Privacy Policy

The personal information we collect may include (but is not limited to):

• Identity Information: your name, date of birth, gender, occupation, identification documents (e.g. passport, driver’s licence), selfie of you holding your provided documentation.
• Contact Information: residential address, phone number, email address.
• Organisational Information: organisation or business details (if you are acting on behalf of an organisation).
• Payment Information: your bank account number, credit or debit card numbers.
• Sources of Funds and Sources of Wealth Information: financial information/documents provided to assist with our obligations under the Anti-Money Laundering/Counter-Terrorism Financing (AML/CTF) Act.
• Transaction-related Information: details about the receiver are required by our partners/service providers to facilitate payout transactions and any other transaction related information to assist with our obligations under the AML/CTF Act.

By using our services, you agree that we can collect, use, transfer, and store your personal information in our secure systems. It also means you consent to the disclosure of your personal information by us to: 

• identity verification providers;
• payment processing partners;
• partners or service providers who help us deliver our services.

We may collect or update your personal information in the following ways:

Directly from you: 

• when you visit one of our branches or affiliates and provide your details in person;
• when you submit your information to us online;
• through communication channels such as phone calls, emails, SMS, or postal mail.

From Third-Party Sources: 

• public databases, credit reporting agencies, or other organisations that help verify your identity or support your transactions;
• social media channels, analytics providers, marketing softwares or search information providers, which may give us information about how you interact with our services or how you found our website.

If we receive your personal information from someone else that we did not ask for, we will first determine whether it is information we would normally need for our remittance services:

• If yes, we may keep it the same way as if you had provided it yourself - protecting it under our Privacy Policy.
• If not, we’ll safely delete or remove any details that could identify you if it is reasonably practical to do so.

In some cases, we may let you know that we have received your information this way and it is lawful to do so.

We only collect the personal information we need to deliver our services and meet legal and regulatory requirements. If we are unable to collect the required information, we may not be able to proceed with your transaction or work with you or your organisation.

Our branches and affiliate locations are monitored by Closed-Circuit Television (CCTV) systems, which will include both video and audio recording for security, training and compliance purposes. These systems may capture video and voice recordings of individuals within our premises. 

• Our Purpose: CCTV recordings are used to ensure the safety and security of customers, staff, and premises, as well as to comply with legal and regulatory obligations. 
• Your Consent: By entering our premises, you consent to the collection of your personal information, including video and voice recordings, via CCTV systems.

When you contact us or when we contact you by phone, the call may be recorded for training, verification, and compliance purposes. These recordings may capture your personal information, including your voice, contact details, and transaction related discussions.

• Our Purpose: Phone recordings are used for customer service, dispute resolution, and to comply with applicable laws and regulations.
• Your Consent: By continuing the call, you consent to the recording of the conversation.

• Retention: Both CCTV and phone call recordings will be retained for as long as necessary to fulfill the purposes outlined above, including legal, regulatory, and business requirements.
• Storage: All recordings are securely stored and protected against unauthorised access. After the retention period expires, recordings will be either securely deleted or stored following our data retention rules and any legal or regulatory requirements.

We may disclose your personal information, including CCTV and phone call recordings, to third parties under the following circumstances:

• Legal Requirements: We may share recordings with law enforcement agencies, government agencies, or other third parties, where required under or permitted by law (e.g. for investigations or to meet our legal obligations).‍
• Protection of Rights: We may disclose recordings to protect our rights, property, or the safety of others.

We may disclose your personal information to our service providers and Affiliates. This disclosure may be to entities within Australia and overseas. These include organisations that help us comply with our regulatory obligations (e.g. verify your identity, screen your name against watch lists and provide advice or compliance and auditing services) and a corresponding local or international party service provider that we partner with to fulfil your transfer instructions. 

While we take appropriate measures to protect personal information before disclosure to overseas recipients. However, they may have different disclosure requirements under local laws. The countries we disclose your personal information to will depend on the details of the transaction you ask us to carry out. In providing us with your personal information, you consent to the transfer of your personal information to these organisations for the purposes outlined in this privacy policy.

Before we partner with these organisations we will as part of our due diligence process, review their privacy policy and/or have an agreement in place about the disclosure of your personal information.

Under the AML/CTF Act, we are required to disclose your personal information to AUSTRAC. From time to time other government agencies may request your personal information which we are obliged to provide.

Our privacy disclosure and consent process is as follows. The customer or a person authorised under a valid Power of Attorney of the customer has personal information disclosed to them only once they have been properly identified and verified with approved identification and documentation. Your personal information may be given to a customer’s Power of Attorney when they have been identified as such with an original or a certified copy of appropriate documentation. We reserve the right not to disclose any personal information until we are satisfied with the identity of the customer or the Attorney of the customer. 

We may allow your personal information to be disclosed to an authorised person. For this to happen, we would need a written authorisation from you. The customer and the authorised person must first be properly identified and verified with approved identification documentation. In addition to this, we would need confirmation in person that this disclosure is allowed. We reserve the right not to disclose any personal information until we are satisfied with the identity of the authorised person and the customer.

In the event of a security incident involving unauthorised access, use or disclosure of personal information where we may need to share personal information with a third party (such as a forensic specialist), we will seek to work cooperatively with them to protect the personal information. We may disclose further personal information for the purpose of investigating a security incident.

When you request technical support, we may ask for your personal details, including your username and password, to assist in accessing your account. After resolving the issue, we will send you a link to reset and create a password.

When  you request access to your personal information or records we hold about you, we will respond to your request within a reasonable period of time. 

We will give access to personal information after identification and verification through approved identification documentation, in a manner you request, where possible. This will be subject to any exemptions allowed under the Privacy Act. 

A reasonable administrative fee may apply for providing any records or documentation.