Who owns the leads
You do. Every enquiry from your listings, every conversation on your pages, every name in your pipeline belongs to your agency. We collect it, hold it and work with it on your behalf. We do not own it and we never have.
We do not carry people between agencies. When an agency stops working with us we start again for the next one. One office's enquiries are never pooled into another's, never carried across, and never sold. There is no shared pot of leads behind the scenes, and if a competitor down the road signs with us next year, nothing of yours goes with them.
What we do keep is patterns, not people. We learn that, say, someone who asks for a floorplan is likelier to book an inspection. That is a number, and no individual travels inside it.
The honest half of this: owning and holding are different things. While we hold your people's information we carry the full obligations of the Privacy Act for our copy, and you carry them for yours. Neither of us can point at the other, and that is the correct arrangement.
What we actually hold
For the people who contact you through something we run:
- Their name, email address and phone number, where they gave them.
- The identifier the platform gives us. On Facebook a Page-scoped ID, on Instagram an Instagram-scoped ID. It identifies that person to your business and nobody else. It is not their account name and it does not let anyone find their profile.
- The content of their messages and comments, and when they sent them.
- What they asked about: properties, suburbs, price ranges, features, and their budget and timeframe if they volunteered it.
- What they did: buttons tapped, listings opened, emails opened, links clicked.
- The advertisement or link that brought them.
- Their device, browser and general location derived from their IP address.
We do not seek sensitive information as the Privacy Act defines it, and we ask people not to send it. For your own office we hold the contact and billing details needed to run the engagement.
Where it lives
Our main database is Supabase, hosted in Sydney. That is where your enquiries, conversations and listing records sit.
Your team sees them in the Redigi studio at my.redigi.com.au, behind a sign-in tied to your agency. What a person can see there depends on their role.
Who touches it
Named individually rather than as categories, because a list of categories tells you nothing:
| Who | What they do with it |
|---|---|
| Anthropic | The models behind listing copy and the listing chat, and the Claude tools our team works with. |
| ClickSend Pty Ltd | Lead alert texts to agents. Not in use yet. |
| Cloudflare | Hosts the sites and the studio, and answers DNS. |
| Cyba Studio Pty Ltd | Contracted builders and client servicing, as Redigi's processor. |
| GoCardless | Direct debit collection for Redigi's own billing. |
| Site analytics, advertising measurement and Business Profile posts. | |
| Google Workspace | Gmail, Drive, Sheets and Meet: our inboxes, files and meeting notes. |
| Make | Automations between systems; the Seller Finder capture. |
| ManyChat | The chat bridge on some agency pages until Redigi's own messaging app is approved. |
| Meta | Facebook, Instagram and Messenger: the pages, the chat, lead forms, the pixel. |
| Our builders' own computers | Local working copies while building, under our rules. |
| Resend | Sends every email, including agents' own replies. |
| Supabase | The base, the system of record, hosted in Sydney. |
| Redigi's own team | The people who run your account, limited to what their role needs. |
We do not sell personal information, and outsourcing does not move our responsibility: if a supplier we chose mishandles something, that is ours to answer for, not yours.
What leaves the country
The database stays in Sydney. Some suppliers are overseas, so some information is handled in the United States (Anthropic, Cloudflare, Google, Google Workspace, Meta), United Kingdom (GoCardless), European Union (Make), Germany (ManyChat) and Japan (Resend) .
The one worth understanding properly: the content of a message goes to Anthropic in the United States, because that is the artificial intelligence that reads it and writes the answer. Model training is switched off on every account we use, and we check that it stays off. Our privacy policy says this in public, in plain words, because a buyer is entitled to know it and you should not be the one explaining it.
The full country-by-country table is in section 14 of the privacy policy.
The pixel, and whose it is
Advertising measurement needs a pixel, and whose pixel it is matters more than it sounds.
Your Meta pixel stays yours. While we work together it is used only for the advertising we run. That is not us claiming it: it is a term of the Services Agreement, and it exists to protect your results. When another agency or an individual agent runs their own ads through the same pixel, the signals mix, the learning is diluted, and the campaigns you are paying us for get worse.
If that ever needs to change, tell us first, because we cannot be accountable for results on a pixel other people are also advertising through.
Advanced Matching, said plainly. When we report an advertising event we may include a person's email, phone or name scrambled by a one-way hash, so the platform can match it to an account and tell us whether the ad worked. Hashing means we are not handing over the raw address. It is not anonymity, and we will not describe it that way. The full explanation is in section 8 of the privacy policy.
What the software decides on its own
Read from our own register of where software acts, so it changes when the work does.
The information these systems use. What you write in the conversation, the buttons you tap, the listing you ask about and the conversation so far. What you engaged with, the property you showed interest in, and your contact details in a scrambled form so a platform can match them. What you asked for, how far through the conversation you went, and how you engaged. What you engage with, the property you show interest in, how you responded to an advertisement, and what you tell the chat about your own home. Property and market data, and personal information only where a property is tied to you as its owner.
What the software decides on its own, with no person in the loop at the moment it happens:
- The reply you get in chat. You are talking to software, answering from the listing's own facts, until a person steps in. You can ask for a person at any time.
- Which advertising audience you fall into, based on what you have engaged with. It never changes a price you are offered or whether you can get a service.
- The order enquiries are put in, so an agent sees the most urgent first. The agent decides who to contact and when.
Where software does part of the work and a person decides:
- Whether you are marked as someone who may be thinking of selling, from what you engage with or tell the chat. A person then decides whether and how to get in touch.
- A price guide about a property, produced from market data. A person reviews it before it is published, and it is an input to your thinking and an agent's, never a decision made about you. We treat it as in scope because a figure about a home is one people act on.
Where software acts but decides nothing about you. Listing marketing and the welcome line on a listing's chat, written by software from the listing's own facts. Campaign posts wait for a person to press go. The chat's welcome line goes live straight away and a person corrects it afterwards. None of it is a decision about you.
What is not automated at all. No computer decides whether you can buy or rent a property, what price you are offered, or whether an agent will deal with you. Those are decisions people make.
How long we keep it
| What | How long |
|---|---|
| Invoices, payments and financial records for a client | 7 years, as Australian tax law requires |
| Contact, enquiry, chat and messaging records | 3 years after we last hear from the person |
| Records of work we did for a client, requests and listing media | 3 years after the work is completed |
| Website and advertising measurement, where it runs | 26 months |
| An agency's data once it stops working with us | Deleted within 30 days of its written request, or 12 months after the engagement ends, whichever comes first. Unsubscribe records and the financial records tax law requires stay. |
| Unsubscribe records | Kept indefinitely, on purpose, so we never contact someone who said no |
The last one protects the person: forgetting that somebody opted out would mean contacting them again after they told us not to.
If one of your people asks to be deleted
They can ask us directly at any time, and our data deletion page tells them how. We act on our copy and confirm within 30 days.
Deleting our copy does not delete yours. You hold your own, and we will tell the person plainly who to contact at your office so they can ask you as well, rather than leaving them to work it out. If your office gets the request first, send them to that page and we will handle ours.
What happens if you leave
Plainly, because this is the question people are most reluctant to ask a supplier they are about to sign with.
- Your pages, accounts, community and followers were always yours. Nothing to hand back: we never held them.
- Your leads and the names in them are yours, and you take them with you.
- The work published in your name, on your own pages, is yours and stays up.
- Your enquiry records are exportable from the studio, and we will help rather than make it awkward.
- We do not re-use your people for anybody else, ever. See section 1.
What does not leave with you is ours: the Redigi Engine, the systems, templates and workflows, the Interactive Listing technology, the advertising accounts and the pixel unless otherwise agreed, and the know-how behind it. That split is written into the Statement of Works so it is settled before it matters rather than after.
What we need from you
The arrangement only works if both halves hold, so this is our side of the ask:
- Give us only what you have the right to give us.
- Use the leads we pass you lawfully, including under the Spam Act and the Do Not Call Register.
- Keep your studio sign-ins to the people who should have them.
- Tell us before anyone else starts advertising through your pixel.
- Point anyone asking about their information at our privacy address, and we will answer them.
The Services Agreement requires each agency to handle the information we pass them lawfully and properly. That is a term, not a hope.
If something goes wrong
If a data breach happens that is likely to cause serious harm, we assess it promptly and notify the people affected and the Office of the Australian Information Commissioner as the law requires. You would hear from us first, not from a news article.
If you or one of your people is unhappy with how we have handled something, tell us and we will acknowledge within 5 business days and respond within 30 days. If that does not resolve it, anyone can complain to the OAIC at oaic.gov.au or 1300 363 992.
privacy@redigi.com.au reaches a person, not a queue. In writing: Redigi Pty Ltd, PO Box 2, Brunswick South VIC 3055, Australia.