DUX Financial Privacy Policy

DUX Financial Privacy Policy. DUX Financial aims to provide its customers with the best possible products and service. To achieve this, we aim to make efficient use of the personal information we collect from our customers.

We also want our customers to have confidence that in handling personal information, we afford that information an appropriate level of privacy, consistent with the Privacy Principles of the New Zealand Privacy Act 2020.

This statement sets out our policy for dealing with your personal information.

Who are we?

DUX Financial Services Ltd (FSP 670919) holds a Class 2 Financial Advice Provider License issued by The Financial Markets Authority to provide Financial Advice.

DUX Financial Planning Ltd (FSP 731551) and Affinity NZ Ltd (FSP 731671) are authorised by that license to provide Financial Advice.

What is Personal Information?

Personal Information is any information about you that identifies you, or by which your identity can reasonably be ascertained.

We collect personal information from you. including information about your:

• Name

• Contact information

• Location

• Interactions with us

• Billing or purchase information

• Officially issues numbers that tie a user to their information (for instance passport and drivers license numbers)

 Why personal information is collected by DUX Financial

• Verify your identity and address, and meet our obligations under the Anti-Money Laundering and Countering Financing Terrorism Act 2009, and the Financial Advisers Act 2008

DUX Financial collects personal information from its customers and suppliers, or employees or officers of its customers and suppliers, for purposes relating to the products and services it offers. Those purposes include:

• Responding to enquiries regarding products, accessories and services we offer

• Receiving feedback and dealing with complaints

• Processing orders and administering accounts

• Providing customer and supplier support

• Applications for employment

• Marketing and promotional activities

• Product development and market research

• Meeting our regulatory and legal obligations

Providing some information is optional. If you choose not to enter personal information, we will be unable to provide you with the products and services we offer.

We keep your information safe by restricting access to personal information only to staff who need it to perform their day to day functions and maintaining technology products to prevent unauthorised computer access or damage to electronically stored information, such as firewalls and anti-virus software.

We keep your information for a minimum of seven years or for as long as we feel neccessary. When it is no longer required we securely destroy it by securely deleting digital files and securely shredding paper files.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you would like to ask for a copy of your information, or to have it corrected, please contact us at admin@duxfinancial.co.nz, or 0800 000 987, or PO BOX 13 511, Johnsonville, Wellington 6440. 

How does DUX Financial collect personal information?

Where possible, DUX Financial will collect your personal information directly from you. This may take place in a number of ways, such as when you give us a written order or ask us to provide a product or service over the telephone or internet.

In addition, we may obtain personal information from third parties such as our suppliers, contractors, and regulatory authorities.

Regardless of who provides personal information to us, DUX Financial will always handle it in accordance with this privacy policy and the Privacy Principles of the New Zealand Privacy Act 2020.

COLLECTION OF PERSONAL INFORMATION – PRODUCT PROVIDER NOTICE

Personal information about you is collected by the product providers we work with. A full list of these providers and their websites/privacy policies can be found in the “Product Providers” section below.

Your information is only shared with a product provider if we submit an application to them on your behalf.

The information is collected and used to assess, process, administer, and manage your application for financial products (including home loans) and any related services, determine your eligibility, meet contractual obligations, and manage the product for its duration.

Providing this information is necessary for the lender/product provider to consider your application. If the required information is not provided, your application may be declined or delayed.

Each product provider will handle your personal information in accordance with their own privacy policy (links provided below), which explains how you can request access to, and correction of, your personal information.

Do we disclose personal information to anyone else?

In providing you with a product or service, we may sometimes need to disclose your personal information to others. It is generally our policy not to disclose information to external organisations, however, examples of the types of organisations we may need to disclose information to in the course of providing a product or service are:

• Related bodies corporate

• Suppliers, Regulators, or Auditors

• Insurers and financiers

• A person outside DUX Financial who is contracted to us to provide a particular service on our behalf

Some examples of the kinds of organisations with which we contract are:

• Mailing houses for bulk mailing of letters and notices;

• Printers for marketing material; and

• Accountants, lawyers and other service providers

Those contracted parties are not authorised by us to use personal information for anything other than the purpose for which we supplied that information to them.

Sometimes, the law requires us to disclose personal information. For example, information may be disclosed to a court in response to a subpoena or to a Government agency such as the Inland Revenue Department.

We may also disclose personal information where the individual consents to us doing so. That consent may be written, verbal or implied from your conduct.

We may also disclose your personal information to lenders, Insurers, product providers, administrators (including those located overseas in countries with less legal protection for personal information than New Zealand), insurers, credit reporting agencies, professional advisers (solicitors, accountants, valuers), the Financial Markets Authority, disputes resolution schemes, and our professional indemnity insurer as required for the purposes set out in our various client Authority & Declaration forms and this Privacy Policy.

CREDIT REPORTING AGENCIES

We may use credit reporting agencies to verify your identity, credit history, and eligibility for finance. You authorise us and the lenders/product providers to:

• Collect personal information about you from credit reporting agencies.

• Disclose your personal information to credit reporting agencies.

• Use credit reporting services (including monitoring services) in connection with your home loan and any other credit products.

Credit reporting agencies may hold your information, provide credit reporting services to their customers, and report defaults in payment obligations.

Direct Marketing

From time to time, we may use personal information to inform our customers about our products and services, or about special offers and promotions, which we think may be of interest to you. We will generally give you the opportunity to express a wish not to receive direct marketing communications. You can let us know at any time if you no longer wish to receive marketing material (by contacting us by any of the means set out below) and we will remove your details from our direct marketing database.

DUX Financial does not disclose personal information to organisations outside DUX Financial and its suppliers for the purposes of allowing them to direct market their products. However, we may join other business associates of DUX Financial in joint marketing of our respective products and services to customers.

If the law requires us to provide you with information about our products or services, we will provide that information even if you have elected not to receive information about our products and services generally.

Ensuring personal information is up-to-date

We rely on the personal information we hold in conducting our business. Therefore, it is very important that the information we hold is accurate, complete, and up-to-date.

We do everything we can to ensure that the personal information we hold is accurate complete and up-to-date whenever we collect or use it. This means that from time to time, we will ask you to tell us if there are any changes to your personal information. If you find that information we hold about you is incorrect, please contact us immediately and we will correct it.

Use of AI tools and recording

We may use AI-powered tools to record, transcribe, and summarise meetings (including phone/video/in-person). This may involve audio recordings and transcripts of discussions about your financial situation.

Purpose:

• To improve accuracy of advice records

• To ensure compliance with regulatory requirements

• To reduce administrative errors

Third-party providers:

We use a third-party service provider called Marloo to process recordings and generate notes. They are contractually bound to protect your information.

Data may be stored overseas, in Australia, using Supabase infrastructure hosted in Sydney, Australia.

Retention and Security:

Recordings and/or transcripts will be kept for a minimum of 7 years (as that is our regulatory requirement), or longer if deemed necessary. All client records, including these recordings and transcripts are protected in the same way that all other electronic files are safeguarded within our system.

Security of personal information

Security of personal information is important to us and we take all reasonable precautions to protect personal information from misuse, loss, unauthorised access, modification, or disclosure. Some of the ways we protect personal information include:

• Restricting access to personal information only to staff who need it to perform their day to day functions;

• Maintaining technology products to prevent unauthorised computer access or damage to electronically stored information, such as firewalls and anti-virus software; and

• Maintaining physical security over paper records

Access to personal information by individuals

You can access most of the personal information we hold about you by contacting us by any of the means set out below.

Access to personal information may be refused in a number of circumstances, such as where the information relates to anticipated legal proceedings or the request for access is frivolous or vexatious. If we deny or restrict your access, we will explain why.

DUX Financial Privacy Policy and our website

The type of personal information we collect on our website depends on how you make use of the site.

When you visit the site, our host, records your server address, domain name, the date and time of the visit and the pages viewed. This information may be collected by using cookies (data sent to your web browser, which generally allows our site to interact more efficiently with your computer). If you disable the use of cookies, your use of our site may be affected. Information collected about your visit to our site is retained for statistical and website development reasons and is not in a form, which would enable us to identify you.

When visiting our site, you will not be required to provide us with any personal information unless you request information about a DUX Financial product or service or respond to a DUX Financial competition or promotion. In that case, we will ask you to provide contact details along with other information required to respond to your request or allow you to enter the competition or promotion.

The information provided might also be retained for product planning purposes, and unless you tell us that you don’t want it used for direct marketing purposes, may be used for those purposes.

Privacy and our email

If you send us an email containing personal information, we will take reasonable steps to ensure the confidentiality of that information. Our Internet Host for maintenance and fault detection purposes sometimes monitors the content of emails. We may also monitor email for legal compliance purposes. E-mails may also be sent to our suppliers or contractors when they relate to product or service enquiries or complaints. They also treat the information confidentially.

Although we take steps to protect information sent by e-mail, e-mail is not a secure method of communication and if you are concerned about sending your personal information to us in this manner, you may prefer to contact us by any of the other means set out below.

Resolving concerns

If you believe that the privacy of your personal information has been compromised, please let us know. You can make a complaint by contacting the person you were dealing with or by calling our office. We will respond to complaints as soon as possible.

Additional information

If you would like more information about DUX Financial’s approach to privacy, please contact the office on 0800 000 987 or email:  admin@duxfinancial.co.nz.

PRODUCT PROVIDERS

We work with a wide range of lenders, insurers and other financial product providers. The current list of Product Providers we may submit applications to or talk to on your behalf is at the end of this document:

Each provider has its own privacy policy. You can view them via the links in the list or by contacting the provider directly.

Contacting us

You can contact DUX Financial by:
Alan Borthwick - Principal Adviser
Phone: 0800 000 987
Email: admin@duxfinancial.co.nz
Website: www.duxfinancial.co.nz
Main Office: Level 1, 60 Cuba Street, Wellington
Postal Address: DUX Financial Services, PO BOX 13 511, Johnsonville, Wellington 6440

Contact for administration/operational matters:
The Privacy Officer
Phone: 0800 000 987
Email: admin@duxfinancial.co.nz