Privacy policy

In this policy, "we" and "us" means EzBroker.

This policy covers the EzBroker website, bookings and enquiries made with us, and information handled in the EzBroker software used by brokerages. If you use a brokerage's web broker, that brokerage also handles your information under its own privacy policy. Contact the brokerage about its services, or contact us about information we hold.

For any privacy question or request, email contact@ezbroker.ai.

• Visiting the website. The website sets no cookies, stores nothing in your browser and runs no analytics or advertising code. The servers that deliver it receive the technical details every web request carries, such as your IP address and the page requested. Our Cookies and third parties page has more detail.
• Bookings and company access requests. When you book through Calendly, we receive your name, your email address, anything you add in the booking notes and your answers to any booking questions.
• Messages. When you email us, we receive your message and the details you include.
• The EzBroker software. The software holds brokerage staff account information, lender documents and enquiry information. An enquiry made through a brokerage's web broker can include names, contact details, income, employment, debts and loan requirements. Lender documents include public and broker-supplied rate cards and policies.

Please do not include identity documents, tax file numbers, health information or client financial records in a booking or an email to us.

We use information to arrange appointments, respond to enquiries, administer the service and provide product support.

Within the software, information is used to read lender documents, compare available options, produce indicative quotes and paperwork lists, and record enquiries for the brokerage to follow up. Conversations and the results the software produces can form part of these records.

You can make a general enquiry without identifying yourself where that is practical. We need contact details to arrange a meeting or reply to you personally, and if information we need is not provided, we may be unable to help with your request.

Bookings open on Calendly's own website, and Calendly handles them under its own privacy notice. Calendly sends appointment details to our Google Calendar so our team can arrange and prepare for your conversation.

When you use a brokerage's web broker, that brokerage receives the enquiry you submit. We also use hosting and AI providers to run the software, as described below. We may disclose information where the law requires or authorises it.

The EzBroker platform's servers and databases run on Amazon Web Services in Sydney. The software uses AI models from Anthropic and Voyage AI, which process requests outside Australia, so hosting in Sydney does not mean all information stays in Australia.

• Anthropic processes conversation and document content to write responses and read documents. This can include names, contact details and financial circumstances entered into a web broker, including details that are also saved as an enquiry.
• Voyage AI processes passages from lender documents and search queries to find relevant information. These can contain personal information if it is part of the text. Voyage AI does not necessarily receive the whole conversation.
• Calendly is based in the United States. Calendly and Google may process booking details outside Australia.

Each provider handles information under its own terms. We do not promise that information is anonymised before it reaches these providers, or that a provider deletes it straight away. Email contact@ezbroker.ai to ask about the arrangements that apply to your information.

Where you have agreed to it, we may email you about EzBroker products and services. Booking a demonstration does not sign you up to marketing emails, and appointment confirmations and replies to your enquiry are separate from them.

You can unsubscribe using the instructions in any marketing email, or by emailing contact@ezbroker.ai. We act on unsubscribe requests within five working days.

Connections to the platform are encrypted, the console cannot be reached until a user has signed in, our databases cannot be reached from the internet, and each brokerage runs on its own server and database. Our Trust and security page sets out these practices.

No way of sending or storing information is free from risk. If a data breach occurs, we will assess it and notify affected people and regulators where the law requires.

We keep information while we need it for the purpose it was collected for, subject to record-keeping duties and any legal hold. Our retention policy treats software sales enquiries and consumer finance enquiries differently.

• Sales enquiries and bookings. Our policy is to delete or de-identify an unsuccessful software sales enquiry, and its booking records, 12 months after our last meaningful two-way contact, unless an active opportunity justifies keeping it longer. Sending a marketing email does not restart that period.
• Marketing contacts. We keep minimal contact details while you remain subscribed, and review a contact after 24 months without meaningful engagement. We keep a limited record of consent and unsubscribe requests so we can respect your choice, and review the need for it each year.
• Brokerages that leave. Our policy is to disable access when a brokerage's service ends, allow an agreed 30-day export period, and remove ordinary operational copies within 90 days of the end of the service. Records needed for credit services, complaints, disputes or other legal obligations follow their own schedules.
• Logs and backups. Our target is to keep routine technical logs for 90 days, and for backups to expire within 90 days of information being deleted from our systems. Removal from backups is not immediate. Our policy is to restrict access to backup copies and to apply deletions again if a backup is restored.
• Consumer enquiries and AI providers. Consumer finance enquiries and recommendation records are not deleted under the sales enquiry schedule. Copies held by AI providers follow those providers' arrangements.

Contact us, or the brokerage concerned, to ask how long a particular record is kept.

Email contact@ezbroker.ai to ask for access to, or correction of, personal information we hold, or to ask us to delete it. Where you can, tell us which brokerage and records your request is about. Please do not send identity documents unless we ask for them through a suitable channel.

We may check your identity before we release or change information. We aim to acknowledge a request within five business days and to respond within 30 calendar days. If we need longer, we will tell you why and when to expect a response.

Record-keeping duties or other lawful grounds can limit deletion. If we cannot do everything you ask, we will explain why, where we are allowed to.

Email privacy complaints to contact@ezbroker.ai, saying what happened and the outcome you are looking for. We will review your complaint and respond within the targets above.

Where the Privacy Act 1988 applies, you may also be able to complain to the Office of the Australian Information Commissioner. Raise a complaint about a credit service with the brokerage named in that service's disclosures as well.

We will publish any changes to this policy on this page and update the date at the top.