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Privacy Policy

Privacy Policy

Download a PDF Copy of the Terms of Use

We value your trust and take the protection of your personal information very seriously. When you contact us, join or use any of our programmes, use any of our platforms, or deal with any of our team members, you share some of your personal information with us. So when you trust us with your personal information, we’re committed to keeping it safe.

This document outlines how we collect, hold, secure, use, and share your personal information. We encourage you to read it so that you are comfortable with what we do with your personal information.

If you have any questions regarding its contents, we invite you to contact our Privacy Officer, or via the Contact Us section below.

 

1. INTRODUCTION

Mortgagehq (we, us, our) complies with the New Zealand Privacy Act 2020 (the Act) when dealing with personal information. Personal information is information about an identifiable individual (a natural person).

This policy outlines how we will collect, use, disclose, and protect your personal information.

This policy does not limit or exclude your rights under the Act. If you wish to seek further information on the Act, contact our Privacy Officer by email at [email protected]. Or visit privacy.org.nz for further information.

These Terms were last updated on 24 April 2026

 

2. CHANGES TO THIS POLICY

We may change this policy by uploading a revised policy onto the website. The change will apply from the date that we upload the revised policy.

 

3. WHAT IS PERSONAL INFORMATION?

Personal information is information about an identifiable individual. It includes (but is not limited to) name, address, contact details, date of birth, occupations, payment details, employment history and/or details, education and qualifications, financial information, testimonials and feedback, evidence of source of funds or source of wealth (in some cases) and other information.

 

4. HOW WE USE YOUR PERSONAL INFORMATION

We collect your personal information:

  • to verify your identity;
  • to provide services and products to you;
  • to improve the services and products that we provide to you;
  • to respond to communications from you, including a complaint;
  • to protect and/or enforce our legal rights and interests, including defending any claim; and
    for any other purpose authorised by you or the Act.

 

5. HOW DO WE COLLECT YOUR PERSONAL INFORMATION?

We primarily collect your personal information directly from you, such as through your use of our website or when you provide information to our advisers or staff.

Where we collect your personal information from someone other than you, we will take reasonable steps to notify you as per the Information Privacy Principle 3A of the Privacy Act 2020.

This notification will include the purpose of the collection, the intended recipients of the information, the name and address of the agency collecting and holding the information, whether the collection is authorised or required by law (and, if so, the relevant law), and your right to access and request correction of that information, unless an exception applies under the Act.

If you provide us with personal information about someone else, you confirm that you have collected it per the Privacy Act and that the individual has authorised the disclosure, collection, use, and disclosure of their personal information by us. They have also been informed of their right to access and request correction of their personal data.

 

6. DISCLOSING YOUR PERSONAL INFORMATION

We may disclose your personal information to:

  • product providers (such as but not limited to lenders and insurance companies);
  • any third party, whether in New Zealand, Australia, or elsewhere, who assists us in providing services or who performs functions on our behalf. These may entail:
    email, marketing, advertising, and media partners
    technology partners
    other companies or individuals who perform checks (such as but not limited to compliance & regulatory reviews and audits e.g. by our aggregator – Kiwi Adviser Network) that are necessary or desirable under law on our behalf;
  • courts, tribunals, and regulatory authorities (such as the Financial Markets Authority, and the Ministry of Justice in New Zealand);
  • office of the Ombudsman, where a complaint relates to official information;
  • any person or agency we believe could assist in responding to a serious privacy breach;
  • office of the New Zealand Privacy Commissioner, where a complaint relates to a breach of the Privacy Act 2020;
  • other companies, agencies, or individuals that maintain databases against which your identity may be verified, which may include (but are not limited to) the New Zealand Department of Internal Affairs, and New Zealand Transport Agency;
  • market research partners who help us collect your reviews and feedback and who analyse customer behaviour;
  • advertising, social media, and search engine companies, like Google and Facebook, where we provide them with a limited amount of your information, to help them target this paid advertising for you on their platforms;
  • companies that provide data matching, insights, and analytics services so we can offer relevant products and services, run relevant promotions, and improve our offerings;
  • if it is necessary because we are selling one of our assets or businesses;
  • the Human Rights Commission, where a complaint relates to discrimination;
  • where appropriate, CERT NZ, to assist with the management of a voluntarily notified privacy breach;
  • overseas privacy regulator, where a complaint relates to the actions of an overseas agency; and
    anyone else to whom you authorise us to disclose it.

Except as described above, we will not disclose your personal information without your written or verbal consent, unless we are required to do so by applicable law.

 

7. PROTECTING YOUR PERSONAL INFORMATION

We will take reasonable steps to keep your personal information safe from loss, unauthorised activity, or other misuse. Our software is subject to audits to ensure it is continuing to meet security requirements. All data handled in our software is encrypted in transit and during storage and can only be accessed over secure network connections.

 

8. STORING YOUR PERSONAL INFORMATION

We will only retain personal information as long as it is required for the purposes for which the information may lawfully be used. All data stored online is backed up and can be retrieved in case of data loss or corruption.

We operate predominantly with digital records. If physical records of information are provided to us these will be digitised and physical copies will be destroyed immediately.

 

9. ACCESSING AND CORRECTING YOUR PERSONAL INFORMATION

Subject to certain grounds for refusal set out in the Act, you have the right to access the readily retrievable personal information we hold and request a correction to your personal information. Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates.

As a financial services provider, we implement best practices e.g. ensuring your personal details are correct. If we are not able to make the correction, we will take reasonable steps to note your requested correction on your file.

If you want to exercise the above rights, email us at [email protected]. Your email should provide evidence of who you are and set out the details of your request (e.g. the personal information or the correction that you are requesting).

 

10. DATA BREACHES

Our Privacy Officer has processes and systems in place in the event of a data breach. If such an event occurs, we will promptly identify, report, and examine a personal data breach.

 

11. INTERNET USE

While we take reasonable steps to maintain secure internet connections, if you provide us with personal information over the internet, the provision of that information is at your own risk.

If you follow a link on our website to another site, the owner of that site will have its own privacy policy relating to your personal information. We suggest you review that site’s privacy policy before you provide personal information.

We use cookies (an alphanumeric identifier that we transfer to your computer’s hard drive so that we can recognise your browser) to monitor your use of the website. You may disable cookies by changing the settings on your browser, although this may mean you cannot use all our website features.

We may use information about your use of our websites and other IT systems to prevent unauthorised access or attacks on our software. We may utilise services from one or more third-party suppliers to monitor the use of our systems. These third-party suppliers will have access to monitoring and logging information and information processed on our websites and other IT systems.