Privacy Policy

Details you give us. When you check your address or request a property report, we collect the property address and, if you choose to provide them, your name, email and phone number. If you email us, we keep the correspondence.

Calls and text messages. When you call or text our shared number, we keep a record of the call or message, including your phone number, what you wrote and when. Calls to Pikelet are recorded, and you'll hear a short message saying so before you're connected. If you leave a voicemail, we keep the recording. We transcribe call recordings and voicemails so we can look back on what was said.

Details collected automatically. Like most websites, we use analytics tools that collect usage data such as pages visited, approximate location, device and browser type, and how you interact with pages (including anonymised session recordings and heatmaps). We use Google Analytics and Microsoft Clarity for this.

Address lookup. The address field uses Google Places autocomplete, so the text you type there is processed by Google to suggest addresses.

Identity verification. When you appoint us as your agency, we are required to verify your identity before we can act for you. For this we collect your full name, date of birth, residential address and details from identity documents such as a driver licence or passport, and in some cases a photo of you for matching against those documents. Verification is performed through APLYiD, an accredited identity service provider, which checks document details against the Australian Government's Document Verification Service (DVS). APLYiD processes this information under its own privacy policy, and we only keep the verification records we are legally required to hold.

Selling with us. If you engage us to sell your property, we also collect the information needed to run the sale, such as your appointment paperwork, property details and disclosures, and settlement information.

We use your information to check whether we service your area, prepare and send the report you asked for, respond to enquiries, and improve the website. If you join the waitlist, we use your email to let you know when we reach your area. If you engage us, we use your information to verify your identity where the law requires it, and to market, negotiate and settle the sale of your property.

We use call recordings and messages to follow up accurately, keep a record of what was agreed, and for quality and training. Replies to your texts may be drafted with the help of an AI tool, but a person on our team reads every reply and decides whether to send it.

We do not sell your personal information, and we do not use it for third-party advertising.

Lead details are stored securely with our database provider (Supabase) and access is limited to the Pikelet team. New enquiries also trigger an internal notification so we can respond quickly. Calls and text messages are carried by our phone provider, Twilio. Messages, call recordings and transcripts are also kept in Slack, which we use to manage enquiries, and suggested replies are drafted using Anthropic's Claude. Twilio, Slack and Anthropic are based in the United States and may store or process your information there. Our other service providers (hosting, database, analytics, identity verification) also process data on our behalf and may store it overseas. We choose providers with appropriate security practices.

We use a small number of cookies and browser storage for analytics and to remember simple preferences, like a dismissed announcement banner. We also keep a note of how you found us (the website that linked here, the page you landed on and any campaign tags in the link, never the full address of the referring page) so that if you ask for a report we know which channel to credit. You can block cookies in your browser settings; the site will still work.

We keep lead and client information for as long as it's needed to provide our services and to meet our legal and licensing obligations, then delete or de-identify it.

You can ask us at any time to see the personal information we hold about you, correct it, or delete it. Email hello@pikelet.com.au and we'll action it promptly.

If you have a concern about how we've handled your personal information, email hello@pikelet.com.au or call 0485 068 550 and tell us what happened. We'll acknowledge your complaint promptly and aim to resolve it within 30 days. If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

If we change this policy we'll update this page and the date above.