Privacy Policy

The types of personal information we collect depend on your relationship with us (for example, whether you are a property owner, prospective or current tenant, or supplier). This may include:

• identity and contact details, such as your name, address, email, and phone number;
• property details, ownership information, and management preferences;
• financial information necessary to provide the Services, such as bank account details for rent disbursement, and payment records;
• information collected during tenancy applications and management, including references, employment and income details, and rental history (where you are a tenant or applicant);
• records of your communications with us, including chat conversations with our AI assistant; and
• technical data such as your IP address, device information, and usage of our website.

We generally do not collect sensitive information. If we need to collect sensitive information, we will do so only with your consent or where otherwise permitted by law.

We collect personal information directly from you where practicable — for example, when you contact us, use our chat assistant, complete a form, or enter into a management or tenancy arrangement. In some cases we may collect information from third parties, such as tenancy reference providers, real estate portals, tradespeople, or your representatives, consistent with the APPs.

We use personal information to:

• provide, manage, and improve our property management services;
• assess tenancy applications and manage tenancies;
• collect and disburse rent and other funds, and maintain trust account records;
• communicate with you, including through our AI-assisted chat;
• comply with our legal obligations under Australian and Victorian law; and
• maintain the security and integrity of our systems.

We will only use or disclose your personal information for the purpose for which it was collected, a related secondary purpose you would reasonably expect, or as otherwise permitted or required by law.

Our chat assistant uses artificial intelligence to help answer questions and support the management of your property. Information you provide in a conversation may be processed by trusted third-party AI service providers on our behalf to generate responses. We take reasonable steps to ensure such providers handle your information securely and consistently with this Policy. We do not sell your personal information.

We may disclose your personal information to:

• property owners, tenants, or their authorised representatives, as necessary to manage a tenancy;
• tradespeople and service providers engaged to carry out repairs or maintenance;
• our service providers, including IT, hosting, payment, and AI providers, who are bound to protect your information;
• government agencies, regulators, courts, or tribunals (such as Consumer Affairs Victoria or VCAT) where required or authorised by law; and
• professional advisers, such as accountants and lawyers.

Some of our service providers, including certain cloud hosting and AI providers, may store or process information on servers located outside Australia. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the Australian Privacy Principles.

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law (for example, record keeping obligations under the Estate Agents Act 1980 (Vic)). When no longer required, we take reasonable steps to destroy or de-identify it.

We maintain procedures to respond to data breaches. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

You have the right to request access to the personal information we hold about you and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant, or misleading. To make a request, please contact us using the details below. We may need to verify your identity before providing access. We will respond within a reasonable period and, in most cases, without charge.

Our website may use cookies and similar technologies to help it function and to understand how it is used. You can manage cookies through your browser settings, although disabling them may affect some features of the website.

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

We may update this Privacy Policy from time to time. The current version will always be available on our website with a revised “last updated” date. We encourage you to review it periodically.

For any privacy questions, requests, or complaints, please contact our Privacy Officer at privacy@maddi.au.