1. About Emoney and how to contact us
Emoney Pty Ltd (ABN 61 079 790 364, ACN 079 790 364, Australian Credit Licence 386 494), trading as emoney Home Loans, operates a mortgage-broking and credit-assistance business and continues to administer aspects of a legacy loan book. Emoney is responsible for the personal information described in this policy. In this policy, 'Emoney', 'we', 'us' and 'our' refer to Emoney Pty Ltd and, where the context requires, people and service providers acting for us.
We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where they apply to our activities, Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code 2025. This policy is available free of charge, including in an alternative form on request where reasonably practicable.
Contact the Privacy Officer at privacy@emoneyfinance.com.au, call 13 SAVE (13 72 83), or write to Emoney Pty Ltd, PO Box 3485, Robina Town Centre QLD 4230. You may also use hello@emoneyhomeloans.com.au if the privacy address is unavailable.
2. Scope of this policy
This policy applies when you visit or use our website; use Quick Check, Emoney Assist, a calculator or another digital service; subscribe to updates; contact us; ask for broker assistance; apply for or use a credit-related service; act as an applicant, co-applicant, guarantor or representative; make a complaint; or otherwise deal with us as a customer, prospective customer, referrer, business contact, broker, contractor or job applicant.
A collection notice, privacy consent, Credit Guide, credit proposal disclosure, lender or mortgage-insurer consent, secure-portal notice or another document may give more specific information for a particular transaction. A transaction document may identify the applicable broker, credit representative, trust or other entity involved in that transaction. Those documents operate with this policy, are not replaced by it and govern the transaction to the extent of any inconsistency.
'Personal information' has the meaning given in the Privacy Act. It includes information or an opinion about an identified person, or a person who is reasonably identifiable, whether or not the information is true or recorded in material form. Credit information, credit eligibility information and sensitive information have the meanings given by applicable privacy law.
3. Personal information we may collect
Contact and identity information may include your name, date of birth, current and previous addresses, email address, telephone number, preferred contact method, signature, driver's licence, passport or other identity-verification information.
Website and enquiry information may include whether you are a new or existing customer; the kind of help you want; your timing and contact preference; broad property, deposit, loan, rate or repayment ranges; current-lender context; notes and form answers you choose to provide; referral, campaign and page-origin information; and records of calls, emails, appointments and customer-service interactions.
If you seek credit assistance, apply for credit, act as a guarantor or use a related service, we may collect information about your household, dependants, employment, business, income, expenses, assets, liabilities, bank accounts, transactions, property, loan purpose, credit history, repayment history, financial hardship, complaints and service relationship, together with documents reasonably needed for assessment, verification, administration or legal obligations.
Credit-related information may include identification details, consumer or commercial credit enquiries, account and repayment history, defaults, serious credit infringements, court judgments, insolvency information, publicly available information and information derived from a credit report, where collection is authorised by law.
Sensitive information may include health information or other information treated as sensitive under the Privacy Act. We collect it only where reasonably necessary for our functions and where you consent or another legal basis applies. We do not use government-related identifiers, such as a driver's licence number, as our own identifier and do not usually request tax file numbers. If a tax file number or unnecessary sensitive information is received, we take reasonable steps to restrict, redact, delete or otherwise handle it lawfully.
Technical and usage information may include IP address, approximate location derived from technical information, browser and device details, cookie or similar identifiers, pages viewed, links clicked, referral and campaign information, calculator interactions, contact clicks, form events, security logs and Emoney Assist events. Optional analytics and advertising technologies are not activated unless you select 'Allow analytics' in the site's privacy choices.
4. How we collect personal information
We usually collect personal information directly from you through website forms, Emoney Assist, email, telephone, meetings, applications, approved secure document pathways and instructions you give us.
We may also collect information from a co-applicant, guarantor or person you authorise; a broker, introducer or referral partner; your employer, accountant, lawyer, conveyancer, real-estate agent, referee or representative; a lender, credit provider, mortgage insurer, credit reporting body, valuer, identity or property-data provider; a CRM, aggregation or loan-processing platform; public registers; and service providers acting for us, where lawful and relevant.
You may browse general pages and use basic calculators without identifying yourself. You may also deal with us anonymously or by pseudonym where lawful and practicable. We will need accurate identity and contact information where it is impracticable to remain anonymous, including to respond personally, provide credit assistance, verify identity, comply with law or protect an account.
If you do not provide information we reasonably need, we may be unable to respond, arrange broker follow-up, provide a requested service, assess or progress an application, verify identity, administer an existing relationship or meet our legal obligations.
5. Why we collect, use and disclose personal information
We collect, hold, use and disclose personal information to respond to enquiries; provide general information; identify and understand your needs; route enquiries; arrange calls and appointments; operate Quick Check, Emoney Assist and other digital services; and prepare information for broker or customer-service follow-up.
Where you seek credit assistance or a related service, we may use information to verify identity; understand your objectives, financial situation and needs; make enquiries; assist with suitability and responsible-lending assessments; act in your best interests where required; compare, apply for, arrange, administer or review credit; communicate with lenders and other authorised parties; manage an existing or legacy service relationship; and keep the records required for those activities.
We also use and disclose information to manage consent and communication preferences; send service or marketing communications where permitted; handle hardship, complaints and disputes; prevent fraud, spam and misuse; maintain audit, security and business records; improve our website and services; conduct reporting and business planning; enforce our rights; comply with licence, legal and regulatory obligations; and respond to courts, regulators and law-enforcement agencies where required or permitted.
We may use de-identified or aggregated information for analytics, service improvement and business planning where the information is no longer reasonably capable of identifying you.
6. Who we may disclose personal information to
We may disclose personal information to Emoney staff, brokers, contractors and authorised representatives who need it for their role; a co-applicant, guarantor or representative you authorise; lenders, credit providers, funders and their related entities; credit reporting bodies where permitted; mortgage and title insurers; valuers, settlement agents, conveyancers, lawyers, accountants and other professional advisers; identity, fraud-prevention, document, e-signature, property-data and secure-portal providers; and debt-collection, hardship, complaint and external-dispute-resolution services where relevant.
We may also disclose information to providers that support our website, hosting, database, content management, email, communications, analytics, advertising, security, artificial intelligence and customer management. Broker and customer workflows may involve aggregation, CRM, loan-processing and lender systems. We review material providers and may give more specific information in a collection notice or on request where appropriate.
We may disclose information to regulators and public bodies such as ASIC, AUSTRAC, the ATO, the OAIC, AFCA, law-enforcement agencies, courts and tribunals where required or permitted; to a person needed to carry out your instructions; and to a prospective purchaser, investor or successor in connection with a genuine proposed sale, restructure or transfer of our business or assets, subject to appropriate confidentiality and privacy controls.
We do not sell personal information. We do not disclose personal information for unrelated third-party marketing without consent or another lawful basis.
7. Credit-related information
Emoney's current public business is mortgage broking and credit assistance. For older accounts, loan documents may describe Emoney as an originator, introducer or mortgage manager. Emoney may still help with matters such as statements, redraws, variations, payment arrangements, arrears support, discharges and historical records, depending on the lender arrangement. Emoney is not the lender, mortgagee or trustee under those legacy arrangements. When Emoney performs a task reasonably necessary to process an application for, or manage credit on behalf of, a lender, privacy law may treat Emoney as an agent credit provider for that specific task.
Emoney no longer supplies loan-account or repayment-conduct information to a credit reporting body and is not a comprehensive credit reporting participant. The lender for an account may report repayment conduct or other permitted credit information under its own processes and privacy notices.
With your consent, Emoney, an authorised broker, Connective or a lender application system may obtain a view-only consumer credit report or credit summary to assist with an application. The current broker consent process identifies Equifax, Experian and illion, and the service actually used may be described as Equifax or as an Experian/illion service. Some lender application systems may obtain an Equifax report after signed privacy consent. The applicable consent, lender notice or application will identify the purpose and the parties involved.
We may use credit-related information to verify identity; preliminarily assess or assist with an application; understand creditworthiness; administer, vary or review credit where our role permits; assist with hardship or avoiding default; obtain mortgage insurance; deal with complaints and legal obligations; and communicate with authorised lenders, credit providers, mortgage insurers, guarantors and service providers.
You can ask us to access or correct credit-related information we hold. You may also contact the relevant credit reporting body directly. If you believe you are, or may be, a victim of fraud, you may ask a credit reporting body to place a ban on disclosure of your credit report.
8. Emoney Assist and automated processing
Emoney Assist is an AI-supported website assistant. It provides general information, helps visitors navigate the site and can prepare an enquiry handoff for an Emoney broker. Messages, page context and selected actions may be processed by Emoney and by contracted AI or technology providers, including providers located outside Australia.
AI output can be incomplete, outdated or inaccurate. Emoney Assist does not provide credit approval, personal credit advice, a product or lender recommendation, live rates or guaranteed savings. Quick Check and Emoney Assist may create summaries, intent classifications or routing tags for staff. Those tools do not make a decision to approve or refuse credit, determine loan eligibility or replace the human and lender assessment required for credit assistance.
We may review chat content, summaries and system events for enquiry follow-up, service quality, safety, compliance and troubleshooting. We do not intentionally submit chat content to train a public AI model. Provider processing, safety review and retention are governed by the applicable commercial terms, settings and legal obligations.
Do not enter tax file numbers, bank passwords, one-time codes, full account numbers, identity documents, payslips, bank statements or other sensitive documents in Emoney Assist or a general website message. Use only a secure process confirmed by Emoney or your broker.
9. Cookies, local storage and optional analytics
The website uses necessary cookies, local or session storage and similar technologies for security, privacy choices, campaign attribution connected with an enquiry, interface preferences and core site functions. These technologies may operate without optional analytics consent where reasonably necessary to provide the service you request.
With your permission, Emoney may use third-party analytics, tag-management, advertising-measurement or product-analytics technologies to understand website use, measure campaign performance and improve services. Optional analytics and advertising tags are blocked until you select 'Allow analytics'. You can choose 'Necessary only' or reopen 'Privacy choices' in the footer at any time. Withdrawing permission stops future optional collection on this site, but does not automatically delete information already held by a provider.
We configure analytics to avoid sending raw form answers, chat messages, names, contact details, income, debt amounts, loan balances, passwords or uploaded documents. Session replay is disabled by default and should not operate on lead-capture or sensitive areas unless masking and privacy controls have been reviewed.
You can also control cookies through your browser. Blocking necessary storage may affect how the site works.
10. Direct marketing and communication preferences
Contact about an enquiry, application, account, complaint or requested service is different from optional marketing. We may send home-loan guides, review reminders, webinar information, offers or other marketing where you have consented, where you would reasonably expect it and the law permits it, or where another lawful basis applies.
Commercial electronic messages identify Emoney and provide a working unsubscribe method. You may opt out at any time by using that method or contacting us. We record suppression information so an unsubscribe applies to later automated campaigns, not only one message. We do not use sensitive information or credit eligibility information for direct marketing unless expressly permitted by law and supported by the required consent.
Marketing calls and messages must comply with the Spam Act 2003, the Do Not Call Register Act 2006 and applicable standards. A marketing opt-out does not prevent necessary service, security, legal, complaint or transaction-related communications.
11. Overseas processing and disclosure
Emoney uses personnel and service support in Australia and the Philippines. Connective and related broker-support services may involve personnel or processing in the Philippines, India or Nepal. Some lenders, insurers, technology providers and other service providers store or process information in Australia but may also access, disclose or process it overseas. Depending on the service and recipient, other likely countries or regions may include the United States, the United Kingdom, the European Union or European Economic Area, Canada, New Zealand, Singapore and other Asia-Pacific locations.
Our primary website database and dynamic website functions are configured in Australia, but global hosting, content delivery, support, email, analytics, artificial-intelligence and subprocessor arrangements can involve overseas access or processing. A lender, insurer or secure portal may identify additional locations in its own privacy notice.
Where APP 8 applies, we take reasonable steps in relation to an overseas recipient unless an exception applies. Provider locations and subprocessors can change. You may ask the Privacy Officer for more information about the likely location relevant to a particular service.
12. Data quality, security, retention and data breaches
We take reasonable steps to keep personal information accurate, up to date, complete and relevant for the way we use or disclose it. Please tell us when your information changes or if you believe it is inaccurate.
We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include encrypted transmission, access controls, role-based staff permissions, multi-factor authentication where available, audit records, server-side credentials, security monitoring, staff procedures, service-provider due diligence and approved secure document pathways.
No internet or storage system is completely secure. Do not send sensitive identity or financial documents through ordinary email, chat or a general website form unless we confirm that channel is appropriate.
We retain information for as long as reasonably needed for the purpose collected and for applicable credit, licence, taxation, anti-money-laundering, employment, complaint, dispute, fraud-prevention and legal recordkeeping requirements. Retention depends on the record and relationship. When information is no longer required, we take reasonable steps to destroy or de-identify it unless law or a permitted purpose requires continued retention.
We assess suspected data incidents under our incident-response process. If an eligible data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.
13. Access and correction
You may ask for access to personal information or credit-related information we hold about you and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact the Privacy Officer using section 1. We may verify your identity and authority before responding.
There is no charge to make an access or correction request. We may charge reasonable administrative costs for providing access where the law permits and will explain any proposed charge first. We will respond within the timeframe required by applicable law. If we refuse access or correction, we will give written reasons and available complaint options where required.
14. Privacy and credit-reporting complaints
Send a privacy or credit-reporting complaint to privacy@emoneyfinance.com.au or resolutions@emoneyfinance.com.au, call 13 SAVE (13 72 83), or write to the Privacy Officer, Emoney Pty Ltd, PO Box 3485, Robina Town Centre QLD 4230. Making a complaint is free. Explain what happened, the outcome you seek and how we can contact you.
We will record and investigate the complaint fairly. We normally acknowledge a privacy complaint within 7 days and aim to provide a written outcome within 30 days. If a different statutory timeframe applies, we will follow it. If a credit-reporting complaint cannot be resolved within 30 days, we will explain why and seek any extension required by law.
If you are not satisfied, you may contact the Australian Financial Complaints Authority at afca.org.au, info@afca.org.au, 1800 931 678, or GPO Box 3, Melbourne VIC 3001. You may also contact the Office of the Australian Information Commissioner at oaic.gov.au, 1300 363 992, or GPO Box 5288, Sydney NSW 2001. The OAIC will generally expect you to complain to us first.
15. Changes to this policy
We may update this policy when our services, providers, practices or legal obligations change. The current version and effective date will be published on this page. We may also notify affected people of a material change where appropriate.
This website is intended for adults seeking home-loan or related finance information. If a child has provided personal information, a parent or guardian may contact the Privacy Officer, subject to lawful recordkeeping and identity-verification requirements.