Extend Property Services (ABN 57 701 775 117) (“Extend”, “we”, “us”) respects your privacy.
This policy explains how we collect, use, store and share personal information when you contact us, use our website or engage our services through Extend Agency Services, Extend Property Support or Extend Property Maintenance.
Information we collect
We collect information reasonably needed to respond to enquiries, operate our business and deliver agreed services.
Depending on your dealings with us, this may include:
- Your name, telephone number, email address and communication preferences.
- Your agency name, role, location and support requirements.
- Property details and information relevant to the services requested.
- Correspondence, meeting notes, engagement records, invoices and payment information.
- Owner, tenant, occupant and supplier information accessed or collected during authorised work.
- Inspection photographs, reports, maintenance requests and property access instructions relevant to an engagement.
We usually collect information directly from you through website forms, email, telephone, meetings, social media or service engagements.
We may also receive information from agencies, property owners, authorised representatives or service providers where reasonably needed to carry out agreed work.
Please only provide information about another person where you are authorised to do so. Avoid providing sensitive information unless it is necessary for the service and its disclosure is appropriately authorised.
If necessary information is not provided, we may be unable to respond fully or deliver the requested service. You may make a general enquiry without identifying yourself where practical.
How we use information
We use personal information to:
- Respond to enquiries and discuss support requirements.
- Establish, deliver and administer agreed services.
- Communicate with clients and authorised contacts.
- Arrange inspections, maintenance and related work.
- Prepare reports, meeting summaries and agreed follow-up actions.
- Manage appointments, workflows, invoices and business records.
- Understand how our website is used so we can improve it.
- Meet legal obligations and address complaints or disputes.
We use information for the purpose for which it was collected, another purpose you have authorised, or a use otherwise permitted or required by law.
Information handled on behalf of agencies
When supporting an agency, Extend may access personal information through that agency’s systems or authorised records.
We use this information only to perform agreed services or meet legal requirements. We respect the agency’s confidential information and client relationships and do not use its client information to market Extend’s services.
Access permissions, communication responsibilities and information-handling arrangements are agreed as part of the engagement.
Confidential agency information is not transferred to external AI tools unless the agency has authorised that use and appropriate privacy arrangements have been assessed.
Artificial intelligence and automated technologies
Extend may use AI and automated technologies to assist with drafting communications, preparing content, organising and summarising meeting notes, scheduling reminders and supporting administrative workflows.
This does not mean every enquiry or client record is processed through AI.
Information handling
We limit information used with these tools to what is reasonably needed for the task.
Before submitting meeting notes or other material to an AI tool, we remove client names and other details that could reasonably identify an individual. These may include contact details, property addresses, account details and distinctive personal circumstances.
Removing names alone does not necessarily make information anonymous.
We do not enter identity documents, passwords, banking details or sensitive personal information into general-purpose AI tools.
Where information remains identifiable or contains confidential agency material, we first assess whether the proposed use is appropriate, obtain any necessary authorisation and confirm suitable privacy safeguards.
Human review
AI-generated content may contain errors or omit relevant details. We review drafts, summaries and suggested actions before relying on them or sharing them.
Responsibility for professional judgement, communications and agreed services remains with Extend. We do not use AI as the sole basis for decisions that materially affect a client, property owner or tenant.
Meeting recording and transcription
If we propose to record or transcribe a meeting, or use an AI meeting assistant, we notify participants beforehand, explain the purpose and obtain consent where required.
This privacy policy does not itself constitute consent to recording.
Providers and changes
We assess the privacy arrangements, security features and relevant settings of AI and automation providers before using them with personal information. These services may process information outside Australia.
We currently use ChatGPT, provided by OpenAI. If we introduce other tools or materially change how information is handled, we review our safeguards and update this policy where necessary.
Marketing communications
Where you have separately opted in, we may send occasional property insights, business news and service updates.
You can unsubscribe through the link in a marketing email or by contacting us. We will action your request in accordance with applicable requirements.
Unsubscribing does not prevent communications needed to respond to your enquiry, deliver an agreed service or meet legal obligations.
Sharing information
We do not sell personal information.
We may share information with:
- An agency we are supporting and its authorised representatives.
- Property owners, occupants or other authorised contacts where needed for agreed work.
- Tradespeople and suppliers arranging authorised maintenance or related services.
- Professional advisers assisting with accounting, insurance, legal matters or business administration.
- Technology providers supporting our website and business systems.
- Authorities or other parties where disclosure is required or authorised by law.
We limit disclosure to information reasonably needed for the relevant purpose.
Our technology providers include:
- Microsoft 365, Outlook and OneDrive: email, document preparation and file storage.
- Xero: accounting, invoicing and financial records.
- Trello: workflow and task organisation. Personal information entered into Trello is currently limited to names, with no telephone numbers or email addresses.
- OpenAI — ChatGPT: AI-assisted drafting, content preparation and organisation or summarisation of meeting notes, subject to the safeguards described above.
- Cloudflare: website hosting, security and spam protection, including Turnstile.
- Twilio SendGrid: delivery of website enquiry emails.
- Google Analytics (Google): website usage statistics.
- Microsoft Clarity (Microsoft): website usage insights, including heatmaps and session replays.
- Ahrefs Web Analytics (Ahrefs): privacy-focused website usage statistics that do not use cookies.
Overseas processing
Some providers may store or process information outside Australia, including in the United States. Locations depend on the provider, service and account configuration.
We take reasonable steps to assess relevant privacy and security arrangements and apply appropriate safeguards where personal information is handled overseas.
Website, analytics and cookies
Our hosting and security providers may process technical information, such as IP addresses, browser and device details, access times and form interactions, to operate the website and prevent spam or misuse.
Cloudflare Turnstile processes technical information to help distinguish genuine form submissions from automated activity.
We use website analytics to understand how visitors find and use our website so we can improve it. These tools collect information such as the pages you visit, how long you stay, how you arrived at the site, your approximate location (city or region), and your device, browser and screen size.
- Google Analytics uses cookies to measure visits and usage across sessions.
- Microsoft Clarity uses cookies and records how visitors interact with pages, such as clicks, scrolling and mouse movement, to produce heatmaps and session replays. Clarity masks text entered into form fields, so the content of your enquiry is not captured.
- Ahrefs Web Analytics does not use cookies and does not identify individual visitors.
We do not use advertising or remarketing cookies, and we do not use analytics to identify you personally.
You can turn analytics off at any time using Cookie settings in the website footer. We also respect browser “Do Not Track” and “Global Privacy Control” signals by not loading Google Analytics or Microsoft Clarity. You can also block or delete cookies through your browser settings. Doing so will not affect your ability to use this website.
Our website may link to external websites or social media platforms. Information collected directly by those services is handled under their own privacy policies.
Storage and security
We hold information in the business systems described above and, where applicable, within an agency’s authorised systems.
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Access is limited to people who need information for authorised work. Security arrangements are selected according to the information and systems involved.
No online service or storage system can guarantee complete security.
Retention and deletion
We retain personal information for as long as reasonably needed to deliver services, maintain necessary business records, resolve relevant matters or meet legal requirements.
When information is no longer needed, we take reasonable steps to securely delete or de-identify it.
For information handled on behalf of an agency, we follow the agreed arrangements for returning records, removing access and retaining or deleting copies, subject to legal obligations.
Access and correction
You may contact our Privacy Officer to request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.
We may verify your identity before providing access or making changes. We will respond within a reasonable time.
If we cannot fulfil a request, we will explain the reason, subject to legal restrictions. Where records are held on behalf of an agency, we may coordinate the request with that agency.
Privacy incidents
If we become aware of a privacy or security incident involving personal information, we will take reasonable steps to investigate, contain it and assess its impact.
We will notify relevant agencies, affected individuals or regulators where required by law or our engagement obligations.
Privacy concerns and complaints
Please contact our Privacy Officer if you have a privacy question or complaint.
Include a description of the concern, relevant dates and any supporting correspondence.
We will acknowledge your complaint, investigate and aim to respond within 30 days. If additional time is needed, we will explain why and provide an update.
If the matter remains unresolved, you may contact the Office of the Australian Information Commissioner, which can advise whether it can consider your complaint.
Changes to this policy
We may update this policy to reflect changes to our services, systems, providers or information-handling practices.
The current version will be published on our website with its revised date.
Contact
Privacy Officer
Extend Property Services
PO Box 76
New Lambton NSW 2305
Telephone: 0408 434 461
Email: [email protected]