Privacy, disclosures and your rights
The legal side, set out plainly. How your information is handled, what documents you will receive, and what to do if something goes wrong.
Who you are dealing with
TruLend Financial Services (Credit Representative Number 564923) is authorised under Australian Credit Licence Number 389328, held by Connective Credit Services Pty Ltd.
TruLend Financial Services provides mortgage and finance broking services. We do not provide financial planning, taxation, legal or personal insurance advice.
Two privacy policies apply
Because TruLend operates as a credit representative, your information is handled under two policies that work together: TruLend's own statement below, and the privacy policy of our licensee, Connective Credit Services Pty Ltd. Please read both.
Connective Credit Services Pty Ltd — our licensee
TruLend Financial Services operates as a credit representative (number 564923) under Australian Credit Licence 389328, held by Connective Credit Services Pty Ltd. Because your application is submitted through Connective's systems, Connective's own privacy policy applies to your information alongside the statement below.
Connective's current privacy policy is included in full in the Credit Guide and Privacy Disclosure Statement you receive from us before we begin assisting you, together with the Privacy Consent you sign. If you would like a copy before then, ask and we will send you the current version — you are entitled to read it before you provide any information.
TruLend's privacy statement
What we collect
To provide credit assistance we collect personal and financial information including your name, contact details, date of birth, identification documents, employment and income details, assets, liabilities, living expenses and credit history. We collect it directly from you wherever possible.
Why we collect it
So we can understand your requirements and objectives, assess your financial situation, recommend credit products that are suitable and in your best interests, submit applications on your behalf, meet our legal obligations, and provide ongoing service including periodic reviews of your loan.
Who we share it with
Only where necessary to do what you have asked us to do: lenders and their mortgage insurers, our licensee and aggregator (Connective Credit Services Pty Ltd), credit reporting bodies, valuers, settlement agents and our professional advisers. We do not sell your information and we do not use it for unrelated purposes.
Credit reporting
With your written consent we may obtain a credit report about you from a credit reporting body. A record of that enquiry is retained on your credit file, and a pattern of many enquiries in a short period can affect how lenders view an application. Each credit reporting body publishes its own policy explaining how it handles your data.
Keeping it secure
We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification or disclosure, including secure electronic storage, encrypted cloud-based platforms and restricted access.
Where your information may go overseas
Some of the platforms and service providers we and our licensee rely on operate, or have staff located, outside Australia — currently including the Philippines, India and Nepal. Our website and the enquiry form on it are hosted by a provider whose servers are located in the United States, so anything you send us through the website is stored there before it reaches us. Where your information is disclosed to an overseas recipient, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.
Sensitive information
Occasionally, assisting you properly means we collect sensitive information — health information, or details of circumstances such as financial hardship, family violence or other vulnerability. We collect it only where it is relevant to what you have asked us to do, only with your consent, and we handle it with additional care.
Marketing, and how to stop it
From time to time we may use your contact details to send you updates, market information and newsletters. You can opt out at any time — reply to any message, use the unsubscribe link, or simply tell us — and we will stop. Opting out of marketing never affects the service you receive.
Access and correction
You may ask to see the personal information we hold about you and ask us to correct it if it is inaccurate, out of date or incomplete. There are limited grounds on which access can be refused; where that applies we will tell you why in writing. A reasonable charge may apply in some circumstances.
Documents you will receive
Credit Guide
Provided as soon as it is clear we will be assisting you with credit. It names our licensee, sets out our authorisations, explains how we are paid, and tells you what to do if you have a complaint.
Credit Proposal Disclosure Document
Provided before you proceed with a recommended loan. It sets out the credit we are proposing, the fees payable, and the commission we expect to receive.
Credit Quote
Where a fee is payable to us for credit assistance, you will receive and sign a written Credit Quote setting out that fee before we carry out the work. In most residential lending no fee applies and you will not receive one.
Privacy Consent
Sets out in full how your information will be collected, used and disclosed, and records your consent to a credit check.
Contacting our Privacy Officer
To ask for access to your information, to have it corrected, to opt out of marketing, or to make a privacy complaint, contact:
- Privacy Officer
MK in Wonderland Pty Ltd, trading as TruLend Financial Services - Email
info@trulend.com.au - Phone
0432 664 788
You can lodge a complaint by phone, in person or in writing. There is no charge for requesting access to your information or for asking us to correct it. We will acknowledge your complaint and tell you who is handling it.
If you are not satisfied with our response, you can escalate to our licensee's internal complaints process, and beyond that to the Australian Financial Complaints Authority (AFCA) — a free and independent external dispute resolution service. You may also complain to the Office of the Australian Information Commissioner (OAIC) about the handling of your personal information. Contact details for both are in your Credit Guide.
Best Interests Duty
When providing credit assistance to consumers — home loans and other regulated consumer credit under the National Consumer Credit Protection Act 2009 — mortgage brokers in Australia are legally required to act in the best interests of their clients and to prioritise clients' interests where a conflict exists. Business and commercial lending is regulated differently, and we will always tell you plainly when that is the case for what you are doing — the care and diligence we bring to your matter does not change.
If something goes wrong
Please tell us first — most things are resolved with a conversation. Contact Maureen on 0432 664 788 or maureen@trulend.com.au.
If you are not satisfied, there is a formal internal dispute resolution process through our licensee, Connective Credit Services Pty Ltd. Beyond that you may refer the matter to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service. AFCA's contact details and our licensee's membership number are set out in your Credit Guide.
Privacy complaints may also be referred to the Office of the Australian Information Commissioner (OAIC).
Last updated 31 August 2026. TruLend Financial Services is a trading name of MK in Wonderland Pty Ltd. Credit Representative Number 564923, authorised under Australian Credit Licence Number 389328 held by Connective Credit Services Pty Ltd.