Privacy Policy.

Last updated: January 2026

DEBTSET (trading as Lumo Finance) (“we”, “us”, “our”) is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth).

This Privacy Policy outlines how we collect, use, hold, and disclose personal information as part of providing finance and credit assistance services.

What information do we collect and how do we use it?

We collect personal information when we assist you with your finance or credit needs. This may include:

  • Personal details such as your name, date of birth, address, and contact information

  • Identification documents

  • Financial information (income, assets, liabilities, bank statements)

  • Credit-related information

  • Sensitive information (including health information), where relevant and permitted

  • Information you voluntarily disclose about any vulnerabilities or special circumstances

We use this information to assess, advise on, and assist with your credit needs. We only disclose your information to the lenders, insurers, service providers, or other parties you choose to engage with (and their representatives).

We may also use your information to:

  • Provide requested product or service information

  • Manage our ongoing relationship with you (e.g. administration, invoicing, client communications)

  • Conduct client surveys or service reviews

  • Improve our internal processes and service quality

Communications may be sent by mail, phone, or electronic means unless you tell us otherwise.

Marketing communications

From time to time, we may notify you about promotions, new services, special offers, events, or articles that we believe may be relevant to you. These communications may be sent electronically or by post.

You may opt out of receiving marketing communications at any time by contacting us, and we will promptly update your preferences.

What if you don’t provide the information we request?

If you do not provide complete or accurate information, we may be unable to properly assess your situation or assist you with your credit or finance needs.

How do we hold and protect your information?

We take reasonable steps to ensure the personal information we hold is accurate, up to date, complete, and secure.

Your information is stored:

  • In secure electronic databases

  • In physical files stored securely within our office premises

We use appropriate safeguards including access controls, encryption, and secure storage to protect your information from misuse, loss, unauthorised access, modification, or disclosure.

We retain personal information only for as long as necessary to fulfil the purpose for which it was collected or to comply with legal, regulatory, and professional record-keeping requirements.

Will we disclose your information to anyone?

We do not sell, rent, or trade your personal information.

We may disclose your information to:

  • Our credit licensee for compliance, supervision, and administrative purposes

  • Lenders, insurers, valuers, and other service providers involved in your application

  • Contractors or service providers who assist us (e.g. IT, document handling, communications)

  • Other entities in the event of a business sale, merger, or reorganisation

Where disclosure occurs, we take reasonable steps to ensure recipients handle your information in a manner consistent with this Privacy Policy.

We may also disclose information where required or permitted by law.

Overseas disclosures

Some recipients of your personal information may be located overseas. While it is not practicable to list every country, this may include countries such as the Philippines, India, and Nepal.

By engaging our services, you consent to the disclosure of your personal information to overseas recipients where required for service delivery.

Accessing and correcting your information

You may request access to the personal information we hold about you, or request corrections if you believe it is inaccurate, incomplete, or out of date.

Requests should be made in writing to:

Daniel Perkins
Privacy Officer
P: 0401 447 299
E: hello@lumofinance.com.au

We do not charge a fee for:

  • Making a request to access your information

  • Correcting your personal information

Your consent

By asking us to assist with your credit or finance needs, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy.

Complaints and dispute resolution

Internal Dispute Resolution (IDR)

If you have a concern or complaint about how we handle your personal information, please contact us so we can address it promptly.

Complaints Officer
Daniel Perkins
P: 0401 447 299
E: hello@lumofinance.com.au

Please provide as much detail as possible to help us investigate and resolve your complaint efficiently. Complaints may be lodged in writing, by phone, or electronically.

We are committed to resolving complaints fairly and promptly.

Compliments and Concerns

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an update on your complaint

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:

Online:    www.afca.org.au
Email:      info@afca.org.au
Phone:    1800 931 678 (free call)
Mail:        Australian Financial Complaints Authority
               GPO Box 3, Melbourne VIC 3001

 

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.