Privacy Policy

About this policy

Coastline Assets (ABN 72 921 569 705) is a Property Buyers Agent based in Victoria, Australia.

This policy explains how we handle personal information. It applies to this website and to our business generally. It does not replace the confidentiality terms in a client engagement agreement, which sit alongside it.

We handle personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles and the Notifiable Data Breaches scheme.

What personal information we collect and hold

When you contact us. Your name, email address, phone number, the name of your business, and whatever you write in your message or say on the phone.

When you visit this website. Our web server and our security provider record your IP address, your browser and operating system, the pages you visit, and the time of your visit. This is standard security logging.

When you become a client. We will collect your first and last names, position, email address, phone number, mobile telephone number, bank details, address, employer/business name and the content of any contact and enquiry forms, emails or other correspondence you submit to us on our website or otherwise.

Sensitive information about you. We do not seek sensitive information about you. However, the customer due diligence we are required to perform (including politically exposed person, sanctions and adverse media screening) may return information about political affiliations or criminal history. Identity documents may also disclose country of birth. Where this occurs, we collect and hold that information only because the law requires it, and we use it only for that purpose.

How we collect it

We collect personal information directly from you. When you fill in our contact form, send us an email, ring us, or speak to us in a meeting.

When we are required to verify your identity. Identity documents and the information on them (including driver licence, passport or other document numbers), date of birth, and records about the source of your funds and, where required, your source of wealth. We collect this because the law requires us to, and we cannot provide the service without it.

We do not buy personal information. We do not collect it from list brokers, data brokers, or social media scraping.

We collect technical information automatically when you visit this website, as described above.

We do not combine your information with data from outside sources for marketing or profiling. Where the law requires us to verify your identity or the source of your funds, we do check the information you give us against independent and reliable sources, and we keep a record of what we checked.

Being anonymous

You can ask us a general question without telling us who you are. Ring us, or write from an anonymous email address, and we will still answer.

We cannot do work anonymously. We must comply with:

• the AML/CTF Amendment Act 2024 (Cth) (introducing the new designated services)
• the AML/CTF Act 2006 (Cth) (the primary legislation)
• the AML/CTF Rules 2025 (detailed obligations, procedures and exemptions).

How we hold it

Email and documents. Microsoft 365, stored in Australian datacentres. Microsoft is a global provider, and some processing could take place outside Australia.

Anti-Money Laundering / Customer Due Diligence (AML/CDD) Platform. We use Sytrico to carry out and record customer identification and verification. Data is stored in Australia.

CRM. We use Zoho Corporation's cloud services to store and manage client records, including contact details, correspondence, and information relating to the services we provide. Client data held in these systems is stored in Zoho's Australian data centre region. Zoho acts as a service provider processing this information on our behalf and under our instructions; it does not use client data for its own purposes. Where Zoho or its related entities access data from outside Australia (including for technical support, maintenance, or system administration) this may involve an overseas disclosure of personal information under Australian Privacy Principle 8. We take reasonable steps to ensure that any such handling is consistent with the Australian Privacy Principles, including through our contractual arrangements with Zoho. Access to client records within these systems is restricted to personnel who require it to perform their role and is protected by multi-factor authentication and role-based permissions.

Why we collect, hold, use and disclose it

• To answer your enquiry
• To provide services you have engaged us for
• To invoice you and keep the financial records the law requires
• To keep this website running and to protect it from attack
• To meet our legal and regulatory obligations
• To provide marketing services
• To provide advertising and analytical services

That is the complete list. We do not use your information for anything else.

We do not sell, rent or trade personal information.

We send marketing email, and we run a mailing list.

We may use your reviews as testimonials, but only with your consent.

We disclose your information only:

• to the service providers who hold it on our behalf
• where you have asked us to
• where we are required to by law

In some circumstances the law prohibits us from telling you that we have made a report. Where that applies, we cannot give you access to that specific information.

How we use AI

We use AI tools to help with research, drafting and meeting notes. Where we use AI on anything that identifies you, we tell you first. Every document you receive has been written or reviewed by a person, and AI does not make decisions about your property search, your offer, or your money.

Sending information overseas

We may transfer personal information to our contractors and service providers who assist us with the supply and provision of our services and/or our website, and to assist us with the operation of our business generally, where we consider it necessary for them to provide that assistance. We will take reasonable steps to ensure that such recipients do not breach the Australian Privacy Principles in relation to personal information or other relevant State and Territory laws (as applicable).

We currently engage offshore contractors and technical support.

Cookies

Cookies are small text files placed on your device when you visit this website. We use them to keep the site working properly, to remember your preferences and settings so you do not have to enter them again, and to understand how visitors move through the site so we can improve it. You can control cookies through your browser settings, including refusing them or deleting those already stored. Essential cookies cannot be switched off without affecting how the site works; if you block other cookies, the website will still function, though some features may not work as well.

We also use cookies for tracking and advertising purposes. These include analytics cookies, which tell us which pages are visited and how people found us, and advertising cookies set by third parties, which allow advertisements for our services to be shown to you on other websites. Information collected through these cookies may be disclosed to the analytics and advertising providers who set them, and some of those providers are located overseas. We do not use cookies to collect sensitive information about you.

How long we keep it

When the period ends, we delete the information or de-identify it.

Accessing and correcting your information

Access. You can ask for a copy of the personal information we hold about you. Email team@coastlineassets.au or write to us. We will ask you to confirm your identity before we release anything, and we will respond within 30 days. There is no charge.

There are limited situations where we cannot give you access — for example, where the law prohibits it, or where giving access would unreasonably affect someone else's privacy. If we refuse, we will tell you why in writing and explain how to complain.

Correction. If anything we hold about you is wrong, out of date or incomplete, tell us and we will fix it. If we disagree that a correction is needed, we will tell you why and you can ask us to attach a statement to the record noting that you disagree.

Deletion. You can ask us to delete your information. We will, unless we are required to keep it — the law requires us to keep customer identification and transaction records for seven years, and we cannot delete those before that period ends. Where we cannot delete something, we will tell you which obligation applies.

Making a complaint

If you think we have mishandled your personal information, tell us.

Step 1. Email team@coastlineassets.au , or write to us, and set out what happened.

Step 2. We will acknowledge your complaint within five business days and give you a written response within 30 days. If we have got something wrong, we will say so and fix it.

Step 3. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

• oaic.gov.au
• 1300 363 992
• GPO Box 5218, Sydney NSW 2001

You do not need our permission to do this.

Changes to this policy

We review this policy when the way we work changes, and at least once a year. The version number and date at the top tell you when it last changed.

Getting this policy in another format

If you would like this policy in a different format, ask and we will provide it, free of charge.

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