VOX Finance Pty Ltd ABN 76 644 225 507 (Credit Representative No. 517002), trading as VOXFIN (“VOXFIN”, “we”, “us” or “our”), is committed to protecting your privacy and keeping your personal and credit information secure.

VOXFIN is a credit representative of Finsure Finance and Insurance Pty Ltd ABN 72 068 153 926, Australian credit licence 384704 (“Finsure”, our “Licensee”). Smart Asset Lending Group Pty Ltd ABN 23 690 607 964 (Credit Representative No. 572979), trading as Smart Asset Lending, is a subsidiary of VOXFIN. We share a common standard of compliance, transparency and data integrity across our group.

This Privacy Policy explains how we collect, use, disclose, hold and protect your personal information and credit-related information in line with the Privacy Act 1988 (Cth) (Privacy Act), the Australian Privacy Principles (APPs), Part IIIA of the Privacy Act, and the Privacy (Credit Reporting) Code 2025 (CR Code). We also comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth) when we contact you.

We are a mortgage broking business. We provide credit assistance for:

• residential home loans, including first home buyer, upgrader, investment property and refinance loans;
• construction, land and vacant land loans, bridging loans and low doc home loans;
• commercial property, warehouse, property development, acreage and agribusiness finance;
• business loans; and
• asset finance, car loans and personal loans (including through our subsidiary, Smart Asset Lending).

1. Information We Collect and Hold

We only collect information that is reasonably necessary for our services and business activities.

Personal information

• Identity and contact details: your full name, current and previous addresses, date of birth, phone numbers and email address. We only ask for gender if a lender requires it.
• Personal circumstances: your marital or relationship status, number and ages of dependants, citizenship, residency and visa status, and whether you are a first home buyer. Lenders, lenders mortgage insurers and government schemes require this information to assess your eligibility.
• Verification documents: driver’s licence, passport, Medicare card, birth certificate or other government ID, which we need to verify your identity under lender requirements and, where applicable, the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
• Financial details: your employment history, payslips, income documents, tax returns and notices of assessment, bank statements, savings history, assets and liabilities, living expenses, existing home loan statements, and your loan goals, objectives and preferences.
• Property details: the property you want to buy, build on, refinance or offer as security, including contracts of sale, building contracts, council and planning documents, valuations, rates notices, rental appraisals, leases and title information.
• Business details (for business and commercial finance): ABN or ACN, business financial statements, BAS, trading history, and details of directors, partners, trustees, shareholders and guarantors, including trust deeds and company extracts.
• Tax file numbers: we do not ask for your TFN. Please black out your TFN on any tax return, notice of assessment or other document before you send it to us.

Sensitive information

We only collect sensitive information with your consent, or where the law requires or allows it. This may include:

• health information, for example if you apply for financial hardship assistance, insurance, or a lender needs to understand foreseeable changes to your circumstances;
• biometric information used for electronic identity verification, such as a selfie or liveness check; and
• criminal record information, where a lender requires it.

Credit information and credit eligibility information

We may collect and hold the following information, either from you or, with your consent, from credit reporting bodies (CRBs), lenders and other credit providers:

• identification information;
• consumer and commercial credit liability information, such as your current home loans, other loans, credit cards, buy now pay later accounts, limits, and the dates accounts were opened and closed;
• repayment history and financial hardship information;
• default information (overdue payments of $150 or more that are at least 60 days overdue) and payment information;
• information about new arrangements and serious credit infringements;
• court proceedings and personal insolvency information, and publicly available information about your creditworthiness;
• information requests made about you to CRBs;
• credit scores, assessments and other information derived from your credit report (credit eligibility information); and
• commercial credit reports and business credit information relating to companies, trusts, partnerships and guarantors.

We never use credit reporting information or credit eligibility information for direct marketing.

Information about other people

If you give us information about another person, you must have their consent and tell them about this Privacy Policy. This includes co-borrowers, guarantors, gifting parties (for example, family members providing a gift or security guarantee), directors, spouses, dependants and referees.

Anonymity and consequences of not providing information

You can make a general enquiry without identifying yourself, or by using a pseudonym. However, we cannot arrange finance without identifying you. If you do not give us the information we ask for, we may not be able to assess your situation, meet our best interests and responsible lending obligations, submit your application, or help you at all.

2. How We Collect Your Information

Wherever it is reasonable and practical, we collect information directly from you, including when you:

• fill in contact forms, call-back requests, borrowing power or repayment calculators, quote requests or online fact finds and applications on our website;
• book an appointment, or meet with us in person, by phone or by video call;
• subscribe to newsletters or take part in promotions;
• speak with us by phone, email, SMS or social media messaging; or
• provide documents, including bank statements through secure open banking or bank statement retrieval services, or through our secure document portal.

Collection from third parties

We may also collect information about you from:

• our Licensee, Finsure, and its systems;
• our subsidiary, Smart Asset Lending, and other related bodies corporate;
• CRBs, when you have authorised us to obtain your credit report;
• banks, lenders, lenders mortgage insurers and other credit providers on our panel;
• valuers and property data providers;
• your authorised representatives, such as your accountant, financial adviser, lawyer, conveyancer, settlement agent, buyer’s agent or another broker;
• real estate agents, builders and developers involved in your property transaction;
• your employer, to verify your employment and income;
• open banking, bank statement retrieval and identity verification providers;
• referrers and introducers who pass your enquiry to us; and
• publicly available sources, such as ASIC, ABN Lookup, land titles registries, PPSR and court records.

If we receive information about you that we did not ask for, we will decide whether we could have lawfully collected it. If not, we will destroy or de-identify it where it is lawful and reasonable to do so.

3. How We Use and Disclose Your Information

Finance assessment and lender matching

We collect, use and disclose your information to:

• understand your requirements and objectives, assess your financial situation, and work out which loans may be in your best interests and not unsuitable for you, as required by the National Consumer Credit Protection Act 2009 (Cth);
• compare loan products and obtain quotes, indicative offers, pre-approvals and formal approvals;
• arrange property valuations and, where needed, lenders mortgage insurance;
• help you apply for government schemes, such as the Australian Government Home Guarantee Scheme and state first home owner grants or concessions, where you are eligible;
• submit and manage your applications through to settlement; and
• support you after settlement, including loan reviews, rate negotiations, refinancing and loan variations.

To do this, we may disclose your information to:

• banks, non-bank lenders, credit unions, mutual banks and private lenders;
• conforming and non-conforming (specialist) lenders;
• commercial, development and asset financiers;
• lenders mortgage insurers;
• valuers;
• Housing Australia, participating lenders and state revenue offices for government home buyer schemes; and
• other funding partners we reasonably believe may suit your circumstances.

Each lender and insurer will handle your information under its own privacy policy and credit reporting policy.

Other purposes

We also use and disclose your information to:

• verify your identity and meet our obligations under credit, AML/CTF and other laws;
• keep records, including the records we must keep to show we acted in your best interests, manage complaints and meet our obligations as a credit representative;
• allow our Licensee to supervise, monitor and audit our credit activities;
• give the referrer or introducer who referred you updates on the status of your application, and pay them any referral fees, commissions or other agreed remuneration where permitted by law and disclosed to you;
• Referrers and introducers are independent businesses and are not employees, agents, representatives or authorised spokespersons of VOXFIN unless expressly stated otherwise in writing. VOXFIN is not responsible for any advice, representations, recommendations or statements made by a referrer or introducer outside the scope of services provided by VOXFIN;
• coordinate settlement with your conveyancer, solicitor, real estate agent or builder, where you ask us to;
• improve our website, services and customer experience; and
• market to you, as described in Section 7.

By submitting an enquiry, fact find, application, calculator request, quote request or contact form, you authorise VOXFIN to assess your information and disclose it to relevant lenders, insurers, valuers and service providers for the purpose of obtaining finance.

You warrant that any information and documents you provide to us are true, accurate, complete and not misleading to the best of your knowledge. You acknowledge that VOXFIN relies on information supplied by you and your authorised representatives when assessing and presenting finance options.

We may collect, use, retain and disclose personal information where reasonably necessary to establish, exercise or defend legal claims, investigate suspected fraud, misconduct or unlawful activity, protect the rights, property or safety of VOXFIN, our directors, employees, contractors, credit representatives, customers or third parties, or comply with legal and regulatory obligations.

4. Who We Disclose Information To

As well as the lenders, insurers and funders listed in Section 3, we may disclose your information to:

• our Licensee and aggregator, Finsure Finance and Insurance Pty Ltd, and any associated entities involved in compliance, supervision, audit or dispute resolution processes;
• CRBs (see Section 6);
• guarantors, prospective guarantors and gifting parties, where this is relevant to the application;
• Smart Asset Lending and other related bodies corporate, so that we can deliver our services consistently, including if you need asset or vehicle finance;
• your conveyancer, solicitor, settlement agent, real estate agent, buyer’s agent, builder or financial adviser, where you ask or authorise us to;
• service providers, including CRM, technology, cloud hosting, loan processing, open banking, identity verification, electronic signature, call recording, marketing and SMS providers, as well as compliance consultants, lawyers, accountants and auditors;
• your authorised representatives; and
• regulators (including ASIC), courts, tribunals, AFCA and law enforcement agencies, where the law requires or allows it.

We do not sell, rent or trade your personal information.

Where information is disclosed to external service providers, lenders, insurers or other third parties in accordance with this Privacy Policy, those parties are responsible for their own privacy and security obligations. VOXFIN is not responsible for the privacy practices or security controls of third parties except to the extent required by law.

5. Overseas Disclosure

We mainly store and process information in Australia. However, some of our service providers store or process information overseas, including our CRM, cloud hosting, email and SMS platforms, and advertising platforms such as Google and Meta. Countries where your information is likely to be disclosed include the United States and other countries where our service providers or their data centres are located. You can contact our Privacy Officer for a current list.

Before we disclose information overseas, we take reasonable steps to make sure the recipient handles it in line with the APPs. We do not disclose credit eligibility information overseas unless Part IIIA of the Privacy Act permits it.

6. Credit Reporting Bodies

With your consent, we may obtain your credit report from the following CRBs, or a lender may do so on your behalf:

• Equifax Pty Ltd: www.equifax.com.au | 13 8332
• Experian Australia Credit Services Pty Ltd: www.experian.com.au | 1300 783 684
• illion Australia Pty Ltd: www.illion.com.au | 13 23 33

Each CRB has a policy on how it manages credit reporting information, which you can find on its website. You have the right to:

• ask a CRB not to use your information for pre-screening of direct marketing by credit providers; and
• ask a CRB not to use or disclose your credit reporting information for 21 days (a “ban period”) if you believe you have been, or are likely to be, a victim of fraud, including identity fraud.

7. Direct Marketing and Future Communications

If you have consented, VOXFIN and our subsidiary Smart Asset Lending may contact you by email, SMS, phone, social media and digital advertising about:

• special offers and promotional campaigns;
• home loan reviews, refinance opportunities, fixed rate expiry reminders, new products and interest rate updates; and
• customer surveys, property market updates and finance-related news.

Subject always to your consent preferences and applicable law, this may happen whether you become a customer, settle a loan with us, or only asked for a quote, made an enquiry or started an application without finishing it.

How we get your consent

We ask for your marketing consent separately. On our website, this is an optional checkbox. On the phone or in a meeting, we ask you directly. We keep a record of your consent.

Where the law allows, we may also rely on consent that can reasonably be inferred from an existing customer relationship with you.

Every marketing email and SMS we send will identify us and include a simple way to unsubscribe. We will process unsubscribe requests within 5 working days. We do not make telemarketing calls to numbers on the Do Not Call Register unless you have consented, and we only call within permitted hours.

You can opt out of marketing at any time by:

• clicking “unsubscribe” in an email;
• replying STOP to an SMS;
• telling us during a call; or
• contacting our Privacy Officer.

If you opt out of marketing, we will still contact you about your application, your loan or our existing services to you. You can also ask us where we obtained your information, and we will tell you unless that is impracticable or unreasonable.

We never use credit reporting information or credit eligibility information for marketing.

8. Website, Cookies, Analytics and Advertising

When you visit our website, we and our technology partners may collect information such as your IP address, device and browser type, the pages you visit and how you interact with our site. We do this using cookies, analytics tools (such as Google Analytics), advertising pixels (such as the Meta Pixel), session recording tools and other marketing technologies. We use this information to analyse website traffic, improve your experience, measure our marketing and show you relevant or remarketing advertisements.

We may also upload your email address or phone number in hashed (encrypted) form to advertising platforms, so that we can show you relevant ads or exclude you from ads. Our session recording tools are set up to mask the information you type into forms and calculators.

You can manage cookies through your browser settings, opt out of personalised advertising through the Google and Meta advertising settings, or ask us not to include you in customer audience matching.

Fraud Prevention and Cyber Security

• While VOXFIN takes reasonable steps to protect information transmitted electronically, no method of transmission over the internet or electronic storage system can be guaranteed completely secure.
• Clients should exercise caution when sending information electronically and notify us immediately if they believe their communications or accounts have been compromised.
• VOXFIN will never change payment instructions solely by email. Clients should independently verify any payment instructions by telephone before transferring funds.

9. Automated Decision-Making

We use computer programs to help us with some tasks, such as:

• analysing bank statements to calculate income and expenses;
• calculating borrowing capacity and serviceability using lender calculators;
• filtering lender policies and comparing loan products to match your application with suitable lenders;
• scoring or triaging enquiries; and
• tools that help summarise and check documents.

These tools use the following information about you: identity and contact details, financial and bank statement data, credit information, and details of the property or asset you want to finance.

We may use artificial intelligence tools to assist with document review, information extraction, enquiry triage and internal administration. These tools assist our staff and do not make final lending decisions or recommendations. Some artificial intelligence and automated processing tools may be provided by third-party technology providers who process information on our behalf. These tools assist with administration and assessment activities only. Human review is undertaken before recommendations are provided or applications are submitted.

Our brokers review the results before we make a recommendation to you or submit your application. Your lender makes the final credit decision and may use its own automated systems.

If you have concerns about an automated decision, please contact our Privacy Officer.

10. Security, Storage and Retention

We protect your information from misuse, interference, loss, and unauthorised access, change or disclosure. Our measures include encryption, access controls based on staff roles, multi-factor authentication, secure document portals and staff training.

We generally keep application, best interests duty and credit records for at least 7 years, as required by credit and other laws and our Licensee’s requirements. When we no longer need information, we securely destroy or de-identify it. We delete or de-identify credit eligibility information when Part IIIA of the Privacy Act requires us to. We may retain information for longer periods where reasonably necessary to comply with legal obligations, respond to complaints, resolve disputes, defend legal claims, satisfy regulatory requirements or protect our legitimate business interests.

We may retain information provided through enquiries, quote requests, calculators, call-back requests and incomplete applications for business administration, compliance, analytics, future customer engagement and marketing purposes, unless you ask us not to or retention is prohibited by law.

Protecting Staff

All employees, directors, contractors, credit representatives and authorised service providers engaged by VOXFIN are subject to confidentiality and privacy obligations and are only given access to information required to perform their duties.

Data breaches

If we suspect a data breach, we will assess it promptly and notify our Licensee. If it is an eligible data breach under the Notifiable Data Breaches scheme, we will notify the affected individuals and the OAIC.

Telephone recordings

We may record calls for training, quality assurance, compliance, verification and dispute resolution. Call recordings may be retained and used as evidence for compliance, dispute resolution, complaint handling, fraud prevention and legal proceedings where permitted by law. We will tell you at the start of a call if it is being recorded.

Electronic signatures and digital applications

We may use electronic signatures, electronic identity verification and digital application systems to process applications.

11. Accessing Your Information

You can ask us for access to the personal information and credit eligibility information we hold about you.

We will respond within a reasonable time, usually within 30 days.

There is no charge to make a request. We may charge a reasonable fee for providing access to personal information, and we will tell you about any fee in advance.

If we refuse access, we will tell you why in writing and explain how you can complain.

12. Correcting Your Information

If you believe the information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, you can ask us to correct it.

There is no charge for corrections.

For credit information, we will try to resolve your request within 30 days. If we need more time, we will ask you to agree to it in writing.

If we correct credit information, we will notify anyone we previously disclosed it to, where the law requires it.

If we do not correct the information, we will tell you why in writing.

13. Complaints

If you believe we have breached the APPs, Part IIIA of the Privacy Act, the CR Code or this Privacy Policy, please contact our Privacy Officer.

For credit-related complaints, we will acknowledge your complaint within 7 days.

We aim to resolve all complaints within 30 days. If we need more time for a credit-related complaint, we will ask for your written agreement.

If we need to, we may consult a CRB, credit provider or our Licensee about your complaint.

Nothing in this Privacy Policy limits VOXFIN’s rights to respond to complaints, disputes, investigations or legal proceedings using records lawfully retained under this Privacy Policy.

How to contact our Privacy Officer

Privacy Officer
Vox Finance Pty Ltd (trading as VOXFIN)
Email: info@voxfin.com.au
Phone: 03 7065 2000
Post: C5, Level 1, 2 Main Street, Point Cook VIC 3030

Our Licensee

Finsure Finance and Insurance Pty Ltd, Australian credit licence 384704
Level 27, 10 Carrington Street, Sydney NSW 2000
Phone: 1300 346 787 | Email: admin@finsure.com.au

External escalation

If you are not satisfied with our response, you can contact:

Australian Financial Complaints Authority (AFCA). Our AFCA membership number is [ 79385 ].
Website: www.afca.org.au | Phone: 1800 931 678 | Post: GPO Box 3, Melbourne VIC 3001

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au | Phone: 1300 363 992

14. Minors

Our services are not directed to people under 18, and we do not knowingly collect information from them for credit purposes.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be published on our website. You can ask us for a free copy in another format, such as hard copy.

16. Acknowledgement

By submitting information to VOXFIN through our website, applications, fact finds, enquiry forms, calculators, appointments, emails, telephone calls or other communications, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, storage and disclosure of your information as described in this Privacy Policy, to the extent permitted by law.

You confirm that information provided by you is accurate and that you have authority to provide any information relating to other individuals referenced in your application or enquiry. We will ask for your specific consent where the law requires it, including for credit checks, sensitive information and marketing communications.

This Privacy Policy should be read together with our Credit Guide, Credit Proposal Disclosure Document, Website Terms of Use and any other disclosure documents provided to you.

Last updated: 3 November 2026