Privacy Policy

Last updated: 30 April 2026

1. About us

Billie Loans Pty Ltd (ACN 679 740 973) provides financial products and services to customers in Australia. References to "we", "us", "our" or "Billie" mean Billie Loans Pty Ltd. References to "you" or "your" mean an individual whose personal information we collect, hold, use or disclose.

This Privacy Policy explains how we manage personal information. It should be read together with any collection notice or consent shown to you when you apply for or use a Billie product or service.

2. What personal information do we collect?

The kinds of personal information we collect and hold depend on how you interact with us and which products or services you use.

Category	Examples
Personal & contact	Name, address, email, phone number, date of birth
Government identifiers	Driver licence, Medicare card, passport, citizenship or birth certificate details
Financial & transaction	Bank account details, income, expenses, transactions, statement information
Product usage	How you use our products, budgeting tools, mobile apps, website and support channels
Digital	Device identifiers, IP address, device type, browser data, app activity, page visits, referral information, cookies and standard logs
Personal circumstances	Information relevant to hardship, vulnerability or support requests, which may include sensitive information where needed and with consent where required
Interactions	Messages, complaints, feedback, support records and preferences
AI-assisted interactions	Chat messages, prompts, conversation history, conversation summaries, application context, AI-generated outputs and related service logs

We may also create aggregated or de-identified insights to understand and improve our products, services, risk controls and customer experience. We take steps so those insights do not reasonably identify individuals.

3. How we collect personal information

We collect personal information directly from you when you visit our website, create an account, use our services, use our apps or budgeting tools, apply for a Billie loan, chat with Billie, contact us, make a complaint, request hardship support, register for updates, or interact with our blog or other content.

We may also collect information from third parties where this is reasonably necessary for our functions or required for legal, fraud prevention, identity verification or service delivery purposes. These third parties may include identity verification providers, bank statement or data providers, document issuers, official record holders, government bodies, your authorised representatives, or other service providers.

If you do not provide information we request, we may not be able to assess your application, verify your identity, provide a product or service, respond to your request, or meet our legal obligations.

4. Why we collect, use and disclose it

We collect, hold, use and disclose personal information to provide and manage our products and services, including to:

• verify your identity and meet anti-money laundering and counter-terrorism financing obligations
• assess your eligibility and affordability for a Billie loan
• provide, administer and manage your loan or account
• provide customer support, hardship assistance and complaint handling
• send service messages, technical alerts, reminders and important notices
• protect against fraud, misuse, security incidents and unauthorised activity
• operate, troubleshoot, analyse and improve our website, apps, budgeting tools and services
• comply with legal and regulatory obligations
• send marketing about Billie products and services where permitted by law
• use approved third-party tools and service providers, including OpenAI and other AI service providers, to help deliver and improve our services

Billie does not currently obtain your credit report or credit score, and we do not make credit enquiries with a credit reporting body to assess your application.

We use LAB Group/LabVerify and other identity verification services to verify identity. Identity verification may include credit-header checks using Equifax data, Document Verification Service checks, or checks against official record sources. These checks are used for identity verification, fraud prevention and legal compliance purposes. They are not credit checks and are not used to assess your creditworthiness.

5. AI-assisted services

Billie uses approved AI service providers, including OpenAI, to operate customer chat, summarise conversations, identify information needed for an application, support identity, eligibility and affordability workflows, draft customer communications, assist staff and improve service operation.

Information processed by AI services may include your chat messages, conversation history, conversation summaries, application number, loan amount, loan term, loan purpose, identity and eligibility information, bank statement-derived financial information, notices from our internal systems, AI-generated outputs, technical metadata and related service logs. We only send information that we consider reasonably necessary for these purposes.

AI-generated outputs may be information or opinions about you and can be used to support application processing and customer service. We take reasonable steps to maintain appropriate oversight, accuracy controls and correction processes where information is used in making or supporting decisions.

We do not authorise AI service providers to use your personal information for their own marketing. Where available and appropriate, we use provider settings and contractual commitments designed to limit provider use of customer content, and we manage AI providers through our supplier controls.

We may retain AI prompts, responses, summaries and related operational logs for security, audit, troubleshooting, quality assurance, compliance and record-keeping purposes. These records are protected under our security controls and retained only for as long as needed for those purposes or as required by law.

6. Who we share it with

We may disclose personal information for the purposes described in this Privacy Policy, in a collection notice, with your consent, or where otherwise permitted or required by law. Recipients may include:

• our employees, contractors and authorised representatives who need the information to perform their roles
• identity verification providers, including LAB Group/LabVerify and, where relevant, Equifax or official record sources used for identity verification
• bank statement, data aggregation and payment-related service providers
• cloud hosting, security, analytics, communications, document management, OpenAI and other approved AI service providers
• Professional advisers (lawyers, accountants, auditors)
• your authorised representatives, such as agents or people acting on your behalf
• parties involved in a sale, merger, restructure or transfer of all or part of our business or assets
• Government agencies and regulators, as required by law

We do not sell your personal information. We do not share it with third parties for their own marketing purposes unless you have explicitly opted in.

7. Direct marketing

We may use your personal information to contact you about Billie products and services that may be relevant to you, where permitted by law. You can opt out at any time by using the unsubscribe option where available or by contacting us at billie+privacy@billie.loans.

8. Cookies and analytics

We use cookies and similar technologies on our website and services to support security, fraud prevention, troubleshooting, analytics, usability and service improvement. These technologies may collect digital information such as IP address, device information, browser details, page visits and interaction data.

You can adjust your browser settings to disable some cookies, although essential security, fraud prevention or service functionality may not work properly if you do.

9. Overseas disclosure

Some of our technology, analytics, communications, AI and other service providers may store or process information outside Australia. Countries where recipients are likely to be located may include the United States. When we disclose personal information overseas, we take reasonable steps to ensure the recipient handles the information in accordance with the Australian Privacy Principles or otherwise as permitted by law.

10. How we hold and protect information

We hold personal information electronically and may store it with trusted third-party service providers. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps include access controls, encryption, secure systems, staff confidentiality requirements and secure destruction or de-identification when information is no longer required, subject to legal retention obligations.

11. Access and correction

You may request access to the personal information we hold about you or ask us to correct information you believe is inaccurate, incomplete, out of date, irrelevant or misleading. To protect your privacy, we may need to verify your identity before responding.

In some cases, we may be unable to provide access or make a correction for reasons permitted by law. If this happens, we will explain why and tell you how you can complain.

12. Privacy complaints

If you believe we have not handled your personal information in accordance with the Privacy Act, the Australian Privacy Principles or this Privacy Policy, you can contact us using the details below. We will investigate your complaint and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

13. Referral program

Billie may offer a referral program from time to time. If you choose to refer someone, you are responsible for making sure you have permission to contact them. We will use referral information only to send or administer the referral and will not send ongoing marketing unless the referred person chooses to sign up and, where required, consents.

14. Links to other websites

Our website, apps or services may include links to third-party websites. We are not responsible for the content or privacy practices of those websites. You should review their privacy policies before using them.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be available on this page.