Privacy Policy

Farmlands collects and manages personal information using a range of technology platforms and service providers that support our business operations. We use personal information to understand and respond to your needs, administer our products and services, improve customer experiences, and meet our legal and regulatory obligations.

We collect personal information when you interact with Farmlands, including when you:

• use our websites, mobile applications or online services;
• apply for or hold a Farmlands account or shareholder relationship;
• apply for credit or another financial product or service;
• purchase products or services from us;
• contact or engage with our customer support teams;
• visit our premises;
• participate in promotions, competitions, surveys or events; or
• otherwise communicate or interact with us.

When you apply for a Farmlands shareholder account, credit facility or other product or service, we may collect personal information directly from you or through authorised application and onboarding platforms. The information provided may include identity information, financial information, supporting documents, credit application information and other information reasonably required to assess and administer your application and any ongoing relationship with Farmlands.

This Privacy Policy applies to personal information we collect directly from you and personal information we obtain from other sources.

Our privacy commitments

When we collect or hold personal information about you:

• we will collect, use and disclose it only where permitted or required by law;
• we will take reasonable steps to tell you why we are collecting it and how it may be used or disclosed;
• we will take reasonable steps to protect it from loss, misuse and unauthorised access, use, modification or disclosure;
• you may ask whether we hold personal information about you and request access to that information;
• you may ask us to correct personal information that you believe is inaccurate or incomplete;
• you may opt out of marketing communications;
• you may ask questions about how we manage your personal information; and
• you may make a complaint if you are concerned about how we have handled your personal information.

Farmlands is committed to complying with the Privacy Act 2020 and applicable privacy codes. This Privacy Policy should be read with any additional privacy notice provided to you when we collect particular information and with the relevant Farmlands terms and conditions.

Definitions

In this Privacy Policy:

• Account means a Farmlands account used to purchase products or services or access other Farmlands benefits.
• Card Partner means a third party that accepts the Farmlands Card or participates in a Farmlands partner programme.
• Customer means a person who purchases, applies for, accesses or uses products or services from Farmlands, whether through our stores, a Farmlands Card or Account, our websites or another channel.
• Farmlands, we, our or us means Farmlands Co-operative Society Limited and any related Farmlands entity that provides products or services to you.
• Farmlands Websites means Farmlands’ website, Farmlands’ online shop and any other website, application or online service operated by or on behalf of Farmlands.
• Personal information means information about an identifiable individual. This may include a person’s name, contact details, identification information, financial information, account information, transaction information, photographs, biometric information, CCTV footage and recorded communications.
• Services means the products, services, facilities, benefits and online services that we provide or make available.
• You or your means the individual to whom the personal information relates.

The Farmlands Website Disclaimer also applies to use of our websites and online services.

Collecting your personal information

• Where practicable, we will collect personal information directly from you. We may collect it when you:
• complete an application or other form;
• create or use an online account;
• apply for or use an Account, Farmlands Card or credit facility;
• provide identification or supporting documents;
• communicate with us in person, by telephone, online or in writing;
• buy or return products or services;
• participate in a promotion, competition, event or survey;
• use our websites, applications, Wi-Fi or other digital services; or
• visit a Farmlands site or other location at which surveillance systems operate.

When we collect personal information directly from you, we will take reasonable steps to explain the purposes for which it is being collected and how it may be used or disclosed. We may provide this information through this Privacy Policy, an application form, a digital notice, terms and conditions or another privacy notice presented at the relevant point of collection.

If you do not provide information that we reasonably require, we may not be able to process your application, provide the relevant product or service, establish or administer your Account, or otherwise complete the relevant transaction.

Personal information we may collect

Depending on your relationship and interactions with Farmlands, we may collect:

• your name, date of birth and contact details;
• your residential, postal, delivery and billing addresses;
• customer, shareholder, Account, cardholder and membership information;
• identity information and copies or details of identification documents;
• financial information, including bank account information and information used to assess creditworthiness;
• credit application, credit account, repayment and default information;
• information about directors, trustees, guarantors, account signatories and authorised persons;
• transaction, purchase, product and service information;
• marketing preferences and communication history;
• information contained in applications and supporting documents;
• information required for identity verification, fraud prevention, sanctions screening and legal compliance;
• recordings of telephone calls or other communications;
• CCTV or other security footage;
• website, application, device and online activity information;
• information relating to a farm, property or business where that information is also information about an identifiable individual;
• biometric information, if and when Farmlands implements biometric processing; and
• other information reasonably required to provide products or services or administer your relationship with Farmlands.

Calls to the Farmlands Contact Centre may be recorded for training, quality assurance, dispute resolution, security and service improvement purposes. Where required, we will notify you that a call is being recorded.

Information collected through our websites and applications

When you access a Farmlands website, application or online service, we may collect:

• your device’s Internet Protocol address;
• your device type, operating system and browser;
• the date and time of your visit;
• the pages, products or services you viewed;
• your interactions with the website or application;
• purchases or other transactions made online;
• the website from which you arrived and the website you visit after leaving;
• information collected through cookies and similar technologies; and
• your Account, shareholder, cardholder or customer number where you provide it or sign in.

Where you sign in to an online service, we may associate your online activity with your customer or Account profile.

Indirect collection of personal information

In some circumstances, we may collect personal information about you from someone other than you. Sources may include:

• another applicant, director, trustee, guarantor, account signatory or authorised representative;
• suppliers and Card Partners;
• credit reporting agencies;
• identity verification, fraud prevention and screening providers;
• financial institutions and authorised financial information providers;
• government agencies, regulators and public registers;
• debt collection and recovery agencies;
• business and strategic partners;
• professional advisers;
• service providers and onboarding platforms; and
• publicly available sources.

Where required by law, we will take reasonable steps to notify you about the indirect collection, including:

• that we have collected the information;
• the circumstances in which it was collected;
• the purposes for which it was collected;
• the intended recipients;
• the name and address of the agency collecting and holding the information where required;
• whether the collection is authorised or required by law;
• the consequences, if any, if the information is not provided; and
• your rights to request access to and correction of the information.

We may provide that notification through this Privacy Policy, an application or onboarding process, a separate privacy notice or direct communication with you.

How we use your personal information

We may use personal information to:

• provide products and services to you;
• assess, process and administer applications;
• establish and administer your shareholder relationship, Account, Farmlands Card or other customer relationship;
• verify identity and the authenticity of information and documents;
• assess creditworthiness and manage credit risk;
• process transactions, payments, returns and refunds;
• deliver products or services;
• respond to requests, enquiries and complaints;
• manage partner programmes, benefits, discounts and offers;
• prevent, detect and investigate fraud, unlawful activity, security incidents and misuse;
• recover amounts owing to Farmlands;
• provide customer support and improve customer service;
• understand how customers use our products, services, websites and applications;
• develop and improve our products, services, systems and customer experience;
• undertake research, analysis, reporting and forecasting;
• protect Farmlands’ people, customers, systems, property and business;
• comply with legal, regulatory, accounting, tax, audit and reporting obligations;
• establish, exercise or defend legal rights or claims;
• contact you about important service, product, Account or safety matters; and
• send you marketing communications where permitted by law and consistent with your communication preferences.

We will not treat the creation of an online account or customer profile as consent to receive marketing communications where separate marketing consent is required.

Who we may share personal information with

We may disclose personal information to:

• Farmlands employees, officers and contractors who require access to perform their duties;
• related Farmlands entities where reasonably necessary to provide products or services or administer your relationship with Farmlands;
• technology, cloud hosting, e-commerce, customer management, analytics, communication and payment service providers;
• application, onboarding and identity verification platforms;
• fraud prevention, screening and security providers;
• financial institutions, payment processors and authorised open banking providers;
• delivery, logistics and fulfilment providers;
• professional advisers, auditors, insurers and credit insurers;
• debt collection agencies, recovery agents and solicitors;
• regulators, law enforcement agencies, courts and government agencies where required or permitted by law;
• credit reporting agencies, as described below;
• Card Partners, National Partners, strategic partners, joint venture entities and other suppliers or business partners engaged by Farmlands from time to time, where reasonably necessary to administer partner programmes, member benefits, discounts, offers, products or services associated with your relationship with Farmlands; and
• any other person or organisation authorised by you or otherwise permitted by law.

We will seek to limit the information disclosed to what is reasonably necessary for the relevant purpose.

Some services may be governed by both this Privacy Policy and the service provider’s own privacy policy. Where you interact directly with a third-party platform or authorise it to collect information, you should also review that provider’s applicable privacy terms.

Application and onboarding platforms

We may collect, store and process personal information through third-party application, onboarding, identity verification and customer management platforms used to administer:

• shareholder applications;
• Account and card applications;
• credit applications;
• guarantor and authorised person information;
• identity and document verification;
• customer due diligence; and
• related customer and application services.

Information processed through these platforms may include identification documents, financial information, supporting records, application information and personal information about applicants, directors, trustees, guarantors, cardholders, signatories and authorised persons.

These platforms may process information on Farmlands’ behalf. If the provider also collects information for its own purposes, its own privacy policy may apply to that collection.

Identity verification, fraud prevention and legal compliance

We may collect, use and disclose personal information to identity verification providers, fraud prevention providers and other service providers engaged by Farmlands from time to time to:

• verify your identity;
• assess the authenticity of information and documents;
• undertake customer due diligence;
• prevent, identify and investigate fraud or other unlawful activity;
• manage security and access to Accounts, services and premises;
• satisfy applicable sanctions, screening and risk requirements;
• comply with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 and other applicable laws; and
• administer our products, services and customer relationships.

These providers may access, collect, use, store and process personal information for those purposes.

Creditworthiness assessments and financial information sharing

Where you apply for consumer credit or another credit facility, we may collect, use and disclose personal information to:

• assess your application and creditworthiness;
• assess affordability and suitability where applicable;
• verify income, expenses, assets, liabilities and financial circumstances;
• administer the application and any resulting credit relationship;
• manage ongoing credit risk; and
• comply with the Credit Contracts and Consumer Finance Act 2003 and other applicable laws.

This may include information obtained through authorised third-party providers that facilitate identity verification, financial information sharing, open banking or credit assessment services.

Where you choose to use an open banking or financial information sharing service, information may be obtained from your financial institution with your authorisation and provided to Farmlands for the specified assessment and administration purposes. Any additional privacy notice and consent presented when you use that service will also apply.

Credit reporting agencies and debt recovery

Where you apply for, obtain or maintain a credit facility with Farmlands, we may collect personal and credit information from, and disclose personal and credit information to, credit reporting agencies. We may do this for:

• identity verification;
• assessing an application;
• assessing creditworthiness;
• credit administration;
• Account management;
• credit monitoring and review;
• comprehensive credit reporting;
• credit risk management;
• fraud prevention;
• reporting repayment history and Account performance;
• reporting payment defaults; and
• debt recovery and enforcement.

The credit reporting agencies we use may include the following.

Centrix Group Limited

PO Box 62512

Greenlane

Auckland 1546

Telephone: 0800 236 874

Centrix website

Centrix Privacy Statement

We may provide your personal information to Centrix when we use its consumer credit reporting services. Centrix may collect your credit information to provide credit reporting services to Farmlands and other Centrix subscribers, and may use and disclose that information in accordance with its Privacy Statement and applicable law.

Equifax New Zealand Information Services and Solutions Limited

Private Bag 92156

Victoria Street

Auckland 1142

Telephone: 0800 698 332

Equifax website

Equifax Privacy Policy

We may provide your personal information to Equifax when we use its consumer credit reporting services. Equifax may collect, use, hold and disclose your credit information in accordance with its Privacy Policy and applicable law.

Information we may provide to, or receive from, a credit reporting agency may include:

• identity and contact information;
• credit application information;
• information about enquiries for credit;
• credit Account information;
• repayment history and Account performance information;
• default information;
• serious credit infringement or credit non-compliance information;
• information required to verify identity or assess creditworthiness; and
• information otherwise permitted under applicable privacy and credit reporting laws.

Credit reporting agencies may give information they hold about you to their subscribers where permitted by law. We may also use credit reporting monitoring services to receive updates about your credit information while you have an ongoing credit relationship with Farmlands.

You may request access to or correction of your personal and credit information held by these agencies by contacting the relevant agency using the details in its privacy policy.

Where reasonably necessary to manage or recover amounts owing to Farmlands, we may also disclose personal information to debt collection agencies, recovery agents, solicitors, credit insurers and professional advisers engaged by Farmlands for debt recovery, enforcement and related purposes.

Biometric information

If and when Farmlands implements biometric processing, we may collect or generate biometric information for clearly identified purposes, such as:

• securely verifying a person’s identity;
• authenticating access to a system, Account, workplace or facility;
• preventing or investigating fraud or unauthorised access;
• protecting people, information, systems or property; or
• meeting an applicable legal or regulatory requirement.

Biometric information may include information derived from physical or behavioural characteristics, such as facial features, fingerprints, voice characteristics, keystroke patterns, gait or other characteristics used for verification, authentication or another notified biometric-processing purpose.

Before introducing biometric processing, Farmlands will assess whether the processing is necessary and proportionate for the relevant purpose and whether a less privacy-intrusive alternative could reasonably achieve that purpose.

Where biometric information is collected or generated, Farmlands will:

• provide an appropriate notice before or at the time of collection;
• explain the purpose and intended use of the processing;
• obtain consent where consent is legally required;
• collect only the information reasonably necessary for the notified purpose;
• restrict use and disclosure to the notified or otherwise legally permitted purposes;
• limit access to authorised personnel and service providers;
• apply appropriate security safeguards;
• define and apply appropriate retention and deletion periods;
• provide appropriate alternative arrangements where required; and
• securely delete, destroy or de-identify the information when it is no longer required.

Farmlands may engage biometric technology, identity verification or authentication providers to assist with biometric processing. Those providers may process biometric information on Farmlands’ behalf subject to applicable privacy, security and contractual requirements.

An additional biometric privacy notice may be provided for a particular implementation. That notice will describe the relevant technology, information collected, purposes, provider arrangements, retention period, available alternatives and how individuals may exercise their rights.

When you use farm management software

Through our partners, farm management software may provide information about inputs and operations across your property. Farmlands will request permission to access that information where access is optional or requires your authorisation.

We may use information obtained through farm management software to:

• provide products and services;
• provide more relevant or proactive customer support;
• understand customer and regional requirements;
• undertake analysis and forecasting; and
• improve products and services.

Where farm management software is offered on an opt-in basis, we will not access the relevant information unless the required authorisation has been provided.

Cookies, analytics and online advertising

Our websites and applications may use cookies, tags, pixels and similar technologies to:

• enable website and application functions;
• remember settings and preferences;
• maintain secure online sessions;
• understand how visitors use our websites;
• measure website and advertising performance;
• personalise content;
• prevent fraud and maintain security; and
• deliver or measure advertising where permitted.

Some cookies and similar technologies may be provided by external analytics, advertising, e-commerce or technology providers. Those providers may collect information in accordance with their own privacy policies.

You can manage cookies through your browser settings. Disabling certain cookies may affect the availability or operation of some website functions, including online shopping.

Where applicable, you may review Google’s Privacy Policy, manage Google advertising settings or use the Google Analytics opt-out browser add-on.

Data security

We take reasonable steps to protect personal information from loss, misuse and unauthorised access, use, modification or disclosure.

Personal information may be stored or processed using systems operated by Farmlands and trusted third-party technology and cloud service providers. Our safeguards may include:

• access controls and authentication requirements;
• encryption and secure transmission methods;
• monitoring and logging;
• network and system security controls;
• physical security controls;
• staff training and confidentiality obligations;
• supplier assessment and contractual controls;
• incident response procedures; and
• periodic review and testing of appropriate security controls.

No method of storage or transmission is completely secure. If you believe your Account, card, login credentials or personal information may have been compromised, please contact Farmlands promptly.

When using a Farmlands website, check that you are using the correct website address and that your browser shows a secure connection. A browser padlock generally indicates that information transmitted between the browser and website is encrypted, but it does not by itself guarantee that a website is genuine or free from risk.

Overseas storage and processing

Some technology and service providers may store, process, back up or otherwise access personal information outside New Zealand or permit access to it from another country. As a result, personal information may be stored in, transferred to, or accessed from countries including Australia, the United States and other jurisdictions in which our service providers operate.

Where personal information is disclosed overseas, Farmlands will take the steps required under applicable New Zealand privacy law. Overseas privacy protections may differ from those applying in New Zealand.

Retention of personal information

We retain personal information only for as long as reasonably necessary to:

• provide products and services;
• administer your relationship with Farmlands;
• manage an Account or credit facility;
• complete a transaction or application;
• meet legal, tax, accounting, audit and regulatory requirements;
• manage complaints, disputes and legal claims;
• prevent and investigate fraud or unlawful activity; and
• support another lawful business purpose.

Different retention periods may apply to different types of information. Where personal information is no longer required, we will take reasonable steps to securely delete, destroy or de-identify it, subject to applicable legal and operational requirements.

Closing an Account, ending a shareholder relationship or completing a transaction does not necessarily require Farmlands to delete all associated information immediately.

Accessing your personal information

You may ask us to confirm whether we hold personal information about you and request access to that information.

To request access, contact Farmlands using the details at the end of this Privacy Policy. We may need to verify your identity before responding.

We will respond in accordance with the Privacy Act 2020. In some circumstances, the law may permit or require us to withhold information. If we decline all or part of an access request, we will explain the basis for doing so unless we are legally permitted not to provide that explanation.

Correcting your personal information

You may ask us to correct personal information you believe is inaccurate, out of date, incomplete or misleading.

If we do not make the requested correction, you may ask us to attach a statement of the correction sought to the relevant information where the Privacy Act 2020 provides that right.

To update routine details, such as a billing or delivery address, contact us using the details below.

Requests from law enforcement and government agencies

We may disclose personal information to the Police, courts, regulators, government departments or other public sector agencies where:

• disclosure is required or authorised by law;
• we receive a valid statutory demand, warrant, court order or other lawful request;
• disclosure is necessary for law enforcement or regulatory purposes; or
• another exception under applicable law permits the disclosure.

We will assess requests before disclosing information and may seek clarification, verification or legal advice where appropriate.

Marketing communications and opting out

We may send you information about products, services, offers, events and promotions where permitted by law and consistent with your communication preferences.

You may unsubscribe from marketing emails by:

1. using the unsubscribe facility included in the email; or
2. contacting Farmlands using the details in the communication or below.

Unsubscribing from marketing does not prevent us from sending service, safety, transactional, Account or legal communications that are not marketing messages.

Anonymised and aggregated information

We may de-identify or aggregate information so that it no longer identifies an individual.

We may use anonymised or aggregated information for:

• research;
• analytics;
• internal reporting;
• forecasting;
• identifying business and customer trends;
• service development; and
• other legitimate business purposes.

We may share anonymised or aggregated information with Card Partners, suppliers, advisers and other third parties, provided the information does not identify you or your property.

If information can reasonably be re-identified or linked to an identifiable individual, we will continue to treat it as personal information.

Complaints

If you have a question or complaint about how Farmlands has handled personal information, please contact our Privacy Officer:

Privacy Officer

Farmlands Co-operative Society Limited

Email: privacy@farmlands.co.nz

Telephone: 0800 200 600

Please provide enough information for us to understand and investigate your concern.

You may also complain to the Office of the Privacy Commissioner. Information about making a complaint is available from the Office of the Privacy Commissioner.

Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to:

• our products, services and business operations;
• the ways we collect, use or disclose personal information;
• technology and service provider arrangements;
• legal and regulatory requirements; or
• privacy and security practices.

The current version will be published on our website with the date it was last updated.

Where a change is material or requires specific notice, we will take reasonable steps to notify affected individuals through an appropriate communication channel. The method of communication may depend on the nature of the change and the individuals affected.

Contacting us

For privacy questions, access or correction requests, or complaints, contact:

Privacy Officer

Farmlands Co-operative Society Limited

Email: privacy@farmlands.co.nz

Telephone: 0800 200 600