WHAT WE DO

Green Rook Advisory Pty Ltd is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website www.greenrook.com.au, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Green Rook Advisory Pty Ltd will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy, please contact us at:

peter@greenrook.com.au

OR

0401 736 665

OR

Level 1, 60 Martin Place
Sydney Australia 2000

Our business believes that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.

It is a requirement under our membership of the Finance Brokers Association of Australia (FBAA) that we have in place an Internal Dispute Resolution procedure.

You can lodge complaints by contacting Peter Schulze, Complaints Officer, by:

• telephoning 0401 736 665
• e-mailing peter@greenrookadvisory.com.au 

or by speaking to any representative of our business who will refer you to the Complaints Officer.

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.

We will observe the following principles in handling your complaint:

1. there is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;

2. we expect that both parties will make a genuine attempt to resolve a complaint promptly;

3. we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;

4. we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

This IDR service is provided free of charge to you

Our External Dispute Resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to our FBAA approved External Dispute Resolution (EDR) Scheme. Our External Dispute Resolution provider is Australian Financial Complaints Authority (phone 1800 931 678 website https://www.afca.org.au/) and our Membership Number is 106265.
 

External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

 “THE INFORMATION PROVIDED ON THIS SITE IS ON THE UNDERSTANDING THAT IT IS FOR ILLUSTRATIVE AND DISCUSSION PURPOSES ONLY. WHILST ALL CARE AND ATTENTION IS TAKEN IN ITS PREPARATION ANY PARTY SEEKING TO RELY ON ITS CONTENT OR OTHERWISE SHOULD MAKE THEIR OWN ENQUIRIES AND RESEARCH TO ENSURE ITS RELEVANCE TO YOUR SPECIFIC PERSONAL AND BUSINESS REQUIREMENTS AND CIRCUMSTANCES. TERMS, CONDITIONS, FEES AND CHARGES MAY APPLY. NORMAL LENDING CRITERIA APPLY. RATES SUBJECT TO CHANGE. APPROVED APPLICANTS ONLY.”