Privacy Policy

Downloadable / Printable PDF Privacy Policy Consent Form
Downloadable Privacy Policy

The protection of your personal information is very important to us. This Privacy Policy explains how we may collect, hold, use and disclose your personal information (including credit information) when you visit our websites, mobile apps, official media platforms or apply for or use our services or products through us or our authorised third parties in accordance with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APP).

This Privacy Policy is to be read in conjunction with the Privacy Consent Form, a copy of which is available by contacting us.

For the purposes of this Privacy Policy, 'we' and ‘us’ means Monoova Limited ACN 660 380 370, Monoova Australia Pty Ltd ACN 612645 495, Monoova Global Payments Pty Ltd ABN 77 106 249 852, Monoova Services Pty Ltd ABN 77 656 074 645, Monoova Payments Pty Ltd t/as Monoova ABN 38 126015 and their related bodies corporate and affiliates. By providing us with your personal information you consent to us using and handling your information in accordance with this Privacy Policy. If you provide any personal information about another individual then we rely upon you to inform him or her of the details contained in our Privacy Policy.

Types of personal information we may collect from you

“Personal Information” as defined under the Privacy Act, means information or an opinion about an identified individual, or an individual who is reasonable identifiable whether the information or opinion is true or not; and whether the information or opinion is recorded in a material form or not. The kinds of personal information we collect and hold about you depends on the circumstances of collection and the nature of your dealings with us. 

We generally collect and hold the following kinds of personal information about our customers and applicants:

We may also:

We will not collect information about you that is “sensitive information” which includes information about your health, biometrics, genetics, ethnic background, sexual preferences, criminal records, religious belief, religious affiliations, philosophical believes, professional memberships, trade memberships, political memberships and opinions unless you provide your consent, or we are authorised to do so by law.

Electronic Identification Verification

Under the AML/CTF Act, we may be required to disclose your name, telephone number, residential address and date of birth to a third party including a Credit Reporting Body (CRB) in order to verify your identity electronically. If you are an individual, we will obtain your consent before we disclose this information to any third party including a CRB. If you do not consent to have your identity verified electronically, you will be required to provide us with certified copies of your identification documents to us.

If we are unable to verify your identity, we will be unable to provide our services to you.

How we collect personal information

We collect personal information (including credit information) directly from you in our Monoova Application Form as well as our Privacy Consent Form.

We may also collect personal information (credit information) about you from other sources, such as:

Further, we may collect personal information about an individual from third parties who have applied for a product or service, for example:

What are the purposes for which we collect, hold, use and disclose your personal information

The Privacy Act allows us to disclose personal information about you when related to the primary purpose for which it is collected.

We collect, hold, use and disclose your personal information (including credit information) for the purposes of:

We may also hold, use and disclose your personal information in connection with suspected fraud, misconduct and unlawful activity, and as part of acquisitions or potential acquisitions of or by our business.

Finally, we may disclose personal or credit information we hold about you where required or permitted by law.

Access and Correction of your information

Subject to any applicable exceptions in the Privacy Act, where we hold personal information about you, you have aright to have access to it. within a reasonable period after receiving a request from you, we will take reasonable steps to provide you with access. An administrative fee may be payable for the provision of this information. We will advise you of the administrative fee payable by you prior to providing this information. To obtain access to your information, please write to:

The Privacy Officer at

We may require that you verify your identity before the credit information we hold is disclosed to you. We may refuse to provide you with information that we hold about you in certain circumstances set out in the Privacy Act. If we do, we will write to you to let you know why your request has been denied or limited unless, having regards to the grounds for refusal, it would be unreasonable for us to do so.

If you believe that any personal information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email the privacy officer.

If we are satisfied that the personal information about you is inaccurate, out-of-date, incomplete, irrelevant or misleading, we will take such steps (if any) as are reasonable in the circumstances to correct the information within30 days or any such longer period you agree to in writing. If we consider it necessary in order to deal with your request, we may consult with a CRB. If we do not agree with a request to correct information, we will give you notice in writing as to our reasons and what you can do if you are not satisfied with our response.

Disclosure of credit information to CRBs

The CRB that we currently use is Equifax: The law requires us to advise you or otherwise ensure that you are aware of certain ‘notifiable matters’. The CRB in which we use contain their own credit reporting policies outlining how they deal with your information. Such policies are outlined on their respective websites and via the details provided below:

Equifax Australia Information Services and Solutions Pty Limited
Mail:          GPO Box 964, NORTH SYDNEY NSW 2059
Phone:       138 332 (free call)

A copy of Equifax's credit information management policy may be obtained by contacting them at have the right to request CRBs not to:

Direct Marketing

We may use and disclose your personal information to inform you about products or services we think might be of interest to you. We may also disclose your personal information to our related bodies corporate and preferred providers (together referred to as the Related Companies) so that they may inform you about products and services. Please contact our Privacy Officer to change your marketing preferences for our services or the services of Related Companies.

We will not sell, distribute or lease your Information to third parties unless we have your permission or are required or expressly permitted by law to do so. 


How to make a complaint

You can make a complaint to us in any of the following ways:

When making your complaint please tell us:

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you.

Please note that we will need your authority to speak to any representative that you appoint. How we will deal with your complaint.


We will acknowledge receipt of your complaint in writing within one business day, or as soon as practicable and try to resolve it as quickly as possible. When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.

Investigation of your complaint

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.

Outcome of your complaint

We will provide you with our written reasons for the outcome of your complaint no later than 20 business days after receiving your complaint. Our response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent dispute resolution for financial complaints to individuals and small businesses.

If we reject your complaint (whether in full or in part), our response will:

Delay in providing a response

If we are not able to provide our response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.

Escalating your complaint

If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA. AFCA You can contact AFCA using the following details quoting our AFCA membership number (#29468):

You can also contact The Office of the Australian Information Commissioner at:

The Office of the Australian Information Commissioner
Mail: GPO Box 2999,
Canberra, ACT, 2601
Phone: 1300 363 992  

For more information, please read our Complaints Section on our website.

Storage and Security

Your personal (including credit information) may be held in physical or electronic form on our systems or the systems of our service providers. We are committed to ensuring that this information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

No Information transmitted over the Internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to us, or receive from us. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against un-authorised disclosures of information, we cannot assure you that information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

Please notify us immediately if there is any unauthorised use of your account by any other Internet user or any other breach of security. For the purposes of viewing the Web site you may have a user name and password. You are responsible for the security and confidentiality of your password and log-in information.

Cookies & Web Beacons  

Where you visit our website, use or services or products for which we provide online, we may use cookies from time to time. Cookies are text files placed in your computer's browser to store your preferences. However, once you choose to furnish us with personally identifiable information, this information may be linked to the data stored in the cookie.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any personal identifiable information about you, other than the data you choose to share with us. You can choose to acceptor decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. However, this may prevent you from taking full advantage of our website.

We may use web beacons on our website from time to time. Web beacons (also known as clear gifs) are small pieces of code placed on a web page to monitor the behaviour and collect data about the visitors viewing a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page

Links to other websites

Our website may contain links toother websites of interest (Third Party Websites) and we may display content or information from other websites within frames on our website (Third Party Content).  We do not have any control over those Third Party Websites or the Third Party Content. We are not responsible for or liable for the handling, use, disclosure,  protection and/or privacy of any personal information which you provide or which has been collected whilst visiting Third Party Websites, and such websites are not governed by this Privacy Policy.

Changes to the Privacy Policy

We may revise this Privacy Policy from time to time by publishing it on our website and will be effective as from the publishing date. If you have any questions relating to this Privacy Policy please contact our Privacy Officer.

Contact Details

If you would like more information about our approach to privacy, or if you wish to contact us regarding the information set out in this Privacy Policy, please contact us: