Henzells Agency Pty Ltd (ABN 48 730 078 782) trading as Henzells Agency

1. About this Privacy Policy

Henzells Agency Pty Ltd trading as Henzells Agency (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in an open and transparent way.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, store and protect personal information and how you can access or correct your information or make a complaint.

This policy applies to all individuals whose personal information we collect, including property owners, buyers, tenants, landlords, contractors, website users and other business contacts.

This policy does not apply to employee records held in relation to current or former employees, which are exempt under the Privacy Act.

2. What is Personal Information?

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether true or not and whether recorded in material form or not.

This may include sensitive information such as identity documents, financial details or tenancy history.

3. What Personal Information We Collect

We collect personal information that is reasonably necessary to carry out our real estate services and business functions.

This may include:

  • Full name
  • Date of birth
  • Residential and postal address
  • Email address
  • Telephone numbers
  • Proof of identity documents
  • Financial information (e.g. income, employment details, rental payment history)
  • Property ownership and tenancy details
  • Emergency contact details
  • Communication preferences
  • Any other information you provide to us directly or indirectly

4. How We Collect Personal Information

We collect personal information:

  • Directly from you (in person, by phone, email, forms, applications, website, social media or messaging platforms)
  • From third parties such as:
    • Referrers
    • Property owners
    • Other agents
    • Tenancy databases
    • Credit reporting bodies (where applicable)
    • Public registers
    • Government agencies

Where we collect information from third parties, we will take reasonable steps to notify you unless it is unreasonable or impracticable to do so.

Bookings and contact details

We require your contact details in order to create a booking in your name. You will be asked to provide your name, address, phone numbers and email address so that we can stay in touch with regards to the booking arrangements.

We don’t share the booking contact information and other details with anyone else under any circumstances, unless we are required to do so for legal reasons. We do not show your email address or any other details on the site.

You contact information will only be used for the purpose for which you provide it, and will not be added to a mailing list unless you request that this be done.  We will not disclose it further without your consent or if required to do so for legal reasons.

5. Why We Collect, Hold and Use Personal Information

We collect, hold and use personal information to:

  • Verify your identity
  • Provide real estate services including:
    • Property sales and purchases
    • Leasing and tenancy management
    • Property management services
    • Repairs and maintenance coordination
    • Bond processing
    • Dispute resolution
  • Communicate with you
  • Process payments and invoices
  • Meet legal, regulatory and professional obligations
  • Maintain client and business relationships
  • Improve and develop our services
  • Conduct marketing (where permitted)
  • Manage risk, compliance and internal operations
  • Respond to enquiries or complaints
  • Recruit staff and contractors

6. Disclosure of Personal Information

We may disclose your personal information to third parties where reasonably necessary to perform our services or required by law, including:

  • Property owners, buyers, sellers, tenants and landlords
  • Tradespeople, contractors and service providers
  • Financial institutions, insurers and brokers
  • Utility providers and connection services
  • Lawyers, accountants and professional advisers
  • Government agencies, regulators and law enforcement bodies
  • Technology and software service providers
  • Related entities

We only disclose personal information for the primary purpose for which it was collected, or for a directly related secondary purpose that you would reasonably expect, or where required or authorised by law.

7. Marketing Communications

We may use your personal information to send you information about properties, services or opportunities that may be of interest to you.

You may opt out at any time by:

  • Using the unsubscribe link in our communications, or
  • Contacting us using the details below

We will promptly honour opt-out requests.

8. Overseas Disclosure

Some of our service providers (including IT, cloud storage, CRM platforms, property portals and software providers) may store or process data outside Australia, including in countries such as the United States, United Kingdom or European Union.

Where we disclose personal information overseas, we take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with Australian privacy laws, unless an exception under the Privacy Act applies.

By engaging with us, you acknowledge that your personal information may be disclosed to overseas recipients for legitimate business purposes.

9. Security of Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including:

  • Secure IT systems and access controls
  • Encryption and password protections
  • Staff confidentiality obligations
  • Physical security measures
  • Ongoing risk assessments

Where personal information is no longer required, we take reasonable steps to destroy or de-identify it in accordance with legal requirements.

While we take reasonable precautions, no system is completely secure and we cannot guarantee absolute security.

10. Data Breach Response

If we become aware of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches Scheme, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

11. Access and Correction

You may request access to personal information we hold about you or request correction if you believe it is inaccurate, incomplete or out of date.

Requests can be made using the contact details below. We will:

  • Acknowledge your request within a reasonable time
  • Respond within 30 days where practicable
  • Require verification of identity before granting access

We may refuse access in limited circumstances permitted by law and will provide written reasons if applicable.

12. Complaints

If you believe we have breached your privacy rights or the Australian Privacy Principles, please contact us using the details below.

We will:

  • Acknowledge your complaint within 2 business days
  • Investigate and attempt to resolve it within 30 days

If you are not satisfied with our response, you may complain to:

Office of the Australian Information Commissioner (OAIC)
GPO Box 5218
Sydney NSW 2001
Website: www.oaic.gov.au

13. Website and Online Services

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

We may collect limited technical information when you visit our website, including IP address, browser type, device information and usage data for analytics and security purposes.

14. Cookies and Tracking Technologies

We may use cookies and similar technologies to improve website performance, analyse usage and provide relevant content. You can manage cookie preferences through your browser settings.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website and will apply from the date of publication.

16. Contact Us

Privacy Officer
Henzells Agency Pty Ltd
Mail: PO Box 238, Caloundra QLD 4551
Email: info@accomcaloundra.com.au
Phone: (07) 5491 2000