Skip to content

Privacy Policy

Onsite Resident app

Last updated: 25 June 2026

1. About this policy

This Privacy Policy explains how Onsite FM Pty Ltd (ABN 72 668 055 338, ACN 668 055 338) (“Onsite”, “we”, “us”, “our”) handles your personal information when you use the Onsite Resident mobile application and related services (the “App”).

The App may be provided to you under the “Onsite Resident” name or under a co-branded or white-labelled name arranged for your building (for example, Pellicano Living, ActiveHub NZ). Regardless of the name shown, the App is operated by Onsite FM Pty Ltd, and this policy applies.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using the App, you acknowledge the practices described in this policy.

2. What personal information we collect

We collect the following kinds of personal information:

Identity and contact details — your name, email address and mobile phone number. We use your email address to send a one-time passcode (OTP) to verify your identity when you sign in. Your phone number, where provided, is used for contact and notifications.

Property and strata details — the building, unit or lot you are associated with, your role (for example resident, owner or occupier), and information relating to requests you make through the App (such as maintenance requests, bookings, or messages to your building manager).

Photos and attachments — images or files you choose to attach to a request, for example a photo accompanying a maintenance ticket. These may include incidental personal information depending on what you photograph, so please only include what is necessary.

Usage and device information — information collected automatically when you use the App, including device type and operating system, app version, device identifiers, push-notification tokens, log data, and information about how you interact with features. We use third-party product-analytics tools to understand and improve the App.

Payment information (future) — the App does not currently process payments. If we introduce payments (for example for levies or fees), they will be handled by our third-party payment processor, Stripe. We do not store full card numbers; payment-card details are collected and processed by Stripe under its own terms (stripe.com/privacy).

We do not seek to collect sensitive information (as defined in the Privacy Act) through the App. Please do not submit sensitive information unless it is necessary for a request you are making.

Anonymity. Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym — for example when making a general enquiry. However, we generally cannot provide the App without your name, contact details and the building or unit you are associated with, as these are needed to verify your access and direct your requests to the right building manager.

Unsolicited information. If we receive personal information we did not ask for, we will determine whether we could have collected it under this policy. If not, and if it is lawful and reasonable to do so, we will destroy or de-identify it as soon as practicable.

3. How we collect personal information

We collect personal information:

  • directly from you — when you create or use an account, verify your number, or submit a request or message;
  • from your building manager, owners corporation, body corporate or managing agent — who may provide your name and contact details and associate you with a building or unit so you can access the App; and
  • automatically — through your use of the App, as described above.

4. Why we collect, hold, use and disclose your information

We use personal information to:

  • verify your identity and provide you access to the App;
  • enable the features you use, including submitting and tracking requests, receiving notices and communicating with your building manager;
  • send you service-related notifications (including push notifications, where enabled);
  • operate, maintain, secure and improve the App;
  • respond to your enquiries and provide support; and
  • comply with our legal obligations.

5. Who we share your information with

We may disclose your personal information to:

  • your building manager, owners corporation / body corporate, and their managing agent, so they can respond to your requests and manage the building. The Onsite Resident App is provided to you through your building’s arrangement with Onsite or its managing agent, and relevant information you submit is visible to them;
  • service providers who help us run the App, by category: cloud hosting and infrastructure, authentication, analytics, push-notification delivery, and (in future) payment processing. These providers are only permitted to use your information to provide services to us;
  • professional advisers, or regulatory and law-enforcement bodies, where required or authorised by law; and
  • a purchaser or successor, in connection with a sale, merger or restructure of our business.

We do not sell your personal information.

6. Direct marketing

From time to time we may use your contact details to send you information about Onsite, new features, or relevant products and services (including those of third parties able to provide services to your building). We will only do this where permitted by law, including the Spam Act 2003 (Cth).

You can opt out at any time by using the unsubscribe link in any marketing message, adjusting your notification settings in the App, or emailing us at support@onsite.fm. We will action your request within a reasonable period. You cannot opt out of service-related messages (such as security, account or request notifications), which are not marketing.

7. Overseas disclosure

Some of our service providers store or process data on servers located outside Australia (which may include locations in the United States, the European Union, and other regions where our providers operate). Where we disclose personal information overseas, we take reasonable steps to ensure it is handled consistently with the APPs.

8. How we hold and protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include transport-layer encryption of data in transit and secure storage of authentication credentials on your device. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. How long we keep your information

We retain personal information for as long as it is needed to provide the App and for the purposes described in this policy, and otherwise as required by law. When information is no longer required, we take reasonable steps to destroy or de-identify it.

In our role supporting your building, we may hold certain information and records relating to your use of the App on behalf of your building manager, owners corporation or body corporate, subject to their requirements — and we may continue to hold it for them even after we no longer need it for our own purposes.

If you choose not to use the App, we will take reasonable steps to destroy or de-identify any information we received from your building manager for the purpose of inviting you, unless there is a lawful reason to retain it.

10. De-identified and aggregated data

We may create de-identified and aggregated data from App usage (with personal information removed) and use it to produce reporting and insights — for example usage and activity reporting for building managers, and to improve the App. This data does not identify you.

11. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us using the details in section 15. We will respond within a reasonable period. In some cases we may need to verify your identity, and there are limited circumstances in which we may decline a request, in which case we will explain why.

12. Complaints

If you believe we have breached the APPs or mishandled your personal information, please contact us first using the details in section 15 so we can investigate. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

13. Children

The App is not intended for people under 16 years of age. We do not knowingly collect personal information from anyone under 16. If you are under 16, please do not sign up for or use the App. If you believe we have collected information from a person under 16, please contact us and we will take reasonable steps to delete it.

14. Changes to this policy

We may update this policy from time to time. The current version will always be available in the App or on our website, and the “Last updated” date will reflect the latest changes. Material changes will be notified to you where required.

15. Contact us

For privacy questions, requests or complaints:

Onsite FM Pty Ltd ABN 72 668 055 338 Email: support@onsite.fm