Childcare Finance policies

To contact us for more information or if you have any concerns or complaints about this policy or about our use of personal information or other privacy issues, please contact Childcare Finance at [email protected]. You may also write to us at PO Box 137375 Parnell Auckland 1151.

Childcare Finance is a trading name and division of Fifo Capital New Zealand Limited. Fifo Capital has been funding New Zealand businesses since 2005.

Anti-spam policy

In the context of electronic messaging, spam refers to unsolicited, bulk, or indiscriminate messages, typically sent for commercial purposes. “Electronic messaging” covers emails, instant messaging, SMS and other mobile phone messaging, but does not cover normal voice-to-voice communication by telephone.

What is spam?

An electronic message may constitute spam if it:

  • is commercial in nature, i.e. it could be construed as offering a commercial transaction, such as goods or services for sale, or merely directing the recipient to a location where a commercial transaction could take place – is sent without the prior consent of the recipient;
  • fails to include accurate information about the sender; and
  • does not include a functional unsubscribe facility.

Childcare Finance will take all necessary and reasonable steps required under relevant current Spam legislation to ensure that any commercial electronic messages sent to you do not constitute spam.

Consent

Childcare Finance will take reasonable steps to ensure that it has obtained your express consent prior to sending you electronic commercial messages about Childcare Finance products and services. Express consent may come in various ways, including subscribing to our mailing list, filing in a form, ticking a consent box to receive advertising or messages on our website, or consenting over the phone. Where it is impracticable to obtain your consent before sending electronic commercial message to you, we may infer that you have consented to receiving electronic commercial message. Inferred consent can occur:

  • via an existing business or other relationship with Childcare Finance, and where there is reasonable expectation of receiving commercial electronic messages; or
  • via conspicuous publication of a work-related electronic address; and
  • it is accessible to the public, or a section of the public
  • the subject of the message is directly related to the role or function of the recipient; and
  • the address is not accompanied by a statement saying no commercial messages are wanted.

Identification

Any commercial electronic message sent by Childcare Finance will include a clear and accurate identification information about Childcare Finance, the sender of the message and how we can be contacted. Childcare Finance will take reasonable steps to ensure that the identification information about Childcare Finance is accurate for a period of 30 days after the day on which you receive the electronic commercial message.

Unsubscribing Policy

Under Spam legislation, every commercial electronic message must contain a functional and legitimate ‘unsubscribe’ facility. This is an electronic address the recipient can use to tell the sender they do not wish to receive messages.

Childcare Finance will take reasonable steps to ensure that

  • all commercial electronic messages sent by us will include a functional way for the message’s recipient to indicate that they wish to unsubscribe from any future messages;
  • our unsubscribe links in any electric commercial message remain functional for at least 30 days after the original commercial electronic message was sent;
  • it allows the unsubscribe message to be sent to whoever authorised the sending of the message;
  • the unsubscribe instructions are presented in a clear and conspicuous way;
  • a request to unsubscribe is honoured within five-working days;
  • unsubscribing is at low or no cost, to the recipient; and
  • If you receive a message from Childcare Finance that is not in accordance with the above, contact us and the matter will be promptly investigated and resolved.

Childcare Finance Unsubscribe Process

The e-Marketing systems Childcare Finance uses for electronic communication allow recipients the option to automatically unsubscribe from any electronic commercial message.

All manual unsubscribe requests go through the Group Office Manager (as a secondary person). The necessary details for unsubscribing from any electronic commercial message sent by Childcare Finance are as follows:

  • SMS: Subject Line: ‘Unsubscribe’
  • Mail: Subject Line: ‘Remove’
  • Post To: The relevant office as listed on the email
  • Email: Subject Line: ‘Remove’
  • Fax: Subject Line: ‘Remove’

Childcare Finance Marketing

Queries that are made with Childcare Finance through our marketing channels are gathered and kept confidentially. Childcare Finance may use some of this information to market its current and new products to customers. All marketing sent by Childcare Finance allows the recipient to opt out (unsubscribe) at no cost. If the recipient chooses to exercise that right, they will be removed from any further marketing communication from Childcare Finance. Childcare Finance will not use electronic address harvesting software, or lists which have been generated using software, for the purposes of sending unsolicited commercial electronic messages.

Code of conduct policy

Principals and staff will assure that the relationships with Clients, Prospective Clients, Associates, Affiliates, Referral Sources, and others are based upon confidentiality, integrity, professionalism, responsiveness, respect, and fair dealings.

Principals and staff will not in any of its dealings with Clients, Prospective Clients, Associates, Affiliates, Referral Sources, or others do anything to undermine, harm, diminish or slander the reputation, competency, or integrity of a Client, Prospective Client, Associate, Affiliate, Referral Source, or other.

It is policy that every person has a right to contract on equal terms and receive fair and equal treatment without discrimination based upon age, race, religion, gender identity, sexual preference, marital status, socioeconomic status, place of origin, ethnic origin, citizenship, creed, or physical or mental disability.

Childcare Finance will not tolerate sexual harassment in the workplace.

Principals and staff will assure that they abide by these policies.

Complaint’s procedure policy

At Childcare Finance , we do not like complaints and do everything in our power to avoid them. However, we recognise that sometimes they are a fact of life, and they allow us an opportunity to better our client services. So please, if you feel aggrieved, let us know.

We aim to perform our services with the best care, skill and integrity based on the needs you have advised to us. We always treat clients fairly however we recognise that occasionally things can go wrong. This guide describes our process for dealing with any service issues or complaints.

If you have any complaint in respect of the service Childcare Finance has provided to you, we want to hear about it so that we can investigate your concerns. Similarly, if you have positive suggestions about how we can improve our service, please let us know.

How to make a complaint

Step One

Contact us by telephone, email or in writing to explain your problem. They will endeavour to resolve your complaint immediately and reach a resolution together with you.

Nearly all service issues and complaints are quickly resolved in this way.

Our contact details to submit your complaint are phone 0800 777-559; email [email protected]; post PO Box 137375 Parnell Auckland 1151. Please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

Step Two

If we are not able to resolve your complaint locally within 5 business days, it will be referred to Managing Director for an internal review.

Alternatively, you can contact the Managing Director on 0800 777-559 or you can email details of your complaint to [email protected] addressing the email to the Managing Director. Again, please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

The Managing Director will acknowledge receipt of your complaint (you may be asked to complete a Complaint Form) and will endeavour to provide you with a decision or proposal for resolution within 20 business days. (Please note that often this response is provided within 5 business days however, if your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of progress.)

Step Three

Sometimes it is not possible to resolve a complaint by agreement. If you are not satisfied with our final response, then you may seek legal advice or refer the matter to Financial Services Complaints Limited (FSCL), to independently review your complaint (subject to their terms of reference). There is no cost for you to ask FSCL to independently investigate your complaint however you must contact FSCL within 2 months from the date of our final response otherwise they will be unable to assist. FSCL can be contacted by email [email protected] or by calling 0800 347 257. Full details on the FSCL scheme can be obtained on their website www.fscl.org.nz. Please note before FSCL can investigate your complaint, they do require you to have first provided us with the opportunity to address your complaint.

Cookie policy

Information about our use of cookies

Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our site. By continuing to browse our site, you are agreeing to our use of cookies.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

Fair dealing policy

Under the Financial Markets Conduct Act 2013 (Act) and the Regulations under the Act, Childcare Finance is required to have in place a fair dealing policy. This document is Childcare Finance fair dealing policy.

Summary of Fair Dealing Policy

Childcare Finance has in place specific processes and procedures for the purpose of verifying the identity of the Client, and for assessing the creditworthiness of the Client.

For a person to apply as a Client, that person must:

  • provide to Childcare Finance all information which Childcare Finance requires, as set out in the application process on the Childcare Finance website at www.childcarefinance.co.nz;
  • be otherwise acceptable to Childcare Finance at Childcare Finance absolute discretion.

Childcare Finance reserves the right at any time to:

  • not accept and take-on any person as a Client;
  • restrict the activities of any Client except when prohibited according to the executed Deed of Trust,
  • where Childcare Finance believes or has cause to believe that the relevant person or Client has, in relation to the Childcare Finance service or application process or otherwise:
    • engaged in conduct that is misleading or deceptive or likely to mislead or deceive;
    • made a false or misleading representation in contravention of section 22 of the Act;
    • made an unsubstantiated representation in contravention of section 23 of the Act; or
    • has otherwise been in breach of any of the terms under which Childcare Finance provides any service or access to its website at http://www. childcarefinance.co.nz.

Application of the Fair Dealing Policy

Childcare Finance implements its fair dealing policy with a combination of automated and manual checks. During the automated approval process some process rules can pick up anomalies and inconsistencies in information provided and can decline the Client.

Childcare Finance customer service and collections staff are trained to identify deceptive and misleading conduct and report it to Childcare Finance management for investigation and possible reporting to the relevant authorities.

Marketing communications policy

When you create an account with Childcare Finance we automatically subscribe you to our email marketing communications.

We do this because these emails often contain useful information on our business arrangement and may assist you if you have questions about how Childcare Finance operates.

If you do not want to receive these emails, click the unsubscribe link at the bottom of the email.

If you unsubscribe from our marketing emails you will still receive emails related to your Childcare Finance business relationship, but not marketing orientated.

Report a phishing scam policy

A phishing scam is an email, call or text from someone pretending to be us. They’ll try to get your personal information (like your credit card details). They may trick you into paying for something that seems legitimate, sell you a service, or ask for your donation to a fictitious charity.

If you’ve received any communication from us that you think is suspicious, please let us know immediately.

We can confirm if it’s legitimate or a scam. The sooner we know about it, the faster we can act to protect you and everyone else.

How to spot a phishing scam

  • We’ll only send you an email if you’ve contacted us first, or you’ve signed up to receive email notifications and reminders from us.
  • Genuine emails from us come from @childcarefinance.co.nz or [email protected]
  • Scam email addresses will look similar, but won’t be correct (scam examples include childcarefinance.co, childcarefinance.com, childcarefinance.qovt.nz, childcarefinance.nz).
  • The email, phone call or text may be threatening.
  • It might be asking for payments. For example, when we email you to say a loan application is approved, the message may ask you for payment – we will not ask for any payment.
  • It might include buttons that are malicious and will take you to a fake website. Do not click on these buttons.

If you think you’ve received something suspicious

  • Don’t click on any buttons or links in the email. Call us.
  • Don’t give out your personal details, driver licence details or payment details.
  • Don’t reply to the email.
  • Send or tell us about the email by phoning us to report the phishing scam, then permanently delete it.
  • Check that your device is protected by anti-virus and anti-spyware.

If we confirm we think the communication is a scam, you can also report it to your local police or Netsafe.

If you’ve provided your personal details

If you’ve provided your credit card or banking details, contact your bank immediately and ask them to stop the suspicious payments. You may also need to request a new credit/debit card. Cancelling the card will stop anyone from being able to use it.

Privacy Disclosure Statement

Overview

We collect personal information about you for the purposes you agree to in this Privacy Disclosure and Consent.  When you sign below, you agree we can, consistently with New Zealand’s privacy and credit reporting laws, collect, use and disclose personal information about you for those purposes.

Privacy Disclosure Statement

We collect personal information about you:

  • to determine whether we should provide a facility which includes the provision of commercial credit to you and, if we decide to provide it, to assist in the provision of the facility. This includes the assessment of the application, managing the account, deciding whether we will accept an offer to purchase a debt, recovering money and dealing with security you give; or
  • to determine whether we should provide a facility which includes the provision of commercial credit to a company with which you are associated (for example as a director or shareholder) and to assist in the provision of the facility. If a guarantee may be given we are collecting the personal information to determine whether we should accept it and, when it is given, we collect the personal information to deal with or enforce our rights under the guarantee and any security which may be given to secure it.

The main consequence for you if all or some of the personal information is not collected by us is that we may be unable to process your (or the company’s) application, we may decide not to provide a facility or we may decide not to accept an offer to purchase a debt.

We may collect personal information about you from someone other than you.  The personal information could be collected from the company we have provided or may provide a facility to, CRBs, brokers and other introducers, and public registers.

We usually disclose personal information to a CRB; government authorities and others as required or authorised by law; your broker or other introducer; our and your legal, financial and other adviser or representative; persons (such as mailing houses, mercantile agents, archivers, valuers and call centre operators) who provide a service to us; insurers and underwriters; financiers and parties to a securitisation arrangement; a potential or existing guarantor; a person who owes a debt which we have purchased (or have a security interest in) in connection with a facility we provide and that person’s advisers; and a body corporate which is related to us.  One entity included in the definition of “we” may disclose personal information to another entity included in that definition.  Generally we do not disclose personal information to a person overseas although we may do so in some circumstances, such as if a related body corporate, guarantor or debtor is overseas.

Notifications

Our privacy policy is available at www.childcarefinance.co.nz/privacy.  If you request a copy in a particular form (for example, in hard copy) we will, free of charge, take reasonable steps to give you a copy in that form.

The privacy policy includes our policy about the management of credit information and credit eligibility information.  It contains information about how you may access the credit eligibility information about you that we hold; how you may seek the correction of credit information or credit eligibility information about you that we hold; how you may complain about our failure to comply with Act; and how we will deal with such a complaint.  It also specifies whether we are likely to disclose credit information or credit eligibility information to entities that do not have a New Zealand link and, if relevant and practicable, the countries in which those entities are likely to be located.

The privacy policy includes information about credit reporting, including the CRBs to which we are likely to disclose your credit information, and a statement of notifiable matters.  The key issues contained in that statement are the way a CRB can use the credit information; the disclosure which we can make to the CRB; how you can obtain our policy about the management of credit-related personal information and the CRB’s policy about the management of credit-related personal information; your right to access information from us, to request that we correct information and make a complaint to us; your right to request CRBs not to use their credit reporting information for the purposes of pre-screening of direct marketing; and your right to request the CRB not to use or disclose credit reporting information about you if you believe, on reasonable grounds, that you have been, or are likely to be, a victim of fraud.

Consent

By filling in an online forma and giving us your information you consent to:

  • us receiving, using and disclosing your personal information as outlined in this form and our privacy policy subject to local Government legislation;
  • a CRB disclosing any credit reporting information, other than repayment history information and credit reporting information which is derived from repayment history information, to us, at our request, for a commercial credit related purpose;
  • us collecting your personal information from someone other than you;
  • us, if we have provided credit to you or you have applied to us for credit, disclosing credit eligibility information to a person for the purpose of that person considering whether to offer to act as a guarantor in relation to the credit or to offer property as security for the credit;
  • us disclosing credit eligibility information about you to a person who is a guarantor in relation to credit provided by us to you or has provided property as security for that credit;
  • us disclosing personal information about you to another credit provider so long as the information is either not about your activities in relation to consumer credit or is credit reporting information. You also consent to us obtaining information of that type from another credit provider.  The disclosure or obtaining must be for the purpose of assessing an application made by a person for commercial credit;
  • you consent to us or any organisation we authorise using or disclosing information (other than sensitive information) about you for the purpose of direct marketing. The Act imposes restrictions on that use and you will, in particular, have an opt-out right; and
  • us sending electronic messages to you. If you are not the person to whom we provide commercial credit you also consent, on behalf of that person, to us sending electronic messages to that person.

If you provide personal information to us about any other individual you will ensure that all legal requirements for that provision have been satisfied. 

Your consents and obligations continue until we have agreed to you revoking them.

Contact details

We can be contacted by email to [email protected] or by letter posted to, Level 1, 86 Parnell Road, Auckland 1151 (attention Privacy Contact Officer, Childcare Finance ). Phone 0800 Morals. 0800 667-257.

Definitions

“CRB” means credit reporting body.

“Childcare Finance” and “New Zealand Childcare Finance” means Fifo Capital New Zealand Limited. Childcare Finance is a trading name of Fifo Capital New Zealand Limited.

“We”, “us” and “our” means all and any one or more of Fifo Capital New Zealand Limited.

“You” means each person who signs below.  Words which are defined in Government legislation relative to privacy disclosure have the same meaning in this form.

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