Privacy Policy

1. Why we collect your personal information

We collect and use your personal information for the purpose of carrying out our business of providing real estate agency services. This also includes sending you information about our goods and services, newsletters and updates, offers and communicating changes to our goods, services or terms and conditions.

2. The personal information we collect about you

In the process of conducting our business, we collect a range of personal information about our current and prospective clients, suppliers, agents, service providers and other business associates. The type of personal information that we may collect about you includes:

• identity and contact information: first name, last name, date of birth, address, telephone numbers, e-mail address, occupation, form of identification (i.e. driver’s license or passport);
• property ownership details: properties owned and properties sold;
• profile information: telephone number, any desired property preferences, feedback and survey responses;
• rental tenant information: employment details (i.e. employment status, employer, salary, length of employment), sources of income and referees.
• device information: computer software, mobile operating system;
• usage information: use of the Website including, but not limited to, traffic data and other communication data;
• marketing and communications information: preferences to receive marketing from us and third parties and communication preferences; and
• location information: current location disclosed by GPS or similar technology.

3. How we will use your personal information

We will only use your personal information as permitted by the Act and APPs. Most commonly we will use your personal information to:

• deliver our goods and services to you;
• manage our relationship with you including notifying you of changes to any of our goods and services or offerings;
• enable you to participate in a survey;
• administer and protect our business and the Website including troubleshooting, data analysis and system testing;
• deliver content and advertisements to you;
• provide recommendations to you about goods and services which may interest you;
• measure and analyse the effectiveness of the advertising we serve you; and
• monitor trends so we can improve the Website.

We may also use the information we collect about you by making it anonymous (deidentified) and then creating statistical or demographic data. For example,  we may use deidentified usage data to calculate the percentage of users accessing a specific page of the Website.

4. Circumstances where we collect your personal information and you may not be aware

• Cookies: We use cookies, pixel-tags and other tracking technologies. Cookies are small files that are transferred to your computer or device and enable us to recognise your browser, remember certain information including your preferences and make your experience with the Website more convenient and effortless. If you don’t want information collected through cookies you can configure your computer or device so that it disables or rejects them.
• Google Analytics: We also use Google Analytics to track your use of the Website. Google Analytics is an analytics service provided by Google that places cookies on your computer or device. The information generated by the cookies about your use of the Website is transmitted to Google. This information is then used for the purpose of compiling statistical reports enabling us to analyse when you use the Website, the average time spent on the Website and the features of the Website used. You should be able to configure your computer or device to disable Google Analytics.

5. Collection of your personal information from third party sources

Our preference is to collect your personal information directly from you as this is the best way to ensure its accuracy. We may also collect your personal information from third parties and public sources such as Google, social media providers (LinkedIn, Instagram, Facebook and X), Land registry offices, Residential Tenancies Bond Authority and other property and rental databases, advertisers and referrals.

We do not warrant that these third party sources have the same level of privacy protection as us, and you should review their privacy policies to ensure compliance with the Act.

6. Sensitive Information

We do not currently collect sensitive information and will not do so in the future without first obtaining your written consent.

7. Direct Marketing

We use your personal information to send you marketing materials and information about our goods, services and offers. If you change your mind in the future, you may withdraw your consent to receive direct marketing by using the opt-out option provided in the marketing communication or by emailing us at boxhill@chn.group.

8. Consequences of you not providing your personal information

Wherever it is lawful and practical, you have the option of using a pseudonym or not identifying yourself when dealing with us. However, by not providing your personal information to us you acknowledge that it may affect our ability to provide our full range of goods and services to you.

9. Who we are likely to disclose your personal information to

We may disclose your personal information to other service providers to assist us to provide our goods and services to you. These service providers may include:

• internal entities such as other companies within our group;
• Land registry offices and Residential Tenancies Bond Authority;
• property and rental database providers;
• website analytics providers;
• email and text message distribution providers;
• third party delivery services (e.g. Australia Post, courier companies, outsourced delivery drivers);
• advertising agencies;
• signwriters and copyrighters;
• building and garden maintenance providers;
• IT and system administration services and support providers;
• payment processing providers;
• credit reporting agencies;
• market research providers;
• website hosting providers;
• vendor and customer interface providers;
• CRM software providers;
• cyber security system providers; and
• any other agents we engage to provide services to you.

10. Disclosure to overseas entities

We will always endeavour to store your information on an Australian server. However, in circumstances where this is not possible, we may disclose your personal information to an overseas entity. Where we disclose your personal information outside of Australia, we will take reasonable steps to ensure that your personal information is treated securely in accordance with our privacy policy and laws equivalent or similar to the Act.

11. Security

We will take reasonable steps to ensure that personal information held by us is stored in a manner that reasonably protects it from misuse, interference, loss, unauthorised access, modification or disclosure. When your personal information is no longer needed, we will take reasonable steps to destroy or permanently de-identify it.

12. Accessing and updating your personal information

You may request to access or update the personal information we hold about you by contacting us at boxhill@chn.group. We will endeavour to respond to your request within 30 days of receipt. Your request will need to include enough information for us to identify you (e.g. full name, address, telephone numbers, email address). We will provide you with a copy of your personal information that we hold unless:

• we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety;
• giving access would have an unreasonable impact on the privacy of another individual;
• your request for access is frivolous or vexatious;
• the information relates to legal proceedings, may prejudice negotiations, investigations or other enforcement related activities; or
• giving access is unlawful.

13. Making a complaint about our handling of your personal information

If you have a concern or complaint relating to our handling of your personal information or any breaches of the APPs, please notify us at boxhill@chn.group by outlining the nature of the complaint. We will endeavour to respond to your complaint within 30 days of receipt. If the complaint is unresolved, you are not satisfied with the outcome of the complaint or the way in which we have handled your complaint, you may contact the Office of the Australian Information Commissioner.

This privacy policy was last updated March 2025.