Last updated: 18 September 2026 · Version: 1.0
1. About this policy
Buy Better Property Pty Ltd (ABN 50 701 407 329), trading as Buy Better Property (BBP, we, us, our), is a licensed buyer’s agency. We act only for property buyers — home buyers and investors — across Queensland, New South Wales and Victoria.
We respect your privacy. This policy explains how we collect, hold, use and disclose your personal information, and how you can access it, correct it or make a complaint. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to everyone we deal with, including clients and prospective clients, website visitors, people who book a call with us, and other parties involved in a property purchase, such as selling agents, solicitors and conveyancers, mortgage brokers, building and pest inspectors, valuers and property managers.
By using our website, contacting us or engaging our services, you acknowledge that your personal information will be handled as described in this policy.
What is personal information? Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether true or not and whether recorded in a material form or not.
2. What personal information we collect
We only collect personal information that is reasonably necessary for our services and business activities. Depending on how you deal with us, this may include:
- Identity and contact details — name, postal and residential address, email address, phone number, date of birth and occupation.
- Property brief information — your purchase goals (home or investment), preferred locations, property type, budget and price range, timeframe, and household or ownership structure (for example, individual, joint, company, trust or SMSF).
- Financial information — borrowing capacity, finance pre-approval status, deposit and available funds, existing property portfolio, and payment details for our fees.
- Identity verification and AML/CTF information — identity documents, information about beneficial owners of companies and trusts, the purpose of the purchase, and the source of funds or wealth (see section 4).
- Transaction records — signed appointment documents (such as the Form 6 and annexures), properties we assess or inspect for you, offers, negotiations, contracts and settlement details.
- Communications — emails, messages, call and meeting notes, and, where you agree, recordings of video calls.
- Website and technical data — IP address, browser and device type, pages visited, referring website and similar usage data (see section 7).
- Information about other parties — business contact details of selling agents, solicitors, conveyancers, brokers, inspectors and other professionals we deal with on your behalf.
Sensitive information
We do not generally collect sensitive information, such as information about your health, racial or ethnic origin, religious or political beliefs, or criminal record. If sensitive information is reasonably necessary for our services, we will only collect it with your consent, or where the law requires or authorises us to.
Information about other people
If you give us personal information about someone else, such as a co-purchaser, partner or family member, please make sure they know you are sharing it and that they are aware of this policy.
3. How we collect personal information
Where reasonable and practical, we collect personal information directly from you, including when you:
- complete a form on our website, such as an enquiry form or our property brief forms;
- book a discovery session or call through our online booking tools;
- speak with us by phone, video call or in person, or contact us by email, SMS, WhatsApp or social media;
- sign appointment documents and other agreements with us; and
- complete identity verification or customer due diligence checks.
We may also collect personal information from third parties where it is unreasonable or impracticable to collect it from you, or where you have agreed. These sources may include:
- people who refer you to us, such as other clients, mortgage brokers, accountants or financial advisers;
- your authorised representatives, such as your solicitor, conveyancer, broker or co-purchaser;
- selling agents and other parties involved in a property transaction;
- identity verification and AML/CTF compliance providers; and
- publicly available sources, such as land title records, property data services and public registers.
If you don’t provide your information
You don’t have to give us your personal information. However, if you don’t, we may not be able to provide our services, act for you in a property purchase, complete required identity checks, or respond to your enquiry.
4. Why we collect, hold and use personal information
We collect, hold and use personal information to:
- assess whether our services suit you and prepare a proposal;
- provide buyer’s agency services, including searching for, assessing, inspecting, negotiating and securing a property for you;
- prepare, sign and keep appointment documents and other agreements;
- communicate with you and with other parties to your purchase;
- verify your identity and meet our legal and regulatory obligations;
- issue invoices and manage payments;
- keep business records, handle complaints and manage disputes and insurance;
- improve our services, website and client experience; and
- send you information about our services, where permitted (see section 6).
We will not use your personal information for any other purpose unless you consent, or the use is required or authorised by law.
Laws that require us to collect information
Some of the information we collect is required by law, including:
- real estate agency laws — including the Property Occupations Act 2014 (Qld), the Property and Stock Agents Act 2002 (NSW) and the Estate Agents Act 1980 (Vic), which require us to keep appointment documents, transaction records and trust account records; and
- the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) — which, from 1 July 2026, requires real estate professionals providing certain services to carry out customer due diligence and to report to AUSTRAC.
Identity verification and AML/CTF
Before we provide certain services, we may need to verify your identity and carry out customer due diligence. This may involve your full name, date of birth, residential address, occupation, identity documents, details of the beneficial owners of any company or trust buying the property, the purpose of the purchase and the source of your funds or wealth.
We use AML Partners, an Australian AML/CTF compliance provider, to help us carry out these checks. We use this information to meet our legal obligations, assess risk, keep the records the law requires and, where required, report to AUSTRAC. Where the law prevents it, we may not be able to tell you that a report has been made.
If you don’t provide the information requested, we may be unable to provide the service or proceed with the transaction. We keep AML/CTF records for the period the law requires (generally seven years), then securely destroy or de-identify them.
Automated decision-making
We do not use computer programs to make decisions about you that could significantly affect your rights or interests without human involvement. We use software and AI-assisted tools to help with administrative tasks — such as scheduling, drafting correspondence, summarising notes and analysing property data — but all decisions about our services and your purchase are made by a person.
5. Who we disclose personal information to
We do not sell, rent or trade your personal information. We only disclose it for the purposes in this policy, with your consent, or where required or authorised by law. Recipients may include:
- parties to your purchase — selling agents, vendors and their representatives, when we make enquiries, inspect or negotiate for you;
- professionals you engage or ask us to contact — solicitors and conveyancers, mortgage brokers and lenders, building and pest inspectors, valuers, property managers, quantity surveyors, accountants and tradespeople;
- our service providers — businesses that help us run BBP, such as email and cloud storage, website hosting and forms, online booking, electronic signing, email marketing, messaging, video conferencing and identity verification providers;
- our professional advisers and insurers — including lawyers, accountants, auditors and professional indemnity insurers;
- government and regulators — such as AUSTRAC, the Office of Fair Trading (Qld), NSW Fair Trading, Consumer Affairs Victoria, the ATO, courts, tribunals and law enforcement, where required or authorised by law; and
- a buyer or successor of our business, if BBP is sold or restructured, subject to confidentiality.
When we share information with service providers, we take reasonable steps to make sure they protect it and use it only for the purpose we provide it for.
Referral relationships
We may recommend other professionals, such as mortgage brokers or conveyancers. We will only pass on your details with your consent. If we receive a referral fee or other benefit, we will tell you before you proceed, as required by law.
Disclosure overseas
Some of our service providers store or process data outside Australia. Based on their published information, these include:
| Provider | What we use it for | Where data may be stored or processed |
|---|---|---|
| Google (Workspace and Analytics) | Email, calendar, documents, video calls, website analytics | Google data centres worldwide, including the United States |
| Meta (Facebook, Instagram, WhatsApp, Meta Pixel) | Messaging, social media, website advertising measurement | United States, Ireland and other countries where Meta operates |
| Calendly | Online booking of calls | United States |
| BoldSign | Electronic signing of appointment documents | Australia and/or the United States (email notifications are processed in the United States) |
| Systeme.io | Email marketing and booking workflows | Ireland (European Union) |
| AML Partners | Identity verification and AML/CTF compliance | Australia |
As a result, your personal information may be held or accessed in the United States, Ireland and other countries where these providers operate.
We take reasonable steps to ensure overseas recipients handle your information consistently with the APPs, for example by choosing reputable providers with appropriate security and privacy commitments.
6. Direct marketing
We may use your name and contact details to send you information about our services, market insights and educational content, by email, SMS or other electronic means. We only send electronic marketing in line with the Spam Act 2003 (Cth) — with your consent, which may be express or inferred from our relationship.
You can opt out at any time by using the unsubscribe link in our emails, replying “STOP” to an SMS, or contacting us (see section 9). We will process your request promptly and free of charge. Even if you opt out, we may still contact you about services you have engaged us for.
We do not use sensitive information for marketing, and we do not sell or share your details with third parties for their own marketing.
7. Our website, cookies and analytics
When you visit buybetterproperty.com.au, we and our service providers may collect technical information such as your IP address, browser and device type, operating system, pages visited, time of visit and the website that referred you. We use this to run and secure the website, understand how it is used, and improve it.
Our website uses cookies — small files stored on your device. Some are essential for the website and forms to work. Others help us measure traffic and the performance of our content and advertising, and may be set by third parties such as analytics and social media platforms (for example, Google and Meta).
You can set your browser to refuse or delete cookies. If you do, some parts of the website may not work as intended.
You can browse our website without telling us who you are. We only identify you if you choose to give us your details, for example by submitting a form.
Links and social media
Our website and content may link to other websites and social media platforms, such as Instagram, YouTube, LinkedIn and Facebook. We are not responsible for their privacy practices. We encourage you to read their privacy policies.
8. Security, retention and data breaches
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include password-protected and multi-factor-authenticated accounts, access limited to people who need it, reputable cloud providers with encryption, and secure electronic signing.
No method of sending or storing information online is completely secure. Please take care when sending us personal information, and contact us immediately if you suspect any unauthorised use of your information or accounts.
How long we keep information
We keep personal information only for as long as we need it for the purposes in this policy, or as long as the law requires. Real estate agency laws and the AML/CTF Act require us to keep certain records for a number of years after a transaction or engagement ends. When we no longer need information, we take reasonable steps to securely destroy or de-identify it.
Data breaches
If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.
9. Access, correction, anonymity and complaints
Access and correction
You can ask for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact us in writing. We may need to verify your identity first.
We will respond within 30 days. We do not charge for making a request or for correcting information. We may charge a reasonable fee to cover the cost of providing access, and will tell you before we do. If we refuse access or correction, we will explain why in writing, unless it would be unreasonable to do so, and tell you how to complain.
Dealing with us anonymously
You can make general enquiries without identifying yourself, or by using a pseudonym. However, we cannot act for you in a property purchase or carry out legally required identity checks unless you identify yourself.
Complaints
If you have a concern about how we have handled your personal information, please contact our Privacy Officer in writing with the details. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:
- Website: www.oaic.gov.au
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
Contact us
Privacy Officer — Buy Better Property Pty Ltd
- Name: Raul Engel
- Email: raul@buybetterproperty.com.au
- Phone: 0481 035 467
- Post: 40 Macadie Way, Merrimac QLD 4226
10. Changes to this policy
We may update this policy from time to time to reflect changes in our services, practices or the law. The current version will always be available on our website, with the date it was last updated. Changes take effect when published.