Privacy Policy

1. Who we are

This Privacy Policy applies to Shai-Marree Rhodes trading as SMR Realty (ABN 24 604 895 400, Queensland real estate licence 4852101), a dedicated property management agency based in Eimeo, Queensland, servicing Mackay, the Northern Beaches and surrounding areas.

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, together with our obligations under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld) and the Property Occupations Act 2014 (Qld). This policy explains what we collect, why we collect it, and what control you have over it.

2. Information we collect

The information we collect depends on your relationship with us.

If you are a property owner or prospective client

• Name, email address, phone number and postal address
• Details of the property or properties you own, including title, insurance and mortgage details where relevant
• Bank account details for rental disbursements
• Tax file number or ABN where required for financial reporting
• Correspondence, maintenance instructions and management agreements

If you are a tenant or rental applicant

• Name, contact details and details of other proposed occupants
• Identification documents, proof of income and employment details
• Rental history and references from previous agents or landlords
• Results of tenancy database checks
• Tenancy agreements, condition reports, inspection photographs and maintenance requests
• Rent payment history and any arrears or breach records

If you visit our website

• IP address, browser and device type, pages viewed and time spent on the site
• Any details you submit through our appraisal request or newsletter forms

3. How we collect it

Wherever it is reasonable and practical, we collect personal information directly from you: through our website forms, by phone, email or message, at inspections and open homes, and through rental application forms.

We may also collect information about you from third parties, including previous agents and landlords, employers and referees you nominate, tenancy databases, your co-applicants, tradespeople attending your property, and publicly available property records. Where we collect information from a third party, we take reasonable steps to make sure you are aware of it.

4. How we use your information

We use personal information to:

• Assess rental applications and verify the information provided in them
• Prepare, manage and renew tenancy agreements
• Collect rent, manage arrears and disburse funds to owners
• Arrange repairs, maintenance and routine inspections
• Prepare owner statements, market appraisals and end of financial year reporting
• Communicate with you about your property, tenancy or enquiry
• Send you newsletters or market updates where you have asked to receive them
• Meet our legal, regulatory and insurance obligations

If you do not provide the information we ask for, we may not be able to process your rental application, manage your property, or respond to your enquiry.

5. Who we share it with

We may disclose your personal information to:

• The owner of the property you have applied for or are renting
• Tradespeople and contractors attending the property
• Our property management software provider and other IT service providers
• Tenancy databases, in the limited circumstances described in section 6
• Referees, previous agents and landlords, for the purpose of verifying an application
• Insurers, including landlord insurers assessing a claim
• Accountants, auditors, lawyers and debt collection agencies where necessary
• Courts, tribunals including QCAT, the Residential Tenancies Authority, and government agencies where required or authorised by law

We do not sell your personal information, and we do not disclose it to third parties for their own marketing purposes.

6. Tenancy databases

As part of assessing a rental application we may check tenancy databases to confirm your rental history. If a listing exists, we will tell you the name of the database, the agency that made the listing, and how to contact them.

We will only list a person on a tenancy database in the circumstances permitted by Queensland law, and only after giving written notice and a reasonable opportunity to respond. Listings must be accurate, complete and unambiguous, and you have the right to have an incorrect listing amended or removed.

7. Storage, security and retention

Personal information is held in our property management software and in secure electronic and physical records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure, including access controls, secure passwords and restricted staff access.

No method of transmission or storage is completely secure. If we become aware of a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme. We keep personal information for as long as needed for the purpose it was collected and to meet our legal record keeping obligations, then destroy or de-identify it.

8. Access and correction

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date or incomplete. Contact us using the details in section 13. We will usually respond within 30 days and may need to verify your identity first.

There is no fee for making a request, though we may charge a reasonable cost for providing copies of extensive records. If we refuse a request we will explain why in writing.

9. Cookies and website analytics

Our website uses cookies and similar technologies to keep the site working properly and to understand how visitors use it. Most browsers let you refuse or delete cookies, though some parts of the site may not function correctly if you do.

Our site may also include embedded content from third parties such as Google Maps and social media platforms. Those providers may collect information about you under their own privacy policies, which we do not control.

10. Overseas disclosure

Some of the service providers we use, including cloud software and email providers, may store data on servers located outside Australia. Where this happens we take reasonable steps to ensure those providers handle your information consistently with the Australian Privacy Principles.

11. Complaints

If you believe we have mishandled your personal information, please contact us first using the details in section 13. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can refer the matter to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. Tenancy related complaints can also be raised with the Residential Tenancies Authority on 1300 366 311.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The current version will always be published on this page with the date it took effect. We encourage you to review it periodically.

13. Contact us

For any privacy question, access request or complaint, contact: