1. Our commitment to privacy

River Place is committed to handling personal information in a careful, lawful, fair and transparent manner. Where the Privacy Act 1988 (Cth) and Australian Privacy Principles apply to River Place, we will comply with those requirements. Where River Place is not legally required to comply with a particular privacy obligation, we will still aim to handle personal information in a way that reflects good privacy practice, resident trust, security and professional building management standards.
This Privacy Policy should be read together with any privacy collection notice, form notice, portal notice, booking condition, Community Hub rule, payment notice, website term, application statement or other explanatory wording shown to you at the time your personal information is collected.
 
2. What personal information we collect
River Place may collect personal information that is reasonably necessary for our building management, residential, administrative, community, safety, security, communication and business functions.
The types of personal information we collect may include your name, residential address, postal address, apartment or lot details, email address, telephone number, emergency contact details, resident status, owner status, occupier details, tenancy or occupancy information, applicant information, correspondence records, enquiry details, booking details, payment or billing details, account details, access request details, key, swipe or fob request details, pet application details, contractor or visitor details, maintenance request information, complaint information, incident records, community participation details, event registration details, resident portal account information and records of communications with River Place.
Where relevant to a particular function, we may also collect information relating to building access, security, safety, visitor access, loading bay use, lift bookings, amenity bookings, payments, deposits, utility onboarding, renovation applications, lot improvement requests, Body Corporate or committee-related processes, contractor attendance, insurance matters, damage reports, cleaning or maintenance issues, and other matters connected with the operation of River Place.
When you use our website, resident portal, booking system, Community Hub, online forms, emails or related digital services, we may collect technical and usage information such as device information, browser type, IP address, date and time of access, authentication records, login records, pages viewed, form submission records, booking activity, cookie data, analytics data, security logs and similar information.
We may collect limited sensitive information where it is reasonably necessary and permitted by law. This may include information relevant to accessibility needs, health or emergency assistance requirements, life-support or utility safety needs, assistance animal matters, incident response, safety concerns or other circumstances where the information is necessary for building operations, safety, legal compliance or resident support. Where consent is required for the collection of sensitive information, we will seek consent unless an exception under applicable law applies.
River Place does not seek to collect personal information that is not reasonably necessary for our functions or activities. Residents and users of our website, portal and Community Hub should avoid submitting unnecessary sensitive information, private information about other people, or information that is not relevant to the request being made.
 
3. How we collect personal information
We generally collect personal information directly from you when you complete a website form, contact us by email or phone, speak with reception or building management, submit an application, make a booking, register for the resident portal, join or use the Community Hub, request a key or swipe, book an amenity, submit a pet application, book a lift, make a payment, lodge a maintenance request, attend an event, subscribe to updates, respond to a survey, provide documents, or otherwise communicate with River Place.
We may also collect personal information from third parties where it is lawful and reasonable to do so. These third parties may include owners, tenants, occupiers, real estate agents, property managers, referees, contractors, service providers, payment providers, utility providers, internet providers, Body Corporate representatives, committee representatives, building managers, insurers, professional advisers, regulators, government agencies, emergency services, IT providers, portal providers, website vendors, booking platforms, communication providers and other persons connected with the services we provide.
We may collect information automatically when you use our website, resident portal, booking system, emails or digital services. This may occur through cookies, server logs, analytics tools, tracking pixels, authentication records, access logs and similar technologies. These technologies help us operate the website, maintain security, remember preferences, authenticate users, understand usage, improve services, communicate with residents and protect the integrity of our systems.
Where practicable, we will collect personal information directly from the individual concerned. However, direct collection may not always be practicable, including where information is provided by an authorised owner, tenant, occupier, agent, contractor, Body Corporate representative, emergency contact, service provider or government authority.
 
4. Collection notices at forms, bookings and portal points
At or before the time we collect personal information, or as soon as practicable afterwards, River Place will take reasonable steps to ensure you are aware of relevant privacy matters. These may include who is collecting your information, how to contact us, why the information is collected, what may happen if you do not provide it, who it may be disclosed to, whether it may be disclosed overseas, how to access or correct your information, how to make a privacy complaint and where to find this Privacy Policy.
Because River Place uses website forms, booking forms, portal registration, resident communications and Community Hub features, this Privacy Policy is not intended to replace shorter point-of-collection notices. River Place may provide shorter privacy notices near contact forms, booking forms, payment pages, utility forms, resident portal registration, Community Hub registration, event registration and other collection points.
If a form or booking request asks for mandatory information, failure to provide that information may mean River Place cannot process the request, verify your identity, approve portal access, complete a booking, arrange access, process a payment, respond to an enquiry, manage a safety issue or provide the requested service.
 
5. Anonymity and pseudonymity
Where lawful and practicable, River Place may allow you to deal with us anonymously or by using a pseudonym. For example, this may be possible for a general enquiry that does not require us to verify your identity or resident status.
However, anonymity or pseudonymity will usually not be practicable for resident portal registration, accommodation applications, identity verification, payments, account administration, booking requests, key or swipe requests, lift bookings, amenity bookings, pet applications, utilities, access control, safety matters, complaints, dispute resolution, legal compliance, emergency response, maintenance requests or other matters where we need to identify the person making the request.
 
6. Why we collect, use and disclose personal information
River Place collects, holds, uses and discloses personal information for purposes connected with our residential, building management, administrative, operational, communication, community, safety, legal and business functions.
These purposes may include responding to enquiries, processing applications, managing resident and owner communications, setting up and administering resident portal access, verifying identity, managing bookings, managing amenities, processing payments and deposits, coordinating lift bookings and loading bay use, processing key, swipe and fob requests, managing pet applications, administering Community Hub access, moderating community content, arranging events, handling maintenance and service requests, managing complaints, coordinating contractors, keeping building records, managing safety and security matters, assisting with emergencies, supporting utility onboarding, communicating with Body Corporate or committee representatives where appropriate, keeping audit trails, improving our website and services, detecting misuse or fraud, protecting legal rights, resolving disputes and complying with legal, regulatory, insurance, contractual and Body Corporate obligations.
We may use personal information to communicate with you about operational matters, including building updates, maintenance notices, safety alerts, emergency matters, booking confirmations, payment matters, access issues, resident portal matters, amenity use, service requests, complaints, Body Corporate-related communications and other matters relevant to the operation of River Place.
We may also use personal information, where permitted by law, to send information about services, amenities, events, newsletters, resident lifestyle updates, offers, promotions or other communications that may be of interest to residents or persons connected with River Place. Where a communication is a commercial electronic message, we will comply with applicable spam laws, including requirements relating to consent, sender identification and unsubscribe facilities.
We will not use or disclose personal information for a purpose unrelated to the purpose of collection unless you have consented, you would reasonably expect us to use or disclose the information for that related purpose, the use or disclosure is required or authorised by law, or another lawful basis applies.
 
7. Resident portal, login accounts and website membership
River Place may provide residents, owners, occupiers or approved users with access to a resident portal, member account, booking system, online community area or related digital service. To create, approve, administer and secure these accounts, we may collect and use information such as your name, contact details, resident status, apartment or lot connection, login details, account activity, authentication records, booking history, communication preferences and other information reasonably required to manage access.
Access to the resident portal or website member areas may be subject to approval, identity checks, residency confirmation, account rules and security requirements. River Place may suspend, restrict or remove access where we reasonably consider it necessary to protect privacy, safety, security, community standards, building operations, legal rights or the integrity of our systems.
Users are responsible for keeping their login details secure and must not share account access with unauthorised persons. If you believe your account has been accessed without authorisation, you should contact River Place promptly.
 
8. Resident bookings, payments and amenity use
River Place may collect personal information when you request or manage bookings for amenities and services, including BBQ area bookings, multi-purpose room bookings, meeting room bookings, lift bookings, loading bay arrangements, key, swipe or fob orders, pet applications, event bookings or other resident services.
Booking information may be used to verify resident eligibility, confirm availability, administer payments or deposits, coordinate access, arrange cleaning or maintenance, manage safety, record damage or incidents, enforce booking conditions, resolve disputes and maintain building records.
Where payments, deposits, bonds, refunds or fees are processed through a third-party payment provider, that provider may collect and process payment information in accordance with its own terms and privacy practices. River Place may receive transaction confirmation, payment status, receipt details, refund details and related administrative information. River Place does not intend to store full payment card details unless this is clearly disclosed and handled through secure systems.
Booking calendars, resident service records and payment records should not be publicly visible in a way that exposes resident names, unit numbers, contact details, booking details or payment information to unauthorised persons.
 
9. Community Hub, groups, posts and resident interaction
River Place may provide a Community Hub, group page, event page, discussion area or similar resident communication function. These features are intended to support community connection, resident updates, building information and appropriate resident engagement.
When you use the Community Hub or similar features, your profile name, profile details, posts, comments, reactions, uploaded images or other content may be visible to other approved members, depending on the settings of the relevant feature. You should only share information that you are comfortable making visible to the relevant audience.
You must not post another person’s personal information without consent. This includes another resident’s name, unit number, email address, phone number, photograph, car registration, access details, complaint details, health information, family circumstances, financial circumstances, tenancy details or other private information. Complaints, disputes, safety issues and sensitive building matters should be raised directly with River Place rather than posted publicly.
River Place may moderate, edit, hide, remove or restrict content where we reasonably consider it necessary to protect privacy, safety, security, legal rights, community standards, building operations or the wellbeing of residents and staff. We may also use Community Hub information to investigate misuse, respond to complaints, manage safety concerns or enforce website, portal or community rules.
 
10. Utilities, internet, contractors and third-party services
River Place may provide information, links, forms or assistance relating to utilities, internet, maintenance, building services, contractor access, payments, repairs, renovations, lot improvements or other resident services. Some services may be provided by third parties such as utility billing providers, internet providers, payment providers, contractors, agents, Body Corporate service providers or other external organisations.
Where you submit information directly to a third-party provider, that provider’s own privacy policy and terms may apply. Where River Place receives or forwards personal information for the purpose of arranging or supporting a service, we will handle that information in accordance with this Privacy Policy and only disclose it where reasonably necessary or otherwise permitted by law.
Residents should carefully review third-party forms and privacy notices before providing personal information to those providers. River Place is not responsible for the privacy or security practices of third-party providers that operate independently from River Place.
 
11. Cookies, analytics and digital technologies
River Place’s website, portal, emails and digital communications may use cookies, analytics tools, tracking pixels, log files and similar technologies. These technologies may be used to operate the website, maintain security, support login functions, remember preferences, analyse traffic, understand how pages are used, improve website functionality, measure communication performance, support marketing where permitted and protect against misuse.
Some cookies and digital technologies are necessary for website, portal or booking functionality. Others may be used for analytics, performance, advertising or communication measurement. Depending on the technology used, information may be collected by or disclosed to third-party providers such as website hosts, analytics providers, marketing platforms, communication tools or social media platforms.
You can usually manage cookies through your browser settings. Disabling cookies may affect some website, portal, booking or login functions. Where required or appropriate, River Place may provide further notice, consent options, unsubscribe options or preference settings.
 
12. Direct marketing and resident communications
River Place may send operational communications that are necessary or reasonably related to building management, resident services, portal access, bookings, payments, maintenance, safety, emergencies, legal compliance, account administration or service delivery. These communications may still be sent even if you opt out of marketing communications.
River Place may also send marketing or promotional communications about services, amenities, resident events, offers, newsletters, lifestyle updates or other information that may be of interest to residents or persons connected with River Place, where permitted by law. We will not disguise marketing communications as purely operational notices.
Where River Place sends commercial electronic messages, we will comply with applicable Australian spam laws. This includes obtaining consent where required, identifying River Place as the sender, providing contact details and including a functional unsubscribe facility. If you unsubscribe from marketing communications, we will take reasonable steps to action the request within the required timeframe. You may still receive essential non-marketing communications.
 
13. When we disclose personal information
River Place may disclose personal information to third parties where reasonably necessary for our functions or activities, where you have consented, where disclosure is required or authorised by law, or where another lawful basis applies.
Recipients may include River Place staff, management, reception, authorised contractors, building managers, property managers, owners, agents, Body Corporate representatives, committee representatives, caretaking or facilities providers, maintenance providers, cleaning providers, security providers, IT providers, website providers, resident portal providers, booking providers, cloud hosting providers, payment processors, communication providers, marketing platforms, analytics providers, utility providers, internet providers, insurers, auditors, accountants, lawyers, professional advisers, emergency services, regulators, government agencies, courts, tribunals, law enforcement bodies and other persons or organisations reasonably necessary for River Place to provide services or operate the building.
River Place may also disclose personal information in connection with an actual or proposed business transaction, restructure, sale, acquisition, merger, change in management, transfer of management rights or similar transaction, provided that appropriate confidentiality and privacy safeguards are applied where practicable.
River Place does not sell personal information to third parties.
 
14. Overseas disclosure and cloud services
Some River Place service providers may store, access or process personal information outside Australia. This may include website, cloud hosting, resident portal, payment, communications, analytics, email, marketing, security, support or IT service providers.
Where River Place discloses personal information to an overseas recipient, we will take reasonable steps in the circumstances to ensure the recipient handles the information consistently with the Australian Privacy Principles, unless an exception applies. These steps may include reviewing vendor privacy practices, using contractual privacy obligations, limiting the information disclosed, applying access controls and using reputable service providers.
Because cloud and technology providers may use distributed infrastructure, support teams and data centres in different locations, it may not always be practicable to identify every country in which personal information may be processed. Where River Place becomes aware that personal information is likely to be disclosed to overseas recipients in specific countries and it is practicable to identify those countries, River Place will update this Privacy Policy or relevant collection notices accordingly.
 
15. Accuracy and quality of personal information
River Place takes reasonable steps to ensure that the personal information we collect, use and disclose is accurate, up to date, complete and, where relevant, not misleading.
We may ask you to confirm or update your details from time to time. You should notify River Place if your contact details, resident status, emergency contact details, account information, booking details or other relevant information changes.
Where appropriate, we may verify information using internal records, account records, booking records, payment records, identity checks, correspondence, authorised third-party information or other reasonable methods.
 
16. Security of personal information
River Place takes reasonable steps to protect the personal information it holds from misuse, interference and loss, and from unauthorised access, modification or disclosure.
The security measures we may use include role-based access controls, staff confidentiality requirements, password protections, authentication controls, multi-factor authentication where available and appropriate, secure hosting arrangements, system access controls, audit logs, restricted staff access, secure document handling, vendor due diligence, contractual safeguards, data minimisation, secure disposal practices, backup controls, incident response processes and staff training or guidance.
Access to personal information should be limited to authorised persons who need the information for legitimate River Place functions. Staff, contractors and service providers are expected to handle personal information confidentially and only for authorised purposes.
No internet transmission, email, third-party platform, website, portal or storage system can be guaranteed to be completely secure. However, River Place will take reasonable and proportionate steps to maintain the security of personal information having regard to the nature of the information, the risks involved and the functions being performed.
 
17. Retention, destruction and de-identification
River Place will retain personal information only for as long as reasonably necessary for the purposes for which it was collected, for related purposes permitted by law, or as required for legal, regulatory, insurance, accounting, contractual, dispute resolution, safety, security, audit, Body Corporate or legitimate record-keeping purposes.
When personal information is no longer required for a permitted purpose and River Place is not required or permitted to retain it, we will take reasonable steps to destroy it or de-identify it.
Retention periods may vary depending on the type of information. For example, contact enquiries, booking records, payment records, complaint records, safety records, incident records, resident portal records, utility records, contractor records and legal records may need to be retained for different periods.
 
18. Unsolicited personal information
If River Place receives personal information that we did not request, we will assess whether we could lawfully have collected that information. If we could not lawfully have collected it and it is lawful and reasonable to do so, we will take reasonable steps to destroy or de-identify the information as soon as practicable.
Residents and Community Hub users should not submit unnecessary personal information about themselves or others, particularly sensitive information, complaint details, health information, financial information, access details or information about children, unless it is directly relevant to the matter being raised.
 
19. Access to personal information
You may request access to the personal information River Place holds about you. We may need to verify your identity before processing an access request.
River Place will respond to access requests within a reasonable period and in accordance with applicable law. In some circumstances, we may refuse access or provide limited access where permitted by law, including where access would unreasonably affect another person’s privacy, prejudice safety or security, reveal commercially sensitive information, interfere with legal proceedings, breach confidentiality obligations, or where another lawful ground for refusal applies.
Where access is refused, River Place will generally provide reasons for the refusal unless it would be unreasonable or unlawful to do so.
 
20. Correction of personal information
You may request correction of personal information that River Place holds about you if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
River Place will take reasonable steps to correct personal information where appropriate. If we correct information that has previously been disclosed to another APP entity, and you request that we notify that entity of the correction, we will take reasonable steps to do so where required by law and practicable.
If River Place does not agree to correct information, you may ask us to associate a statement with the information noting that you believe it is inaccurate, out of date, incomplete, irrelevant or misleading, where required by law.
 
21. Deletion and de-identification requests
Australian privacy law does not always provide an absolute standalone right to deletion in every circumstance. However, if you ask River Place to delete or de-identify personal information, we will consider the request and take reasonable steps where lawful and practicable.
River Place may need to retain certain information for legal, regulatory, accounting, insurance, safety, security, dispute resolution, Body Corporate, contractual or legitimate business record-keeping reasons. Where we cannot delete information immediately, we may restrict access, de-identify information where practicable, or retain it only for permitted purposes.
 
22. Data breaches and security incidents
A data breach may occur where personal information is lost, accessed without authorisation or disclosed without authorisation. If River Place becomes aware of a suspected or actual data breach, we will take reasonable steps to contain the incident, assess the risk, investigate what occurred, mitigate harm and determine whether notification is required.
Where the Notifiable Data Breaches scheme applies and an eligible data breach is likely to result in serious harm, River Place will notify affected individuals and the Office of the Australian Information Commissioner as required by law.
River Place may use contact information, account records, access logs, booking records, portal records and other relevant information to investigate, manage, mitigate and notify affected persons of privacy or security incidents.
 
23. Children and young persons
River Place’s website, portal, booking functions and Community Hub are primarily intended for adults and persons dealing with residential, ownership, tenancy, building management or administrative matters.
River Place does not knowingly collect personal information directly from children except where reasonably necessary in connection with residence, occupancy, emergency contact, safety, access, community administration, legal compliance or related services, and where collection is permitted by law. In most cases, such information should be provided by a parent, guardian, authorised adult, owner, tenant or lawful representative.
If River Place becomes aware that personal information about a child has been collected in a way that is not lawful, appropriate or necessary, we will take reasonable steps to address the matter, including deleting or de-identifying the information where required.
 
24. Third-party websites and links
River Place’s website, emails, resident portal, booking pages and Community Hub may contain links to third-party websites, platforms, forms, payment systems, application systems, utility providers, internet providers, social media pages or other external services.
Those third parties may operate independently from River Place and may have their own privacy policies, terms, security practices and data handling procedures. River Place is not responsible for the privacy or security practices of third-party websites or services that are not under our control.
You should review the relevant third-party privacy policy and terms before providing personal information to a third-party provider.
 
25. Complaints and privacy concerns
If you have a question, concern or complaint about how River Place has handled your personal information, please contact us using the details below. Please provide enough information for us to understand and investigate the issue.
River Place will review privacy complaints and respond within a reasonable period. We may need to verify your identity and request further information before responding.
If you are not satisfied with River Place’s response, you may contact the Office of the Australian Information Commissioner.
 
26. Changes to this Privacy Policy
River Place may update this Privacy Policy from time to time to reflect changes in law, regulatory guidance, technology, website functions, resident portal functions, vendors, booking systems, payment systems, Community Hub functions, service delivery or business operations.
The current version of this Privacy Policy will be published on our website. Updated versions will apply from the effective date stated in the policy or from the date they are published, to the extent permitted by law.
Continued use of our website, resident portal, booking system, Community Hub or services after an updated policy is published does not override any rights you have under applicable law, but it indicates that the updated policy applies to future handling of personal information where legally permitted.
 
27. Contact us
For privacy questions, access or correction requests, complaints, data breach concerns or requests relating to your personal information, please contact:
River Place Management
Trading as River Place Apartments Brisbane
Address: 82 Boundary Street, Brisbane City QLD 4000
Email: hr@riverplace.com.au
Phone: (07) 3832 0399
 
For general building, reception or resident service enquiries, you may also contact:
Email: reception@riverplace.com.au
Phone: (07) 3832 0399