Introduction
ILA Online ("we", "us", "our") (ABN 28 275 731 414) provides independent legal advice (ILA) certificates to mortgage borrowers and guarantors.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as our professional obligations as Australian legal practitioners. This policy sets out how we handle personal information that you provide to us through this website, by email, or during an ILA appointment.
By using this website or engaging our services you agree to the handling of your personal information as described in this policy.
Information we collect
The personal information we collect depends on how you interact with us. It typically includes:
- Identity information — your full name, date of birth, residential address and a current photo ID such as a driver's licence or passport.
- Contact information — email address, mobile number, and your state or territory.
- Loan and matter information — your loan offer or letter of variation, mortgage or guarantee documents, the identity of your broker, lender and (where relevant) the borrower you are guaranteeing.
- Financial information — limited information about the loan, security property and your financial circumstances as required to provide the advice.
- Appointment records — file notes, meeting recordings (where you consent), and the signed ILA certificate we issue.
- Technical information — IP address, device type, browser and basic analytics about how you use this website.
We collect this information directly from you wherever practicable. We may also receive information about you from your mortgage broker, lender, accountant, or family members who are party to the same transaction, where you have authorised them to share it.
How we use your information
We use personal information to:
- Verify your identity in accordance with our regulatory obligations.
- Provide the legal advice you have engaged us for, including reviewing your documents and issuing the ILA certificate.
- Communicate with you, your broker and your lender to complete the matter.
- Manage our client relationship, including billing, records of advice and follow-up support until settlement.
- Improve our website and services, including through anonymised analytics.
- Comply with our legal, regulatory and professional obligations, including our obligations to retain client files for the period required by law.
We will not use your personal information for direct marketing without your consent, and you can withdraw consent at any time by emailing us.
Disclosure to third parties
We do not sell your personal information. We may disclose it to:
- Your broker and lender, for the purpose of completing your loan settlement (this is usually the reason you have engaged us).
- Our professional indemnity insurer and, if necessary, our own legal advisers.
- Service providers who help us operate our practice — including secure document storage, identity verification, video conferencing and email infrastructure providers — all of whom are required to handle your information in accordance with this policy and applicable law.
- A regulator, court or law enforcement agency where we are required or authorised by law to do so.
Some of our service providers may store information on servers located outside Australia. Where this occurs we take reasonable steps to ensure those providers handle information consistently with the Australian Privacy Principles.
Storage & security
We store client information in secure, access-controlled systems. We use encryption in transit and at rest, multi-factor authentication on staff accounts, and audit logging on file access.
We retain client files for the period required by our professional obligations and the applicable Legal Profession legislation in the relevant Australian state or territory (generally seven years from the close of the matter). After that period, files are securely destroyed or de-identified.
If a breach occurs. We have a written response plan and will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme where required.
Cookies & analytics
This website uses a small number of cookies and similar technologies to operate booking forms and to understand how the site is used in aggregate. We do not use cookies to build advertising profiles of you across other websites.
We use Microsoft Clarity, a product analytics service provided by Microsoft. Clarity uses cookies and similar technologies to record how visitors interact with the site — including pages viewed, clicks, scrolling and mouse movement — and combines this into anonymised session replays and heatmaps that help us improve the booking experience.
Clarity automatically masks the text you enter into forms — such as your name, contact details and any document information — so it is not captured in those recordings. We use these insights only in aggregate and not to identify you personally. Microsoft processes this data under its own terms; see the Microsoft Privacy Statement.
You can disable cookies in your browser settings. The site will continue to work, but the booking flow may be slower if you do so.
Your rights
You have the right to:
- Access the personal information we hold about you.
- Correct any information that is inaccurate, out of date or incomplete.
- Request a copy of your client file (subject to any exceptions permitted by law or professional rules).
- Withdraw consent to non-essential uses such as marketing communications.
- Complain about how we have handled your information (see below).
To exercise any of these rights, email hello@independentlegaladvice.com.au. We will respond within 30 days.
Complaints
If you believe we have mishandled your personal information, please contact us first so we can attempt to resolve the issue. We will acknowledge your complaint within 5 business days and provide a substantive response within 30 days.
If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. The current version will always be available at this page. Material changes will be notified to active clients by email.