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Legal and Ethical Considerations around Data-Retention Policies for Chat Logs & Transcripts

This guide is general information, not legal advice. Please talk to a privacy lawyer familiar with the real-estate sector.

Why Data-Retention Rules Matter to Your Business

Chat logs and AI-generated transcripts often include people’s names, phone numbers, price discussions and even bank details. Losing control of that information can lead to fines, loss of trust and, from June 2025, lawsuits for “serious invasions of privacy” under new federal reforms.(AGS)


Key Laws You Must Follow

  • Privacy Act 1988 (Cth) + 2024/25 reforms

    • Mandatory “reasonable steps” to protect, retain only as long as needed, then destroy.

    • Bigger penalties and a direct right for individuals to sue, plus new criminal offences for doxxing.(Federal Register of Legislation, AGS)

  • State real-estate legislation

    • NSW: keep transaction records—including digital chats—for 3 years.(REINSW)

    • Victoria: many agency and trust-account documents must be kept 7 years.(Consumer Affairs Victoria)

  • Anti-Money Laundering / Counter-Terrorism Financing Act

    • Customer-due-diligence and instruction records (including chat transcripts) must stay on file 7 years.(First AML)

  • Tax rules

Always meet the longest period that applies.


Ethical Principles to Guide Your Policy

  • Transparency – Tell clients their chats are recorded and why.

  • Consent & Choice – Offer opt-outs for marketing uses.

  • Purpose Limitation – Use transcript data only for the deal at hand.

  • Data Minimisation – Keep the smallest workable set of personal data.

  • Security & Confidential Disposal – Encrypt in storage and erase securely when the clock runs out.


Setting Practical Retention Periods

Record TypeTypical MinimumWhy?
Internal team chats with no client data12 monthsOperational reference only
Buyer or tenant enquiry transcripts3 years (NSW) / 7 years (most other states)Statutory real-estate records
AML/CTF identity-verification chats7 yearsFederal AML law
Trust-account instructions7 yearsState trust rules + AML
Complaints, disputes, legal mattersMatter closed + 7 yearsLimitation periods

Tip: keep one master schedule that cites the source law for each category.


Seven Steps to a Compliant Policy

  1. Map your data flow – Where do chat logs live? CRM, Teams, AI transcription tool, backups?

  2. Classify risk levels – e.g. “Routine”, “Client personal”, “Financial”.

  3. Apply the longest statutory period to each class.

  4. Automate deletion or anonymisation after expiry (many SaaS tools let you set this).

  5. Encrypt at rest and in transit; restrict access on a “need-to-know” basis.

  6. Document everything – policy, procedures, retention schedule.

  7. Review yearly or whenever privacy laws change 


Working With AI & Cloud Vendors

  • Choose providers that let you export and delete chat data on demand.

  • Ensure contracts state who owns the transcripts, where they’re stored, and how long the vendor may hold backups.

  • Require ISO 27001-level security and Australian data centres, or confirm overseas hosting complies with APP 8 (overseas disclosure).


Risks of Poor Retention

  • Penalties up to tens of millions of dollars under the amended Privacy Act.(AGS)

  • Compensation claims from clients after a breach.

  • Inability to defend yourself in a dispute because logs were deleted too soon.

  • Reputational damage that erodes referral business.


Quick Checklist for Real-Estate Offices

  • ☐ Written policy names each record type and retention period.

  • ☐ Staff know how to label chats that hold personal data.

  • ☐ Secure cloud storage with multifactor authentication.

  • ☐ Automatic purge or anonymisation after expiry.

  • ☐ Annual privacy and cyber-security training for all team members.

  • ☐ Incident-response plan includes notifying clients and OAIC within 72 hours of a serious breach.


 

A clear, lawful data-retention policy protects your clients, your reputation, and your bottom line. Start by auditing where chat and transcript data flows today, match each category to the longest legal requirement, build in automatic deletion, and keep reviewing as the law evolves. For tailored advice, speak with a privacy lawyer.

Author – Ken Hobson.

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