Privacy Policy

(last update 7 October 2026, previous updates 11 July 2026 3 Jul 2026, 9 Jan 2026 & December 2025)

Nelson Bay Real Estate Pty Ltd
ACN 001 980 016 / ABN 59 001 980 016
trading as Nelson Bay Real Estate
45 Donald Street, Nelson Bay NSW 2315
PO Box 299, Nelson Bay NSW 2315
Phone: (02) 4981 2655
Email: mail@nelsonbayrealestate.com.au
Website: www.nelsonbayrealestate.com.au

Nelson Bay Real Estate Pty Ltd, trading as Nelson Bay Real Estate, is committed to complying with its obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

The Privacy Act 1988 (Cth) allows personal information to be collected, used and disclosed for the purposes for which it was collected, and otherwise in accordance with that Act.

This Website Privacy Policy applies to personal information we collect, use or disclose in connection with this website and to electronic identity verification and AML/CTF compliance processes conducted by us, or on our behalf, through linked or third-party platforms.

We also have a broader Privacy Policy and Collection Notice which applies to personal information collected in the course of our real estate agency business, including sales, property management, leasing, appraisals, open homes, tenancy applications, property enquiries and compliance obligations. A copy of that policy is available on our website or by contacting our Privacy Officer.

This Website Privacy Policy may be revised, updated or replaced from time to time. We may notify users of any changes by posting the revised, updated or replaced Website Privacy Policy on this website. Any changes take effect on the date on which the revised, updated or replaced Website Privacy Policy is posted to this website.

Nelson Bay Real Estate Pty Ltd
Trading as Nelson Bay Real Estate and Tilligerry Real Estate
ABN 59 001 980 016 | ACN 001 980 016
Last updated 7 October 2026

About this policy

This policy explains how we collect, hold, use and disclose personal information when you use our websites or deal with our real estate agency. It covers sales, property management, leasing, appraisals, inspections, enquiries and identity verification. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

The collection notice at the end summarises how we handle information for identity verification and anti-money laundering and counter-terrorism financing (AML/CTF) compliance. We provide additional notices and obtain separate consent where a particular process requires it.

Personal information we collect

Names, contact details, addresses and communications with us.
Property ownership, transaction, agency agreement, tenancy and inspection information.
Employment, income, references, rental history and other information reasonably needed to assess a tenancy application or provide our services.
Identification and authority documents, and information about beneficial owners, representatives, source of funds or wealth and compliance screening where relevant.
Verification outcomes and, where electronic verification is used, photographs or other material described in the identity verification section.
Marketing preferences and website information such as IP address, browser type, pages visited and enquiry form submissions.

We collect only information reasonably necessary for our activities or required or authorised by law. Sensitive information is collected with consent where required, or under an applicable legal exception.

How we obtain information

We usually collect information directly from you through enquiries, forms, inspections, applications, agreements and communications. We may also obtain relevant information lawfully from your representatives, referees, other transaction parties, public records, property portals and service providers.

If you provide information about someone else, please make sure you are authorised to do so and direct them to this policy. We remain responsible for any notification or consent required of us.

Why we use personal information

We use personal information to respond to enquiries, arrange inspections and appraisals, assess applications, provide sales and property management services, negotiate transactions, administer leases and maintain business and trust account records. We also use it to check identity and authority, prevent fraud, manage complaints or disputes and comply with legal obligations.

AML/CTF checks apply where we provide a relevant designated service, such as brokering a property sale, purchase or transfer. Ordinary property management and residential leasing do not themselves require these AML/CTF checks. We may still need identification and ownership information for those services for other lawful purposes.

We may use information to improve our services and send permitted marketing communications. Any other use or disclosure must be permitted by law or supported by the consent required for that purpose.

Who may receive information

We disclose relevant information where necessary to provide our services, with consent where required, or where otherwise permitted by law. Recipients may include:

Owners, vendors, buyers, landlords, tenants and their authorised representatives.
Solicitors, conveyancers, other property agents, valuers, inspectors, strata managers, tradespeople, insurers and financial advisers or institutions involved in the matter.
Tenancy referees, property portals, electronic signing services, identity verification and compliance providers, and providers of business software, hosting, email, storage, support or marketing services.
Government agencies, regulators including AUSTRAC, courts, tribunals, law enforcement and professional advisers where disclosure is lawful.

If a proposed sale or transfer of our business requires disclosure of client records, we will limit disclosure to what is lawful and reasonably necessary and use appropriate confidentiality protections. We do not sell personal information for third-party marketing.

Overseas handling of information

We use Rex for our CRM and website, PropertyMe for property management and Dropbox for file storage. Information may be stored, processed or accessed outside Australia through these services and our compliance providers.

Rex states that Australian customer data is stored in Australian data centres, with possible overseas disclosures to the United States, United Kingdom and European Union. PropertyMe identifies Australian and United States recipients, including US providers for email, SMS and payment services. Dropbox identifies the United States and other worldwide locations; the arrangements depend on the account and services used. AML Assured identifies the United Kingdom and United States as possible overseas locations.

We take reasonable steps to ensure overseas recipients handle information consistently with the Australian Privacy Principles, unless a lawful exception applies. We identify countries where practicable and review relevant provider arrangements. Our Privacy Officer can provide further information. Publishing this policy does not obtain consent to waive those protections.

Identity verification and AML compliance

We use AML Assured Pty Ltd, ABN 27 693 940 706, to assist with customer due diligence and compliance. Relevant information may be handled by its verification and screening providers, authorised contractors and other service providers. We may also undertake checks directly or use another suitable provider where needed.

Depending on the checks required, we may collect your name, date of birth, address, identification document details and information about ownership, authority to act, occupation, business activities or the origin of funds. We may also obtain verification results and sanctions, politically exposed person or other relevant screening information.

Electronic checks may compare document details with official records, including through the Australian Government Document Verification Service (DVS). We obtain the required consent before submitting information for a consent-based check. DVS document matching is separate from any facial matching or liveness process.

Facial matching and consent

Where the verification method uses facial matching or liveness checking, the provider may request a photograph, facial image or short video. Biometric information used for automated verification or identification is sensitive information. We obtain clear, specific consent where required and explain the purpose and relevant disclosures before the process begins. This information is not used by us for direct marketing.

You may decline a consent-based electronic or biometric check and ask about another suitable method, such as sighting original documents or reviewing certified copies. If we cannot establish your identity or complete legally required checks, we may be unable to start or continue the relevant service.

You can withdraw consent to future consent-based processing by contacting our Privacy Officer. Withdrawal does not undo lawful processing already completed or remove legal record-keeping requirements.

Software that assists decisions

Our compliance systems may use personal information to match identity details, screen records and generate risk ratings or alerts. Relevant inputs include identification details, ownership and transaction information and screening results. These outputs may inform decisions about further checks, proceeding with a service or meeting reporting obligations.

Our staff assess relevant outputs and apply human judgement. A rating, match or alert is not by itself a final decision about you. Automated results can be inaccurate; you can contact us to correct information or raise concerns about a result, subject to legal restrictions on what we can disclose.

Storage security and retention

We hold records in Rex, PropertyMe, Dropbox, our compliance systems, email and paper files where needed. We take reasonable steps to prevent misuse, interference, loss and unauthorised access, alteration or disclosure. Measures are appropriate to the information and risks and may include access restrictions, secure transmission, staff procedures and oversight of providers. No internet transmission is completely secure.

We retain information for the period reasonably needed for its lawful purpose and any applicable legal retention period. Customer due diligence records are generally retained for seven years after the relevant business relationship ends or the occasional transaction is completed. Other record types have their own retention periods. A requirement to retain verification records does not necessarily require retaining every original identity image or recording.

When information is no longer required and there is no legal obligation to retain it, we take reasonable steps to securely destroy or de-identify it. Providers may apply different retention periods to source images and verification results. Their policies and the notices provided for the particular check explain those arrangements.

Website tracking and external links

Our website and its providers may use cookies, pixels and similar tools for website operation, security, usage analysis and advertising measurement. These tools may collect device, IP address, browsing and interaction information. We obtain consent where required for the particular collection, use or disclosure. Browser settings can control or delete cookies, although some features may be affected.

External websites have their own privacy policies. If we use an external provider to handle information on our behalf, our privacy obligations still apply to our involvement.

Marketing and your choices

We send marketing communications only where permitted by privacy and communications laws, obtaining consent where required. Marketing emails and SMS include an easy unsubscribe method. You can also contact our Privacy Officer to opt out. We honour email and SMS unsubscribe requests within five working days. Sensitive information is not used for direct marketing without consent.

Where practicable and lawful, you may make general enquiries anonymously or using a pseudonym. Identification may be necessary for inspections, applications, agreements or regulated services. If you do not provide information reasonably needed for a service, we may be unable to provide it.

Access correction and complaints

You can request access to personal information we hold about you or ask us to correct information that is inaccurate, outdated, incomplete, irrelevant or misleading. Contact our Privacy Officer by phone, email or post. We may need to verify your identity and clarify the request.

There is no fee to make a request or to correct information. A reasonable, non-excessive fee may apply to providing access; we will explain any proposed fee in advance. We respond within a reasonable time and aim to respond within 30 days.

If we lawfully refuse access or correction, we provide written reasons and information about complaint options, except where it would be unreasonable to give reasons. If correction is refused, you can ask us to associate a statement of your concern with the information. Some AML/CTF information is subject to legal confidentiality or disclosure restrictions.

If you have a privacy complaint, contact our Privacy Officer. We will acknowledge it promptly, investigate and aim to provide a written response within 30 days. If more time is needed, we will explain why and advise the expected response date. If you are dissatisfied or the matter remains unresolved, you can complain to the Office of the Australian Information Commissioner (OAIC).

Contact details

Privacy Officer
Nelson Bay Real Estate Pty Ltd
45 Donald Street, Nelson Bay NSW 2315
PO Box 299, Nelson Bay NSW 2315
Phone (02) 4981 2655
Email mail@nelsonbayrealestate.com.au
Website https://nelsonbayrealestate.com.au

OAIC
Phone 1300 363 992
Website https://www.oaic.gov.au
Post GPO Box 5288, Sydney NSW 2001

Provider privacy information
Rex https://www.rexsoftware.com/legal/privacy-policy
PropertyMe https://www.propertyme.com.au/privacy
Dropbox https://www.dropbox.com/privacy
AML Assured https://www.amlassured.com/privacy-policy

Changes to this policy

We may update this policy as our services, providers or legal obligations change. The current version and its revision date will be published on our website and a copy is available from our office. This policy explains our practices. Using our website does not itself provide consent for processing that requires separate consent.

Identity Verification Collection Notice

Nelson Bay Real Estate Pty Ltd
Trading as Nelson Bay Real Estate and Tilligerry Real Estate
Last updated 7 October 2026

We collect information to establish identity and authority, prevent fraud and meet applicable anti-money laundering and counter-terrorism financing (AML/CTF) obligations. These obligations apply to relevant designated services, including brokering property sales, purchases or transfers.

What we collect and who receives it

Depending on your circumstances, the checks may require your contact and identification details, documents, ownership and representative information, occupation, source of funds or wealth and compliance screening information. Electronic verification may also require a photograph or short video for facial matching or liveness checking.

Information may be collected directly from you or obtained lawfully from official records, screening sources or other relevant parties. We use AML Assured Pty Ltd, ABN 27 693 940 706, and its authorised providers to assist with checks. Relevant information may be disclosed to these providers, our authorised staff and advisers and authorities such as AUSTRAC where required or permitted by law.

Your choices and verification outcomes

We seek separate consent where required for electronic document checks or biometric verification. You may ask about an alternative suitable verification method. If information needed for legally required checks is not provided or identity cannot be satisfactorily verified, we may be unable to provide or continue the relevant service.

Software may generate matches, risk ratings and alerts that inform further checks and compliance decisions. Staff assess relevant results and apply human judgement. Contact us if you believe information is incorrect.

Storage and further information

Information may be processed overseas through our business and compliance providers. AML Assured identifies the United Kingdom and United States as possible locations; our full policy explains the other providers. We retain records for applicable legal periods and take reasonable steps to protect them. Source documents and biometric material may have different retention periods from verification records.

Our Privacy Policy and Collection Notice explains overseas handling, retention, access, correction, withdrawal of consent and complaints. It is available at https://nelsonbayrealestate.com.au/privacy-policy or from our Privacy Officer on (02) 4981 2655 or mail@nelsonbayrealestate.com.au. AML Assured’s policy is at https://www.amlassured.com/privacy-policy.