Resolve Finance and the ABN Group
Resolve Finance is part of the ABN Group Family of Companies. Information collected on any ABN Group Company Website, or through marketing activities or from existing client, employee, contractor and subcontractor databases will belong to the ABN Group and may be utilised for direct marketing activities by other ABN Group Companies.
Information Collection and Usage
We use third party vendors to advertise online. Third party vendors, including Google, show our ads on sites across the Internet by using cookies to serve ads based on someone’s past visits to our websites.
We use third party vendor remarketing services, including Google’s ‘Customer Match’ and Facebook’s ‘Custom Audience’ to display ads. This means if you have provided us with your contact details, we may upload these to third party vendors who perform remarketing services on our behalf.
Resolve Finance collects information at several different points on its Website in order to better serve its Website visitors’ needs.
All information collected by ABN Group is stored in Australian Data centres (Private & Public Cloud).
Resolve Finance Website offers several opportunities for visitors to register for promotional and information mailings and for assistance in evaluating its products and service. The registration forms enable visitors to opt in to Resolve Finance’s and the ABN Group’s mailing lists and require visitors to give contact information (such as name, address, email address, home and mobile phone numbers, socio-economic/demographic information, personal preferences and household information). If available, we also collect acquisition data (such as site referrals, campaign tracking, and search data), behavioural data (such as pages visited, time spent on our website, and number of visits), and technical data (such as browser and operating system used to access our website). This data is collected and associated with your personal information when registration or contact forms are completed, or if logged into a website.
We use this contact information to send information about Resolve Finance or other ABN Group Companies or their products and services. Notice is given at the point of collection to enable visitors to choose whether or not they consent to the terms of collection and use. Those who have registered and subsequently wish to withdraw may opt out of receiving future direct marketing communications at any time (see the opt-out section below).
In-Person and Telephone Enquiries:
We use information collected in-person and over the phone to contact prospective clients and clients with information and promotional material about Resolve Finance and ABN Group Companies or their products and services.
Resolve Finance may engage with customers or prospective customers through social media channels such as Facebook, Youtube, Instagram etc, however no personal information is collected by us through these channels, unless explicit consent is provided by you.
Existing Client Database:
The contact details of clients who have built/purchased with an ABN Group company will be included on the ABN Group database.
The ABN Group and ABN Group Companies will utilise the information on its database to send promotional information about Resolve Finance or an ABN Group Company or their products and services. At the point of collection of a house, the clients’ details will remain in the ABN Group’s database for future direct marketing activities. Those who wish to withdraw their details from the database may opt out of receiving future direct marketing communications at any time (see the opt-out section below).
The ABN Group and the ABN Group Companies will not make existing client information accessible by any person other than the client providing the information or as required by law.
Employees, Contactors and Sub-contractors:
The ABN Group and ABN Group Companies also collects and retains information about its employees, contractors and sub-contractors for the purpose of conducting its business and providing ongoing business services. The ABN Group and ABN Group Companies may also hold information, from time to time, provided by persons and companies who seek employment, or a contractor relationship, with the ABN Group.
My Home Plan portal and app:
We collect and hold information about our customers in the following ways:
- To link their financial accounts to our service, individuals need to either upload their financial account statements or provide account access information (such as an account number and password). We collect and hold information in the individual’s financial accounts such as account balances, transaction information or asset information in a bank, credit, loan, mortgage, or investment (including superannuation) account. We will only collect and hold individuals’ personal information if it is contained in these accounts (e.g. if an individual is reasonably identifiable because their name is in a transaction record);
- Users of our property value estimate service must provide us with the address of their property;
- Credit card information of individuals or financial professionals who wish to pay for our services by credit card (such as the name on the card); and
- When individuals enter account access information into our software, your account is linked to our service but we do not hold your account access information. It is encrypted and stored in an encrypted form by the service provider. We explain this more below;
- To better personalise our service, we may ask individuals for their name and age, but individuals do not have to provide their real name and age.
- We do not need to collect sensitive information about you and we will not do so unless we are required to do so by law or unless you provide consent. Sensitive information includes information about your race or ethnicity, political opinions, religious beliefs, criminal record, sexual information, health or biometric information. We will not collect your tax file number.
- We will not destroy or de-identify any personal information that is provided to us.
We use technology to collect anonymous information about the use of our portal and mobile app, for example when you browse our portal, our service provider logs your server address, the date and time of your visit, the pages and links accessed and the type of browser used. It does not identify you personally and we only use this information for statistical purposes, to improve the content and functionality of our portal, to better understand our clients and markets and to improve our services.
We use “cookies” to collect this anonymous data. Cookies are small pieces of information which are sent to your browser and stored on your computer’s hard drive. Sometimes they identify users where the portal requires information to be retained from one page to the next. This is purely to increase the functionality of the site. Cookies by themselves cannot be used to discover the identity of the user. Cookies do not damage your computer and you can set your browser to notify you when you receive a cookie so that you can decide if you want to accept it, they allow the portal to recognise your computer when you return in the future.
Resolve Finance may collect your Credit information, which is used to assess your eligibility to be provided with finance and may include any finance that you have outstanding, your repayment history in respect of those loans, and any defaults. Usually, credit information is exchanged between credit and finance providers (CP) and credit reporting bodies (CRB).
Please note the following:
- The Credit Reporting Body (CRB) may include the information in reports provided to Credit Providers (CP) to assist them to assess your credit worthiness;
- If you fail to meet payment obligations in relation to consumer credit or commit a serious credit infringement, the CP may be entitled to disclose this to the CRB.
- You have the right to request CRB’s not to use their credit reporting information for the purposes of pre- screening of direct marketing by a CP,
- You have the right to request the CRB not to use or disclose credit reporting information, if you believe on reasonable grounds that you have been, or are likely to be, a victim of fraud.
If you are applying for finance we may also collect the ages and number of your dependants and cohabitants, the length of time at your current address, your employment details and proof of earnings and expenses. If you apply for any insurance product through us we may also collect your health information. We will only collect health information from you with your consent.
Access, Correction, and Removal of Personal Information
If the ABN Group or Resolve Finance becomes aware that any information that we hold is not correct, we will use our best endeavours to obtain the correct information by contacting the individual whose information is not correct.
The ABN Group will allow its records containing Personal Information to be accessed and/or corrected by the individual concerned in accordance with the Privacy Act.
Individuals wishing to lodge a request to access and/or correct their Personal Information should do so by contacting Resolve Finance or the ABN Group, as per the details at the bottom of this page.
When personal information is no longer needed for any purpose for which the information may be used or disclosed, it will be destroyed or permanently de-identified.
Opting Out of Marketing and Promotions
If a person no longer wishes to receive ABN Group telemarketing phone calls, he or she can opt out of receiving them by making the request at the time of receiving an ABN Group telemarketing call or by emailing firstname.lastname@example.org at any time.
If a person no longer wishes to receive Resolve Finance’s newsletters and promotional communications, he or she can opt out of receiving them by following the instructions included in each newsletter or communication.
Alternatively an individual can opt out by visiting the preferences page on Resolve Finance’s or ABN Group’s website (or opt-out pages if a preference page does not exist)
If a person is included on multiple ABN Group Companies’ databases, he or she will need to specify that he or she wants to opt-out of all ABN Group Company databases (otherwise he or she will only be opted-out of one company’s database but not the others).
When an opt-out request is made your details are marked in our database with an unsubscribe ‘flag’ so that you do not receive further direct marketing from us. If we know your postal address it will be added to a suppression list to be excluded from any future posted direct marketing.
Opt out requests exclude any non-marketing communications that we deliver (by email, post, phone or other means) that are related to a contract that you have signed with us (e.g. building updates).
Security and Privacy
The ABN Group takes every precaution to protect the confidentiality and security of the personal information of Website visitors, prospective clients and clients by using industry-standard security safeguards, such as firewalls, coupled with carefully developed security procedures. These measures are designed to protect visitor and client information from loss, misuse or unauthorized alteration.
The ABN Group’s employees are trained and required to safeguard client, prospective client and Website visitor information. Using physical, electronic and procedural safeguards, we restrict access to such personal information to only those employees with a “need-to-know” for business purposes.
Automatic Collection of Anonymous Data
Resolve Finance uses pixel tags and other methods to gather information about the emails it sends to registered Website visitors and recipients of emails sent by Resolve Finance’s Website visitors to others. Pixel tags are tiny graphic files that are included in HTML-encoded email messages. When such a message is opened in an HTML-capable email program, the recipient’s computer will access Resolve Finance’s servers to retrieve the pixel tag file, allowing Resolve Finance to record and store information such as an email address, date and time the recipient viewed the email message if the recipient’s email program is capable of receiving HTML and other logging information. Resolve Finance uses this information to optimize delivery of future messages to specific recipients and to provide information to registered users with respect to emails they send through the Resolve Finance system.
Resolve Finance maintains log files tracking IP addresses to analyse trends, help diagnose problems with our servers, and to monitor traffic/usage in order to provide better service to its clients and Website visitors.
ABN Group and/or the Marketing Manager of Resolve Finance will respond to complaints in writing (by reply-email) within 3 days.
The aim of the dispute resolution process, such as conciliation, negotiation or mediation, is to reach a settlement that will resolve the complaint of the individual.
Remedies for privacy related complaints may include one or more of the following:
- an apology to the individual
- being provided with access to information
- correction or amendment of a record
- ABN Group improving systems or procedures, including changed or upgraded security arrangements for personal information
- privacy notices being changed or updated
- staff training for ABN Group
If an individual is not satisfied with the outcome, the individual may make a complaint to the Information Commissioner under s 36 of the Privacy Act.
Data Breach Notification
If an eligible data breach is reported Resolve Finance will take all reasonable steps to ensure an assessment is completed within 30 days. If an eligible data breach is confirmed, as soon as practicable Resolve Finance will provide a statement to each of the individuals whose data was breached or who are at risk, including details of the breach and recommendations of the steps individuals should take. A copy of the statement will also be provided to the Office of the Australian Information Commissioner (OAIC).
Disclosures and Transfers
Resolve Finance and the ABN Group do not disclose personal information to third parties except if:
(i) We have the individual’s permission to make the disclosure;
(ii) The disclosure is for warranty purposes, meaning we will pass on the details necessary for a customer to be covered by individual manufacturer warranties for some of the appliances we install in their home;
(iii) The disclosure is permitted by law or mandatory professional standards;
(iv) The disclosure is reasonably related to the sale or other disposition of all or part of our business or assets;
(v) The personal information to be disclosed is publicly available;
(vi) The party to whom the disclosure is made controls, is controlled by, or is under common control with Resolve Finance;
(vii) The disclosure is reasonably necessary for the establishment or maintenance of legal claims;
(viii) The disclosure is on a confidential basis to agents that we use in the ordinary course of operating our business such as for data processing, printing or mailing; or
(ix) The disclosure is to persons or entities for which we are providing services, provided the disclosure is consistent with the purpose for which the personal information was obtained.
Links to other Websites
Resolve Finance’s Website may contain links to other Websites. Resolve Finance is not responsible for the privacy practices or the content of such other Websites. Third parties may independently collect information about Website visitors when they view ads or other communications from third parties through Resolve Finance’s products or services. If visitors do not want those companies to collect information about them, they should contact these companies directly.
Changes to this Policy
Any new policy will be posted on our Website at least fourteen (14) days prior to its taking effect.
Level 3/14 Walters Drive, Osborne Park WA 6017