ADR is committed to providing our clients and customers with the highest levels of customer service. This includes protecting the privacy of our clients and the privacy of their customers.
ADR complies with the applicable regulatory and legislative laws and codes. ADR is committed to ensuring information held is protected and the privacy of our customers is maintained.
1. Compliance
ADR complies with the Australian Privacy Principles (APPs) from schedule 1 of the Privacy Amendment (Enhancing Privacy Protection) Act 2012, which amends the Privacy Act 1988.
2. Anonymity
To ensure ADR complies with privacy and other laws, we need to verify a person’s identity before disclosing information to them. It may not be lawful or practical for ADR to provide individuals the option of not identifying themselves, or of using a pseudonym.
3. Collection of solicited personal Information
Personal information held by ADR may include your full name, date of birth, current and previous addresses, telephone or mobile phone numbers, email address, bank account details, employment details and your driver’s license number.
Personal information is collected in a number of ways, including:
• Directly from our clients who contract us to collect delinquent or outstanding debts on their behalf.
• Directly from you, for example, when you provide information to us by phone or email, after we have made contact with you.
• From third parties such as your representatives or legal advisers.
• From publically available sources of information.
• From credit reporting bodies.
4. Unsolicited personal information / sensitive information
In certain circumstances, we may also collect sensitive information about you. However, we only collect and use sensitive information with your consent and where we are legally authorised to do so.
5. Notification of the collection of personal information
ADR’s privacy policy is available to anyone. Our privacy policy may be found on our website www.ausdebt.com.au and a copy will be provided upon request.
6. Use or disclosure of personal information
Your personal information may be used to:
• Verify your identity.
• Assist you to repay your outstanding debts in terms of your contractual obligations.
• Provide the contracted services to our clients.
• Comply with relevant laws and regulations.
We, or our authorised agent, may disclose your personal information to
• Any person authorised by you.
• Relevant Client
• Technology services providers.
• Other service providers such as process servers, repossession.
• Auditors, solicitors and other professional consultants.
• Administrators, receivers and liquidators.
• Government departments or agencies (where required or authorized by law).
• Courts and tribunals.
• Credit reporting agencies.
This list is not conclusive.
7. Direct Marketing
ADR does not use or disclose personal information for the purpose of direct marketing.
8. Cross-border disclosure of personal information
In some circumstances personal information may be shared with parties that operate outside of Australia. Where this occurs, we take necessary steps to protect personal information against misuse or loss.
9. Adoption, use or disclosure of government related identifiers
ADR does not adopt government related identifiers such as tax file number, pension number, drivers license number or medicare number as an account identifier. ADR may use a government related identifier to assist in confirming your identity.
10. Quality of personal information
ADR aims to ensure the personal information it collects is accurate, up to date and complete. The accuracy of the information depends to a large extent on the information you provide. To assist us maintain accurate and up to date records we recommend you
• Let us know if there are any errors in your personal information
• Keep us up to date with changes to your personal information
11. Security of personal information
ADR takes steps to ensure the information held is protected from misuse, loss, unauthorised access, modification and disclosure. Staff training is delivered upon induction and revisited regularly.
All access to application servers and databases is protected through multiple levels of firewalls and is highly restricted whilst still enabling public access to the ADR website. All file transfers between ADR and third parties are via a dedicated secure channel using secure file transfer protocol.
12. Access to personal information
You have a right to access your personal information. However, there may be some legal or administrative reasons to deny these requests. If your request is denied, we will provide you with the reason why.
If you would like to access your personal information, please contact our compliance manager who will provide the appropriate documentation. No fee is charged for lodging a request for access to information, however a fee may be imposed to process your request and to give you access to the personal information you require. Any fee will be confirmed prior to provision of information and is to be paid in full before information is accessed. You may anticipate a response within 30 days of receipt of your request.
13. Correction of personal information
ADR aims to keep your personal information accurate, complete and up to date. You may request your personal information be corrected and/or updated if the information held by us is incorrect, incomplete or not up to date. Please lodge your request in writing to PO Box 899 Wollongong NSW 2500. No fee is charged for lodging a correction request and you may anticipate a response within 30 days of receipt of your request.
Complaints
ADR makes every effort to ensure all customer contact is conducted in a professional and compliant manner. If you are not satisfied with an aspect of our service, ADR has an Internal Dispute Resolution process in place to address your concerns. Our goal is to resolve your issue in a satisfactory manner internally and as quickly as possible.
In the first instance, please speak with your account manager. Our trained staff is able to address your concerns over the phone quickly and efficiently.
If you are unhappy with the interaction, upon your request your concerns will be referred to a superior manager who will take the time to find a suitable resolution.
If you are unhappy with the outcome, you have the opportunity to contact our compliance manager who will investigate your complaint in a manner that is fair and ethical. Our compliance manager contact details are;
Phone: 1300 767 721
Email: complaints@ausdebt.com.au
Post: ADR
PO Box 899
WOLLONGONG NSW 2500
You should receive an initial acknowledgement from us within two business days. To assist in the swift resolution of your complaint, we may request additional information to properly understand and investigate your complaint.
Your complaint will be investigated and a response will be provided to you. Should your complaint require investigation from one of our clients, it may take longer to fully investigate, and if so we will keep you informed and advise you of when we anticipate we will be able to provide a response.
If you have any questions or concerns about the outcomes, or if you require further information from us, please do not hesitate to contact our compliance manager, who will provide clarification.
In the unlikely event you are dissatisfied with ADR internal resolution you have the option of contacting one of the External Dispute Resolution providers.
Telecommunication Industry Ombudsman (TIO) is a free and fair dispute resolution service for telephone or internet service in Australia. Phone 1800 062 058
Institute of Mercantile Agents – ADR is a member of the Institute of Mercantile Agents Phone 02 4927 0477