We understand how important it is to protect your personal information. This Privacy Policy outlines our commitment to protecting your personal information and explains how we collect, use and manage your personal information.
We acknowledge that any personal information we collect about you will be used for the purposes for which it was collected, for related purposes that you would reasonably expect, or as otherwise permitted or required by law. This may include liaising with your creditors, the Australian Financial Security Authority (AFSA), and other relevant parties where authorised or required. We are committed to ensuring that your personal information is handled in a confidential and professional manner.
We are committed to protecting personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and any other applicable laws.
Your Personal information
The kinds of personal information we may collect about you include your name, date of birth, number of dependants, residential address, contact details, account details, employment details, proof of your income and expenses, secured and unsecured debts, secured and unsecured assets, and information relating to debts owed to government agencies, including the Australian Taxation Office (ATO), Centrelink and Child Support.
Depending on your circumstances, we may also collect sensitive information where it is necessary to provide our services and where permitted by law. This may include information relating to your financial hardship, or other personal circumstances relevant to assessing and managing your financial situation.
Why do we collect your personal information?
We collect personal information for the following purposes:
- Assessing your financial situation under the Bankruptcy Act 1966 (Cth)
- Providing services in relation to Debt Agreements, Bankruptcy, Consolidation Loans, Debt Consolidation Loans, Mortgage Refinance
- Managing our relationship with you and liaising with you and your creditors.
How do we go about collecting your information?
We generally collect your personal information directly from you. We may also collect personal information from other sources, including finance companies, your creditors, accountants, lawyers and government agencies such as Revenue NSW.
Who do we disclose your personal information to?
We may disclose your personal information:
- To organisations involved in managing or administering your finances, including secured and unsecured creditors
- To individuals or organisations who represent you, such as secured and unsecured finance companies, lawyers, accountants or other authorised representatives.
- To specific people or organisations where you have provided consent.
- Where we are required or authorised to do so by law, including under the Bankruptcy Act 1966 (Cth), the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth), or in accordance with a subpoena or court order.
- To government agencies, including the Australian Financial Security Authority (AFSA), Centrelink, Child Support and the Australian Taxation Office (ATO).
- To associated businesses that provide related products or services, such as mortgage refinance, mortgage insurance and financial advisory services, where appropriate and with your consent.
Before disclosing your personal information to an individual or organisation, we will ensure:
- Appropriate authority or consent has been provided where required, including a Letter of Authority where applicable.
- The person or organisation has a commitment to protecting your personal information at least equal to our commitment
Your Credit Information
We may collect the following types of credit information and exchange this information with credit providers, credit reporting bodies and other relevant entities.
- Information about your existing finances, including the name of the credit provider, the amount owing, the type of finance, the date the finance was entered into, the terms and conditions of the finance, the maximum amount of credit available and the date the finance was terminated;
- Information about payments made to your credit providers and your repayment history;
- Information about the type of finance you have applied for;
- New information that becomes available where a variation of a Debt Agreement is being considered;
- Personal insolvency information recorded on the National Personal Insolvency Index (NPII), including information relating to Debt Agreements, Bankruptcy and Personal Insolvency Agreements.
We may obtain credit information from credit reporting bodies, including information held by those bodies, for the purpose of assessing your financial situation and providing our services. Credit reporting bodies may collect and disclose credit information in accordance with the Privacy Act 1988 (Cth) and applicable credit reporting laws.
We exchange credit information for the purpose of assessing your financial situation and applications for services including Debt Agreements and Bankruptcy under the Bankruptcy Act 1966 (Cth), as well as Debt Consolidation Loans and other relevant financial arrangements where applicable.
You may request access to, or correction of, credit information we hold about you. You may also contact a credit reporting body if you believe your credit information held by them is inaccurate, incomplete or requires correction.
Your personal information may be held electronically and in hard copy form.
Retrieving, updating and correcting your personal information
You can request access to, or correction of, the personal information we hold about you if it is incorrect, inaccurate or incomplete. We will take reasonable steps to action your request within a reasonable timeframe.
The information we hold about you is important to us, and we are committed to ensuring that it remains accurate and up to date. We may ask you to confirm or provide updated information where necessary.
If you wish to make any changes to your personal information, you may contact us. We rely on you to provide accurate and complete information and to notify us of any changes.
We may also collect government identifiers, such as your Tax File Number, Centrelink customer reference number, Child Support reference number and driver’s licence details. We will only use or disclose government identifiers where permitted or required by law.
How do we keep your personal information safe?
We take reasonable steps to protect your personal information by storing it securely. Your personal information may be stored electronically and in hard copy format. We take precautions to protect your personal information from misuse, loss, unauthorised access, modification or disclosure.
Overseas disclosure of personal information
We may use service providers located outside Australia to assist us in providing our services. Where personal information is disclosed overseas, we take reasonable steps to ensure that the recipient handles your information in accordance with applicable privacy laws.
Complaints
If you are not satisfied with how we have dealt with your personal information, or you have a complaint you may contact our complaints officer on 1300 351 008 or write to us at PO Box 200, Bankstown NSW 2200 or email us at complaints@debtneg.com.au.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) to make a privacy complaint. You may also contact the Australian Financial Complaints Authority (AFCA), Membership Number 25029 on 1800 931 678 or www.afca.org.au where your complaint relates to a financial service covered by their scheme. If the complaint relates directly to an insolvency option, you can also contact the Australian Financial Security Authority (AFSA) on 1300 364 785 or www.afsa.gov.au.
Our website, cookies and online tracking
When you visit our website, some information is collected automatically. This includes your IP address, the device and browser you are using, the pages you view, how you arrived at our site and how long you stay. This is collected using cookies and similar technologies.
A cookie is a small file stored on your device. We use them for the following purposes:
- Necessary — to make the website work, keep it secure, and remember your progress through a form. These cannot be switched off.
- Analytics — to understand how visitors use the site so we can improve it. This includes Google Analytics and Microsoft Clarity, which records page interactions such as clicks and scrolling.
- Advertising — to measure how our advertising performs and, in some cases, to show you our advertising on other websites. This includes Google Ads and the Meta (Facebook) pixel.
- Functional — to provide features such as our live chat and embedded review widgets.
We also use Plausible Analytics to measure how many people visit the site and which pages they read. Plausible does not use cookies, does not store anything on your device, and does not collect information that identifies you or follow you across other websites. Because of this there is nothing for you to opt out of, and it is not affected by the cookie controls described below. Plausible processes this information on servers in the European Union. You can read how it handles data at plausible.io/data-policy.
Third parties who receive this information
The following providers place cookies or receive information about your visit. Each handles that information under its own privacy policy, and each is located outside Australia:
- Google (Google Tag Manager, Google Analytics, Google Ads) — United States
- Meta Platforms (Facebook pixel) — United States
- Microsoft (Clarity) — United States
- Tawk.to (live chat) — United States
- Elfsight (embedded widgets) — overseas
- Plausible Analytics (website statistics, no cookies) — European Union
We do not sell your personal information, and we do not knowingly send these providers the financial details you give us in an enquiry form or assessment.
Managing cookies
You can control or delete cookies through your browser settings. Most browsers let you refuse cookies or alert you when one is set. If you block necessary cookies, parts of the site may not work properly.
You can also opt out of specific services directly:
- Google Analytics — tools.google.com/dlpage/gaoptout
- Google advertising — myadcenter.google.com
- Meta advertising — through your Facebook or Instagram ad preferences
Our live chat
If you use the chat window on our website, the messages you send are handled by our chat provider as well as by us. Please do not enter sensitive information such as account numbers, identification numbers or full financial details into the chat. If we need that information, we will collect it through a secure channel.
Change in our privacy policy
We may update this Privacy Policy from time to time. Any changes will be published on our website or otherwise made available to you.
Last reviewed and updated: 24 September 2026
