The Buxton Real Estate Group Pty Ltd ACN 101 445 970 and its related bodies including Buxton corporate and its franchisees (together Buxton, we, our, us) recognise the importance of protecting the privacy and the rights of individuals in relation to their personal information. This Privacy Policy sets out how we collect and manage personal information and the steps we take to protect it.
Buxton is committed to collecting, using and disclosing personal information in accordance with the Privacy Act 1988 (Cth) (the Act) and the Australian Privacy Principles (APPs).
This Privacy Policy is intended to inform you about the following:
what type of personal information Buxton collects;
how Buxton collects your personal information;
the purposes for which Buxton uses and discloses that information;
how Buxton maintains and keeps your personal information secure;
how you may access, correct or update any personal information that Buxton holds about you; and
the process for complaining about a breach of privacy.
When used in this privacy policy, the term “personal information” has the meaning given to it in the Act. In general terms, it is any information that can be used to personally identify you. This may include your name, address, telephone number, email address and profession or occupation. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.
2. What personal information do we collect and hold?
Buxton may collect information about you and your interactions with us. The types of information that we collect will depend on our dealings with you.
2.1 Current and prospective vendors, purchasers or landlordsWe may collect any of the following information about you if you are a current or prospective vendor, purchaser or landlord of real estate:
contact details (including, name, address, telephone number and email address);
personal information (age or birth date, profession/occupation/job title);
driver’s license number;
property ownership details including details of properties sold or acquired, current holdings;
desired property ownership details; and
any additional information relating to you that you provide to us directly through our websites or indirectly through use of our websites or online presence, through our representatives or otherwise and information you provide to us through our service centre, customer surveys or visits by our representatives from time to time.
If you are a current or prospective tenant for a rental property, Buxton may collect the following additional information from you:
contact details (including, name, address, telephone number and email address);
personal information (age or birth date, profession/occupation/job title);
driver’s license, passport and/or other forms of identification;
employment details such as your employment status, employer, salary, length of employment;
other sources of income; and
personal and financial referees whom we may contact about your application.
We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect anonymous answers to surveys or aggregated information about how users use our website.
Buxton collects your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect in various ways, including:
when you write to or email us when you access and use our website; during conversations between you and our representatives;
by contracting with us;
when you enter competitions, promotions or request information or material from us;
when you complete surveys or provide us with feedback; and
when you make enquiries with us or a listing website (such as realestate.com and Domain).
Buxton may also collect information about you from the following third-party sources:
various databases in the public domain such as Telstra White Pages, Australia Post DPID database, Titles Office or other property databases;
your representatives (lawyers, accountants and financial advisers);
your employer;
the National Tenancy Database (NTD) operated through Veda Advantage Information Services and Solutions Limited (Veda);
law enforcement agencies and other government entities;
referrals and recommendations from existing clients of Buxton;
listing websites such as realestate.com and Domain when you make an enquiry on a listing and a Buxton agent is the responsible agent for that listing; and
publicly available sources of information or any other organisation where you have given your consent.
In some cases, we may also collect your information through the use of cookies. When you access our website, we may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer and greet you each time you visit our website without bothering you with a request to register. It also enables us to keep track of products or services you view so that, if you consent, we can send you news about those products or services. We also use cookies to measure traffic patterns, to determine which areas of our website have been visited and to measure transaction patterns in the aggregate. We use this to research our users’ habits so that we can improve our online products and services. If you do not wish to receive cookies, you can set your browser so that your computer does not accept them.
We may log IP addresses (that is, the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track users movements, and gather broad demographic information.
To some extent you can preserve your anonymity when you deal with Buxton. You can browse our website without providing any personal information, you can access our real-estate advertising in various publications and in some instances whereby the auction is held on the street and you do not intend to bid, and you may not be requested to provide personal information.
If you do not provide us with the personal information described above, some or all of the following may happen:
we may not be able to provide the requested products or services to you, either to the same standard or at all;
we may not be able to provide you with information about products and services that you may want; or
we may be unable to tailor the content of our websites to your preferences, and your experience of our websites may not be as enjoyable or useful.
Buxton collects personal information so that we can perform our business activities and functions and to provide best possible quality of customer service.
We collect, hold, use and disclose your personal information for the following purposes:
to provide products and services to you and to send communications requested by you;
to answer enquiries and provide information or advice about existing and new products or services;
to provide you with access to protected areas of our website;
to assess the performance of the website and to improve the operation of the website;
to conduct business processing functions including providing personal information to our related bodies corporate, contractors, service providers or other third parties;
for the administrative, marketing (including direct marketing), planning, product or service development, quality control, survey and research purposes of Buxton, its related bodies corporate, contractors, franchisees, franchisees’ real estate agents or service providers;
for tenancy verification and identity purposes;
to provide your updated personal information to our related bodies corporate, contractors or service providers;
to update our records and keep your contact details up to date;
to process and respond to any complaint made by you; and
to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country (or political sub-division of a country).
We may disclose your personal information:
within Buxton and to Buxton’s related bodies corporate, including between Buxton franchisees and subsidiaries of Buxton Real Estate Group Pty Ltd;
to Buxton employees and our contractors or service providers for the purposes of operation of our website or our business, fulfilling requests by you, and to otherwise provide services to you;
to parties associated with delivering the service of buying/selling properties;
if you are a tenant of any property that we are managing, to the National Tenancy Database;
to suppliers and other third parties with whom we have commercial relationships, for business, marketing, and other commercial purposes;
to third party business partners for the purpose of offering you products or services that Buxton considers relevant to you;
to government and law enforcement bodies where required by law, including to the Titles Office and the Residential Tenancies Bond Authority; and
to any organisation for any authorised purpose with your express consent.
Sometimes Buxton or Buxton franchisees may need to outsource some of our administrative and other property-related functions to external organisations such as advertising agencies, signwriters, building and garden maintenance contractors or consultants such as accountants, lawyers, surveyors and other advisors. Other third-parties may include web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors, and other business advisors and consultants.
7.2 Do we disclose your personal information to anyone outside Australia?We may disclose your personal information to entities located outside of Australia, including the following:
our related bodies corporate, located in foreign countries including the United States of America, New Zealand, Hong Kong, China and Singapore; and
other third parties located in various countries including New Zealand and the United Kingdom.
Buxton real estate agents may collect personal information from you directly when you make enquiries about a listing, inspect a property, or ask to receive communications from that agent. If an agent ends their employment with Buxton, the agent may continue to use your personal information from any new place of employment.
Agents are required to only use your personal information for the purpose for which it was collected. If you no longer wish to receive communications from an agent, you should use the opt-out facility in the communication or otherwise contact the agent directly. If you are still not satisfied with the handling of your personal information, you may contact the Office of the Australian Information Commissioner (see contact details below).
We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS, fax and email, in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth). If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time you may opt-out of receiving marketing communications from us by contacting us (see the details below) or by using opt-out facilities provided in the marketing communications and we will then ensure that your name is removed from our mailing list.
You may request access to any personal information we hold about you at any time by contacting us (see the details below). Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). Buxton may charge you a reasonable fee to cover its administrative and other reasonable costs in providing the information to you. Buxton will not charge for simply making the request and will not charge for making any corrections to your personal information.
Buxton may not be able to provide access to information in some situations, including:
where in Buxton’s opinion providing your access may create a serious threat to the life or health of any individual or may be an unreasonable intrusion into the privacy of another individual;
where your request for access is, in Buxton’s opinion, frivolous or vexatious; or
where providing access would be unlawful, may prejudice an investigation of possible unlawful activity, may prejudice enforcement of law, or denying access is specifically authorised by law.
To obtain access to your personal information:
we may request proof of identity to ensure that personal information is provided only to the correct individuals and that the privacy of others is protected; and
Buxton requests that you be reasonably specific about the information you require.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment.
Buxton will endeavour to respond to your request to access or correct your personal information within 30 days from your request. If Buxton refuses your request to access or correct your personal information, Buxton will provide you with written reasons for the refusal and details of complaint mechanisms. Buxton will also take steps reasonable in the circumstance to provide you with access in a manner that meets your needs and the needs of Buxton.
Certain services that we provide are regulated under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and Anti-Money Laundering and Counter Terrorism Financing Rules 2025 (Cth) (AML/CTF laws).
The AML/CTF laws require us to undertake initial and continuing due diligence (known as ‘Customer Due Diligence’) on new and existing customers where we expect to provide certain services (known as ‘designated services’), for example, where we act as your agent in the sale or purchase of real estate. Our Customer Due Diligence obligations may necessitate the collection of additional information from you (known as ‘Know Your Customer’ information), including personal information regulated under the Privacy Act 1988 (Cth).
11.1 Collection of Know Your Customer informationWhy we need to collect your Know Your Customer information
We collect your personal information to comply with our Customer Due Diligence obligations under the AML/CTF Act. This includes to:
establish and verify your identity before providing certain services to you or the person you are acting on behalf of;
assess and manage potential money laundering, terrorism financing, proliferation financing risks or related compliance risks associated with the provision of our services;
make reports required by law under the AML/CTF Act; and
meet record keeping obligations under the AML/CTF Act.
Types of personal information that we collect for AML/CTF purposes
The types of personal information that we collect for AML/CTF compliance purposes might include (but is not limited to):
your first and last name;
email;
gender;
residential address;
date of birth/age;
identity documents;
country of residence and location data; and
country of citizenship.
We are authorised to collect information for Customer Due Diligence and AML/CTF purposes under section 28(3)(c) of the AML/CTF Act.
11.2 How we collect your Know Your Customer informationWhere possible, we will collect information required for Customer Due Diligence from the customer directly. We may also collect information about customers from publicly available sources or related parties where we are permitted to do so under the Privacy Act, including where it is impractical or unreasonable to collect from the customer or relevant person directly.
Collection of personal information through First AML
Buxton engages the AML/CTF provider trading as First AML (First AML Limited ACN 643 929 140) (First AML) to assist us with our Know Your Customer and other obligations under the AML/CTF laws. We may decide to change our AML/CTF provider, which could change the way in which your Know Your Customer information is handled, and the location in which it is stored and processed.
First AML and its affiliates may collect the following types of personal information from you on our behalf (as well as the information listed above):
IP address, device ID, domain server;
type of device, operating system and browser used;
photos/selfies/videos;
identity documents;
country of residence and location data; and
other documents that you provide to First AML.
First AML and its affiliates may also collect sensitive information about you on our behalf including the following:
biometric data such as faceprints;
racial or ethnic origin; and
other categories of sensitive information contained in documents uploaded by customers into the First AML platform.
We may use the information and analysis generated by First AML to form an opinion about whether a customer presents an AML/CTF risk and to assist us in meeting our notification obligations to law enforcement bodies such as AUSTRAC under the AML/CTF laws.
First AML uses personal information it holds to prepare an AML/CTF risk assessment report and attribute an AML/CTF risk rating to individuals and clients. First AML’s risk assessment is based on algorithms which are designed to detect and rate AML/CTF risk.
If First AML flags an AML/CTF risk in relation to a client, First AML will notify us of that potential risk. We review each risk report generated by First AML to form a view on whether there is an AML/CTF risk, and whether we are required to report the identified risk to AUSTRAC or take any other such steps required under the AML/CTF laws.
11.4 Identity verificationWe may be required to verify your identity under the AML/CTF laws. We engage First AML to facilitate this process, which uses credit reporting bodies including Equifax Limited (a company and credit reporting body registered in England under Registered No. 2425920 (Equifax) as a sub-processor to undertake online identity verification services. Your personal information may be disclosed outside of Australia (to England) for that purpose.
Where we have engaged First AML to assist us in verifying your identity, First AML will disclose your personal information to Equifax so that Equifax can verify your identity and provide the results to us. We are authorised to disclose personal information to Equifax for the purpose of verifying an individual’s identity under section 35A of the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
11.5 What happens if we cannot collect your information?If you do not provide us with the information we request or otherwise we do not have the information we require to conduct Customer Due Diligence, we may not be able to verify your identity and complete the required AML/CTF checks, and may not be able to provide you (or the person you are acting on behalf of) with the services you have requested.
Location of processing and transfer of personal information outside of Australia
First AML has affiliates based in New Zealand and the United Kingdom which may provide support to First AML and act as sub-processors of your personal information. Your personal information may be disclosed to New Zealand and the United Kingdom for that purpose.
First AML engages other sub-processors located outside of Australia, including in Austria, the United States, Ireland, New Zealand, the United Kingdom, and Switzerland. Your personal information may be disclosed to those countries by First AML. First AML may change its sub-processors from time to time which may change the manner and location in which your personal information is handled and processed. Further information about First AML’s data handing practices and sub-processors can be found in its privacy statement and Data Processing Addendum.
11.6 How long do we hold your Know Your Customer information?
We are required to keep records under the AML/CTF laws about certain transactions and our identity verification procedures. We are generally required to keep such records for at least seven years, although we may hold those records for longer in certain circumstances.
Buxton will take reasonable steps to ensure information Buxton collects, uses or discloses is stored in a secure environment to mitigate interference, misuse, loss, unauthorised access, modification or disclosure. Buxton endeavours to provide a secure environment and a reliable system but you should be aware that there are inherent risks associated with the electronic storage and transmission of information (particularly via the internet) which cannot be guaranteed to be 100% secure.
Our website may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third-party website and we are not responsible for the privacy policies or the content of any third-party website. Third party websites are responsible for informing you about their own privacy practices.
14. Addressing complaints or concerns
If you have any questions about our privacy policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy, please contact our Privacy Officer using the details set out below. We will aim to ensure that your complaint is resolved in timely and appropriate manner.
Privacy Officer
Post: Suite 105-106, 15 Corporate Drive, Heatherton VIC 3202
Email: privacy@buxton.com.au
14.1 What if you are unable to resolve my complaint or concern?
If we are unable to resolve your complaint within this time, or you are unhappy with the outcome, you may refer your complaint to the Office of the Australian Information Commissioner. The Australian Information Commissioner can be contacted at the below details:
The Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 1042
Phone: 1300 363 992
E-mail: enquiries@oaic.gov.au
Changes to our Privacy Policy
We may change this Privacy Policy from time to time, and any updates will be posted on our websites. This Privacy Policy was last updated on 15 June 2026.
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