Privacy Policy

Privacy Policy – Etch Real Estate

Effective date: 11 June 2026
Business name: Etch Real Estate
Contact: [email protected]

1. Our commitment to privacy

Etch Real Estate respects the privacy of our clients, customers, tenants, prospective tenants, landlords, vendors, purchasers, guests, contractors, suppliers and other individuals who interact with our business.

As a real estate agency operating in New South Wales, we collect and handle personal information as part of our sales, leasing, property management, short-term rental management, marketing, client service, compliance and business administration activities.

This Privacy Policy explains how we collect, use, disclose, store, secure and manage personal information. It is intended to support our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which require organisations covered by the Act to manage personal information in an open and transparent way.

This policy also forms part of our broader supervision, compliance and operational procedures under the Property and Stock Agents Act 2002 (NSW), the Property and Stock Agents Regulation 2022 (NSW) and the NSW Fair Trading Supervision Guidelines. NSW Fair Trading’s supervision framework includes information security and privacy procedures as part of proper agency supervision.

2. What personal information we collect

The personal information we collect depends on the nature of your relationship with us. It may include:

your name, address, email address, phone number and other contact details;
date of birth;
identification documents, where reasonably required;
property ownership or occupancy details;
tenancy application information;
employment, income, rental history and reference information;
emergency contact details;
payment, bond, rent, invoice and trust account-related information;
communications with us, including emails, text messages, phone notes and inspection records;
information about properties you own, rent, inspect, purchase, sell or enquire about;
maintenance, repair, insurance and contractor information;
short-term accommodation booking and guest information;
marketing preferences;
website, enquiry and digital interaction information;
information required by law, regulation, professional rules or agency compliance obligations.

We only seek to collect personal information that is reasonably necessary for our functions and activities.

3. Sensitive information

We generally do not collect sensitive information unless it is reasonably necessary for our business activities, you have consented, or the collection is authorised or required by law.

Sensitive information may include information about health, racial or ethnic origin, criminal record, biometric information or other information classified as sensitive under the Privacy Act.

Where sensitive information is collected, we will handle it with additional care.

4. How we collect personal information

We may collect personal information directly from you when you:

make an enquiry;
inspect a property;
submit a tenancy application;
apply for or enter into a residential tenancy agreement;
engage us to sell, lease or manage a property;
make an offer to purchase or lease a property;
book or stay in short-term accommodation managed by us;
communicate with us by phone, email, website, text message, social media or in person;
subscribe to our marketing or property updates;
provide documents to us;
complete forms or agreements;
interact with our website or online systems.

We may also collect information from third parties, including:

landlords, vendors, purchasers, tenants and prospective tenants;
referees, employers and previous property managers;
strata managers, building managers and owners corporations;
conveyancers, solicitors, financial institutions and mortgage brokers;
insurers, tradespeople, valuers and contractors;
government agencies, tribunals, courts and regulators;
identity verification providers;
tenancy application platforms and property technology providers;
publicly available sources, including property records and marketing platforms.

For tenancy applications, we aim to follow NSW Fair Trading guidance by collecting only information that is reasonably necessary to assess the application and manage the tenancy relationship. NSW Fair Trading has issued best-practice guidance for agents, landlords and third-party tenancy application platforms dealing with tenant personal information.

5. Why we collect, use and disclose personal information

We collect, use and disclose personal information for purposes including:

responding to enquiries;
arranging property inspections;
assessing tenancy applications;
preparing, managing and administering tenancy agreements;
managing rent, bonds, invoices, outgoings and trust account-related matters;
managing repairs, maintenance, access and contractor attendance;
managing landlord, vendor, purchaser, tenant and guest relationships;
marketing properties for sale, lease or short-term accommodation;
conducting sales campaigns, leasing campaigns and property management services;
preparing agency agreements, sales advice, leasing documents and property records;
managing short-term rental bookings, guest communications and property access;
communicating with clients, customers, contractors and service providers;
complying with legal, regulatory, taxation, insurance, accounting and audit obligations;
managing complaints, disputes, tribunal matters, insurance claims and legal matters;
maintaining business records;
improving our services, systems, supervision and compliance practices;
preventing fraud, unauthorised access, cyber incidents and misuse of information;
complying with directions, notices or requests from courts, tribunals, regulators or law enforcement bodies.

Under the Property and Stock Agents Regulation 2022, agents must act honestly, fairly and professionally, exercise reasonable skill, care and diligence, and must not use or disclose confidential information unless authorised or required by law. NSW Fair Trading identifies these obligations as relevant to the handling of tenant personal information.

6. Tenancy applications and tenant personal information

When handling tenancy applications, Etch Real Estate will seek to collect only the information reasonably necessary to assess the application, communicate with the applicant, verify relevant details and, where applicable, manage the tenancy.

We will not knowingly collect excessive, irrelevant or unnecessarily intrusive information from applicants. We also recognise that renters may be in a vulnerable position when applying for housing, and we aim to handle tenant information fairly and proportionately.

Information provided by unsuccessful applicants will be retained only for as long as reasonably necessary for legitimate business, legal, audit or dispute-management purposes, and will then be securely destroyed, deleted or de-identified where appropriate.

7. Disclosure of personal information

We may disclose personal information to:

landlords, vendors, purchasers, tenants, prospective tenants and occupants where reasonably necessary;
property owners and their authorised representatives;
tradespeople, contractors, inspectors and service providers;
strata managers, building managers and owners corporations;
solicitors, conveyancers, accountants, auditors and insurers;
tenancy database operators, where legally permitted;
tenancy application, property management, booking, payment, inspection and CRM software providers;
marketing platforms, portals and advertising providers;
government agencies, regulators, tribunals, courts and law enforcement bodies;
technology, cyber security, cloud hosting, email, document management and data storage providers;
professional advisers and consultants;
any other person or organisation where disclosure is authorised by you, reasonably necessary for our services, or required or permitted by law.

We do not sell personal information.

8. Use of third-party platforms

Etch Real Estate may use third-party platforms to assist with property management, tenancy applications, inspections, maintenance, short-term rental bookings, payments, marketing, document signing, identity verification, communications and customer relationship management.

Where we use third-party platforms, we take reasonable steps to consider the privacy and information security practices of those providers. NSW Fair Trading’s Supervision Guidelines require agencies to consider privacy and information security risks associated with third-party platforms and technology used in agency operations.

Users of third-party platforms should also review the privacy policies and terms of those providers.

9. Direct marketing

We may use your personal information to send you property updates, market insights, newsletters, invitations, service information or other marketing communications where permitted by law.

You may opt out of direct marketing at any time by using the unsubscribe function in our communications or by contacting us directly.

We will not use sensitive information for marketing without your consent.

10. Website, cookies and analytics

When you visit our website, we may collect information such as your IP address, browser type, device information, pages visited, time spent on the site and enquiry activity.

We may use cookies, analytics tools and similar technologies to improve our website, understand user behaviour, measure marketing performance and enhance our services.

You can usually adjust your browser settings to refuse or limit cookies. Some website features may not function properly if cookies are disabled.

11. Data security

Etch Real Estate takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Our security measures may include:

access controls;
password and authentication requirements;
staff training and supervision;
secure document management;
secure disposal and deletion procedures;
use of reputable software and cloud providers;
cyber security monitoring and updates;
limitations on access to personal information based on role and need;
internal procedures for handling personal information;
review of third-party platform risks.

Under the Australian Privacy Principles, organisations must take reasonable steps to protect personal information they hold.

12. Data breaches

If we become aware of a suspected or actual data breach, we will take reasonable steps to contain the incident, assess the risk, reduce potential harm and comply with any notification obligations.

Where the Notifiable Data Breaches scheme applies, an eligible data breach may require notification to affected individuals and the Office of the Australian Information Commissioner. The OAIC explains that notification must include recommendations about steps individuals should take in response to the breach.

13. Overseas disclosure

Some of our technology, cloud, software, communication or data storage providers may store or process information outside Australia.

Where personal information is disclosed overseas, we will take reasonable steps to ensure that the disclosure complies with applicable privacy laws, unless an exception applies.

14. Accessing and correcting your personal information

You may request access to personal information we hold about you.

You may also request correction if you believe the information is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. In some circumstances, we may refuse access or correction where permitted by law, including where providing access would breach another person’s privacy, prejudice legal proceedings, reveal commercially sensitive information, or be otherwise unlawful.

15. Retention and destruction of personal information

We retain personal information only for as long as reasonably necessary for our business, legal, regulatory, insurance, accounting, taxation, dispute-management and compliance purposes.

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

16. Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first so that we can review and respond to your concerns.

Privacy contact:
Etch Real Estate
Email: [email protected]
Phone: (02) 9949 4511

We will aim to acknowledge your complaint within a reasonable time and respond after making appropriate enquiries.

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

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, technology, legal obligations, supervision procedures or regulatory guidance.

The current version will be published on our website.