Book Now

Privacy Policy

Midtown Caravan Park
Effective date: 19 August 2026
Last updated: 19 August 2026

Please note: we record and transcribe telephone calls to and from the park, including calls answered outside office hours by our automated AI assistant. Section 6 explains how this works, how long we keep recordings, and what to do if you would prefer not to be recorded.

1. Who we are

This policy explains how Radius Real Estate 2 Pty Ltd (ACN 661 441 274), trading as Midtown Caravan Park (ABN 82 661 441 274) collects, uses, holds, discloses and protects your personal information.

In this policy, “we”, “us” and “our” mean Midtown Caravan Park. “You” means any guest, resident, visitor, applicant or website user.

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

Contact us about privacy:
Privacy Officer, Midtown Caravan Park
61 Takalvan Street, Millbank QLD 4670
Phone: (07) 4152 2768
Email: stay@midtowncaravanpark.com.au

2. Dealing with us anonymously

Where it is lawful and practicable, you may deal with us anonymously or under a pseudonym — for example, making a general enquiry about tariffs or availability.

We cannot deal with you anonymously where we need to identify you: confirming a booking, taking payment, entering a tenancy or site agreement, or meeting a legal obligation.

3. What we collect

3.1 Guests and visitors

  • Name, postal address, email address and phone number
  • Date of birth, where we need to verify age or eligibility
  • Vehicle, caravan, trailer and boat registration details
  • Driver’s licence or photo identification sighted at check-in
  • Arrival and departure dates, site or cabin allocation, and occupancy details
  • The number of people in your party, including the names and ages of any children
  • Payment details, including card information processed by our payment provider
  • Emergency contact and next-of-kin details
  • Pet details, where you are staying with a pet
  • Any accessibility, mobility, dietary or medical requirements you choose to tell us about
  • Your preferences, feedback, reviews and correspondence with us

3.2 Long-term and permanent residents

In addition to the information above:

  • Information contained in the applicable approved application form
  • Tenancy, site agreement and bond records
  • Rent and payment history
  • Correspondence and records relating to the tenancy or site agreement

3.3 Sensitive information

Some of the information above is sensitive information under the Privacy Act — in particular health, medical, accessibility and dietary information.

We collect sensitive information only where you consent and it is reasonably necessary for our functions — for example, to allocate an accessible cabin, or to respond appropriately in an emergency. We do not require you to provide it. We do not ask for health information through our AI phone assistant.

3.4 Telephone calls

We record and transcribe telephone calls to and from the park. This applies to calls answered by our staff during office hours, and to calls answered by our automated AI assistant outside office hours.

From these calls we collect the call audio, a written transcript, your phone number, your name and any other details you provide, and the date, time and duration of the call. Section 6 explains this in full.

3.5 Closed-circuit television (CCTV)

We operate CCTV in common areas, entrances and amenities blocks for the safety and security of guests, residents and staff. Cameras are not installed in cabins, motel rooms, bathrooms, showers or toilets. Signage is displayed at entry points.

Footage is retained for 30 days and then deleted, unless it is required for an investigation, an insurance claim or a legal proceeding, or we are required to keep it by law.

3.6 Website information

When you use our website we may collect your IP address, browser and device type, the pages you view, the site that referred you and the time of your visit. See section 10 on cookies.

4. How we collect it

We collect personal information:

  • directly from you — in person at reception, by telephone (including through our AI assistant), by email, through our website enquiry and booking forms, and on registration and application forms;
  • from recordings and transcripts of telephone calls;
  • from online travel agents and booking platforms, when you book through them;
  • from our payment provider, in relation to transactions;
  • from CCTV;
  • from third parties where you have authorised it — for example a referee named on an application, or a person making a booking on your behalf.

Where we collect your information from someone else, we take reasonable steps to make you aware of that collection.

5. Why we collect it, and how we use it

We use personal information to:

  • take, confirm, manage and vary your booking or reservation;
  • allocate sites, cabins, motel rooms and facilities;
  • take payment, issue receipts, and manage refunds, bonds and security deposits;
  • verify identity and age where required;
  • assess applications for long-term and permanent sites, and manage those agreements;
  • communicate with you before, during and after your stay;
  • respond to enquiries, complaints, feedback and reviews;
  • keep an accurate record of what was discussed on a telephone call;
  • train our staff and review the quality and accuracy of our service;
  • keep guests, residents, staff and property safe, including responding to emergencies and incidents;
  • maintain the security of the park and investigate incidents, damage or breaches of park rules;
  • meet our obligations under Queensland residential tenancy, manufactured homes, work health and safety, and taxation law;
  • with your consent, send you news, offers and promotions about our park;
  • improve our services and facilities.

We will only use your information for a purpose other than the one we collected it for where you would reasonably expect it, you have consented, or the law permits or requires it.

We do not sell your personal information.

6. Telephone calls and our AI assistant

6.1 We record and transcribe calls

Telephone calls to and from the park are recorded and transcribed. We do this so that we have an accurate record of bookings, enquiries and any issues raised, to resolve disputes, to train our staff, and to review the quality of our service.

Our telephone system is provided by Zoom Video Communications, Inc. (Zoom Phone), which carries out the recording and transcription.

6.2 If you would prefer not to be recorded

If you do not wish your call to be recorded, please do not call us. You can contact us instead by email at stay@midtowncaravanpark.com.au, through the enquiry or booking form on our website, or in person at reception, and we will assist you that way.

6.3 Our after-hours AI assistant

Outside staffed reception hours, calls to Midtown Caravan Park are answered by an automated AI assistant rather than a member of our staff. The assistant is a product called Sadie, provided by Sadie Technology Limited.

The assistant answers questions about the park, provides information on tariffs and availability, and takes booking requests and messages. Calls answered by the assistant are recorded and transcribed in the same way as calls answered by our staff.

6.4 Speaking to a person

If you are currently staying at the park and need assistance with your stay, the assistant will transfer you to a manager.

For all other enquiries, the assistant will take a message and a member of our staff will contact you during office hours. You can also call us during office hours on (07) 4152 2768 to speak to a person directly.

6.5 Emergencies

Our AI assistant is not an emergency service and cannot contact emergency services for you.

In an emergency, hang up and call 000.

6.6 Where call information goes

Call recordings and transcripts are handled by our service providers:

  • Zoom Video Communications, Inc. (United States) — our telephone system, which records and transcribes calls.
  • Sadie Technology Limited (Ireland) — our AI assistant provider. Sadie may transfer information outside the European Economic Area.

Under Sadie’s terms, Sadie may create de-identified and aggregated data from calls and use that data for its own business purposes, including improving and promoting its products. De-identified and aggregated data does not identify you.

See section 8 for more about information sent overseas.

6.7 How long we keep call recordings

We keep call recordings and transcripts for as long as they are needed for the purposes described in this policy — including maintaining an accurate record of bookings, enquiries and instructions, resolving disputes and complaints, training our staff, protecting the safety and security of the park, and meeting our legal and insurance obligations.

We review the call records we hold periodically and delete those we no longer need. Where a call relates to a complaint, an incident, an insurance claim or a legal matter, we keep it until that matter is finally resolved.

Any booking, message or account details taken from a call are retained in accordance with section 9.

6.8 Voice recognition

We do not use voice recognition to identify you biometrically, and we do not create or store a voiceprint of your voice.

6.9 Automated decisions

The assistant provides information about the park, answers enquiries, and takes messages and booking requests.

Decisions that affect you — whether to accept a booking, whether to approve an application for a long-term site, or how to resolve a complaint — are made by a person, not by the assistant.

Where an automated system has been involved in a decision that could significantly affect your rights or interests, you may ask us to have that decision reviewed by a person by contacting our Privacy Officer at stay@midtowncaravanpark.com.au.

6.10 Accuracy

Automated transcription is not perfect. We check details taken by the assistant before acting on them. If a record we hold about you is wrong, please tell us and we will correct it — see section 11.

7. Who we disclose your information to

We may disclose your personal information to:

  • Our service providers, who handle it only on our instructions — our telephone and call recording provider (Zoom), our AI assistant provider (Sadie), booking and reservation systems, payment processors, IT, hosting and email providers, accountants and auditors, insurers, and debt recovery agents;
  • Online travel agents and booking platforms, where you booked through them;
  • Emergency services and medical personnel, where necessary to prevent or lessen a serious threat to life, health or safety;
  • Government bodies and regulators, including the Residential Tenancies Authority, where required or authorised by law;
  • Law enforcement, where required by law or in response to a valid legal process such as a warrant, subpoena or court order;
  • Our professional advisers, including our lawyers;
  • A purchaser or successor, if we sell or transfer all or part of our business.

We do not disclose your personal information to third parties for their own marketing purposes.

7.1 Our related park

Midtown Caravan Park is operated by the same group as Bundaberg Park Village, Bundaberg. We may share your information between the two parks where you have booked or enquired at both, where one park refers you to the other, or where we operate shared booking, telephone, payment or security systems. Both parks handle personal information in accordance with a privacy policy in these terms.

8. Sending information overseas

Some of our service providers store or process personal information outside Australia:

  • Zoom Video Communications, Inc. — Telephone system, call recording and transcription · United States
  • Sadie Technology Limited — After-hours AI phone assistant · Ireland, and potentially outside the European Economic Area
  • Booking and reservation systems — Managing bookings · Outside Australia
  • Website hosting and email — Website and communications · Outside Australia
  • Payment processing — Processing payments · Outside Australia

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles, including through contractual protections.

You can request an up-to-date list of the countries in which our service providers store or process personal information by contacting our Privacy Officer at stay@midtowncaravanpark.com.au.

9. How long we keep your information

We keep personal information only for as long as we need it, or for as long as the law requires.

  • Call recordings and transcripts — Kept for as long as needed for the purposes set out in section 6, then deleted. Records relating to a complaint, incident, claim or legal proceeding are kept until the matter is finally resolved
  • Booking and guest records — 7 years from the end of the stay
  • Unsuccessful rental applications — Securely destroyed within 3 months of the successful applicant’s agreement starting, as required by Queensland law
  • Tenancy and site agreement records — 7 years after the agreement ends
  • CCTV footage — 30 days, unless required for an incident, claim or legal proceeding
  • Marketing contact details — Until you unsubscribe, then removed from our active lists
  • Incident, complaint and insurance records — 7 years, or longer where a claim is on foot

When we no longer need your information, we destroy it securely or de-identify it.

10. Cookies and our website

Our website uses cookies — small files stored on your device — to make the site work, remember your preferences, and help us understand how the site is used.

We use:

  • Essential cookies, which are necessary for the site and the booking engine to function. These cannot be turned off.
  • Performance and analytics cookies, which help us understand how visitors use the site.
  • Functionality cookies, which remember your preferences.
  • Advertising cookies, which allow us and our advertising partners to show you relevant advertising on other websites.

Managing cookies: you can accept or decline non-essential cookies through the banner shown when you first visit our site. You can also block or delete cookies at any time through your browser settings, although parts of the site may not work properly if you do.

Email tracking: our marketing emails may contain a tracking pixel that tells us whether the email was opened and whether links were clicked. You can avoid this by viewing our emails in plain text, or by unsubscribing.

11. Accessing and correcting your information

You have the right to ask for access to the personal information we hold about you — including call recordings and transcripts — and to ask us to correct it if it is wrong, out of date, incomplete, irrelevant or misleading.

To make a request, contact our Privacy Officer at stay@midtowncaravanpark.com.au or (07) 4152 2768. We may ask you to verify your identity.

We will respond within 30 days. There is no charge for making a request, although we may charge a reasonable amount for providing access to a large volume of records — we will tell you before any charge applies.

We can refuse access or correction in limited circumstances set out in the Privacy Act. If we do, we will tell you in writing why, and how to complain.

12. Marketing and your choices

We will only send you marketing about our park where you have consented, or where you are an existing customer and would reasonably expect it.

Every marketing email contains an unsubscribe link. You can also opt out at any time by emailing stay@midtowncaravanpark.com.au or calling (07) 4152 2768. We will action your request promptly, and in any case within 5 business days.

Opting out of marketing does not stop us sending you information you need about a current booking or tenancy.

13. How we protect your information

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include secure storage of physical records, access controls and password protection, restricted access to call recordings, secure payment processing, contractual protections with our service providers, and staff training.

No system is completely secure. If a data breach occurs that is likely to result in serious harm, we will assess it and, where the Notifiable Data Breaches scheme applies, notify affected individuals and the Office of the Australian Information Commissioner.

14. Children’s information

We collect limited information about children — usually names and ages — as part of a booking made by a parent or guardian, so that we can allocate accommodation and apply the correct tariffs.

We do not knowingly allow children to make bookings independently, and we do not send marketing to children. If you believe we hold information about a child that we should not, please contact us and we will review it and, where appropriate, delete it.

15. Complaints

If you think we have mishandled your personal information or breached the Australian Privacy Principles, please tell us — we would like the opportunity to put it right.

Step 1 — Contact us.
Privacy Officer, Midtown Caravan Park
61 Takalvan Street, Millbank QLD 4670
Email: stay@midtowncaravanpark.com.au · Phone: (07) 4152 2768
Please describe what happened and the outcome you are seeking.

Step 2 — Our response.
We will acknowledge your complaint within 5 business days and respond in writing within 30 days. If we need longer, we will tell you why and when you can expect a response.

Step 3 — If you are not satisfied.
You may refer your complaint to the Office of the Australian Information Commissioner:
Online: oaic.gov.au/privacy/privacy-complaints
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

For matters concerning a residential tenancy or site agreement, you may also contact the Residential Tenancies Authority on 1300 366 311.

16. Third party websites

Our website contains links to other websites, including booking platforms. This policy does not apply to them. We encourage you to read the privacy policy of any website you visit.

17. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. The current version is always available at https://midtowncaravanpark.com.au/privacy-policy/, and the effective date appears at the top of this page. Where changes are significant, we will take reasonable steps to notify you.