Privacy policy

Who we are

Smart Remit is an Australian-owned and operated fintech company that offers cross-border money remittance services. Through our digital platform—accessible via mobile app and website—we help individuals send money quickly, securely, and efficiently across international borders. Protecting your privacy is a priority for us, and we are dedicated to securing the personal information you provide.

This Privacy Policy outlines how we collect, store, process, and disclose your personal data, as well as your rights in relation to your information. It is designed to align with the Privacy Act 1988 (Cth) and other relevant Australian laws. If you have any questions about how your personal information is handled, or if you would like to exercise your rights under this policy, you can reach out to us at any time.

Information we collect

Smart Remit collects personal and sensitive information necessary to provide you with our remittance services and ensure compliance with legal and regulatory obligations, including anti-money laundering (AML) and counter-terrorism financing (CTF) laws.

Information you provide to us directly

Your personal information is collected when you willingly submit it during:

Creating an account or signing up for our services
Sending money or initiating a transaction
Participating in promotional programs, surveys, or referral schemes
Submitting a customer support request or general feedback

This may include:

Your full name, date of birth, residential and mailing address
Email address and phone number
Identification documents (for example, passport, driver’s licence)
Nationality and occupation
Credit or debit card number, bank account details, and other financial data

Information about your beneficiaries and recipients

To complete your transactions, we may collect certain third-party personal information from you, such as:

Beneficiary’s or recipient’s full name, address, contact number, email address, date of birth, and nationality
Beneficiary's bank account number or payment details (if applicable)

You are responsible for obtaining any necessary consent from your beneficiary or recipient before providing their personal information to us.

Information we obtain from third parties

In compliance with legal standards, we may access your personal data through credible third-party sources like:

Identity verification service providers
Credit reporting agencies
Sanctions screening and anti-fraud platforms
Public databases and electronic authentication services
Financial institutions and service partners

This information helps us verify your identity, prevent fraud, and comply with our regulatory obligations.

Information we collect automatically

When you interact with our services (including our website and mobile applications), we automatically collect technical and usage information, such as:

Your IP address, browser details, type of device, operating system, and configuration settings
Pages visited, clickstream data, and session timestamps
Referring websites or search engines
Performance diagnostics and crash logs

We may also combine this information with other personal data we hold to improve our fraud detection systems, analytics, user experience, and marketing efforts.

Communication records

We may record or retain copies of all communications between you and our customer service team, including:

Telephone conversations
Emails and online chat transcripts
Postal correspondence and feedback submissions

These records are maintained for training, dispute resolution, quality assurance, and legal compliance purposes.

How we use your information

The information we collect is used for:

Service provision: To process your transactions, manage your account, and verify your identity.
Customer support: To assist you with inquiries, resolve issues, and offer customer service.
Compliance with legal obligations: To comply with AML/CTF regulations and other legal requirements.
Improvement and customisation: To enhance your user experience by personalising our services and offering features based on your preferences.
Security and fraud prevention: To detect, prevent, and manage fraud or any other unauthorised activity.

How we share your information

In some situations, we may share your personal information with:

Third-party service providers: We work with trusted partners, including payment processors, customer service agents, and technical support teams, who assist us in delivering our services.
Regulatory bodies: We may be required to disclose your information to government authorities or regulators in accordance with applicable laws, such as those relating to financial crime prevention, anti-money laundering, or reporting requirements.
Legal compliance: If required by law or as part of an investigation into fraudulent activities, we may disclose your information to legal authorities.

Whenever we share your data, we ensure that those third parties maintain appropriate safeguards to protect your information.

International transfers of your data

Given the global nature of our business, your personal information may be transferred to, and processed in, countries outside of Australia. This may occur when we work with international partners or provide services that involve overseas financial transactions.

We ensure that data transfers are conducted in a manner that complies with Australian privacy laws and that adequate protection is in place for your information.

How we protect your information

We take the security of your personal information seriously and employ industry-standard measures to protect your data from unauthorised access, loss, or misuse. These measures include:

Encryption: Sensitive information, such as financial details, is encrypted during transmission.
Access restrictions: Your personal information is accessible only to personnel who are authorised and require it to perform their duties.
Regular audits: We regularly review our security practices to ensure compliance with best practices and industry standards.

Smart Remit also implements physical, technical, and administrative controls, including 256-bit SSL encryption for online transmissions, digital archiving, restricted physical access, periodic penetration testing, staff training, and redundant secure storage.

Your rights and choices

Your rights concerning your personal data include:

Access: You may request access to the personal data we retain about you.
Correction: You can request corrections if the information we hold is inaccurate or incomplete.
Deletion: You can request deletion of your personal data in certain situations.
Objection: You may object to processing, especially for direct marketing.
Withdrawal of consent: Where processing is consent-based, you may withdraw consent at any time.
Data portability: You can request transfer of your data in a structured, commonly used format where applicable.
Complaint: You may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

How to make a complaint

We take your privacy seriously and are committed to resolving any concerns you may have about the way we handle your personal information.

If you believe we have not handled your personal data in accordance with applicable privacy laws, we encourage you to contact us first so we can work towards resolving the issue directly.

How to lodge a complaint

Please direct your complaint to:

Dispute Resolution Officer
Smart Remit Pty Ltd
Suite 34, 6 Meridian Place
Bella Vista, NSW 2153
Australia
Website: https://www.smartremit.com.au

You can submit your complaint via email, mail, or phone. In some cases, especially if the matter is complex, we may ask that you provide your complaint in writing.

Once we receive your complaint:

We will acknowledge receipt and refer it to our Internal Dispute Resolution (IDR) team.
Our team will investigate and aim to provide a response within 30 days.
If the issue is more complex and cannot be resolved within that timeframe, we will keep you informed in writing and explain the delay.

Escalating your complaint

If you are not satisfied with our response or do not receive one within 30 days, you may escalate the matter to the OAIC. The OAIC handles privacy complaints under the Privacy Act 1988 and typically requires you to attempt resolution with us first.

You can contact the OAIC via:

Website: https://www.oaic.gov.au
Phone: 1300 363 992
From outside Australia: +61 2 9284 9749, or write to OAIC, GPO Box 2999, Canberra, ACT 2601
Email: enquiries@oaic.gov.au

We are committed to working with you and the relevant authorities to resolve any concerns as quickly and fairly as possible.

Accessing and updating your personal information

We respect your right to access the personal information we hold about you and to request corrections if that information is inaccurate, incomplete, or outdated.

How to request access

You may obtain access to your personal data by submitting a written request to our Privacy Officer. We accept written requests through post, email, or in person:

Privacy Officer
Smart Remit Pty Ltd
Suite 34, 6 Meridian Place
Bella Vista, NSW 2153
Australia
Email: business@smartremit.com.au
(Please indicate “Privacy Request” in the subject line.)

All access requests must be made in writing. We aim to provide access within 14 days, or within a reasonable timeframe depending on the nature of the request. If access is denied, we will provide a written explanation outlining the legal basis for the refusal.

Identification requirements

To protect your privacy and authenticate your identity, we may require a certified copy of primary photo ID (such as a passport or driver’s licence) when requesting access to or corrections of your personal information. Address proof may also be requested.

Correcting your personal information

If you believe the personal information we hold about you is incorrect, incomplete, or outdated, you may request a correction. We will take reasonable steps to rectify the information and keep it accurate, provided we have verified your identity.

No fees are charged for submitting a request or correcting information. However, in rare cases where fulfilling your request requires extensive resources, a minimal processing fee may apply. We will inform you of any related costs beforehand.

Data retention and security practices

Data retention

We retain personal data for the period required to comply with legal and regulatory obligations under the AML/CTF framework and the Privacy Act 1988. This includes retaining identity verification data and transaction records for a minimum of seven (7) years. When personal information is no longer legally required, we will securely destroy, delete, or anonymise the data in accordance with applicable laws.

Preventing unauthorised disclosure

Your privacy and trust are critical to us. You will never be asked to provide sensitive information through insecure or unauthorised means. Please protect your personal data by:

Never sharing private information via email, phone, or fax with anyone claiming to represent Smart Remit unless you are certain of their identity.
Remembering that you will not be asked for sensitive account or ID details via unsolicited messages.
Contacting us immediately using official details on our website if you receive suspicious messages claiming to be from us.

Responding to a data breach

Despite strong security protocols, no system is entirely immune from breaches. If there is an incident involving the loss or unauthorised disclosure of personal information, Smart Remit will respond swiftly and transparently.

In the event of a data breach:

We will investigate and take steps to prevent further unauthorised access.
An internal assessment will evaluate the type of information compromised, potential harm, and severity.
If necessary, we will notify affected individuals directly.
Where criminal activity is suspected, we will escalate to relevant law enforcement or cybersecurity agencies.
We will notify the OAIC where required under the Privacy Act 1988.

Cookies and tracking technologies

Cookies and other tracking technologies are used to enhance your experience on our website and mobile applications. These technologies help us analyse website traffic, customise preferences, and improve functionality. Cookies can be managed or disabled through your browser settings; disabling cookies may disrupt some features. See our Cookies Policy for details.

Third-party websites

Our website and app may contain links to third-party websites or services that are not controlled by Smart Remit. We are not accountable for the content or privacy practices of those external sites. We encourage you to read their privacy policies before providing personal data.

Changes to this privacy policy

This Privacy Policy may be updated occasionally to reflect modifications in our practices, legal obligations, or technology. We will notify you of substantial changes by posting the updated policy on our website and showing a new effective date.

Contact us

For any inquiries or concerns about this Privacy Policy or how we process your personal information, contact us at:

Smart Remit
Email: business@smartremit.com.au
Phone: +61 2 7813 622
Website: https://www.smartremit.com.au
Address: 770 George Street, Haymarket, Sydney, Australia 2000