Privacy Policy

Australian Prudential Collections Agency are committed to protecting your rights to privacy protection under the Australian Privacy Principles (APP’s) contained in the Privacy Act 1988 (Cth) (Privacy Act). Australian Prudential Collections Agency adheres to the APP’s which were introduced in 2012. This policy describes how we manage any personal information we have about you. In this privacy policy, “we”, “our” and “us” refers to Australian Prudential Collections Agency(ABN 35633168402). 

The information Australian Prudential Collections Agency collects is regulated by law. Australian Prudential Collections Agency may hold and collect the following information about you, but is not limited to: 

  • Name, addresses and telephone number(s) including those previously held 
  • Date of birth 
  • Email address 
  • Occupation and Employment status 
  • Any information you have provided to us during telephone calls that legislation allows us to record 
  • Information relevant to the assessment of enforcement of claims against you or another person by our clients 
  • Driving license 
  • Numbers and other relevant photo ID reference numbers 
  • Bank account, bank card details and other financial transaction data including payment history 
  • Default, judgement and bankruptcy information 
  • Proceedings before any tribunals and any ombudsman and their outcomes 
  • Video and audio recording 

We will only collect sensitive information (such as health) if you have provided us with express consent to do so and if that information is reasonably necessary for the purpose of our business, the use of the information is required or authorised under an Australian law, court or tribunal order.

We collect personal information in a few ways directly and indirectly, including, 

  • When you provide information by phone, letters or personal information sent by you 
  • When we send you forms to complete 
  • From credit reporting agencies, third parties or representatives that you or we may liase with 
  • From publicly available sources 
  • We may also collect information about prospective job applicants or employees so that we can meet internal operational requirements, conduct research or meet regulatory requirements 
  • From our online customer self-serve portal 

Information Security Management 

Australian Prudential Collections Agency is dedicated to maintaining the highest quality of information. We ensure that your personal information is stored in a safe and secure manner in compliance with the law. 

What does Australian Prudential Collections Agency do with my personal information 

We may use information about you to; 

  • To verify your identity 
  • To assist in assessing and enforcing claims on behalf of our clients against you or other parties 
  • To provide customer support and meet regulatory requirements for our internal planning and operations 

Australian Prudential Collections Agency may disclose personal information about you to any person in the administration of our business. Australian Prudential Collections Agency may also use or disclose information where it is required by law. 

Personal Information that is collected by Australian Prudential Collections Agency will be used and disclosed to Australian Prudential Collections Agency’s employees in Australia, and where contractually permitted. Employees that will have access to your information are trained in the protection, handling, usage, management and disclosure of your personal information in accordance with the Privacy Act 1988(Cth)

Transparency 

You may at any time request information we hold on you by writing to the Chief Risk Officer at the address below. Where we hold information that you are entitled to access, we will endeavour to provide you with a suitable range of choices as to how you access it. 

We may not be able to let you know what Personal Information we hold about you in certain circumstances. This may include legal matters in which you are involved, and the information would be confidential, commercially sensitive, or legally privileged information. 

If you believe that the information we hold about you is incorrect then you may request amendment of it. We will consider if the information requires amendment and if we do not agree that there are grounds for amendment, we will place a note with the information stating that you do not agree. 

If you have any questions about this policy, or a complaint regarding the treatment of your privacy this should be made in writing and to the Chief Risk Officer at feedback@auspru.com.au or in writing to the following address: 

Chief Risk Officer
Australian Prudential Collections Agency
Suite No 60, Level 33
264 George Street
Sydney
NSW 2000 

If you are not satisfied with the response we have provided, you can make a complaint to the Office of the Australian Information Commissioner (OAIC) by calling 1300 363 992, online by visiting their website, or by writing to the OAIC at GPO Box 5218, Sydney, NSW, 2001. 

Disposal of Information 

We take reasonable steps to destroy the personal information we hold once the personal information is no longer required for any purpose for which the personal information may be used or disclosed under the APP’s. This requirement does not apply where we are required by legislation, regulation, contract law or a court/tribunal order to retain the personal information for a fixed period. 

Complaints 

Australian Prudential Collections Agency is a member of the Australian Financial Complaints Authority’s External Dispute Resolution Scheme. We would appreciate it in the first instance if you would allow us the opportunity to resolve the complaint through our Internal Disputes Resolutions Scheme. You can contact our complaints officer directly at: 

Chief Risk Officer
Australian Prudential Collections Agency
Suite No 60, Level 33
264 George Street
Sydney
NSW 2000
Email: feedback@auspru.com.au

If you are not satisfied with our Internal Disputes Resolution, you can contact the Australian Financial Complaints Authority (AFCA) on 1800 931 678. 

Disclaimer 

In this policy “Personal Information/Information” has the same meaning as under the Privacy Act 1988 (Cth). We may change this at some point. Although we intend to always observe this policy, we may at times regard it necessary or desirable to act outside of it. Australian Prudential Collections Agency may do so, subject only to any other applicable contractual rights you have and any statutory rights you have under the Privacy Act or other legislation.