Privacy Policy
Time Home Loans Pty Ltd Last updated: September 2026
1. About this policy
This Privacy Policy explains how Time Home Loans Pty Ltd ACN 161 695 012 (“Time Home Loans”, “we”, “us” or “our”) collects, holds, uses and discloses personal information, including credit-related information.
Time Home Loans Pty Ltd is a credit representative (529395) of Mortgage Specialists Pty Ltd ACN 050 601 093 Australian Credit Licence 387025 (“our licensee”). We provide credit assistance for:
- home loans
- personal loans
- car and equipment finance
- business and commercial lending
We are committed to protecting your privacy. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where relevant, the credit reporting provisions of the Privacy Act and the Privacy (Credit Reporting) Code.
This policy applies to personal information we collect through:
- our website, timehomeloans.com.au
- phone, email and SMS
- social media
- online booking and enquiry forms
- in person
2. The personal information we collect
The information we collect depends on how you deal with us and what help you need. It may include:
- Identity and contact details: your name, date of birth, address, email address, phone numbers, and identity documents such as a driver’s licence, passport or Medicare card.
- Financial and employment information:
- income, employment history and employer details
- assets, liabilities and living expenses
- bank, credit card and loan statements
- tax returns and business financials
- Household and residency information: marital status, number and ages of dependants, citizenship or residency status, and how long you have lived at your address.
- Property and loan details: properties you own or intend to buy, loan purpose, and your current loans and lenders.
- Credit-related information: your credit history, credit reports obtained by lenders, repayment history, defaults, and existing credit arrangements (see Section 9).
- Government identifiers: such as your tax file number, where a lender requires it. We do not use government identifiers to identify you.
- Records of our communications: emails, SMS messages, notes of meetings, and recordings of phone calls (see Section 4).
- Website and device information: your IP address, browser and device type, pages visited, and how you use our website (see Section 10).
- Marketing preferences: whether you have agreed to receive, or have opted out of, marketing communications.
Sensitive information
We only collect sensitive information (such as health information) with your consent, and only where it is reasonably necessary. For example, we may collect it where it is relevant to a financial hardship request or to a referral you ask us to make. We do not use sensitive information for marketing.
3. Dealing with us anonymously
You can make general enquiries without identifying yourself, or by using a pseudonym, for example when asking about the types of loans available. To provide credit assistance, we need to identify you and collect the information lenders require.
4. How we collect personal information
Where reasonable and practical, we collect personal information directly from you. This may be:
- when you complete our website forms, fact finds or loan applications
- when you book an appointment online
- when you speak with us by phone or in person
- when you email or message us
With your consent, or where the law allows, we may also collect information from:
- lenders, lenders mortgage insurers and valuers
- our licensee
- credit reporting bodies, usually through the lenders we apply to on your behalf
- identity verification services
- your accountant, solicitor, conveyancer, financial adviser or real estate agent
- your employer or referees
- people who refer you to us
Call recording
Calls to and from our business phone system may be recorded. We use recordings for quality assurance, staff training, record keeping, and handling complaints and regulatory requirements. If you would prefer your call not to be recorded, please tell us and we will offer another way to communicate.
Unsolicited information
If we receive personal information we did not ask for and could not have collected lawfully, we will destroy or de-identify it where lawful and reasonable to do so.
5. Why we collect and use personal information
We collect, hold and use personal information to:
- understand your requirements and objectives, and assess what credit options may suit you, including meeting our best interests duty and responsible lending obligations
- identify suitable loan options from our lender panel, then prepare and submit applications on your behalf
- communicate with lenders and other parties involved in your loan
- verify your identity and meet our obligations under anti-money laundering and counter-terrorism financing laws
- manage our ongoing relationship with you, including loan reviews and refinancing
- make referrals to other service providers, where you ask us to
- handle enquiries, complaints and disputes
- train our staff, monitor service quality, and maintain records required by law
- improve our website, services and advertising
- send you information about our services, where permitted (see Section 11)
- comply with our legal and regulatory obligations, including those under the National Consumer Credit Protection Act 2009 (Cth)
If you do not give us the information we ask for, we may not be able to assess your situation properly or provide credit assistance.
6. Who we disclose personal information to
We may disclose your personal information to:
- lenders and credit providers on our panel, and lenders mortgage insurers
- valuers, surveyors, conveyancers and solicitors involved in your loan
- our licensee, Mortgage Specialists Pty Ltd (trading as Specialist Finance Group), and its compliance, audit and service providers
- loan application, lodgement and document signing platforms
- identity verification service providers
- your authorised representatives, such as your accountant, solicitor, financial adviser or anyone you ask us to deal with
- service providers you ask us to refer you to (for example buyer’s agents, insurance providers or utility comparison services), with your consent
- businesses that provide services to us, including:
- IT, cloud storage and email
- customer relationship management systems
- phone and SMS
- marketing, analytics and advertising
- regulators and dispute resolution bodies, including the Australian Securities and Investments Commission (ASIC), the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC)
- courts, government agencies and others where required or authorised by law
- a purchaser or successor, if our business is sold or restructured
We require the organisations we share information with to protect it. We do not sell, rent or trade your personal information.
7. Storage and security
We hold personal information electronically in secure, cloud-based business systems. These include Microsoft 365 (including SharePoint and Outlook), our customer relationship management systems, and loan application platforms. Any paper records are kept secure and destroyed securely once no longer needed.
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our measures include:
- multi-factor authentication and role-based access controls
- encryption provided by our business systems
- password and device security policies
- staff training on privacy and information security
- secure destruction or de-identification of information we no longer need
We keep personal information for as long as needed for the purposes described in this policy, or as required by law. Records of credit assistance are generally kept for at least 7 years.
8. Disclosure of information overseas
Some of the service providers we use store or process information outside Australia, including in the United States. This includes providers of customer relationship management, email and SMS, website analytics and online advertising services.
Our licensee and the lenders we deal with may also disclose information overseas, as described in their own privacy policies.
Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.
9. Credit-related information
When we help you apply for credit, the lenders we apply to will usually obtain credit reports about you from credit reporting bodies. Lenders may share information about your application with us.
The credit reporting bodies lenders commonly use are:
- Equifax: equifax.com.au
- Experian: experian.com.au
- illion: illion.com.au
Their privacy policies explain how they manage credit-related information.
You have the right to:
- ask a credit reporting body not to use your credit reporting information for pre-screening of direct marketing by credit providers
- ask a credit reporting body not to use or disclose your credit reporting information if you believe you have been, or are likely to be, a victim of fraud (a “ban period”)
- access and correct credit-related information we or a credit reporting body hold about you (see Section 13)
10. Our website, cookies and tracking technologies
Our website uses cookies and similar technologies to operate the site, understand how visitors use it, and measure and improve our advertising. When you first visit, our cookie consent banner lets you choose which non-essential cookies to accept. You can change your choices at any time or adjust your browser settings.
We use the following third-party services:
- Google Analytics, Google Tag Manager and Google Ads: to measure website traffic and the performance of our advertising.
- Meta Pixel and Meta Conversions API: to measure and improve our advertising on Facebook and Instagram. When you submit a form on our website, information such as your email address or phone number may be shared with Meta in hashed form, which cannot be read directly, to match website actions to advertising.
- Microsoft Clarity and Microsoft Advertising: to understand how visitors use our website through behavioural metrics, heatmaps and session replay, and for advertising. For more information, see the Microsoft Privacy Statement.
- LeadConnector (GoHighLevel): to operate our online forms, appointment booking and messaging.
These providers may collect information about your device and your activity on our website and other websites. You can manage advertising preferences through your Google and Meta account settings.
11. Direct marketing
We may send you information about our services, loan reviews, market updates and events by email, SMS, phone or mail. We only do so where you have consented, or where the law otherwise permits it.
Every marketing email or SMS we send includes a way to opt out, such as an unsubscribe link or by replying STOP. You can also contact us at any time to opt out. We do not charge for this and will act on your request promptly. We do not sell your information for others to market to you.
12. Artificial intelligence and automated decisions
We may use artificial intelligence features built into the business software we use, for example to transcribe or summarise calls and meetings, draft correspondence, or support staff training and quality assurance. These tools operate within our secure business systems. We do not enter your personal information into public AI tools.
AI does not decide which loan is recommended to you or whether you receive credit. Your broker makes recommendations, and lenders make credit decisions. Lenders may use automated systems as part of their credit assessment. Please refer to the relevant lender’s privacy policy for details.
13. Accessing and correcting your personal information
You can ask to access the personal information we hold about you, or ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact our Privacy Officer (see Section 16).
- We will verify your identity before giving access.
- We aim to respond within 30 days.
- We do not charge for making a request or for providing access to, or correcting, your personal information.
If we refuse access or correction, we will tell you why in writing and explain how to complain. If we do not correct information at your request, you can ask us to attach a statement to the record noting that you believe it is inaccurate.
14. Data breaches
If a data breach involving your personal information is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme. We will also recommend steps you can take to reduce the impact.
15. Privacy complaints
If you have a concern or complaint about how we have handled your personal information, please contact our Privacy Officer (see Section 16).
- We will acknowledge your complaint within 1 business day.
- We aim to give you a written response within 30 days.
- If we cannot resolve your complaint within 5 business days, we may escalate it to our licensee’s Complaints Officer, who you can also contact directly:
- Mark Norman, Complaints Officer, Mortgage Specialists Pty Ltd
- Phone: 08 9286 6888
- Email: [email protected]
If you are not satisfied with our response, you can contact:
Australian Financial Complaints Authority (AFCA) Phone: 1800 931 678 Email: [email protected] Web: www.afca.org.au Mail: GPO Box 3, Melbourne VIC 3001
Office of the Australian Information Commissioner (OAIC) Phone: 1300 363 992 Web: www.oaic.gov.au
16. Contact us
Privacy Officer: Johnathon Reeves Time Home Loans Pty Ltd Level 8, 490 Upper Edward Street, Spring Hill QLD 4000 Phone: (07) 3194 0888 or 0477 030 456 Email: [email protected]
17. Changes to this policy
We may update this Privacy Policy from time to time. The current version is always available on our website. You can ask us for a copy of this policy in another format at no cost.