How we collect your personal information and the types of personal information we collect
We may collect your personal information in several ways: from you directly when you deal with us including via our website, over the phone, face-to-face (e.g. at one of our offices, onsite meetings or open homes), by email, by completing a hard copy or online form or engage with us over social media.
"Personal information" has the meaning given to that term in the Privacy Act and includes your name, date of birth, contact details (e.g. address, telephone number, e-mail address), credit card and bank account details, copies of photo identification (e.g. driver's licence, passport), sensitive Information that is restricted under the Privacy Act (if you consent to such collection) any other information that personally identifies you. We will not collect, use or disclose your sensitive information (such as information relating to race or ethnicity, criminal record, religious beliefs, sexuality and health information) unless such is necessary for us to perform our services or unless we are permitted or required by law to do so.
There may be instances where we collect personal information about you other than directly from you. Examples include:
- publicly available information and databases;
- information from property developers;
- information from other agents and valuers; and
- information from market research companies contracted by us to assist in improving and/or marketing our services.
We may also obtain de-identified/anonymous information from your computer, without your knowledge, by way of cookies. A cookie is a piece of information that is put out by our web server that is stored on your computer. It does not identify you or give us access to your computer but it does enable our computer to recognise your computer each time you log in to our website and provide certain statistical information. You can set your computer not to accept or store cookies if you wish.
What we use your information for
- responding to client enquiries and communicating with you, from time to time, to maintain contact and keep you updated on the services you have requested;
- forecasting future needs for our services, improving our services and general quality assurance;
- providing you with market research and promotional materials such as reports, newsletters, event invitations and/or property market information relating to our products and services which we believe may be of interest to you;
- engaging in legal proceedings and/or enforcing judgments and/or orders; and
- any other purposes identified at the time of collecting your personal information.
How Your Information is Stored
- We take reasonable steps to securely store personal details and information. This includes electronic and physical security measures, staff training, use of password protection software. Details of our security systems are available by contacting our Privacy Officer.
- When the personal information that we collect is no longer required, we will remove or de-identify the personal information as soon as reasonably possible. We may, however, retain personal information for as long as is necessary to comply with any applicable law, for the prevention of fraud, for insurance and governance purposes, in our IT back-up, for the collection of any monies owed and to resolve Disputes.
Marketing and Opting Out
- We do not use Sensitive Information for marketing purposes.
- If at any time you no longer wish to receive any additional marketing material from us or do not want your information disclosed for direct marketing purposes, contact our Privacy Officer and we will remove your details from our marketing Database.
Third party disclosure
We may also disclose your personal information to third parties for the purposes outlined above. Such third parties include:
- our third party service providers, contractors consultants, agents and/or representatives (e.g. tradespersons, law firms, banks, financial institutions, insurers, IT providers and/or mortgage referral services providers) who provide services to us or on our behalf including to conduct valuations, market research, assist in obtaining payments from creditors and providing advice;
- potential buyers, tenants, real estate agents and brokers for the purposes for which the information was collected or for permitted secondary purposes;
- media organisations for the purposes of promoting us or our services;
- debt collection agencies;
- anyone authorised by you to deal with us on your behalf;
- any of our related companies;
- government and statutory authorities, law enforcement agencies, courts, tribunals and/or parties to legal proceeding or to which you have consented to share the relevant personal information or if we are permitted or required by law or court order to provide information to them; and
- any other third party or parties identified at the time of collecting your personal information.
- We will not disclose your personal information to a third party for any other purpose, unless required or permitted by law to do so.
Overseas disclosure of your personal information
We will not transfer personal information to a recipient in a foreign country:
- without the prior consent of any individual whose personal information is contained in that data;
- unless the country in question has similar privacy legislation and protections as Australia.
Access, update and correction of personal information
We take reasonable steps to ensure that any personal information held by us about you is accurate, complete and up-to-date. However, we require you to advise us of any changes to your personal information. If you are able to access your personal information via your online account that you have with us, we request that you ensure this information is kept accurate, complete, relevant and up-to-date.
You may request access to your personal information at any time by contacting us via our contact details below, including for the purpose of correcting or updating that information, unless otherwise required or permitted by law. There is no charge for making such a request or providing you access to your personal information. We will respond and deal with your request within a reasonable period of time from the time it is made.
If we refuse to provide you access we will provide you with a written notice that outlines the reasons for the refusal.
Security of personal information
We take reasonable steps to protect your personal information from misuse, interference, loss and from unauthorised access, alteration and disclosure. However, our data protection measures are not a guarantee of the security of your personal information. You must also take care to protect your personal information (for example, by protecting your login details such as your username and password).
Please notify us as soon as possible if you become aware of any security breaches.
Third party sites
What if you have a complaint?
Our contact details
More information about your rights and our obligations in connection with your personal information are available from the Office of the Australian Information Commissioner at https://www.oaic.gov.au.