We may update this policy from time to time and any updates to this policy become effective when published on our website.

1. Types of personal information we collect

The types of personal information that we collect and hold about you could include:

• identification details such as your name, address, telephone numbers, date of birth, gender, age, occupation, signature, email address, copies of identification documents and government related identifiers such as your passport or licence numbers;
• financial details such as your billing information and payment details;
• information about your relationship with us, including your account details and information you disclose when you contact our support team, make a complaint or enquire about our products or services;
• information about how you use our products or services, including your activity on our services, your IP address, technical details about the devices and browsers you use to access our services, the location of your devices, and details about your NBN service including your connection status, NBN performance metrics and the location of your NBN connection point; and
• information about how you interact with our website, apps or electronic communications and your consumer preferences.

In limited circumstances, we may collect sensitive information where relevant to the products and services we provide to you. For example, if you disclose health information to us in a hardship application.

If you do not provide certain information that we may need from you, we may not be able to provide our products or services to you or provide you with services that are tailored to your needs.

2. How we collect your personal information

In most cases, we collect your personal information directly from you. For example, when you sign up as a customer, contact our support services or use the ‘Contact Us’ form on our website.

We may also collect your personal information from:

• our own systems, based on how you use our products and services;
• cookies or other tracking technologies, based on how you interact with our website, apps and electronic communications;
• other companies in our corporate group;
• our distributors and dealers when you engage with them;
• our marketing partners and other service providers; and
• another Flip customer, including as part of our referral programs or where a customer has nominated you to act on their behalf.

How we hold your personal information

The security of your personal information is important to us. We store your personal information electronically on our premises and with third party data storage providers. In limited circumstances we may also store your personal information in hard copy form.

How we use your personal information

We may use your personal information to:

• provide our products and services to you;
• process your application for our products and services, including to assess your eligibility;
• verify your identity or verify your authority to act on behalf of a customer;
• communicate with you and administer our business relationship with you;
• assess an application you make for financial hardship assistance;
• where permitted by law, to market our products and services to you;
• develop and improve our products, services and business processes;
• gain customer insights, understand your preferences and interests, personalise your experience and enhance products and services you are offered and receive;
• conduct our business and perform administrative and operational tasks, including for the purposes of facilitating a proposed sale or reorganisation of our business, training staff, risk management, undertaking research and statistical analysis, and systems development and testing;
• conduct security checks and for other purposes related to security;
• prevent, detect and investigate any actual or suspected fraudulent or criminal activity or other serious misconduct;
• comply with our obligations under applicable laws, regulations and codes, and to comply with requests from regulatory authorities and law enforcement agencies; and
• achieve any other purpose for which you have requested or given your consent for.

We sometimes use artificial intelligence processes in our products or services, or to achieve the other purposes set out above. We incorporate elements of automated decision-making in our onboarding processes when we assess your application to become a customer. We use certain credit eligibility information, including credit scores) as an input in this automated decision-making process – please see our Credit Reporting Policy for more information about how this type of information is collected and used.

3. How we disclose your personal information

To provide our products and services to you, operate our business or achieve any of the other purposes listed above, we may disclose your personal information to: