Draft — not yet reviewed
This document was prepared as a starting point and has not been reviewed by a lawyer. It is not legal advice. Have it settled by an Australian solicitor before the site goes live — particularly the clauses covering keys, access and liability. Text in [square brackets] still needs your input.
Privacy Policy
Last updated 28 July 2026
Caring for a property means holding information most businesses never touch — where your house is, when it is empty, how to get in, and what it looks like inside. This policy sets out exactly what we collect, how it is secured, and what we will never do with it.
- 01
What we collect
We collect only what we need to care for your property:
- —Contact details: name, email, phone, postal address.
- —Property details: address, type, occupancy pattern, and the maintenance history we build over time.
- —Access arrangements: key holdings, lock-box or alarm arrangements, and a log of every entry and exit. Collected at onboarding — never through the website.
- —Photographs: images of your property taken during attendance, forming part of your report.
- —Billing information: handled by our payment provider. We do not see or store full card numbers.
- 02
Photographs of your property
Photographs are taken solely to document condition and to support recommendations and quotes. They are stored with your reporting history and are available to you at any time.
We will not use photographs of your property in marketing, on our website, or on social media without your express written consent, which you may withdraw at any time. We do not photograph interiors beyond what is necessary, and we do not photograph occupants.
- 03
Keys and access information
Keys and access devices are held in a locked, access-controlled cabinet at [location]. They are identified by a code, never by your name or address, so that a lost key cannot be matched to a property.
Alarm codes and access instructions are stored [describe: e.g. in an encrypted password manager], separately from address records, and are accessible only to [who].
If a key or access credential is lost, we will tell you without delay and meet the reasonable cost of re-keying or recoding.
- 04
How we use it
To schedule and perform attendances, produce your reports, prepare quotes, coordinate trades you have approved, manage billing, and contact you about your property. We do not sell your information, and we do not use it for advertising or profiling.
- 05
Who we share it with
We disclose your information only where necessary:
- —Trades and contractors — limited to the address and job detail needed, and only for work you have approved.
- —Our payment provider, for billing.
- —Your insurer or property manager, at your request or with your consent.
- —Emergency services or authorities, where there is a serious and imminent threat to safety or property.
- —Where required by law.
Some service providers may store data outside Australia. [List providers and countries, and confirm the cross-border disclosure position.]
- 06
Security and retention
Records are held in access-controlled systems protected by strong, unique credentials and multi-factor authentication where available. Physical keys are secured as described above.
We keep reporting and photographic history for [retention period] after a membership ends, so that it remains available for insurance or sale, then destroy or de-identify it. Access records and keys are returned or destroyed on cancellation.
- 07
Accessing and correcting your information
You may ask for a copy of the information we hold about you, ask us to correct it, or ask us to delete it. Write to [email] and we will respond within [30] days. There is no charge for a reasonable request.
- 08
Complaints
If you are concerned about how we have handled your information, contact us first at [email] or 0417 349 071. We will acknowledge within [5] business days.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
- 09
Our status under the Privacy Act
[For your solicitor: businesses with an annual turnover of $3 million or less are generally exempt from the Privacy Act 1988 (Cth), though exceptions apply and a business may opt in. Confirm whether Coastal Pro is bound, and whether opting in is preferable.]
Given the nature of what we hold — keys, alarm codes and images of unoccupied homes — we intend to handle personal information in accordance with the Australian Privacy Principles regardless of whether we are legally required to.