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Credit Reporting Policy

This webpage contains our Credit Reporting Policy.

Our Credit Reporting Policy explains how we manage your credit information. Our handling of credit information is regulated by the Privacy Act and the Privacy (Credit Reporting) Code (known as the “CR Code”).

Credit Reporting Policy

We are bound by the Privacy Act and will protect your credit information in accordance with it and the CR Code. These instruments regulate how we manage and collect your credit information.

This is a summary of our Credit Reporting Policy. Download a copy of our full Credit Reporting Policy.

What is credit information?

Credit information is personal information that has a bearing on credit that has been provided to you or that you have applied for. This includes credit for personal use and credit in connection with a business. It can also cover information about you as a guarantor of a loan.

What kinds of credit information do we collect and hold, and how do we collect it?

If you apply for credit or give a guarantee, we may ask for identification information. We may also collect information about your financial position for the purpose of assessing an application for credit and to assist in the ongoing management of the credit product or guarantee.

Sometimes we collect credit information about you from other people. For instance, credit reporting bodies or opinions from other lenders about your creditworthiness.

For what purposes do we collect, hold, use and disclose credit information?

The main reason we collect, hold, use and disclose credit information is to provide you with products and services. This includes:

  • checking your eligibility for the product or service;
  • providing the product or service;
  • helping manage the product or service; and
  • assessing whether to provide lenders mortgage insurance

How do we hold credit information?

Much of the information we hold about you will be stored electronically in secure Westpac Group owned data centres located in Australia. We use a range of security measures to protect the credit information we hold.

Who do we disclose your credit information to, and why?

We may share your credit information with other Westpac Group companies or external organisations to assist us in approving and managing credit. For example, credit reporting bodies, payment system operators, or insurers. We may also disclose your credit information to our third party service providers that may be located overseas.

Access to and correction of credit information

You can request access to credit information we hold about you. You can also ask for corrections to be made. To do so, please contact us on the details listed at ‘Contact us’.

Resolving your credit information concerns and complaints – your rights

If you have a question or complaint about how your personal information is being handled by us, our affiliates or contracted service providers, please contact us first using the contact details provided below.

Delivering on our service promise

We're constantly striving to provide the best possible service, and we'll do our best to resolve any concern you have efficiently and fairly.

Our commitment to you

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.

Our aim is to resolve your complaint within five (5) business days, and where possible we will resolve your complaint on the spot. If we need additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Managers in our Customer Solutions team.

Our Customer Solutions Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint.

Contact us

  • over the phone on 13 33 30 – call centres are open 8am – 8pm, Monday - Saturday from anywhere in Australia
  • visiting any of our branches in person
  • online at – using our secure feedback form to provide feedback, share your suggestions, provide a complaint or compliment or
  • write to us at Reply Paid 5265, Sydney NSW 2001.

Our Privacy Officer can also be contacted in relation to privacy concerns by writing to Reply Paid 5265, Sydney NSW 2001.

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g., banks), where that complaint falls within AFCA’s terms of reference. The contact details for AFCA are set out below:

Under the Privacy Act you may complain to the Office of the Australian Information Commissioner (OAIC) if you have raised a complaint with us and you’re not happy with our response or have concerns about the way we handle your personal information. The contact details for the OAIC are set out below:


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