A plain-English account of what we know—and why.

1. Who this policy is about

“Ultra Urban”, “UltraUrban”, “we” and “us” mean UltraUrban — The Trustee for The Shabra Unit Trust, ABN 21 287 207 824. Our office is 6c, 60–62 Landsborough Parade, Golden Beach QLD 4551.

We manage personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy is intended to make our practices open and easy to understand.

2. What we collect

Depending on how we are in contact, we may collect and hold:

• your name and phone number;
• the property reference and property address connected with our approach;
• your preferred callback window and messages you give us;
• caller ID, call audio and a transcript when you speak with Claire;
• a record of your contact, requests, consent or opt-out; and
• property and ownership information available from public or licensed property records.

Our web booking forms store the details you submit in our acquisition-leads system. You can ask a general question without giving your name, but we need a way to contact you if you ask for a callback.

3. How and why we collect it

We collect information:

• directly from you through a form, phone call, text, email or conversation;
• from public and licensed property, cadastral, planning and mapping records; and
• from service providers that help us receive and manage your response.

We use it only to identify the property, respond to our property approach, arrange and make a callback, keep an accurate record of the conversation, answer a privacy request, or comply with law. We do not use this information for unrelated marketing, and we do not sell it.

4. Claire, call recordings and transcripts

Claire is an AI receptionist, not a human. Calls with Claire may be recorded and transcribed so the receptionist can respond, capture your property reference and arrange a human callback. We use the Vapi voice platform to process these calls. Please do not give Claire sensitive information that is not needed for the property conversation.

5. Who we share information with

We limit access to the Ultra Urban people and contractors who need the information for this property conversation. We may also disclose it to service providers that host our systems, manage calls and transcripts, or support communications, and where disclosure is required or authorised by law.

Vapi is a United States provider. Information processed through Claire, including call audio and transcripts, may be transferred to and processed in the United States. Other providers may process data in Australia or overseas under their service arrangements. We take reasonable steps when selecting and using providers to protect the information they handle for us.

6. Security and retention

We use reasonable technical and organisational safeguards intended to protect personal information from loss, misuse and unauthorised access, modification or disclosure. No internet or storage system is risk-free.

We keep personal information only while it is reasonably needed for the property conversation, our records, a legal requirement or a privacy request. When it is no longer needed, we take reasonable steps to destroy it or de-identify it. If you opt out, we retain the minimum suppression record needed to make that choice permanent; it is used to prevent future property contact, not to continue it.

7. Your choices and opt-out

You can tell us to stop contacting you about the property at any time, free of charge. You can:

• call (07) 4429 3990;
• reply STOP to a text message from us; or
• email hilary@ultraurban.com.au.

We apply the request to our future property contact and place the relevant contact or property details on our permanent suppression list.

8. Access and correction

You may ask what personal information we hold about you, request access to it, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details below and tell us enough to identify the relevant record. We may need to verify your identity. We will respond within a reasonable period and explain any lawful reason if access or correction cannot be provided.

9. Privacy questions and complaints

Send a privacy question, access/correction request or complaint to hilary@ultraurban.com.au, call (07) 4429 3990, or write to our office at 6c, 60–62 Landsborough Parade, Golden Beach QLD 4551. Please describe what happened and the outcome you seek.

We will acknowledge a privacy complaint and aim to respond within 30 days. If you are not satisfied with our response, or we do not respond within 30 days, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

10. Updates and a paper copy

We update this policy when our handling practices change. The current version and review date will remain at this address. If you need the policy in another accessible format or want a paper copy, contact us and we will provide it free of charge.