ESM’s Role and Privacy Obligations

ESM acts solely as the custodian of information, which remains the property of the Strata Company.

The Strata Titles Act states: "Upon application made in writing to a strata company by an owner or mortgagee of a lot, or by a person authorised in writing by such a proprietor or mortgagee."

We are required to ensure that any information provided to third parties is done so with the explicit consent of the lot owner. If a Lot owner has given us written authorisation to communicate with a specific person, we may release information accordingly—this does not breach the Privacy Act.

ESM is committed to complying with legal obligations regarding the personal information we hold. This means we must:

• Respect the privacy rights of our clients
• Ensure personal information is not shared with third parties unless legally authorised or with the client’s consent
• Use the information only for the purpose for which it was provided
  
  

To safeguard privacy and security, ESM requires all contact detail updates to be submitted in writing. This process helps us to:

• Verify that instructions come from authorised individuals, such as Owners or Property Managers
• Maintain a record of all requests for audit and reference purposes
• Prevent identity theft and fraudulent alterations to contact details
  
  

To update your contact information, please complete the online form here: Update Contact Details, or email our office at officeadmin@esmstrata.com.au. A printable version of the form is also available here: Strata Roll Form

Example Case

Mary was an owner in a complex of 10 units in Southern River. Mary's daughter had wanted control of her mother's affairs and was contacting companies on behalf of her mother, requesting that contact details be changed to her name.

ESM received a call from Mary's daughter, but referred her to the website, stating that all changes needed to be put in writing.

This information was received, but as the details did not match with the Lot owner's card, the Strata Manager called Mary to confirm that she was comfortable with the change.

Mary confirmed that she had not wanted these changes and therefore requested that the details remain as they were.

Had the changes been made via a telephone conversation, Mary would have been unaware of the requested changes, and ESM would have no documentation confirming the request had been made.