We are committed to ensuring that your personal information is protected.
It is important to understand that our companies provide a wide range of financial services and products and our companies may use and disclose your personal information in different ways.
Suncorp is the name we use to describe ourselves. Suncorp-Metway Limited is the owner of a group of companies that offer a range of financial products and services in banking, general insurance, life insurance, superannuation and investment products across Australia and New Zealand.
Suncorp consists of a large number of different companies and well known brands including:
Our general insurance brands
Our life and wealth management brands
Our other financial products or services brands
If you wish to obtain information about how your personal information is being dealt with by one of our businesses then you should contact them directly.
Personal information is information about an identifiable individual and includes facts or an opinion about you that identifies you or by which your identity can be reasonably determined.
Personal information also includes “sensitive information” which is also personal information and which is about your:
We will usually ask you for a broad range of personal information.
The specific type of personal information which we will collect will depend on which of the companies in our group you do business with and the type of product or service you choose from us. The details of exactly what personal information we need will be found on:
You can expect to be asked for the following types of personal information:
As we are a financial services group providing a range of banking, life and wealth and general insurance products and services, depending on the product or service you choose, you can also expect to be asked for some of the following types of personal information:
We store your personal information in a variety of ways. These may include:
The collection of your personal information is essential to enable us to conduct our business of offering and providing our range of financial products and services.
We generally collect your personal information for the purposes of:
In some parts of our group we are required to collect your personal information to satisfy our legal obligations, even when you may not be sure why it is relevant. Examples include under the Anti-Money Laundering and Counter Terrorism Financing Act (Cth) and the Corporations Act (Cth) in Australia.
If we can, we collect your personal information from you.
You give us your personal information in a number of ways such as completing an application form, requesting a product or service over the phone or Internet, or by visiting a branch in person. We also collect personal information at other times during the course of our relationship with you. This may be when you advise us of a change in contact details, renew your policy, make a claim or seek a variation to the terms of a loan you may have with us.
We may not be able to always collect your personal information from you directly. Sometimes we collect your personal information from other sources. Examples of where we may receive personal information about you from another source and why this may happen are:
The privacy legislation in Australia and New Zealand does not always require us to seek your consent to the collection, use and disclosure of your personal information. However, in compliance with the privacy regimes there are some circumstances where we are required to or choose to ask you for your consent.
We may ask for your express consent or infer your consent.
We will obtain your express consent by asking you to:
We will also respond to your express requests for contact, for example, if you ask us to call you or contact you at a certain pre-arranged time or frequency.
During our business relationship with you and depending on the products and services you choose from Suncorp, we may ask for your express consent on a number of occasions.
We may also infer your consent in certain circumstances. Your consent may be inferred by:
There are a number of other legislative regimes that influence how we deal with your personal information and other information that we collect from you.
If we send you electronic commercial messages via e-mail or SMS, we may infer your consent to being contacted in this manner, where you e-mail or SMS us your electronic address and you require or ask for a response using that same medium, or, when you raise no objection to our advised, intended communication with you in this manner. This type of communication is covered under the spam and unsolicited electronic messages legislative regime in Australia and New Zealand.
In Australia, if we telephone you, we may have to comply with anti-hawking requirements under the Corporations Act 2001 (Cth) and the Do Not Call Register Act 2006 (Cth). However, although you may have placed your telephone number on the Do Not Call Register and are an existing customer of Suncorp, you will still need to contact us directly and advise us if you do not wish to receive direct marketing contact from us,.
We use and disclose your personal information for the purposes for which we collected it.
In Australia, we may also use and disclose your personal information for a secondary purpose related to the purpose for which we collected it, where you would reasonably expect us to use or disclose your personal information for that secondary purpose. In the case of sensitive information, any secondary purpose, use or disclosure will be directly related to the purpose of collection.
In New Zealand, we may use and disclose your personal information for a secondary purpose only if that secondary purpose is directly related to the purpose of collection.
We may also use and disclose your personal information to another party in other circumstances in compliance with the privacy regimes in Australia and New Zealand including where:
Suncorp is interested in knowing what sorts of products and services will best meet the needs of our customers. To do this, we need to engage in research and development processes across Suncorp.
This may mean conducting research tasks such as market research or it may mean developing specific customer propositions for our customers by looking at the products you already have purchased from Suncorp.
Where possible and practicable, we will use aggregated or de-identify information to conduct our research and product development. However, sometimes we may need to use personal information to understand how we can improve our products and enhance your experience with us.
We may perform these research tasks in-house, or we may outsource the activity to a third party. If we do outsource to a third party we will ensure they comply with the Australian and/or New Zealand privacy regimes.
We would like to use and disclose your personal information to keep you up to date with the range of products and services available from Suncorp. Generally, our companies in the Suncorp group will use and disclose your personal information for Suncorp’s marketing purposes.
We will not use your personal information for marketing purposes if:
We will not use and disclose sensitive information for the purposes of marketing.
If you do not want us to use and disclose your personal information for the purpose of marketing products and services to you, you should contact us and tell us.
You can tell us by:
If you have told us you no longer wish to receive information about a Suncorp brand product and/or service, we will not contact you about any other products or services that Suncorp brand offers. You can, however, change your mind about receiving information about our products and services at any time - just let us know.
You should be aware that often the law requires us to provide you with certain information about the product or service you have chosen to receive from us. You will continue to receive this type of information from us even if you have decided not to receive information about our products and services generally.
The parties to whom we may disclose your personal information to and receive personal information from will depend on which company in our group you do business with, and what product or service you receive from us. Some examples of the parties to whom we may disclose your personal information to and receive personal information from are:
In the course of operating our business and to better understand your needs and improve our financial products and services, we may disclose your personal information to persons who may appear to be unrelated to us or the provision of products and services to you. These people are service providers who assist us in our business and who make the provision of our services and products better.
Many of these service providers work in the background for us and are essential, because they allow us to continue providing you with the level of service you have come to expect from Suncorp. Examples of the types of services and service providers are:
There are also other instances where we may have to send your personal information overseas or collect personal information from overseas. These instances include:
If we request personal information about you and you do not provide it, we may not be able to provide you with the financial product or service that you request or manage or pay any claim under and insurance policy.
In addition, if we are required to comply with certain legislation to provide you with the products and services you choose, then collection of certain personal information will be mandatory.
Generally, it is not possible for us to provide you with our products and services unless we have identified you and in some cases, such as when you wish to open a bank account or invest with us or you withdraw funds from your superannuation, the law requires that you identify yourself to us.
If it is lawful and practicable to do so, we may offer you the opportunity to deal with us anonymously. For example, when making an inquiry about current interest rates applicable on term deposits or the type of products or services we offer.
You can request access to the personal information we hold about you by contacting us.
If accessing your personal information will take an extended period of time, we will inform you of the likely delay. For more detailed requests for access to personal information, for example, access to information held in archives, a fee may be charged to cover the associated cost of retrieval and supplying this information.
If you wish to lodge a request to access your personal information you can contact us by:
In some circumstances we are able to deny your request for access to personal information. The privacy regimes in Australia and New Zealand outline circumstances under which we may not agree to allow you access to some or all of the personal information that you have requested. The types of circumstances where we may deny you access to personal information include where the:
If we deny your request for access, we will tell you why.
It is important to note there are a number of reasons which may also prevent us from giving you access to your personal information simply because it is not practicable. For example:
We rely on the accuracy of the personal information we hold about you to efficiently provide our financial products and services to you.
We will take reasonable steps to ensure that any personal information about you which we collect, use or disclose is accurate, complete and up-to-date. This includes taking reasonable steps to correct inaccurate, incomplete or out-of-date personal information, if you have asked us to do so.
If we disagree with your request for correction of your personal information, we will attach a statement to the information of the correction that you seek but which has not been made.
We will take all reasonable steps to protect your personal information from loss, misuse, unauthorised access, modification or disclosure.
We protect your personal information by:
If you use our transactional or information web sites and communicate with us via your computer or via sms on your mobile then we may collect your personal information.
Our web sites rely on “cookies” to provide a number of services to you. A cookie is a piece of data that an Internet site sends to your browser and which may then be temporarily stored on your computer. Cookies generally allow the Internet site you are browsing to interact more efficiently with your computer. The cookies we use are non-persistent, meaning that they allow you to be logged in and operate efficiently with our web sites but once you have logged out of your session the cookies are no longer active.
Usually you can set your browser to notify you before you receive a cookie, so that you can decide whether to accept it, however sometimes, if you do not accept a cookie it may affect your use of our web site.
The cookies used by Suncorp are not used to track your specific or personal browsing habits. Suncorp does use these cookies to collect statistical information, such as how many visitors our Internet sites receive and how these users interact with the site, however, the information is specific to the session and where that person went, not who that person is. Suncorp collects and uses this de-identified information to maintain and improve the operation of our Internet sites.
Suncorp maintains industry standard technology and procedures in respect to its information management and provision of online services. Suncorp has an ongoing program of review and enhancement of its security measures. The reviews and updates address such matters as policies, processes and procedures,and technology reviews such as software, virus protection and fire wall settings.
E-mail transmissions, such as sending us an email via Outlook, Outlook Express, Hotmail or Gmail, are not necessarily secure. If you have any concern about the security of the contents of your e-mail or any other transaction over the Internet then you should consider contacting us by other means, such as telephone or visiting a branch or service centre.
Suncorp does however employ encryption techniques similar to other financial institutions and internet transactions systems globally. If you make a transaction involving the submission of personal information over the Internet to Suncorp using one of our online forms or via “Secure Messages” then Suncorp employs encryption technology to ensure the security of that personal information transmission.
Once Suncorp has received your personal information, it is stored and protected by a range of security controls including firewalls, user identification requirements and audit trails. Suncorp's systems and information technology infrastructure are regularly audited both by internal and external experts and regulatory bodies.
Yes you can. Please complain to us first. We would like to try and resolve your privacy complaint.
If you are a New Zealand customer, please complain by contacting the Privacy Officer. Their contact details are:
New Zealand Privacy Officer
Private Bag 92120
If you are not satisfied with our response, you can refer your complaint to the relevant Privacy Commissioner.
You can contact the Federal Privacy Commissioner:
In New Zealand.
You can contact the Privacy Commissioner:
Chief Privacy Officer IPC FI011
GPO BOX 1453
Brisbane, QLD 4001
Date of Issue: 13 February 2009
© Suncorp Life & Superannuation Limited 2012