Upd: Feb 13, 2023
We take your privacy very seriously and are committed to ensuring the protection of your personal information, no matter where you are located.
This Privacy Statement (Statement) applies to all personal information collected and processed by Wirex Australia Pty Ltd (ACN 659 803 148 (Wirex and together with its group, Wirex Group). In this statement, references to “we”, “us” or “our” are references to Wirex. Our principal address is ‘Governor Macquarie Tower’, 1 Farrer Place, Sydney, NSW 2000 and our privacy email address is email@example.com.
Please be aware that Wirex collects and handles your personal information in accordance with its legal obligations, including those under the Privacy Act 1988 (Cth).
Wirex provide and/or distribute a wide range of products and services. This Statement describes how your personal information is collected and handled by Wirex.
During our relationship with you, we may tell you more about how we collect and handle your information – for example, when you receive product terms and conditions. You should always read these documents carefully.
Sometimes we update our Statement. You can always find the most up-to-date version on our website_https://wirexapp.com
Our website uses small data files called cookies to improve functionality and your user experience (see our Cookies policy at the end of this page for more information).
What information do we collect?
We may collect, process and use various categories of personal information at the start of, and for the duration of, your relationship with us. Also, 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:
On occasion, we collect and handle sensitive information. This may include:
On occasion, we may collect and handle information that is in the public domain, such as from:
See ‘Who do we share your information with?’ (Collection, use & sharing, below) for details of third parties we may share information with.
How do we use your information?
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.
How we 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:
Sometimes we de-identify your personal information, for example transaction information, and use this to:
We may also use your personal information to support any changes to the ownership of products or services or the make-up of Wirex. For example, we may:
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 and value to you, but we will stop if you tell us to.
We may contact you by various means, including by mail, telephone, email, SMS or other electronic means, such as through social media or targeted advertising through Wirex websites.
If you do not want to receive direct marketing offers from us, you can opt-out by:
Who do we share your information with
We may share your information with third parties for the reasons mentioned in How do we use your information? or where the law otherwise allows or requires us to.
The types of third parties are listed below.
Type of third party
Other members of the Wirex Group
We may share your information between members of the Wirex Group. This helps us offer you a high-quality customer experience. You can read about how Wirex Group members may use your information in How do we use your information?
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 Wirex has entered into strategic alliance or referral arrangements to enable you to inquire about the services or 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 organisation
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 we operate.
Sending information overseas
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.
From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we will notify you and will allow a period of at least 30 days for you to raise any objections before the change is made. However, please note that in some cases, if you do not agree to such changes it may not be possible for us to continue to operate your account and/or provide certain products and services to you through the Wirex app.
Accessing, updating and correcting your information
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.
How can I access my information?
You can ask us for a copy of your information. To get a copy of the information we have about you, you cancontact us at: firstname.lastname@example.org
How will we handle you request?
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.
Can you correct or update your information?
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 time via you’re the Wirex app
If you think your personal information is incorrect, contact us to investigate the issue (see We’re here to help below).
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 is inaccurate, incomplete, misleading or out of date.
We will contact you with information relevant to the operation and maintenance of your Wirex account (including updated information about how we process your personal information), by a variety of means including via, email, text message, and in-app notifications. If at any point in the future you change your contact details you should tell us promptly about those changes. We may monitor or record calls, emails, text messages or other communications in accordance with applicable laws.
We may access and use information from fraud prevention agencies when you open your account and periodically to:
A. manage and take decisions about your accounts;
B. prevent criminal activity, fraud and money laundering; and
C. check your identity and verify the accuracy of the information you provide to us;
Application decisions may be taken based solely on automated checks of information, for example from fraud prevention agencies and internal Wirex records. To help us make decisions on verifying your Wirex account, as well as transaction limits on your Wirex account, we look at information you give us when you apply for a Wirex Account; including biometric data such as your photograph and/ or facial scan, information regarding your location, age, nationality and/ or citizenship and other information which enables us to verify your identity and perform a risk assessment for money laundering and fraud prevention purposes.
We will also profile your Wirex Account to assign a risk rating for the purposes of fraud and unusual transaction monitoring and unauthorised access prevention. The information we will use to profile you will include your age, bank country of residence and status as a politically exposed person or otherwise.
We will continue to collect and monitor information about how you manage your Wirex account including your account balance, payments into your account, the regularity of payments being made, and any default in making payments, while you have a relationship with us. This information may be made available to other organisations (including fraud prevention agencies and other financial institutions) so that they can take decisions about you. If false or inaccurate information is provided and/or fraud is identified or suspected, details will be passed to relevant fraud prevention agencies. Law enforcement agencies and other organisations may access and use this information.
We cooperate fully to the extent of our legal obligations in the prevention of fraud, money laundering and counter-terrorism. If we, or a fraud prevention agency, determine that you pose a fraud, money laundering or other criminal risk, we may refuse to provide the services you have requested, or we may stop providing existing services to you. A record of any fraud, money laundering or other criminal risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. Fraud prevention agencies can hold your information for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years. When fraud prevention agencies process your information, they do so on the basis that they have a legitimate interest in preventing fraud and money laundering, and to verify your identity, in order to protect their business and to comply with laws that apply to them.
By providing you with products or services, we create records containing your information, such as customer account records and activity and transaction records. Records can be held on a variety of media (physical or electronic) and formats, but they are primarily held electronically.
We manage our records to help us to better serve our customers (for example for operational reasons, such as dealing with any queries relating to your account) and to comply with legal and regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and to keep as evidence of our business activities. Retention periods for records are determined based on the type of record, the nature of the activity, product or service, the country in which the relevant Wirex company is located and the applicable local legal or regulatory requirements.
We (and other Wirex group companies) normally keep customer account records for up to six years after your relationship with Wirex ends. Retention periods may be changed from time to time (or waived where deemed low-risk) based on business or legal and regulatory requirements. Where there has been no activity on your Wirex account since it was opened, we may delete your data after a period of 6 months, as you will be deemed an "unactivated user".
If there has been any transactional activity on your account, we will maintain your data until you request that we delete it, unless we are obligated to maintain such data to comply with our legal obligations. We may on exception retain your information for longer periods than those stated above, particularly where we need to withhold destruction or disposal based on an order from the courts or an investigation by law enforcement agencies or our regulators. This is intended to make sure that Wirex will be able to produce records as evidence, if they're needed.
We will endeavor to anonymise or aggregate your data if we intend to use it for analytical purposes or trend analysis.
Wirex will use reasonable endeavours to maintain appropriate physical, electronic and organisational procedures to ensure that your personal information and other data is treated securely and in accordance with this Statement, and to protect such data against unauthorized access or unauthorized alteration, disclosure or destruction of data.
Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access. Wirex does not give any representation, warranty or undertaking that the personal information you provide to us will be secure at all times, and to the extent Wirex has fulfilled its obligations under no circumstances shall Wirex be responsible for any losses, damages, costs and expenses which you may suffer or incur arising from unauthorised access to or use of your personal information.
If you would like more information about how long we keep your information, please contact us at: Privacy@wirexapp.com
Making a privacy complaint
If you have a concern or complaint about how we have handled your personal information (including your 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’ve handled your personal information, there are other things you can do.
How can you make a complaint?
To make a complaint, contact one of our staff or customer service teams. We’ll look into the issue and try to fix it straight away.
What else can you do?
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.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
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.
Office of the Australian Information Commissioner
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001
Additional rights in Asia
Singapore Customers of our Singapore Branch
Additional rights for customers in Singapore are set out in the Singapore Privacy Notice. You may request a copy of this Notice, or further information relating to your rights, by contacting the Singapore Data Privacy Officer by email.
An explanation of the types of cookies we use and why.
What are cookies?
Different types of cookies
How to block or delete cookies
If you decide to delete or block certain cookies, special offers contained on the web pages may not be provided.
To change your web browser preferences:
Open your Chrome browser > go to Customise and Control Google Chrome > Settings > Main Menu > Advanced > Privacy and Security > Content Settings > Cookies. Then you can choose your settings.
For more instructions visit how to adjust cookie settings on mobile devices.
Go to Settings > Safari > Preferences > Privacy. Then you can choose your settings.
For more information, including on mobile visit how to adjust cookie settings on Apple devices.
Internet Explorer and Edge
Open the browser > select Tools > Internet Options > Privacy > Advanced. Then you can choose your settings.
For more information visit Microsoft Support.
Open Firefox > select Tools > Options > Privacy >Cookies. You can then choose your settings.
For more information visit Mozilla support.