Privacy Policy

1 Who we are

LoanForge ("we", "us", "our") is a mortgage brokerage operating in Australia. We help individuals and investors source, compare, and secure home loans and investment property finance through a panel of over 60 lenders.

We act as a credit representative or authorised credit representative under the National Consumer Credit Protection Act 2009 (Cth). Our obligations under that Act complement — and in some cases overlap with — our obligations under the Privacy Act.

2 Information we collect

We collect personal information that is reasonably necessary to provide our mortgage broking services. This may include:

• Identity information — full name, date of birth, current and previous addresses, phone number, email address, and government-issued identification documents (e.g. driver's licence, passport)
• Financial information — income and employment details, assets, liabilities, living expenses, existing loan repayments, and bank statements
• Credit information — details about existing and previous credit facilities, repayment history, and credit enquiries (see Section 5)
• Property information — details of the property being purchased or refinanced, including its address, estimated value, and intended use
• Communication records — emails, call notes, and messages exchanged in the course of providing our services
• Website data — IP address, browser type, pages visited, and other analytics data (see Section 7)

We collect information directly from you wherever practicable — via our online enquiry forms, fact-find questionnaires, document upload portal, email, and phone. Where appropriate, we may also collect information from third parties such as lenders, valuers, real estate agents, or your employer (with your consent).

If you do not provide information we request, we may be unable to assess your borrowing needs or submit an application on your behalf.

3 How we use your information

We use your personal information to:

• Assess your financial situation and borrowing needs
• Identify and compare suitable loan products from our lender panel
• Prepare and submit loan applications on your behalf
• Communicate with lenders, mortgage insurers, valuers, and other third parties involved in processing your application
• Meet our obligations under the National Consumer Credit Protection Act 2009 (Cth), including providing you with a Credit Proposal Disclosure and maintaining records
• Manage our ongoing relationship with you, including following up on applications in progress and refinancing opportunities at loan maturity
• Respond to your enquiries and provide customer support
• Comply with legal, regulatory, and compliance obligations
• Send you marketing communications where you have consented or where permitted by law (see Section 6)

4 Disclosure to third parties

We may disclose your personal information to:

• Lenders and credit providers on our panel, to assess and process your loan application
• Lenders' mortgage insurers (LMI), where your loan-to-value ratio triggers an LMI requirement
• Credit reporting bodies (see Section 5)
• Valuers and property inspection companies, to arrange property valuations
• Aggregators and licensees through whom we hold our credit licence or credit representative authorisation
• Technology and software providers we use to operate our business (e.g. CRM, document management, e-signature, and communication platforms), each bound by confidentiality obligations
• Legal and compliance advisors, where required
• Regulatory bodies (e.g. ASIC, AFCA, the Australian Financial Complaints Authority), if required by law or in connection with a complaint or investigation

We do not sell your personal information to third parties. We do not disclose your information to overseas recipients unless this is required to process your application with a lender whose systems are based overseas, in which case we take reasonable steps to ensure that recipient handles your information consistently with the APPs.

5 Credit information

As part of assessing your loan options, we may obtain a copy of your credit report from one or more credit reporting bodies (such as Equifax, Illion, or Experian). We handle credit-related information in accordance with Part IIIA of the Privacy Act and the Credit Reporting Privacy Code.

Credit information we may hold includes:

• Identification information
• Consumer credit liability information (details of credit accounts held)
• Repayment history information
• Credit enquiries
• Default information
• Court judgment information
• Personal insolvency information

6 Marketing

With your consent, or where otherwise permitted under the Spam Act 2003 (Cth) and the Privacy Act, we may contact you about loan products, interest rate movements, refinancing opportunities, and other services that may be relevant to your situation.

You may opt out of marketing communications at any time by:

• Clicking the unsubscribe link in any marketing email
• Contacting us directly using the details in Section 12

Opting out of marketing will not affect our ability to send you transactional or service-related communications (e.g. updates on your loan application).

7 Website & cookies

Our website (loanforge.com.au) uses cookies and similar tracking technologies to improve your experience and analyse site usage. We may use:

• Essential cookies — required for the site to function correctly
• Analytics cookies — to understand how visitors interact with our site (e.g. Google Analytics)
• Advertising cookies — to measure the effectiveness of our advertising campaigns (e.g. Meta Pixel, Google Ads conversion tracking)

You can control cookies through your browser settings. Disabling certain cookies may limit some functionality of our site. Our website does not knowingly collect personal information from individuals under the age of 18.

We use Meta (Facebook) advertising tools. Information collected via the Meta Pixel is subject to Meta's Data Policy. We use this data solely to measure ad performance and build relevant audiences for our advertising — we do not share personal client data with Meta.

8 Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our security measures include:

• Encrypted document collection and storage
• Secure, access-controlled CRM systems
• Encrypted email and electronic signature platforms
• Staff confidentiality obligations

If you suspect a data breach or have concerns about the security of your information, please contact us immediately using the details in Section 12.

We will notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act if we determine that a data breach is likely to result in serious harm to you.

9 Your rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Correct personal information that is inaccurate, out of date, incomplete, or misleading
• Request deletion of your personal information, subject to our legal record-keeping obligations (e.g. under the NCCP Act, we are required to retain certain records for a minimum of 7 years)
• Complain about a breach of the APPs or the credit reporting provisions (see Section 10)

To make an access, correction, or deletion request, please contact us using the details in Section 12. We will respond within 30 days. We will not charge a fee for making a request, though we may charge a reasonable fee to cover the cost of providing access in some circumstances.

10 Complaints

If you believe we have breached the Privacy Act or mishandled your personal or credit information, we encourage you to contact us first so we can attempt to resolve your concern directly (see Section 12).

If you are not satisfied with our response, you may lodge a complaint with:

• Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au  |  1300 363 992
• Australian Financial Complaints Authority (AFCA) — www.afca.org.au  |  1800 931 678

AFCA is the external dispute resolution scheme for financial services complaints, including those related to mortgage broking services.

11 Updates to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal obligations. The current version will always be available on our website at loanforge.com.au/privacy. We will notify you of material changes where practicable.

Continued use of our services after any update constitutes acceptance of the revised policy.

12 Contact us

For any privacy-related enquiries, access requests, corrections, or complaints, please contact us: