Privacy Policy

Australian Building Company is a major Australian residential home builder operating across Australia (including through offices, display homes, design studios, and construction sites). We provide services throughout the residential home building journey, including:

• initial enquiry
• design and selections
• contracting
• construction
• handover
• warranty support

In our full Privacy Policy, “Australian Building Company”, “we”, “us” and “our” refers to the Australian Building Company group of entities that collect, hold, use and disclose personal information in connection with Australian Building Company’s operations in Australia (including related bodies corporate and business units that support our residential construction activities).

We collect different types of personal information depending on where you are in the home building journey. We aim to collect only what is reasonably necessary for our functions and activities.

If you enquire online, by phone, or in person, attend a display home, request a quote/tender, participate in an appointment, or use our online tools, we may collect:

• Identification and contact details (e.g. name, address, email, phone number)
• Preferred contact method and communication preferences
• Property and project details (e.g. suburb, land status, lot details, site constraints, anticipated build timeframe)
• Home preferences and lifestyle requirements (e.g. preferred designs, floorplan preferences, number of bedrooms, accessibility preferences)
• Household and family composition information (where relevant to design and suitability discussions)
• Budget range and high-level financial capacity information (where you choose to provide it)
• Information you provide in communications with us (including meeting notes and enquiry history)
If you attend a display home or office, we may also collect sign-in details and CCTV footage for safety, security and operational purposes.

If you proceed to tendering, contracting, construction and warranty support, we may collect more detailed information needed to deliver residential building services and manage our contractual relationship with you, including:

• Identity information (including copies of identity documents where required for verification or fraud prevention)
• Date of birth (where required for identification, finance facilitation, or verification processes)
• Detailed contact information for owners, co-owners, and authorised representatives
• Billing and payment contact details
• Land information (including title details or land settlement timing where relevant to project planning)
• Building contract documents and related records (plans, specifications, selections, variations, correspondence)
• Construction delivery information (access arrangements, special site conditions, scheduling constraints)
• Customer care and warranty records (defect reports, inspection notes, rectification scheduling, communications)
• Details of authorised representatives and third parties involved in your project (e.g. brokers, conveyancers, lawyers), where you provide those details or authorise contact
• Records of consents, preferences and requests (including marketing preferences and privacy-related requests)

We generally do not seek to collect sensitive information unless it is reasonably necessary and we are permitted to do so under the Privacy Act.

In a home building context, this might include (for example) health information relevant to accessibility or mobility requirements, or information you share about personal circumstances (such as hardship-related circumstances) where relevant to managing your account, communications and arrangements.

If we collect sensitive information, we take additional care in handling and securing it.

We may collect financial and banking information where reasonably necessary to:

• manage deposits and progress payments
• assess and manage payment risk
• support finance facilitation through partners (where you request it)
• manage refunds, credits, adjustments or reconciliations
• manage debt recovery (where applicable)

This may include bank account details, payment transaction details, and finance-related documents you provide (e.g. pre-approval letters or loan documentation) where relevant to scheduling and contract management.

Important: We do not use banking information to create direct marketing lists.

To manage safety and security at our offices, display homes and construction sites, we may collect:

• visitor registrations and sign-in/sign-out records
• site induction records and acknowledgements
• access permissions and access logs (where used)
• emergency contact details (where required for site access or inductions)
• incident, hazard and near-miss reports (including witness details where relevant)
• contractor and subcontractor personnel details required for site access and compliance management

When you use our websites, digital tools or online services, we may collect:

• device and browser information
• IP address and approximate location derived from IP address
• website usage information (pages viewed, time spent, referring pages)
• form submission data (enquiry forms and appointment requests)
• preferences saved in digital tools (where functionality exists)
• cookie and tracking data (see “Cookies and tracking” below)

We may also collect information from social media interactions where you engage with our official pages or content, subject to the platform’s settings and policies.

We may keep records of communications with you (emails, phone call records and where used call recordings with appropriate notice, SMS, meeting notes, etc.).

This helps with contract administration, customer service, quality assurance, dispute handling, and warranty support.

Sometimes we collect personal information from third parties where reasonably necessary, including from:

• authorised representatives (e.g. a family member or agent)
• mortgage brokers, lenders and finance partners (where you request finance facilitation)
• suppliers and subcontractors (e.g. for site access issues, delivery coordination, warranty-related information)
• professional advisers (e.g. lawyers or conveyancers where you authorise them to liaise with us)
• publicly available sources where appropriate (e.g. to confirm business contact details of suppliers)

If you give us someone else’s personal information (for example, a co-owner, guarantor, emergency contact, or authorised representative), you must ensure you have authority to do so and that the person is aware of our Privacy Policy where appropriate

We collect, hold and use personal information to run our residential construction business and support you through the build.

The main reasons include:

• Responding to enquiries and providing information about designs, inclusions, pricing and availability
• Managing appointments (display home visits, design consultations, selections appointments)
• Preparing estimates, quotes, tenders and proposals
• Entering into, administering and performing building contracts (including variations)
• Coordinating construction delivery (scheduling, site supervision, trade coordination)
• Managing selections, upgrades and preferences
• Providing updates and communications throughout the build
• Managing handover and post-handover support
• Providing warranty and defect management services during the warranty period
• Safety and security (visitor management, site access, incident response, fraud prevention)
• Legal and regulatory compliance (including responding to lawful requests, maintaining required records, managing complaints/disputes/legal claims)
• Financial administration (payments, invoices, refunds, adjustments, payment arrangements, overdue accounts/debt recovery where applicable)
• Quality improvement and analytics (preferably using de-identified or aggregated data where practicable)

We may also use personal information for marketing and business development (see “Marketing choices” below), managed in accordance with APP 7 and applicable marketing laws.

We share personal information only where reasonably necessary for the relevant purpose, and we take reasonable steps to limit disclosures to what is needed.

We may disclose personal information within the Australian Building Company group (including related bodies corporate and business units) where reasonably necessary to:

• respond to enquiries and provide services
• administer building contracts and deliver construction services
• provide customer care and warranty support
• manage safety and security
• support shared corporate functions (IT, finance, legal, risk, audit, compliance)

Building a home involves a supply chain. We may disclose personal information to subcontractors, suppliers and trade contractors where reasonably necessary to:

• deliver construction services
• coordinate site access, scheduling and deliveries
• manage defects, rectification works and warranty claims
• obtain manufacturer warranties and service support for installed products and appliances

This can include contact details, site address, relevant scheduling information, and information about the works required.

If you ask us to help connect you with finance partners, we may disclose personal information to third parties such as:

• mortgage brokers
• lenders and finance providers
• insurers (where relevant to the finance process)

The information disclosed may include contact details and information relevant to your finance enquiry or application, as authorised by you or as reasonably necessary to facilitate the requested service.
Those third parties handle your personal information under their own privacy policies and legal obligations.

We may disclose personal information where required or authorised by law, including for:

• building and planning processes
• safety and incident reporting
• compliance audits and investigations
• responding to lawful requests (subpoenas, notices, court/tribunal orders)

We may disclose personal information to professional advisers and service providers who assist our business, including:

• lawyers and legal service providers
• accountants and auditors
• consultants
• IT and cybersecurity providers
• marketing agencies and analytics providers
• customer support platform providers
• Expert consultants

We take reasonable steps to require service providers to handle personal information consistently with our instructions and to implement appropriate security measures.

We may disclose personal information where we reasonably believe it is necessary to:

• lessen or prevent a serious threat to life, health or safety
• respond to an emergency or incident at a construction site or premises
• investigate suspected unlawful activity, fraud, or security incidents
• establish, exercise or defend legal rights

We may use AI-enabled tools in parts of our business to support efficiency, service quality, and operational improvement in a residential construction context.

AI may be used in systems and workflows such as:

• Customer service enhancements (helping respond to common enquiries and routing requests to the right teams)
• Data analytics and reporting (identifying trends in enquiry volumes, build stages, or warranty categories)
• Business process efficiency (summarising internal notes, helping staff locate relevant information, improving workflows)
• Operational planning (supporting scheduling and resource planning through data-driven insights)

We design and use AI tools to support, not replace, appropriate human judgement in customer-facing and contract-critical decisions.

Some systems may use automated processing to generate outputs such as recommendations, prioritisation, categorisation or risk flags. In the home building journey, this may assist with:

• triaging and routing enquiries
• identifying the likely category of a customer care or warranty request
• generating draft responses or summaries for staff review
• producing operational forecasts (e.g. anticipated volumes of customer service requests)

If an automated process materially affects you (for example, it determines priority handling of a request or influences an outcome), we take steps to ensure appropriate oversight.

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure (APP 11).

In plain terms, our security measures may include:

• role-based access controls and authentication measures
• logging and monitoring of system access
• network security controls (including firewalls and threat detection)
• encryption in transit and, where appropriate, encryption at rest
• secure configuration and patch management
• malware protection and endpoint security controls
• secure backups and recovery processes
• segregation of environments and least-privilege access principles
• additional controls for higher-risk data (e.g. financial information and identity documents)

• controlled access to offices and secure areas
• visitor management processes
• secure storage for paper records (locked cabinets/restricted-access rooms)
• secure printing practices where appropriate
• secure disposal and destruction of documents

• privacy and security policies and internal standards
• staff training and awareness programs
• incident response procedures
• access reviews and user lifecycle management
• privacy impact assessments for relevant initiatives
• vendor and third-party risk management

We maintain processes designed to prevent, detect and respond to data breaches.

If an incident is assessed as an eligible data breach, we notify affected individuals and the OAIC as required by the Privacy Act, including the kinds of information involved and recommended steps individuals should take

Sometimes we may disclose personal information to overseas recipients, or store or process personal information in systems located overseas, where reasonably necessary for our operations.

Overseas jurisdictions may include, but are not limited to:

• the Philippines, Vietnam, China (for example, administrative processing and support services such as drafting and estimating)
• New Zealand (for example, regional support services)
• the United States (for example, cloud storage, software platforms, and IT support)

We may also use service providers with global operations, which can involve storage or processing in multiple jurisdictions.

Where APP 8 applies, we take reasonable steps to ensure overseas recipients handle personal information in a manner consistent with the APPs. Depending on the circumstances, safeguards may include:

• contractual obligations requiring appropriate privacy and security controls
• restrictions on use and disclosure
• confidentiality obligations
• audit and assurance rights (where appropriate)
• incident notification obligations
• security requirements aligned to the sensitivity of the information

We remain accountable for cross-border disclosures where required by the Privacy Act.
If you want more information about our overseas disclosures and the categories of overseas recipients we use, contact our Privacy Officer (details below).

We may use your personal information to send direct marketing communications about our designs, products, services, events, promotions and content that may be of interest to you. This may be via email, SMS, telephone, post, and digital advertising.

We may tailor marketing based on your interactions with us (for example, the types of designs you viewed or enquired about), subject to applicable laws and your preferences.

You can opt out at any time by:
• using the unsubscribe function in an email
• following opt-out instructions in SMS messages
• contacting our Privacy Officer (details below)

If you opt out of marketing, we may still contact you for non-marketing purposes (for example, to administer your building contract, provide warranty services, or respond to enquiries).

Under the Privacy Act and APPs, you have key rights in relation to your personal information.

You may request access to personal information we hold about you (APP 12). We may ask you to verify your identity before providing access. We respond within a reasonable period. If we refuse access, we provide written reasons to the extent required by the Privacy Act and advise you of complaint options. In some circumstances we may charge a reasonable fee (for example, where retrieval is complex) and we will tell you before proceeding.

You may request correction of personal information we hold about you if you believe it is inaccurate, out-of-date, incomplete, irrelevant or misleading (APP 13). If we correct information, we take reasonable steps to notify third parties to whom we have disclosed the information if you request it, unless it is impracticable or unlawful. If we refuse to correct information, we provide reasons and, where required, take reasonable steps to associate a statement with the information noting your request.

You may request that we restrict certain uses of your personal information, including:

• opting out of direct marketing
• limiting certain communications channels

We consider these requests having regard to our legal obligations and operational requirements (for example, we may still need to use contact details to administer a building contract, provide warranty services, or comply with safety requirements).

If you have a concern or complaint about how we have handled your personal information, you can contact our Privacy Officer.

Our process includes:
• acknowledging your complaint
• investigating the issues raised
• consulting relevant internal stakeholders and service providers as needed
• providing a response within a reasonable timeframe
• implementing remedial actions where appropriate

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

We may use cookies and similar technologies (such as pixels and tags) to:

• remember preferences
• enable core website functionality
• analyse traffic and usage patterns
• measure campaign effectiveness
• support advertising and retargeting where permitted

You can manage cookies by adjusting your browser settings to refuse cookies or delete existing cookies. If you disable cookies, some website features may not function as intended.

You may contact our Privacy Officer for access and correction requests, privacy enquiries, and privacy complaints.
Privacy Officer (Australian Building Company)

Email: PrivacyABC@abchomes.com.au
Telephone: 131 828
Post: Privacy Officer, Australian Building Company, 501 Blackburn Road, Mt Waverley, Victoria

If you believe there is an urgent privacy or security issue, contact the Privacy Officer and mark your communication as Urgent: Privacy Incident.

Office of the Australian Information Commissioner (OAIC)

Website: https://www.oaic.gov.au
Telephone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001, Australia

For full details (including more about how we collect information, how long we keep it, and how we manage privacy governance), please read the complete Australian Building Company Privacy Policy (Effective date: August 2026).

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