Privacy Policy

Effective Date: 4 March 2026

Version: 1.0

1. Purpose of This Policy

Sara Strata Pty Ltd ("Sara Strata", "we", "us", "our") is committed to handling personal information lawfully, transparently, and responsibly. References to "we", "us" and "our" include our officers, employees, contractors, successors and assigns.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to information collected through our website (sarastrata.com.au), telephone communications (including recorded and AI-assisted calls), email and digital correspondence, strata portals and record systems, and in the course of providing professional strata management services.

2. The Nature of Our Services

Sara Strata provides professional strata management services to strata and association schemes across New South Wales. In doing so, we act as agent for strata and association schemes. For the purposes of this policy, Sara Strata and the relevant strata and association scheme may both be data holders in respect of scheme records, depending on the nature of the information and the circumstances of its collection.

In providing our services, we are often required to maintain statutory strata records, collect and manage financial records, coordinate building works, process formal applications, manage disputes, facilitate meetings and voting, and comply with legislative disclosure obligations. Much of this work requires the collection and handling of personal information.

3. The Personal Information We Collect

The types of personal information we collect depend on your interaction with us.

3.1 Owners, Occupiers and Committee Members

We may collect full name, residential or postal address, email address, telephone number, lot number and strata plan details, levy contribution history, banking details (where relevant), identification documents, emergency contact details, complaint or dispute records, records relating to building access or security, financial hardship applications, and health-related information where necessary (for example, disability access considerations).

Note: Financial hardship information and health-related information are treated as sensitive information under the Privacy Act and are subject to heightened protections — see Section 6.2.

3.2 Contractors and Service Providers

We may collect business name and contact details, licence numbers, insurance certificates, banking details, and work history in connection with a strata scheme.

3.3 Job Applicants

We may collect resume, employment history, and references.

3.4 Other Information

We may also collect CCTV footage (where applicable to a scheme), call recordings, AI-generated transcripts and summaries, website analytics data, and IP address and device information.

3.5 Information About Minors

We do not knowingly solicit personal information from individuals under 18 years of age. Where information about a minor is provided to us incidentally (for example, as an occupant or emergency contact), the adult providing that information takes responsibility for ensuring the disclosure is appropriate. If you believe we hold personal information about a minor in error, please contact us.

4. How We Collect Personal Information

We collect personal information directly from you, from strata committee members, from Owners Corporations, via statutory forms, through our website forms, via telephone (including recorded calls), via email correspondence, through digital platforms used to manage strata records, from publicly available sources, and from contractors, consultants, and service providers.

Website forms may include, without limitation: repair requests, security device requests, move in / move out notifications, insurance certificate requests, information certificate requests, records inspection requests, pet applications, motions and proxy forms, financial hardship requests, renovation applications, and levy payment submissions.

5. Call Recording and Automated Processing

5.1 Recording

Calls to and from Sara Strata may be recorded. Callers are notified at the commencement of the call that recording may occur. By continuing the call after this notification, you consent to the recording.

5.2 AI-Assisted Transcription and Analysis

Recorded calls may be transcribed and analysed using AI-assisted systems. AI systems may generate summaries, categorise matters, or assist in administrative processing of strata-related enquiries.

5.3 AI-Initiated Communications

AI systems may communicate directly with callers in relation to strata matters. Where an AI system is used to initiate or respond to a call, you will be notified at the commencement of the interaction that you are communicating with an automated system. You have the right at any time to request to speak with a human strata manager. AI communications operate under human oversight, and final decisions relating to strata governance, compliance or enforcement are made by a qualified strata manager.

5.4 Retention of Call Data

Call recordings, transcripts and AI-generated summaries are retained in accordance with our data retention obligations under Section 13 of this policy. Recording data relating to administrative matters will generally be retained for a minimum of 7 years.

6. Why We Collect Personal Information

6.1 Primary Purposes

We collect, hold and use personal information to provide strata management services, maintain statutory records, manage levies and financial reporting, coordinate repairs and maintenance, process applications and requests, facilitate meetings, voting and governance processes, investigate complaints and disputes, comply with legislative and regulatory obligations, engage contractors and consultants, respond to enquiries, improve operational systems, and send marketing communications where consent is provided (see Section 10). We do not sell personal information.

6.2 Sensitive Information

Where we collect sensitive information (including health information or information relating to financial hardship), we will only do so with your express consent and where the collection is reasonably necessary for one or more of our functions or activities.

Sensitive information is collected solely for the purpose for which consent is given and is not used for unrelated purposes without further consent.

7. Disclosure of Personal Information

We may disclose personal information where reasonably necessary, including to strata committee members, Owners Corporation representatives, contractors and service providers, insurers, lawyers and consultants, engineers and building professionals, government authorities, courts and tribunals, debt collection agencies, payment processors, and cloud and software providers.

7.1 Statutory Disclosure

As strata managing agents, we may be legally required to provide access to certain records under the Strata Schemes Management Act 2015 (NSW), the Property and Stock Agents Act 2002 (NSW), or by court or tribunal order. Where disclosure is required by law, consent may not be required.

7.2 Committee Governance

Personal information relating to a strata scheme may be accessible to authorised committee members in the performance of their governance functions. Disclosure to committee members is made on the basis that it is reasonably necessary for the lawful management of the scheme.

8. Overseas Disclosure

We use third-party platforms that may store or process personal information outside Australia, including in the United States of America, Ireland, and other jurisdictions. These platforms include, without limitation: GoHighLevel (United States), Airtable (United States), Microsoft 365, SharePoint and OneDrive (United States, Ireland and global data centres), Intellistrata, Stripe (United States), and Xero (Australia, New Zealand and global).

Before disclosing personal information to overseas recipients, we take reasonable steps to ensure those recipients implement data protection practices consistent with the Australian Privacy Principles (APP 8.1). This may include contractual commitments, privacy certifications, or reliance on equivalent foreign privacy frameworks.

Where it is not practicable to ensure that an overseas recipient complies with the APPs, we will seek your consent to the disclosure.

By agreeing to our terms of engagement or providing personal information in the context of our services, you acknowledge that overseas disclosure may occur in the circumstances described in this section.

9. Website Cookies and Analytics

Our website may use cookies and similar tracking technologies, including Google Analytics, Meta Pixel, LinkedIn tracking, and Google Ads tracking. These tools may collect usage information such as IP address, device type, pages visited, and browsing behaviour.

Some of this information may be shared with third-party advertising platforms for remarketing purposes.

A cookie consent notice is displayed on our website. You may withdraw or adjust your cookie preferences at any time through the consent banner or via your browser settings. Disabling cookies may affect website functionality.

10. Direct Marketing

We may send newsletters, updates, educational material and marketing communications where you have provided express consent (for example, by opting in via a form on our website) or where we may rely on inferred consent under the Spam Act 2003 (Cth) in connection with a prior business relationship.

You may unsubscribe from marketing communications at any time via the unsubscribe link in any communication or by contacting us at [email protected]. We will action unsubscribe requests promptly and within 5 business days.

11. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Security measures include encrypted cloud storage, multi-factor authentication, access-controlled systems, role-based permissions, and secure payment processing.

While we take reasonable precautions, no system can guarantee absolute security. We encourage you to contact us immediately if you suspect that your personal information has been compromised.

12. Notifiable Data Breaches

Sara Strata is subject to the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth).

In the event of an eligible data breach — being a breach that is likely to result in serious harm to one or more individuals — we will contain the breach and assess its likely impact as quickly as possible, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable and in any event within 30 days of becoming aware of the breach, and provide affected individuals with a statement describing the breach, the type of information involved, and recommended steps to protect themselves.

Notification to the OAIC will be made via the OAIC's online portal in the prescribed form. We maintain an internal data breach response procedure.

13. Access and Correction

You may request access to personal information we hold about you, or request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading. Requests should be made in writing to: [email protected].

We will acknowledge your request promptly and respond substantively within 30 days of receipt, in accordance with APP 12.5. If an extension is required, we will notify you of the reason and the expected timeframe.

In limited circumstances, access may be refused where permitted by law (for example, where granting access would unreasonably affect the privacy of another individual, or where the information is subject to legal privilege). Where access is refused, we will provide written reasons.

14. Data Retention

We retain personal information for as long as is necessary for the purpose for which it was collected and in accordance with applicable law. Financial records are retained for a minimum of 7 years. The strata roll is retained for a minimum of 6 years after scheme termination (Strata Schemes Management Act 2015, s.180).

Minutes of meetings are kept permanently as part of the strata records. Correspondence and notices are retained for a minimum of 6 years. Records relating to building works are retained for the duration of applicable limitation periods. Records relating to our appointment as strata managing agent are retained for the duration of our engagement and thereafter as required by law.

When personal information is no longer required for any legal or operational purpose, we take reasonable steps to securely destroy or de-identify it.

15. Complaints

If you have a concern or complaint about the way we have handled your personal information, please contact us in writing at [email protected]. We will acknowledge your complaint within 5 business days and provide a substantive response within 30 days of receipt. Where additional time is required, we will notify you accordingly.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au, by phone on 1300 363 992, or by post to GPO Box 5218, Sydney NSW 2001.

16. Jurisdiction

This Privacy Policy is governed by the laws of New South Wales and the Commonwealth of Australia. Any dispute arising in connection with this policy is subject to the jurisdiction of the courts of New South Wales and Australian federal courts as applicable.

17. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. The effective date at the top of this document will be updated accordingly. The current version will always be published on our website at www.sarastrata.com.au.

Continued engagement with our services after any such update constitutes acceptance of the revised policy. We encourage you to review this policy periodically.