1. What information we collect

We collect information that is reasonably required to respond to enquiries, provide buyer’s agency services, manage our business and comply with legal obligations. This may include:

• your name, contact details, residential address and date of birth;
• your property goals, Buyer Brief, preferred locations, budget, finance position, purchasing structure and transaction instructions;
• information about your solicitor or conveyancer, mortgage broker, accountant, property manager and other representatives;
• contracts, rental appraisals, property reports, correspondence and records of your instructions or decisions;
• website enquiry, newsletter and marketing preferences; and
• technical website information such as IP address, browser type, device information, pages viewed and referral source.

AML/CTF and identity information

When required for customer due diligence, we may collect or receive:

• identity details and verification results, including information from identification documents;
• residency or citizenship information where relevant;
• source-of-funds, source-of-wealth and third-party funding information;
• information about whether you are a politically exposed person, or subject to sanctions or other screening results;
• information about the purpose and nature of the proposed transaction; and
• customer risk assessments, review outcomes and records required by AML/CTF laws.

We generally seek to retain the verification information and outcome required for our records rather than unnecessary full copies of identity documents. Where a full copy is collected and is no longer required for an authorised purpose, we take reasonable steps to destroy or de-identify it.

2. How we collect information

We may collect personal information:

• directly from you through our website, forms, meetings, calls, email, SMS, WhatsApp, Buyer Briefs and other communications;
• from a person authorised by you, such as a mortgage broker, solicitor, conveyancer, accountant or family member;
• from selling agents, property managers, inspectors and other participants in a proposed transaction;
• through property, identity-verification, risk-screening and market-data providers; and
• from public registers, publicly available sources or government bodies where permitted or required.

If you provide us with personal information about another person, you should have authority to do so and make them aware of this policy where appropriate.

3. How we use information

We may use personal information to:

• respond to enquiries and assess whether our services are suitable;
• prepare and manage your engagement, Buyer Brief and property search;
• source, assess and present properties, conduct due diligence and assist with negotiations;
• coordinate with your authorised advisers and service providers;
• manage fees, records, complaints, quality assurance and business administration;
• meet licensing, AML/CTF, taxation, audit, insurance, legal and regulatory obligations;
• protect our business, clients and systems from fraud, misuse or security threats;
• improve our website, systems, services and client communications; and
• send marketing communications where permitted. You may opt out at any time.

4. Who we disclose information to

We may disclose personal information where reasonably necessary to provide our services, with your authority, or where permitted or required by law. Recipients may include:

• your solicitor or conveyancer, mortgage broker or lender, accountant, insurer, property manager, inspector, valuer, planner, builder and other advisers;
• selling agents, auctioneers and other parties involved in a property transaction;
• identity-verification and AML/CTF service providers, including PEXA Clear;
• technology, cloud storage, communications, website, analytics, CRM and professional service providers;
• our insurers, auditors, legal advisers and regulators; and
• AUSTRAC, courts, law-enforcement agencies or other government bodies where legally required or authorised.

We do not sell personal information and do not disclose it to third parties for their own unrelated marketing purposes.

5. Systems, storage and overseas access

We use business systems that may include Microsoft 365, Outlook, SharePoint, OneDrive, Airtable, WhatsApp, website and analytics services, CRM tools, PEXA Clear and other approved providers. Some providers may store or process information outside Australia, or permit support access from overseas. The countries involved may vary according to a provider’s infrastructure and subcontractors, and can include the United States, the European Union and other locations identified by the provider.

Where overseas disclosure or access occurs, we take reasonable steps appropriate to the circumstances to select reputable providers and protect the information. Overseas recipients may be subject to different privacy laws.

6. Cookies, analytics and third-party links

Our website may use cookies and similar technologies to operate the site, remember preferences, understand website usage and measure advertising or campaign effectiveness. Tools may include Google Analytics, Meta tools and other services enabled on the website from time to time.

You can restrict cookies through your browser or device settings, although some website functions may not operate as intended. Our website may also link to third-party websites. We are not responsible for their privacy practices and encourage you to review their policies.

7. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include controlled access, business-managed accounts, multi-factor authentication, secure cloud services, staff or contractor controls, and incident-response procedures.

No system is completely secure. If a privacy or security incident occurs, we assess and respond to it in accordance with applicable law and our Data Breach Response Plan.

We retain information for as long as reasonably required for the purpose for which it was collected and to meet legal, regulatory, insurance and record-keeping obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it in accordance with our retention practices.

8. If you do not provide information

You may make a general website enquiry without providing more information than is reasonably necessary. However, we cannot provide buyer’s agency services anonymously. If you do not provide information required for our engagement, customer due diligence or legal obligations, we may be unable to commence or continue providing services, make introductions, communicate with advisers, act on instructions or proceed with a transaction.

9. Marketing and opt-out

We may send information about PropBriefs services, property content or business updates where permitted. You may opt out by using the unsubscribe link in an email or contacting us. Service, transaction and legally required communications may still be sent where necessary.

10. Access and correction

You may ask for access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before responding. We will respond within a reasonable period and may refuse access where permitted by law, in which case we will explain the reason where required.

11. Privacy complaints

If you believe we have mishandled your personal information, please contact us in writing. We will consider the complaint and respond within a reasonable period. If your complaint concerns conduct covered by the Privacy Act and you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

12. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The current version and last-updated date will be published on our website. Material changes may also be communicated to current clients where appropriate.

13. Contact us