Privacy Policy

INTRODUCTION

This document sets out the privacy policy of RESPONSE REAL ESTATE KELLYVILLE PTY LTD ABN 97 604 764 016 trading as Response Real Estate Norwest (referred to in this privacy policy as 'we', 'us', or 'our').

We take our privacy obligations seriously and we've created this privacy policy to explain how we store, maintain, use and disclose personal information.

By providing personal information to us, you consent to our storage, maintenance, use and disclosing of personal information in accordance with this privacy policy.

We may change this privacy policy from time to time by posting an updated copy on our website and we encourage you to check our website regularly to ensure that you are aware of our most current privacy policy.

PURPOSE

The purpose of this privacy policy is to: 

• explain what personal information we collect and why;
• describe how personal information is used, stored and protected; 
• outline when and how personal information may be disclosed, including overseas access; 
• inform individuals of their rights to access and correct their personal information; and 
• explain how privacy complaints may be made and handled. 

This policy is intended to promote transparency and demonstrate our commitment to complying with Australian privacy laws. 

SCOPE

This privacy policy applies to personal information we collect, hold, use or disclose in connection with our business activities.

It covers personal information relating to: 

• clients, customers, tenants, landlords, vendors and purchasers;
• applicants for tenancies or properties; 
• attendees of open homes or home inspections; 
• contractors and service providers; and 
• employees and prospective employees. 

This policy applies to personal information handled through all business channels including; 

• in-person interactions;
• telephone and email communications;
• online platforms, websites and business systems; and
• property management, sales, compliance and operational systems. 

For clarity, our business includes a residential real estate division (covering property management, leasing and residential sales) as well as a separate projects division (covering development land sales and related services). Where this policy refers to overseas access or handling of personal information, this applies only to our residential real estate division and not to our Projects division.

Where personal information is accessed or handled by team members or service providers located outside Australia, including in the Philippines, this policy also applies to that information. 

TYPES OF PERSONAL INFORMATION WE COLLECT

• The personal information we collect may include the following:
• name;
• mailing or street address;
• email address;
• social media information;
• telephone number and other contact details;
• age;
• date of birth;
• credit card or other payment information;
• identification information (such as driver's licence or passport details where required);
• property‑related information, including tenancy, sales, leasing and management records;
• financial information, including rent payments, bond details and payment records;
• application and screening information;
• employment‑related information for staff and contractors;
• information about your business or personal circumstances;
• information in connection with client surveys, questionnaires and promotions;
• your device identity and type, I.P. address, geo-location information, page view statistics, advertising data and standard web log information; 
• information about third parties; and
• any other information provided by you to us via our website or our online presence, or otherwise required by us or provided by you.

HOW WE COLLECT PERSONAL INFORMATION

We may collect personal information either directly from you, or from third parties, including where you: 

• contact us through our website or otherwise enquire about our services;
• receive goods or services from us;
• submit any of our online sign up forms;
• apply for a tenancy or purchase a property;
• communicate with us via email, telephone, SMS, social applications (such as LinkedIn or Facebook) or otherwise;
• interact with our website, social applications, services, content and advertising; and
• invest in our business or enquire as to a potential purchase in our business.

We may also collect personal information from you when you use or access our website or our social media pages. This may be done through use of web analytics tools, 'cookies' or other similar tracking technologies that allow us to track and analyse your website usage. Cookies are small files that store information on your computer, mobile phone or other device and enable and allow the creator of the cookie to identify when you visit different websites. If you do not wish information to be stored as a cookie, you can disable cookies in your web browser.

We may also collect personal information from third parties where permitted by law, or where it is unreasonable or impracticable to collect it directly from you, including from referees, property portals, strata managers, utility providers, public records and other service providers involved in a transaction or tenancy.

USE OF YOUR PERSONAL INFORMATION

We collect and use personal information for the following purposes:

• to provide goods, services or information to you;
• to manage sales, leasing and tenancy arrangements;
• to communicate with clients and stakeholders;
• for record keeping and administrative purposes;
• to provide information about you to our contractors, employees, consultants, agents or other third parties for the purpose of providing goods or services to you;
• to improve and optimise our service offering and customer experience;
• to comply with our legal obligations, resolve disputes or enforce our agreements with third parties;
• to send you marketing and promotional messages and other information that may be of interest to you and for the purpose of direct marketing (in accordance with the Spam Act). In this regard, we may use email, SMS, social media or mail to send you direct marketing communications. You can opt out of receiving marketing materials from us by using the opt-out facility provided (e.g. an unsubscribe link);
• to send you administrative messages, reminders, notices, updates, security alerts, and other information requested by you; 
• to consider an application of employment from you; 
• to conduct tenant and purchaser screening, identity verification, reference checks, due diligence and risk assessments as part of our real estate services; and
• for any purpose disclosed to you at the time of collection, to which you have consented, or which is otherwise authorised or required by law.

We may use personal information to provide information about properties, services, market updates or other communications that may be of interest.

Individuals may opt out of receiving marketing communications at any time by contacting us using the details below or by using the unsubscribe option provided in our communications.

We will respect all opt‑out requests in accordance with Australian privacy law.

DISCLOSURE OF PERSONAL INFORMATION

We may disclose your personal information to cloud-providers, contractors and other third parties located inside or outside Australia. If we do so, we will take reasonable steps to ensure that any recipient deals with such personal information in a manner consistent with this privacy policy and applicable Australian privacy law.

Some of the ways we disclose personal information include to: 

• IT, software and cloud service providers;
• compliance and safety service providers;
• insurers and insurance portals;
• financial institutions and payment processors;
• professional advisers (such as accountants and legal advisers); and
• regulatory bodies, where required or authorised by law.

We use a range of third-party systems to store and process personal information, including:

• property management and customer relationship systems (including PropertyMe, which is hosted in Australia), and
• cloud infrastructure and productivity platforms (including Microsoft Azure data centres located in Australia East).

These providers may in turn use sub-processors or supporting infrastructure, but we require that personal information is handled in accordance with appropriate security and privacy standards.

We take reasonable steps to ensure that third parties handle personal information in a manner consistent with Australian privacy requirements.

OVERSEAS ACCESS AND DISCLOSURE

Some personal information relating to our residential real estate division is accessed and handled by team members located outside Australia, including in the Philippines, as part of our day-to-day business operations. Our offshore team provides administrative, operational, compliance and back-office support for our residential property management and related activities.

Response Projects division does not use offshore personnel to access or handle personal information, and personal information relating to our projects division is handled only by personnel located in Australia (subject to any disclosures to third-party service providers as described in this policy).

Our overseas team operates through a managed workplace arrangement provided by an Australian-based service provider. Under this arrangement:

• overseas staff access our systems only through secure, centrally managed work environments;
• work is performed within controlled office facilities in the Philippines, not on personal devices or in unsecured locations;
• access is limited to authorised systems and functions relevant to each role, with role-based permissions;
• security, monitoring and access controls are managed centrally, including password and session controls; and
• confidentiality and privacy obligations apply to all personnel with access to personal information.

We take reasonable steps to protect personal information accessed overseas, including contractual safeguards, system-based access restrictions, and internal policies governing the handling of personal information. We remain responsible for personal information that is accessed by our overseas team, in accordance with Australian privacy law.

SECURITY

We take reasonable steps to ensure your personal information is secure and protected from misuse, interference, loss and unauthorised access, modification or disclosure. Our information technology systems are password protected and we use a range of administrative, physical and technical measures (including access controls, staff training and secure office facilities) to protect these systems. However, no method of transmission or storage is completely secure and we cannot guarantee the security of your personal information.

Personal information is stored in electronic systems operated by us and by third-party service providers, including cloud-based software platforms used to deliver our services. These systems may store personal information on servers located in Australia and, in some cases, outside Australia. Where personal information is stored or processed by third-party providers, we take reasonable steps to ensure appropriate safeguards are in place, such as contractual obligations, access controls and security reviews.

RETENTION OF PERSONAL INFORMATION

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. When personal information is no longer required, we take reasonable steps to securely destroy or de‑identify it.

LINKS

Our website may contain links to other websites. Those links are provided for convenience and may not remain current or be maintained. We are not responsible for the privacy practices of those linked websites and we suggest you review the privacy policies of those websites before using them.

REQUESTING ACCESS OR CORRECTING YOUR PERSONAL INFORMATION

If you wish to request access to the personal information we hold about you, please contact us using the contact details set out below including your name and contact details. We may need to verify your identity before providing you with your personal information. In some cases, we may be unable to provide you with access to all your personal information and where this occurs, we will explain why. We will deal with all requests for access to personal information within a reasonable timeframe.

If you think that any personal information we hold about you is inaccurate, please contact us using the contact details set out below and we will take reasonable steps to ensure that it is corrected.

COMPLAINTS

If you wish to complain about how we handle your personal information held by us, please contact us using the details set out below including your name and contact details. We will investigate your complaint promptly and respond to you within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC). Further information about making a privacy complaint to the OAIC is available at www.oaic.gov.au.

CONTACT US

For further information about our privacy policy or practices, or to access or correct your personal information, or make a complaint, please contact us using the details set out below:

Name: Jelena Bogunovic

Email: Jelena.bogunovic@responsere.com

Our privacy policy was last updated on 26 March 2026.