- Privacy Statement
- What kinds of personal information do we collect and hold?
- Why do we collect, hold, use and disclose personal information?
- How do we collect personal information?
- How do we hold and protect your personal information?
- Who do we disclose your personal information to, and why?
- Do we disclose personal information overseas?
- Do we use or disclose personal information for marketing?
- Access to and correction of personal information
- Resolving your privacy concerns and complaints – your rights
- Delivering on our service promise
- Our commitment to you
- Contact us
- If you are still unhappy
- Other Acknowledgements
We are committed to protecting your privacy.
We are bound by the Privacy Act 1988 (Cth) and must protect your personal information according to that Act and other applicable laws, such as the Spam Act 2003 (Cth) (‘Privacy Laws’).
We collect personal information from you to process your application, provide you with your product or service, and manage your product or service (including internet and mobile banking).
When you apply for, register your interest in, or enquire about a product or service, we collect information that is reasonably necessary to be able to provide you with those products or services. For instance, we may ask for identification information such as your name, address and date of birth.
When you use Internet Banking or Mobile Banking, we may collect your personal information (including your location) to provide you with a range of banking services for accounts linked to your Internet Banking facility and to verify your activity for security purposes.
Bank of Melbourne has a general duty of confidentiality towards you, except in the following circumstances:
- where disclosure is compelled by law;
- where there is a duty to the public to disclose;
- where the interests of Westpac Group require disclosure;
- where disclosure is made with your express or implied consent.
When you use Mobile Banking, we may collect information from your device (including your Device ID), to verify that you are using a trusted device.
To access some services within Mobile Banking, we may need to request access to certain features on your mobile device. We will always ask for your permission before we access anything stored on your mobile device. If you do not provide us permission, we may not be able to provide the service you requested.
We may access a range of features on your Mobile Banking Device but we do not store or retain this information including:
- your location to customise the look and feel of the Mobile Banking App and to verify your use of the Mobile Banking App including transactions
- your biometrics stored on the mobile device to logon to the Mobile Banking App with supported devices
- contact information stored on your device to make a payment or to send a payment notification (e.g. a phone number)
We may also collect general statistics in relation to activity. This data is anonymised and used to improve your experience on the Mobile Banking App and our products and services.
The main reason we collect, use, hold and disclose personal information is so we can provide you with products and services (including where applicable, third party products and services) and to help us run our business. This may include:
- checking your eligibility for the product or service;
- assisting you where online applications are not completed;
- providing you with the product or service;
- helping you manage the product or service;
- developing insights and conducting data analysis to improve the delivery of products and services, enhance our customer relationships and effectively manage risks;
- preventing, detecting and investigating suspicious or fraudulent activities; and
- understanding your interests and preferences so digital content, products and services can be tailored.
We collect most personal information directly from you whether in person, on the phone or electronically, for example when you visit our websites, online banking services or use our mobile or tablet applications;
Sometimes we collect personal information about you from other people or organisations, for example from other Westpac Group companies, publicly available sources of information and credit reporting bodies or service providers, such as companies that provide fraud prevention reports.
Much of the information we hold about you will be stored electronically in secure data centres located in Australia. We also store information in other Westpac Group secure data centres or the data centres of our contracted service providers (including cloud storage providers), and some of these data centres may be located outside Australia.
We use a range of physical, electronic and other security measures to protect the security, confidentiality and integrity of the personal information we hold both in Australia and overseas.
We may share your personal information with other Westpac Group companies. Sometimes we may disclose your personal information to organisations outside the Westpac Group who help us deliver or support our provision of products and services to you. For example our agents, contractors and contracted service providers, insurers, and credit reporting bodies.
We may disclose your personal information to a recipient located outside Australia. For example, this may include the following:
- Westpac Group companies; and
- our contracted service providers or parties who we work with, that operate overseas, which are likely to be located in, but not limited to, the United States, New Zealand, India, the Philippines, UK, Malaysia and Brazil.
We may use your personal information to directly offer you products and services that we believe may be of interest and value to you, but we will not do this if you tell us not to. These products and services may be offered by a member of the Westpac Group or one of its preferred suppliers by various means, including by mail, telephone, email, SMS or through social media or targeted advertising through Westpac Group or non-Westpac websites or our online banking services.
Please call us on 13 22 66 or visit any of our branches if you do not wish to receive marketing communications from us.
You can request access to the personal information we hold about you. You can also ask for corrections to be made. To do so, please contact us.
If you have a question or complaint about how your personal information is being handled by us, our affiliates or contracted service providers, please contact us first using the contact details provided below.
We're constantly striving to provide the best possible service, and we'll do our best to resolve any concern you have efficiently and fairly.
If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.
Our aim is to resolve your complaint within five (5) business days, and where possible we will resolve your complaint on the spot. If we need additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Managers in our Customer Solutions team.
Our Customer Solutions Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint.
- over the phone on 13 22 66 – call centres are open 8am – 8pm, Monday - Saturday from anywhere in Australia
- visiting any of our branches in person
- online at bankofmelbourne.com.au – using our secure feedback form to provide feedback, share your suggestions, provide a complaint or compliment or
- write to us at Reply Paid 5265, Sydney NSW 2001.
Our Privacy Officer can also be contacted in relation to privacy concerns by writing to Reply Paid 5265, Sydney NSW 2001.
If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g., banks), where that complaint falls within AFCA’s terms of reference. The contact details for AFCA are set out below:
- Australian Financial Complaints Authority
- GPO Box 3 Melbourne VIC 3001
- Phone: 1800 931 678 (free call)
- Email: email@example.com
- Online: www.afca.org.au
Under the Privacy Act you may complain to the Office of the Australian Information Commissioner (OAIC) if you have raised a complaint with us and you’re not happy with our response or have concerns about the way we handle your personal information. The contact details for the OAIC are set out below:
- Office of the Australian Information Commissioner
- GPO Box 5218 Sydney NSW 2001
- Phone: 1300 363 992
- Online: www.oaic.gov.au
- Secure webform: Privacy Complaint Form