enquiries@oaic.gov.au Fax: +61 2 9284 9666 Mail: GPO Box 5218 Sydney NSW 2001 or GPO Box 2999 Canberra ACT 2601

Managing Complaints About Credit Information

If your complaint relates to how we handled your access and correction requests:

If your complaint relates specifically to how we’ve handled your request to access or correct credit information , you may escalate the matter directly to our external dispute resolution scheme or the Office of the Australian Information Commissioner. You are not obligated to give Loanva Pty Ltd an opportunity to resolve the issue first

Other Credit Information Complaints

For all other complaints regarding your credit information:

We will inform you within seven calendar days of how we plan to address your concerns.
If resolution is not possible within 30 days , we will:
Explain the reason for the delay
Provide an estimated timeframe for resolution

If you have any concerns, you may complain to our external dispute resolution scheme or the Office of the Australian Information Commissioner.

Communicating Our Decision

We aim to share our final decision within 30 calendar days or within any longer timeframe you’ve agreed to. If you're dissatisfied with the outcome, you may lodge a complaint with our external dispute resolution scheme or the Office of the Australian Information Commissioner (OAIC)

Contact Us

We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback.

You can contact us by using the details below:

LoanVa Pty Ltd Mail: 33 Horning Street, Doreen, Vic-3754 Phone: +61 481 312 972 Email: info@loanva.com.au

Anonymous or Pseudonymous Interactions

You’re welcome to contact us anonymously or using a pseudonym for general enquiries. However, in certain situations, we may not be able to interact this way due to legal and regulatory obligations that require us to verify identity.

In particular, we’re unable to proceed anonymously or under a pseudonym when:

It is impracticable to do so; or
We are required or authorised by law, or by a court or tribunal order, to identify you personally

Handling of government-related identifiers?

In some circumstances, we may need to collect government-related identifiers — such as your Tax File Number (TFN) — when required by law. We will only use or disclose such information when expressly authorised by legislation

Updates to this Privacy Policy

This Privacy Policy may be updated periodically. We will notify you of changes via:

A notice on our website
Correspondence, such as our newsletter

You may also contact us directly at any time to request the latest version of this Policy