Legal

Privacy & Complaints Policy

LoanChat (Wish Loans Pty Ltd ACN 615 729 952 ABN 26 615 729 952) · Credit Representative 484180 of QED Credit Services Pty Ltd (Australian Credit Licence 387856)
We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures.
Last updated: March 2026

Collection and Use of Your Information
Disclosure of Personal Information
Overseas Disclosure
Access and Alterations to Your Information
Website Cookies and Third-Party Services
Marketing
Security of Your Personal Information
Compliments
Complaints
Resolution Timeframes
Taking It Further

Collection and Use of Your Information

LoanChat (Wish Loans Pty Ltd) and its representatives will only seek to collect necessary information from you in order to provide you with the credit assistance you have sought from us. We may also use this information for purposes associated with our services, such as follow-up calls to assist you.

In certain circumstances, we may also be required to collect sensitive information (such as health information) on behalf of the lender in the course of giving you credit assistance. The types of personal information we collect may include:

Your name, contact details (email, phone, postal address)
Financial information including income, assets, liabilities and employment details
Superannuation fund details (for SMSF lending enquiries)
Business details (for commercial and business lending)
Government-issued identification where required for identity verification
Details about the property you are purchasing, refinancing or using as security

Disclosure of Personal Information

LoanChat and its representatives will never unnecessarily exchange your personal or business information with any third party for any reason, unless compelled by force of law. However, in order to assist you, we may be required to provide your personal information to certain organisations. If your information is not provided, we may be unable to assist you. The types of organisations include:

Lenders and credit providers
Our Licensee (QED Credit Services Pty Ltd)
Mortgage insurers
Other mortgage intermediaries
Valuers
Other organisations that assist us, such as printers, mailing houses, lawyers, debt collectors, accountants and other auditors

We will never sell your personal information to third parties, and we will never share it with advertisers or data brokers.

Overseas Disclosure

In certain, specific cases our Licensee (QED Credit Services Pty Ltd) may contract an external audit service provider to ensure we are meeting our obligations and commitments to you under the National Consumer Credit Protection Act 2009. This service provider may disclose your personal information to its team in India. You can be assured that we have full legal access to that overseas service provider as if they were domiciled in Australia, as required by the Privacy Act 1988.

Additionally, some of the third-party technology services we use to operate our website (including Google Fonts, Cloudflare and Formspree) are based in the United States and may process limited technical data on servers located overseas. Please see the Cookies and Third-Party Services section below for further detail.

Access and Alterations to Your Personal Information

You can gain access to your personal or company information, or advise alterations to that information, by contacting our office directly:

Information which is easily accessible will be provided to you free of charge. However, information which is more difficult to access may have a fee associated with the request. You can also contact us for more detailed information on how we collect, handle and secure your personal information.

You can learn more about the Privacy Act and your rights at www.privacy.gov.au.

Website Cookies and Third-Party Services

Our website uses cookies to improve your experience. A cookie is a small text file stored on your device when you visit our site. We use the following types:

Essential cookies

Our website uses cookies to improve your experience. A cookie is a small text file stored on your device when you visit our site. We use the following types:

Third-party services

Google Fonts (Google LLC, USA) — used for website typography. Google may log font file requests. See Google's Privacy Policy.
OnceHub / ScheduleOnce — our online booking calendar. OnceHub may set session cookies to manage the booking process. See OnceHub's Privacy Policy.
Cloudflare Turnstile (Cloudflare Inc, USA) — used on our contact form to verify human submissions and protect against spam bots. Privacy-preserving by design. See Cloudflare's Privacy Policy.
Formspree (USA) — processes and forwards contact form submissions to our email address. See Formspree's Privacy Policy.

Managing cookies

You can manage cookie settings through your browser at any time, or reset your consent preference by clearing your browser's local storage and cookies for this site. Disabling cookies may affect the functionality of our booking calendar.

Marketing

From time to time, LoanChat may contact you with information about products and services from either ourselves or our industry affiliates that we believe may be of interest to you. To opt out of receiving such information at any time, simply let us know by contacting us directly using the contact details above, or by clicking the unsubscribe link in any marketing email we send.

Security of Your Personal Information

LoanChat takes reasonable steps to ensure the security of your personal or company information from unauthorised access, theft or modification. Our security measures include secure encrypted connections (HTTPS/TLS), access-controlled systems, and multiple layers of bot protection on our contact form.

While we take these precautions, no method of data transmission or storage is completely secure. Should you have any concerns about the security of your information, please contact us immediately using the details above.

Compliments

At LoanChat, we always work hard to build strong and lasting relationships with our valued clients. By listening to your feedback, we can address any immediate concerns and continually improve our service.

Our representatives are always delighted to know that they have succeeded in making your experience a positive one. If Charmain has provided you with exceptional service, please let us know using the contact details above — your feedback is genuinely appreciated.

Concerns and Complaints

If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have a process that makes it straightforward for you to raise your concerns so that they can be addressed quickly and fairly.

You can contact us by whichever means best suits you:

If you contact us by mail or email, please provide as much detail as possible about your complaint so we can respond effectively.

Resolution Timeframes

We will try to deal with your complaint on the spot wherever possible. However, if this is not possible, we will acknowledge your complaint in writing within 24 hours. We will treat you fairly and work to resolve your complaint as quickly as possible.

In the rare event we are still investigating your complaint after 30 days, we will write to explain why and to let you know when we expect to have completed our investigation. When our investigation is complete, we will write to advise you of the outcome and the reasons for our decision.

You can contact us at any time to ask for an update on the status of your complaint. Please refer to your earlier communication so we can respond effectively.

Taking It Further

We hope you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, you can have your complaint heard by an independent party. You can also contact our Licensee directly.