How we handle
your information.

Pillar Property (“Pillar”, “we”, “us”, or “our”) operates through two licensed entities, one in each market:

The two entities share common ownership, operating systems, and the standards set out in this policy. Where you engage a specific entity under a signed service agreement, that entity is the responsible party for your personal information under the Privacy Act 1988 (Cth).

This privacy policy applies to all personal information either entity handles in connection with our property management, sales, buyer’s agency, asset advisory, and related services.

Privacy contact (both offices): 1300 781 824 · info@pillarproperty.com.au

The personal information we collect depends on the nature of your interaction with us. It typically includes:

• Identity and contact information — name, date of birth, residential and postal addresses, phone numbers, email addresses, and emergency contact details
• Identification documents — driver’s licence, passport, Medicare card, visa documents, or other government-issued identification, where required for trust account compliance, anti-money laundering obligations, or identity verification under tenancy and property legislation
• Financial and payment information — income, employment, banking details, references, rental payment history, arrears information, invoices, and trust accounting records
• Rental application information — tenancy history, household composition, employment details, income evidence, references, and supporting documents (described further in Section V and in the separate Rental Application Collection Notice)
• Property information — ownership records, addresses, valuations, condition reports, inspection records, lease arrangements, maintenance history, and transaction details
• Communications — correspondence with us by phone, email, SMS, online form, social media, or in person, including records of advice given and instructions received
• Buyer, seller and advisory information — investment objectives, financial capacity, property preferences and enquiry history, where you engage us for sales, buyer’s agency or asset advisory services
• Website and digital interaction information — technical information about your visit, described in Section XII
• Sensitive information — collected only where reasonably necessary and where permitted by law (including with consent or where required or authorised by law). “Sensitive information” under the Privacy Act 1988 (Cth) includes information about health, race or ethnicity, religion, political opinions, sexual orientation, and similar categories. We may collect such information only in limited circumstances — for example, where a tenant discloses hardship or domestic-violence-related information that is relevant to a tenancy decision or safety matter

We collect personal information directly from you wherever practical — through enquiries, applications, signed agreements, and correspondence in the course of providing services.

With your consent, or where doing so is necessary or reasonable to deliver the service, we may also collect information from third parties, including:

• Tenancy databases (such as TICA, NTD, or equivalent) for rental application screening
• Identity verification services, where required for trust account or AML/CTF compliance
• Government registers (titles office, land registry, ASIC, AUSTRAC)
• Referees, previous agents, previous property managers and employers you nominate
• Property portals, listing platforms and tenancy application platforms
• Tradespeople, contractors, strata managers, building managers and insurers
• Conveyancers, solicitors, accountants, mortgage brokers and other professional advisers authorised by you
• Publicly available property data sources

We use personal information for purposes connected with the services we provide and for related operational requirements, including:

• Performing our obligations under any service agreement entered into with you
• Property management activities including leasing, inspections, maintenance, rent collection, arrears management, and reporting
• Sales, buyer’s agency and asset advisory work including market analysis, due diligence, negotiation, and acquisition support
• Assessing rental applications and managing tenancies under the Residential Tenancies Act 2010 (NSW), the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), and related legislation
• Compliance with the Property and Stock Agents Act 2002 (NSW), the Property Occupations Act 2014 (Qld), trust account regulations, the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) where applicable, and other applicable law
• Communicating with you about your portfolio, your tenancy, market matters, and Pillar publications you have asked to receive
• Internal record keeping, accounting, audit, complaints management, and risk management

We do not sell personal information.

When assessing a rental application, Pillar collects only the information reasonably necessary to determine whether the applicant can meet the obligations of the tenancy. This typically includes identity verification, income evidence, employment information, rental history, and references.

Where applicants provide supporting documents (such as bank statements), we encourage redaction of unrelated personal transactions. We do not require information that is not relevant to assessing the application.

Application information may be disclosed to the property owner for the purpose of assessing the application. We may also contact referees, employers, previous agents and previous property managers to verify information provided.

If you apply to rent a property managed by Pillar, your application information may be checked against tenancy databases operated by independent providers. Listings on these databases are governed by the residential tenancy legislation applicable in the state where the property is located — the Residential Tenancies Act 2010 (NSW) in New South Wales, or the Residential Tenancies and Rooming Accommodation Act 2008 (Qld) in Queensland.

A tenant may be listed only in the narrow circumstances permitted by that legislation, and only after the required notice and opportunity to respond has been provided.

If you wish to know whether your name appears on a tenancy database used by Pillar, you may request that information at any time by contacting us. Disputes about database listings may be raised with the relevant database operator and, if not resolved, with the NSW Civil and Administrative Tribunal (NCAT) or the Queensland Civil and Administrative Tribunal (QCAT) depending on the jurisdiction of the tenancy.

We may collect and verify identity information where necessary for real estate transactions, tenancy management, trust accounting, fraud prevention, safety, or regulatory obligations.

From 1 July 2026, real estate agencies providing certain designated services are subject to obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth), including customer due diligence and identity verification. Where we collect identity or transaction information for these purposes, we use and disclose it only as permitted or required by law, and only retain it for as long as the law requires.

In managing, leasing or selling a property, we may collect photographs, videos, inspection notes, condition reports and maintenance records.

This information is used to document property condition, manage repairs and maintenance, support owner and tenant communication, market properties for lease or sale, resolve disputes, comply with legal obligations, and protect the interests of clients and occupants.

We take reasonable steps to avoid unnecessary collection or disclosure of personal information within property images, videos or inspection material — including, where practical, asking occupants to remove personal items before marketing photography.

We share personal information only where necessary to deliver services or to meet legal obligations. Categories of third parties include:

• Property owners, landlords, tenants, applicants, buyers, sellers
• Tradespeople, contractors, building managers, strata managers and insurers — limited to the information they need to perform their role
• The Residential Tenancies Authority (RTA), NSW Fair Trading, and equivalent state regulators, where required by law (for example, bond lodgement and disputes)
• Property portals, tenancy application platforms, and real estate technology providers
• Tenancy database operators, where permitted by law
• Professional advisers acting on your behalf, including solicitors, conveyancers, accountants, auditors and consultants (with your authorisation)
• Banks, payment providers, and trust accounting service providers
• Government, statutory, or regulatory bodies including AUSTRAC, the OAIC, courts, tribunals and law enforcement, where compelled or authorised by law
• Software providers, cloud storage providers, IT and email providers, and other service providers who assist our business operations — bound by confidentiality and data protection obligations

We do not sell personal information.

Some of the software, cloud, email, storage and technology providers we rely on may store or process information outside Australia, depending on their systems and service arrangements. This is typical of widely used business software.

Where personal information is disclosed overseas, we take reasonable steps to ensure the recipient handles the information consistently with the Australian Privacy Principles. We do not transfer personal information overseas for marketing or commercial purposes unrelated to the service we are delivering.

We may use your contact details to send service updates, market commentary, property-related information and marketing communications that may be relevant to you.

You may opt out of marketing communications at any time by using the unsubscribe function in the relevant message or by contacting us directly. Where you opt out, we will still send you communications relating to your current services, tenancy, transactions, or legal obligations.

When you visit pillarproperty.com.au, we may collect technical information such as your IP address, browser type, device information, pages viewed, time spent on the site, and referral source. This information is used in aggregate to understand site use, improve the site, and measure marketing performance.

We use cookies and similar technologies to support these functions. You can usually adjust your browser settings to refuse cookies, although some site functionality may be affected.

Personal information is held in secure electronic systems with restricted access. Physical records are kept in locked storage. We use access controls, password protection, secure file handling, staff training, and reputable technology providers to protect information from misuse, loss, unauthorised access, modification or disclosure.

No method of electronic transmission or storage is completely secure. If we become aware of an eligible data breach involving personal information, we will assess the breach and, where required, notify the Office of the Australian Information Commissioner and affected individuals in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

We retain personal information for as long as necessary to perform our services and to comply with our legal obligations — including trust accounting, taxation, tenancy, AML/CTF, and other regulatory record-keeping requirements. Retention periods vary by record type and are governed by the applicable legislation.

When information is no longer required and we are not required by law to retain it, it is securely destroyed or de-identified.

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to:

• Request access to the personal information we hold about you
• Ask us to correct information that is inaccurate, out of date, incomplete, or misleading
• Withdraw consent for non-essential uses (such as marketing communications) at any time
• Make a complaint about how we have handled your information

To make any such request, please contact us at info@pillarproperty.com.au or on 1300 781 824. We may need to verify your identity before responding.

We will respond within a reasonable time, typically within thirty (30) days. There is no fee to make a request, although a reasonable cost-recovery fee may apply where retrieving the information requires significant time or resources. In some cases, we may be unable to provide access — for example, where doing so would affect another person’s privacy, prejudice a legal matter, breach confidentiality, or where access may otherwise be refused by law.

If you believe we have not handled your personal information in accordance with this policy or the Australian Privacy Principles, please contact us first so we can address the issue directly: info@pillarproperty.com.au.

If you are not satisfied with our response, you may refer the complaint to the Office of the Australian Information Commissioner (OAIC):

• Online: www.oaic.gov.au
• Telephone: 1300 363 992

For tenancy-database, residential tenancy or related state-based issues, you may also have rights through NSW Fair Trading or the Queensland Residential Tenancies Authority (RTA), and through NCAT (NSW) or QCAT (Qld).

Your service agreement sets out the specific terms of your engagement with Pillar — including how information is collected, used and shared in the course of delivering that service. This privacy policy applies in addition to those terms and describes how Pillar handles personal information generally.

We may update this policy from time to time as our practices evolve, or to reflect changes in law. The current version is always available at pillarproperty.com.au/privacy.html. The “last reviewed” date at the top of this page indicates when material changes were last made.