Netstrata Privacy Policy

Netstrata Privacy Policy

This Privacy Policy explains how Network Strata Services Pty Ltd (trading as Netstrata) and its related entities collect, use, hold and disclose your personal information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

It applies to personal information you provide to us:

• by notices or information issued to us under section 22 of the Strata Schemes Management Act 2015 (NSW) or section 28 of the Community Land Management Act 2021 (NSW) (the Acts);
• by notices provided to us by third parties such as your solicitor, real estate agent, property manager or the appointed building manager for your scheme;
• through electronic means such as email, netstrata.com.au, deft.com.au, the Netstrata Space mobile application, your scheme’s online portal or other online services operated by us or our service providers;
• and under any other agreement or arrangement.

 

What information we collect

The types of personal information we collect are largely set out in section 22 and section 28 of the Acts. We collect details such as your name, address, billing address, telephone numbers and email address. Levy payments are processed through DEFT, and some payments made to us by suppliers are processed through Pin Payments. These payment providers collect and process your payment card or bank account details directly; we do not collect or store your full card or account details, and we receive only the payment confirmation and reference information needed to receipt your payment.

We only collect sensitive information (as defined in the Privacy Act) where you have expressly consented and the information is reasonably necessary for our functions, or where collection is otherwise permitted by law.

 

How we collect information

We may collect personal information when you deal with us by telephone, send us correspondence (by letter or email), visit our website, make levy payments by telephone or online, or have contact with us in person. We also collect information about you from third parties, for example: from your agent or solicitor when transmitting notices under the Acts; from your real estate agent where one has been appointed to manage your property; through a survey issued by our company; or through a request for updated information.

 

How we use your personal information

We collect and use your personal information to:

• record your interest in strata and community properties managed by us in the strata roll or community roll;
• direct notices, minutes, levy advice and other information about your property to you in the most efficient manner;
• promptly and accurately account for payments you make; and
• deliver the management services we are engaged to provide to your scheme.

 

How we use artificial intelligence

We use artificial intelligence (AI) tools to help us deliver services efficiently. Today, this includes AI-assisted processing of supplier invoices and automated classification of documents into the correct folders in our document management system (which uses document details such as titles and dates, not the contents of documents). We are developing further AI capability, including AI-assisted search across scheme records, and will update this policy as new capability is introduced.

Our use of AI is subject to the following commitments:

• Your personal information is not used to train AI models that are made available to the public or to third parties. We may use information within our own systems to improve AI systems operated solely by or for Netstrata.
• AI outputs are assistive. They are reviewed by our staff before they take effect in a way that materially affects you or your scheme.
• The official records of your scheme are maintained in accordance with the Acts and remain the authoritative source at all times.
• We only use AI providers under enterprise agreements containing contractual privacy and data-protection obligations consistent with the Australian Privacy Principles.

 

Automated decision-making

Some of our processes use automation, including AI, to assist with administrative tasks. Today this includes the processing of supplier invoices and the classification of documents in our document management system. Routine administrative tasks such as issuing scheduled notices also use conventional automation.

Any decision that materially affects your rights, obligations or financial position is made by, or reviewed by, a person before it takes effect.

 

Disclosure of personal information to third parties

We may disclose your personal information to third parties engaged to deliver services to your scheme, for example contractors who need to contact you to arrange access to your lot. We may also disclose personal information to law enforcement agencies and government bodies where required or authorised by law.

We also use external service providers to operate our systems, including cloud hosting and data storage providers, software providers, payment processing providers, communications delivery providers (for email and SMS), and AI service providers. These providers are bound by contractual obligations to protect your personal information to a standard consistent with the Australian Privacy Principles.

 

Disclosure of personal information to related entities

We may disclose your personal information (including contact details and property-related information) to our related entities and associated businesses, including: Strata Insurance Services, Winfire, PG Martin Plumbing, Resolute Maintenance Group, Moirs Law, Evolve Reporting and Prime Strategic Outsourcing Inc.

This information is disclosed for purposes including coordinating and delivering services to your scheme (such as fire safety and compliance, insurance broking, legal, plumbing, maintenance and administrative support services), improving service efficiency and response times, updating your contact information, providing newsletters for safety, guidance or general information, and informing you about products or services that may be relevant to your property or scheme.

 

Overseas disclosure of personal information

Our primary systems and data storage are located in Australia. Some of the service providers and related entities that support our operations are located, or process information, outside Australia, including administrative support services, AI processing, and the delivery of email and SMS communications.

The countries in which your personal information may be held or processed are currently:

• the Philippines (administrative and support services provided through Prime Strategic Outsourcing Inc); and
• the United States (AI processing, and email and SMS delivery services).

Where we disclose personal information overseas, we take reasonable steps to ensure the overseas recipient handles it in accordance with the Australian Privacy Principles, including through contractual obligations. We will update this list from time to time as our service arrangements change, and we will notify schemes of material changes via the online portal or the next disclosure provided to the scheme.

 

Inspection of your scheme’s records

The Acts provide that, in certain circumstances, personal information recorded on the strata roll or community roll of a scheme managed by Netstrata must be made available to an owner, mortgagee or their authorised agent. This includes correspondence such as emails received by our company on behalf of your scheme. Information recorded in correspondence, such as email addresses, phone numbers and other personal information, may be viewed during these inspections.

We have no control over the use any person inspecting the records of your scheme may make of information they obtain, and we may not reasonably be able to restrict their access to it. The elected Secretary of a scheme is responsible for maintaining the strata roll or community roll. In schemes managed by Netstrata this responsibility is delegated to our company; this does not prevent the Secretary from accessing the information they require.

Other than as set out above and disclosure to related entities and service providers as described in this policy, we will not disclose your personal information without your consent unless disclosure is necessary to prevent an unreasonable threat to safety or damage to property, is authorised or required by law, is reasonably necessary to enforce the law, or is necessary to investigate suspected unlawful activity.

 

Direct marketing and opting out

We and our related entities may use your personal information to provide you with information about services that may be relevant to your property or scheme. You may opt out at any time by contacting us at admin@netstrata.com.au or by using the unsubscribe facility provided in our communications. We will action your request within a reasonable timeframe.

 

Disclosure of the personal information of others to you

Subject to the record inspections described above, we are unable to disclose personal information about others who have or have had an interest in a scheme managed by our company, including persons who have provided services or amenities to a scheme such as the original builder or developer, unless those persons have consented to the disclosure.

 

Data security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include encryption of information in transit and at rest, role-based access controls, multi-factor authentication for our systems, staff privacy and security training, and security reviews of our service providers.

 

Data breaches

We maintain a data breach response plan. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act.

 

How long we keep your information

We keep personal information for as long as it is needed to deliver our services and to meet our legal obligations, including record-keeping requirements under the Acts and taxation law. When personal information is no longer required, we take reasonable steps to delete or de-identify it.

 

Access to and correction of your information

You may request access to the personal information we hold about you, and we will provide it unless an exception applies under the Australian Privacy Principles. Owners can view and update their details through the ‘My Details’ page on the Netstrata Space mobile application or through the owners portal on our website.

We take reasonable steps to ensure the personal information we hold is accurate, complete and up to date whenever we collect or use it. If the information we hold about you is inaccurate, incomplete or out of date, please contact us and we will take prompt steps to correct it. Most corrections can be made online and, provided they are within our acceptance parameters, will be recorded in our systems. Owners, tenants and managing agents can access the Netstrata Space mobile application or client portal by registering their mobile number with our office.

 

Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, you can lodge a complaint with us at admin@netstrata.com.au or by writing to our office. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

 

Changes to this Privacy Policy

We may amend this Privacy Policy as our business requirements or the law changes. Changes will be published on this website.

 

Contact us

Network Strata Services Pty Ltd (trading as Netstrata),
280 Railway Parade, Carlton NSW 2218.
Phone 1300 638 787.
Email admin@netstrata.com.au