Privacy and complaints
Zafar Karim is a Credit Representative of Mortgage Australia Group Pty Ltd (ABN 99 091 941 749, Australian Credit Licence 377294). Your personal information is handled under Mortgage Australia Group's privacy policy. This page explains what our website collects and how to make a complaint.
Mortgage Australia Group's privacy policy
Read Mortgage Australia Group's privacy policy (PDF)
The policy is version 1.0, dated 23 August 2020. It explains what information Mortgage Australia Group and its representatives collect, who they may share it with, and how they protect it. It also explains how to access or correct your information.
For Mortgage Australia Group's privacy and complaints contacts, use the details in its privacy policy. You can also ask Zafar on 0402 357 860 or homeloans@veurr.com.au.
Collection notice for our enquiry forms
What we collect. The details you type into an enquiry or call-back form. That can include your name, phone, email, what you need, your timing, state, rough loan size and how you heard about us. If you ask Zafar to check a calculator result, the figures you entered are sent too.
What the website adds. With each enquiry, we record the page you arrived on and the page you sent it from. We also record the website that referred you (its address only) and any campaign tags in the link. We also store your country, worked out from your connection, and your browser type. Your internet address is kept for no more than three hours, to limit spam.
Why. To respond to your enquiry and, if you go ahead, to provide credit assistance. The source details tell us how people find us. If you do not give us your name and a way to contact you, we cannot respond.
Who handles it. Your enquiry goes by email to our shared home loans mailbox (homeloans@veurr.com.au). It is read by Zafar and authorised staff. Mortgage Australia Group, his credit licensee, may also see it. The mailbox is stored by Microsoft 365. Where Microsoft stores it depends on the account, and it may be outside Australia (Microsoft explains its data locations). Our website host, Cloudflare, stores enquiries and sends them to that mailbox. Cloudflare may hold them outside Australia, in data centres in many countries, including Australia. The people who maintain this website for Zafar can access enquiries to keep the form working and to count how many arrive.
What we do not collect. The site's own code sets no cookies, and it runs no analytics or call tracking. The calculators work in your browser and send nothing unless you ask Zafar to check a result.
After your enquiry, Mortgage Australia Group's privacy policy applies, including how to access or correct your information and how to complain about its handling.
Complaints
Step 1. Talk to Zafar first on 0402 357 860 or homeloans@veurr.com.au. Most problems can be fixed quickly.
Step 2. If the issue is not resolved within 5 working days, it is escalated to Mortgage Australia Group's Complaints Officer under its internal complaints process. You can also contact the Complaints Officer directly, using the details in Mortgage Australia Group's privacy policy. We will give you a written response no later than 30 calendar days after we receive your complaint, as ASIC's internal dispute resolution rules require. Older Mortgage Australia Group documents mention 45 days; the 30-day limit applies.
Step 3. If you are not satisfied, you can take your complaint to the Australian Financial Complaints Authority (AFCA). It provides external dispute resolution for consumers at no cost to you. Phone 1800 931 678, email info@afca.org.au, visit afca.org.au, or write to GPO Box 3, Melbourne VIC 3001.
Privacy complaints. If you are unhappy with how your personal information was handled, contact us or Mortgage Australia Group first. If it is not resolved, contact the Office of the Australian Information Commissioner. Phone 1300 363 992, visit oaic.gov.au, or write to GPO Box 5288, Sydney NSW 2001.