Privacy Policy

1. About this policy and who we are

This policy explains how we collect, hold, use and disclose your personal information. It also explains how you can access it, correct it or complain. Time Home Loans Pty Ltd (ABN 53 161 695 012, ACN 161 695 012) (Time Home Loans, we, us) is a credit representative (credit representative number 529395) of outsource Financial Pty Ltd (ABN 42 131 090 705, Australian Credit Licence 384324) (outsource Financial). Our credit representative, Johnathon Reeves, holds credit representative number 478570.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). For credit information, we are also bound by Part IIIA of the Act and the Privacy (Credit Reporting) Code. outsource Financial also handles personal information about our clients in its role as our licensee. You can read its privacy policy at outsourcefinancial.com.au/privacy-policy/.

Privacy contact: Johnathon Reeves, Privacy Officer, Time Home Loans, PO Box 2505, Brookside Centre QLD 4053. Email: johnathon.reeves@timehomeloans.com.au. Phone: 07 3194 0888.

2. The personal information we collect

The information we collect depends on what you ask us to do. It may include:

We don’t ask for sensitive information (such as health, racial or ethnic origin, or criminal history) unless it is needed for your application, for example information about a health matter that affects your income or insurance. We only collect it with your consent or where the law permits.

3. How we collect it

We collect personal information directly from you wherever we can: through enquiry, fact-find and application forms, phone calls, meetings, emails, text messages, online booking and chat, plus the tools on our website such as the property report form.

We may also collect it from other sources, with your consent where the law requires it: lenders and other credit providers, credit reporting bodies, your employer, accountants and other advisers, property data providers, identity verification services, referrers (such as real estate agents, accountants and other professionals) and publicly available sources. If you give us information about another person, such as a co-borrower or guarantor, please make sure they know and agree.

4. Why we collect, use and disclose it

We use personal information to:

We use personal information only for the purpose we collected it, for a related purpose you would reasonably expect, with your consent, or as the law requires or allows. If we can’t collect the information we need, we may not be able to provide credit assistance.

5. Who we share it with

We may disclose your personal information to:

We require our service providers to protect your information and use it only for the services they provide to us. We don’t sell your personal information.

6. Credit information and Equifax

When you apply for credit, we may collect and hold credit information about you, including credit reports, credit scores, repayment history, defaults and enquiries. We use it to assess whether credit is suitable for you and to support your application. We may disclose it to lenders you apply to.

We obtain credit reports from Equifax, only with your consent. We don’t report or disclose credit information to credit reporting bodies. Equifax has its own policy on how it handles credit information, available at equifax.com.au/credit-reporting-policy. You can contact Equifax on 13 8332, by mail at PO Box 964, North Sydney NSW 2059 or through equifax.com.au/contact. You can ask a credit reporting body not to use your information for pre-screening by credit providers. You can also ask it to stop using or disclosing your information for 21 days if you believe you have been, or are likely to be, a victim of fraud.

You can ask us for access to, or correction of, credit information we hold (section 17).

7. Artificial intelligence tools

We use artificial intelligence (AI) tools to work more efficiently: for example to summarise documents and file notes, draft emails, organise information, check an application against a lender’s requirements and answer questions about our own policies. The tools we use are:

Client information, including financial and identity documents, may be processed by these tools. We limit what we enter to what the task needs. We never enter tax file numbers or identity document numbers. A person always makes the decisions: AI does not decide whether you receive credit assistance, which lender we recommend, or whether credit is suitable for you. A member of our team reviews AI-assisted work before it is used. AI is used only by authorised staff. We remain responsible for your information when it is processed by these tools.

If you don’t want your information processed using AI tools, tell us and we will note your preference and, where we reasonably can, handle your file without them.

8. Property reports

If you request a property report on our website, we collect the property address you enter and your name and contact details. We use the address to obtain property data from Cotality (cotality.com/au). We use your contact details to send you the report and to follow up with you about your property or finance goals, as you have agreed. The report is general information only. It is not a valuation and it is not financial or credit advice. We keep a record of your request so we can contact you about it. Cotality handles information under its own privacy policy.

9. Time Concierge and Movinghub

We offer our clients and website visitors access to Time Concierge.

Time Concierge is a utilities connection service provided by Movinghub, not by us. If you use it, you ask us to pass your details to Movinghub so it can contact you about connecting electricity, gas, internet and other services at your new address.

We send your name, contact details and the address you are moving to (and your move date if you give it) to Movinghub Corporate Pty Ltd (ABN 73 603 267 465) and Movinghub Pty Ltd (ABN 64 637 137 154). They handle your details under their own privacy policies. We do this only after you tick the consent box on the form.

We may receive a referral fee from Movinghub if you take up a service through it. This doesn’t change the price you pay. You are under no obligation to use Time Concierge. It is separate from any credit assistance we provide. You can opt out at any time by contacting us or Movinghub.

10. Referrals, rewards, competitions and recruitment

Referral and Rewards Program. If you take part in our referral program, we collect the referrer’s name and contact details plus the details of the person referred. We only contact a referred person with their consent. We tell the referrer the outcome only if the referred person agrees. We collect reward payment details to pay any reward that is permitted.

Insurance referrals. We don’t arrange insurance. If you ask us to refer you to an insurance provider, we pass on your name and contact details with your consent. We will tell you if we receive a benefit for the referral.

Competitions and events. If you enter a competition or give your details at an event, we use them to run the draw, contact winners and, where you have agreed, follow up with you. Terms of each competition apply.

Recruitment and suppliers. If you apply for a job or supply services to us, we collect your application, references and relevant checks. We use them only for recruitment or the supply arrangement.

11. Direct marketing and unsubscribing

We may send you information about our services by email, SMS, phone or post. We do this only where you have consented (expressly, or inferred from our existing relationship as the Spam Act 2003 allows). Every commercial electronic message identifies us and includes a working way to unsubscribe. We act on unsubscribe requests within five business days. You can also opt out by contacting us. If your number is on the Do Not Call Register, we don’t market to you by phone unless you have agreed.

12. Our website, cookies and analytics

Our websites use cookies and similar technologies to make the site work, remember your settings, measure traffic and understand which pages and ads are useful. We use:

These tools may collect your IP address, device and browser details and browsing activity. Some of that information is held by the providers outside Australia. You can block or delete cookies in your browser settings. You can also opt out of Google Analytics and manage Meta ad settings through those services, though parts of our site may then not work properly. Our site links to third-party sites we don’t control. Their privacy practices may differ.

13. Phone calls and recordings

We record all incoming and outgoing phone calls for training, quality assurance and compliance. We also record them to keep an accurate record of what was discussed. We tell you at the start of the call. If you don’t want to be recorded, you can contact us by email or in writing instead. Recordings are stored securely and kept for the period in section 15.

14. Overseas disclosure

Some of our service providers store or process information outside Australia. Based on the tools we use, that includes the United States (for example GoHighLevel, Anthropic (Claude), Google, Meta and Microsoft Clarity) and may include other countries where our providers run their systems. Before disclosing your information overseas we take reasonable steps to make sure the recipient handles it consistently with the APPs.

15. Security, storage and retention

We hold information electronically in secure cloud systems and, in a few cases, on paper. We protect it with access controls, multi-factor authentication, encryption in transit and at rest, staff training and supplier checks. Only people who need your information to do their job can access it.

Credit providers and credit representatives must keep records for at least seven years. We keep your information for as long as we need it for the purposes in section 4 and to meet our legal obligations. We then securely destroy or de-identify it.

16. Anonymity and government identifiers

You can deal with us anonymously or under a pseudonym when asking general questions. We can’t do this once you ask for credit assistance, because we must verify your identity.

We don’t use a government identifier (such as your tax file number, Medicare number or driver licence number) to identify you in our own systems. We use or disclose one only as the law allows.

17. Access and correction

You can ask to see the personal information we hold about you, or to correct it, by contacting our privacy officer (section 1). We will respond within 30 days (or, for credit information, within the timeframes in the Privacy (Credit Reporting) Code). We may ask you to verify your identity first. We don’t charge for making a request. If we refuse, we will tell you why in writing and how to complain.

18. Complaints

If you think we have breached the APPs or the credit reporting rules, contact our privacy officer in writing (section 1). We will acknowledge your complaint within one business day and aim to resolve it within 30 days. outsource Financial can also handle complaints about our service.

If you aren’t satisfied, you can complain to the Australian Financial Complaints Authority (AFCA): 1800 931 678, info@afca.org.au, www.afca.org.au, GPO Box 3, Melbourne VIC 3001 (outsource Financial’s AFCA membership number is 44623). You can also complain to the Office of the Australian Information Commissioner (OAIC): 1300 363 992, www.oaic.gov.au.

19. Data breaches and changes to this policy

If we have an eligible data breach that is likely to result in serious harm, we will notify you and the OAIC as the Notifiable Data Breaches scheme requires.

We may update this policy from time to time. The current version is always on our website and shows the date it took effect. This version took effect on 17 October 2026.