We take our responsibility to protect your privacy very seriously. We apply strict security and privacy controls to the way we handle your personal information.
We take your privacy very seriously and are committed to ensuring the protection of your personal information, no matter where you are located. Bankwest collects and handles your personal information in accordance with its legal obligations, including those under the Privacy Act 1988 (Cth).
Bankwest is a division of the Commonwealth Bank of Australia (CBA) which has subsidiaries (the CommBank Group) that provide or distribute banking, finance, insurance, funds management, financial planning and advice, superannuation, stockbroking, and other services.
This Statement describes how your personal information and credit information is collected and handled by Bankwest. CBA has a separate but consistent privacy statement which can be viewed at commbank.com.au/privacy.
We collect your personal information directly from you most of the time, however on occasion, we may also collect information about you from other people and organisations.
We collect personal information when you:
While we are required to collect some types of personal information to meet our legal obligations, we do attempt to keep our collection of your personal information to what is necessary to offer you the products and services you require. Depending on those products and services, or your interactions with us, we may collect the following types of personal information:
Personal and contact details
This may include your name, address, email address, phone number, and date of birth.
Australian Government related identifiers and identity documents
These may include your:
Foreign government identifiers and identity documents
This may include foreign government identity documents and identifiers such as:
This may include:
See Credit Reporting (Your credit information, Section 4) for the types of credit information that we collect.
This includes information about transactions that you have made using our products and services. For example, your credit card transactions or ATM (Automatic Teller Machine) withdrawals.
This may include your marital status, age, gender, number of dependents, occupation, and nationality, for example when you apply for a home loan.
This includes details of your interactions with us, such as when you visit a branch, call us, use our online services (such as Bankwest Online Banking and the App), make an enquiry, provide feedback, or make a complaint.
We collect information from you electronically when you use our online services (such as Bankwest Online Banking and the App). This includes information such as:
This includes information that we generate about how you use our products and services. For example, if you use our banking services, we may generate information about your spending patterns so we can help you manage your money.
On occasion, we monitor and record our calls with you. We will let you know if we are doing this.
For the safety of our staff and customers, we use camera surveillance, such as CCTV, to monitor Bankwest premises.
On occasion, we collect and handle sensitive information. This may include:
Information about your personal circumstances
On occasion, we may ask you to provide information about your personal circumstances so we can support you during any financial difficulties. This may include:
Publicly available information
On occasion, we may collect and handle information that is in the public domain, such as from:
We’re careful about how we use your information to deliver our products and services. We also use your information for other reasons, such as to better understand you, your needs, and to let you know about other products and services you might be interested in.
Here is a list of the ways we may use your personal information.
Serving you as a customer
We use your information to deliver our products and services including to:
Improving our business
We use your information to improve the products and services we provide through activities such as:
Managing our operations
We use your information to manage our operations including to:
Managing security, risk, and crime prevention
We use your information to:
To comply with our legal obligations
Where required, we use your personal information to comply with the law, including our regulatory obligations, including to:
Managing our business
We use your information to run our business in an efficient and proper way. This includes managing our financial position, business capability and planning, testing systems and processes, as well as managing communications, corporate governance, and audit.
Performing analytics activities
Sometimes we combine information we have about you and our other customers, for example transaction information, with data from other sources, such as third party websites or the Australian Bureau of Statistics. We use this information to:
Sales or acquisitions
We may also use your personal information to support any changes to the ownership of products or services or the make-up of the CommBank Group. For example, we may:
When we do this, we may share your personal information with other members of the CommBank Group or other parties involved, where appropriate.
We may also collect, use, and share your information for other reasons where the law allows or requires us to.
From time to time, we may also use your personal information to tell you about products and services we think may be of interest to you, but we will stop if you tell us to do so.
We may contact you by various means, including by mail, telephone, email, SMS, or other electronic means, such as though social media or targeted advertising through the Bankwest website or through our online banking services.
If you do not want to receive direct marketing offers from us, you can opt out by contacting us using the details in We’re here to help Section 6a.
We may share your information with third parties for the reasons mentioned in How do we use your information? (Collection, use and sharing, Section 2b) or where the law otherwise allows or requires us to.
The types of third parties are listed below.
Other members of the CommBank Group
We may share your information between members of the CommBank Group. This helps us offer you a high-quality customer experience. You can read about how CommBank Group members may use your information in How do we use your information? (Collection, use and sharing, Section 2b)
Authorised Third Parties
We may share information with third parties where you have authorised us to do so or where we are legally required. They include:
Third Parties that can verify your information
This includes organisations that can verify information that you have supplied when applying for a product or service, or making a claim, including:
Our Service Partners
We may share your information with our service partners, external service providers and other organisations that help us to supply products and services. These include:
Strategic Referral Partners
We may share your information, with external parties with whom Bankwest and CommBank Group have entered into strategic alliance or referral arrangements to enable you to inquire about the services and products they offer.
A product refers to any offering of features and benefits to a customer. This may include products that allow a customer to:
Other financial services organisations
We may collect and share your information with other banks, third party payment providers, superannuation funds and financial services providers to provide you services, for example to process your transactions, facilitate payment reversals and provide refunds.
Government and law enforcement agencies
We may share your information with regulatory bodies, government agencies and law enforcement bodies to comply with our legislative or regulatory obligations in any of the jurisdictions where Bankwest or the CommBank Group operates.
Sometimes, we may send your information overseas, including to:
If we do this, we make sure there are appropriate privacy, data handling and security arrangements in place to protect your information.
Our staff are trained in how to keep your information safe and secure. We use secure systems and buildings to hold your information.
We store your hard copy or electronic records in secure buildings and systems or using trusted third parties. We use a range of physical, electronic, and other security measures to protect the security, confidentiality, and integrity of the personal information we hold about you.
We aim to keep personal information only for as long we need it – for example for business or legal reasons. When we no longer need information, we take reasonable steps to destroy or de-identify it.
We collect credit information about you when you apply or use our credit related products or services. We may also collect credit information about you from credit reporting bodies (such as Equifax).
Credit information is personal information that is about credit that has been provided to you or that you have applied for. This includes credit for personal purposes and credit in connection with a business. It can also cover information about you as a guarantor of a loan or as an insured party under a credit related insurance policy.
We collect credit information directly from you or your representative when you apply for a credit related product or service, like a credit card. We also collect credit information about you from third parties, including credit reporting bodies (such as Equifax) or other credit providers (such as another bank).
The types of credit information we collect, and handle are set out below.
This includes your name (including any aliases), gender, date of birth, driver licence number, current and most recent past addresses, as well as current and most recent past employers.
This is information about any accounts that you currently have open or may have had in the past. It includes the type of account, the open and/or close date, as well as the credit limit.
This includes a history of your repayments, including whether you have made payments when due, and if not, when overdue payments have been made.
This includes information about agreed financial hardship arrangements that you may have with us or our credit providers, both temporary and permanent. Financial hardship information will be recorded with the repayment history information.
Details of any defaults or serious credit infringements.
Public record information such as:
Information about your credit worthiness such as credit scores, credit risk ratings, summaries, and evaluations.
When you apply to us for credit or propose to be a guarantor, we need to know if you’re able to meet repayments under your agreement with us. We also want to avoid giving you further credit if this would put you in financial difficulty.
We use credit information to:
We keep your credit information with your other information. In some cases, we may need to share some of your information with organisations outside Australia (see Collection, use and sharing, Section 2c).
It is important that we hold accurate credit information about you. To access or correct your credit information, please contact us (see We’re here to help, Section 6a).
You can also contact us to make an enquiry or complaint about the collection and handling of your credit information. You can find out more information about credit reporting here
If you apply for credit, or offer to act as a guarantor, we may collect or share your information with a credit reporting body. This information is used to determine your eligibility for credit.
Credit reporting bodies include this information in their reports to help other creditor providers to assess your credit worthiness (such as when you apply for a credit card or a loan).
We can also ask credit reporting bodies to give us your overall credit score and may use credit information from credit reporting bodies together with other information to arrive at our own assessment of your ability to manage credit.
Direct Marketing: Credit providers like us can ask credit reporting bodies to use your credit information to pre-screen you for direct marketing purposes. You can contact the credit reporting bodies if you want to stop your credit information being used for this purpose.
Preventing identity fraud: If you think you have been, or could be, a victim of fraud — for example, if someone else may be using your name to apply for credit — you can ask the credit reporting body not to use or give anyone your credit information.
We collect from, and share information with, the following credit reporting bodies. For more information about how they handle credit reporting information they hold about you, or about direct marketing or identify fraud, you can contact the below.
You can contact us and ask to view your information. For more detailed information, we may ask you to fill out a request form. If your information isn’t correct or needs updating, let us know straight away.
You can ask us for a copy of your information, like your transaction history, by visiting a branch, going online (such as Bankwest online banking), or calling us (see We’re here to help, Section 6a). To get a copy of credit information we have about you, you can visit a branch or call us.
If you would like more detailed information, please contact our Customer Care team (see We’re here to help, Section 6a).
There is no fee to ask for your information, but sometimes we might charge a fee to cover the time we spend gathering the information you want. If there’s a fee, we’ll let you know how much it is likely to be, so you can choose if you want to go ahead.
We try to make your information available within 30 days after you ask us for it.
In some cases, we can refuse access or only give you access to certain information. For example, we might not let you see information that involves other people. If we do this, we will write to you explaining our decision.
It’s important that we have your correct details, such as your current home address, email address and phone number. You can check or update your information at any branch, via your online services (such Bankwest online banking) or by calling us (see We’re here to help, Section 6a).
If you think your personal or credit information is incorrect, contact us to investigate the issue (see We’re here to help, Section 6a).
We’ll try to respond to your request within 30 days. If we can’t, we’ll let you know why it’s taking longer.
If we don’t think the information needs correcting, we’ll write to let you know why. You can ask us to include a statement with the information that says you believe it’s inaccurate, incomplete, misleading, or out of date.
If you need more information, want to access, or update your personal information or if you have a privacy concern – help is just a phone call or a few clicks away.
13 70 00 – 6am - 8am AWST Monday to Friday, 6am - 2:30pm AWST on Saturday
In the Bankwest App, just tap 'Ask us' in the menu to start a secure conversation.
If you have a concern or complaint about how we have handled your personal information (including credit information), let us know and we’ll try to fix it. We try to get things right the first time - but if we don’t, we’ll do our best to sort it out. If you’re not satisfied with how we respond to your complaint about how we have handled your personal information, there are other things you can do.
To make a complaint, contact one of our staff or customer service team, or Register a complaint. We’ll look into the issue and try to resolve it straight away.
If you’ve raised your concern with one of our staff and are not satisfied, you can contact our Customer Care team:
Bankwest Customer Care team
1800 650 111 anytime
+61 8 9449 2840 from overseas (international charges apply) anytime
1300 259 233
Write to us: Manager, Bankwest Customer Care, GPO Box E237, Perth WA 6001
Find out more about how to Register a complaint
If you’re not satisfied with our response after you’ve been through our internal complaints process, you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider.
AFCA provides consumers and small businesses with fair, free, and independent dispute resolution for financial complaints.
You can also contact the Office of the Australian Information Commissioner if your complaint is about your privacy or how we handled your credit information.
Mail: Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001
Statement updated: 03 April 2023
During our relationship with you, we may tell you more about how we collect and handle your information – for example, when you fill in an application form or receive product terms and conditions. You should always read these documents carefully.
Sometimes we update our Privacy Statement, and you can always find the most up-to-date version on our website.