1. Personal Information we collect
The Personal Information we collect from or about individuals, is the information that is reasonably necessary for us to provide debt recovery solutions to our customers (such as Credit Providers, Utilities, Telcos and other service providers). We may collect a significant amount of Personal Information from or about an individual including their:
- date of birth;
- driver’s licence number;
- marital status;
- phone number/s;
- email address/es;
- residential / business / postal address;
- residence type;
- employment history;
- banking or other financial transaction data; and
- credit information, including repayment information.
We will only collect sensitive information (such as race, religion, ethnicity, health information, criminal record, sexual orientation, trade union memberships etc.) if we (or our customer) has been given express consent to do so, and:
- the information is reasonably necessary for us to carry out our functions or activities;
- the use of the information is required or authorised under relevant law or by court or tribunal order.
We will only collect sensitive information if we (or the person / customer disclosing to us) has the consent of the individual to which the information relates. We might, in limited circumstances, utilize biometric information for identification verification purposes but will only do so when expressly authorized by the individual concerned.
2. How we collect and hold Personal Information
We collect information from our customers, individuals directly, third party service/data providers, court records, publicly accessible databases and or authorised parties.
We also may collect Personal Information about our customers, or employees or officers of our customers and prospective job applicants, so that we can meet internal operational requirements, complete business transactions, conduct research, deliver products and services, administer accounts, provide customer support or meet regulatory requirements.
The information we collect is predominantly in a digital format. The collection of information may include the combining of differing data points about individuals to form a more complete record of the information illion holds, this may also allow it to present information in a readily usable format.
We are serious about the security of the information we collect. To protect this information we employ contractual and administrative steps to ensure that this information is protected against any unauthorised access, disclosure or misuse. In addition to this we also utilise significant technology solutions to protect against unauthorised access or disclosure.
All our employees undertake training in handling information, with particular emphasis on preserving the personal information of individuals. We limit physical and digital access to our premises and computer networks to those that require such access.
3. Purpose of collection, holding, using and disclosing Personal Information
We collect, hold, use and disclose Personal Information in order to operate our business, including providing services to our customers and individuals. Some of the most common purposes for this will be:
- assisting our customers in debt management and debt recovery;
- assisting individuals and businesses in understanding their credit worthiness;
- for identity verification purposes for individuals and businesses;
- managing our relationship with individuals and our customers;
- ensuring Personal Information is accurate and up to date;
- updating a credit reporting bureau in relation to defaults and or payments;
- assisting our customers in risk management;
- progressing debt recovery through the court litigation process including engaging legal representation as necessary;
- for analytics, product development, research and benchmarking;
- for audit and record keeping purposes and to comply with our legal and regulatory obligations;
- sharing with our group companies to assist with the management of information or delivery of our services; and
- processing and managing applications to work with us.
While this list is not exhaustive, any purposes outside of this list will be consistent with those permitted under privacy laws.
4. Accessing and correcting Personal Information
Under privacy laws, an individual has the right to access and request correction of any Personal Information we hold about them. We also recognise the accuracy of the Personal Information we hold about an individual is critical to our business so encourage individuals to correct any errors where they exist.
To access Personal Information we have established the Public Access Centre with the following contact points:
While we take reasonable steps to ensure that the Personal Information held by us is accurate and up to date, we generally rely on our customers, data suppliers and individuals to inform us if the information we hold is inaccurate or incomplete.
Once Personal Information is provided it is important that any errors are corrected, these should be raised through the Public Access Centre on the details above.
5. Making a complaint
While we aim to address matters quickly and efficiently we understand there are times when things may go wrong and an individual may want to make a complaint.
To make a complaint it may be beneficial to complete the Online Form to ensure all relevant information is available, otherwise please speak with us on the contact number above. Alternatively it may be helpful to click here to complete a Complaint lodgement Form.pdf (25KB) and return it to:
- Attention to: Privacy Complaints
Company: illion Australia
Postal Address: PO Box 7405
St Kilda Rd Melbourne VIC 3004
Fax: (03) 9828 3118
- Attention to: Privacy Complaints
Company: illion New Zealand
Postal Address: PO Box 9589
Newmarket, Auckland 1031
Fax: (09) 309 2050
As per our complaint handling policy we will address complaints as quickly and efficiently as possible, at a minimum we will acknowledge receipt of a complaint within five business days and commit to investigating the complaint and providing a response within 30 days, provided that we have access to all necessary information. In cases where further information, assessment or investigation is required, we will seek to agree on an acceptable alternative time frame.
If a privacy related complaint continues to be unresolved there may be the option to escalate the matter to an external body, this could be to the:
- Office of the Australian Information Commissioner (Australia) or
- Office of the Privacy Commissioner (New Zealand).
6. Disclosure of information overseas
Our businesses operate across Australia and New Zealand. Australia and New Zealand privacy laws are substantially similar. If we disclose information to related companies as part of our internal operations, we will comply with Australian law in respect of Australian information and New Zealand law in respect of New Zealand information.
While our customers are generally local entities they may have operations overseas, this means we are unaware of what information our customers may disclose overseas. It is not possible to identify other countries where our customers might allow its information to be disclosed to.
In supplying our services we may utilise service providers, resources, and cloud based processes located outside of Australia or New Zealand. We use reputable service providers and ensure they have appropriate controls and contractual obligations relating to security of data.
We may use technology known as a “cookie” to collect statistical information about you when you visit the illion Site or use any of our products or services. Cookies are small pieces of information captured when your device is used to access online content. They can record information about your visit to the illion Site, allowing it to remember you the next time you visit and provide a more meaningful experience.
From time to time we may collect, use, store and disclose non-identifiable information relating to your use of the illion Site or any our websites or any of our products or services. For example, we may record information such as the areas of the illion Site that you visit along with the time, date and URL of the pages you access, the device you access the illion Site from, your IP address and/or the previous website that you visited before linking to the illion Site. We normally use this information in the aggregate to administer and improve our web site, and monitor proper website usage.
8. Direct Marketing
The Personal Information provided by our customers (or individuals directly) for this service is not used for Direct Marketing.
9. Contact Us
A copy of this Policy, including updates, is available at any time via our website www.illion.com.au under the Privacy link. If a printed copy is required this can be requested via our Public Access Centre on 1300 734 806 (Australia), 0800 733 707 (New Zealand) or by email request to firstname.lastname@example.org or email@example.com. If required in a particular format, illion Public Access Centre will take reasonable steps to make this happen but may charge a fee depending on the format required.
Last updated Jan 2021