Privacy policy | Cash Converters

General

Cash Converters" means Cash Converters International Limited and all its subsidiaries and controlled entities and any entity trading under the Cash Converters brand in Australia, or any one of these depending on the context. Any reference to “us” or “we” is a reference to Cash Converters.

This privacy policy sets out how we comply with our obligations under the Privacy Act 1988 (Cth) (Privacy Act), Australian Privacy Principles (APPs), and the Privacy (Credit Reporting) Code 2024 In this privacy policy, 'personal information' and ‘information’ are used interchangeably and have the same meaning as defined by section 6 of the Privacy Act.

Cash Converters collects personal information to provide you with the products and services you request as well as information on other products and services offered by or through us.

We are committed to safeguarding your personal information in accordance with the APPs contained in the Privacy Act (which can be found at: http://www.oaic.gov.au/privacy/) and any applicable industry privacy code.

Privacy Statement

Cash Converters recognises the importance of the personal information we hold about individuals and the trust placed in us. We understand how important it is for you to know how we deal with your personal information. This Privacy Policy is intended to provide a general overview of our policies in respect of handling of your personal information. This Privacy Policy also sets out the rights that individuals have to access their personal information held by us and to seek a correction.

We hope that you will better understand how we keep personal information private and secure while using it to provide better products and services. ‘Personal information’, for the purposes of this Privacy Policy is information about, and which identifies, individuals, whether that information is obtained from the relevant individual or from a third party.

Within this policy statement “you” and “your” means a Cash Converters customer or shareholder.

Why we collect information

Any information you provide Cash Converters, either using the internet or by any other means, is only collected for purposes which are reasonably necessary for, or directly related to, one or more of Cash Converters business functions or activities. These purposes include:

to provide customers with the products and services they request and to monitor, evaluate and provide products and services;
to assist customers with queries, resolve customer complaints, or requests for access to information, or to manage any legal action involving Cash Converters;
to manage customer relationships or accounts and perform other administrative and operational tasks (including risk management, systems development and testing, credit scoring, staff training, collecting debts and market or customer satisfaction research);
to provide information on products and services offered by Cash Converters, affiliated product and service providers, and external product and service providers for whom we act as agent (unless the customer has opted out);
to comply with our legal obligations under acts like the National Consumer Credit Protection Act 2009 (Cth) (NCCP), the Privacy Act, the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) (AML/CTF), the Pawnbrokers and Second-hand Dealers Act 1994 (WA) or the equivalent pawnbroking and second-hand dealers act in your state or territory;
to identify customers or to establish their tax status under any Australian or foreign legislation, regulation or treaty or pursuant to an agreement with any tax authority;
to gather and aggregate information for statistical, prudential, actuarial and research purposes;
to assist us with credit eligibility information and information that we believe will assist you where we do not have current contact details;
to develop and implement measures to detect or prevent fraud and credit loss; and
to assist us with marketing and promotional purposes including the disclosure of personal information to third-parties, contractors or organisations who assist us in marketing and promotion of our products and services.

We may also share de-identified information for research or promotional purposes.

In addition, as required by Part IIIA of the Privacy Act, we may obtain your consent to collect, use and disclose information about you.

You are not required to provide us with the information that we request, or to allow us to collect information from third parties. However, if you choose not to provide information which we require for the above purposes, we may be unable to provide you with the goods and services you request from us.

What we collect

Personal information collected by Cash Converters (or on our behalf) generally comprises name, address, date of birth, gender, marital status, occupation, account details, contact details (including telephone, facsimile and e-mail) and financial information. Sometimes we collect a few personal details unlikely to be known to other people to help us identify you over the telephone.

If you are applying for credit, we may also collect the number and ages of your dependants, the length of time at your current address, your employer’s name and contact details, the length of your employment, proof of earnings and, if you have changed employer in the last few years, details of your previous employment.

Where we receive unsolicited personal information about you, we will consider if we could have collected the information if we had solicited the information. Where we determine that we could have collected the personal information from you, we will treat your personal information in the same manner as if we have solicited the information directly from you. Where practical and reasonable we will obtain your explicit consent before collecting sensitive information. Where we determine that we could not have collected the personal information, we will destroy the information or ensure that the information is deidentified as soon as practicable.

Disclosure

Cash Converters will not give your information to Government agencies, private sector organisations or anyone else unless one of the following applies:

you have consented;
you would reasonably expect, or have been told, that information of that kind is usually passed to those individuals, bodies or agencies;
it is otherwise required or authorised by law;
by your actions we consider you to have released us from our duty of confidentiality or to have consented to the disclosure of information about you without actually saying so (for example, if you discuss your financial position publicly with the media);
it will prevent or lessen a serious and imminent threat to somebody's life or health;
it is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of public revenue; or
it is reasonably necessary for the prevention or to help identify and/or investigate any actual or suspected fraud, unlawful activity or misconduct.

Depending on the product or service Cash Converters has provided you with, we may disclose information to:

affiliated product and service providers and external product and service providers for whom we act as agent (so that they may provide you with the product or service you seek or in which you have expressed an interest);
auditors we appoint to ensure the integrity of our operations;
any person acting on your behalf, including your financial adviser, solicitor, settlement agent, accountant, executor, administrator, trustee, guardian or attorney;
your employer(s), referee(s), guarantor(s) or potential guarantor(s);
if required or authorised to do so, regulatory bodies, government agencies or courts or anyone authorised by any one of them to receive such information;
participants in the payments system (including payment organisations and merchants) and other financial institutions (such as banks);
insurers;
any joint borrower(s) or account holder(s);
credit reporting bodies or debt collection agencies;
other financial institutions and organisations at their request if you seek credit from them (so that they may assess whether to offer you credit);
other parties where you have consented to the disclosure;
suppliers from whom we order goods or services on your behalf (so that the goods or services may be provided to you); or
other organisations or individuals specified elsewhere in this policy.

Identity Verification and Credit checks

Cash Converters is required by law to conduct identity verification and credit checks under legislation such as the AML/CTF (identity verification) and the NCCP (identity verification and credit checks).

Information you give us when you fill out an application online or in-store, including your name, date of birth, residential address and other personal or sensitive information may be used to verify your details and to:

conduct a credit check with a credit reporting body or any other credit provider with whom you have had dealings, including via e-verification;
conduct a Politically Exposed Person or identity verification check with a credit reporting body, including via e-verification; and
for such a credit reporting body or other credit provider to prepare and provide any assessment, report or result from those checks to us.

At the time of your application, we will specifically seek your consent for these verifications and checks to be conducted. If there is a partial or no match, you will have an opportunity to submit further documentation in support of your application to enable us to conduct further checks and properly verify your identity.

Where you have given, us consent and provided your login and account information, we may access and collect your financial records from your financial institutions on your behalf via an online portal. This service is provided to remove the need for you to provide the physical financial statements we need to assess applications and comply with our obligations under the NCCP.

Please note that if you fail to meet a payment obligation in relation to credit, we have provided to you or commit a serious credit infringement, we may disclose this to a credit reporting body.

You may request a credit reporting agency not to use your credit reporting body information for the purposes of pre-screening of direct marketing by a credit provider or where you believe on reasonable grounds that you have been, or are likely to be, a victim of fraud.

You have a right to request a copy of your credit reporting information from credit reporting bodies: once a year; or if it relates to our refusal to provide you with credit; or you wish to correct information held on you.

We may disclose information to the following credit reporting bodies:

Equifax Pty Ltd., a wholly owned subsidiary of Equifax Inc.
Equifax's Privacy Policy: http://www.equifax.com.au/privacy
Address: Equifax - Public Access,
Equifax Australia Information Services and Solutions Pty Limited,
PO Box 964, NORTH SYDNEY, NSW 2059
Phone - 13 8332

illion Australia Pty Ltd (Formerly Dun & Bradstreet (Australia) Pty Ltd)
illion’s Privacy Policy: https://www.illion.com.au/privacy-policy/
Postal Address: PO Box 7405
St Kilda Rd Melbourne VIC 3004
Email: chc-au@illion.com.au
Phone: 1300 734 806

Experian Asia Pacific Pty Ltd
Experian’s Privacy Policy: http://www.experian.com.au/privacy-policy
Address: Level 20, 101 Miller Street
North Sydney, NSW 2060
Email: creditreport@au.experian.com
Phone: 1300 783 684

Website data

If you visit the Cash Converters website to read, browse or download information, our systems and other third-party services like Google may record the following information which is provided by your browser:

the date and time of your visit;
page traffic and user behaviour;
the type of browser and operating system you are using;
your Internet Service Provider and top level domain name (for example - .com, .gov, .au, .uk etc);
the address of any referring web site (for example - the previous web site you visited);
your computer's IP (Internet Protocol) address (a number which is unique to the machine through which you are connected to the internet); and
your IP location (Geolocation, the geographic location of your connected device).

Website data is kept strictly confidential. We use this information to help analyse how you use our websites. It is used for internal research purposes or may be required for certain website functions to work. It helps us monitor which sections of the site are most popular to give us a clear idea of what type of information and services to include on our site. It also informs us which members and subscribers are using the site so that we can customise the website information and presentation.

When you use one of our websites, we may send you a “cookie” that gives you a unique identification number. A “cookie” is a packet of information that allows the server (the computer that houses the website) to identify and interact more effectively with your computer. A different identification number is sent each time you use one of our websites. These cookies may be Session cookies which only last until you close your browser, or they may be Persistent cookies which are stored longer term on your browser. Most cookies do not identify individual users, although they may identify a user’s browser type, your Internet Service Provider (ISP), your IP address and your IP geolocation. Some cookies may be able to associate your browser information with a contact record in our first party platforms as part of our contact management and marketing activities. Cookies are used to generate statistical reports and other information about website use as well as inform marketing activities. Our systems and third parties will store this information to make your online experience easier.

You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Please refer to your browser instructions or help screens to learn more about these functions. If you reject all cookies, you may not be able to use our websites or certain website functions may not work properly or at all. If you do not want your website visit data reported by Google Analytics specifically, you can install the Google Analytics opt-out browser add-on. For more details on installing and uninstalling the add-on, please visit the Google Analytics opt-out page at https://tools.google.com/dlpage/gaoptout

Online forms

If you decide to complete an online form, we will track, collect and store the information that you enter into the online form, the IP address of your computer and where possible associate the information with a contact record, including email and visit history in our first party platforms as part of our contact management and marketing activities. Our first party platform will not capture sensitive or hidden fields (e.g., credit card numbers) for privacy and security reasons. If you cancel the form prior to submission, any information entered on the current screen which has not yet been submitted, will be automatically deleted. Information you have already submitted to us prior to you cancelling your form may be used to contact you to respond to your query or in the future, provide you with updates we think might interest you if you have provided consent.

Links to other websites

Our websites may contain links to non-Cash Converters websites. While such links are provided for your convenience, you should be aware that the information handling practices of the linked websites might not be the same as ours and we encourage you to read and understand the privacy policies on these websites prior to providing any information to them.

Advertising & Performance Tracking

We use several advertising companies and third-party platforms to devise and deliver our marketing activity. This can involve advertisements on third party websites. In addition, we also use our first party data to communicate and advertise to our customers, which could include personalised targeted offers. We may use data collected to contextualise and personalise the ads to you on any one of these platforms.

When you see one of our advertisements on our website or a third-party website, cookies and in some cases, tags are sometimes used to collect information such as:

the server your computer is logged on to;
your browser type;
the date and time of your visit;
website interactions; and
the performance of marketing efforts.

When you visit our websites directly or after seeing one of our advertisements on a third-party website or platform, anonymous information is collected on how you use our website. This might include which pages you view, and whether you start or complete an online application. The tracking companies aggregate all the captured information and use it to study internet user behaviour patterns.

Our third-party providers do not include personal information in their studies and use the data mainly to measure advertising effectiveness and relative consumer interest in the various areas of our websites. No personal information is collected during this process. If, however, any information is automatically collected, the tracking companies are required under their arrangements with us to maintain the privacy and confidentiality of that personal information.

We may disclose the information collected, in an aggregated form only, to third parties including advertisers or potential advertisers. In some instances, personal information may be encrypted and shared with third party platforms for matching purposes only, to enable targeted or personalised advertising.

For first party platforms, where possible we may associate the information with a contact record, including email and visit history as part of our contact management and marketing activities.

Marketing

We may use your personal information, including your contact details, to provide you with information about products and services which we consider may be of interest to you.

We will preserve the content of any communication that you send us if we are legally required to do so. Where appropriate, we may record your personal information against the relevant company name on our confidential customer database.

Destruction of Information

We will take reasonable steps to destroy or de-identify your personal information if we no longer need it for the purpose of which it was collected, unless required by law.

If you request that we destroy or de-identify any personal information that we hold, we may refuse your request if it is required by law for us to retain the information for a certain period of time. If this occurs, we will write to you to explain our reasons.

How we store and secure information

We will take reasonable care to prevent unauthorised access, modification, disclosure, interference, misuse and loss of your personal information, and to protect the security of your personal information when transmitted over the internet. The internet is not always a secure environment. If you use the Internet to send us any information, it is sent at your own risk.

Overseas storage and delivery of information

Cash Converters may use third party platforms to deliver information. These are sites hosted and managed by organisations other than Cash Converters. These third-party providers store the data securely using systems and processes which are equivalent to those required under the Australian Privacy Principles, so that Cash Converters can update, use or disclose the collected information remotely.

We take our privacy obligations seriously and are committed to ensuring the protection of your personal information no matter where you are located. The types of personal information we may send overseas are outlined in this Policy and the countries to which we may send personal information may vary from time to time depending on the location of the recipients of the information. We take reasonable steps to ensure that such recipients respect your privacy in a similar manner.

Telephone

We may monitor and record telephone calls for training and security purposes.

Direct Marketing

Cash Converters will not send you unsolicited communication relating to marketing and promotional purposes where you have opted out of receiving such communication. Cash Converters will not sell, rent or lend our contact lists or our customers’ contact lists (including customer data) to third parties.

You may opt-out at any time if you no longer wish to receive marketing information or do not wish to receive marketing information through a particular channel, such as email, telephone, SMS or mail. In order to do so, simply let us know by contacting our Privacy Officer at the details below and let us know that you no longer want us to send you marketing materials. You can also 'unsubscribe' from our marketing messages, which always include an unsubscribe option.

Cash Converters may use remarketing services (or similar audience-targeted feature) in any of its websites for the purpose of advertising and displaying content online. In addition, we may also use interest-based advertising to encourage traffic to our website if you opt-out from marketing communications from us, we may still contact you for the other purposes described in the “Why we collect information” section above. You can unsubscribe from these communications by using the details provided in the communication.

Biometric Data

“Biometric data” means personal information stored by Cash Converters regarding an individual’s physical characteristics that can be used to identify a person, such as fingerprints, voiceprints, facial shape, or scan of hand or face geometry.

We do not actively collect or use biometric data unless explicitly required for a specified and lawful purpose. In instances where the collection or use biometric data is necessary, it will only be collected or used in accordance with applicable standards and laws.

Closed-Circuit Television (CCTV)

Within our physical premises in Australia, we employ continuous Closed-Circuit Television (CCTV) systems for the purpose of enhancing the safety and security of our employees, visitors, and assets. If you visit a Cash Converters store, your photographic data may be recorded by our CCTV systems.

The footage obtained from CCTV cameras are only collected, stored, accessed and disclosed for legitimate and lawful purposes, such as security monitoring, incident investigation, or compliance with legal requirements. We securely discard the data collected from our CCTV surveillance systems when it is no longer required for business or legal purposes.

Access to our CCTV systems and any associated recorded images which contain personal information is strictly controlled and is limited to those who need to have access in accordance with applicable standards and laws. Access, storage, and disclosure of information obtained from CCTV is done so in accordance with applicable standards and laws.

Our use of automated decision-making

We may use automated decision-making when we first review your loan application. When using automated decision-making we first try to match you with any existing customer profiles and evaluate your application based on your profile information and bank statement data. Our automated decision-making system checks for key conditions in deciding if the application should proceed to the next stage or be declined . You can always express your opinion about a decision based solely on automated processing, including profiling, if such a decision would produce legal effects or otherwise similarly significantly affect you.

If you believe we have incorrectly made a decision based on automated decision-making and profiling, please contact us using the information in the ‘Contact us’ section of this Privacy Policy.

Your right not to be subject to automated decision making and profiling does not apply if the decision was necessary for entering into or performing a contract with you or is authorised by law and there are suitable safeguards for your rights and freedoms. However, in these situations, you can still obtain human intervention in the decision-making process and will make sure there are methods in place for you to express your point of view.

Security of Information

Cash Converters takes all reasonable care to preserve the security of personal information collected or submitted to us both physically and digitally in accordance with the Cash Converters website Terms and Conditions (located at http://www.cashconverters.com.au/termsandconditions) and this Privacy Policy.

Cash Converters regularly reviews developments in security and encryption technologies. As no data transmission over the Internet can be guaranteed as totally secure, Cash Converters cannot guarantee the security of any information you transmit to us or which is generated from our online products or services and you engage with us at your own risk.

Upon receiving your transmission, we ensure that reasonable steps are taken to preserve the security of the information in our customer database.

In the event that you cease to be a customer of ours, and if we have provided you a ‘designated service’, any personal information which we hold about you will be maintained for a period of not less than 7 years in order to comply with legislative requirements. For the purpose of this section, a ‘designated service’ means lending services provided by Cash Converters.

Contact us

If you have any questions or would like further information about our privacy and credit information handling practices and policies, or a hard copy of this policy, or you wish to exercise your right to make a correction, complaint, request access to, or deletion of, any information which we have collected about you, please contact our Privacy Officer at:

The Privacy Officer
Cash Converters
Level 11, 141 St Georges Terrace
Perth WA 6000
Phone: 08 9221 9111
Email: privacy@cashconverters.com

Our Privacy Officer will attend to your matter within a reasonable period after your communication is received and if access to information has been requested, will give access to the information in the manner requested by you, for a reasonable fee where it is reasonable and practical to do so.

If you consider that we have failed to resolve the complaint satisfactorily and you are an individual located in Australia, you can complain to the Office of the Australian Information Commissioner. The complaint is to be in writing and the service is free of charge. The complaint may be submitted via mail, fax, email or online and addressed to:

Director of Compliance (Investigations)
GPO Box 5218, Sydney NSW 2001
Email enquiries@oaic.gov.au

Acceptance and Changes to Privacy Policy

You acknowledge and accept that your use of Cash Converters website or of products which direct you to this Privacy Policy indicates your acceptance of the Cash Converters website Terms of Use and of the use and disclosure of information provided for under this Privacy Policy.

This is the current Privacy Policy. It replaces any other Privacy Policy for the Cash Converters website previously published on the Cash Converters website. Cash Converters may notify you about changes to this Privacy Policy by posting an updated version on our website. We encourage you to check our website from time to time to ensure you are familiar with our latest privacy policy.

Our privacy policy was last updated on 8 September 2025