Melbourne Acquisitions Pty Ltd is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information. A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au.
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website www.melbourneacquisitions.com.au, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing. When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Melbourne Acquisitions will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information, we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
This privacy policy was last updated on 24 October 2022.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at:
Address: 19A Church Street, Brighton VIC 3186
Email: admin@m-acquisitions.com.au
Tel: 03 8395 2550
Complaint Handling and Dispute Resolution Policy
Melbourne Acquisitions seeks to maintain its reputation as a professional real estate agency, and it is committed to maintaining its responsiveness to the needs and concerns of clients.
This policy provides guidance on the manner in which Melbourne Acquisitions handles complaints that are made against the agency, its services and its employees, and provides advice in relation to the timely, professional and appropriate resolution of complaints.
What is a complaint?
ISO 10002-2006 – Customer Satisfaction – Guidelines, defines a complaint as ‘an expression of dissatisfaction made to an organisation related to its products, or the complaints handling process itself where a response of resolution is explicitly or implicitly expected’. Any person who is dissatisfied with the products or services provided by Melbourne Acquisitions is entitled to make a confidential complaint.
How to make a complaint
In the first instance, it is encouraged that the issue be raised the staff member in question, as it is likely that a resolution will be immediately offered.
If the resolution provided is not satisfactory, a formal complaint can be made by contacting the Managing Director by:
Telephone: 03 8395 2550
Email: admin@m-acquisitions.com.au
By appointment: 19A Church Street, Brighton VIC 3186
Post: PO Box 9055, Brighton VIC 3186
It is essential that the complaint includes as much detail as possible, including the desired outcome.
If assistance is required to describe or send a complaint, or if you would like to discuss your concerns informally first, please contact us.
How complaints will be handled
The Managing Director will oversee the complaints process. This person is responsible for working with you and relevant staff to ensure that the issues you raise 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. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
Melbourne Acquisitions will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
You will always receive an acknowledgment of receipt of the complaint 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 try to finalise the matter within five business days.
Action taken in response to a complaint
If it is decided that your complaint is justified, we will decide what action should be taken. 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
- Give you 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
Continued dissatisfaction
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 73 70 30 during business hours to discuss your complaint.