Heartland Finance Online Services Terms of Use

Acceptance of terms

By using the Online Services, you agree to be bound by these terms of use and any other terms applying to a relevant account or service, including your loan agreement and mortgage documents as applicable (together “terms and conditions”). Further, you agree that you will not use, or permit to be used, Online Services for any purpose other than those for which they are intended to be used.

Online Services Security

We provide the Online Services through our websites or Mobile Apps. We regularly review developments in security and encryption and use strict procedures and security features to try to protect your personal information in our systems from misuse, loss and unauthorised access. We also encrypt your data travelling across the internet between our Online Services systems and your computer or device to protect and secure it. However, no communication over the internet can be guaranteed as completely secure. For that reason, whilst we endeavour to protect your personal information, we cannot guarantee the security of any personal information you transmit to, or from, our websites or Mobile Apps. You are also responsible when using the Online Services to maintain the security of your personal information and to protect your electronic device from corruption or damage and these responsibilities are explained below. For more information, please view our Privacy Policy. If you have any concerns regarding the security of the Online Services, feel free to contact us here to discuss.

Internet Security

As an added security measure, a passcode may be required for certain transactions of functions within Online Services. If your access allows, and you wish to make a payment, then a passcode will be generated and sent to the mobile number you have registered with us. That passcode will then need to be entered before the transaction is processed. The passcode is a unique code which will be texted to your mobile number and is only valid for 5 minutes after it has been sent to you. If you have not registered a mobile number with us then you won’t be able to use certain payment options. Please ensure that we always have your current mobile number (please contact us if you wish to update your mobile number).

Data Collection

We may collect various information relating to your device or your use of particular features within the Online Services. This is required for the Online Services to properly function, for us to better provide you with assistance if you contact us, and for us to continue to develop the Online Services. More information about our use of information is available in our Privacy Policy.

Your responsibilities

You are responsible for taking reasonable and appropriate steps to help maintain the security of your information, and to protect your electronic device from corruption or damage, when using Online Services. You must ensure that:

  • your internet browser and electronic device are capable of supporting the encryption and other technical requirements of the Online Services (as updated by us from time to time);

  • you establish and maintain (i.e. keep up-to-date) appropriate antivirus and other security software on your electronic device;

  • you do not open attachments or run software from untrusted or unknown sources;

  • you take any other reasonable steps necessary to protect your electronic device from being affected by viruses or anything else likely to corrupt or compromise your data;

  • you keep your User ID, password and pincode (as applicable) for the Online Services secure at all times, and do not share these with any other party;

  • if you have multiple devices through which you are accessing Online Services you must comply with the requirements in this clause in respect of each device;

  • you do not leave your electronic device unattended when logged on to the Online Services, and you always log out when you have finished using the Online Services;

  • you do not use untrusted or shared electronic devices when accessing the Online Services, such as computers at internet cafes;

  • you do not knowingly use an electronic device that contains software that has the ability to compromise logins, passwords, pincodes and/or data (such as spyware);

  • you notify us immediately if:

    • your electronic device you use to access the Online Services and/or have registered with us to receive the passcode is lost or stolen; and

    • you become aware of any unauthorised use of the Online Services provided to you;

  • you regularly download updates to your electronic device’s operating system software; and

  • you provide any relevant information, documents and attachments in the format and to the standards required by us for each transaction.


There will be times when we need to carry out planned maintenance on our Online Services. During these times some or all of the Online Services may be unavailable for a period of time and we will endeavour to give you as much notice as possible of any planned maintenance. In the event of an unplanned outage (for example, due to a technical fault or system error) we may be unable to give you advance notice of the outage. However, we will make every effort to restore your services as quickly as possible.

There may also be times where you are unable to access our Online Services due to situations outside of our control (for example, internet connectivity issues or technical issues with your devices). We will not be liable for any loss arising from your inability to access the Online Services. If for any reason you are unable to access the Online Services, please contact us on 1300 889 338.

Our liability

It is your choice to use the Online Services. To the maximum extent permitted by applicable law, we are not liable to you for any loss, harm or damage resulting from:

  • your failure to comply with these terms of use (and any other applicable terms);

  • us acting in accordance with these terms of use or any applicable terms and conditions;

  • anything that is caused by a matter outside our reasonable control (including the interception or hacking of data by unauthorised third parties);

  • any delay or loss of access to, or use of the Online Services at any time;

  • your failure to notify us of the loss or theft of your electronic device or the actual or suspected disclosure of your login, password or pincode to another person;

  • any faults, viruses, interruptions, machine failure, problems with a system or delays affecting the Online Services; or

  • any unauthorised transaction made using the Online Services where you have contributed to the loss, except (in each case) any loss, harm or damage arising as a direct result of our fraud or negligence.


You may cancel your access to the Online Services at any time by contacting us on 1300 889 338. If you no longer wish to use the Mobile App then you should delete the Mobile App from your device. We may also cancel Online Services at any time acting reasonably having regard to our legitimate business interests including if we reasonably consider that there is a risk to you or us in continuing to make the Online Services available to you.

Other things you should know

The use of the Online Services may incur fees. Any applicable fee is set out in the terms and conditions and/or the relevant Fee Schedule or Product Guide for a product or service, which is available on our website. You may also be charged by your mobile service operator for downloading, updating and/or using a Mobile App in Australia and overseas. We do not take any responsibility for any fees your mobile service provider charges you and if you have concerns about a fee you have been charged by your mobile service provider please contact them directly.

We can change these terms of use from time to time at our discretion acting reasonably (for example to better manage Online Services). We will give notice of any changes by means of an electronic message, through our website or Mobile App, through our branches, through the internet, through the media, via your account statements, or otherwise as we see fit and permitted by applicable law. You acknowledge that:

  • we can also change the user requirements, application and operating system specifications, format or content of the Online Services at any time without prior notice to you; and

  • there are risks associated with the use of the Online Services (including, the risk that third parties may get unauthorised access to your personal information).

You can contact us, or provide feedback, a compliment, or a complaint here. If you are not satisfied with the outcome of our assessment of your complaint, you may wish to the Australian Financial Complaints Authority (click here for information).


The use of the Online Services and these terms of use are governed by the laws of the State of Victoria.

In these terms

We, us and our means Heartland Australia Group Pty Limited ACN 604 859 752, ASF Custodians Pty Ltd ACN 106 822 780 and Australian Seniors Finance Pty Ltd ACN 108 875 636 and related bodies corporate (as that term is defined in the Corporations Act 2001 (Cth)).

Internet Services means the online accounts and credit management services provided by us to you in connection with the accounts and products you have with us, to which these terms of use apply, whether or not you are able to process transactions through your access.

Mobile App means a software application and/or web application that has been created to allow access to transaction information and related accounts and credit management services and which suits portable electronic devices, including but not limited to, mobile phones.

Online Services means, as the context requires, Internet Services and Mobile Apps.