Privacy and Licence Details
At Silver Fern Finance your privacy is always important to us. We comply with the National Privacy Principals as defined in the Privacy Act 1988 (Cth).
What information does Silver Fern Finance hold?
We keep a record of information that identifies you, such as your name and address and other information provided by you and people nominated by you;
This personal information is collected from you for the purpose of assisting in:
completion and assessment of your loan application,
completion and assessment of your loan transaction history,
We do not actively seek to collect sensitive information unless it is necessary for business purposes. If we do have to collect sensitive information, we will do so in accordance with the National Privacy Principles.
How Silver Fern Finance may collect information from its website
We collect and hold information about you when you:
complete an online development proposal or other type of form;
provide us with your email address; or
access and use our services through our website.
We also collect some statistical information about visitors, from our website (for example, the number of visitors, pages viewed, time online. Some of this statistical information is collected by using cookies, but none of the statistical information we collect allows us to identify a visitor. We use this information to evaluate our website performance and continually improve our services.
Other than statistical information, we do not collect any information about you through our website unless you provide the information to us.
How Silver fern Finance generally collects your information
Generally, we only collect personal information about you from you and only with your consent. For example, you may authorise us to collect information from a third party, like your employer to confirm your income details. We may also collect information from publicly available sources such as company registers
or land title registries.
What rights does Silver Fern Finance have to disclose personal information?
Usually we must get your consent before we tell anyone about you, or your credit information. You can give us your consent expressly or it may be implied by your conduct.
Sometimes the law requires us to give out information about you. For example giving your details to a court if we are ordered to do so under a subpoena.
How Silver Fern Finance manages the security of your information
We take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure.
We use secure methods to destroy or de-identify any personal information as soon as the law permits, provided the information is no longer needed by us for any purpose.
What are your rights?
You need not give us any of the personal information about you or any other person which may be requested in our communications with you. However, without that information, we may not be able to assist with your request or provide you with an appropriate level of service.
Access to your information
You can request access at any time to personal information we hold about you. We will process your request within a reasonable time, usually 7 days for a straightforward request. More time may be needed, depending on the nature of the request.
There is no cost for requesting access to your information, however we may charge you reasonable out of pocket expenses for processing your request.
Sometimes we are not required to provide you with access - for example, if the law says we can deny access. If we refuse you access to your personal information, we will tell you the reason why.
Correction of information
We try to ensure that all information we hold about you which we collect, use or disclose is accurate, complete and up to date. You must promptly notify us if there are any changes to your personal information.
You may ask us at any time to correct personal information held by us about you, which you believe is incorrect or out of date. We will deal with your request within a reasonable time.
If we disagree as to the accuracy of the information, you may request that we attach a statement to that information noting that you consider it is not accurate, complete or up to date.
If there is anything you would like to discuss, please contact us
Complaints We are committed to establishing and maintaining the highest standard of internal dispute resolution procedures as required by the MFAA's Code of Practice and ASIC Regulatory Guide 165. We are a member of an External Dispute Resolution Scheme managed by Credit Ombudsman Service Limited ('COSL'). Our Membership Number is 411457.
Who can make use of these IDR procedures? Every Client of Silver Fern Finance may make use of these IDR Procedures and when such a Client does so, we must comply with them. We will not charge any fee in respect of a Client's complaint pursuant to these rules.
Commitment to IDR procedures We must appoint a Complaints contact Person who must be:
a) A director or other officer or senior employee of a Member that is a corporation. b) The Member or a senior employee of the Member in any other case. c) Has sufficient experience in relation to the business and products of Silver Fern Finance so as to adequately understand the Clients complaints.d) Has written authority from Silver Fern Finance to make decisions about the Client's complaint which are binding.
Awareness of IDR Procedures We must ensure that each staff member who deals, or is likely to deal with a Client is given a written instruction:
a) How to transfer a Client who has a complaint to our complaints contact person or deputy complaints person (if applicable).b) What Client details to record if the Complaints contact person or deputy complaints contact person is for any reason unavailable. This information is to include as the minimum the Clients name, telephone number and description of the product or transaction to which the Client complaint relates.
Method of making a complaint A Client's complaint needs to be presented to us by any reasonable means for example by letter, telephone, email or in person.
Investigating the client complaint A Client complaint must not be investigated by the complaints contact person or deputy complaints contact person (if applicable) who is involved in the subject matter of the complaint. The Complaints contact person or deputy complaints person must have the member's written authority to access any and all documents and records of information (including computer systems) as may be necessary to properly investigate the Client's complaint.
Timelines We must provide a written acknowledgement of receipt of a Client's complaint promptly, unless the client's complaint is resolved it the meantime. We must ensure that a substantive response is given to a Client's complaint as soon as possible, but within five (5) working days after receipt of the Client's complaint. If we cannot respond to the Client's complaint within five (5) working days, we must inform the client of the delay and of the Client's rights to refer the complaints to the Credit Ombudsman Service Limited ('COSL') We will have substantially responded to a Client's complaint if we:
a) Accept the complaint and, if appropriate, offers redress.b) Offer redress without accepting the complaint.c) Reject the complaint.
Written response to the client We must give a written response to a Client's complaint and must give reasons for reaching a particular decision on the complaint that adequately address the issues that were raided in the Client's complaint. Where practicable, our response must refer to application provisions in legislation, Codes, Standards or Procedures.
Remedies Where we accept the Clients complaint and we are of the view that it is appropriate to offer redress to the Client, that redress may be non-financial as well as, or instead of, financial. If we consider a financial remedy is appropriate then we should give the client compensation for any direct loss or damage caused by the Member's breach of the MFAA Code of Practice. We must when determining the appropriate remedy to be given to a client and the extent of loss or damage suffered by the client, consider relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct, concepts of fairness and relevant industry best practices.
Publicity for IDR procedures We must in the initial correspondence with a client identify the Complaints Contact Person and Deputy Complaints Contact Person and provide their direct telephone contact number.
Providing Assistance to customers We must provide a written authority and instruction to the complaints contact person or deputy complaints contact person to provide such assistance to a client as may be reasonable on the circumstances to enable that client to make a complaint.
Data Collection If we are the subject of a client complaint, we must keep such data concerning the Client's complaint in such form and manner which will enable analysis according to:
a) type of complaintb) subject of complaintc) outcome of the complaintd) timeliness of response
To enable us to identify any systematical recurring problems, we must so far as practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by the client to have been breached. Subject to legal constraints including constraints as to defamation and privacy, we must make available data collected in respect of Client's complaints to the Australian Securities and Investments Commission.
Review We will review our Internal Disputes Resolution Procedures periodically, but at least every three (3) years to ensure that our complaints systems are operating in accordance with Regulatory requirements.
Contact Points The Complaints Contact Person for Silver Fern Finance is:
Mark Thomas Office: 08 6262 2439 Fax:08 6210 1606 Email: 12 8/100 Mill Point Road,South Perth.
If you are not completely satisfied with the resolution of you complaint, you are entitled to lodge your complaint with Credit Ombudsman Service Limited. Contact details for this service are as follows: Case Management TeamC-/Credit Ombudsman ServicePO Box A252Sydney South NSW 1235 Office:1800 138 422 Fax:02 9273 8440