Privacy Policy

Who are we?

In this policy, 'we', 'us' and 'our' refers to BetterLend Mortgage Corporation Pty Ltd ABN 32 666 834 073, Credit Representative Number 530790 of BLSSA Pty Ltd ABN 69 117 651 760, Australian Credit Licence 391237.

This privacy policy relates to our management of personal information about borrowers and consumers, including your personal information collected in connection with a credit application, or a credit facility. It also applies to personal information we collect in connection with commercial, business, construction, development, SMSF and bridging finance, and to information collected through our website at www.betterlend.com.au (Site) and the online calculators, enquiry forms and booking tools available on it.

Our commitment to protect your privacy

We understand how important it is to protect your personal information. This document sets out our policy on how we collect and manage personal information we hold about you and what we do with that information.

It is important to us that you are confident that any personal information we hold about you will be treated in a way which ensures protection of your personal information in accordance with law.

Our commitment in respect of personal information is to abide by the Australian Privacy Principles (as set out in the Privacy Act 1988 (Cth)), and any other applicable law.

What is personal information?

When used in this privacy policy, the term "personal information" has the meaning given to it in the Privacy Act. In general terms, it is any information that can be used to personally identify you. This may include your name, address, telephone number, email address and profession or occupation. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.

How do we collect your personal information?

If you deal with us directly, we generally collect personal information directly from you, such as in person, on the phone or electronically. This includes your interaction with our website, our online calculators and application functionalities, and our social media channels.

We may also collect your personal information in other ways, including:

from your joint applicants, co-applicants or guarantors or proposed guarantor;
from the loan applicant if you are the guarantor or proposed guarantor;
from your employer, real estate agent or other referees;
from third parties such as social media platforms, marketing websites, related companies, credit reporting bodies, lenders, law enforcement agencies, other government entities and identity verification service providers;
from your representatives, e.g. solicitors, accountants, conveyancers, builders, agents;
from referral partners, including real estate agents, buyers' agents, builders, developers, accountants and financial planners, who refer you to us;
from valuers, quantity surveyors and building consultants, in construction and development matters;
from bank statement and transaction data retrieval services, where you authorise their use; and
when legally required to do so — for example, in the provision of specific credit services.

We may collect credit reporting information and credit eligibility information about you from credit reporting bodies and credit providers respectively if you expressly authorise us to do so in writing as part of us providing you with credit assistance services.

What personal information do we collect and hold?

We may collect the following types of personal information:

your name, date of birth, qualifications and any other information and documents used to verify your identity;
your contact details such as physical address, email address and telephone number;
your credit information and financial information including your tax file number and bank account, superannuation or insurance policy information, credit reports from credit reporting bodies, income and expenses, assets and liabilities and credit and loan repayment history including any defaults;
other information that you may submit as part of an application for finance, such as the age and number of your dependents and cohabitants, length of time at current address, your employment details and proof of earnings and expenses;
where your application involves a company, trust, partnership or self managed superannuation fund, information about that entity and about its directors, shareholders, trustees, members, beneficiaries and guarantors;
where your application involves construction or development, information about the proposed works, contracts, builders, costings, progress payments and project feasibility;
information about loans and finance products that relate to you, including transactional information, audits, investigation, complaints or enquiries relating to such loans and finance products;
additional information relating to you that you provide to us, whether directly through our websites, or indirectly through use of our websites or online presence;
information you provide to us through our contact centre, online calculators, enquiry forms, booking tools or customer surveys; and
technical information about your use of our Site, including your IP address, device and browser type, the pages you view, the source from which you arrived and information collected through cookies and similar technologies.

Some of the personal information we collect about you may be sensitive information, such as:

information relating to your memberships in trade or professional associations or trade unions;
your criminal record; and
your health information.

We collect sensitive information only where it is reasonably necessary for our functions or activities and you consent, or where the collection is required or authorised by law. We will tell you why we need it at the time we ask for it, and you may decline to provide it.

If you give us information about another person

If you give us personal information about another person — for example a co-applicant, guarantor, spouse, accountant, solicitor, trustee, beneficiary or referee — you confirm that you are authorised to provide it, and that you have told that person that their information has been given to us, who we are, how to contact us, and that this privacy policy is available at www.betterlend.com.au/privacy-policy.

Our online calculators and enquiry tools

Our Site provides calculators, eligibility checkers, quote request forms, document checklists and appointment booking tools (Online Tools). Please read this section before using them.

What our Online Tools collect

Depending on the tool, we may collect:

the financial details you enter, such as income, expenses, existing debts and repayments, credit card limits, dependants, deposit or equity, property value and purchase price, loan amount, interest rate, loan term, repayment type, state, property and borrower type, employment or self-employment status, SMSF balances, and construction costs and stages;
the contact details you provide in order to receive, save or be sent your results, such as your name, email address, telephone number, postcode and preferred contact time;
technical information, such as your IP address, device and browser details, the date and time of use, the page you arrived from, and the advertising campaign or referral source; and
partial or incomplete entries. Where a tool saves your progress or submits information as you enter it, we may collect and keep what you have entered even if you do not complete or submit the tool.

Why we collect it

We collect, hold, use and disclose information you enter into our Online Tools to:

generate and display the result you asked for;
send you your result, or a related report or checklist, by email or SMS where you ask us to;
assess at a high level whether we may be able to assist you, and prepare for an initial conversation;
contact you about your enquiry, including by telephone, email and SMS;
pre-populate a fact find or application if you go on to engage us, so you do not need to enter the same information twice;
create and maintain a record of your enquiry in our systems and in MyCRM;
improve, test, secure and troubleshoot our Site and Online Tools;
produce aggregated and de-identified statistics, which do not identify you;
send you direct marketing, where you have consented (see Direct marketing below); and
meet our record keeping, compliance, audit and dispute resolution obligations.

We may also link the information you submit through an Online Tool to information collected by cookies on our Site, including advertising identifiers, so that we can measure and improve our advertising.

Providing your contact details is voluntary

You can use the calculation function of our Online Tools without giving us your contact details, unless the tool says otherwise.

If you do give us your contact details through an Online Tool, you agree that we may contact you about that enquiry by the means you have provided, including by telephone, email and SMS, and that we may collect, hold, use and disclose the information you entered for the purposes set out above.

Agreeing to receive marketing is not a condition of getting your result. We will give you your calculation result whether or not you opt in to marketing.

Your results are estimates only

Results generated by our Online Tools:

are estimates only, based on the information you enter and on assumptions we have selected, which may not reflect your circumstances;
are not credit assistance, a credit quote, a recommendation, a pre-approval, an approval in principle, or an offer of credit;
do not take into account your objectives, requirements, financial situation or priorities;
are not a substitute for a lender's own assessment under its credit policy; and
may change without notice as interest rates, lender policies, government charges and assumptions change.

You should not act on a result from an Online Tool without speaking to us or another appropriately licensed adviser.

How long we keep it

If you become a client, information you submitted through an Online Tool forms part of your client file and is kept for the period set out in How long do we keep your personal information? below. If you do not become a client, we keep it for [INSERT PERIOD] from your last contact with us, after which we delete or de-identify it, unless you have asked to stay on our marketing list or we are required to keep it.

You can ask us to delete information you have submitted through an Online Tool at any time — see Contacting us.

Cookies and website analytics

Our Site uses cookies, pixels, tags and similar technologies to operate the Site, remember your preferences, measure how the Site is used, and deliver and measure our advertising. These fall into four categories:

| Type | Purpose |

|---|---|

| Strictly necessary | Enable core Site and Online Tool functionality and security |

| Functional | Remember your preferences and partially completed tool entries |

| Analytics | Help us understand how the Site and Online Tools are used |

| Advertising | Deliver and measure our advertising, including retargeting |

Where required, our Site presents a cookie consent tool that lets you accept or reject non-essential cookies and change your choice at any time. You can also block or delete cookies through your browser settings, although blocking strictly necessary cookies may stop parts of the Site and some Online Tools from working.

You can opt out of Google Analytics at tools.google.com/dlpage/gaoptout, and manage advertising preferences at adssettings.google.com, facebook.com/adpreferences and youronlinechoices.com.au.

For what purpose do we collect your personal information

We collect (and hold, use and disclose) your personal information for a number of purposes:

carrying on our business and providing our products and services (including credit assistance to you);
managing our relationship with you and to communicate with you;
giving you information about loan products or related services;
considering whether you are eligible for a loan, lease or other finance product or any related service you requested;
assisting you to prepare an application for a loan, lease or other finance product;
generating results through our Online Tools and responding to enquiries you make through them;
conducting business processing and administrative functions;
performing our obligations to third parties involved in your loan or lease product (such as lenders and financiers), so as to assist them in assessing your application or managing their relationship with you;
referring you to providers of insurance and other services (such as moving utility connections);
managing our risks (such as fraud investigation and prevention) and meeting our legal and regulatory obligations;
complying with our obligations to the Australian Credit Licence holder that authorises us, and to our aggregator, including file reviews, audits, supervision and quality assurance;
where permitted by law, for the purposes of direct marketing and offering you other products and services; and
complying with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country.

If you do not provide us with the personal information or allow us to collect your personal information, some or all of the following may happen:

we may not be able to provide our products and services to you, either to the same standard or at all;
we may not be able to perform our obligations to lenders or financiers, and in turn it means your application for finance may not be able to be processed;
we may not be able to provide you with information about products and services that you may want, including information about special promotions;
we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful.

Credit reporting information

We are not a credit reporting body, and we do not report your repayment history, defaults or other credit information to credit reporting bodies.

With your written consent, we or a lender may obtain a credit report about you from a credit reporting body such as Equifax, Experian or illion. A lender may also give us credit eligibility information about you in connection with your application.

Where we receive credit reporting information or credit eligibility information in connection with consumer credit, we handle it in accordance with Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code 2024, in addition to the Australian Privacy Principles. In particular, we use and disclose it only for permitted purposes connected with assisting you to obtain credit, we do not use it for direct marketing, and we do not disclose it to a credit reporting body.

You may ask us for access to the credit information we hold about you, and we will not charge you for access to credit eligibility information. You may also contact a credit reporting body directly to obtain your credit report, to request a correction, or to place a ban period on your credit report if you believe you have been or may be a victim of fraud.

To whom do we disclose your personal information?

We may disclose your personal information:

to the aggregator through whom we may submit loan or lease applications to lenders or lessors on the aggregator's panel, being the LMG group of companies, including Loan Market Group Pty Ltd, Loan Market Pty Ltd, LMG Broker Services Pty Ltd, MyCRM Pty Limited and Finance & Systems Technology Pty Ltd;
to the Australian Credit Licence holder that authorises us to engage in credit activities, being BLSSA Pty Ltd ABN 69 117 651 760, Australian Credit Licence 391237;
to Partnership Finance Group, as our parent company, for group administration, compliance oversight and reporting;
to industry bodies, valuers, quantity surveyors, your employers, referees, identity verification services or credit reporting agencies;
to prospective or actual lenders, lessors, mortgage insurers or other intermediaries in relation to your finance requirements;
to service providers, agents, contractors and advisers that assist us to conduct our business, including our website, form, calculator, booking, telephony, email marketing, e-signature, document collection and accounting providers;
to associated businesses that may want to market products to you;
to companies that host our ICT infrastructure, or provide cloud services that we use to hold or process your personal information;
to anybody who represents you, such as finance brokers, real estate agents, conveyancers, lawyers and accountants;
to your guarantors or prospective guarantors;
to auditors, law enforcement agencies and regulators;
to anyone, where you have provided us consent;
where we are required to do so by law, such as under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth); or
to investors, agents or advisers, or any entity that has an interest in our business, including a prospective purchaser of our business or loan book and their advisers.

We require our service providers, by contract, to handle your personal information consistently with this privacy policy and the Privacy Act, and to use it only for the purposes for which we disclose it.

Do we disclose your personal information to anyone outside Australia?

We may disclose personal information to our related bodies corporate and third party suppliers and service providers located overseas for some of the purposes listed above. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.

We do not use offshore or outsourced staff to process your information. However, some of the recipients and systems hosting your personal information may be located outside Australia, including New Zealand, the Philippines, India, the United States of America and the European Union. Our aggregator, LMG, has disclosed that it may transfer personal information to recipients in those locations.

Your personal information may be stored in cloud servers located outside of Australia. As such, information, electronic or networked, can be accessed remotely. It is not always practicable to know which country your information may be held or accessed.

Automated Decision Making

We may use computer systems to support us in providing our services to you, based on personal information we collected from you or obtained from other sources on your behalf.

These computer systems use your personal information to evaluate your personal circumstances to filter and better identify products which may be suitable or available to you, to support us in deciding which products to recommend or make available to you, based on your needs and eligibility criteria of the different products. We, and not the system, will make the decision as to which products will be recommended or made available to you.

In addition to MyCRM, we use software with artificial intelligence features to help us draft correspondence, summarise and review documents, and categorise bank transaction information. Where we do:

we use business-grade services under contractual terms that do not permit your information to be used to train the provider's general models;
these tools do not make decisions about you, and are not used to score, rank or screen you; and
a qualified person reviews the output before it is relied on or sent to you.

We do not make any decision that could reasonably be expected to significantly affect your rights or interests solely by automated means. The kinds of personal information used in the operation of these computer systems include your income and employment information, expenses and commitments, existing debts and repayments, assets, deposit and equity, dependants and household composition, credit history where obtained, property value, type and location, loan amount, term, purpose and repayment type, and, in SMSF and commercial matters, fund or entity financial information. The final decision on any application for credit is made by the lender.

If you believe an automated tool has produced a result about you that is wrong, please contact us and we will review it and explain how it was produced.

Direct marketing

From time to time we may use your personal information 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 whom we are associated.

We will only send you direct marketing where you have consented — for example by ticking the marketing consent box on one of our Online Tools or subscribing to our newsletter — or where you are an existing or former client and would reasonably expect us to contact you about similar services. We do not use sensitive information for direct marketing without your consent, and we do not use credit eligibility information for direct marketing.

If you do not wish to receive marketing information from us, you may at any time decline to receive such information by emailing [INSERT PRIVACY EMAIL], by calling [INSERT PHONE], or by replying STOP to any marketing SMS. If the direct marketing is by email 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, and in any event within five business days as required by the Spam Act 2003 (Cth).

Opting out of marketing will not stop us sending you communications about a loan or application we are handling for you.

If you ask us, we will tell you where we obtained your information, unless it is impracticable or unreasonable to do so.

Updating and accessing 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 (refer to the "Contacting us" section below). We will generally rely on you to ensure the information we hold about you is accurate or complete.

Requesting access to your personal information

You have rights under the Privacy Act to request access to the personal information we hold about you. You may request access to any of the personal information we hold about you at any time. Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you).

We will not charge for simply making the request and will not charge for making any corrections to your personal information. We will not charge for access to credit eligibility information.

Depending on the type of request that you make we may respond to your request immediately, otherwise we usually respond to you within 30 days of receiving your request.

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

An explanation will be provided to you if we deny you access to the personal information we hold about you.

Correcting your personal information

If any of the personal information we hold about you is incorrect, inaccurate or out of date you may request that we correct the information. If appropriate we will correct the personal information at the time of the request, otherwise, we will provide an initial response to you within seven days of receiving your request. Where reasonable, and after our investigation, we will provide you with details about whether we have corrected the personal information within 30 days.

We may need to consult with other entities as part of our investigation.

If we refuse to correct personal information we will provide you with our reasons for not correcting the information and at your request we will take reasonable steps to add a note to the personal information stating that you disagree with it.

Deleting your personal information

You may ask us to delete personal information we hold about you. We will do so where we are not required to keep it. In many cases we will be required to keep your information for the periods set out below, in which case we will tell you why we cannot delete it, and we will limit our use of that information to the purposes for which we are required to keep it.

Using government identifiers

If we collect government identifiers, such as your tax file number, we do not use or disclose this information other than required by law. We do not adopt any government identifier as our identifier of you.

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, or if you use one of our Online Tools without entering your contact details.

How safe and secure is your personal information that we hold?

As our website is linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online. We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet.

We will otherwise take reasonable steps to protect your personal information 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. Those steps include encryption of information in transit, multi-factor authentication on our business systems, role-based access controls, device management and endpoint protection across our Microsoft 365 environment, secure document upload facilities, staff training and confidentiality obligations, and contractual security obligations on our service providers.

If you are sending us sensitive documents, please ask us for a secure upload link rather than sending them by email.

How long do we keep your personal information?

We keep your personal information for as long as it is needed for the purposes described in this privacy policy, or for as long as the law requires us to keep it.

| Information | How long we keep it |

|---|---|

| Client files and credit assistance records, including fact finds, preliminary assessments, credit guides, applications and supporting documents | At least 7 years from the later of the date we provided the credit assistance and the date the credit contract ended, as required under the National Consumer Credit Protection Act 2009 (Cth) and by our licensee and aggregator |

| Records relating to a complaint or dispute | At least 7 years from resolution |

| Commercial and business finance files | At least 7 years from the end of the engagement |

| Marketing list information | Until you unsubscribe, after which we keep a suppression record so that we do not contact you again |

| Website analytics information

| Aggregated or de-identified information | Indefinitely, as it no longer identifies you |

When your personal information is no longer needed for any purpose for which it may be used or disclosed, and we are not required by law or a court or tribunal order to keep it, we take reasonable steps to destroy it or de-identify it securely.

Data breaches

We maintain a data breach response plan. If we suspect a data breach, we will act promptly to contain and assess it.

If we have reasonable grounds to believe an eligible data breach has occurred — that is, unauthorised access to, unauthorised disclosure of, or loss of personal information that is likely to result in serious harm, and we have not been able to prevent that harm through remedial action — we will notify the Office of the Australian Information Commissioner and affected individuals as soon as practicable, as required by the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act. Where a breach involves credit reporting information, we will also comply with the additional obligations in Part IIIA.

Complaints

If you are dissatisfied with how we have dealt with your personal information, or you have a complaint about our compliance with the Privacy Act, you may contact our privacy officer as set out below. We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint.

We will typically acknowledge your complaint within seven days. We will usually provide you with a decision on your complaint within 30 days. If we need more time, we will let you know.

If you are dissatisfied with our response to your complaint, you may escalate it:

For complaints about our credit activities, or our handling of credit-related personal information:

Australian Financial Complaints Authority (AFCA)

GPO Box 3, Melbourne VIC 3001

1800 931 678 (free call) — info@afca.org.au — www.afca.org.au

Our AFCA membership number: 45396

For complaints about our handling of personal information generally:

Office of the Australian Information Commissioner

www.oaic.gov.au or 1300 363 992

Contacting us

If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy, or wish to request access to or correction or deletion of your personal information, you may contact us as follows:

Privacy Officer

BetterLend Mortgage Corporation Pty Ltd ABN 32 666 834 073

98 Caravan Head Rd Oyster Bay NSW 2225

luke@betterlend.com.au

+61 417 432 504

Changes to our privacy policy

We may revise this privacy policy from time to time to reflect changes to the law or market practice. When we make changes to our privacy policy, they are reflected on this page. To the extent permitted by law, any revised privacy policy will apply both to information we already have about you at the time of the change, and any personal information collected after the change takes effect. We encourage you to periodically re-read this privacy policy, to see if there have been any changes to our policies that may affect you.

Last updated: 22 September 2026