About this document
This document sets out how the Bendigo and Adelaide Bank Group
safeguards your privacy. In this document, the Bendigo and Adelaide Bank Group
Bendigo and Adelaide Bank Limited;
Bendigo and Adelaide Bank Limited subsidiary companies, including Leveraged Equities
Bendigo Bank agencies; and
Bendigo Bank franchises (including Community Bank® branches).
This document has been developed to follow a ‘layered’ format
which means that it offers layers of detail. You can therefore read as much or
as little as you like and can find what you need quicker.
Bendigo and Adelaide Bank Group recognises the importance of
protecting your privacy. We are committed to ensuring the continued integrity
and security of the personal information you entrust to us.
We appreciate that the success of our business is largely
dependent upon a relationship of trust being established and maintained with
past, current and prospective customers, shareholders and other individuals
with whom we conduct business. We will therefore continue to collect and manage
your personal information with a high degree of diligence and care.
Our aim is to comply at all times with the privacy laws
(incorporating the National Privacy Principles) that apply to us. If you have a
comment, query or complaint regarding a privacy matter, we encourage you to
discuss it with us.
We usually collect personal information directly from you.
Sometimes we collect or confirm this information from a third party such as a
credit reporting agency. We will have used reasonable efforts to obtain your
consent to do this.
We collect personal information that includes details such as
date of birth;
contact details (such as phone and fax numbers, e-mail addresses); and
financial information about you such as information about your use of financial
products and services which you acquire from or through us.
In some cases, we may need to collect sensitive information from
you (such as health related information). In these circumstances we will ask
for your consent to collect that information if the National Privacy Principles
require that we do so.
As part of our business operations we also collect personal
information from other individuals such as shareholders and non-corporate
suppliers. Where you are not a customer of ours you may still seek confirmation
as to whether we hold information in relation to you. For the purposes of
complying with our obligations under anti-money laundering laws, we are
required to collect your personal information to confirm your identity and we
may also collect personal information about you from commercially available
third party databases.
When you visit our websites, either we or our service provider
will record information (such as your computer’s IP address and top level
domain name, the type of browser you are using, the date, time and pages
accessed) in relation to your visit for statistical purposes. This information
is collected as aggregated data and the user remains anonymous. We do not
attempt to identify users of our websites except where we specifically ask for
your personal information, which includes online banking and online services
provided to our business partners.
Use and disclosure
We use your personal information in order to:
provide you with financial products and services (including situations where we
are an agent for another product issuer);
assist you with your queries or concerns;
comply with any legal or regulatory obligations imposed on us
perform our regular and necessary business functions (such as internal audit
investigations, performance reporting, research, product development and
To do this, we may disclose your personal information to
organisations that carry out functions on the Group's behalf. This may include
for example, mailing and printing houses, cheque and electronic transaction
processors, information technology service providers, professional advisers,
account holders and operators, valuers, introducers, guarantors (and the broker
or adviser of a guarantor), debt collection agencies, regulators and government
authorities. Our agreements with these entities ensure this information is only
used to carry out functions on our behalf.
Depending upon the type of product you have requested, we may
also disclose your personal information to authorised representatives, any
attorney you appoint and any person you nominate to be contacted in case of a
margin call, your financial adviser or broker, share registries, fund managers,
master trust and wrap providers, ASX Settlement and Transfer Corporation Pty
Limited, CHESS and any entity through which we interface with CHESS, any
organisations acquiring an interest or involved in managing corporate risk
(e.g. organisations involved in securitisation), credit reporting agencies, the
trustee or manager of a superannuation fund and insurance companies.
In the case of shareholders, personal information is disclosed
to our share registry service provider.
Your personal information may also be shared within the Bendigo
and Adelaide Bank Group and our joint venture partners so that you can be told
about other financial products and services we think you may be interested in.
This may include products and services offered or distributed by us or the
companies we are associated with. You can opt out of receiving this information
(see below – Opting out of product promotions).We do not sell your personal
information to outside companies.
We provide services to a number of business partners and their
customers. In order to provide these services, personal information may be used
and exchanged. The information of these customers is given the same level of
protection and treated in the same way as for customers of the Bendigo and
Adelaide Bank Group.
Where we have collected your personal information on behalf of
another party (for example, where we are an agent for another product issuer)
the use of your personal information by that party is governed by their privacy
policy. You should contact them to understand how they might use your personal
In some cases, your personal information may be transferred
overseas. For example, when you instruct us to carry out a transaction such as
a telegraphic transfer to or from an overseas country. We will only transfer
your personal information overseas with your consent or in a way which is
otherwise consistent with our obligations under the Privacy Act.
Access and correction
In most cases you will be able to gain access to personal
information about you held by us.
We will also take reasonable steps to amend or correct your
personal information to keep it accurate and up-to-date. Please contact us if
you would like to access or request a correction of your personal information
(see ‘Contacting us’ below).
Storage and security of your personal information
We will take reasonable steps to keep the personal information
that we hold about you secure to ensure that it is protected from loss,
unauthorised access, use, modification or disclosure.
Your personal information is stored within secure systems that
are protected in controlled facilities. Our employees and authorised agents are
obliged to respect the confidentiality of any personal information held by us.
We use our best efforts to ensure that information received via
our websites remains secured within our systems. We are regularly reviewing
developments in online security, however users should be aware that there are
inherent risks in transmitting information across the internet. Information
transmitted via our websites is protected by a 128-bit encryption technology.
websites easier by storing information about your preferences and enabling you
to take full advantage of our services. Cookies are very small text files that
a website can transfer to your computer's hard drive for record keeping.
our websites are visited most often, or whether you visited our site from a
banner advertisement for one of our products and services on another party’s
Sometimes Cookies are used by a third party service provider who
we have an agreement with to monitor the success of our marketing campaigns.
The third party service provider uses the Cookies to collect information such
as when you visited our site, your browser type and the server that your
computer is logged in to.
The information is used in an aggregate form and generally no
personal information is collected by the third party service provider. Our
agreements with these third parties ensure this information is only used to
carry out functions on our behalf, and if any personal information is collected
the confidentially of that information is maintained.
Most internet web browsers are pre-set to accept cookies to
enable full use of websites that employ them. However, if you do not wish to
receive any cookies you may configure your browser to reject them or receive a
warning when cookies are being used. In some instances, this may mean that you
will not be able to use some or all of the services provided on our websites.
However you may still be able to access information only pages.
Changes to this document
From time to time, it may be necessary for us to review our
document at any time and to notify you by posting an updated version on our
Privacy concerns or complaints
If you have concerns or wish to make a complaint regarding the
treatment of your personal information by us please contact us.
personal information we may hold in relation to you, or about the way we manage
your personal information you can contact us as follows:
Customer Help Centre
PO Box 480
Bendigo Vic 3552
Tel: 1300 361 911
Customer Relations Department
PO Box 1048
Adelaide SA 5000
Tel: 13 22 20 or 1300 652 220 (outside South Australia)
Adelaide Managed Funds
Customer Relations Department
Reply Paid 1048
Adelaide SA 5001
Tel: 1800 224 124, fax (08)8300 6661,
GPO Box 5388
Sydney NSW 2001.
Tel: 1300 307 807
Fax:(02) 8282 8383
If you would like to contact an entity in the Bendigo and
Adelaide Bank Group which is not listed above, please contact the Bendigo Bank
Customer Help Centre.
Further information about privacy