Privacy and Credit Reporting Policy

Privacy and Credit Reporting Policy

Who are we?

This Privacy and Credit Reporting Policy sets out how LLHL Mortgages Pty Ltd ACN 644 428 204, Land Lease Home Loans Pty Ltd ACN 642 684 053 Australian Credit Licence 546781 and our related businesses (‘we’, ‘us’ and ‘our’) collect, hold, use and disclose personal information (including credit-related information) we hold about you and your privacy rights relating to that information.

Our commitment to protect your privacy

We recognise that any personal information we collect or hold about you will only be used or disclosed for the purposes we have collected for which it was collected or as otherwise permitted or required by law. It is important to us that you have confidence that your personal information will be treated in a way that ensures its protection

We are committed to protecting your personal information and complying with the Australian Privacy Principles (APPs),the Privacy Act 1988 (Cth) (Privacy Act), the Privacy (Credit Reporting) Code 2025 (Credit Reporting Code) and any other relevant law.

Personal information

When we refer to personal information we mean information or an opinion that relates to you and from which you are, or may reasonably be, identified. The personal information we hold relating to you may also include credit-related information.

Credit-related information means:

• Credit information, which is information which includes your identity; the type, terms and maximum amount of credit provided to you, including when that credit was provided and when it was repaid; repayment history information, financial hardship information (including information that any repayment are affected by a financial hardship arrangement), default information (including overdue payments); payment information; new arrangement information; details of any serious credit infringements; court proceedings information; personal insolvency information and publicly available information; and

• Credit eligibility information, which is credit reporting information supplied to us by a credit reporting body (CRB), and any information that we derive from it.

We use your credit-related information to assess your eligibility to be provided with finance. Usually, credit-related information is exchanged between credit and finance providers and CRBs.

The kinds of personal information we may collect about you include your name, date of birth, address, account details, occupation, and any other information we may need to identify you. When you use our website or mobile applications we may collect information about your location or activity including IP address, telephone number and whether you have accessed third party sites, the date and time of visits, the pages that are viewed, information about the device used and other user location information. We collect some of this information using cookies (for more information, please see our Website Terms of Use at https://www.landleasehomeloans.com.au/website-terms-of-use).

If you are applying for finance we may also collect the ages and number of your dependants and cohabitants, the length of time you have resided at your current address, your employment details and proof of earnings and expenses.

About this policy

This policy applies to our management of personal information in connection with:

any enquiries or applications you make through our website (https://www.landleasehomeloans.com.au) or related portals and applications (Website), or by email, telephone or in person with us;

our assessment and processing of applications for finance arrangements, and the ongoing administration of such arrangements; and

the provision and marketing of our products and services,

collectively referred to as the Services.

This policy also applies to personal information we collect from candidates in connection with the application and recruitment process for employment with us.

Over the course of our relationship with you, we may tell you more about how we handle your personal information. This could be when you apply for our Services or seek to work with us. We recommend you review any privacy notices, declarations, statements or consent forms we provide as they may contain more details that are specific to your circumstances.

Why we collect your personal information

We collect personal information for the primary purpose of providing and improving the Services. This allows us to:

• assess your application for finance and manage that finance;

• establish your identity and communicate with you;

• share your information with CRBs so that they can conduct credit checks, provide credit reports and assist us in assessing your creditworthiness;

• manage our risk;

• accept investments; and

• comply with our legal obligations (for example, under anti-money laundering and counter terrorism financing laws).

  We may also use and disclose your personal information for secondary purposes that are related to the primary purpose for which it was collected and that you would reasonably expect, or as otherwise permitted or required by law. These secondary purposes may include:

• direct marketing and sending you electronic marketing communications;

• managing and maintaining our relationship with you;

• developing, improving and enhancing our products, services and customer experience;

• obtaining a more integrated understanding of our customers through the use of data, technology and analytics;

• informing you about other products and services that may be of interest to you;

• undertaking account management and servicing activities, including communicating with you about your account and collecting overdue payments; or

• other purposes described in this policy.

For job applicants and prospective employees, we collect your personal information to carry out the application and recruitment process, which includes (without limitation) assessing your application and skills, verifying your identity and work eligibility, managing employment or contractor agreements and arrangements, conducting reference checks and meeting any legal workplace obligations.

You may choose not to give your personal information to us. However, if you do not provide us with the personal information we request, it may result in us being unable to interact with, or provide the Services to, you.

How we collect your personal information

Where reasonable and practical we will collect your personal information directly from you, whether in person, by telephone, mail or email, or through our Website or a form (such as an application form). The circumstances in which such collection may occur include (without limitation) where you:

• make an enquiry, request information, or otherwise contact us through our digital services or communication channels;

• visit or use our Website;

• lodge a loan enquiry, request a quote, or apply for a finance product offered by us;

• apply to invest in a product offered by us;

• apply to be a guarantor in connection with one of our products;

• apply to work with us;

• attend an event hosted by us; or

• participate in activities we offer, such as competitions, surveys, or accreditation as an aggregator, broker or introducer of loans or other products.

We may also collect information about you that is publicly available, such as from public registers or social media, or made available by third parties. These third parties may include CRBs, mortgage and finance brokers, employers, accountants and other professional advisers.

If you provide personal information to us about another individual, you must ensure that:

• you are authorised to disclose that information to us; and

• we may collect, hold, use and disclose such information for the purposes described in this policy. For example, you should take reasonable steps to ensure the individual concerned is aware of the various matters detailed in this policy, in particular, our name and address and the purposes of collection of their personal information.

Disclosing your personal information

We may disclose your personal information:

• to prospective funders or other intermediaries in relation to your finance requirements;

• to our related entities;

• to other organisations that are involved in managing or administering your finance such as third party suppliers, printing and postal services, call centres, lenders, mortgage insurers, trade insurers and CRBs;

• to associated businesses that may want to market products to you;

• to companies that provide information and infrastructure systems to us;

• to our agents, contractors or external service providers to outsource certain functions, for example, statement production, debt recovery and information technology support;

• to anybody who represents you, such as finance brokers, lawyers, mortgage brokers, guardians, persons holding power of attorney and accountants;

• to anyone, where you have provided us consent;

• to other borrowers (if more than one);

• to borrowers or prospective borrowers including in relation to any credit you guarantee or propose to guarantee

• to our auditors, insurers, re-insurers and health care providers;

• to claims related providers, such as assessors and investigators who help us with claims;

• where we are authorised to do so by law, such as under the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth), or by government and law enforcement agencies or regulators;

• to investors, agents or advisers, trustees, rating agencies or any entity that has an interest in your finance or our business;

• to other financial institutions, for example to process a claim for mistaken payment;

• to organisations that provide products or services used or marketed by us; or

• to your employer, former employer, referees or identity verification services.

We may also share additional information about our disclosure of personal information specific to that type of disclosure in a relevant privacy collection notice. We will not share your personal information unless it is reasonably necessary for the purpose for which it was collected, or you have consented to the disclosure, it is required or authorised by law, it is reasonably necessary for business function or activities, or another legally permitted exception applies.

Overseas disclosure

Sometimes, for the same purposes outlined in this policy, we need to share the personal information we hold with entities located overseas, such as:

• our related bodies corporate and other members of our corporate group;

• service providers and other third parties that store data or provide services from outside Australia;

• organisations with which we partner to provide products and services; and

• other entities where we are required or authorised by law to do so, including to comply with our legal obligations or to assist government agencies, regulators or law enforcement bodies.

The countries in which the overseas recipients described above are likely to be located include New Zealand. Depending on the nature of the products, services or activities you request from us, we may also need to disclose your personal information to recipients located in other countries.

We take reasonable steps to ensure that overseas recipients do not breach the Australian Privacy Principles in relation to your personal and credit-related information.

Notifiable matters

The law requires us to advise you of ‘notifiable matters’ in relation to how we may use your credit-related information. You may request to have these notifiable matters (and this policy) provided to you in an alternative form.

We exchange your credit-related information with CRBs. We use the credit-related information that we exchange with CRBs to confirm your identity, assess your creditworthiness, assess your application for finance or your capacity to be a guarantor and manage your finance.

As part of our credit assessment process, we may disclose your personal information to a CRB to conduct a credit check on you. A credit check is when we ask a CRB for information about the credit you have applied for or obtained in the past and how you have managed that credit. The CRB will record the fact that we have conducted a credit check. This will appear on your credit report as a ‘credit enquiry’ (also known as an ‘information request’). The enquiry may be disclosed to other credit providers and may be used and disclosed by the CRB or a credit provider, including in the calculation of a credit score.

Your consent is not required for us to disclose your personal information to a CRB to perform a credit check. When a credit enquiry is recorded on your credit report, it can affect your credit score in different ways. It may go up, down or stay the same, depending on factors such as the type of credit you are applying for, how many other credit checks you have had recently, and other details in your credit report. A credit enquiry is more likely to lower your credit score if you make a lot of credit applications in a short time.

A record of any information request made about you may be used and disclosed to assess your credit worthiness

The information we may exchange with CRBs includes your identification details, what type of loans you have, how much you have borrowed, whether or not you have met your loan payment obligations, whether you have entered into a financial hardship arrangement (either with us or some other third party) and if you have committed a serious credit infringement (such as fraud).

If you fail to meet your payment obligations in relation to any finance that we have provided or arranged or if you have committed a serious credit infringement, we may disclose this information to a CRB.

The CRB may hold the personal and credit‑related information we provide to them in their credit reporting databases. They may use and disclose that information to other credit providers in connection with the credit products you have with us, to help assess your creditworthiness, or for any other lawful purpose, including debt collection. We may also obtain information that other credit providers have provided to the CRB to use in our assessments of your creditworthiness.

You have the right to request access to the credit-related information that we hold about you and make a request for us to correct that credit-related information if needed. See the ‘Accessing and correcting your personal and credit-related information’ section of this policy for more information.

Sometimes your credit-related information may be used by CRBs to ‘pre-screen’ credit offers on the request of other credit providers. You can contact a CRB at any time to request that your credit-related information not be used for this purpose.

If you believe you may have been a victim of fraud, you can notify a CRB and request a ban period. After you request a ban period, the CRB must not use or disclose your credit-related information for an initial period of 21 days. For more information, contact one of the following CRBs:

• Equifax Pty Ltd – www.equifax.com.au – contact on 13 83 32; see privacy policy at https://www.equifax.com.au/pri...;

• illion (Australia) Pty Ltd – https://www.illion.com.au – contact on 13 23 33; see privacy policy at https://www.illion.com.au/priv...; and

• Experian Australia Credit Services Pty Ltd – www.experian.com.au – contact on 1300 783 684; see privacy policy at https://www.experian.com.au/pr....

Direct marketing

We may use your personal information from time to time to provide you with current information about finance, offers you may find of interest, changes to our organisation, or new products or services being offered by us or any company with which we are associated.

You may at any time opt out of receiving marketing information by telephoning us on 1300 555 626 or by writing to us at [email protected]. If we are sending you direct marketing by email, SMS or MMS, you may also use the unsubscribe function. We will not charge you for giving effect to your request and will take all reasonable steps to meet your request at the earliest possible opportunity.

Updating your personal information

It is important to us that the personal information we hold about you is accurate and up to date. During the course of our relationship with you, we may ask you to inform us if any of your personal information has changed.

If you wish to make any changes to your personal information, you may contact us. We will generally rely on you to ensure the information we hold about you is accurate or complete.

Accessing and correcting your personal and credit-related information

You may request access to any of the personal and credit-related information we hold about you at any time. We may charge a fee for our costs of retrieving and supplying the information to you.

If your request is to access your personal information, we will seek to make the information available to you within 30 calendar days of receiving your request. We may need to consult with other entities or obtain additional information from you before responding.

There may be situations where we are not required to provide you with access to your personal or credit-related information, for example, if the information relates to existing or anticipated legal proceedings, if your request is vexatious or if the information is commercially sensitive.

If we deny you access to the personal or credit-related information we hold about you, we will explain why.

If you believe that any of the personal or credit-related information we hold about you is incorrect, inaccurate or out of date you may request that we correct the information by telephoning us on 1300 555 626 or by writing to us at 3/63-67 The Corso, Manly NSW 2095 or email [email protected]. When we receive a correction request, we will determine whether the credit-related personal information needs to be corrected as soon as practicable.

We will acknowledge your correction request as soon as practicable and endeavour to do so within 7 days. We will take reasonable steps to investigate and respond to your request within 30 calendar days or such longer period as permitted by law and agreed with you.

As part of considering your request, we may need to consult with CRBs, other credit providers or relevant third parties, or obtain further information from you.

If we decide to correct the information, we will notify you of our decision within 5 business days. The notice will:

• include all relevant credit reporting information or credit eligibility information (as applicable) held by us (as applicable) so that you can confirm that the information has been corrected; and

• explain that you obtain your credit reporting information from a CRB free of charge if your access request relates to our decision to correct your information. See the ‘Notifiable matters’ section of this policy for contact details.

Where we have previously disclosed the information to another entity and a correction is made, we will take reasonable steps to notify that entity of the correction where appropriate.

If we are unable to resolve your correction request within 30 days, we will notify you of the reasons for the delay, the expected timeframe for response, and seek your agreement to a reasonable extension where required. If you do not agree to the requested extension, you may make a complaint to the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC). See the 'Complaints' section of this policy for further information.

If you have not agreed to the requested extension, we will provide a response to the correction request within the timeframe sought for extension.

If we refuse to correct personal information or credit-related information, we will provide written reasons for our decision and information about the available complaint mechanisms

Business without identifying you

In most circumstances, it will be necessary for us to identify you in order to successfully do business with you. However, where it is lawful and practicable to do so, we will offer you the opportunity of doing business with us without providing us with personal information (for example, if you make general inquiries about interest rates or current promotional offers).

What we do with personal information we did not ask for

Where we receive unsolicited personal information, we will check whether that information is reasonably necessary for our functions or activities. If it is, we will handle this information the same way described in this policy. If not, we will take reasonable steps to destroy or de-identify it.

Sensitive information

Sometimes we may need to collect sensitive information about you, for example, to respond to and assess a request for financial hardship assistance.

We will generally only collect sensitive information about you with your consent. Sensitive information is personal information that includes information relating to your racial or ethnic origin, political persuasion, memberships in trade or professional associations or trade unions, sexual preferences, criminal record, or health.

How we hold and protect your personal information

We take reasonable measures to protect your personal information. Your personal information (including credit-related information) from misuse, interference, loss, and unauthorised access, modification or disclosure. Your personal information will always be stored in a secure environment. We may store your personal information in paper and electronic form.

As most of the personal information we hold is collected digitally, it is typically stored on:

• proprietary servers located in Australia, over which we maintain effective control; or

• secure cloud-based servers, which may be located in New Zealand, North America, Europe, or other jurisdictions from time to time.

Where we use cloud-based servers, data collected through technologies and tools may be de-identified or anonymised before being transferred overseas for storage. Where personal information is not de-identified or anonymised, it will be stored and handled in accordance with applicable Australian privacy laws.

We implement appropriate technical, organisational and administrative safeguards to protect the personal information we hold. These safeguards may include access controls, staff training, de-identification and anonymisation techniques, and technology solutions designed to secure our systems and facilities. When personal information is no longer required for the purposes for which it may be used or disclosed, we take reasonable steps to destroy or de-identify the information, or otherwise put it beyond use.

How you can contact us and/or make a complaint, and how we will deal with privacy-related complaints

You may request further information about the way we manage your personal or credit-related information by contacting us on 1300 555 626 or by emailing us at [email protected].

If you are not satisfied with how we have dealt with your personal information, or you have a complaint about our compliance with the Privacy Act and the Credit Reporting Code, you may contact our complaints officer on [email protected].

We will acknowledge your complaint within seven days and aim to resolve the complaint as quickly as possible. We will provide you with a decision on your complaint within 30 days.

If you are not satisfied with the response of our complaints officer, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can be contacted by:

• Website: www.afca.org.au
• Email: [email protected]
• Telephone: 1800 931 678 (free call)
• Writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

You may also contact the OAIC on either www.oaic.gov.au or by phone on 1300 363 992.

Changes to this policy.

We may change this policy from time to time or as the need arises. We will post any changes to this policy on our website.

You may request this policy in an alternative form by emailing us at [email protected] or by writing to us at 3/63-67 The Corso, Manly NSW 2095 .

This policy was last updated on 10 July 2026 .