This policy explains our policies and practices with respect to the collection and management of personal information we may collect from you
Netwealth Group Limited and its subsidiaries (the Group) provide superannuation, investment, financial planning and advice and other services. This document applies to all subsidiaries of the Group (Netwealth, we, us, our).
Your privacy is important to us. This policy explains how we handle, store and use your personal information. We may update this policy from time to time, so recommend that you regularly review this policy from the links provided on our website (located at the bottom of each web page).
This policy covers how we will handle all personal information provided to us. For the removal of doubt this includes how we will handle the personal information of AFS Licensees and their representatives.
We will collect information from you to provide you with services and products. This includes, collecting information when you:
2.2 How we collect personal information
Most of the personal information we collect will be directly from you when you submit the application form or when you talk to us in person or over the phone.
Sometimes, we collect information about you from other parties without your direct involvement, such as:
2.3 What if you do not provide us with the information that we request?
You are not required to give us the information that we request. However, if you do not provide us with the information, or provide us inaccurate information, it may:
3.1 How we handle your information
We handle your personal information carefully. We collect and hold your personal information for the purposes of:
*If you do not want to receive direct marketing messages, you must inform us. You can do this by contacting us on Freecall 1800 888 223 (within Australia)
From time to time we may also combine information that we have about you with other data we hold or have collected from a third party. This information helps us understand trends in the industry as a whole or in particular segments.
We may also collect, use and exchange your information for other reasons where the law allows or requires us to do so.
4.1 Sharing your information with third parties
We share your information with other entities within the Group and we also share your information with third parties.
These third parties may include:
4.2 Sending information overseas
The data centres of some organisations that we share information with may be located overseas, which means your personal information may be stored or accessed in overseas countries, including Canada, Malaysia, United Kingdom and United States. In addition, we may share some information of financial advisers with fund managers to administer certain financial products.
5.1 How you can access your personal information
You can request the access to your personal information held by us. In most cases, we will grant you the access after receiving sufficient information to verify your identity. Access requests may be made in writing, by email or by telephone using the contact details in the Contact us section below.
We do not charge a fee to you when your request a copy of your personal information and generally will not charge you for the provision of your personal information. However, if the request is likely to take us a longer period of time to produce, we will let you know the charge, so you can choose if you want to go ahead. The fee will be an hourly rate to cover the expense of providing you with the data and you will need to make payment before we start.
Information will generally be provided within 30 days of successful verification of your identity and payment of any charge to provide the information (if applicable).
5.2 Can we refuse to provide you with information?
In some cases, we can refuse to provide you with access to information or provide you with access to only some information. This could occur where the information requested is commercially sensitive or would breach the privacy of another person. Where we cannot provide you with information we will write to you to provide an explanation of decision.
5.3 Updating your information
We will take reasonable steps to ensure that the personal information we hold is accurate, up to date, complete and relevant. If you believe your personal information requires update, you can contact us over the phone or complete the update yourself through our online services.
6.1 Protecting your information
We may hold your personal information in secure data centres or paper-based files and have implemented a range of physical and electronic security measures to protect your personal information from misuse, unauthorised access and improper disclosure. We also monitor and maintain our security system to ensure that our online services are secure and your personal information is protected appropriately.
To protect privacy, we encourage you to keep passwords and access codes confidential and secure at all times. This means that you should not disclose your password or access codes to others and should contact us immediately if you believe that your password or access codes may have been disclosed to another person or if you would like to change your password.
6.2 Destroying or de-identifying your information
We try to ensure that we only keep personal information only for the period we need it. When we no longer require your personal information we will take reasonable steps to destroy or de-identify the data securely.
7.1 How to make a complaint
If you are not happy with the way we handle your personal information, please contact us. We take complaints seriously and will try to resolve your concern according to our Complaints Handling and Compensation Policy.
We aim to respond to your complaint as soon as possible, and will provide you with a final response to your complaint within 45 days of receiving the complaint. If we cannot respond in this time, we will provide you with reasons why and what we are doing to try to resolve your complaint.
7.2 Other options if you are not satisfied with our response
If you are not satisfied with the response we provided to your complaint, you can approach the following free and independent dispute resolution services.
Under the Privacy Act you may complain to the Office of the Australian Information Commissioner about the way we handle your personal information:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992
The Financial Ombudsman Service can consider most complaints involving financial services provider:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Phone 1800 367 287
For complaints about superannuation, you can contact the Superannuation Complaints Tribunal:
Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001
Phone 1300 884 114
As of 1 November 2018, the Australian Financial Complaints Authority (AFCA) will deal with all complaints from consumers in the financial system
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone 1800 931 678
If you wish to contact us about the privacy related matters, you may contact us by email, telephone or in writing to:
The Privacy Officer
Netwealth Group Limited
PO Box 336
South Melbourne VIC 3205
Freecall 1800 888 223 (within Australia)
Phone 03 9655 1300