PRIVACY POLICY
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Introduction
Last Updated: June 2026
Pontem Housing Pty Ltd (“Pontem Housing”, “we”, “our” or “us”) is committed to protecting the privacy, confidentiality and security of personal information entrusted to us.
We recognise that many of the individuals, families and organisations we work with require a high level of privacy and discretion. We collect, use, store and disclose personal information only where reasonably necessary to provide accommodation services, manage placements, fulfil contractual obligations, ensure safety and comply with legal requirements.
Pontem Housing operates on the principle that privacy, dignity and confidentiality are fundamental to safe accommodation. We do not engage in direct marketing, promotional campaigns, newsletters or advertising activities using personal information. Our approach is centred on service delivery, discretion and compliance with Australian privacy laws and recognised government privacy standards.
This Privacy Policy explains:
• what personal information we collect;
• how we collect, use and disclose personal information;
• how we protect personal information;
• how you may access or correct your information; and
• how to make a privacy complaint.
This Privacy Policy applies to all services provided by Pontem Housing, including our website, booking systems, accommodation services, email communications, telephone enquiries and business operations.
Pontem Housing complies with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and the Notifiable Data Breaches Scheme.
Contact Details
If you have any questions, concerns or complaints regarding the handling of your personal information, please contact our Privacy Officer.
Privacy Officer
Pontem Housing Pty Ltd
PO Box 5171
South Turramurra NSW 2074
We acknowledge privacy enquiries and complaints as soon as practicable and aim to provide a substantive response within 30 days.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
Personal Information We Collect
The personal information we collect depends on the nature of the accommodation services being provided and may include:
• name;
• residential or postal address;
• email address;
• telephone number;
• emergency contact details;
• booking and accommodation information;
• organisation, insurer or referral agency details;
• billing and payment information;
• records of communications with us;
• information reasonably required to facilitate accommodation placements; and
• any other information voluntarily provided to us.
Where accommodation is arranged by a government department, insurer, support organisation or other authorised representative, information may be provided to us on behalf of the occupant.
We only collect personal information that is reasonably necessary for our business activities and accommodation services.
How We Collect Personal Information
We may collect personal information when:
• accommodation enquiries are made;
• bookings are requested or confirmed;
• accommodation services are provided;
• you contact us by telephone, email, website or other communication channels;
• invoices or payments are processed;
• an organisation refers an occupant for accommodation; or
• information is otherwise provided to us during the course of our business activities.
We may also collect information from authorised third parties including:
• government departments and agencies;
• insurers;
• support organisations;
• employers;
• legal representatives;
• booking agents; and
• other authorised representatives involved in accommodation arrangements.
Website Information and Cookies
Our website may use cookies and website analytics tools to help us understand website usage and improve functionality.
Information collected may include:
• browser type;
• device information;
• pages viewed;
• referring websites; and
• approximate geographic location.
This information is generally aggregated and does not identify individuals.
You may choose to disable cookies through your browser settings, although some website functionality may be affected.
How We Use Personal Information
We use personal information only for legitimate business purposes, including:
• assessing and managing accommodation requests;
• arranging and administering bookings;
• communicating with occupants, responsible organisations and authorised representatives;
• maintaining accommodation safety and security;
• managing accounts, billing and payments;
• responding to enquiries and complaints;
• improving business operations and service delivery;
• training staff and testing business systems where appropriate; and
• complying with legal, regulatory and contractual obligations.
Pontem Housing does not use personal information for newsletters, promotional campaigns, direct marketing or advertising activities.
Confidentiality and Sensitive Placements
Pontem Housing recognises that many accommodation placements involve individuals and families experiencing vulnerable or sensitive circumstances.
We are committed to maintaining strict confidentiality regarding:
• occupant identities;
• accommodation addresses;
• placement details;
• support arrangements;
• referral information; and
• information relating to the personal circumstances of occupants.
Personal information is disclosed only where reasonably necessary to provide accommodation services, comply with legal obligations, manage safety risks or where authorised by the individual or referring organisation.
Pontem Housing does not publish, advertise, promote or otherwise disclose occupant information, placement information, photographs, testimonials or case studies without prior written consent.
Staff, contractors and service providers are required to maintain confidentiality and may only access personal information where necessary to perform their duties.
We recognise that unauthorised disclosure of accommodation or occupant information may create significant privacy, safety and wellbeing risks. Accordingly, we take reasonable steps to ensure such information remains secure and is shared strictly on a need-to-know basis.
Disclosure of Personal Information
We may disclose personal information where reasonably necessary to:
• employees and contractors performing duties on our behalf;
• accommodation management and booking system providers;
• government departments and agencies involved in a placement;
• insurers and insurance representatives;
• professional advisers including accountants, auditors and legal advisers;
• service providers supporting our business operations;
• emergency services where necessary; and
• any person or organisation where disclosure is required or authorised by law.
We require service providers handling personal information on our behalf to maintain appropriate privacy, confidentiality and security safeguards.
We do not sell, rent, trade or otherwise provide personal information to third parties for commercial marketing purposes.
Overseas Disclosure
Pontem Housing generally seeks to store and process personal information within Australia.
Where a technology provider or service provider stores information outside Australia, Pontem Housing will take reasonable steps to ensure that personal information receives a level of protection substantially similar to that required under Australian privacy laws.
Access and Correction
You may request access to personal information we hold about you and request correction of inaccurate, incomplete or out-of-date information.
Requests should be directed to the Privacy Officer.
We will respond within a reasonable period and, where appropriate, provide access or make corrections in accordance with applicable privacy laws.
Access may be refused where permitted under the Privacy Act 1988 (Cth), including where providing access would unreasonably impact the privacy of others, prejudice legal proceedings, or otherwise fall within an applicable exemption.
Retention of Information
Pontem Housing retains personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, comply with legal obligations, resolve disputes and enforce agreements.
When personal information is no longer required, and where lawful and practicable to do so, it will be securely destroyed or de-identified.
Security of Personal Information
Pontem Housing takes privacy and information security seriously.
We maintain administrative, physical and technical safeguards designed to protect personal information against:
• unauthorised access;
• misuse;
• interference;
• loss;
• modification; and
• disclosure.
Personal information may be stored electronically within secure business systems and cloud-based platforms used to manage accommodation services and bookings.
Access to personal information is restricted to personnel who require access to perform their duties.
While we take reasonable steps to protect personal information, no method of transmission over the internet or electronic storage can be guaranteed to be completely secure.
Data Breaches
If Pontem Housing becomes aware of a suspected or actual data breach involving personal information, we will investigate promptly and take appropriate steps to contain, assess and remediate the incident.
Where required by law, affected individuals and the Office of the Australian Information Commissioner will be notified in accordance with the Notifiable Data Breaches Scheme.
Changes to this Privacy Policy
Pontem Housing may amend this Privacy Policy from time to time to reflect changes in legislation, regulatory requirements, technology, business practices or operational requirements.
The current version of this Privacy Policy will be made available on our website.
By continuing to use our services, you acknowledge that the most current version of this Privacy Policy applies.