Kandid Financial Services is committed to providing you with the best customer service experience. This includes protecting your privacy. Below we have set out the information that we are required to communicate to our customers. We have also supplied additional information about our company.
We may, from time to time, review and update this policy, including taking account of new or amended laws, new technology and/or changes to our operations. All personal information held by us will be governed by the most recently updated policy. Your privacy matters to us, so whether you are new to Kandid or are a long time client, please take the time to get to know our practices.
Kandid is the trading name of Kandid Financial Services Pty Ltd ACN 623 728 870
Kandid is a credit representative of Australian Finance Group Ltd (ACL# 389087)
We provide a range of broker services in the credit and financial services industry. This includes products and services such as home loans, Business Finance and car finance.
Your Personal Information
When we refer to personal information, we mean information or an opinion from which your identity is apparent or can reasonably be ascertained. The personal information we hold about you may also include credit information. Credit information is a sub-set of personal information and is information, which is used to assess your eligibility to be provided with finance. It may include any finance that you have outstanding, your repayment history in respect of those loans, and any defaults. Usually, credit information is exchanged between credit and finance providers and credit reporting bodies. Your personal information and its protection are of utmost importance to us. Personal information held by us may include your name, age or date of birth, current and previous addresses, telephone or mobile phone number, email address, bank details, professional job title or occupation, driver’s licence number and financial details. We may hold details of your products and services you have acquired from us or have enquired about (including their status) together with any additional information necessary to deliver those products and services and to respond to your enquiries.
If you choose not to provide certain personal information
(i) we may not be able to provide you with the services you require or the level of service on which we aim to offer,
(ii) we may be unable to tailor our offering to your preferences and (iii) your experience of our offering may not be as enjoyable or as useful.
You may need to provide personal information about other individuals to us (e.g. about your authorised representatives). If so, we rely on you to inform those individuals that you are providing their personal information to us and to advise them that we can be contacted for further information.
‘Notifiable Matters’ and Credit Information
We exchange your credit information with credit reporting bodies. We use the credit information that we exchange with the credit reporting bodies to assess your creditworthiness, assess your application for finance and manage your finance. If you fail to meet your payment obligations in relation to any finance that we have provided or arranged, or you have committed a serious credit infringement, we may disclose this information to a Credit Reporting Body
You have the right to request access to the credit information that we hold about you and make a request for us to correct that credit information if needed. We explain how you can do this below.
Sometimes, your credit information will be used by credit reporting bodies for ‘pre-screening’ credit offers on the request of other credit providers. You can contact the credit reporting bodies at any time to request that your credit information is not used in this way.
You can contact any of the following credit reporting bodies for more information:
Dun & Bradstreet (Australia) Pty Ltd (www.dnb.com.au),
Experian (www.experian.com.au) and Equifax Pty Limited (www.equifax.com.au)
How we collect personal information
We collect personal information in a number of ways, including: directly from you, for example, when you provide information by phone, in application forms or other agreements, or when you submit your personal details via our websites (e.g. during the fact find form completion); from third parties such as our survey or competition websites, marketing websites, related companies, government entities, credit reporting bodies or your representatives. If we obtained your information through any of these methods and you would like a list of these entities or websites, please contact us via email
How we use your personal information
The primary purpose for which we collect information about you is to enable us to perform our business activities and functions and to provide the best possible quality of customer experience. Your personal information may be used to: verify your identity; assist you to gain approval or provision of a product or service; provide the services you require; administer and manage those services such as payments; inform you of ways the services provided to you could be improved or additional services that you may benefit from; Marketing Services (explained below); conduct appropriate checks for credit-worthiness and for fraud; research and develop our services provided, either directly or referred; gain an understanding of your information and credit or financial needs in order for us to provide you with a better service.
Also, your personal information is collected so that we, and our related entities can promote and market services to you (including by way of direct mail, telemarketing, email, SMS and MMS messages) (Marketing Services) in accordance with any applicable marketing laws. This is to keep you informed of products, services and special offers and we may continue after you cease holding an active product or service through us. If you do not wish for this to take place or continue, please contact us via email
When we disclose your personal information
We will never sell your information to any party outside of the scope of Kandid Financial Services . In order to deliver the services you require, we may disclose your personal information to organisations outside of Kandid Financial Services. Your personal information is disclosed to these organisations only in relation to us providing our services to you, these partners may include (not limited to): Financial institutions and Insurance companies.
Disclosure to external organisations
We may use external organisations for customer enquiries; mailing operations; billing and debt-recovery functions; information technology services; marketing and telemarketing market research; and website usage analysis. This means we disclose your personal information (such as name and address) to them. We take reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
In addition, we may disclose your personal information to sponsors, or promoters of any competition that we conduct or promote via our services; the police, any relevant authority or enforcement body, or your internet service provider or network administrator, for example, if we have reason to suspect that you have committed a breach of any of our terms and conditions, or have otherwise been engaged in any unlawful activity, and we reasonably believe that disclosure is necessary.
Transfer of information overseas
We take pride in the products and services that we offer. And we love keeping you informed as to the best offers in the credit and financial market place. However, first and foremost we respect your privacy and understand that not everyone wants to be contacted regarding sales and marketing. If you do not wish to be contacted by kandid , we invite you to contact us via firstname.lastname@example.org. We may conduct marketing activities via email, telephone, SMS, IM, mail, or any other electronic means. We may also market our services to you through third party channels (such as social networking sites). We will always let you know that you can opt out from receiving our third party marketing. Where we market to prospective customers, we will always provide an easy way to opt-outs. We will never sell your personal information to any external organisation. We will not use or disclose sensitive information about you for direct marketing purposes unless you have consented to that kind of use or disclosure.
You can let us know at any time if you no longer wish to receive direct marketing offers from Kandid. We will process your request as soon as practicable.
Advertising and tracking
We take all reasonable precautions to ensure that the personal information we collect, use and disclose is accurate, complete and up-to-date. However, the accuracy of that information depends to a large extent on the information you or others provided to us. If you wish to make any changes to your personal information, please contact us. We will generally rely on you to assist us in informing us if the information we hold about you is inaccurate or incomplete. You may request access to the personal information we hold about you by contacting us. We will respond to your request within a reasonable period. If we decide not to give you access, we will provide reasons for the refusal and information on how you can complain about the refusal.
Storage and security
Doing business without identifying you
In most circumstances, it will be necessary for us to identify you in order to successfully do business with you. However, where it is lawful and practicable to do so, we will provide you with the option to remain anonymous or to use a pseudonym, for example, when you make general inquiries about our business or current promotional offers. We do not adopt a government related identifier (such as your tax file number or your driver’s licence number) as a means of identifying you.
Fees, Charges, Commission and Disclosures
Please take notice that the licensee may receive fees, commissions, or financial rewards from Lenders or Lessors in connection with any finance we arrange for you. These fees are not payable by you.The commission / brokerage amount depends on the amount of the finance and may vary from product to product. We can provide you with information about a reasonable estimate of those commissions and how the commission is worked out if you require.
Your broker may receive a whole or part of the commissions received by the licensee referred to above. This may be paid to your broker directly or indirectly from the licensee. You may obtain from us information about a reasonable estimate of those commissions and how the commission is worked out if you wish.
How to contact us
You may contact us by telephone, via post at 14 Marina Rd Baulkham Hills 2153 NSW or email: email@example.com
Irrespective of our status as a licensee, representative or credit representative, our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where applicants may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact Narender Saharan on 0430 744 001 or via email firstname.lastname@example.org and express about your concerns.
If the issue is not satisfactorily resolved within 5 working days by talking with Narender Saharan, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.
Phone – 0894207888
Email – email@example.com
Address – 100 Havelock St, West Perth, WA 6005
Note: In some instances your broker may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately.By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a written response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently. This external dispute resolution (EDR) process is available to you, at no cost. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.
EDR (Credit Representative) – Australian Financial Complaints Authority
Phone Number – 1800 931 678
Email – firstname.lastname@example.org
Mailing Address – GPO Box 3 Melbourne VIC 3001
Policy Updated as of 18th Oct 2018