Privacy Policy
At SureStart Finance we are committed to protecting your privacy in accordance with the Privacy Act 1998. This Privacy Policy describes our current policies and practices in relation to the handling and use of personal information.
What information do we collect and how do we use it?
We will ask you for personal information when we assist you with your finance. We use the information you provide to advise about and assist with your credit needs. We only provide your information to the companies with whom you choose to deal (and their representatives).
We also use your information to send you requested product information and to enable us to manage your ongoing relationship with us e.g. invoicing, client surveys etc. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications.
We may occasionally notify you about promotions, new services and special offers, events or articles we think will be of interest to you. We may send you regular updates by email or by post. If you would rather not receive this information, email or write to us.
We may also use your information internally to help us improve our services and help resolve any problems.
What if you don’t provide some information to us?
If you don’t provide us with full information, we can’t properly advise or assist you with your credit needs
How do we hold and protect your information?
We strive to maintain the reliability, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements
We will take reasonable steps to protect your personal information and ensure it is safe by storing it in a secure environment. We may store your personal information in paper and electronic form. We will also take reasonable steps to protect any personal information from misuse, loss and unauthorised access, modification or disclosure.
Will we disclose the information we collect to anyone?
We do not sell, trade, or rent your personal information to others.
We may need to provide your information to our credit licensee e.g. for administration and supervision activities, contractors who supply services to us e.g. to handle mailings on our behalf, or to other companies in the event of a corporate sale, merger, re-organisation, dissolution or similar event. However, we will do our best to ensure that they protect your information in the same way that we do.
We may also provide your information to others if we are required to do so by law or under some unusual other circumstances which the Privacy Act permits.
How can you check, update or change the information we are holding?
Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate.
If you wish to access or correct your personal information please write to Support@surestartfinance.com.au. We do not charge for receiving a request for access to personal information or for complying with a correction request.
Your consent
By asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above.
Tell us what you think
We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact us on 0403 094 096 or Support@surestartfinance.com.au.
Complaints
Internal Dispute Resolution
If you do have a complaint, please let us know by email, because if we don’t know about it we can’t fix it. You may also contact us on 0403 094 096 or via email at Support@surestartfinance.com.au please make sure you include as much information as you can.
You should explain the details of your complaint as clearly as you can. You must do this in writing. When we receive a complaint, we will attempt to resolve it promptly.
General Advice Warning
The information provided on this website is general in nature only and does not constitute personal financial advice. The information has been prepared without taking into account your personal objectives, financial situation or needs. Before acting on any information on this website you should consider the appropriateness of the information with regard to your objectives, financial situation and needs.
We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
Disclaimer
You acknowledge that all information provided is general advice only. It has been prepared without taking into account your objectives, financial situation or needs.
Before acting on this information, you should consider the appropriateness, having regards to your own objectives, financial situation and needs before making any decisions.
We disclaim all and any guarantees, undertakings and warranties, expressed or implied, and shall not be liable for any loss or damage whatsoever (including human or computer error, negligent or otherwise, or incidental or consequential loss or damage) arising out of or in connection with any use or reliance on the information or advice offered.
You accept sole responsibility associated with the use of this material, irrespective of the purpose for which such use or results are applied. The information provided is no substitute for financial advice. As such, you further acknowledge and agree that you will seek qualified professional advice before acting (or failing to act) upon any information provided.
As a recipient of an email from us at SureStart Finance: If you are not the intended recipient, or the employee or agent responsible for its delivery to the intended recipient, you are hereby notified that any dissemination, distribution or copying of it is strictly prohibited. Please notify us if you have received it in error, and otherwise take all necessary steps to delete it from any transient or permanent storage device or medium and notify us by return email or by telephone.
Any views expressed in this email and any files transmitted with it are those of the individual sender, except where the sender specifically states them to be the views of our business. We do not represent or warrant that the attached files are free from computer viruses or other defects. The user assumes all responsibility for any loss or damage resulting directly or indirectly from the use of any attached files. We are committed to protecting your privacy. We may use the information you provide to assist you with your credit needs, including the preparation and submission of loan applications. We also use it to send you product information and promotional material. From time to time this will include direct marketing communications but we will always give you the option of not receiving these communications. We provide your information to our credit licensee (Connective Credit Services Pty Ltd ABN 51 143 651 496) and the companies with whom you choose to deal (and their representatives). We may also provide your information to contractors who supply services to us (e.g. to handle mailings on our behalf), and to others if we are required to do so by law. We do not rent or sell your information. Our Privacy Policy contains information about how you can access and ask us to correct your information, or make a privacy related complaint. You can obtain a copy by contacting your broker or visiting our website. Your consent – By asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above. For more information on your privacy rights please visit www.privacy.gov.au
We are here to listen
At Surestart Finance, we work hard to build strong and lasting relationships with our valued members. Listening to your feedback enables us to quickly address any immediate concerns you may have and continually improve our products and services to you.
If we do not meet your expectations, we want you to tell us. We also know there will be times when you may wish to compliment us on something we have done well and other times when you may wish to tell us how we can improve. We welcome your feedback in both cases and place great value on what you tell us.
Compliments
We appreciate it when you tell us that one of our representatives has succeeded in making your experience a pleasant and successful one. This enables us to reward and recognise our staff members for their efforts.
If one of our representatives has provided you with exceptional service, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If you do not feel that you have received the highest standard of service from us, we encourage you to tell us as soon as possible. We have developed a process that makes it easy for you to share your concerns with us and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
Email: Support@surestartfinance.com.au
Phone: 0403 094 096
Mail: Suite 2, 423 King Georges Road, Beverly Hills NSW 2209
Please provide as much detail as possible about your complaint, so we can take action accordingly.
Need an update on your complaint?
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we handle your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you may have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA).
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Thank you for your time and feedback. Your input will help us improve, better serve your needs, and find more ways to support you. We really value both your concerns and compliments.