Privacy Policy

1. Our Commitment to Privacy

Lakes and Hill Realty ("Lakes and Hill", "we", "us" or "our") is committed to protecting your personal

information and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles

(APPs). This policy explains how we collect, use, disclose, store and protect your personal

information, and how you can access and correct it.

This policy applies to Lakes and Hill Realty and its corporate administration.

2. What Personal Information We Collect

Personal information is information or an opinion about an identified or reasonably identifiable

individual. We collect personal information that is reasonably necessary to carry out our business

functions, including:

• Name, address, phone number and email address

• Financial information (where relevant to a property transaction)

• Property-related information (ownership details, tenancy information, valuation data)

• Employment information (for staff and contractors — see note below)

• Information you provide when completing forms, surveys, or enquiries on our website

• Website usage data collected via cookies and analytics tools (see Section 9)

Note on employee records: Personal information held by Lakes and Hill Realty in relation to current

or former employment relationships is exempt from the Privacy Act 1988 under the employee

records exemption. Staff with questions about how their employment records are managed should

contact HR directly.

We only collect sensitive information (such as health, racial or ethnic origin, or criminal record

information) where you have consented, or where we are required or authorised by law to do so. We

do not knowingly collect personal information from children under the age of 18 without the consent

of a parent or guardian. Where we collect information about dependents (such as children listed on

a tenancy application), this is done with the consent of the responsible adult providing the

information.

3. How We Collect Personal Information

We collect personal information directly from you where possible, including when you:

• Contact us by phone, email, or through our website

• Engage us as a vendor, purchaser, landlord, tenant or applicant

• Complete an application, form, or survey

• Attend an Lakes and Hill event, seminar or training program

• Interact with us through social media platforms (Facebook, Instagram, YouTube)

We may also collect personal information from third parties, including tenancy databases, other real

estate agents, government bodies, and publicly available sources, where this is reasonably

necessary for our functions. Where we collect information about you from a third party, we will notify

you as soon as practicable.

3.1 Identity Verification (AML/CTF Obligations)

In accordance with our obligations under the Anti-Money Laundering and Counter-Terrorism

Financing Act 2006 (AML/CTF Act), we may be required to collect and verify identity documents from

vendors and purchasers as part of certain property transactions. This information is collected and

handled in accordance with AUSTRAC requirements and is not used for any other purpose without

your consent.

4. How We Use Your Personal Information

We use your personal information for the purposes for which it was collected, and for related

purposes you would reasonably expect, including:

• Providing real estate services (sales, property management, leasing)

• Promoting and marketing Lakes and Hill Realty and properties listed with us

• Communicating with vendors, purchasers, landlords, tenants and the public

• Managing employment and contractor relationships

• Conducting training programs, seminars and conferences

• Meeting our legal and regulatory obligations

• Improving our services and website

We may also use your personal information to send you marketing communications about our

services and properties. You may opt out at any time (see Section 8).

5. Disclosure of Your Personal Information

We may disclose your personal information to:

• Independently owned and operated Lakes and Hill Realty member offices best positioned to

assist with your enquiry

• Business partners and service providers who assist us in delivering our services (e.g. property

management software, marketing platforms, IT services)

• Government bodies, courts, or regulators where required or authorised by law

• Other parties with your consent

We do not sell your personal information to third parties.

5.1 Overseas Disclosure

We use cloud-based software and IT services where data may be stored or processed outside

Australia. These include services provided by Google (United States), Reapit CRM, and other cloud

service providers. We take reasonable steps to ensure that overseas recipients handle your personal

information in a manner consistent with the Australian Privacy Principles, including through

contractual protections.

By providing us with your personal information, you acknowledge that it may be disclosed to

overseas recipients in these circumstances.

6. Security of Your Personal Information

We take your privacy and data security seriously. We implement reasonable technical and

organisational measures to protect personal information from misuse, interference, loss, and

unauthorised access, modification or disclosure. These measures include:

• Secure, password-protected systems with access limited to authorised personnel

• Encryption of data in transit and at rest where appropriate

• Regular review of our security practices and systems

• Staff training on privacy obligations and data handling

• Secure disposal of personal information no longer required

We retain personal information for as long as is necessary for the purpose for which it was collected,

or as required or authorised by law. When personal information is no longer needed, we take

reasonable steps to destroy or de-identify it securely.

If you become aware of any security concerns related to your information held by us, please contact

us immediately at admin@lakesandhill.com.au.

6.1 Data Breach Notification

We comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988. If we

reasonably believe there has been an eligible data breach involving your personal information — that

is, a breach likely to result in serious harm to you — we will notify you and the Office of the Australian

Information Commissioner (OAIC) as soon as practicable.

7. Automated Decision-Making and AI Tools

Lakes and Hill Realty currently use artificial intelligence (AI) tools to assist with certain business

functions, including communications management, document processing, and administrative

support. These tools may process personal information as part of their normal operation. Where AI

tools are used in a way that directly affects individuals, we take steps to ensure those decisions are

fair, accurate and subject to human review. AI tools do not make final decisions about individuals

without human oversight.

In accordance with obligations taking effect on 10 December 2026, we will update this policy to

provide specific disclosure about automated decision-making processes that directly affect

individuals, as required under the Privacy and Other Legislation Amendment Act 2024.

8. Direct Marketing and Opting Out

We may contact you with information about our services, properties, and events. If you do not wish

to receive marketing communications, you can opt out at any time by:

• Using the unsubscribe link in any marketing email we send you

• Emailing us at admin@lakesandhill.com.au

• Calling us on (07) --------

We will action your request as soon as practicable. Note that opting out of Lakes and Hill Realty's

communications does not automatically remove you from the mailing lists of independent Lakes and

Hill Realty member offices — please contact them directly to opt out of their communications.

9. Website and Cookies

Our website may use cookies and similar technologies to collect anonymous data about how visitors

use the site. This information is used to improve the website and does not identify you personally.

You may adjust your browser settings to refuse cookies, although this may affect the functionality of

some parts of our website.

Our website may contain links to third-party websites, including the websites of Lakes and Hill Realty

member offices. We are not responsible for the privacy practices of those websites and encourage

you to review their privacy policies.

We also use social networking services (Facebook, Instagram, YouTube) to communicate with the

public. When you interact with us on these platforms, those services will also handle your personal

information in accordance with their own privacy policies.

10. Access and Correction

You have the right to request access to the personal information we hold about you, and to request

that we correct any information that is inaccurate, incomplete or out of date. To make a request,

please contact us at:

• Email: admin@lakesandhill.com.au

• Phone: (07) -------

• Address: 13/104 Gympie Road, Strathpine QLD 4500

We will respond to access requests within 30 days. We may charge a reasonable fee to cover the

cost of retrieving and providing the information. There are limited circumstances in which we may

decline an access request, which we will explain to you if applicable.

11. Complaints

If you believe we have mishandled your personal information, please contact us using the details

above. We will acknowledge your complaint within 7 days and provide a response within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian

Information Commissioner (OAIC):

• Website: www.oaic.gov.au

• Phone: 1300 363 992

You also have the right under the Privacy and Other Legislation Amendment Act 2024 to seek civil

remedies for serious invasions of privacy.

12. Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal

obligations. We will post the updated policy on our website with a revised "last updated" date. We

encourage you to review this policy periodically.