Privacy Policy

Effective date: 16 July 2026

Shawn & Kym Real Estate respects your privacy and is committed to protecting the personal information of our clients, property owners, tenants, rental applicants, buyers, sellers, prospective clients, contractors and website users.

This Privacy Policy explains how we collect, hold, use and disclose personal information and how you may request access or correction, make a privacy enquiry or lodge a complaint.

We manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where they apply, together with other applicable laws and professional obligations.

1. Personal information we collect

The personal information we collect depends on your dealings with us and may include:

  • Your name, residential address, postal address, telephone number and email address
  • Your date of birth, age, gender and occupation, where relevant
  • Property ownership, property address, property type, estimated value, sales, leasing and management information
  • Details about your property requirements, preferences and interests
  • Rental application and tenancy information
  • Employment, income, financial, rental history and affordability information
  • References and information provided by employers, previous agents, property managers, landlords or other referees
  • Emergency contact and next-of-kin information
  • Identification documents and identity-verification information
  • Government-related identifiers where collection or verification is authorised or required by law
  • Payment, invoicing and transaction information
  • Records of communications, enquiries, inspections, open-home attendance and appointments
  • Photographs, videos and inspection records relating to a property
  • Information supplied in connection with maintenance, insurance, disputes, complaints or tribunal proceedings
  • Technical information, including your IP address, browser, device type, operating system and website activity
  • Any other information you provide to us or authorise another person or organisation to provide

Where lawful and reasonably necessary, sensitive information, including biometric information used for identity verification, with your consent or where otherwise permitted or required by law.

If you provide personal information about another person, such as a referee, emergency contact or co-applicant, you should ensure that you are authorised to provide it and that the person is aware it may be handled in accordance with this policy.

2. How we collect personal information

We may collect personal information:

  • Directly from you by telephone, email, text message, in person or through our website
  • When you submit an enquiry, appraisal request, application or other form
  • When you attend an inspection, open home, auction or appointment
  • When you apply to rent a property or enter into a tenancy
  • When you engage us to sell, lease or manage a property
  • Through our customer relationship, property management, identity-verification, inspection and payment platforms
  • From property owners, tenants, applicants, referees, employers, other agents and property managers
  • From tradespeople, photographers, inspectors, conveyancers, solicitors, accountants and professional advisers
  • From government agencies, regulators, courts, tribunals, public registers and tenancy databases, where authorised
  • From website analytics, cookies and similar technologies
  • From publicly available sources and third parties where permitted by law

At open homes and inspections, we may collect your name, telephone number, email address and attendance information for property security, communication, recordkeeping and compliance purposes.

3. Why we collect and use personal information

We may collect, hold and use personal information to:

  • Provide real estate sales, leasing and property management services
  • Respond to enquiries and communicate with you
  • Conduct property appraisals, inspections and market assessments
  • Advertise, sell, lease and manage properties
  • Process and assess rental applications
  • Verify identity and conduct lawful due-diligence checks
  • Manage tenancies, rent, bonds, inspections, maintenance and disputes
  • Arrange photography, repairs, maintenance and other property services
  • Maintain client, owner, tenant, buyer, seller and property records
  • Issue invoices, process payments and provide payment options
  • Assist with optional utility, moving, insurance and related services
  • Meet our legal, regulatory, trust-accounting, recordkeeping and professional obligations
  • Prevent fraud, manage risk and protect people and property
  • Conduct internal administration, reporting, service improvement and business analysis
  • Send property information, market updates and other marketing communications where permitted
  • Establish, exercise or defend legal claims
  • Carry out another purpose with your consent or where permitted or required by law

If you do not provide information reasonably required for a particular service, we may be unable to process your application, verify your identity, enter into an agreement or provide that service.

Where practicable, you may deal with us anonymously or using a pseudonym. This may not be possible where identification is required to provide a service or comply with the law.

4. Rental applications and tenancy information

When you apply for a rental property, we may collect information necessary to assess and process your application. This may include identification, contact details, rental history, employment, income, affordability information and references.

We may verify information with nominated referees, employers, previous agents or property managers, tenancy databases and other authorised sources.

Application information may be disclosed to the property owner where reasonably necessary to assess the application. We seek to limit information provided to an owner to what is reasonably required for that purpose.

If your application is unsuccessful, we will retain or securely destroy your information in accordance with our legal obligations and record-retention practices.

5. Identity verification and AML/CTF compliance

Where required or appropriate, we may use Reapit Verify or another authorised provider to verify identity, conduct customer due diligence and assist us to meet fraud-prevention, risk-management and anti-money laundering and counter-terrorism financing obligations.

The provider may request identification documents, photographs, identity details or other verification information directly from you. Where biometric or liveness information is required, the provider will explain its collection and obtain any consent required by law.

We may receive verification results, risk indicators or compliance information from the provider. Information may also be disclosed to government agencies or regulators where required or authorised by law.

6. Automated processing and assisted decision-making

Some service providers may use automated processes to verify information, identify inconsistencies, assess risk, prioritise matters or assist with compliance checks.

Automated outputs may inform our work, but we remain responsible for decisions made by our agency. Where an automated process may significantly affect your rights or interests, you may contact us for further information about how the process is used and how you can raise concerns about its outcome.

7. Property and customer management platforms

We use third-party technology platforms to help deliver our services. These platforms may collect, store, process or provide access to personal information on our behalf.

Reapit CRM and property management products

We may use Reapit products—including its customer relationship management, sales, leasing and property management systems—to manage contacts, enquiries, properties, communications, transactions, applications and tenancy records.

Information stored or processed through Reapit may include contact details, property information, communications, application information, sales or tenancy records and compliance information.

Further information is available in Reapit’s Privacy Policy.

Reapit Verify

We may use Reapit Verify for identity verification, customer due diligence, risk assessment and AML/CTF compliance.

Further information is available on the Reapit Verify website and in Reapit’s privacy documentation.

iProperty Express / Inspection Express

We may use iProperty Express, including Inspection Express services, to complete and manage property inspections, condition reports, photographs, videos, maintenance information and related communications.

Personal information processed through the platform may include names, contact details, property information, inspection records, photographs, videos and comments.

Further information is available in the iProperty Express Privacy Policy.

These providers handle information under their own privacy policies and their contractual arrangements with us.

8. Invoicing and payment services

Realty Assist Australia Limited

We may use Realty Assist Australia Limited to issue invoices and provide payment options through its agency portal.

Where an invoice is issued through Realty Assist, personal information may be disclosed for identity verification, invoicing, account administration and payment processing.

If you choose a deferred payment or “Pay Later” option, information may be disclosed to a related or third-party credit provider for eligibility assessment, credit reporting, loan administration and payment processing.

Your decision to use an optional payment product is separate from our underlying real estate services and may be subject to additional terms, privacy notices and credit checks.

Further information is available in the Realty Assist Privacy Policy and its credit-reporting policy.

9. Optional moving and connection services

Move Me In

We may offer access to Move Me In, operated by IRE Pty Ltd, to assist with optional moving, utility connection, internet, insurance or related services.

With your consent or where you have requested the service, we may provide relevant contact and property details to Move Me In so it can contact you about available services.

Using Move Me In is optional. You are not required to purchase any product or service through it, and declining the service will not affect your rental application, tenancy or other dealings with us.

Move Me In and participating service providers handle personal information under their own terms and privacy policies. Some participating providers may pay referral fees or commissions in connection with services arranged through the platform.

10. Other disclosures

We may disclose personal information where reasonably necessary to:

  • Our employees, contractors and authorised representatives
  • Property owners, where relevant to leasing or property management
  • Prospective buyers, sellers, tenants or other parties where necessary to provide our services
  • Photographers, inspectors, valuers, tradespeople and maintenance providers
  • Conveyancers, solicitors, accountants, insurers and professional advisers
  • Building managers, bodies corporate and community-title managers
  • Technology, website, cloud-storage, communications and cybersecurity providers
  • Payment processors, lenders and debt-recovery providers
  • Tenancy databases and screening providers where authorised
  • Government agencies, law-enforcement bodies, regulators, courts and tribunals
  • Another agent or business involved in a sale, leasing or management transaction
  • Any other person with your consent or where permitted or required by law

We do not sell personal information.

11. Overseas access and disclosure

Some technology providers, cloud-service providers, contractors or related companies may store information outside Australia or permit it to be accessed from overseas.

Depending on the services used, overseas locations may include New Zealand, the United Kingdom, the United States, Canada, Ireland, Switzerland, Denmark and South Africa, as well as other locations identified by the relevant service provider.

For example, Reapit operates internationally and may share information with affiliated companies or service providers in other countries. iProperty Express also advises that it may disclose information to overseas cloud providers, contractors and other third parties.

Where required by law, we take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles. However, the location and practices of third-party providers may change, and you should also review their current privacy policies.

12. Direct marketing

Where permitted by the Privacy Act 1988 (Cth), the Spam Act 2003 (Cth) and other applicable laws, we may use your contact information to send marketing communications. We may use your contact information to send:

  • Property alerts and listing information
  • Market updates and property reports
  • Information about our services
  • Invitations, newsletters and other relevant marketing communications

You may opt out at any time by using the unsubscribe option in a message or contacting us directly.

Opting out of marketing will not prevent us from sending essential communications about an enquiry, transaction, tenancy, managed property or service you have requested.

13. Cookies and website analytics

Our website may use cookies, analytics tools and similar technologies to:

  • Enable website functionality
  • Remember preferences
  • Understand how visitors use our website
  • Measure traffic and performance
  • Improve website content and services
  • Support advertising and marketing activities where permitted

These technologies may collect IP addresses, device and browser information, pages viewed, referral sources and approximate location information.

You may control or disable cookies through your browser settings. Disabling some cookies may affect website functionality.

Third-party website and analytics providers handle information in accordance with their own privacy policies.

14. Security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Our safeguards may include:

  • Secure systems and access controls
  • Password and authentication requirements
  • Restricted access based on business need
  • Secure cloud and software providers
  • Staff procedures and confidentiality obligations
  • Backup, monitoring and cybersecurity measures
  • Secure destruction or de-identification practices

No method of electronic transmission or storage is completely secure. If a data breach occurs, we will investigate and take appropriate action, including providing notifications where required under the Notifiable Data Breaches scheme.

15. Retention and destruction

We retain personal information for as long as reasonably necessary to:

  • Provide our services
  • Administer transactions, tenancies and managed properties
  • Maintain business and professional records
  • Comply with legal, taxation, trust-accounting and regulatory obligations
  • Resolve disputes and manage complaints
  • Establish, exercise or defend legal claims

Retention periods vary according to the type of information and the purpose for which it is held.

When personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

16. Access and correction

You may ask to access personal information we hold about you or request that inaccurate, incomplete, out-of-date or misleading information be corrected.

We may need to verify your identity before responding.

In some circumstances, the law allows us to refuse access or correction. If this occurs, we will generally provide written reasons and explain the available complaint options, where required.

We will respond within a reasonable period. We will not charge you for making a request, although we may charge reasonable costs for providing access where permitted by law and advised in advance.

You may also request deletion of information. We will consider the request, but we may need to retain information where required by law or reasonably necessary for our business, professional or legal purposes.

17. Privacy complaints

If you believe we have mishandled your personal information, please contact us using the details below.

Please include enough information for us to understand and investigate your concern. We will acknowledge your complaint and aim to provide a written response within 30 days. If we require additional time, we will let you know.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner:

Website: www.oaic.gov.au
Telephone: 1300 363 992

18. Third-party websites

Our website and communications may contain links to third-party websites or services.

We are not responsible for the privacy, security or content of third-party websites. You should review the privacy policy of each provider before supplying personal information.

19. Unsolicited personal information

If we receive personal information that we did not request, we will determine whether we could lawfully have collected it as part of our functions or activities. If the information is not reasonably required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

20. Document verification

Where an electronic identity-verification provider uses the Australian Government Document Verification Service, identification details may be checked against records held by the relevant document-issuing authority. The service generally returns a match or no-match result and does not provide access to the underlying government record.

We will only use document-verification and biometric identity-matching processes where reasonably necessary and permitted by law. Where sensitive information is collected, the provider will obtain any consent required by law.

21. Changes to this policy

We may update this Privacy Policy when our services, systems, legal obligations or information-handling practices change.

The current version and effective date will be published on our website. Where a change is material, we may also take reasonable steps to notify affected individuals.

22. Contact us

For questions, requests or complaints concerning privacy, please contact:

Shawn & Kym Real Estate
Email: kym@shawnandkym.com.au
Telephone: 0411 532 333

We are committed to responding to privacy enquiries and complaints promptly and fairly.