Scope of Authorisation
As an authorised credit representative of Australian Credit Licence No. 389527, Quadrent PTY Limited is authorised to engage in the following types of credit activities under the National Consumer Credit Protection Act 2009 (NCCP Act):
At Quadrent, our aim is to provide our customers with superior service, but we know that despite our best efforts sometimes things can go wrong. If you have any concerns with the level of service received, it is important that we are aware of the issues and have an opportunity to restore your confidence.
We understand that a concern which is left unresolved can lead to a negative lasting impression and we strongly recommend that in the first instance you speak with the person with whom you originally dealt to see if an amicable outcome can be achieved.
If after speaking with your contact you still feel the matter has not been resolved, we invite you to escalate the matter via a complaint to our Dispute Resolution Officer for further investigation.
• by telephone on 0282036930
• via email at enquiry@quadrent.com.au
• by post: 506/19a Boundary Street, Rushcutters Bay NSW 2011
To assist us, we ask that you clearly explain all matters relevant to the issue and the remedies you seek. Upon receipt we will contact you if any further information is needed.
Investigating Complaints
When we receive a complaint, the Dispute Resolution Officer will attempt to resolve it promptly.
We will observe the following principles in handling your complaint:
Unless there are exceptional circumstances, we will, in all instances, respond within 30 days of receipt of the initial contact.
If we are unable to resolve the complaint within 30 days, we will:
Our External Dispute Resolution Scheme
If we do not reach agreement on your complaint, you may refer the complaint to the ASIC Approved External Dispute Resolution Scheme managed by the Australia Financial Complaints Authority “AFCA” (www.afca.org.au) whose contact details are below:
The External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
About this policy
This policy is for QUADRENT PTY LIMITED (“we,”, “us”, “our”), who is considered an Australian Privacy Principles (APP) entity, as defined in the Privacy Amendment (Enhancing Privacy Protection) Act 2012.
This policy outlines the following, including but not limited to:
Who are we and what is our main function or activity?
We are finance brokers. We provide “Credit Assistance” when we:
You (the customer) engage us (the broker) to arrange a loan on your behalf. You acknowledge that we act as an independent contractor to assist you to obtain and negotiate a loan.
We have access to a panel of financiers and offer a variety of finance and insurance products, both consumer and commercial, tailored to suit our customers’ needs and objectives.
What is Personal Information (PI) and what kinds do we collect and hold?
PI is information or an opinion about an identified individual or an individual who is reasonably identifiable. Examples of the kinds of PI we collect include, but are not limited to, an individual’s:
Sensitive Information is also a form of PI and can include information or an opinion about an individual’s racial or ethnic origin, political opinions, religious beliefs, criminal record, or health information. Generally, we are not required to collect Sensitive Information as it is not reasonably necessary for our main function or activity.
However, if you require information about any insurance products we offer, we may need to obtain health information from you. If this is the case, we will inform you and obtain your consent prior to obtaining the information.
How we collect your PI
In the majority of cases, we will collect your PI directly from you when you apply for a finance and/or insurance product and this is referred to as ‘solicited information'. Where you consent for us to do so, we can also collect your PI from third parties, such as employers, accountants, banks, or referrers (who may simply provide us with your contact details).
Why do we collect your PI and how do we hold, use, and who do we disclose it to?
We collect your PI to provide you with finance and/or insurance products you’ve requested. We collect and store information about you subject to Australia’s privacy and credit reporting laws including the Privacy (Credit Reporting) Code 2024 (CR Code). Your credit and personal information will be handled in accordance with the CR Code.
If we proceed with providing finance and/or insurance products to you, we will hold your PI for a period of seven years after the finance contract has ceased.
After that period, we will delete the PI we no longer require.
We disclose your PI to the following sources, including but not limited to:
How we deal with individuals who remain anonymous or use a pseudonym
You have the option of not identifying yourself or of using a pseudonym when dealing with us. For example, if you contacted us with a general enquiry about our products, services, or the financiers or insurers we have on our panel, you don’t need to identify yourself.
However, if you elect to apply for a finance and/or insurance product, you will need to identify yourself, as your PI is required to support a finance application.
How we deal with solicited information
We will only collect information from you or from a third party with your consent, that is reasonably necessary for our main function or activity, that is, any activity related to a finance and or insurance application. Whilst we generally don’t collect sensitive information, we will only do so if it is related to our main function or activity and we obtain your consent to collect it.
How we deal with unsolicited information
If we receive PI about you that you did not solicit, we will determine if we could have obtained this information by lawful and fair means. An example may be where we obtain information about you from your accountant or solicitor. However, if we determine we would be unable to collect the information by lawful and fair means or if the information is not reasonably necessary for our main function or activity, we will destroy or permanently de-identify the information.
Notification of the collection and use of personal information
When we collect PI directly from you, we will advise you of the purposes for which it was collected, who it will be disclosed to and why, how you can access your PI and seek its correction, or how you can make a complaint if you believe your PI was not handled in accordance with this policy or the APPs.
In circumstances where we collect PI from a third party about you, we will inform you of that collection and if the PI is reasonably necessary for our main function or activity, how we intend on using it, and who we will disclose it to.
Direct marketing and how you can opt out of receiving marketing material
We may use the PI we collected from you for the purpose of marketing about additional products or services available to you, both via our group and third parties.
These marketing activities may be conducted via e-mail, telephone, social media platforms, SMS, mail, or any other electronic means. We won’t sell your PI to any organization outside our group.
If you do not wish to receive marketing material from us, you can opt out at any time by simply sending an e-mail and we will update our records and systems accordingly. Alternatively, you can call us and advise us you no longer wish to receive marketing material. Generally speaking, we will stop sending direct marketing material to you within 30 days of receiving the request.
Cross-border disclosure of PI
Our group operates in Australia, however, we may share your information with organisations outside Australia whom we are affiliated and have contractual arrangements with. These countries include, but are not limited to:
As electronic or networked storage can be accessed from various countries via an internet connection, it’s not always practicable to know in which country your information may be held. If your information is stored in this way, disclosures may occur in countries other than those listed.
Overseas organisations may be required to disclose information we share with them under a foreign law. In those instances, we will not be responsible for that disclosure.
Use and collection of government-related identifiers
As part of the finance application process, we may collect government-related identifiers from you that appear on certain documents. Examples of government related identifiers include, but are not limited to:
We won’t use a government-related identifier to identify you or your application, as generally we will use your name and/or an application number.
When providing certain finance and/or insurance products to you, we may be required to disclose certain government-related identifiers, such as a Driver’s Licence number to a financier or insurer, which forms part of their identification process.
However, there are specific requirements relating to Tax File Numbers. Under the Tax File Number Rule 2015, TFNs should only be collected under superannuation, taxation, and personal assistance laws. We will take all reasonable steps to permanently de-identify any TFN that appears on a document we have received from you, your employer, or accountant.
How we ensure your PI is up to date and accurate
We will make every reasonable effort to ensure that the PI we hold about you is accurate, up to date, and complete. However, if any of your PI needs to be updated, please contact us (refer to the Contact Us section of this policy) and we will update it for you.
How do we keep your PI secure?
We take the security of your PI seriously and as information is stored both electronically and in hardcopy format, we have a variety of safety measures in place to protect your PI from misuse, modification, interference, loss, unauthorised access, or disclosure. Some of the safety measures include, but are not limited to:
Where we store PI physically or electronically with third party data storage providers, we have contractual arrangements to ensure those providers take appropriate security measures to protect that information and restrict those who access it. In the event of a data breach involving your information, we will notify you as soon as practicable in accordance with our obligations under the CR Code.
How can you access your PI and seek its correction?
If we hold PI about you, we must provide you with access to that information upon receiving a request from you. However, there are certain circumstances where we may not provide you with access to your PI, such as:
If we can’t provide the information you’ve requested, we will advise you in writing as to the reasons and how you can make a complaint.
If you believe the PI we hold about you is inaccurate, out of date, incomplete, or irrelevant, please contact us and we’ll update it.
How do you make a complaint?
If you believe we haven’t handled your PI in accordance with this policy or the APPs, you can contact us using the details below:
Most complaints can be resolved on the spot or within days. We’ll keep you informed of our progress and if we’re unable to resolve your complaint within 30 days, we’ll tell you that we need more time to investigate.
In the event of a delay and we’re unable to provide you with a final response within 30 days, we’ll tell you the reason for the delay, give you a date you can expect to hear an outcome, and update you monthly.
Changes to this policy
Any changes we make to this policy will be updated on our website.
Contact us
If you have any questions about this policy or other privacy-related procedures for our group, please don’t hesitate to contact us using the details below.
As an authorised credit representative, Quadrent is committed to meeting responsible lending obligations by ensuring that any credit product recommended to a consumer is suitable for their financial situation and objectives. This involves:
By providing these services, we aim to help consumers make informed decisions about their credit options and ensure that they receive credit products that are appropriate for their needs and circumstances.
Disclaimer
The information on this website is general information only and is not intended to be a recommendation. We strongly recommend you seek advice from your financial adviser as to whether this information is appropriate to your needs, financial situation, and investment objectives. Whilst every care has been taken in the preparation of this website, Quadrent PTY Limited, its directors, authors, consultants, editors, and any persons involved in the construction of this website, expressly disclaim all and any form of liability to any person in respect of this website and any consequences arising from its use by any person in reliance upon the whole or any part of this website.
Copyright
The information on this site, including the site source code, is the property of Quadrent PTY Limited and is subject to Copyright. Unauthorised use of the information on this website is not permitted. Copyright of the information contained in this site subsists under the Copyright Act 1968 (Cth) and, through international treaties, the laws of many other countries. It is owned by Quadrent PTY Limited unless otherwise stated. All rights reserved. You may download a single copy of this document and, where necessary for its use as a reference, make a single hard copy. Except as permitted under the Copyright Act 1968 (Cth) or other applicable laws, no part of this publication may be otherwise reproduced, adapted, performed in public, or transmitted in any form by any process without the specific written consent of Quadrent PTY Limited.
Terms and Conditions of Use
The information in this site has been prepared in accordance with Australian law for the supply of goods and services. This notice and the information in this site and all matters relating to either are governed by and are to be construed according to the laws applicable in the State of NSW and the Commonwealth of Australia ("Australian law"). The information may not satisfy the laws of any other country. It is not directed at people in any other country and should not be relied on by people in any country other than Australia. The information on this site is current at the date of publication but may be subject to change.
Links
This website may contain a number of links to other Internet sites. The provision of these links does not mean Quadrent PTY Limited endorses or accepts any responsibility for the content, use, or products and services made available through these websites. If you use these links, you acknowledge and agree that Quadrent PTY Limited is not responsible for the actions, content, accuracy, privacy policies, opinions expressed, services provided, or other links provided by these sites. You further acknowledge and agree that Quadrent PTY Limited is not responsible either directly or indirectly for any damage or loss caused by use or reliance on linked sites. Should you have any questions regarding these sites, you should address them directly with the relevant site administrator.