Privacy Policy.
Last updated: 20 July 2026
1. Who we are and what this policy covers
1.1 In this Privacy Policy, “we”, “us” and “our” mean ROI Real Estate Group Pty Ltd (Real Estate Agent Licence No. 090574L, Victoria), of Craigieburn VIC 3064, Australia. ROI Real Estate Group is part of the CAQA Groups family of brands.
1.2 This policy explains how we collect, hold, use and disclose personal information when you visit this website (https://roirealestate.com.au), contact us, request an appraisal, register a buyer brief, ask about leasing or property management, or otherwise deal with us in connection with our services.
1.3 “Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable — for example your name, contact details, or online identifiers.
1.4 We handle personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs) and the Notifiable Data Breaches (NDB) scheme, and with the obligations that apply to a licensed estate agency under the Estate Agents Act 1980 (Vic). Where you deal with us from the European Union, the United Kingdom or the United States, the additional protections in sections 8 and 9 apply to you. We only collect personal information by lawful and fair means that is necessary for our functions and activities.
2. What we collect and why
2.1 Information you give us. We collect personal information you provide when you: submit an enquiry or contact form; request an appraisal of a property or business; register a buyer brief; ask about leasing or property management; email or phone us; or provide feedback or a complaint. This typically includes your name, email address, phone number, and details of the property, business or brief you describe to us.
2.2 Information connected with transactions. Where you engage us as vendor, purchaser, landlord, tenant or business principal, we collect the information reasonably necessary to carry out licensed estate agency work — for example identity details, property and tenancy particulars, and financial details relevant to a sale, purchase, lease or management engagement. Transaction and rent money is handled through a compliant trust account, and trust records are kept as the law requires.
2.3 Information collected automatically. When you use this website, limited technical information may be collected through cookies and similar technologies and our hosting infrastructure — such as IP address, browser type, device information and pages viewed. See our Cookies Policy for details and choices.
2.4 Why we collect it. We collect, hold and use personal information to: respond to enquiries; provide appraisals and match buyer briefs; deliver and administer licensed estate agency services, including sales, business broking, leasing, property management and buyer’s advocacy; enter into and perform contracts; comply with our legal, licensing and trust-accounting obligations; improve our services and website; and establish, exercise or defend legal claims.
2.5 If you do not provide the information we request, we may be unable to respond to your enquiry or provide the relevant service.
2.6 Sensitive information. We do not seek to collect sensitive information through this website. If you volunteer it, we will handle it in accordance with this policy and only use it for the purpose for which it was given, or with your consent.
3. How we meet the 13 Australian Privacy Principles
APP 1 — Open and transparent management. This policy is published free of charge on this website; a copy is available on request from our Privacy Officer.
APP 2 — Anonymity and pseudonymity. You may browse this website, and make general enquiries, anonymously or using a pseudonym, except where it is impracticable (for example, entering an agency agreement or lease).
APP 3 — Collection of solicited personal information. We collect only what is reasonably necessary for our functions, by lawful and fair means, and directly from you wherever practicable.
APP 4 — Unsolicited personal information. If we receive personal information we did not ask for, we destroy or de-identify it as soon as practicable, where lawful to do so.
APP 5 — Notification of collection. At or before the time of collection, we take reasonable steps to notify you of who we are, why we are collecting, and how to access this policy.
APP 6 — Use and disclosure. We use and disclose personal information only for the primary purpose of collection, a related purpose you would reasonably expect, with your consent, or as required or authorised by law.
APP 7 — Direct marketing. We only send direct marketing where permitted, and every marketing communication contains a simple opt-out, actioned promptly and free of charge (see section 5).
APP 8 — Cross-border disclosure. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs (see section 6).
APP 9 — Government related identifiers. We do not adopt, use or disclose government identifiers as our own identifiers of individuals.
APP 10 — Quality of personal information. We take reasonable steps to keep personal information accurate, up to date, complete and relevant.
APP 11 — Security. We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, and to destroy or de-identify it when no longer needed, subject to statutory retention periods for agency and trust records.
APP 12 — Access. You may request access to the personal information we hold about you (see section 10).
APP 13 — Correction. You may request correction of personal information that is inaccurate, out of date, incomplete, irrelevant or misleading (see section 10).
4. Disclosure of personal information
4.1 We may disclose personal information to: parties to a transaction where necessary to carry out your instructions (for example, conveyancers, solicitors and financiers involved in a sale or lease); our related brands within the CAQA Groups family, for the purposes described in section 2.4; service providers who help us operate (website hosting, email delivery, IT support, professional advisers) under obligations of confidentiality; regulators, including Consumer Affairs Victoria, where required; and courts, tribunals and law enforcement where required or authorised by law.
4.2 We do not sell personal information, and we do not disclose it to third parties for their own direct marketing without your consent.
5. Direct marketing and opting out
5.1 Where you have subscribed or would reasonably expect it, we may send you information about our services and relevant opportunities, in accordance with the Privacy Act and the Spam Act 2003 (Cth).
5.2 You can opt out at any time using the unsubscribe link in any message, or by contacting us at info@caqa.com.au. Once you opt out, we will stop the relevant communications.
6. Overseas disclosure
Some of our service providers (for example, website hosting and email providers) store or process data outside Australia, including in the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps as required by APP 8 to ensure the overseas recipient does not breach the APPs, including contractual safeguards and selecting providers with recognised security and privacy certifications.
7. Notifiable data breaches
If a data breach occurs that is likely to result in serious harm to individuals, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as soon as practicable and, where the GDPR applies, the relevant supervisory authority within 72 hours of becoming aware of the breach.
8. Additional information for individuals in the EU and UK (GDPR)
8.1 If you are located in the European Economic Area or the United Kingdom, ROI Real Estate Group Pty Ltd is the controller of your personal data. We process personal data on the bases of consent, contract, legitimate interests and legal obligation.
8.2 You have the right to: access your personal data; rectification; erasure; restriction of processing; data portability; objection to processing based on legitimate interests, and to direct marketing at any time; and withdrawal of consent at any time without affecting prior processing. We do not make decisions producing legal effects about you based solely on automated processing.
8.3 Your data will be transferred to and processed in Australia (and by processors elsewhere), protected by appropriate safeguards including standard contractual clauses. To exercise any right, contact our Privacy Officer (section 11); we will respond within one month. You may also complain to your local data protection supervisory authority (in the UK, the Information Commissioner’s Office).
9. Additional information for California and other US residents (CCPA/CPRA)
If you are a California resident, you may have the right to know what personal information we have collected about you, to request its deletion or correction, to opt out of sale or sharing (we do not sell personal information and do not share it for cross-context behavioural advertising, and have not done so in the preceding 12 months), and to non-discrimination for exercising these rights. To exercise them, contact our Privacy Officer (section 11); we will verify your request and respond within 45 days.
10. Access, correction and deletion
10.1 You may request access to, correction of, or (subject to our legal retention obligations, including statutory retention of agency and trust-account records) deletion of the personal information we hold about you. Requests should be made in writing to our Privacy Officer at info@caqa.com.au or by mail to Privacy Officer, ROI Real Estate Group Pty Ltd, Craigieburn VIC 3064, Australia.
10.2 There is no charge to make a request or to access your information; a reasonable charge may apply for copying voluminous records, which we will tell you about before proceeding. We will acknowledge requests promptly and respond within a reasonable period (generally within 30 days).
10.3 If we refuse a request (for example, where the law requires us to retain information), we will give you written reasons and information about how to complain.
11. Privacy Officer and complaints
11.1 Questions, requests and complaints about this policy or our handling of your personal information should be directed to our Privacy Officer at info@caqa.com.au, or by mail to Privacy Officer, ROI Real Estate Group Pty Ltd, Craigieburn VIC 3064, Australia.
11.2 We will acknowledge your complaint promptly and aim to resolve it within 10–15 business days.
11.3 If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC): online at www.oaic.gov.au, by phone on 1300 363 992, or by mail to GPO Box 5288, Sydney NSW 2001. Complaints about estate agency conduct may also be made to Consumer Affairs Victoria.
12. Children
This website is intended for a general and professional audience. We do not knowingly collect personal information online from children under 16 without parental or guardian consent.
13. Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be published on this website with its “Last updated” date.