Last Updated: 26/08/2025

Compliments, Concerns and Privacy Policy

Compliments and Concerns

We work hard to build strong and lasting relationships with our valued clients. Your feedback helps us to continually improve our services.

Compliments

Our representatives are always delighted to know they’ve succeeded in making your experience a positive one.
If a team member has provided you with exceptional service, please let us know so we can acknowledge and encourage them.

Concerns

If, for any reason, you feel we have not met your expectations, we encourage you to share your concerns. We have a clear process to ensure complaints are handled quickly and fairly. Please provide as much detail as possible when lodging a complaint.

Updates on Your Complaint

If you have already lodged a complaint, you can contact us at any time for an update. Please refer to your earlier communication so we can respond effectively.

Resolution

We will aim to resolve your complaint immediately where possible.
If we cannot, we will acknowledge your complaint within 5 business days.
If it remains unresolved after 45 days, we will explain why and provide a timeframe for resolution.
Once finalised, we will notify you in writing of the outcome and our reasons.

Taking it Further

If you are not satisfied with our response, or if 45 days have passed without resolution, you may refer the matter to:

Australian Financial Complaints Authority (AFCA)

Phone: 1800 931 678 (free call)
Online: www.afca.org.au/make-a-complaint

Privacy Statement and Policy

Respecting Your Privacy

We respect your personal information, and this Privacy Policy explains how we handle it. This includes information collected in connection with a credit application or facility (referred to as credit information).

What Information We Collect

We may collect:

Identification details (name, address, DOB, contact details)
Financial information (employment, income, liabilities, TFN if required)
Information from applications, correspondence, or online interactions
Credit information relevant to your application

In some cases, we are legally required to collect information, such as verifying your identity under Anti-Money Laundering laws.

How We Collect Information

Directly from you (forms, phone calls, emails, applications)
From third parties (employers, accountants, guarantors, referrers, credit reporting bodies)
From public sources, where necessary

How We Use Your Information

We use your information to:

Provide credit assistance
Assess eligibility for loans or leases
Manage applications and payments
Communicate with you and resolve complaints
Meet legal and regulatory obligations
Prevent fraud or crime

We may also use your details to let you know about services or products that may interest you, unless you opt out.

Disclosure of Information

We may share your information with:

Lenders, lessors, mortgage insurers
Our aggregator and the ACL holder authorising us
Service providers and professional advisers
Government and regulatory bodies (ASIC, AFCA, OAIC, ATO)
Your representatives (lawyers, accountants, agents)
Overseas service providers (e.g., IT/cloud storage partners)

We will never sell your personal information.

Storage and Security

We take reasonable steps to protect your information from misuse, loss, or unauthorised access. Data may be stored electronically or physically, including with secure third-party providers.

Access and Correction

You may request access to or correction of your personal information at any time. If we cannot provide access, we will explain why.

Privacy Complaints

If you have a concern about how we handle your personal information, please contact us:

Rate Challenge

Email: admin@ratechallenge.com.au
Phone: 0407 908 024
Mail: U 63/17 Armstrong St S, Ballarat Central VIC 3350

If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au/privacy
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

Changes to This Policy

This policy may change from time to time. The latest version will always be available on request or via our website.