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November 2018

RaboDirect is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which governs how certain organisations must handle your personal information.

RaboDirect is a division of Rabobank Australia Limited (ABN 50 001 621 129), which together with its parent entity, Coöperatieve Rabobank U.A. (Rabobank) (Australia Branch) (ABN 70 003 917 655), and several other subsidiary companies, is a member of the Rabobank Group based in Australia (RAG).

The RAG Privacy Policy, which is separate from the RaboDirect Privacy Policy, can be obtained at This Privacy Policy sets out how RaboDirect itself collects, manages and uses your personal information.

1. What personal information do we collect?

'Personal information' means information or an opinion about an identifiable individual or an individual that is reasonably identifiable, whether the information is true or not; whether the information is recorded in a material form or not.

We collect personal information such as name, address, date of birth, gender, occupation, account details, contact details (including telephone and email addresses), any messages or comments if they contain personal information and financial information. Sometimes we collect a few personal details unlikely to be known to other people to help us identify you over the telephone.

We are required by law to identify relevant individuals when opening a new account or adding a new signatory or owner to an existing account. Anti-money laundering laws and certain tax reporting laws require us to sight and record details of certain documents (i.e. photographic and non photographic documents) and obtain certain other information about entities and individuals in order to meet the standards set under those laws.

We may monitor and record telephone calls for training and security purposes.

If you do not provide us with all the personal information we request, we may not be able to provide you with the product or services you seek from us.

You warrant to us that you have obtained the consent of any other person with whom you've provided us with their personal information.

2. How do we collect and hold personal information?

We generally collect personal information from you (or from your intermediary) at the time you open an account or make an enquiry with RaboDirect through our contact centre, online, by email or by post. Sometimes, we may collect information about individuals that is publicly available (e.g. ASIC Companies Register). We also sometimes collect personal information from you when you agree to receive marketing communications from us. 

For non-individual accounts (e.g. trust or company accounts), we will collect personal information on people connected with the account (e.g. trustees, directors or beneficiaries).  This information is used to comply with legal requirements, such as knowing our customer.   When you (or your intermediary) provide personal information to us for people connected to non-individual accounts, we accept it on the basis that you have informed the person in question that you are sharing the information with us.

We take all reasonable precautions to protect your personal information from misuse, interference, loss and unauthorised access. We have practices and policies in place to provide a high level of security to protect personal information. Our security measures include but are not limited to:

  • requiring our staff to use passwords and/or access tokens when accessing our systems;
  • using firewalls, virus scanning software and anti intruder systems to protect against unauthorised access to and viruses in our systems;
  • instructing our staff on their obligations concerning the handling of personal information;
  • using dedicated secure networks or encryption when we send personal information electronically for outsourcing purposes; and
  • using physical and electronic measures such as alarms, cameras and locked storage areas to protect against unauthorised access to personal information.

When information is no longer needed for the purpose for which it was collected or for the purposes of meeting our legal requirements we will securely destroy it or de-identify it.

3. Why do we collect your personal information and to whom do we disclose it?

We collect personal information so that we may:

  • properly manage and administer our customer relationships;
  • provide our customers with the products and services they request;
  • unless you tell us otherwise, provide information on products and services offered by RaboDirect and entities associated with RaboDirect, including by telephone and by email communication; and
  • comply with our legal obligations.

We may also use personal information for:

  • assisting customers with their queries;
  • monitoring, evaluating and developing our products and services;
  • detecting and preventing fraud and loss; and
  • prudential, statistical and research purposes.

Depending on the product or service we provide to you, we may disclose your personal information to:

  • other RAG entities;
  • brokers, agents and intermediaries who refer your business to us;
  • auditors of our business;
  • a person acting on your behalf, including your financial adviser, solicitor, accountant, executor, trustee, guardian or attorney;
  • our professional advisers, including lawyers and accountants;
  • government authorities and regulatory bodies, if required or authorised to do so; and
  • external outsource service providers (see below).

These organisations are bound to use the information only for the agreed tasks and keep that information confidential.

4. RaboDirect marketing and how to opt-out

We may use personal information we collect about you to let you know about products and services offered by RaboDirect and entities associated with RaboDirect including by post, telephone, email and other electronic communications.

However, if you don't want to be contacted about these products and services, you can let us know by contacting the Privacy Officer (see below for contact details – section 9). We will process your request as soon as practicable.

5. What information does RaboDirect collect when you browse our website?

When you visit our websites, we collect information about browsing behaviour, browser capabilities and preferences, e.g. pages viewed and browser type  such as Chrome or Safari.

We use web analytics packages and our content management system to enable us analyse information, learn about our visitors and to measure the performance of our websites and website content.

We use some third party service providers to enable social media features on our websites such as sharing, sending and commenting on content.


A cookie is a small text file, which is stored on your computer in order to recognise your computer at recurring visits.

The cookie may transmit information via your browser with a purpose of authenticating or identifying the computer or the user. Cookies may contain information such as user preferences, but would not get access to your personal information. When a server receives a request from a computer which stores a cookie, the server is able to use the information stored in the cookie in combination with the information stored on the server.

A cookie cannot identify you as an individual, cannot read your hard drive or make your computer perform any action. Cookies allow our websites to 'remember' your preferences and provide you with a more customised browsing experience.

We use third party vendors to display advertisements on websites. These vendors may use cookies to serve advertisements based on a user's prior visits to our websites. We also use cookies to track delivery of advertisements and understand which have been displayed to a particular user.

Some cookies enable the visitors to our websites to use social media features, like sharing, sending, commenting on or recommending pages to others.

You can choose to change the settings on your browser to turn off cookies, however this may mean that some of the functionality of our website will not be available to you.


We may disclose your personal information to third party service providers when we outsource certain tasks and operations, including mailing, printing, direct marketing and information technology services.

Where we disclose personal information to an external outsource provider, we enter into contracts with confidentiality arrangements in place, so that these providers meet our privacy standards in protecting your personal information, comply with the Privacy Act and use or disclose personal information only for the specific service we ask them to perform or the product/service we ask them to provide.

Disclosure of personal information to overseas recipients

RaboDirect may disclose personal information to overseas recipients, including to its parent entity Rabobank whose head office in the Netherlands. This information is provided for the purposes of consolidated reporting of the Rabobank Group, the effective administration and management of facilities and their respective parties and for marketing. Rabobank may disclose personal information to government or regulatory bodies (including in the Netherlands and the European Union) which have authority over any members of the Rabobank Group.

RaboDirect also discloses personal information to entities located overseas which provide services required for us with storage and hosting purposes and also to supply products and services to our customers. Countries to which your personal information may be disclosed are the Netherlands, Belgium, Luxembourg, Singapore, USA, New Zealand and Canada.


Our websites may, from time to time, contain links to the websites of other organisations. These links are provided 'as is' and we do not take responsibility for materials and content available on such websites. Linked websites are responsible for their own privacy practices and are governed by their own conditions of use and you should check those websites for further information.

6. How do I access and correct my personal information?

All requests, queries and correspondence with us regarding privacy matters may be addressed to the Privacy Officer, (see below for contact details – section 9)

Under the Privacy Act, you have a right to request access to your personal information and to request its correction. In certain circumstances, we are not required to give you access to your personal information including where:

  • giving access would have an unreasonable impact on the privacy of other individuals;
  • we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual or to public health or public safety;
  • the information is subject to a legitimate claim of legal professional privilege by us in respect of existing or anticipated legal proceedings between you and us;
  • giving access would reveal evaluative information generated by us in connection with a commercially sensitive decision making process; and
  • the request for access is frivolous or vexatious.

We will give you access to the information in the manner requested, if it is reasonable and practicable to do so, having regard to:

  • the volume of information requested;
  • the nature of the information requested; and
  • any special needs of the individual requesting the information.

We may charge you for giving you access to the requested personal information.

If you request us to correct personal information we hold about you, we will take such steps (if any) as are reasonable to ensure that, having regard to the purpose for which it is held, the information is accurate, up to date, complete, relevant and not misleading.

If we correct personal information that we previously disclosed to another entity and you request that we notify the other entity of the correction, we will take such steps (if any) as are reasonable in the circumstances to give that notification unless it is impracticable or unlawful to do so.

7. If you have a concern or complaint

If you have a concern or complaint about the privacy of your personal information held by us, you may contact our Privacy Officer (see below for contact details - section 9).

We will give you written acknowledgement of your complaint within 7 days after receiving it, setting out how we will respond to it. We will investigate and respond to your complaint within 4 weeks. If we fail to resolve the complaint to your satisfaction, you may contact the Australian Financial Complaints Authority by telephone on 1800 931 678, or the Office of the Australian Information Commissioner (OAIC), as follows:

8. Changes to this Policy

We will review this Privacy Policy on a regular basis. Any change to this Policy will be made by updating this document and publishing it on our website.

9. RaboDirect Privacy Officer – contact details

You can contact our Privacy Officer: