PRIVACY POLICY

Judd White Real Estate Pty Ltd respects your right to privacy. As an organisation with an annual turnover of more than $3,000,000 or which discloses personal information to third parties for a benefit, service or advantage we are bound by the National Privacy Principles contained in the Privacy Act 1988. Those Principles regulate most of our activities with respect to personal information collected, stored, used and disclosed by us. However, the activities of all organisations directly relating to personal information of current or former employees contained in employee records are not covered by the Principles.

In our agency business we use personal information collected from you for the purpose for which it was collected which is to act as your agent and to perform our obligations under our agreement with you. We generally do not seek to collect sensitive information. We would only do so with your consent, or if required by Law, or if necessary in connection with any claim or proceeding.

We may disclose your personal information to other parties including Tradesmen, Tribunals, Courts or other statutory bodies, advertising mediums, either by newspaper or Internet, potential tenants, buyers and clients as required to perform our duties under our agreement, or as otherwise allowed under the Privacy Act 1988.

Real estate and tax law requires some of this information to be collected. If the information is not provided, we may not be able to act on your behalf effectively or at all.

Personal information collected by us in the course of a tenancy application and any subsequent tenancy is necessary for us to verify your identity, to process and evaluate your application and to manage the tenancy. Personal information about you collected in the application and during the course of the tenancy, including through property inspection reports, may be disclosed to other parties as permitted by the Privacy Act 1988 including to the landlord, referees, other agents and operators of tenancy reference databases. Information already held on tenancy reference databases may also be disclosed to us. If you fail to comply with your obligations under the tenancy agreement, that fact may also be disclosed to the landlord, other agents and operators of tenancy reference databases.

If this information is not provided, we may not be able to process your application and manage the tenancy.

We use personal information collected from you during open inspections for security purposes. We may also use that information to contact you with respect to this property and others which we believe may interest you and in providing the information you agree to this use unless you advise us differently. If the information is not provided, we may not be able to provide an effective service to you. Other than in the circumstances allowed under the Privacy Act 1988, we do not disclose information of this kind to other parties.

We hold your personal information in a combination of computer storage facilities and paper based files and other records. These facilities and records are located on site at our office and off site at secured premises.

Sometimes we will ask you to consent to a disclosure or use of your personal information for a particular purpose. We may do so in writing, over the phone or on our website. Other times, your consent will be taken to be given where you indicate to us that you wish to obtain information about our services.

We may also disclose or use your personal information without your consent in the following circumstances:

• For a reasonably expected purpose which is related to the purposes for collecting the information as contemplated by this Statement.
• We are authorised or required by law to do so.
• The disclosure is to a Credit reporting agency in connection with recovering amounts which you owe to us.
• We reasonably believe it is reasonably necessary to assist an enforcement body to perform its functions.
• We reasonably believe it is necessary to prevent a threat of life, health or safety.

COMPLAINT HANDLING

Attention to: Vonda Krystyniak
COMPLAINT HANDLING
By Fax: 03 9560 5111
By Post: PO Box 633 Glen Waverley 3150
By Email: vonda.k@juddwhite.com.au

Complaint handling and dispute resolution policy

How to make a complaint?
Please provide as much detail as possible about the nature of your complaint, including the outcome you would like in order to resolve the matter.

How we will handle your complaint?
Vonda Krystyniak will oversee the complaints process. Vonda is responsible for liaising with you and with relevant agency staff to ensure that the issues you have raised are fully-examined, and that your complaint is handled in accordance with this process.

We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your case. We may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take?
We will endeavour to resolve your complaint as soon as possible. However,  the length of time will depend on the nature and complexity of the issues you have raised.

You will receive acknowledgment of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within five business days.

What action will we take in response to your complaint?
If we decide that your complaint is justified, we will then decide what action we should take in
response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible. Some of the things we might do include:

Take steps to rectify the problem or issue you have raised.
• Provide you with additional information or advice so you can understand what happened or how we have dealt with it.

• Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.

What if you're still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone's satisfaction, and you might want to contact your legal representative or Consumer Affairs Victoria for further information.