Stockdale & Leggo Privacy Policy
At Stockdale & Leggo we are committed to protecting your personal information.
This Privacy Policy explains how Stockdale & Leggo Franchising Pty Ltd (the Franchisor) and the independently owned and operated Stockdale & Leggo offices (each an Office, and together with the Franchisor, we, us, our, or the Stockdale & Leggo Network) collect, use, store and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Some Stockdale & Leggo Offices are independently owned and operated and may be separate APP entities. This means the Franchisor and an Office may each handle personal information in their own right. This policy describes how personal information is handled across the network and the circumstances where information may be shared between the Franchisor and Offices.
By providing personal information to us, you consent to its collection, use and disclosure as described in this policy. We encourage you to read it carefully.
1. What personal information do we collect?
We collect personal information that is reasonably necessary to provide real estate services and operate our network. The type of information depends on how you interact with us and may include:
Contact details
Full name, residential and postal address, email address, phone number.
Identification, verification and AML/CTF details
Date of birth, place of birth, government-issued identification documents and document numbers (such as driver licence, passport, Medicare card or other identity documents), verification results, and information required for identity verification, customer due diligence, security, compliance, or as otherwise permitted or required by law.
Financial and tenancy related information
For example, payment details, income and employment information, rental history, references, and information relevant to assessing a rental application (including information from third parties where authorised).
Property and transaction information
Details about properties you enquire about, buy, sell, rent, lease or have managed, including property preferences, offers, sales and leasing documents, tenancy documentation, maintenance and inspection records, and communications relating to those matters.
Communications and interactions
Records of communications with us (emails, phone calls, messages, meeting notes, online chats) and interactions at inspections, auctions and appointments.
Website and digital platform
Information collected through our websites and digital platforms such as IP address, device and browser details, pages visited, referral source, and usage data collected via cookies and analytics tools.
Biometric information and other information you provide
Where electronic identity verification is used, we may collect biometric information, such as a facial image or short video used to verify your identity. We may also collect any additional information you provide to us (for example, feedback, survey responses, complaints, or information you submit through forms).
2. How do we collect personal information?
We collect personal information in a number of ways.
Directly from you
Including when you:
- enquire about a property online, by phone, email or in person
- attend an inspection, open home or auction
- request an appraisal or list a property for sale or lease
- make an offer, enter into a contract, or otherwise transact
- submit a rental application or tenancy related request
- engage us for property management services
- subscribe to updates, newsletters, or property alerts
- complete forms, surveys, promotions, or provide feedback
- provide verification documents, complete identity checks, or consent to electronic identity verification.
From third parties (where permitted by law, or with your consent where required)
Including from:
- real estate portals or advertising platforms where you submit an enquiry
- rental databases, referees, previous rental providers, employers (typically in connection with rental applications and with appropriate authority)
- credit reporting bodies where applicable and permitted
- conveyancers, solicitors, lenders, brokers, valuers, inspectors, trades and other service providers involved in a transaction or property service
- government agencies, public registers, identity verification providers, government document issuing authorities and official record holders where required or permitted by law or where you have provided consent.
From publicly available sources
Such as public registers and publicly accessible online sources, including social media where information is made publicly available.
From our websites and systems
Including via cookies and similar technologies used to provide and improve digital services.
3. Why do we collect, use and disclose personal information?
We collect, use and disclose personal information for purposes connected with providing real estate services and operating the Stockdale & Leggo Network, including:
Providing real estate services
Including sales, leasing and property management services, marketing campaigns, inspections, auctions, tenancy management, maintenance coordination, and related administration.
Facilitating transactions and tenancy processes
Including preparing and managing contracts, offers, applications, settlement coordination, tenancy agreements, condition reports, and communication with relevant parties.
Network operations and support
Including:
- operating and supporting shared systems used by the network (such as CRM platforms, marketing tools, intranet resources, training portals and reporting tools)
- quality assurance, compliance oversight, risk management, audit support and dispute handling
- franchise support services, training and operational guidance.
Communication
Responding to enquiries, providing updates, service information, and maintaining our relationship with you.
Marketing and research
Sending property updates, market information, invitations, and promotional material that may be relevant to you, and conducting surveys or requesting reviews. You can opt out of direct marketing at any time.
Legal and regulatory compliance
Meeting obligations under applicable laws and regulations, including privacy, consumer protection, real estate laws, anti-money laundering and counter-terrorism financing (AML/CTF) requirements and other requirements relevant to our services. Where applicable, this may include customer due diligence, identity verification, record keeping, monitoring, reporting to regulators or authorities, and detecting or preventing fraud as required or authorised by law.
Security and risk management
Protecting people and property, investigating incidents, preventing fraud, maintaining cyber security, and protecting our systems and business.
4. Identity verification, DVS and biometric information
To meet our legal and regulatory obligations, including AML/CTF requirements, and to protect against fraud and identity theft, we may verify your identity electronically or manually.
Electronic identity verification and the Document Verification Service (DVS)
Where you have consented, we may use electronic identity verification services, including the Australian Government Document Verification Service (DVS). Your name, date of birth and identity document details may be securely checked against records held by the relevant Commonwealth, State or Territory authority or official record holder that issued the document. This may include passport offices, driver licence authorities, the Department of Home Affairs, Births Deaths and Marriages, or other authorised record holders.
The relevant authority checks whether the details you have provided match the records it holds. We do not receive a copy of your government records. We generally receive a match result only, confirming whether the details match or do not match.
Identity verification providers
This process may be carried out through accredited identity verification providers, including APLYiD (APLYiD Pty Ltd, ABN 36 632 866 794) and its authorised sub-providers. We may disclose personal information to those providers for identity verification, AML/CTF and related compliance purposes.
Biometric information
As part of electronic identity verification, we may collect biometric information, such as a facial image or short video of you holding your identity document. Biometric information may be used to confirm that you are a real person and physically present, match your image to the photograph on your identification document, and reduce the risk of fraud and identity theft. Biometric information is sensitive information under the Privacy Act. We only collect and use it for identity verification and related compliance purposes, and only where you have provided consent.
Consent
By providing your personal information and completing the identity verification process, you consent to the collection, use and disclosure of your personal information for identity verification, AML/CTF and related compliance purposes; the collection and use of biometric information such as a facial image or video for identity verification; your information being checked against records held by Commonwealth, State or Territory authorities or official record holders through the DVS; and your information being shared with our authorised identity verification providers, including APLYiD and its authorised sub-providers.
Your consent is voluntary. You may withdraw your consent by contacting us using the details in this policy. If you do not consent, withdraw consent, or do not provide the information we need, we may not be able to verify your identity electronically. In that case, we may need to verify your identity in another way, or we may not be able to provide services to you.
5. Who do we disclose personal information to?
We may disclose personal information to third parties where necessary for the purposes above, including:
Stockdale & Leggo Offices and the Franchisor
Personal information may be shared between an Office and the Franchisor, and sometimes between Offices, where necessary for:
- providing services across the network (for example, where you deal with more than one Office)
- lead management and referrals you request or reasonably expect
- operating network systems and databases
- network compliance, audit support, training, quality assurance, dispute resolution and risk management.
Parties involved in a transaction or tenancy
Such as vendors, purchasers, landlords (rental providers), renters, occupants, guarantors, and their representatives.
Professional advisers and service providers
Such as conveyancers, solicitors, mortgage brokers, valuers, building and pest inspectors, strata managers, insurers, auditors, consultants and accountants.
IT, identity verification and business support providers
Including software providers, hosting and cloud services, analytics providers, payment processors, marketing agencies, call providers, identity verification providers, electronic verification providers, Document Verification Service (DVS) gateways and authorised sub-providers, and debt recovery services.
Government, regulators and official record holders
Where required or authorised by law, including courts, tribunals, police, the OAIC, AUSTRAC, Commonwealth and State authorities, government document issuing authorities and official record holders through the DVS.
Referral partners
Where you request it or provide consent, we may refer you to third party providers (for example, utilities connection services, removalists, insurance providers).
Business sale or restructure
If there is a sale, merger or restructure involving part of our business, personal information may be disclosed as part of due diligence or transfer of assets, subject to appropriate confidentiality and legal requirements.
We take reasonable steps to ensure third parties handle personal information appropriately, including through contractual requirements where practical.
6. Your rights: access and correction
You may request access to the personal information we hold about you and request correction if it is inaccurate, incomplete or out of date. We will respond within a reasonable timeframe and may need to verify your identity.
In some circumstances, we may refuse access or correction where permitted by law and will explain why.
7. What happens if you do not provide personal information?
If you do not provide requested personal information, we may be unable to:
- register your attendance at inspections, open homes or auctions (where identification is required)
- contact you about a property or your enquiry
- process an offer, application, identity verification check, customer due diligence process, or provide services (including sales, purchase, rental application assessment or property management services).
8. Overseas disclosures
Some of our service providers (such as cloud hosting, software platforms, support services, or data processing providers) may store or process personal information overseas. Where this occurs, we take reasonable steps to ensure appropriate safeguards are in place consistent with the APPs.
9. Security and retention of personal information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Measures may include:
- access controls and authentication (including multi factor authentication where available)
- encryption and secure transmission methods where appropriate
- monitoring, patching, and vulnerability management
- staff training and confidentiality obligations
- secure storage and destruction processes.
We keep personal information only as long as needed for the purposes it was collected or as required by law, including applicable AML/CTF record keeping requirements, after which it is securely destroyed or de identified.
Notifiable Data Breaches
If an eligible data breach occurs that is likely to result in serious harm, we will notify affected individuals and the OAIC as required by law.
10. Automated decision making
We may use limited automated tools to assist with operations such as matching property alerts to preferences, prioritising enquiries, or assessing engagement with marketing communications. Where automation is used, we aim to use it responsibly and in a way that supports service delivery. You can contact us to request further information about how we use automated tools in relevant circumstances.
11. Privacy complaints
If you believe we have mishandled your personal information or breached the APPs, please contact us using the details below.
We will:
- acknowledge your complaint within a reasonable timeframe
- investigate and respond as soon as practicable (generally within 30 days)
- advise you if we need more time.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) (oaic.gov.au).
12. Changes to this policy
We may update this Privacy Policy from time to time. The latest version will be available on our website.
13. Contact us
Privacy Contact (Franchisor)
Email: admin@stockdaleleggo.com.au
Post: 5 Hamilton Place, Mount Waverley VIC 3149
If your enquiry relates to a specific Stockdale & Leggo Office, you can also contact that Office directly using the contact details published on that Office’s website or listing pages.