Privacy Policy

Version: July 2026
Applies to: Strata Real Estate Services (SRES)

Your Strata, Our Expertise.

At Strata Real Estate Services (SRES), we understand that protecting personal information is fundamental to building trust and maintaining strong relationships with the strata communities we serve.

As a professional strata management company, we collect, hold, use and disclose personal information to provide strata management, building management, community management and related services to Owners Corporations, Building Management Committees, Community Associations, Company Title Corporations, lot owners, residents, committee members, contractors and other stakeholders.

We are committed to managing personal information responsibly, securely and transparently, in accordance with Australian privacy laws and industry best practice.

This Privacy Policy explains what information we collect, why we collect it, how it is used, when it may be disclosed, how it is protected, and the rights individuals have in relation to their personal information.

Purpose

The purpose of this Privacy Policy is to:

• explain how SRES manages personal information;
• provide transparency regarding our information handling practices;
• outline the rights of individuals whose information we hold;
• describe how personal information may be collected, used, disclosed and stored;
• explain our obligations under Australian privacy legislation; and
• establish procedures for privacy enquiries, corrections and complaints.

Scope

This Privacy Policy applies to personal information collected by SRES in connection with:

• strata management services;
• building management services;
• community association management;
• company title management;
• facilities management;
• consultancy services;
• website and online services;
• supplier and contractor engagements;
• employment applications;
• marketing activities; and
• any other services provided by SRES.

This policy applies to information collected from:

• lot owners;
• occupiers and residents;
• strata committee members;
• building management committee members;
• community association committee members;
• prospective clients;
• contractors and suppliers;
• employees and job applicants;
• website users; and
• other individuals who interact with SRES.

Legislative Framework

SRES manages personal information in accordance with applicable Australian legislation, including:

• Privacy Act 1988 (Cth);
• Australian Privacy Principles (APPs);
• Privacy and Other Legislation Amendment Act 2024 (Cth);
• Notifiable Data Breaches Scheme;
• Property and Stock Agents Act 2002 (NSW);
• Property and Stock Agents Regulation 2022 (NSW);
• Strata Schemes Management Act 2015 (NSW);
• Strata Schemes Management Regulation 2016 (NSW);
• applicable workplace, taxation and corporations legislation; and
• any other legislation affecting the collection, use or disclosure of personal information.

Where legislation requires SRES to collect, maintain or disclose information, those legislative obligations will take precedence over individual preferences.

Our Privacy Commitment

SRES is committed to:

• collecting only information that is reasonably necessary for our functions and services;
• being transparent about how information is collected and used;
• maintaining accurate and up-to-date records;
• protecting personal information from misuse, interference, loss, unauthorised access, modification or disclosure;
• providing access to personal information where required by law;
• correcting inaccurate information promptly;
• responding to privacy concerns fairly and efficiently; and
• continuously improving our privacy and information security practices.

We do not sell personal information to third parties.

What is Personal Information?

Personal information is information or an opinion about an identified individual, or an individual who can reasonably be identified.

Examples may include:

• name;
• residential address;
• postal address;
• email address;
• telephone number;
• date of birth;
• lot number or property ownership details;
• emergency contact information;
• banking or payment details;
• photographs or security images;
• records of communications;
• maintenance requests;
• complaint records;
• employment information; and
• other information reasonably necessary to provide our services.

Some information collected by SRES may also be considered sensitive information under the Privacy Act. Where sensitive information is collected, it will be handled in accordance with applicable legal requirements.

Information We Collect

Depending on the services provided, SRES may collect information including:

Property Ownership Information

• owner names;
• service addresses;
• postal addresses;
• email addresses;
• telephone numbers;
• strata roll information;
• voting entitlements;
• tenancy details where provided;
• ownership interests; and
• records required by strata legislation.

Resident and Occupier Information

• names of occupiers;
• contact details;
• vehicle information;
• access device records;
• resident registration information;
• emergency contact details; and
• information relevant to building safety and management.

Committee Member Information

• names;
• contact details;
• office bearer positions;
• election records;
• meeting attendance records; and
• committee correspondence.

Contractor and Supplier Information

• business names;
• contact details;
• licences and registrations;
• insurance information;
• banking details;
• service records; and
• compliance documentation.

Employment and Recruitment Information

Where applicable, SRES may collect:

• resumes;
• qualifications;
• employment history;
• references;
• identity verification information;
• payroll information; and
• information required under employment legislation.

Website and Online Services Information

When individuals interact with our website or online platforms, we may collect:

• contact form submissions;
• enquiry details;
• website usage information;
• IP addresses;
• browser information;
• device information; and
• analytics data.

Further information regarding website data collection is provided later in this policy.

How We Collect Personal Information

SRES may collect personal information directly from individuals through:

• telephone conversations;
• email correspondence;
• written correspondence;
• online forms;
• service requests;
• meetings;
• maintenance requests;
• contractor registrations;
• employment applications;
• website enquiries;
• owner portal registrations; and
• other direct interactions.

Information may also be collected indirectly from:

• Owners Corporations;
• Building Management Committees;
• Community Associations;
• strata committee members;
• property developers;
• real estate agents;
• public registers;
• government authorities;
• contractors;
• insurers;
• legal advisers;
• debt recovery providers;
• utility providers; and
• other authorised third parties.

Where reasonable and practical, we will collect information directly from the individual concerned.

Collection Required by Law

As a strata managing agent, SRES is frequently required by legislation to collect, maintain and make available certain information.

For example, strata legislation requires Owners Corporations to maintain records including strata roll information, ownership details, notices, meeting records, financial records and other statutory documents.

As managing agent, SRES may collect, store and maintain this information on behalf of the Owners Corporation or other client entity.

In some circumstances, individuals may choose not to provide information requested by SRES. However, where information is required by law, contract, building safety requirements or operational necessity, our ability to provide services may be affected.

In certain circumstances, legislation may require SRES to obtain information from alternative sources if it is not provided directly.

Why We Collect Personal Information

SRES collects personal information to:

• provide strata, community and building management services;
• maintain statutory records;
• administer meetings and voting processes;
• manage repairs and maintenance;
• coordinate contractors and service providers;
• facilitate communications with owners and residents;
• manage building access and security;
• comply with legislative obligations;
• maintain financial and accounting records;
• manage insurance matters;
• respond to enquiries and complaints;
• administer contracts and supplier relationships;
• recruit and manage employees;
• improve our services; and
• operate our business effectively and efficiently.

We only collect information that is reasonably necessary to perform our functions, comply with legal obligations or provide requested services.

How We Use Personal Information

SRES collects, holds, uses and discloses personal information only where it is reasonably necessary to perform our functions as a licensed strata managing agent, to provide agreed services to our clients, to comply with legal obligations or where otherwise authorised or required by law.

Depending on the services provided, we may use your personal information to:

• manage Owners Corporations, Building Management Committees, Community Associations and Company Title schemes;
• communicate with owners, committee members, occupiers, contractors and other authorised persons;
• prepare and distribute meeting notices, agendas, minutes and statutory notices;
• administer levies, financial records and trust accounting requirements;
• arrange repairs, maintenance and capital works;
• obtain quotations, engage contractors and coordinate building services;
• administer insurance claims and renewals;
• manage by-law compliance and other statutory responsibilities;
• respond to enquiries and requests;
• verify identity where appropriate;
• comply with legal, regulatory and contractual obligations;
• improve our services, systems and client experience; and
• protect the legitimate interests of our clients and the schemes we manage.

We will not use personal information for purposes unrelated to these activities unless you have consented or the law permits or requires us to do so.

Disclosure of Personal Information

As part of providing strata management services, SRES may disclose personal information where reasonably necessary to perform our duties or where disclosure is authorised or required by law.

Depending on the circumstances, information may be disclosed to:

• Owners Corporations and Strata Committees;
• Building Management Committees;
• Community Associations;
• authorised committee members;
• owners and mortgagees where permitted by law;
• contractors and maintenance providers;
• insurers, loss adjusters and brokers;
• accountants, auditors and financial institutions;
• legal advisers;
• debt recovery agencies;
• government departments and regulatory authorities;
• NSW Fair Trading;
• the NSW Civil and Administrative Tribunal (NCAT);
• emergency service providers;
• information technology providers;
• secure cloud hosting providers; and
• other professional advisers engaged to provide services to SRES or the scheme.

All disclosures are made only where necessary, lawful and proportionate to the purpose for which the information was collected.

Owners Corporation Records and Statutory Inspections

Under the Strata Schemes Management Act 2015 (NSW), Owners Corporations are required to maintain certain records.

As the appointed strata managing agent, SRES maintains many of these records on behalf of the Owners Corporation.

Certain records may contain personal information, including:

• owner names;
• service addresses;
• correspondence;
• levy information;
• notices;
• meeting records;
• proxy appointments;
• by-law applications;
• statutory declarations;
• and other documents required to be retained under applicable legislation.

The Strata Schemes Management Act provides eligible persons with rights to inspect certain records upon payment of the prescribed fee (where applicable).

Where legislation requires information to be made available for inspection, SRES must comply with those statutory obligations.

We cannot refuse lawful access simply because personal information is contained within those records.

However, SRES takes reasonable steps to ensure that only information required to be disclosed under the legislation is made available and that inspections are conducted in accordance with applicable legal requirements.

Contractors and Service Providers

To effectively manage your building or scheme, SRES regularly engages contractors and service providers.

Where necessary, we may provide contractors with limited personal information to enable them to:

• arrange appointments;
• obtain access to lots or common property;
• complete maintenance works;
• respond to emergencies;
• issue quotations;
• provide compliance services;
• complete inspections;
• manage defects;
• or perform other contracted services.

We require contractors and service providers to use personal information only for the purpose for which it is provided and to take reasonable steps to protect that information.

Where appropriate, contractors are required to maintain appropriate confidentiality and privacy standards.

Software Platforms and Client Portals

SRES uses secure technology platforms to deliver efficient strata management services.

This may include client portals, document management systems, accounting software, maintenance platforms, communication systems and cloud-based business applications.

Where your scheme uses the StrataSoft Owner Portal or other approved software platforms, authorised users may access information relevant to their role within the scheme.

Access permissions are managed using user accounts, passwords and security controls appropriate to the system.

Users are responsible for maintaining the confidentiality of their login credentials and should notify SRES immediately if they suspect unauthorised access to their account.

Information made available through client portals remains subject to applicable privacy laws, contractual obligations and statutory record inspection requirements.

Website, Cookies and Analytics

When you visit the SRES website, certain information may be collected automatically through standard website technologies.

This may include:

• IP address;
• browser type;
• operating system;
• pages viewed;
• referring website;
• time and date of access;
• session information; and
• general website usage statistics.

This information assists us to:

• improve website performance;
• monitor security;
• understand visitor behaviour;
• enhance user experience;
• diagnose technical issues; and
• develop future website content and services.

Our website may use cookies and similar technologies to improve functionality and analyse website performance.

Most web browsers allow users to manage or disable cookies through browser settings, although this may affect certain website functionality.

Links to Third-Party Websites

Our website may contain links to third-party websites, including government agencies, insurers, contractors, software providers and industry organisations.

These websites operate independently of SRES and have their own privacy policies.

SRES is not responsible for the privacy practices, security or content of third-party websites and encourages users to review their privacy policies before providing personal information.

Marketing Communications

From time to time, SRES may send information that we believe will be of interest to our clients.

This may include:

• legislative updates;
• strata news;
• compliance alerts;
• educational articles;
• service announcements;
• invitations to seminars or webinars;
• newsletters; and
• information about services offered by SRES.

Where required by law, marketing communications will only be sent with the appropriate consent.

Recipients may unsubscribe from marketing communications at any time using the unsubscribe facility provided or by contacting SRES directly.

Operational communications relating to the management of your scheme are not considered marketing communications and will continue to be provided where necessary to administer the services requested by our clients.

Artificial Intelligence and Emerging Technologies

SRES may use artificial intelligence (AI), automation and other emerging technologies to improve administrative efficiency, document management, customer service and communication.

Where these technologies are used, SRES remains responsible for ensuring that personal information is handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our internal privacy and information security policies.

We do not use AI systems to make decisions that have legal or similarly significant effects on individuals without appropriate human oversight.

Where appropriate, information processed through AI-assisted systems is subject to contractual confidentiality obligations, security controls and ongoing monitoring to help protect the privacy of our clients and stakeholders.

Information Security and Protection of Personal Information

SRES recognises that protecting personal information is an important responsibility and a critical part of providing professional strata management services.

We take reasonable steps to protect personal information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Our security measures may include:

• controlled access to information systems;
• user authentication and password protection;
• access permissions based on job responsibilities;
• secure document storage;
• system monitoring;
• software updates and security controls;
• staff awareness and training;
• confidentiality obligations;
• secure disposal processes; and
• ongoing review of our information management practices.

While SRES takes reasonable steps to protect information, no electronic storage system, website, software platform or method of transmission over the internet can be guaranteed to be completely secure.

We encourage clients and users of our systems to take appropriate steps to protect their own information, including maintaining secure passwords and promptly notifying SRES of any suspected unauthorised access.

Cyber Security and Information Management

The strata industry increasingly relies on digital systems to manage communications, financial records, building information and statutory documentation.

SRES maintains processes designed to reduce cyber security risks and protect the confidentiality, integrity and availability of information held by us.

These processes include:

• restricting access to authorised personnel;
• monitoring system access where appropriate;
• maintaining secure technology platforms;
• reviewing third-party technology providers;
• implementing reasonable security practices; and
• responding appropriately to suspected security incidents.

Where external technology providers are used, SRES takes reasonable steps to ensure those providers maintain appropriate privacy and security standards.

Notifiable Data Breaches

SRES manages personal information in accordance with the Notifiable Data Breaches (NDB) Scheme established under the Privacy Act 1988 (Cth).

A data breach occurs where personal information held by an organisation is accessed, disclosed or lost in circumstances where this is likely to result in serious harm to affected individuals.

If SRES becomes aware of a suspected data breach, we will assess the incident and take appropriate action, which may include:

• containing and addressing the breach;
• investigating the cause and extent of the incident;
• assessing whether notification obligations apply;
• notifying affected individuals where required;
• notifying the Office of the Australian Information Commissioner (OAIC) where required;
• taking steps to reduce potential harm; and
• reviewing our systems and procedures to prevent recurrence.

Not every privacy incident will require notification. SRES will assess incidents in accordance with the requirements of the Privacy Act and applicable guidance issued by the OAIC.

Overseas Disclosure of Personal Information

SRES primarily uses service providers and systems located within Australia.

However, some technology providers, cloud platforms or software services used by SRES or our contractors may involve the processing or storage of information outside Australia.

Where personal information may be disclosed overseas, SRES takes reasonable steps to ensure appropriate protections are in place, including contractual safeguards, security measures and consideration of applicable privacy obligations.

The location of service providers may change as technology platforms are updated. SRES will continue to assess third-party providers as part of our information security and privacy management processes.

Access to Personal Information

You have the right to request access to personal information that SRES holds about you, subject to certain exceptions under the Privacy Act 1988 (Cth).

A request for access should be made in writing and should include sufficient information to allow us to identify:

• the person making the request;
• the information being requested; and
• any relevant scheme, property or account details.

Before providing access, we may need to verify your identity to protect personal information from unauthorised disclosure.

Where access is granted, we will generally provide the information in a reasonable format and within a reasonable timeframe.

In some circumstances, access may be refused where permitted by law, including where providing access would:

• have an unreasonable impact on another person’s privacy;
• reveal commercially sensitive information;
• prejudice legal proceedings;
• create a threat to health or safety; or
• be otherwise permitted or required to be withheld under legislation.

Where access is refused, we will provide reasons where appropriate and advise you of available options.

Correction of Personal Information

SRES takes reasonable steps to ensure that personal information held by us is accurate, complete, current and relevant.

If you believe information held by SRES about you is incorrect, incomplete, out of date or misleading, you may request that it be corrected.

Requests for correction should include:

• the information you believe is incorrect;
• the reason it is incorrect; and
• the correction requested.

We will assess correction requests and take reasonable steps to update information where appropriate.

Where information cannot be corrected, we will explain why and, where appropriate, record your concern.

Please note that certain strata records must be maintained in accordance with statutory requirements and cannot be altered or removed where legislation requires those records to be retained.

Retention and Disposal of Personal Information

SRES retains personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required by law.

Retention periods may be affected by:

• obligations under the Strata Schemes Management Act 2015 (NSW);
• obligations under the Property and Stock Agents Act 2002 (NSW);
• financial and taxation requirements;
• contractual obligations;
• dispute resolution requirements;
• legal proceedings; and
• regulatory requirements.

When personal information is no longer required and there is no legal obligation to retain it, SRES takes reasonable steps to securely destroy or de-identify the information.

Some information contained within Owners Corporation records may be required to be retained permanently or for extended periods under applicable legislation.

Employee and Contractor Confidentiality

SRES requires employees, contractors and service providers who have access to personal information to handle that information responsibly and confidentially.

Personnel are expected to:

• only access information required to perform their role;
• protect confidential information;
• comply with privacy and security procedures;
• avoid unauthorised disclosure; and
• report suspected privacy incidents.

Failure to comply with privacy obligations may result in disciplinary action or termination of access.

Privacy and Strata Records

SRES acknowledges that strata records contain information relating to individuals, properties and scheme administration.

As a strata managing agent, SRES must balance:

• its privacy obligations;
• its obligations under the Strata Schemes Management Act 2015 (NSW);
• the rights of owners and authorised persons to inspect statutory records; and
• the operational requirements of managing a scheme.

Where legislation requires access to records, SRES will comply with those obligations while taking reasonable steps to protect information that is not required to be disclosed.

Related Policies

This Privacy Policy should be read together with SRES policies and documents including:

• Complaints Handling Policy;
• Strata Management Agency Agreement / Terms of Appointment;
• Information Security Procedures;
• Website Terms of Use; and
• Client Portal Terms and Conditions (where applicable).

 

Privacy Complaints

SRES is committed to resolving privacy concerns promptly, fairly and transparently.

If you believe that SRES has not handled your personal information appropriately, or you believe we have breached our obligations under the Privacy Act 1988 (Cth) or the Australian Privacy Principles, you are encouraged to contact us first so that we can investigate and respond.

A privacy complaint should include:

• your name and contact details;
• details of the concern or alleged privacy issue;
• relevant dates or events;
• any supporting information or documentation; and
• the outcome you are seeking.

Complaints may be submitted using the following contact details:

Strata Real Estate Services (SRES)
Email: admin@stratares.com.au
Phone: 1300 997 905

Postal Address:
PO Box 7069
Brookvale NSW 2100

Our Privacy Complaint Process

When we receive a privacy complaint, SRES will:

1. Acknowledge receipt of the complaint

We will confirm receipt of your complaint and provide information about the next steps.

2. Review and investigate the issue

We will assess the circumstances, review relevant records and consult with appropriate personnel where required.

3. Provide a response

We aim to respond within a reasonable timeframe and will advise you if additional time is required due to the complexity of the matter.

4. Take corrective action where appropriate

Where a privacy issue is identified, we will take reasonable steps to address the issue, improve our processes and prevent recurrence.

Making a privacy complaint will not affect the services provided to you, your lot, your Owners Corporation or your scheme.

Further Privacy Assistance

If you are dissatisfied with our response or believe your privacy concerns have not been resolved, you may contact the:

Office of the Australian Information Commissioner (OAIC)

The OAIC is the independent Australian regulator responsible for privacy and information rights.

Further information about privacy rights, privacy complaints and how to lodge a complaint is available from:

https://www.oaic.gov.au/

The OAIC generally expects individuals to attempt to resolve privacy concerns directly with the relevant organisation before making a complaint.

Privacy and Regulatory Compliance

SRES operates within a regulated professional environment and is committed to maintaining compliance with applicable legislation and professional standards, including:

• Privacy Act 1988 (Cth);
• Australian Privacy Principles (APPs);
• Privacy and Other Legislation Amendment Act 2024;
• Notifiable Data Breaches Scheme;
• Property and Stock Agents Act 2002 (NSW);
• Property and Stock Agents Regulation 2022 (NSW);
• Strata Schemes Management Act 2015 (NSW);
• Strata Schemes Management Regulation 2016 (NSW); and
• applicable professional obligations and industry standards.

Our privacy practices are designed to support our responsibilities as a licensed strata managing agent and to protect the interests of the communities we manage.

Your Privacy Rights

SRES recognises that personal information belongs to the individuals it relates to.

Our approach is based on the following principles:

• transparency about the information we collect;
• collection only where reasonably necessary;
• responsible use and disclosure;
• protection against misuse and unauthorised access;
• respect for individual access and correction rights;
• accountability for our privacy practices; and
• continuous improvement of our systems and procedures.

Changes to This Privacy Policy

SRES may update this Privacy Policy from time to time to reflect:

• changes to legislation;
• regulatory guidance;
• improvements to our systems;
• changes to our services; or
• evolving privacy and cybersecurity practices.

The current version of this Privacy Policy will be published on the SRES website.

We encourage clients, owners, committees and other stakeholders to review this policy periodically.

Document Control

Item	Details
Document	Privacy Policy
Organisation	Strata Real Estate Services (SRES)
Version	July 2026
Policy Owner	Licensee in Charge
Applies To	Clients, Owners Corporations, Building Management Committees, Community Associations, owners, occupiers, contractors and website users
Review Frequency	At least annually or when legislative changes occur

Our Commitment

At Strata Real Estate Services, privacy is more than a legal obligation — it is part of the trust placed in us by every strata community we manage.

We understand that owners, committees, residents, contractors and stakeholders rely on us to manage sensitive information responsibly while delivering professional strata services.

Through strong governance, secure systems, professional conduct and continuous improvement, we remain committed to protecting your information and providing confidence in every interaction.

Your Strata, Our Expertise.

Related Policies and Information

For further information, please refer to:

• Complaints Handling Policy
• Strata Management Agency Agreement / Terms of Appointment
• Website Terms of Use
• Information Security Procedures
• Client Portal Terms and Conditions