1. The personal information we collect and hold

About you, your personnel, your users, people who enquire about the Services and people who apply for a position with us, we collect and hold personal information including, but not limited to:

Personal information — name, business name, position, email address, postal address and telephone numbers.

Account information — account and login details, and records of support requests and other communications with us.

Payment information — billing details, and bank account and direct debit details.

Technical and usage information — IP address, device and browser information, log data, and records of activity in the Services.

Recruitment information — where a person applies for a position with us: their application, work history, qualifications, referee comments, and the results of any background or right to work check.

Location information — some features of some of our Services record location information, including GPS coordinates, about actions taken and records created in the Services, particularly where the device being used has GPS capability.

Information you enter into the Services — you and your users enter personal information about the people your business deals with, including but not limited to the records, details and documents needed to run your business. You decide what is entered and why. We hold it so that we can provide the Services to you.

We hold personal information in electronic form in data centres and in our business systems, and in some cases in hard copy.

2. How we collect personal information

We collect personal information:

• directly from you, your personnel, your users and people who enquire about the Services, including when an account is created, when the Services or our website are used, when we are contacted, and when a demonstration is requested or training is attended;
• from the information you and your users enter into the Services;
• automatically, from use of our website and the Services;
• from referral partners, resellers, integration partners, and your authorised representatives and professional advisers;
• from an applicant for a position with us, and from their referees and any background or right to work checking service; and
• from publicly available sources, and from government and regulatory bodies where permitted by law.

3. Why we collect, hold and use personal information

We collect, hold and use personal information to:

• provide, operate, support and administer the Services, including hosting, integrations, messaging, training, consulting and bookkeeping services;
• establish and manage your account and your users’ access;
• issue invoices and collect payment;
• respond to your enquiries, support requests and complaints;
• secure, maintain, monitor, test and improve the Services, and investigate faults, misuse and suspected unlawful activity;
• where you have opted in, train models using information that identifies an individual;
• market our products and services to you, to prospective clients and to their personnel;
• assess and process applications for employment or engagement with us; and
• comply with our legal obligations, respond to requests and orders from courts, regulators and law enforcement agencies, and establish, exercise or defend legal claims.

4. We do not discuss your data with anyone else

We deal with you about the information in your account. We do not respond to enquiries about it from your owners, tenants, guests, applicants, former staff or anyone else, and we do not confirm what your account contains. Those enquiries are for you to answer.

We disclose the information in your account only:

• to you, your users, and anyone you authorise;
• to the service providers we use to operate the Services, including hosting and infrastructure providers, payment and direct debit providers, messaging providers, artificial intelligence providers, analytics providers and support tools;
• to a third party service you connect to the Services, including booking channels and payment providers, at your direction;
• to a court, tribunal, regulator, law enforcement agency or other body with power to require it, and where the law otherwise requires or authorises us to; and
• to a person to whom we transfer all or part of our business or assets.

Where we are lawfully able to do so and it is practicable, we will tell you before we disclose your data under the fourth of those.

This section does not prevent us from communicating directly with a person who accesses the Services about their use of the Services, about its security or operation, or where we have an obligation under any law.

5. Disclosure outside Australia

We hold your data in data centres primarily located in Australia. Some of the tools and services we use to operate the Services are available only outside Australia. We are likely to disclose personal information to recipients located outside Australia, in countries including but not limited to the United States and New Zealand.

Where you connect a third party service to the Services, including but not limited to a channel manager or booking channel, we disclose data to that provider at your direction. What that provider then does with it, including sending it to recipients in other countries, is governed by your agreement with that provider and its privacy policy, not by this policy.

6. Access and correction

You, your personnel and your users may ask us for access to the personal information we hold about you, or ask us to correct it, using the contact details in section 10. We will ask you to verify your identity. We will respond within 30 days. If we refuse access or correction, we will tell you why and how you may complain.

You can view and correct the information in your account yourself, through the Services.

7. Requests from individuals in your account

If an owner, tenant, guest or other individual asks us for access to, or correction of, information held in your account, we will tell them to contact you and we will not deal with the request. You hold that information and you deal with those individuals; we do not.

The Privacy Act gives an individual rights against any organisation that holds their personal information, and we hold it because we host your account. Where the law requires us to respond directly, we will do so, we will consult you first where we are able to, and we will tell you.

8. Complaints

If you consider that we have breached the Australian Privacy Principles, you may complain to us using the contact details in section 10. Please set out what happened and the outcome you are seeking.

We will acknowledge your complaint, investigate it, and respond in writing within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. A complaint about your business, or about information you hold, is a matter for you.

9. Automated decisions

Features of the Services use rules, models and other automated processing, including artificial intelligence, to work with information held in an account and to produce output, take action or generate communications. Some of those features operate without a person reviewing the result.

Where you enable, configure or act on a feature of that kind, the decision is yours. Decisions about an account, or about a person’s dealings with your business, are made by you, not by us.

Where a feature of that kind forms part of the Services and operates without being enabled or configured by you, we use personal information in the operation of the computer programs behind it.

The kinds of personal information used in the operation of those programs include, but are not limited to: identity and contact details; tenancy, booking, property and agreement records; payment, transaction and arrears history; communications, file notes and inspection records; identity documents; and information obtained from third parties, including references, screening results and credit information.

The kinds of decisions made, or substantially and directly supported, by those programs include, but are not limited to: whether and how an amount owed is pursued or escalated; how an application, applicant, tenant or guest is assessed, scored or ranked; what amount is charged, increased, adjusted or deducted; and whether a tenancy, booking, application or access to the Services is restricted, refused or ended.

10. Contact us

Privacy enquiries, access and correction requests and complaints:

REI Master Pty Ltd, 3/142 Siganto Drive, Helensvale, Queensland 4212

admin@reimaster.com.au   |   +61 7 5519 5955

11. This policy

We may update this policy from time to time. Where you are a client, this policy forms part of your agreement with us and an update to it is a change under clause 11 of our Terms and Conditions. The current version is published, free of charge, at reimaster.com.au and reicloud.com.au.