one direct

privacy policy

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About this security and privacy statement

This security and privacy statement applies to this website which is operated on behalf of one direct ("one direct") under the domain name "www.onedirect.com.au" ("one direct website"). References to "we" or "us" in this security and privacy statement mean one direct and Australia and New Zealand Banking Group Limited (ANZ) and its related bodies corporate.

This security and privacy statement may also apply to services offered by one direct on websites hosted by third parties. If so, express reference to this security and privacy statement will be made on those websites.

We understand and appreciate that you, as a one direct web site visitor, are concerned about your privacy and about the confidentiality and security of information we may gain about you online. We are committed to protecting your privacy. This one direct security and privacy statement explains how your personal information will be treated as you access and interact with the one direct web site.

As the one direct web site develops and as technology evolves, we will continue to strive to provide you with better and more customised services and with a more effective web site. We encourage you to review the security and privacy statement periodically because the security and privacy statement may change from time to time.

The one direct privacy policy explains how we generally protect your privacy and confidentiality. The principles set out in the one direct privacy policy also apply to one direct web sites.

In addition to the provisions of this security and privacy statement, there may also be specific and additional privacy provisions which apply to certain sections of the one direct web site. Because those specific and additional provisions also relate to your privacy protection, you should review them wherever they are accessible by you on the one direct web site. In the event of any inconsistency between the provisions of this security and privacy statement and those other specific and additional provisions, the specific and additional provisions will prevail.

Security of information

We take reasonable steps to preserve the security of cookie and personal information in accordance with the one direct web site terms of use and this security and privacy statement. If your browser is suitably configured, it will advise you whether the information you are sending us will be secure (encrypted) or not secure (unencrypted). If secure transmission is indicated, one direct currently uses 128 bit SSL encryption.

We regularly review developments in security and encryption technologies. Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Accordingly, although we strive to protect such information, we cannot ensure or warrant the security of any information you transmit to us or from our online products or services and you do so at your own risk. Once we receive your transmission, we take reasonable steps to preserve the security of the information in our own systems.

Information collected

The information that we collect about you is dependent on how you use the facilities offered by the one direct web site.

If you visit an unsecure area of the one direct web site (that is, an area where you are not required to log on) to read, browse or download information, our system will record the date and time of your visit to our site, the pages viewed and any information downloaded. However, our systems will not record any personally identifiable information.

The one direct web site offers a number of interactive facilities including tools such as budget planners and home loan calculators, as well as online application forms.

If you use any of the tools such as the budget planner or home loan calculator we generally do not capture any personal information that you may enter when using these tools. An exception to this is when a tool such as a budget planner allows you to suspend or save your plan and retrieve the details at a later time. In that case the information is stored on our systems so that you may recover the information when you resume your plan. Any information stored in a suspended or saved budget planner or other similar tool will not be viewed by one direct.

If you decide to complete an online application form, we will collect the information that you enter into the online form if you submit your online application. If at any stage you cancel your application or log out prior to submitting your application, the information you have entered up to that point will be automatically deleted. If you suspend or save your application, for example because you wish to complete it at another time, the information that you have entered will be retained in our systems so that you may recover the information when you resume your application. You may only recover this information within 30 days. After this time, the information is deleted. Online applications that have been suspended or saved will not be viewed by us and are not processed by us.

The one direct web site also contains links to the web sites of third party providers of goods and services ("third party web sites"). If you have accessed third party web sites through the one direct web site and if those third parties collect information about you, one direct may also collect or have access to that information as part of our arrangements with those third parties.

Where you access a third party web site from the one direct web site, cookie information, information about your preferences or other information you have provided about yourself may be shared between us and the third party. You cannot usually be identified from the information that is shared; if you can be identified from this information, we will seek your consent before sharing such information.

Third party web sites should contain their own privacy statements and those third parties are responsible for their own privacy practices.

Advertising and tracking

We use DoubleClick International Asia BV to deliver its online advertising where one direct banner advertisements are placed on third party web sites ('Advertising Company').

When you view a one direct advertisement on a third party web site, the advertising company uses 'cookies' and in some cases 'web beacons' to collect information such as:

The server your computer is logged onto.
Your browser type.
The date and time of your visit.
The performance of their marketing efforts.

When you access the one direct web site after viewing a one direct advertisement on a third party web site, the advertising company collects information on how you utilise the one direct website (eg which pages you view) and whether you complete an online application.

In addition, we also use Nielsen//NetRatings to collect information on how you utilise the one direct web site ('tracking companies'). These tracking companies also use cookies to collect information similar to that collected by the advertising company.

The advertising company and tracking companies ('companies') use that information to perform statistical analyses of aggregate user behaviour, but those analyses are not based on personal information. We use those analyses to measure advertising effectiveness and relative consumer interest in the various areas of the one direct web site. As a general rule, no personal information is collected by the companies in this process. If, however, any automatically collected, these companies are required under their arrangements with us to maintain the privacy and confidentiality of that personal information.

We may disclose the information collected by a company, in an aggregate form only, to third parties including advertisers or potential advertisers.

You can opt-out of DoubleClick cookies. This opt-out is applicable to DoubleClick tracking your current browser throughout DoubleClick's network of web sites, including the one direct web site.

We use "cookies" as a fundamental part of our interaction with your internet browser. The purpose is to provide you with better and more customised service and with a more effective website.

A "cookie" is a small text file placed on your computer by our web page server. A cookie can later be retrieved by our web page servers. Cookies are frequently used on web sites and you can choose if and how a cookie will be accepted by configuring your preferences and options in your browser.

We use cookies for two different purposes. We allocate a cookie to each Internet browser that visits the one direct web site. This cookie does not allow us to collect personally identifiable information about you. We use this cookie:

to allocate an one direct identification number to your internet browser (but we cannot identify you from this number);
to determine if you have previously visited the one direct web site;
to identify pages you have accessed and third party web sites you have accessed; and
for security purposes.

Most of the one direct web site operates by using this type of cookie.

Accordingly, if you wish to make full use of the one direct web site, it is required that you accept cookies.

We also use cookies for secure services (that is, an area where you are required to log on) on the one direct web site. These cookies are used for a variety of purposes, including for security and personalisation reasons. If your browser is configured to reject all cookies you will be unable to use secure services on the one direct web site that require cookies in order to participate. Those services include (but are not limited to):

one direct internet banking;
Online applications;

You may still be able to use some information-only pages even if you do not accept cookies.

How we handle email

We will preserve the content of any e-mail that you send us, if we believe that we have a legal requirement to do so. We may monitor your e-mail message content for security issues including where e-mail abuse is suspected; our response to you may be monitored for quality assurance issues.

Use and disclosure of information

We will only use or disclose personal information or information generated by cookies in accordance with the one direct privacy policy, specific and additional provisions relating to privacy which apply to certain areas of the one direct website and as otherwise set out in this security and privacy statement.

Acceptance and changes to security and privacy statement

You acknowledge and accept that your use of the one direct web site indicates your acceptance of the one direct web site terms of use and the security and privacy statement.

This is the current security and privacy statement. It replaces any other security and privacy statement for the one direct web site published on the one direct web site to date. We may at any time vary the security and privacy statement by publishing the varied security and privacy statement on the one direct web site. You accept that by doing this, we have provided you with sufficient notice of the variation.

one direct privacy policy

Protecting your privacy

When you deal with one direct, we are likely to collect and use some information about you. We explain below when and how one direct may collect and use your information. References to 'we' or 'us' in this privacy policy mean one direct and Australia and New Zealand Banking Group Limited (ANZ) and its related bodies corporate.

Protecting your privacy and the confidentiality of your personal information is fundamental to the way we do business.

As a banking and financial services organisation, we are committed to handling personal information confidentially. We treat very seriously the ongoing trust you have in us to protect your personal information.

We have systems and procedures in place to protect your privacy whenever we collect, store, use or disclose your personal information. You can request details about the information we hold about you and you have a right to ask us to correct this information.

How we collect your personal information

We collect most personal information directly from you. For example, your personal information will be collected when you fill in an application form, deal with us over the telephone, send us a letter or visit our web site.

The type of personal information we collect may include your name, mailing address, telephone number, e-mail address, tax file number, date of birth, annual income and other financial details, place of work, credit history, and your transaction history.

There may be occasions when we need to source personal information about you from a third party. For example, we may collect personal information from a credit reporting agency, our business alliance partners, third party brokers and government agencies.

How we use your personal information

We will tell you the purposes for which we intend to use your personal information. We only collect personal information about you that is necessary to perform our functions and activities. If you do not provide this information, we may not be able to deal with you, or provide you with a product or service.

We may use personal information for several purposes. We may collect your personal information:

to assist in providing information about a product or service;
to consider your request for a product or service;
to enable us to provide a product or service;
to tell you about other products and services that may be of interest to you;
to assist in arrangements with other organisations (such as loyalty partners) in relation to the promotion and provision of a product or service;
to perform other administrative and operational tasks (including risk management, systems development and testing, credit scoring and staff training, and market or customer satisfaction research);
to prevent or investigate any fraud or crime (or a suspected fraud or crime); and
as required by relevant laws, regulations, Codes and external payment systems.

We may disclose personal information to third parties when we contract out some of our functions and activities. For example, we may provide names and addresses to a mailing house to mail account statements to you and other customers. In these situations, we prohibit third parties from using your personal information except for the specific purpose for which we supply it.

Do we use your tax file number or other government identifier?

We do not use your tax file number (TFN), pension number, Medicare number or any other government agency identifier as your account, policy or application number. We only use and disclose these numbers for the purposes required by law, such as disclosing your TFN to the Australian Taxation Office. You may use a government identifier for example, a pension number or Medicare number, to prove your identity when you deal with us.

What about sensitive information?

We will not collect, use or disclose sensitive information about you unless it is necessary to provide you with a product or service and we have your consent or, unless we are legally required to collect, use or disclose that information. Sensitive information, as defined by law, is any information about a person's racial or ethnic origin, political opinion, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record or health information. We will always explain the purpose for collecting sensitive information.

Your consent is important

Personal information is usually used or disclosed only after obtaining your consent. Your consent can be express or implied. Your express consent can be verbal or written. You imply consent when we can reasonably conclude that you have given consent by some action you take, or when you decide not to take action. For example, if you use our telephone banking service and continue the call after hearing the recorded message telling you that the call may be monitored or recorded for quality assurance purposes, you have given us your implied consent to monitor or record your call.

If you do not give us consent to certain uses of personal information we may not be able to deal with you, or provide you with a particular product or service.

The circumstances where we may use or disclose personal information without your consent are very limited. They include where we are required by law, for the investigation of an offence or for court proceedings.

Sharing of personal information

For us to service our relationship with you and carry on business as a group, it is important that we have the capacity to share your personal information with other entities within the group. We will obtain your consent to share your personal information with other companies and only share that information for the purposes to which you have agreed.

Disclosing to third parties

Subject to any general duties of confidentiality towards our customers and subject to the Privacy Act, we may need to disclose your personal information to:

your referee(s);
credit reporting or debt collecting agencies;
an organisation that is in an arrangement or alliance with us for the purpose of promoting or using their respective products and services (and any agents used by that organisation in administering such an arrangement or alliance);
any service provider we engage to carry out our functions and activities;
regulatory bodies, government agencies, law enforcement bodies and courts;
other parties we are authorised or required by law to disclose information to;
other financial institutions (such as banks);
participants in the payments system (including payment organisations and merchants) and other financial institutions (such as banks);
mortgage insurers and any reinsurer of any such mortgage insurer;
any person who introduces you to us;
your authorised agents or your executor, administrator or legal representative.

Marketing and privacy

Serving customers well is fundamental to our business. As part of this service we may use personal information we have collected to identify a product or service that may benefit you. We may contact you from time to time to let you know about new or existing products or services.

You can contact us at any time if you do not want to receive marketing information from us. We will process these instructions as soon as practicable.

We keep your personal information up-to-date

If we have accurate information about you, it enables us to provide you with the best possible service. We take reasonable steps to ensure that your personal information is accurate, complete and up-to-date at the time of collecting, using or disclosing the information.

We will correct personal information

If you learn that current personal information we hold about you is inaccurate, incomplete or out-of-date, you should contact us. We will promptly update any personal information that is inaccurate, incomplete or out of date. You also have the right to request that a statement be attached to your personal information if we disagree with your request to correct the information.

You can request details about your personal information

Subject to some exceptions, you can find out what personal information we hold about you.

How to request details
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You should contact us if you wish to find out about the personal information one direct holds about you. We will need to verify your identity before giving you access.

We will normally be able to deal with your request immediately. If the request is complex, we will ask you to complete a personal information request form. We can usually deal with such a request within 14 to 30 days.

Depending on the complexity of your request, we may charge a fee for processing the request. In a limited number of circumstances, we may not be able to tell you what personal information is held about you including where:

it will threaten the privacy of other individuals;
the information relates to anticipated legal proceedings;
the information would reveal our commercially sensitive decision making process; or
the law prevents us from disclosing the information.

If we are unable to tell you what personal information is held about you, we will give you the reasons why and attempt to find alternative means to enable you to access your information.

We store your personal information securely

We protect any personal information that we hold about you from misuse and loss. We also protect it from unauthorised access, modification and disclosure.

We protect your information

Your personal information can only be accessed by people properly authorised to have access. Your personal information may be stored in hardcopy documents or electronically. We maintain physical security, such as locks and security systems, over our paper and electronic data stores and premises. We also maintain computer and network security: for example, we use firewalls (security measures for the Internet) and other security measures such as identification codes and passwords to control access to computer systems.

We destroy personal information we no longer need

We will destroy personal information if it is no longer needed:

for the purposes for which we collected it; or
for the purposes of meeting legal requirements.

We will properly dispose of all paper files, letters, correspondence and any other hardcopy documents that contain personal information that is no longer needed. All information stored in electronic form that is no longer required will be deleted from our systems.

Web site security and privacy

The Internet allows us to provide banking and financial services that you can access from the convenience of your home or office.

We continually maintain and monitor our online security systems to ensure your personal information is appropriately protected.

How you can help protect your privacy

You can help us to protect your privacy by:

observing our security requirements relating to personal identification numbers (PINs) or passwords; and
contacting us immediately when you change contact details, such as your address and telephone number.

Resolving your concerns

You are entitled to complain if you believe that your privacy has been compromised. We will respond to a complaint as soon as possible but within 48 hours, to let you know who is responsible for managing your complaint. We will try to resolve the complaint within 10 working days. When this is not possible, we will contact you within that time to let you know how long it will take to resolve the complaint.

How to make a complaint

If you have a privacy complaint, you should contact one direct.
Phone: 1800 198 978
Mail: REPLY PAID 83981
        one direct
        Private Bag 25
        Collins St West
        Vic 8007

If your complaint is not satisfactorily resolved, you may apply to the Federal Privacy Commissioner to have the concern heard and determined. For more information about how to lodge a complaint with the Federal Privacy Commissioner, please contact the Commissioner's hotline service on 1300 363 992.

Need more information?

If you have a query relating to our Privacy Policy, call us on 1800 198 978.

one direct

privacy policy

one direct web site security and privacy statement