Privacy Policy
Reviewed 19 December 2025
1. About this policy
This policy explains how Macarthur Real Estate Agency Pty Ltd (ABN 61 649 486 055) (we, us, our) collects, uses, discloses, stores and manages personal information in our sales, property management, leasing, strata (if applicable) and related business activities. It is intended to help us meet our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Our details and Privacy Officer
• Business: Macarthur Real Estate Agency Pty Ltd (ABN 61 649 486 055)
• Address: 14 Morrow Street, Wagga Wagga NSW 2650 (or PO Box 122, Wagga Wagga NSW 2650)
• Phone: (02) 5925 5777
• Email: info@macarthurrealestate.com.au (general) or mark@macarthurrealestate.com.au (Privacy Officer)
• Website: macarthurrealestate.com.au
Our Privacy Officer is the Licensee-in-Charge / Director (or delegated manager). Privacy queries, access/correction requests and complaints can be directed to the Privacy Officer using the contact details above.
3. What personal information we collect and hold
The personal information we collect depends on how you interact with us. It may include:
• Identity and contact details (name, phone number, email address, residential address, date of birth).
• Identification details when required (e.g., driver licence or passport details for tenancy applications or identity verification).
• Property-related information (property interests, inspection attendance, appraisals, leasing and tenancy history).
• Financial information relevant to a transaction or tenancy (rental payments/arrears history, bank details for payments, bond details, proof of income).
• Communication records (emails, calls, texts, notes of conversations).
• Online and device information when you use our website (IP address, cookie identifiers, pages visited, enquiry forms).
• If you apply for a role with us: recruitment information (CV, references and related details).
We try to avoid collecting sensitive information unless it is reasonably necessary for our functions and activities, or required/authorised by law, or you consent.
4. How we collect personal information
We collect personal information:
• Directly from you (in person at open homes/inspections, by phone, email, SMS, website forms, rental applications, or when you meet with our team).
• From third parties you authorise or where permitted by law (e.g., landlords, tenants, referees, previous agents, service providers, identity verification services, tenancy databases, government registers, credit reporting bodies where applicable).
• Automatically through our website and digital systems (cookies/analytics and server logs).
5. Why we collect, use and disclose personal information
We collect, use and disclose personal information for purposes including:
• Providing our real estate services (sales, leasing, property management and related support).
• Facilitating inspections and property access (including security and audit trails of attendance).
• Responding to enquiries and sending requested information (brochures, contracts, listings, appraisal information).
• Processing tenancy applications, managing tenancies, arranging repairs/maintenance and meeting legislative requirements.
• Communicating with you about properties, appointments and service updates.
• Operating our business systems, record keeping, accounts and compliance obligations (e.g., trust accounting, identity verification, dispute resolution).
• Direct marketing where permitted (e.g., property alerts, newsletters, market updates). You can opt out at any time.
If you do not provide the information we request, we may be unable to provide you with some or all services (for example, we may not be able to process a tenancy application, arrange access, or provide requested information).
6. Direct marketing and opting out
We may use your contact details to send marketing or property-related updates where permitted by law. You can opt out at any time by using the unsubscribe link (where available), replying STOP, or contacting us. We will action opt-out requests as soon as reasonably practicable.
7. Who we may disclose personal information to
We may disclose personal information (only where reasonably necessary) to:
• Sellers, buyers, landlords, tenants and their authorised representatives (solicitors, conveyancers, financial advisers).
• Service providers engaged in connection with a property or tenancy (trades, building/pest inspectors, valuers, insurers, strata managers, photographers).
• Technology and platform providers we use to run our business (CRM, trust accounting, inspection sign-in, email/SMS providers, website hosting/analytics).
• Tenancy databases and screening/verification services (where applicable and in accordance with law).
• Government, regulatory and law enforcement bodies where required or authorised by law (e.g., NSW Fair Trading, NCAT, NSW Police).
We do not sell personal information.
8. Overseas disclosures
Some of our IT and cloud service providers may store or process information on servers located outside Australia, or allow access from overseas locations as part of their support operations. Where practicable we take reasonable steps to ensure that overseas recipients handle personal information in a way that is consistent with the APPs.
9. Security, retention and destruction
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. This includes access controls, password protection, role-based permissions, and secure storage of physical files.
We keep personal information only for as long as it is required for our business functions and legal obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it.
10. Access and correction (APP 12 and APP 13)
You may request access to personal information we hold about you, and you may request that we correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.
• Requests can be made verbally or in writing. We may ask you to verify your identity before providing access.
• We will respond within a reasonable period (and within any timeframes required by the Privacy Act).
• In some circumstances, we may refuse access as permitted by law. If so, we will provide reasons (unless it would be unreasonable to do so).
• There is generally no fee for making a request; however, in limited cases we may charge a reasonable fee to cover the cost of providing access (we will advise you first).
A simple request form is included at Appendix C (optional to use).
11. Complaints
If you have a complaint about how we handle personal information, please contact our Privacy Officer. We will acknowledge and investigate your complaint and respond as soon as reasonably practicable.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).
12. Data breaches
We maintain a Data Breach Response Plan and will respond to suspected or confirmed data breaches promptly. Where required, we will notify affected individuals and the OAIC in accordance with the Notifiable Data Breaches scheme.
Appendix A – Short Collection Notice (Open homes/inspections)
We collect your name and contact details when you sign in at an inspection (including via Rex sign-in) to:
• manage property access and safety/security at inspections;
• send you the property brochure or information you request; and
• follow up with you about the property and (if you agree) send you property updates/marketing.
Our full Privacy Policy is available at macarthurrealestate.com.au/privacy-policy or from our office. You can opt out of marketing at any time. If you do not provide this information, we may not be able to provide you with inspection access or requested information.
Appendix B – Short Collection Notice (Enquiries & appraisals)
When you enquire about a property, request an appraisal, or request information from us, we collect your contact details to respond and to provide our services. See our Privacy Policy on our website or request a copy.
Appendix C – Personal information access/correction request (optional form)
You do not have to use this form, but it can help us process your request efficiently.
Full name:
Preferred contact (phone/email):
Address:
Request type: ☐ Access to my personal information ☐ Correction of my personal information
Details of request (what information you are seeking / what you believe is incorrect):
How you would like to receive the information (email/post/pick up):
Proof of identity provided (if requested):
Signature:
Date:
Appendix D – Staff quick checklist
• Always be able to point people to our Privacy Policy (website page and office copy).
• Only collect what we need, and be ready to explain why we’re collecting it.
• Use the short collection notice at open homes/inspections (signage + script).
• If someone asks for access/correction: direct them to the Privacy Officer (or give them the request form).
• If you suspect a data breach (lost phone, mis-sent email, unauthorised access): escalate immediately and follow the Data Breach Response Plan.