Nexxa is committed to conducting its activities in a fair, reasonable and compliant manner and in accordance with the Debt Collection Guidelines outlined in ASIC Regulatory Guide 96.
Queensland Commercial Agents License:
Nexxa Portfolio Management Pty Ltd
License Number: 3457829
Nexxa is a Member of The Institute of Mercantile Agents
Nexxa is a Member of the Queensland Chamber of Commerce
Nexxa also follows the Australian Collectors and Debt Buyers Association Code of Conduct
Nexxa holds itself to a high standard and ensures that its activities are conducted in accordance with the below Guidelines and Acts:
- AS ISO 10002-2006 – Guidelines for complaints handling in organisations
- Competition and Consumer Act 2010 (Cth)
- Competition and Consumer Regulations 2010 (Cth)
- Fair Trading Act 1989 (Qld)
- National Consumer Credit Protection Act 2009 (Cth)
- National Consumer Credit Protection Regulations 2010 (Cth)
- Privacy Act 1988 and the Australian Privacy Principles (APPs) (Cth)
- Debt Collection Guidelines (ASIC RG96)
Nexxa Portfolio Management prides itself on providing realistic solutions to customers and their representatives.
If customers have questions regarding their account or a process, we encourage them to contact us so we can assist them with their concerns.
However, in the event a customer is not satisfied, Nexxa has established an Internal Dispute Resolution (IDR) process to allow for disputes to be thoroughly investigated.
Our IDR Process has been designed to align with ASIC Regulatory Guide 165, and aims to allow customers to resolve their concerns in a fair, reasonable, and equitable manner.
We aim to have disputes resolved as soon as possible. Our experienced dispute resolution staff will always have disputes resolved in 45 days (21 days if it relates to hardship) of receipt, however we generally aim to have all disputes resolved within 10 days.
If there is any delay in resolving a dispute, we will provide an update on progress to ensure customers remain informed.
Nexxa Portfolio Management allows their customers who are experiencing financial hardship the opportunity to enter into a minimal payment arrangement or vary their contract so that they can continue to meet their credit obligations, in accordance with section 72 of the National Credit Code.
Our expertly trained Customer Service Officers are trained to listen, are empathetic, and are solutions focused. We are committed to working with our customers to reach realistic and sustainable outcomes, and we encourage our customers to contact us.
If you are facing financial difficulties that prevent you from repaying your debt, there are a number of options that may be available to you. You can contact us on 1300 736 306 or by completing our online form.
Protecting your personal information is important to us. We are committed to protecting your privacy in accordance with the terms of the Privacy Act 1988 (as amended) (the Act) and the Australian Privacy Principles (APP).
|Information||Purpose of collection and disclosure of personal information and how we protect that personal information|
Date of birth
Financial and credit information
Credit commencement and expiry dates
Credit terms and conditions
Repayment history information (RHI)
Payment default information
Serious credit infringement information, court proceeding information and publicly available information
Collected for identification, including locating and contacting you. This information is collected either directly from you, as authorised by you, as is required for our reasonable business purposes, or in accordance with the law.
We collect your personal information directly from you. Where it is unreasonable or impractical to collect the information directly from you we may collect that information from other persons that we deal with.
When your personal information is provided to us by other people including family, friends, colleagues or clients, and where it is reasonable to assume you would not already know or expect us to have the information, we will take reasonable steps to inform you that we have received your personal information.
|Unsolicited or sensitive information||We may sometimes collect sensitive information. Sensitive information is only collected if the information is reasonably necessary for the purpose of performing our functions and activities. When we collect sensitive information we will collect it directly from you or with your consent unless we are otherwise entitled to do so.|
|Anonymity or pseudonymity||We will preserve your anonymity or pseudonymity where practical and in accordance with the law.|
|Quality of personal information||We will take all reasonable steps to maintain accurate and complete personal information. You may access your information and request that your information is corrected by contacting us as outlined below.|
|Overseas Disclosure of information||We generally do not disclose personal information overseas.|
|Direct Marketing||We will not use and/or disclose personal information for any direct marketing purpose.|
|Government related identifiers||Unless you otherwise authorise us, we will not collect and/or disclose government related identifiers with the exception of your driver’s licence information which is collected in order to accurately identify you.|
SECURITY OF INFORMATION
We have appointed specialist service providers for our business such as lawyers, document destruction contractors and external information technology contractors. These service providers are authorised to use personal information maintained by our business only to provide the contracted services. Our service providers are required to treat that information in the strictest confidence in accordance with confidentiality provisions in our agreements with the service providers and otherwise in accordance with the law.
Website Access and Use
Cookies may be used by us to collect information including IP addresses about people from our website. There are many aspects of the site which can be viewed without providing personal information; however for access to further customer support features you are required to submit personally identifiable information. Cookies allow us to determine who has seen particular pages on our website and how frequently. This can help us to identify your preferences and allow us to recommend content we believe you’d be most interested in or would be most relevant to you.
For each visitor to reach the site, we expressly collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the site, page access times, and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are at this site.
From time to time we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use data collected from the time of the policy change for these new purposes only.
Access to and correction of your personal information
You can request access to and correction of your personal information that we hold by contacting us by way of the following methods:
- By email to [email protected]
- At our website https://nexxa.com.au using the contact us facilities
- By mail to The Compliance Department, GPO Box 7030 Brisbane QLD 4001
- By telephone on 1300 736 306
We will endeavour to provide you with the copies of the personal information you require or to correct your personal information within a reasonable time following receipt by us of your request.
If a fee will apply to supply of the information, or we are permitted by law to withhold certain information, or we are unable to correct your personal information, we will advise you as soon as reasonably possible following receipt of your request for that information or correction.
Destruction of Information
We will destroy personal information upon your request. You can contact us on 1300 736 306 or by accessing our website https://nexxa.com.au The exception to this is if the personal information is required in order to fulfil the reasonable purposes of our business or the information is required to be maintained and/or stored in accordance with the law.
If you have concerns about how we manage your personal information you may contact our Internal Dispute Resolution (‘IDR’) team on 1300 736 306 or use our email facility on the website. We will provide you with an acknowledgement upon receipt of your complaint and seek to resolve it within 30 days.
In the event you are not satisfied with the resolution provided, you may escalate your complaint to the Information Commissioner using the OAIC website http://oaic.gov.au or phone 1300 363 992.