Reach Out for More Information

1. Introduction

Oakfam Pty Ltd T/A Solid Oak Finance & Advisory (ABN 84 667 869 114) is committed to protecting your privacy. This policy outlines how we collect, use, disclose, and safeguard your personal information in accordance with Australian privacy laws.

2. Collection of Personal Information

We collect personal information to provide mortgage brokerage services, including:

• Name, contact details, and identification information.
• Financial details, credit history, and employment information.
• Business details for commercial mortgage applications.

We collect most personal information directly from you, whether in person, by phone, or electronically. We may also collect it from other sources when necessary. 

Personal information includes:

• Identification – Name, date of birth, address, account details, employment history, and qualifications.
• Financial details – Tax file number, bank accounts, superannuation, or insurance policies. Government identifiers are only used as required by law.
• Credit information – Credit history, capacity, and eligibility.
• Sensitive data including criminal record, collected only when necessary and with consent.

If you choose not to provide your information, it may affect our ability to offer you If you choose not to provide your personal information, we may be unable to offer the credit assistance you require, identify suitable loan or lease options based on your circumstances, verify your identity or safeguard against fraud, or inform you about products or services that could meet your financial needs.

Throughout our relationship, we may also collect transactional details, complaints, or inquiries related to our services.

We also may collect your information via your website activity. If you use our internet services, we monitor activity to verify your identity, provide information, and enhance our services. If you begin an online application but do not submit it, we may contact you to assist. Incomplete applications are temporarily stored before being securely destroyed.

3. Purpose of Collection

We only use your personal information for its intended purpose or as permitted by law. In addition to direct sources, we may obtain information from co-borrowers, guarantors, employers, accountants, real estate agents, referees, agents, solicitors, conveyancers, credit processing organizations, security assessors, identification bodies, and service providers involved in processing your credit application.

We collect personal information to:

• Assess mortgage applications and provide brokerage services.
• Communicate with lenders, insurers, and financial institutions.
• Comply with legal and regulatory obligations.

4. Disclosure of Information

We only disclose necessary information and take all reasonable steps to ensure compliance with the Australian Privacy Principles in handling your personal data.

We may disclose your personal information to:

• Confirm details with referees like your employer.
• Representatives acting on your behalf, such as lawyers, settlement agents, accountants, and real estate agents.
• Lenders, insurers, and credit reporting agencies.
• Our aggregator for compliance and reporting purposes.
• Government agencies and regulators as required by law.
• and any other parties with your consent.

5. Security of Information

We securely store personal information in both paper and electronic formats, taking reasonable measures to prevent misuse, loss, or unauthorized access.

Information is retained only as long as necessary for its intended purpose or to meet legal and ethical requirements. Our security measures include encryption, secure storage, and restricted access.

When no longer required, personal data is de-identified or securely destroyed.

6. Access and Correction

We are committed to keeping your personal information accurate and up to date. Please inform us of any changes during our relationship.

You can request access to your personal information at any time in writing, and in some cases, we may assist over the phone. Where reasonable and practical, we will provide it in your preferred format, and if a fee applies, we will inform you first.

In some cases, such as legal proceedings, risks to public safety, impact on others, frivolous requests, legal proceedings, unlawful disclosures, enforcement investigations, or confidentiality concerns, access may be restricted or denied. We will provide an explanation if this is the case.

To update your information, contact us. We rely on you to ensure its accuracy. If corrections are needed, we will assess and respond within 30 days. If a correction is denied, we will explain the reasons.

To request updates or copies of your information, contact us at:

Office: +61 413 511 772

Email: contact@solidoak.com.au 

7. Complaints and Contact Information

We care about your privacy and want to make sure your concerns are heard. If you are not happy with how we have handled your personal information, please reach out—we are here to help. We are dedicated to addressing your concerns and making things right for our customers and most issues are resolved swiftly.

You can contact us at: 

• Address: 3 Myuna Court, Patterson Lakes VIC 3197 
• Office: +61 413 511 772
• Email: contact@solidoak.com.au  

We will acknowledge your complaint within seven days. A decision will be provided within 30 days or any longer agreed period.

If you are still unsatisfied with our response, you can escalate your complaint to the Privacy Commissioner at:

• Online: www.oaic.gov.au/privacy
• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au 
• Fax: +61 2 9284 9666
• Mail: GPO Box 5218 Sydney NSW 2001 or GPO Box 2999 Canberra ACT 2601

8. Website Tracking and Cookies

If we collect data through cookies or tracking technologies, we will disclose this in our policy. Users can opt out of tracking where applicable.

9. Changes to Privacy Policy

This Privacy Policy may be updated from time to time. We will notify you of any changes via our website, email, or post. You can also contact us anytime for the latest version.