Banking reality: We collect sensitive identity and financial information because we are required to know our customers, prevent financial crime, and operate accounts safely. If you do not provide information we reasonably require, we may refuse to open, continue, or operate a product or channel.
1. Scope
This Policy covers personal information about individuals who apply for, hold, or use RBQ products; authorised users; beneficial owners; guarantors; website/portal visitors; and complainants. It does not displace obligations that apply under the AML/CTF Act, taxation law, or court orders.
2. What we collect
- Identity & KYC: name, DOB, address history, government identifiers, biometric/selfie matching where used, beneficial ownership and control information;
- Contact: email, phone, mailing and residential addresses;
- Financial: account numbers, balances, statements, payment instructions, card data (as permitted), credit-related information where applicable;
- Technical & security: device IDs, IP addresses, logs, geolocation approximate signals, fraud scores, authentication events;
- Support: tickets, call recordings, chat transcripts, complaint files;
- Cookies & similar tech: as described in our Cookie Consent notice.
We may collect information from you directly, from your use of the Services, from identity vendors, credit reporting bodies (where lawful), referees, publicly available sources, and other financial institutions involved in a payment chain.
3. Purposes of collection and use
We collect and use personal information to:
- assess applications and provide banking, payment, card, deposit, and related services;
- verify identity and comply with AML/CTF, sanctions, FATCA/CRS, and other legal duties;
- detect, prevent, investigate, and prosecute fraud, scams, and unauthorised access;
- manage credit risk, collections, and enforcement where applicable;
- communicate service, security, and regulatory notices;
- handle complaints and disputes (including AFCA);
- improve security, resilience, and product quality; and
- conduct direct marketing where permitted (you may opt out of marketing).
4. Disclosure
We do not sell personal information. We may disclose personal information to:
- payment schemes, card networks, correspondent banks, clearing systems, and payment processors;
- identity verification, biometrics, fraud, cloud, messaging, and IT service providers under contract;
- brokers, custodians, and market infrastructure for investment features (where used);
- professional advisers, auditors, insurers, and debt recovery agents;
- regulators, courts, law enforcement, AUSTRAC, ATO, and other authorities as required or authorised;
- AFCA and other external dispute resolution schemes; and
- any person you authorise, or to whom disclosure is required to effect a transaction you instruct.
Some recipients may be located outside Australia. Where we disclose overseas, we take reasonable steps consistent with APP 8, noting that overseas recipients may be subject to different privacy laws and that in some cases APP 8.1 accountability may apply.
5. Security
We implement administrative, technical, and physical safeguards appropriate to the sensitivity of the information, including access controls, encryption in transit, monitoring, and staff confidentiality obligations. No method of electronic storage or transmission is completely secure. You must also protect your devices and credentials as required by our Terms of Use.
Eligible data breaches are assessed and, where required, notified under the Notifiable Data Breaches scheme.
6. Retention and destruction
We retain personal information for as long as needed for the purposes above and to meet record-keeping, tax, AML, limitation-period, and dispute requirements. When no longer required, we take reasonable steps to destroy or de-identify it, subject to backups and legal holds.
7. Access, correction and complaints
Subject to APP exceptions, you may request access to or correction of personal information we hold.
Contact the Privacy Officer at privacy@rbqholdings.com. We will respond within a reasonable period. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
8. Marketing
Where we use personal information for direct marketing, we will provide a simple opt-out. Operational, security, and legal notices are not marketing and will continue as required to operate your account.
9. Changes
We may update this Policy by posting a revised version on this page. Material changes will be highlighted by updating the effective date. Continued use of the Services after changes constitutes awareness of the updated Policy.
Privacy Officer: privacy@rbqholdings.com · Related: Terms · Cookies