Privacy Policy

Ocean Grove Real Estate Pty Ltd
ABN 94 142 579 244
Version prepared: 1 July 2026 
Contact: Privacy Officer, 22 Kingston Downs Drive, Ocean Grove VIC 3226 | melissa@oceangroverealestate.com.au 

Policy

This Privacy Policy explains how Ocean Grove Real Estate Pty Ltd ABN 94 142 579 244 (“we”, “us”, or “our”) collects, holds, uses and discloses personal information.

It applies to clients, prospective clients, buyers, sellers, renters, rental providers, guarantors, visitors to open homes, suppliers, contractors, job applicants, employees and anyone else who deals with us.

We respect your privacy and are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), together with any other applicable laws relating to our real estate agency operations.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Some information, such as health information, biometric information, criminal history information and information about racial or ethnic origin, is considered sensitive information and is handled with additional care.

1. What Personal Information We Collect

The personal information we collect depends on how you interact with us and may include:

  • Identity and contact details, including your name, address, email address, phone number, date of birth and identity document details.
  • Real estate transaction information, including property interests, authority forms, contracts, offers, inspection attendance, enquiries, auction registrations, buyer or renter preferences, sale and leasing history, and correspondence.
  • Property management and tenancy information, including rental applications, references, employment or income information, rental history, maintenance requests, bond and payment information, emergency contacts, guarantor details and other information required to manage a tenancy.
  • Financial and payment information, including bank account details, invoices, commissions, fees, trust account records, payment receipts and arrears information.
  • Recruitment, employment and contractor information, including qualifications, employment history, references, right-to-work information, tax, superannuation and payroll details, training records, and performance or conduct records.
  • Website, technology and marketing information, including IP address, device identifiers, browser information, pages viewed, enquiry forms, email engagement, cookies and analytics information.
  • Complaints, feedback, incident and safety information, including complaints, disputes, accidents, insurance matters and security incidents.
  • Images or recordings, where relevant and notified, including CCTV footage at our office or photographs and videos relating to property marketing, inspections or maintenance.
  • Sensitive information where reasonably necessary and lawful to collect, including health information, disability information, family violence or safety information, criminal history or other sensitive information relevant to a tenancy, employment, incident, complaint or legal requirement.

2. AML/CTF Information We May Collect From 1 July 2026

From 1 July 2026, Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) obligations apply to real estate businesses when providing designated services, including brokering the sale, purchase or transfer of real estate.

Where we provide a designated service, we may be required or authorised by law to collect, verify, use, disclose and retain additional information about customers and transactions.

For AML/CTF purposes, a customer may include both parties to a real estate transaction. For example, where we act as a seller’s agent and broker a sale, AML/CTF obligations may apply to both the seller and the buyer once the designated service begins.

AML/CTF information may include:

  • Identity information, including your name, date of birth, residential address and identity documents.
  • Information about people acting on behalf of a customer, including attorneys, company officers, trustees, agents and authorised representatives.
  • Information about companies, trusts, partnerships, associations and other entities, including ownership, control, beneficial ownership, trustee and beneficiary information.
  • Information necessary to understand the nature and purpose of the transaction or business relationship.
  • Customer risk information, including whether a person may be a politically exposed person, connected with a high-risk jurisdiction, subject to targeted financial sanctions or otherwise considered higher risk.
  • Source of funds and, where appropriate, source of wealth information and supporting documents.
  • Records of identity verification, risk assessments, ongoing customer due diligence, enhanced due diligence, unusual activity reviews and decisions made under our AML/CTF program.
  • Information required for reports, records or enquiries involving AUSTRAC, law enforcement or other regulators.

We may collect and verify AML/CTF information directly from you, your authorised representatives, reliable and independent documents or data sources, electronic identity verification providers, sanctions or politically exposed person screening providers, public registers, conveyancers, legal representatives and other sources permitted by law.

We may also use third-party AML/CTF compliance platforms or service providers to process identity verification, sanctions screening, customer risk assessments, source of funds or source of wealth checks, recordkeeping and other compliance obligations.

If you do not provide information required for AML/CTF purposes, we may be unable to provide or continue providing the relevant service, may need to delay the service, or may be required to take other steps under our AML/CTF program. We may also be restricted by law from disclosing certain AML/CTF-related suspicions, reports or investigations.

3. How We Collect Personal Information

We usually collect personal information directly from you when you:

  • Contact us.
  • Inspect a property.
  • Complete a form.
  • Attend an auction.
  • Submit an application.
  • Sign an authority or contract.
  • Use our website.
  • Apply for employment.
  • Make a payment.
  • Deal with our staff.
  • Request or receive our services.

We may also collect personal information from third parties where it is reasonable and lawful to do so, including vendors, rental providers, renters, buyers, referees, employers, agents, representatives, conveyancers, legal advisers, building and trades contractors, strata or owners corporation managers, public registers, property portals, identity verification providers, AML/CTF screening providers, government agencies, courts, tribunals and regulators.

If you provide us with another person’s personal information, you must only do so with appropriate authority and, where reasonable, ensure that person is aware of this Privacy Policy.

4. Open Homes, Inspections and Auctions

When you attend an open for inspection, private inspection or auction, we may collect your:

  • Name
  • Contact details
  • Attendance details
  • Property interests
  • Feedback
  • Enquiry details
  • Identity documents (where relevant)
  • Auction registration information (where applicable)

We collect this information to:

  • Manage property access and safety.
  • Inform the vendor or rental provider about attendance and buyer interest.
  • Respond to your enquiries.
  • Provide property documents and updates.
  • Negotiate or record offers.
  • Manage auction arrangements.
  • Comply with our legal and agency obligations.
  • Contact authorities or insurers if an incident, accident or suspected offence occurs.

We may also use your contact details to let you know about similar properties or services that may interest you. You can opt out of receiving marketing communications at any time by using the unsubscribe link in our messages or by contacting us directly.

Some properties may have cameras, smart doorbells, CCTV, audio/video systems or other recording devices installed by the owner, rental provider, renter, resident or occupier.

These devices are not owned, operated or controlled by us. Any recordings collected by these devices are handled by the person who installed or operates them.

Where we become aware that recording devices may affect an inspection, we will take reasonable steps to manage the situation, which may include asking the owner, rental provider, renter, resident or occupier to notify attendees, disable the device where appropriate, or otherwise comply with applicable law.

5. Why We Collect, Use and Disclose Personal Information

We collect, hold, use and disclose personal information for purposes connected with our real estate agency operations, including to:

  • Provide sales, leasing, property management, appraisal, auction, inspection, marketing and related real estate services.
  • Communicate with you, respond to enquiries, send requested information, arrange appointments and manage ongoing relationships.
  • Prepare, negotiate, administer and enforce authorities, contracts, leases, applications, maintenance arrangements, payments and other transaction records.
  • Assess applications, references, identity, authority, eligibility, property interests and risk.
  • Manage trust accounting, invoices, payments, commissions, refunds, deposits, bonds and other financial administration.
  • Conduct AML/CTF customer due diligence, ongoing due diligence, risk assessments, screening, reporting and recordkeeping where required or authorised by law.
  • Conduct AML/CTF compliance checks using third-party compliance platforms or service providers where required or authorised by law.
  • Send service, administrative, support, security, safety and transactional communications.
  • Send marketing and promotional communications where permitted by law and subject to consent and opt-out requirements.
  • Conduct surveys, competitions, promotions and events where you choose to participate.
  • Recruit, employ, train and manage employees and contractors.
  • Handle complaints, disputes, incidents, insurance claims, legal matters and regulatory enquiries.
  • Maintain and improve our website, systems, business operations, governance, security and customer experience.
  • Comply with legal obligations and lawful requests from courts, tribunals, regulators, government agencies and law enforcement bodies.

6. Direct Marketing and Cookies

We may send you direct marketing communications about properties, services, events or other information we believe may be of interest to you.

We comply with the Spam Act 2003 (Cth) and all other applicable marketing laws. Commercial electronic messages will:

  • Clearly identify us.
  • Include our contact details.
  • Provide a functional unsubscribe option.

You may opt out of receiving marketing communications at any time.

Please note that even if you opt out of marketing, we may still send you communications that are necessary to:

  • Complete a transaction.
  • Provide a requested service.
  • Manage a tenancy.
  • Manage a property.
  • Meet our legal obligations.
  • Address safety or security matters.
  • Carry out other administrative purposes.

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

  • Operate the website.
  • Understand how visitors use our website.
  • Improve our services.
  • Support advertising or remarketing where applicable.

You can change your cookie preferences through your web browser or device settings. Please note that disabling cookies may affect the functionality of some parts of our website.

7. Who We Disclose Personal Information To

We may disclose your personal information where it is reasonably necessary for the purposes described in this Privacy Policy, including to:

  • Our directors, employees, contractors, agents and related entities.
  • Vendors, rental providers, buyers, renters, prospective buyers or renters, guarantors and authorised representatives involved in a transaction or service.
  • Property portals, marketing platforms, inspection booking systems, customer relationship management (CRM) systems, property management software, trust accounting systems, payment processors, IT providers, cloud storage providers, email service providers and communication platforms.
  • Identity verification providers, AML/CTF compliance providers, sanctions screening providers, fraud prevention providers and risk management service providers.
  • Third-party AML/CTF compliance platforms or service providers that process identity verification, sanctions screening, politically exposed person screening, customer risk assessments, source of funds or source of wealth checks, compliance records and other AML/CTF-related checks.
  • Conveyancers, lawyers, accountants, auditors, insurers, valuers, building consultants, tradespeople, strata managers, owners corporation managers, utility providers and other professional or operational service providers.
  • Referees, employers, recruitment providers, payroll providers, training providers and human resources advisers.
  • Courts, tribunals, dispute resolution bodies, regulators, government agencies, law enforcement bodies and AUSTRAC where required or authorised by law.
  • A purchaser or prospective purchaser of our business or assets, subject to appropriate confidentiality obligations.
  • Any other person or organisation that you authorise, or where disclosure is otherwise required or permitted by law.

8. Overseas Disclosure and Storage

We store most of our agency records in Australia.

Some service providers that we use, or may use, provide cloud hosting, technical support, analytics, marketing, identity verification or other technology services that may involve access to, storage of, or processing of personal information outside Australia.

The countries involved may vary depending on the service provider and their systems.

Where the Privacy Act 1988 (Cth) requires us to take steps before disclosing personal information overseas, we will take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with the Australian Privacy Principles (APPs), unless an exception applies.

9. Security and Retention

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

These steps may include:

  • Access controls.
  • Password protection.
  • Staff training.
  • Secure systems.
  • Role-based access permissions.
  • Confidentiality obligations.
  • Secure disposal procedures.
  • The use of reputable service providers.

While we take reasonable precautions to protect your information, no method of transmitting or storing information is completely secure.

If we become aware of a data breach, we will assess and respond in accordance with our legal obligations, including the Notifiable Data Breaches Scheme, where applicable.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to satisfy our:

  • Business requirements.
  • Recordkeeping obligations.
  • Legal obligations.
  • Regulatory obligations.
  • Insurance requirements.
  • Dispute resolution obligations.
  • Employment obligations.
  • Tax obligations.
  • Property management obligations.
  • Trust accounting obligations.
  • AML/CTF obligations.

When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it unless we are required or permitted by law to retain it.

10. Access and Correction

You may request access to the personal information we hold about you and ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

We will respond to requests for access or correction within a reasonable time.

Before processing your request, we may need to verify your identity to help protect your personal information.

In some circumstances, the Privacy Act 1988 (Cth) or another applicable law may allow us to refuse access or correction, or provide access in a particular manner.

If we refuse your request, we will explain the reasons where it is reasonable and lawful to do so.

11. Anonymity and Pseudonymity

Where it is lawful and practicable, you may deal with us anonymously or by using a pseudonym.

However, this will not be practicable for many of our real estate services because we need to know who we are dealing with in order to:

  • Provide our services.
  • Manage access to properties.
  • Communicate with buyers, sellers, renters and rental providers.
  • Comply with contractual obligations.
  • Meet legal and regulatory requirements.
  • Maintain trust accounting records.
  • Comply with AML/CTF obligations for designated services.

12. Children

Our services are not directed to children.

We do not knowingly collect personal information from children unless it is reasonably necessary for:

  • A tenancy or property management matter.
  • An employment-related matter.
  • A safety or welfare issue.
  • A legal requirement.
  • Circumstances where a parent, guardian or authorised representative provides the information on the child’s behalf.

13. Complaints

If you have a privacy question, concern or complaint, please contact our Privacy Officer in writing.

Privacy Officer

Postal Address
22 Kingston Downs Drive
Ocean Grove VIC 3226

Email
melissa@oceangroverealestate.com.au

Please provide enough information for us to understand and assess your question, concern or complaint.

To help us maintain an accurate written record, we ask that privacy questions, concerns and complaints be submitted by post or email.

We will acknowledge your complaint and respond within a reasonable time, usually within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Website: https://www.oaic.gov.au

14. Automated Decisions

At the date of this Privacy Policy, we do not use computer programs or automated decision-making systems to make decisions based solely on personal information where those decisions could reasonably be expected to significantly affect a person’s rights or interests without human involvement.

If this changes, we will update this Privacy Policy as required by applicable law.

15. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our:

  • Business practices
  • Systems
  • Services
  • Legal and regulatory obligations

The current version of this Privacy Policy will always be available on our website or can be provided upon request.