Privacy Policy

Last updated 3 August 2026

This policy explains how Borrow Well Pty Ltd ("Borrow Well", "we", "us") handles your personal information and your credit-related information. It applies to everyone who contacts us, applies through us, or uses this website.

Borrow Well is a mortgage broking service founded by Emma Roberts, operating as Australian Credit Representative 574425 under Australian Credit Licence 390261.

We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth). Because we arrange consumer credit, we are also bound by Part IIIA of that Act and by the Privacy (Credit Reporting) Code, which impose additional obligations on how credit information is handled.

What we collect

The information we collect depends on what you ask us to do. It generally includes:

Identity and contact details: name, date of birth, address, email, telephone number and identification documents.
Financial information: income, employment, assets, liabilities, expenses, bank and loan statements, tax returns and notices of assessment.
Information about the property involved, including valuations and rental income.
Credit information and credit eligibility information, described below.
Details of your objectives and requirements, which we are required to record in order to assess whether a loan is not unsuitable for you.
Website usage information, described under "This website" below.

Where you give us information about another person — a co-borrower, guarantor, spouse or dependant — you confirm that you are authorised to do so and that you have made them aware of this policy.

Credit information

Part IIIA of the Privacy Act regulates a specific category of information. "Credit information" includes identification particulars, the type and amount of credit you have applied for, the fact that you have made an application, your repayment history, default information and information about serious credit infringements. "Credit eligibility information" is credit reporting information supplied to us by a credit reporting body, together with any assessment we derive from it.

With your consent we may obtain a credit report about you from a credit reporting body in order to assess an application. We may disclose your credit information to credit providers and lenders you have asked us to approach, to mortgage insurers where relevant, and to other parties permitted under Part IIIA.

We do not use or disclose credit eligibility information for direct marketing. We hold it separately from other information where practicable, and we apply the security measures described below.

Why we collect it

To assess your borrowing position and identify credit products that may suit you.
To prepare, submit and manage a credit application on your behalf.
To meet our responsible lending and disclosure obligations, including providing you with a Credit Guide and Credit Proposal.
To verify your identity under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
To respond to your enquiries and to keep in touch about your lending, where you have consented.
To meet our record-keeping and other legal obligations.

Who we disclose it to

We may disclose your information to:

Lenders and credit providers you have asked us to approach.
The Australian Credit Licensee under whose licence we operate.
Credit reporting bodies, mortgage insurers and valuers.
Aggregators, referrers and software providers who support our broking services, under confidentiality obligations.
Your nominated accountant, solicitor, conveyancer or financial adviser, where you ask us to.
Regulators, courts and other parties where we are required or authorised by law.

Some of the service providers we use, including software and email providers, may store information on servers located outside Australia. Where that occurs we take reasonable steps to ensure the recipient handles the information consistently with the Australian Privacy Principles.

Security and retention

We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. That includes access controls on our systems, encryption of data in transit, and restricting access to those who need it to do their job.

We retain your information for as long as we are required to by law, which for credit-related records is generally at least seven years after our engagement ends. When it is no longer needed and we are no longer required to keep it, we destroy or de-identify it.

Accessing and correcting your information

You may ask us for access to the personal information, credit information or credit eligibility information we hold about you, and you may ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Email hello@borrowwell.com.au with your request. We will respond within the timeframes required by the Privacy Act, usually 30 days. We do not charge for making a request, though a reasonable charge may apply for providing access in some circumstances.

Complaints

If you believe we have mishandled your information, contact us first at hello@borrowwell.com.au or on 0470 461 263. We will acknowledge your complaint and respond within the timeframes required under the Privacy Act and the Credit Reporting Code.

If you are not satisfied with our response, you may take the matter to the Australian Financial Complaints Authority, which provides free and independent dispute resolution, or to the Office of the Australian Information Commissioner.

This website

When you use this website we may collect technical information such as your IP address, browser type and the pages you visit. Where you submit an enquiry form, we collect the details you provide together with the page you submitted from, so we can respond in context.

See our cookie policy for how cookies and similar technologies are used, and how to control them.

Changes to this policy

We may update this policy from time to time. The current version is always available on this page. This version was last updated on 3 August 2026.