Credit Guide

If you have a complaint

Internal Dispute Resolution

Within our business we follow specific procedures to try to resolve any complaints that you may have. If you have a complaint, please contact our office via email at harrison@borrowbridge.com.au. They will try to resolve all concerns quickly and fairly.

External Dispute Resolution

In the unlikely event we cannot resolve your complaint in a satisfactory manner, or you have not received a response from us after 45 days, you can escalate your complaint to the below Ombudsman, a free and independent dispute resolution service provider.

Australian Financial Complaints Authority (AFCA)

Free call number: 1800 931 678

A copy of AFCA’s dispute resolution policy is available at https://www.afca.org.au.

Borrow Bridge’s membership number is 115039.

You can check the information we hold about you at any time by contacting our Privacy Officer.

Privacy Officer

Borrow Bridge

Level 5,14 Banfield St, Chermside QLD 4032

Overview – Privacy

Borrow Bridge Pty Ltd, ACN 669 728 796, (‘we’, ‘us’, ‘our’) collects information about you for the purpose you agree to in this Privacy Disclosure Statement and Consent. When you sign below, you agree we can, consistently with Australia’s privacy and credit reporting laws, collect, use and exchange credit and personal information about you for those purposes.

We are collecting credit and personal information (information) about you, as applicable:

To source for you, or a company of which you are a director:

• Consumer credit for personal, household, domestic or residential investment purposes;
• Commercial credit for business purposes; or
• Other services stated in this Privacy Disclosure Statement and Consent (Consent); or
• To support a guarantor application you will provide.

As your broker, we require the information we collect from you to assess your credit, or guarantor, application or the credit application of a company of which you are a director, source a suitable credit provider and any required insurances and to manage the application process, where required. If you do not provide the information sought we may be unable to process your application, or the company’s application, or we may be limited in the other services we can offer you or the company.

Your information – Collection and Credit Reporting Body (‘CRB’) Disclosures

When we collect information from you in the credit application process, we use that information in a number of ways to assess your credit application and to source a suitable credit provider or lessor/or insurance provider.

• We may: Disclose your identification information to a CRB if you wish us to obtain a report on your behalf.
• Use any information the CRB provides in that report to assist us to preliminary assess your consumer credit or guarantor application.
• Disclose your personal information to an insurer or insurers to source any insurances you wish to obtain.
• Disclose your credit information to a credit provider to apply for finance on your behalf.

The information we obtain from you is used, subject to compliance with Australia’s privacy and credit reporting laws, only for the purposes listed in this Consent and is not disclosed to any other person except with your permission or as permitted, or required, by law.

Credit Providers

As part of providing our services to you, we may undertake tasks for a credit provider which is reasonably necessary to manage the application process. When doing so, we are acting as an intermediary for the credit provider, with the same privacy law requirements applying to both of us.

We may submit your application to one or more credit providers. Those credit providers and their website addresses are set out in the Schedule at the end of this document.

A credit provider, to whom we submit an application, may disclose information about you to, and collect information about you from, from one or more CRBs.

The website of each credit provider contains details of each CRB with which it deals, and the information held about you and describes your key rights. This detail may be described on the credit providers’ websites as ‘notifiable matters’, ‘privacy policy’, ‘credit reporting policy’ or privacy disclosure statement and consent’, and includes –

• That the CRB may include information the credit provider discloses about you to other credit providers to assess your credit worthiness.
• That, if you become overdue in making consumer credit payments you commit a serious credit infringement, the credit provider may disclose that information to a CRB
• How you can obtain the credit providers and/or CRB’s policies about managing your credit information
• Your right to access and/or correct information held about you and to complain about conduct that may breach the privacy and credit reporting laws
• Your right to request a CRB not to undertake pre-screening for purposes of direct marketing by a credit provider
• Your right to request a CRB not to release information about you if you believe you are a victim of fraud

This detail will also be included by the credit provider who approves your application in the privacy disclosure statement and consent document it will provide to you.