Privacy Policy

Information We May Collect

Depending on the circumstances, ICAG may collect personal information including:

• Names, addresses and contact details (telephone numbers, email addresses)
• Date of birth and identity information
• ABN, ACN and business registration details
• Account, invoice and transaction information
• Payment history and financial circumstances
• Correspondence and communications
• Information about disputes, complaints or responses to ICAG correspondence
• Information about authorised representatives and their authority
• Supporting documents provided in connection with an account or enquiry
• Information about hardship or vulnerability where voluntarily provided

We ask that you do not provide information that is unrelated to the account or service. Where sensitive information is provided, ICAG will handle it with additional care.

How We Collect Information

ICAG may collect personal information:

• Directly from the individual or business concerned
• From creditors who refer accounts to ICAG for management or recovery
• From authorised representatives acting on behalf of an individual or business
• Through website forms and document uploads
• From publicly available sources, including ASIC, ABR and court records
• From credit reporting bodies, where authorised
• From skip-tracing or contact-verification services, where authorised

Where it is reasonably practicable, ICAG will collect personal information directly from the individual concerned.

Why We Collect and Use Information

ICAG collects and uses personal information for the following purposes:

• To identify individuals and businesses in connection with an account
• To manage, administer and pursue the recovery of outstanding accounts on behalf of creditors
• To communicate with individuals and businesses about accounts, including issuing demands and correspondence
• To assess account positions, review supporting information and determine appropriate next steps
• To refer information to creditors for verification, instructions or further action
• To consider and respond to disputes, complaints and hardship circumstances
• To prepare and refer matters for legal or other escalation pathways, where authorised
• To comply with legal and regulatory obligations
• To operate and improve the ICAG website and services

ICAG will only use personal information for the purpose for which it was collected, or for a directly related purpose, or where otherwise permitted by law.

Disclosure of Information

ICAG may disclose personal information to:

• Creditors who have referred an account to ICAG, for the purpose of verifying information, obtaining instructions or reporting on account status
• Legal practitioners, process servers and court-related service providers, where a matter is referred for legal action
• Credit reporting bodies, where authorised by the creditor and permitted by law
• Skip-tracing and contact-verification service providers
• Technology and software service providers who assist ICAG in operating its systems
• Regulators, law enforcement agencies and courts, where required or authorised by law
• Authorised representatives of the individual or business concerned, where authority has been established

ICAG does not sell personal information to third parties.

Website Forms and Documents

Information submitted through an ICAG website form will be used for the purpose described in that form, which may include identifying the respondent, assessing their position, reviewing supporting documents and determining the appropriate next step.

Relevant information and documents submitted through a website form may be shared with the creditor where necessary to review the account, verify the respondent's position or obtain further instructions. Do not upload passwords, complete card details, tax file numbers, medical records, family-violence documents or other sensitive information that is unrelated to the account.

Storage and Security

ICAG takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Security measures may include:

• Access controls and authentication requirements
• Secure storage systems and encrypted transmission
• Restricted access to personal information on a need-to-know basis
• Procedures for identifying and responding to data security incidents

No method of electronic storage or communication is completely secure. ICAG cannot guarantee the absolute security of information transmitted over the internet.

Service Providers and Overseas Processing

Some technology or service providers used by ICAG may process or store personal information outside Australia. ICAG will take reasonable steps to understand and manage the privacy and security arrangements applying to its service providers, including:

• Assessing whether overseas providers have adequate privacy protections in place
• Including appropriate privacy and security obligations in service agreements where practicable

By providing personal information to ICAG, you acknowledge that it may be processed or stored by service providers outside Australia in connection with the delivery of ICAG's services.