1. Overview
Commercial Warehouse Pty Ltd ("Commercial Warehouse", "we", "us", "our") is a commercial property finance broker based in Sydney, NSW, Australia, holding an Australian Credit Licence (ACL) issued by the Australian Securities and Investments Commission (ASIC).
We are committed to protecting the privacy of individuals in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in Schedule 1 of that Act.
This Privacy Policy explains how we manage personal information that we collect, use and disclose in the course of providing credit assistance services. By using our website or submitting an enquiry, you consent to the practices described in this policy.
2. Information We Collect
We collect personal information that is reasonably necessary for our functions and activities as a licensed credit representative. The types of personal information we may collect include:
Personal Identification
- Full name and contact details (address, phone, email)
- Date of birth and identification documents
- ABN / ACN for business entities
- Position / role within a business
Financial Information
- Income, assets, liabilities, and expenses
- Bank statements and financial statements
- Credit history and credit report information
- Property details, valuations and ownership information
- Existing loan information
How Information is Collected
We collect your personal information directly from you when you:
- Submit a loan enquiry form on our website
- Contact us by phone, email or in person
- Provide documents in support of a loan application
In some circumstances, we may collect information from third parties such as lenders, credit reporting bodies, valuers, accountants or solicitors, where this is permitted by law and you have provided appropriate consent.
Sensitive Information
We will only collect sensitive information (such as health information) where it is reasonably necessary for a loan application and we have obtained your consent, or where we are required to do so by law.
3. How We Use Your Information
We use personal information collected from you for the following primary purposes:
- Assessing your eligibility and suitability for commercial loan products
- Preparing and submitting loan applications on your behalf
- Communicating with lenders and third parties in connection with your application
- Communicating with lenders and third parties in connection with your loan scenarios that have been lodged by form
- Communicating with lenders and third parties in connection with assessing your borrowing capicity. This may include sending copies of leases and other information you have sent in to lenders and third parties to help with this assessment
- Complying with our obligations under the National Consumer Credit Protection Act 2009 (NCCP Act) and other applicable laws
- Responding to your enquiries and providing ongoing credit assistance
- Maintaining our records and administering our business
- Direct marketing, where you have consented or we are permitted by law
We will only use your personal information for a secondary purpose if you have consented, or if it is required or permitted by law.
4. Disclosure of Information
We may disclose your personal information to the following types of organisations:
- Lenders and credit providers — banks, non-bank lenders, and private funders in connection with loan applications
- Credit reporting bodies — such as Equifax, Experian and illion, for the purpose of obtaining credit reports
- Valuers, solicitors and accountants — professional service providers involved in processing your loan
- Mortgage managers and aggregators — our aggregation group who may hold your file and provide compliance services
- ASIC and regulatory bodies — where required by law or court order
- IT and cloud service providers — who store data on our behalf, subject to privacy obligations
We do not sell, rent or trade your personal information to third parties for their own marketing purposes.
5. Overseas Disclosure
We generally store and process personal information within Australia. However, in some circumstances, information may be disclosed to recipients located overseas — for example, cloud service providers whose servers are based outside Australia.
Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients handle information in accordance with the Australian Privacy Principles, unless an exception under APP 8.2 applies.
By providing us with your personal information, you consent to it being disclosed to overseas recipients where reasonably necessary for the provision of our services.
6. Direct Marketing
We may use your contact details to send you information about commercial finance products, market updates, rate specials, and other services we believe may be of interest to you. We will only do this where:
- You have provided express or implied consent, or
- We are permitted to do so under the Spam Act 2003 (Cth) or the Privacy Act
Every marketing communication we send will include a clear option to opt out. You can unsubscribe at any time by:
- Clicking the unsubscribe link in any email we send
- Emailing us at privacy@cwh.com.au
- Calling us on 1300 569 362
We will process opt-out requests promptly and within 5 business days at most.
7. Cookies & Website
Our website (cwh.com.au) may use cookies and similar tracking technologies to improve your browsing experience and understand how visitors interact with the site.
What are cookies?
Cookies are small text files placed on your device when you visit a website. They help us remember your preferences, analyse website traffic, and improve functionality.
Types of cookies we may use
- Essential cookies: Required for the website to function correctly (e.g., form security tokens)
- Analytics cookies: Help us understand page visits and user behaviour (e.g., Google Analytics)
- Preference cookies: Remember choices you make on our site
Controlling cookies
Most web browsers allow you to control cookies through their settings. However, disabling cookies may affect some functionality of our website. For more information, refer to your browser's help documentation.
Website analytics
We may use third-party analytics services to collect anonymised usage data. This data does not personally identify you and is used solely to improve our website experience.
8. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Our security measures include:
- SSL encryption on our website (HTTPS)
- Secure file transfer for document exchange
- Password-protected systems with role-based access
- Staff training on privacy obligations
- Locked filing of physical documents where applicable
Whilst we take reasonable precautions, no data transmission over the internet can be guaranteed to be 100% secure. If you believe your information may have been compromised, please contact us immediately.
Data Retention
We retain personal information for as long as necessary to fulfil the purposes for which it was collected, or as required by law (including the NCCP Act which requires loan records to be kept for a minimum of 7 years).
When personal information is no longer required, we will take reasonable steps to destroy or de-identify it securely.
9. Access & Correction
Under the Australian Privacy Principles, you have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate, incomplete or out-of-date information
To make an access or correction request, please contact our Privacy Officer using the details below. We will respond to your request within 30 days. In some circumstances, we may charge a reasonable fee for providing access (we will advise you of any charge in advance).
We may decline an access request where we are required to do so by law, or where granting access would unreasonably impact the privacy of other individuals.
10. Complaints
If you have a concern or complaint about how we have handled your personal information, we encourage you to contact us first so we can attempt to resolve it informally.
Internal Resolution
Please contact our Privacy Officer at privacy@cwh.com.au with details of your complaint. We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days.
External Resolution
If you are not satisfied with our response, you may escalate your complaint to:
- Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992 - Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Phone: 1800 931 678
11. Contact Privacy Officer
All privacy-related enquiries, access requests, correction requests and complaints should be directed to our Privacy Officer:
For general loan enquiries, please contact us at info@cwh.com.au or call 1300 569 362.
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other reasons. The current version will always be available on our website at cwh.com.au/privacy.php.
Continued use of our website or services constitutes your acceptance of the privacy policy.