Propic Australia Pty Ltd (ABN 38 630 518 900) (Propic, we, us, our) takes privacy seriously.

We build and provide technology, data and artificial intelligence services for the property industry, including Claire and Propic Pulse.

This Privacy Policy explains how we collect, hold, use and disclose personal information and how you may access or correct personal information we hold about you, make a privacy enquiry or make a complaint.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether or not it is recorded in a material form.

Sensitive information is a category of personal information and includes information about matters such as health, racial or ethnic origin, political opinions, religious or philosophical beliefs, sexual orientation or practices, criminal record, trade union or professional association membership, genetic information and certain biometric information.

We do not ordinarily need to collect sensitive information to provide our property technology services. Where we do collect sensitive information, we will do so with consent or where otherwise permitted or required by law.

2. Whose personal information may we collect?

Depending on how our services are used, we may collect or hold personal information relating to:

users of Propic websites, Claire, Propic Pulse and other Propic products and services;
prospective, current and former property buyers, sellers, renters, landlords and other property consumers;
real estate agents, property managers, agency principals and other property professionals;
employees, contractors and representatives of our customers and business partners;
prospective customers and people who communicate with us;
suppliers, contractors and professional advisers;
job applicants, employees and former employees; and
other individuals whose information is provided to us or is contained in data we lawfully obtain and use.

3. What personal information do we collect and hold?

The kinds of personal information we collect and hold depend on the circumstances and the services involved. They may include:

name and contact details, including telephone number, email address and postal address;
property addresses and information associated with properties;
information about property ownership, buying, selling, renting or leasing interests and preferences;
property enquiry information;
information contained in communications with an agent, agency or Propic service;
buyer, seller, renter, landlord or property-related preferences and profiles;
information about real estate agents and agencies, including professional contact and business information;
information associated with property campaigns, enquiries and transactions;
account, subscription and customer-service information;
information submitted when you communicate with Claire or another Propic service, including questions, prompts, responses and other interaction data;
information supplied by our customers through their systems or integrations with Propic;
technical information such as IP address, device and browser information, timestamps, logs and information about use of our websites and services;
marketing and communication preferences;
billing and payment-related information where required;
employment and recruitment information where relevant; and
other information reasonably necessary for our functions and activities.

We do not intentionally require users of our public services to provide sensitive information unless it is necessary and lawful to do so. You should avoid including unnecessary sensitive or confidential information when interacting with publicly available Propic services.

4. How do we collect personal information?

We may collect personal information:

Directly from you

For example, when you:

use our website, Claire, Propic Pulse or another Propic service;
ask Claire a question or otherwise interact with our AI services;
register for or use an account;
contact us by telephone, email, SMS, web form or other communication channel;
request a demonstration or information about our services;
attend an event or communicate with our team;
apply for employment; or
otherwise provide information to us.

From our customers

Our real estate customers may provide information to Propic or permit Propic to access information through integrations with systems they use, including CRM, property management and other business systems.

Where Propic processes personal information on behalf of a customer, our customer may also have privacy obligations concerning that information. In some circumstances, requests concerning information originally collected by an agency may be most appropriately directed to that agency.

From publicly available sources

We may collect information that is publicly available, including property, market, agent and agency information and professional or business contact information.

The fact that information is publicly available does not remove our obligations under applicable privacy law. We handle personal information obtained from public sources in accordance with this Privacy Policy and applicable law.

From third parties

We may also obtain information from:

property data providers;
property portals and other industry sources;
business partners;
service providers;
recruitment providers;
authorised representatives; and
other lawful data sources.

Automatically when you use our digital services

When you access our websites or digital services, we may automatically collect technical and usage information such as IP address, browser and device information, pages or functions accessed, dates and times of access and interaction data.

5. Claire, Propic Pulse and artificial intelligence

Propic develops and operates artificial intelligence and machine-learning technology for the property industry.

Claire and related Propic technology may use personal information and other information to provide functions such as:

responding to property and market enquiries;
providing information about properties, markets, agents and agencies;
generating or assisting with property-related content;
creating and maintaining buyer, renter and other property-related profiles;
identifying and recommending potentially relevant properties to buyers or renters;
identifying and recommending potentially relevant buyers or renters for properties;
identifying property and market patterns or potential opportunities;
supporting communications and follow-up;
assisting users with workflows and administrative tasks; and
providing insights and information to authorised users.

Outputs generated by AI and machine-learning systems may involve predictions, recommendations or inferences based on available information.

AI can make mistakes

Claire, Propic Pulse and our other services use artificial intelligence, including large language models, to generate content from a range of data sources. AI can make mistakes. When you use our services, please keep in mind:

It is information, not advice. Content is general information only. It is not legal, financial, valuation, property or other professional advice, and it is not a substitute for that advice.
It can be wrong. Because the technology and its sources keep changing, content may be inaccurate, incomplete or out of date, may reflect bias or differences between sources, and may occasionally be inappropriate or offensive. Check anything important with a qualified person or an authoritative source before you rely on it.
What you provide may be used to respond. Information you say, type or upload may be used to produce the response and is handled as this Privacy Policy describes.
Other people's confidential information. If you come across confidential information belonging to someone else while using our services, treat it discreetly and keep it confidential.
Use it properly. You are responsible for how you use our services and what you do with the content they produce. Do not use them to mislead, harass or harm anyone, or for anything unlawful.
Provided as is. To the extent the law allows, content is provided "as is", without any warranty that it is accurate, complete or fit for a particular purpose, and we are not liable for loss arising from reliance on it. Nothing in this Policy excludes or limits rights you have under the Australian Consumer Law or other laws that cannot be excluded. Our [Terms and Conditions](/terms) apply to customers' use of our services.

Propic's AI Buyer Matching functionality recommends potentially relevant properties, buyers or renters for consideration. It does not determine a person's eligibility to buy, rent or lease property.

Propic's property-management workflow technology does not determine or recommend whether an individual is suitable to be a tenant.

Decisions significantly affecting individuals

Australian privacy law contains specific transparency requirements for certain uses of computer programs where personal information is used to make, or do something substantially and directly related to making, a decision that could reasonably be expected to significantly affect an individual's rights or interests. Propic has no such arrangements.

6. Public Claire interactions

Parts of our website may allow members of the public to interact directly with Claire without becoming a Propic customer.

These interactions may use live Propic services and data.

When you use a publicly available Claire experience, we may collect and process:

the questions, prompts or instructions you submit;
information contained in those interactions;
Claire's responses;
technical and usage information; and
other information reasonably required to operate, secure, monitor and improve the service.

Talking or typing to Claire on this website

You can talk to Claire out loud or type to her on our website.

Voice. Your microphone is used only after you choose to talk to Claire and your browser has asked for your permission, and only while the conversation is open. Your speech is processed as you speak, by an AI service provider acting for us, so that Claire can understand you and answer. Propic does not keep an audio recording of the conversation.
A written record. We keep a written transcript of what you and Claire said, whether you spoke or typed, together with a short summary and technical details such as the page you were on and the date and time.
Details you give Claire. If you ask Claire to book a demonstration or pass on a message, the contact details and request you give her are kept as an enquiry, sent to our team and recorded in our customer relationship system.
Recognising you when you come back. We place a cookie in your browser so that Claire can pick up where you left off on a later visit. It lasts up to 12 months and is not used for advertising. You can ask us to forget you at any time by contacting us.
Who reads conversations. Authorised Propic staff may read transcripts to follow up your request, check that Claire's answers were accurate and appropriate, keep the service secure and improve it.

Labelling conversations

We use AI to sort conversations with Claire on this website by topic, by the kind of enquirer (for example, an agency principal or a property manager) and by overall sentiment. We do this to follow up enquiries appropriately and to improve our content and services. These labels are estimates and may be wrong. Our team can see them alongside your enquiry. The labels themselves hold no names or contact details, and we may keep them, in that form, after the transcript has been deleted.

How long we keep conversations

Transcripts of conversations with Claire on this website are kept for 365 days and are then deleted automatically. A short summary of the conversation, and any enquiry or contact details you gave, may be kept for longer as a business record, as described in section 14.

Do not submit confidential information, authentication credentials, financial account details, sensitive information or personal information about another person unless you are authorised to do so and it is appropriate for the interaction.

Public access to information through Claire does not authorise bulk extraction, scraping or misuse of information made available through Propic services.

7. Why do we collect, hold, use and disclose personal information?

We may collect, hold, use and disclose personal information where reasonably necessary for our functions and activities, including to:

provide, operate and support Propic products and services;
respond to enquiries and communications;
provide property, market and related information;
provide AI-generated responses, recommendations, insights and workflows;
integrate Propic services with authorised customer systems;
create, maintain and improve property-related profiles and matching;
provide customer support;
monitor service performance, reliability and security;
detect, prevent and investigate misuse, fraud, security incidents and unlawful activity;
improve, test and develop our products and services;
conduct analytics, research and quality assurance;
administer customer accounts, subscriptions and billing;
communicate with customers and users about their services;
market Propic products and services where permitted by law;
recruit and manage personnel;
comply with contractual, regulatory and legal obligations; and
establish, exercise or defend legal rights.

Where information has been collected for a particular purpose, we will use or disclose it for that purpose, for a related purpose where permitted by law, with consent, or otherwise as authorised or required by law.

8. AI improvement, testing and quality assurance

We may analyse interactions with Propic services for purposes including service operation, security, quality assurance, evaluation, troubleshooting and product improvement.

Where personal information is used for product development, evaluation or improvement, we will handle it consistently with applicable privacy law and take reasonable steps appropriate to the nature of the information and activity.

Where practicable and appropriate, we may use aggregated or de-identified information for analytics, research, product improvement and business intelligence.

9. Cookies, analytics and similar technologies

Our websites and digital services may use cookies and similar technologies to operate services, remember preferences, understand use, maintain security and measure performance.

Where we use third-party analytics, advertising pixels or similar technologies that collect personal information, we will provide appropriate transparency and choices as required by law.

You may be able to control cookies through your browser settings and, where provided, through our website privacy or cookie controls.

On this website:

Necessary. One cookie of our own lets Claire recognise a returning visitor (see section 6). We also count visitors, visits, page views and enquiries on our own systems, as daily totals that do not identify you and without a cookie. We also note where on a page people click and how far down they read, again as totals: no cookie, nothing you type, and nothing that identifies you. From time to time we show different visitors different wording on a page, to learn which is clearer; this also uses no cookie and keeps only totals.
Measurement and advertising. With your agreement only, we may use Google Analytics and Google Tag Manager to understand how the site is used, and Google Ads, the LinkedIn Insight Tag and the Meta Pixel to measure our advertising and show it to relevant people. None of these load until you accept them on our cookie banner, and the site works the same if you decline. You can change your choice at any time using "Cookie settings" at the foot of any page.
How you found us. If you arrive from an advertisement, an email or another website, we record that source (for example, a campaign name or an advertising click identifier) with any enquiry you make, so we can tell which of our marketing is useful.

10. Direct marketing

Where permitted by law, we may use personal information to communicate with you about Propic products, services, events or information that we reasonably consider may be relevant to you.

Depending on the communication, requirements under the Privacy Act, Spam Act 2003 (Cth) and Do Not Call Register Act 2006 (Cth) may apply.

You can opt out of marketing communications using the unsubscribe mechanism provided in the communication or by contacting us.

We will process opt-out requests in accordance with applicable law.

Where required by the APPs, you may also ask us to identify the source from which we obtained personal information used for direct marketing, subject to applicable exceptions.

Opting out of marketing does not prevent us from sending necessary service, security, account or transactional communications.

11. Who may we disclose personal information to?

Depending on the circumstances, we may disclose personal information to:

customers where required to provide our services;
authorised users of customer accounts;
related bodies corporate;
cloud, hosting, infrastructure and technology providers;
data and integration providers;
communications providers;
payment providers;
analytics and security providers;
professional advisers, insurers and auditors;
contractors and service providers acting on our behalf;
parties involved in a corporate transaction or proposed transaction;
government, regulatory, law-enforcement or judicial bodies where required or authorised by law; and
other parties with consent or where otherwise permitted or required by law.

We do not authorise service providers to use personal information for purposes unrelated to the services they provide to us except where separately permitted by law.

12. Overseas disclosure and processing

Some of the service providers and technology infrastructure used to provide Propic services may be located outside Australia or may process or store information in other countries.

Where Propic is likely to disclose personal information to an overseas recipient, we take reasonable steps as required by APP 8 and applicable law.

Conversations with Claire on this website, including speech while you are talking to her, are processed by AI service providers located in the United States. Our website analytics, advertising, calendar booking, email and customer relationship providers may also process information in the United States and other countries.

The location of cloud infrastructure does not necessarily determine whether an overseas disclosure has occurred for the purposes of the Privacy Act. We assess our arrangements having regard to the nature of the service and the degree of control retained over the information.

13. How do we protect personal information?

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Our safeguards may include, as appropriate:

encryption of information in transit and at rest;
identity and access controls;
role-based and need-to-know access restrictions;
network and application security controls;
monitoring and logging;
secure cloud infrastructure;
security testing and vulnerability management;
confidentiality and contractual controls;
staff security and privacy training;
incident-response procedures; and
governance and risk-management processes.

No method of electronic transmission or storage is completely secure. We therefore cannot guarantee absolute security.

14. Retention and deletion

We retain personal information for as long as reasonably necessary for the purposes for which it was collected or held, including to provide services and meet legal, contractual, security, dispute-resolution and regulatory requirements.

Retention periods may vary depending on the type of information and the relevant service.

For example, transcripts of conversations with Claire on this website are deleted after 365 days (see section 6), and the cookie that recognises a returning visitor expires after 12 months.

When personal information is no longer required and we are not legally required to retain it, we take reasonable steps to destroy or de-identify it.

15. Data quality

We take reasonable steps to ensure that personal information we use or disclose is accurate, up to date, complete and relevant having regard to the purpose for which it is used or disclosed.

Because some information is supplied by customers, third parties or public sources, we may rely on those sources for its accuracy.

If you believe personal information we hold about you is inaccurate, incomplete, out of date, irrelevant or misleading, please contact us.

16. Access to personal information

You may request access to personal information we hold about you.

We may need to verify your identity before providing access.

We will respond within a reasonable period and generally provide access in the manner requested where it is reasonable and practicable to do so.

In some circumstances the Privacy Act permits or requires us to refuse access. If we refuse a request, we will provide written reasons where required by law and information about available complaint mechanisms.

Where information is held by Propic on behalf of one of our real-estate customers, we may refer your request to that customer where appropriate.

17. Correction of personal information

You may ask us to correct personal information we hold about you if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

We will take reasonable steps to correct information where required by the APPs.

If we refuse a correction request, we will provide written reasons and information about available complaint mechanisms where required by law.

Where appropriate, you may ask us to associate a statement with the information indicating that you believe it to be inaccurate, out of date, incomplete, irrelevant or misleading.

18. Anonymity and pseudonyms

Where lawful and practicable, you may have the option of dealing with us anonymously or using a pseudonym.

This may not be possible where we need to identify you to provide a service, maintain an account, fulfil a transaction, comply with law or respond to a request concerning personal information.

19. Unsolicited personal information

If we receive personal information that we did not solicit, we will determine whether we could have lawfully collected it under the APPs.

Where we could not have collected it and the information is not contained in a Commonwealth record, we will take reasonable steps to destroy or de-identify it where lawful and reasonable to do so.

20. Data breaches

Propic maintains processes for responding to suspected data breaches.

Where a breach is an eligible data breach under the Privacy Act 1988, we will comply with the requirements of the Notifiable Data Breaches scheme, including notification obligations to affected individuals and the Office of the Australian Information Commissioner where required.

21. Third-party websites and services

Our websites and services may contain links to third-party websites, services or social-media platforms.

Propic is not responsible for the privacy practices of third parties operating independently of Propic. Their collection and handling of information is governed by their own privacy policies and terms.

We recommend reviewing those policies before providing personal information to a third party.

22. Complaints

If you believe we have not handled your personal information in accordance with this Privacy Policy or applicable privacy law, please contact our Privacy Officer.

Please provide sufficient information for us to understand and investigate your complaint.

We will acknowledge and investigate privacy complaints and respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to complain to the Office of the Australian Information Commissioner (OAIC).

OAIC information and complaint services are available through the OAIC website.

23. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our products, technology, information-handling practices or legal obligations.

The current version will be published on our website and will show its effective date.

Where appropriate, we may provide additional notice of material changes.

24. Contact us

For privacy questions, access or correction requests, marketing opt-outs or complaints, contact:

Privacy Officer, Propic Australia Pty Ltd

Email: hello@propic.ai

Level 2, 17 Bridge Street, Sydney NSW 2000

Privacy policy