City West Housing Pty Limited and its subsidiaries (“we”, “us”, or “our”) is committed to protecting your privacy and handling your personal information with transparency and respect. We collect, use, and handle your personal, sensitive and health information in accordance with the Privacy Act 1988 (Cth), the Privacy and Personal Information Protection Act 1998 (NSW), and the Health Records and Information Privacy Act 2002 (NSW).
Read the full Privacy Policy. If you have questions about privacy, you can email our Privacy Officer at enquiries@citywesthousing.com.au or call us on (02) 8584 7500.
1. What Information We Collect
We collect personal, sensitive and health information about you, including contact details, identity documents, demographic details about your background, financial information and information about your health and support needs. We use CCTV in common areas of our buildings, including lifts, building entry areas and our office. We may record telephone conversations with you. Swipe card data regarding building and office entry fobs and swipe cards is also collected.
With your consent, we may collect photos of you or ask you to participate in a video or case study that we publish. We will obtain a separate consent for this type of participation.
2. Why We Collect Your Information
We collect your information to:
- assess your eligibility for our housing
- manage your tenancy, provide and co-ordinate maintenance of your property, provide other services and support to tenants
- calculate rent reviews
- investigate and respond to enquiries, feedback, complaints or appeals
- manage the common areas of buildings and interactions between staff and individuals
- obtain feedback, undertake engagement activities or complete reporting
- assess applications for grant funding
- comply with statutory reporting obligations, including undertaking a periodic survey of tenants.
3. How We Collect Your Information
We generally collect information directly from you (e.g., via application forms, webforms, tenancy agreements, over the phone, through emails/correspondence or when we see you face to face). We also collect information via CCTV recordings in common areas of our buildings, including lifts, and in our office.
We may also collect information from third parties with your consent, such as:
- Homes NSW or the Housing Contact Centre
- Centrelink / Services Australia
- Healthcare professionals, support workers, or advocates representing you
- Previous landlords or real estate agents.
4. Who We May Disclose Your Information To
To provide our services and meet legal obligations, we may share relevant personal information with:
- Government Bodies and Industry Bodies: including but not limited to Homes NSW, the Department of Communities and Justice, the NSW Registrar of Community Housing, the Housing Appeals Committee and Community Housing Industry Association NSW
- Support Agencies: Caseworkers, health providers, or support services that you have agreed to work with to assist your housing needs
- Contractors & Service Providers: including:
- Contractors who help us to maintain properties or provide services to you
- Software or computer system providers who provide us with systems to help us run our business, or legal advisors who perform work on our behalf (subject to strict confidentiality agreements)
- Utility Companies & Local Councils: Where required for tenancy setup or emergency service coordination
- Law Enforcement & Regulatory Authorities: Where required or authorised by Australian law or court order.
We do not sell your personal information. Under the terms of our contracts with some service providers, your personal information may be stored overseas. If this occurs, we take all reasonable steps to ensure Australian privacy law applies to overseas storage.
5. What Happens If You Choose Not to Provide Your Information?
Providing your information is generally voluntary; however, if you choose not to provide the requested information, we may be unable to assess your housing application, approve a tenancy, process rent adjustments, or effectively manage your housing maintenance and support. This may result in us no longer being able to provide housing to you.
6. Accessing and Correcting Your Information
You have the right to request access to the personal information we hold about you and to ask for updates or corrections if it is inaccurate, out of date, or incomplete.
To request access or to update your details, please contact our Privacy Officer using the details set out above or in our privacy policy. We will process your request in accordance with this policy.
