Credit Reporting Policy

Who we are

This Credit Reporting Policy applies to Cash Converters International Limited (ACN 069 141 546) and its related bodies corporate, and any entity trading under the Cash Converters brand in Australia (collectively and individually referred to as 'us', 'we', 'our', and ‘Cash Converters’).

For information about how we manage other personal information about you, please see our Privacy Policy.

The scope of this Credit Reporting Policy

We recognise the importance of protecting your personal information. This policy sets out how Cash Converters collect, hold and disclose your credit-related information. Credit-related information includes credit reporting information and credit scores that we obtain from credit reporting bodies and information that we disclose back to them in relation to your credit application with us.

Important Definitions

Credit Reporting Body

A credit reporting body, or credit bureau, is an organisation that handles personal information and credit data from credit providers, as well as public and private sources, to create credit reports on individuals. Governed by the Office of the Australian Information Commissioner (OAIC) via the Privacy Act, a credit reporting body aids credit providers in determining whether to provide credit to a borrower.

Credit Provider

A credit provider is an organisation that offers credit to consumers. Other businesses like debt collectors may also be considered credit providers.

Credit Score (or Credit Rating)

A credit score is a number or ‘rating’ given to your credit history, on how you’ve repaid debts or used credit over time. The higher the score, the higher your credit-worthiness.

Credit Report

Created by a credit reporting body, a credit report records your credit history – including how many times you applied for credit, which loans were opened, your credit score, your history of making repayments, defaults and how much you have in debt. Credit reports are designed to assist credit providers to accurately assess an individual’s ability to repay credit.

Credit eligibility information that we disclose

If you apply for credit with us, we may request credit reports from credit reporting bodies.

Under law, Cash Converters is not required to get your consent to disclose your information to the reporting bodies.

When requesting a report, we will tell the credit reporting body that you have made an application and the type and amount of credit you are applying for – this information is referred to as an information request.

Our information request will appear on your credit report and may be used by the credit reporting bodies to assess your credit worthiness when calculating a credit score or rating, including when you make subsequent applications for credit.

Information requests on your credit report can affect your credit score or credit rating depending on the amount and type of credit you are applying for, frequency of information requests appearing on your credit report and your credit history.

We can also ask credit reporting bodies to give us your overall credit score and may use credit information from credit reporting bodies together with other information to arrive at our own assessment of your ability to manage credit.

The purposes for which we collect, hold, use and disclose credit related information

We may collect, hold, use and disclose credit related information about you to assess applications for credit, and otherwise as permitted by law. This may involve one or more of the following:

to provide you with credit products and services;
to assess the credit worthiness of the credit application;
for the ongoing servicing and administration of our accounts and products;
to assist with your queries or concerns;
to assist with the management, including recovery, of outstanding debts;
to assist you if we consider that you may be at risk of default;
perform our regular and necessary business functions (such as internal audit investigations, performance reporting, research, product development and planning);
to assist with hardship requests;
to participate in the credit reporting system and provide information to credit reporting bodies as permitted by the Privacy Act;
to undertake securitisation activities and debt assignments;
to deal with complaints and legal proceedings;
to meet our legal and regulatory requirements (such as reporting matters to regulators or enforcement bodies when authorised or required by law); and
to assist other credit providers with such purposes in circumstances permitted by the Privacy Act (such as disclosing information to another credit provider with your consent or where you have committed a serious credit infringement).

Types of credit related information that we collect, hold and disclose

The types of credit-related information we collect may include:

identification information, such as your name, address, date of birth, driver’s licence number and your current or past employers;
consumer credit liability information about you, such as the type and maximum amount of credit we have provided (or will provide), or the date that any credit contract was entered into and the date that it is terminated;
repayment history information in relation to consumer credit facilities, including whether you have made payments when due;
a statement that we have made an information request about you with a credit reporting body;
details of previous credit applications you have made;
financial hardship information, being a record that your payment obligations under your loan have been affected by an agreed financial hardship;
default information, relating to an outstanding payment;
new arrangement information if you vary the terms of your credit following a default;
court proceedings information, regarding a judgment that is made against you that relates to credit provided to you, or applied for by you;
personal insolvency information about you;
publicly available information about you that relates to your activities in Australia or the external territories and your credit worthiness;
an opinion by us that you have committed, in circumstances specified by us, a serious credit infringement in relation to consumer credit provided by us to you.
Information about your credit worthiness such as credit scores, credit risk ratings, summaries and evaluations.

How we collect credit-related information

We collect credit information in a variety of ways, such as obtaining the relevant information directly from you. For example, when you complete an application form with us.

Some credit information will also be derived by us from your transactions in connection with credit, such as when you make payments to us.

We may also collect credit-related personal information about you from third parties, such as credit reporting bodies, other credit providers or persons acting on your behalf.

How we hold your credit information

We understand the importance of protecting the personal information we hold, including credit information and credit eligibility information. We take reasonable steps to ensure that this information is free from misuse, interference, loss, unauthorised access or modification. Examples of these steps include:

securing information both in physical and electronic form;
having internal procedures and measures limiting access to personal information only to those that need access for their legitimate activities;
protecting our systems using reasonable and appropriate technology solutions which are secured using physical and technology controls; and
having internal processes to manage personal and credit information, which may include de-identifying information that we no longer need (subject to data retention laws).

In collecting, using and disclosing credit-related personal information, Cash Converters will comply with the applicable requirements of the Privacy Laws.

Credit reporting bodies we deal with

The credit reporting bodies we may disclose your personal information to, and their contact details, are:

Equifax Group

Website:            https://www.equifax.com.au/privacy
Phone:               1300 850 211
Mail:                 PO Box 964, North Sydney NSW 2059

Illion Australia Pty Ltd

Website:            https://www.illion.com.au
Phone:              1300 734 806
Mail:                   PO Box 7405, St Kilda Rd VIC 3004

Experian Asia Pacific Pty Ltd

Website: http://www.experian.com.au/contact-us
Phone: 1300 783 684
Mail: Level 20, 101 Miller Street, North Sydney, NSW 2060

These credit reporting bodies are required to have a policy which explains how they will manage your credit-related personal information. If you would like to read the policies of these credit reporting bodies, please click the website links provided above or you may contact them directly.

You can request a free copy of your credit report and check your credit score through a credit reporting body. You're entitled to one free report:

once every 3 months
you’ve been refused credit within the past 90 days, or
your credit-related personal information has been corrected.

Credit reporting bodies may hold different information about you, so you may need to request a copy of your credit report from each credit reporting body.

Preventing identity fraud

You also have the right to request credit reporting bodies not to use or disclose your credit reporting information if you believe that you have been, or are likely to be, the victim of identity fraud (for example, you suspect someone is using your identity details to apply for credit). You must contact the credit reporting body directly should this be the case. If you make such a request, a Credit reporting body will place a 21-day ban period on your consumer credit report. You can request an extension to this period if you believe you are still, or still likely to be, a victim of fraud.

Direct Marketing

We can ask credit reporting bodies to use the information they hold about you for pre-screening assessments. If you don’t want them to use your information this way, you can ask them not to by contacting them directly.

Disclosing credit related information, including to overseas recipients

We may share your credit related information with related companies, and other organisations to help us provide credit. These other organisations may include:

credit providers
Insurers
credit reporting bodies or system operators.
intermediaries acting in connection with any credit application;
government agencies;
organisations involved in debt assignment or securitisation arrangements.

Some of these recipients may be located outside Australia. It is not reasonably practicable to list all of the countries to which your information may be transmitted from time to time.

When we share your information with organisations overseas, we ensure appropriate data handling and security measures are in place.

How you may access your credit eligibility information held by us

You may request us to provide you with access to the credit related information which we hold about you by contacting us on the details listed below at 'Contact Us'

We will need to verify your identity before giving you access to your credit related information. We will usually provide the information requested within 30 days of receiving your request.

In certain situations, we may not agree to a request for access of credit related information that we hold about you. If this occurs, we will advise you in writing of our decision, and of our reason(s) for not agreeing to the access request.

There is no charge to make a request for access request.

How you may seek to correct your credit related information held by us

If you believe that your credit-related information is inaccurate, incomplete, or out of date, you can make a correction request to us, to the credit reporting body or other credit provider who disclosed this information to us.

If you make a correction request to us, we will take reasonable steps to ensure that your credit-related information is accurate, complete and up-to-date. We may be required to consult with the credit reporting bodies or other credit providers to assess your request for correction. Where your credit-related information is found to be inaccurate, incomplete, or out of date, it will be amended.

To seek such a correction, please contact us using the details listed below at 'Contact Us'.

If we do not agree to a request to correct information, we hold about you, we will advise you in writing of our decision, and of our reason(s) for not agreeing to the correction request.

How to make a complaint

If you wish to make a complaint regarding the handling of your personal information, including your credit related information, please contact our Internal Dispute Resolution (IDR) team by:

Phone on 13 22 74

By email at complaints@cashconverters.com

By mail at PO Box 3151, East Perth, Australia, 6892

Filling out our online form

A member of our Team will assist you with handling the complaint/dispute and will advise if any further information is needed. Our Team will liaise with managers and other team members to escalate your concern to the appropriate person, who will investigate and respond to you. If your complaint/dispute is escalated to the Dispute Resolution Officer, they will determine a fair remedy, and you will be informed of the decision and the reasons for that decision.

Sometimes we may ask for further information to assist us with the investigation. If we are unable to resolve the complaint, we will:

inform you of the reasons for the delay
specify a date when a decision can be reasonably expected; and
notify you of your right to contact the Australian Financial Complaints Authority.

All complaints will be processed at no charge to you.

If you are unhappy with the IDR resolution

If you are unhappy with our IDR response, you may contact our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:

In writing: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au

Contact Us

If you have questions, or would like to make a request, our contact details follow.

Email: creditreportingenquiries@cashconverters.com

Phone: 9221 9111

Mail: PO Box 3151, Adelaide Terrace, Perth WA 6832

You can obtain a copy of this credit reporting policy free of charge by contacting us by using the contact details set out above. Cash Converters will take reasonable steps to provide a copy of our credit reporting policy in the form requested.

This Credit Reporting Policy was last updated on 04 December 2025 and is subject to change. Please check our website for the latest version.