Deleting your information

Who this page is for

Suburb Reports builds and runs the campaign page for a property a real estate agency is selling, and the emails that follow it. If you have asked for the documents on one of those pages, opened a documents link we emailed you, or been shown advertising for one of these campaigns, then we hold something about you and this page is for you.

It sits alongside the privacy policy rather than adding to it. Every route, address and period below is section 14, 16, 17 or 18 of that policy, written out as instructions instead of clauses.

How to ask

1. Email privacy@suburbreports.au

   Put "delete my information" in the subject line so it is not missed. Start the email now.

2. Tell us where to look

   So we can find you: the property or campaign you enquired about, the email address or phone number you gave, and roughly when. Any one of those usually does it.

3. We check it is really you

   We may ask you a question or two first. That is not us being difficult: deleting someone's records on a stranger's say-so would be the worse failure. We ask for the least we can.

4. We confirm within 30 days

   We tell you what we deleted, and what, if anything, we had to keep and why. It is usually much faster than thirty days.

What gets deleted

Everything we hold that is about you, which here means:

• Your enquiry. Your name, email address and phone number, your answer to the question about where you are at with the property, and what we recorded alongside it: which campaign and property, which agency it was for, the address of the page you sent it from, and the time.
• Every opening of your documents link. The link we email is personal to you, so each opening is recorded: the time, the browser and device, and the page that sent you there. All of it goes.
• Your record in any advertising audience we control, and we stop adding you to new ones. This is its own section below, because it is the part with a limit worth naming.
• Any other record of you we are holding that is not named in "what we keep" below.

What we never held in the first place. The enquiry form does not record your IP address or your device, and a calculator on a campaign page runs entirely in your browser, so nothing you typed into one ever reached us. There is nothing there for us to delete, and we would rather say so than let you assume we cleared something we never had. Being precise about that: it means our records do not contain it. On a campaign page carrying an advertising pixel, the platform saw your browser directly, and deleting our copy of anything cannot reach what the platform worked out for itself. That is the section above, and it is the honest limit of what a request to us can achieve.

Being taken out of an advertising audience

Where a campaign is advertised on Meta, being Facebook and Instagram, two things put you in front of that platform. Sending the enquiry form sent a scrambled form of your email address and phone number to Meta, so it could match you to your account. Separately, the pixel on the campaign page told Meta your browser had been there, and Meta groups those browsers so the campaign can be shown again to people who looked at that property. The privacy policy explains both in full, including why scrambling is not anonymity.

What we do. We remove you from every audience we control, and we stop adding you to any new one.

The limit, said plainly, and it is a real one. We can reach the audiences we control. We cannot reach inside a platform and delete what it worked out for itself. Two things sit beyond us in particular. An audience built from browser activity is a set of browsers, not a list of names, so there is often nothing on our side to match you against in order to pull you out of it. And once a scrambled copy of your details has gone to a platform, we cannot un-send it. We would rather say that than imply we pulled back something we could not.

Which is why the controls in your own account matter more here than ours. The advertising controls inside your own Facebook or Instagram account reach exactly the part we cannot, because you are signed in and we are not. Google's My Ad Center is the same. We cannot operate them for you. Asking us and using them are two different halves and you want both.

Unsubscribing does part of this, and we will not overstate which part. Unsubscribing stops the campaign emails and takes you out of any audience we built from a list of our own. It does not pull you out of an audience the platform assembled from browser activity, because that audience carries no email address for your unsubscribe to match on. One click does not cover everything, and being told so is more use than being reassured.

The agency holds its own copy, and deleting ours does not delete theirs

When you asked for the documents you were asking the agency selling that property. Your enquiry went to them and into their records, because that is what you wanted it to do, and that copy is theirs. It sits in their systems, on their retention schedule, under their own privacy policy.

So there are two deletions, not one. We act on ours straight away, and in the same reply we tell you exactly who to contact at the agency so you can ask them as well. We will not leave you to work that out on your own, and we will not pretend one email covers both.

What we keep, and why

One thing survives a deletion request, and we would rather name it here than have you find out later.

That you unsubscribed

If you have unsubscribed, we keep a minimal record of it permanently. Forgetting it would mean contacting you again after you told us not to, so that record protects you rather than us. It is the bare fact and nothing more.

And if you never ask us at all, nothing sits here forever. Your enquiry and the record of your documents link being opened are destroyed or stripped of anything identifying you three years after we last hear from you, and advertising and page measurement, where a campaign runs it, after 26 months.

One exception that is not about buyers. If you are an agency we invoice, Australian tax law requires us to keep the financial records for seven years. Someone who enquired about a property has no transaction with us, so it does not apply to them.

Stopping the emails is a different thing, and it is faster

Deleting what we hold and stopping future contact are two separate requests, and you may only want the second.

Every campaign email carries a working unsubscribe, and you can reply to any of them with the word unsubscribe. One step, and it holds permanently: you do not have to say it again for each later send, because every send checks first.

Unsubscribing from us does not unsubscribe you from the agency, who send their own messages from their own systems. Tell us and we will tell you who to contact there.

If you are not happy with how we handle it

Tell us first, at privacy@suburbreports.au. We acknowledge within 5 business days and respond within 30 days.

Coming to us first is offered, not required. If that does not resolve it, or if you would rather not come to us at all, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

Who you are writing to

Redigi Pty Ltd, trading as Suburb Reports
ACN 683 525 859  ·  ABN 46 683 525 859
PO Box 2, Brunswick South VIC 3055, Australia
privacy@suburbreports.au
1300 287 682

privacy@redigi.com.au reaches the same people, if you would rather write to the company than to the product.