» Over 184,000 members
» Over 15,000 employers
» Over $3.4 billion in funds
Privacy
The Trustee for LUCRF Super understands the importance of looking after the privacy of its members’ and takes every care in protecting it.
This policy has been prepared to explain why LUCRF needs your personal information, how it is used and how we protect it.
The Privacy Act 1988 (Cth) as amended regulates, through a set of requirements known as the National Privacy Principles, the way the Fund and its service providers collect, store, use and disclose information in its possession and how the information is made known to others. The National Privacy Principles as embedded in the Act forms part of our policies and procedures in managing participation in the Fund.
Information collected by LUCRF
LUCRF collects personal information lawfully and by fair means from members or their employers to manage their account and to keep members informed about their benefits and opportunities.
Information we collect about you includes your name, address (residential address is compulsory) and other contact details, including telephone numbers, email address, date of birth, financial institutions and banks, beneficiaries, employment, and your tax file number.
If you are self-employed or a sole trader we will also ask for your business address, full business name and Australian Business Number (ABN). LUCRF will also collect information necessary to make decisions concerning your eligibility to make a claim, calculating benefits or requests to access higher insurance arrangements.
Additional information may be collected from you, your medical practitioner or from your employer. LUCRF will only collect additional information after obtaining your consent. We only collect information that is relevant for these purposes.
Providing information to other organisations
LUCRF uses other external organisations in connection with administering your account that may have access to your personal information. Whenever your personal information is made available to other organisations the Trustee ensures it is kept secure, confidential, accessed only by authorised personnel and handled in accordance with the National Privacy Principles.
The types of organisations LUCRF provide your personal information to include:
• mailing companies that do our large volume distribution like annual statements
• archiving organisations that provide protected storage to maintain our documents
• agencies we use to provide data matching or enhancement
• any fund to which your benefit is to be transferred or rolled over to auditors
• regulators and legal advisors in regard to our legal and contractual obligations, and
• our insurer who provides insurance benefits to members.
As well, other relevant laws compel the Trustee to provide your personal information in specific circumstances to:
• the Australian Taxation Office (ATO)
• the Superannuation Complaints Tribunal (SCT)
• the Financial Ombudsman Service (FOS)
• the Australian Transaction Reports and Analysis Centre (AUSTRAC)
• an enforcement body or to comply with a court order
• your spouse (under requirements of the Family Law Act)
• the Department of Human Services
• the Australian Prudential Regulation Authority (APRA), and
• the Australian Securities and Investment Commission (ASIC).
Now and then the Trustee may commission research consultants to undertake random opinion surveys of Fund participants, only your name and contact information is provided for these purposes.
LUCRF keeps information secure
LUCRF Super is a self-administered fund and operates an administration system that contains records exclusively of LUCRF Super and LUCRF Pension members and employers – our database is not shared with an external administrator or with other outsourced superannuation funds.
Employees of the Trustee have varying degrees of access to information appropriate to the role of the individual and specific functions they are authorised to perform.
Access to LUCRF’s offices, system networks and administration platform are limited to only authorised staff who have been issued with individual security passes, unique system user identities with password access for protection to prevent unauthorised access, misuse, loss, modification or disclosure of personal information held by the Fund. LUCRF’s internal auditor and audit programme monitor the activities, functions and security of the Fund and its operation to its policies.
Direct Marketing
LUCRF does not engage in direct marketing however from time to time we may contact you about products or services that are available e.g. retirement planning seminars, newsletters or information about third party services.
If you do not wish to receive information of this type please:
contact us on 1300 130 780 or
email mypartner@lucrf.com.au or write to
PO Box 211, North Melbourne, Victoria, 3051
to be removed from our mailing list.
Visiting our web and internet access
LUCRF Super maintains a website address lucrf.com.au providing electronic access to Product Disclosure Statements, educational material, forms and general information about LUCRF; we collate statistical information about the areas of our site accessed and pages downloaded to understand the areas of most interest to site visitors.
Our website is cookie-free and we do not collect, store or track any personal information about you when browsing or accessing our website.
Participating employers and members of LUCRF can directly access their accounts online through our secure website portal and perform limited transactions or obtain account information. Access to this facility is protected through a user log-on identifier, a valid password and other security procedures. A history trail of online account access is maintained only for the purpose of validating and registering online services utilised and to determine the continuing activity of the account.
If you communicate to LUCRF by email we will record your email address and use this as a means to contact you but we will only use it for the purposes communicated in this Privacy Policy.
Monitoring Calls
Inbound and outbound calls to and from our Contact Centre will be recorded and stored by LUCRF for security and quality purposes. LUCRF has an obligation to inform you that your call will be recorded to allow you to choose whether you wish to participate or not.
LUCRF is required to obtain consent from you to collect sensitive information (including health information) in the course of monitoring.
Maintaining and accessing your personal information
You have the right to know what personal information LUCRF has about you and to request to correct information held by us if you believe it to be inaccurate or out of date. The Privacy Act gives some exceptions to the circumstances in which some or all of the information can be provided, consequently a request may be denied. If this applies we will explain this to you when you ask for your information.
To find out about how to obtain a copy of your personal information from LUCRF please contact us on 1300 130 780. We will ask you a series of questions to verify your identity when calling.
Information collected on a claim
Death – In the unfortunate event of a member’s death, the Trustee must determine to whom a death benefit shall be paid and may obtain personal information about each of the potential dependants and their financial position to assist them in their decision.
Disablement – When making a claim for Terminal Illness, Ill-health, Total and Permanent Disablement or Income Protection Benefits the Trustee may need or obtain medical reports or other personal information about the member’s health and working capacity.
Financial Hardship – To determine if early access to a benefit should be granted the Trustee amongst other requirements must be satisfied that the member is unable to meet reasonable and immediate family living expenses. When considering a claim for financial hardship the Trustee may obtain personal information about a member or their dependants.
Compassionate Payments – The Department of Human Services is responsible for determining early release of benefits based on compassionate grounds. When considering a claim for compassionate payments the Trustee may obtain personal information about a member.
Rollovers – To complete the transfer of funds from your previous super provider into your LUCRF Super account we will require certified personal information for claims over $1000.
Cash Payments – The Trustee will require certified personal information for payments over $1000 and for EFT payments (available only up to $20,000) we will also request your bank and account information.
Information collected for financial advice
LUCRF is authorised to provide personalised financial advice under our Australian Financial Services Licence (AFSL 258481). When providing personalised financial advice, the Trustee may request personal information including financial, deposit, insurance, investments, superannuation, pensions, and retirement savings accounts, depending upon the level of advice requested.
Making a complaint
If you believe your privacy rights have been breached please contact us:
In writing to:
The Privacy Officer, LUCRF Super, PO Box 211 North Melbourne Victoria, 3051
By telephone: 1300 130 780
By email: mypartner@lucrf.com.au
If you do not receive a response within 30 days or you are unsatisfied with the resolution of your complaint, you may lodge a complaint by calling the Privacy Enquiries Line on 1300 363 992.
If you would like more information about lodging a complaint or the Privacy Act, please visit the Office of the Australian Information Commissioner’s website http://www.oaic.gov.au/.
