Privacy Policy

Who we are

In this Privacy Policy, “we”, “us” and “our” refer to AOA Finance Pty Ltd trading as Urbane Finance (ABN 60 669 529 506), Credit Representative Number 509676, authorised under AEXPHL Group Pty Ltd (ABN 42 622 654 255), Australian Credit Licence 509125.

Our commitment to protect your privacy

At Urbane Finance we understand that the details you provide us are private and personal. It is important that you feel secure whenever you deal with us, and that you understand how we protect your privacy and how we may use your details.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and by the credit reporting provisions in Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code. Our policies relating to personal information are designed to ensure that you are protected under Australian privacy laws.

Personal information we collect

Personal information is information or an opinion about you from which your identity is apparent or can reasonably be worked out. The personal information we hold about you may also include credit information.

Credit information is information used to assess your eligibility for finance, and may include finance you have outstanding, your repayment history and any defaults. Credit information is usually exchanged between credit providers and credit reporting bodies.

The kinds of personal information we may collect include your name, date of birth, contact details, address, account details, occupation and any other information we may need to identify you. If you are applying for finance, we may also collect the number and ages of your dependants and cohabitants, how long you have lived at your current address, your employment details, and evidence of your income, expenses, assets and liabilities. If you apply for an insurance product through us, we may also collect health information — we will only do so with your consent.

Why we collect your personal information

We collect personal information to provide credit assistance to you, including assessing your finance needs, recommending and applying for finance on your behalf, and managing that finance. We may also use it to comply with our legal obligations, for direct marketing (see Direct marketing), and to manage our relationship with you. From time to time we may offer you other products and services.

How we collect your personal information

Where reasonable and practical we collect personal information directly from you. We may also collect it from other people and organisations, such as lenders, credit reporting bodies, other finance brokers, referrers, accountants, lawyers, and identity-verification services.

Use of artificial intelligence (AI) tools

We use artificial intelligence (AI) tools to help our team work efficiently and accurately — for example, to draft emails and documents, organise our inbox, summarise lender policies, prepare first drafts of calculations and loan comparisons, and take notes of meetings or calls (only where you have been told the meeting is being recorded and have agreed). The AI tools we currently use include Claude (provided by Anthropic) and Fyxer.

When we use these tools, some of your personal information may be processed by the AI provider on our behalf. We only use AI tools that have been assessed and approved under our licensee’s AI Usage Policy, and we require that your personal information is not used to train the provider’s AI models for other customers. AI tools assist our people — they do not replace them. Every recommendation and assessment is reviewed and made by a qualified broker.

Who we disclose your personal information to

We may disclose your personal information to:

• prospective lenders, mortgage insurers and other intermediaries in relation to your finance requirements
• our aggregator, Finsure Finance & Insurance Pty Ltd, and our credit licensee, AEXPHL Group Pty Ltd
• organisations involved in managing or administering your finance, such as valuers, settlement agents, printing and postal services, and call centres
• companies that provide information technology, cloud, software and AI services to us
• associated businesses that may want to market products to you (subject to your right to opt out)
• anyone who represents you, such as lawyers, accountants and financial counsellors
• anyone, where you have consented
• where we are required or authorised to do so by law, such as under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth)
• investors, agents or advisers, or any entity that has an interest in our business
• your employer, referees or identity-verification services

Before disclosing your personal information to another person or organisation, we take all reasonable steps to satisfy ourselves that the person or organisation has a commitment to protecting your personal information at least equal to ours, or that you have consented to the disclosure.

Overseas disclosure

Some of our support functions are performed outside Australia, and some of our service providers store or process information overseas. The overseas recipients of your personal information are principally located in the Philippines, Singapore and Hong Kong (where members of our group’s operations and settlements teams are based), and in the United States and other countries where our cloud, email, software and AI service providers operate.

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it in accordance with the Australian Privacy Principles (APP 8). You may obtain more information about these recipients by contacting us.

Automated decision-making

We do not use computer programs to make decisions about you that could reasonably be expected to significantly affect your rights or interests without a person being involved. Decisions about which loan to recommend are made by your broker, and decisions about whether to approve a loan are made by the lender.

We do use computer programs — including lender and aggregator serviceability calculators, identity-verification and credit-reporting systems, loan-comparison software and AI tools — to do things that are substantially and directly related to decisions our brokers make, such as assessing whether a loan would be not unsuitable for you, estimating your borrowing capacity, comparing loan products, and verifying your identity. The kinds of personal information these programs use include your identification and contact details, income and employment information, living expenses, assets and liabilities, credit information, and details of the property involved. If you would like more information, or would like a person to review an outcome that affects you, please contact us.

Direct marketing

From time to time we may use your personal information to send you information about finance, offers you may find of interest, changes to our organisation, or new products or services offered by us or any company with whom we are associated.

If you do not wish to receive marketing information, you may opt out at any time by telephoning us on 03 9125 1196 or emailing enquiry@urbanefinance.com.au. If the marketing is by email you may also use the unsubscribe link. We will not charge you for giving effect to your request and will act on it as soon as reasonably possible.

Keeping your information up to date

It is important to us that the personal information we hold about you is accurate and up to date. During our relationship we may ask you to tell us if any of your personal information has changed. If you wish to change any of your personal information, please contact us.

Access to and correction of your personal information

You may request access to the personal information we hold about you at any time. We may charge a reasonable fee for the cost of retrieving and supplying the information, and will tell you the fee before we proceed. Depending on the request, we may respond immediately; otherwise we will usually respond within seven days, and in any event within 30 days.

There may be situations where we are not required to give you access — for example, if the information relates to existing or anticipated legal proceedings, or if the request is vexatious. If we refuse access, we will explain why in writing.

If any personal information we hold about you is incorrect, incomplete or out of date, you may ask us to correct it. We will give you an initial response within seven days and, after investigating, tell you within 30 days whether we have corrected the information. If we refuse to correct it, we will give you our reasons. We may need to consult other organisations as part of our investigation.

Government identifiers

If we collect government identifiers, such as your tax file number, we do not use or disclose them other than as required or authorised by law. We will never use a government identifier to identify you.

Dealing with us without identifying yourself

In most circumstances we need to identify you to do business with you. However, where it is lawful and practicable, we will give you the option of not identifying yourself — for example, if you make general enquiries about interest rates or current offers.

Sensitive information

We will only collect sensitive information about you with your consent. Sensitive information includes information about your racial or ethnic origin, political opinions, membership of professional or trade associations or trade unions, sexual orientation, criminal record, or health.

How we keep your personal information secure

We store personal information in paper and electronic form and take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include access controls, multi-factor authentication, encryption, secure cloud storage and staff training. We may use cloud storage, and the cloud storage and IT servers may be located outside Australia.

If we suspect a data breach that is likely to result in serious harm to you, we will assess it promptly and, where required, notify you and the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme.

Complaints

If you are dissatisfied with how we have dealt with your personal information, or you have a complaint about our compliance with the Privacy Act, please contact our Complaints Manager:

We will acknowledge your complaint within 24 hours (or one business day) and give you a final response within 30 calendar days.

If your complaint is not resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

You may also complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, phone 1300 363 992, email enquiries@oaic.gov.au.

Further information

You may request further information about the way we manage your personal information, or request this Privacy Policy in an alternative form, by contacting us at enquiry@urbanefinance.com.au or on 03 9125 1196.

Changes to this Privacy Policy

We regularly review our policies to keep up to date with the law, technology and market practice, and may change this Privacy Policy from time to time.

This Privacy Policy was last updated on 1 October 2026.