Quest Serviced Apartments Pty Ltd (ACN 119 523 483) ("QSA") together with its Associates (collectively referred to as “Quest”, "us", "we") provides intellectual property, services, skills and facilities required for the acquisition, establishment, sale and operational support of franchises operating under the Quest brand.
In addition, Associates of Quest are also involved in the sale of properties used in Quest businesses under lease or similar arrangements (“Quest Associates” means any individuals or entities described in section 318 of the Income Tax Assessment Act 1936 (Cth)).
Franchise businesses operating and providing accommodation services under the ‘Quest’ brand are independent entities from QSA.
In this privacy policy (“Privacy Policy”), the term ‘Personal Information’ has the meaning set out in the Privacy Act 1988 (Cth) (“Privacy Act”).
In general terms, Personal Information is information (whether that information is a fact or an opinion) about an individual who is identified, or who is reasonably identifiable, from that information or other information combined with that information.
Some types of Personal Information are classified as ‘Sensitive Information’. These are subject to additional protection under the Privacy Act. Sensitive Information may include information about an individual’s racial or ethnic origin, religious beliefs, or health.
This Privacy Policy:
explains how Quest manages the Personal Information that we collect, how we use and disclose it, how to seek access to and correction of the Personal Information that we hold about you, how to contact us if you have any complaints or queries about our management of your Personal Information, and how we will deal with complaints;
applies to the services provided by Quest (both online, including via our website at www.questapartmeaustr.sbs ("Website") and the Quest App, and offline); and
is intended to apply generally in respect of the Personal Information that is collected and handled by each entity within the Quest group, which includes Quest and all Quest franchisees.
QSA and some of its Associates are subject to the Privacy Act and the Australian Privacy Principles in the Privacy Act (“APPs”) in relation to their handling of Personal Information. While some franchisees and Associates might not directly be subject to the Privacy Act in relation to their information handling practices, this Privacy Policy will generally apply to them.
QSA will review and may update this Privacy Policy from time to time to reflect its current practices, business arrangements and legal obligations. The updated policy will be available on our Website and any changes will apply when the updated version is posted on our Website (or when the changes are otherwise notified to you, if earlier).
You should review this Privacy Policy periodically to ensure that you are updated on any changes. By continuing to use or access our Website, products or services after the posting or notification of an updated version of this Privacy Policy, you agree that the updated version will apply.
You may also obtain a copy of our latest Privacy Policy via our Website, or by contacting us using the contact details in section 2 below.
Contact details for privacy related enquiries, complaints, requests and feedback in relation to this Privacy Policy are as follows:
Quest Serviced Apartments Pty Ltd
Privacy Officer
Level 7, 87 Wellington Street
Collingwood
Victoria, 3066, Australia
Phone +61 3 8699 1500
Fax +61 3 8699 1555
email: privacy@questapartmeaustr.sbs
The types of Personal Information that we collect from you depend on our relationship with you, the circumstances of collection, and the type of service you request from us. The kinds of Personal Information that we may collect include:
We do not collect Sensitive Information about you unless you choose to provide it to us – such as health information about your accessibility requirements when you book to stay with us. However, if you provide such information to us, we will only collect that information with your express consent and only where such information is reasonably required in order for us to provide our services to you.
Where possible, you will have the option of remaining anonymous, or of using a pseudonym, when dealing with us. However, it may be impracticable for us to deal with you, or to provide services to you, where you have not identified yourself, or where you are using a pseudonym – such as where you wish to make a booking or manage your customer profile.
We may collect your Personal Information from a number of channels, including but not limited to, when you:
As well as collecting Personal Information directly from you, there may be occasions when we collect Personal Information about you from a third party. These third parties may include travel agents, our franchisees, financiers, business brokers and legal representatives.
While we will endeavour to maintain robust privacy practices, we are not responsible for the privacy practices of third parties, including those mentioned above. You should review their relevant privacy documentation to satisfy yourself as to how they protect and handle your Personal Information, including when they may share it with us.
We use the information you provide us, as well as information collected through web technologies provided by third parties (including Google) to collect technical information and general analytics about how you use our Website and/or the Quest App, identify how we can improve our products and services, and provide you with advertising or information that we believe is relevant to you. These technologies may include cookies, log files, web beacons, tags, and pixels.
The information collected may include:
To opt out of analytics, you can download a browser add-on from Google. Alternatively, you can set your browser to refuse or delete cookies from Google Analytics. Check your browser's help information to find out how.
Our Website may from time to time contain advertisements placed by third party companies or links with other websites. The websites associated with those third-party companies or accessed via these links may contain similar technologies and collect Personal Information by different methods. We do not control the collection or use of Personal Information by these third parties, and we strongly suggest that you check their privacy policies before providing them with any Personal Information.
QSA does not monitor these sites and is not responsible for their content. If you link to another website you do so at your own risk. QSA makes no warranties regarding these websites. QSA is not responsible for any privacy policies or practices of any sites linked to our Website. QSA is not responsible for the removal of your Personal Information from any third party to whom your Personal Information has been provided in accordance with this Privacy Policy.
We may use your Personal Information for any of the following primary purposes:
We may also use or disclose your Personal Information for our administrative, marketing (including direct marketing), planning, product or service development, quality control, survey and research purposes, for other purposes to which you have consented, and as otherwise permitted or required by law.
Technical information and general analytics are used for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are using our Website, to improve our Website and our products and services, and for the other purposes set out above.
We may combine Personal Information we receive about you with other information we hold about you for the purposes set out above, where permitted by law.
Direct marketing and opting out
With your consent (which may be inferred or express) we will use your Personal Information to communicate with you by mail, telephone, email or SMS for direct marketing purposes in order to tell you about our products and services, promotion and offers, events that we think may be of interest to you – including based on your preferences and insights we identify about you.
You may at any time opt out of receiving any direct marketing from us by emailing the Privacy Officer (refer to the contact details in section 2 above) or by following the prompts in the relevant direct marketing communication.
Automated decision making
We may use limited Personal Information about you to help us make decisions about some of the promotional and marketing materials we share with you.
For the purposes described above, we may disclose your Personal Information to:
If we disclose your Personal Information to third parties, we will use reasonable commercial efforts to ensure that those third parties use your Personal Information only as reasonably required for the purpose of the disclosure and in a manner consistent with applicable laws, for example (where commercially practical) by including suitable privacy and confidentiality clauses in our agreements with those third party service providers to whom we disclose your Personal Information.
We may disclose your Personal Information for the purpose for which it was collected to overseas recipients, including our service providers, which include entities within or associated with QSA. It is not practicable to list all jurisdictions, but they may commonly include the United States, United Kingdom, Singapore, China, India, Philippines, New Zealand, the European Union, Chile, Taiwan, Japan and Fiji in accordance with our obligations under the APPs.
We take reasonable steps to ensure that the Personal Information that we collect, use and disclose is accurate, complete and up to date. You can request access to, and seek correction of, the Personal Information that we hold about you at any time, by contacting the Privacy Officer (refer to section 2 for contact details).
Where you request access to Personal Information we hold about you, we will provide that access to the requested Personal Information within a reasonable time following receipt of your request, unless there is an exemption which applies under the APPs. We may charge reasonable fees for supplying you with access to your Personal Information. However, we will not charge you for the making of the request or to correct or update your information.
Where you request that we correct your Personal Information, and we agree that the information needs to be corrected, we will update it. If we do not agree, you can request that we make a record of your correction request with the relevant information.
If we refuse to provide you with access to your Personal Information or to correct it, we will notify you of our reasons for our decision to the extent required and, how you may complain about our decision.
We hold your Personal Information in a combination of physical records and electronic files which may be located at QSA’s corporate office. The information is stored on secure servers that are protected in controlled facilities. We also use third party information system providers who may store or have access to your Personal Information. We take commercially reasonable steps to ensure such third parties store your information in a similarly secure manner.
We will take reasonable steps to keep your Personal Information that we hold secure from misuse, interference and loss and from unauthorised access, modification and disclosure. We have taken measures to help secure any Personal Information you submit via our Website. These measures include but are not limited to the use of secure website channels. Internet browsers provide users with a positive visual clue that they are at a secure website.
However, the Internet is inherently insecure, and so we cannot guarantee the security of transmission of Personal Information that is disclosed to us online. Accordingly, you transmit your Personal Information to us online at your own risk and you are encouraged to exercise care in sending Personal Information via the internet.
Generally, we will retain your Personal Information for the period necessary for the purposes for which your Personal Information was collected (as outlined in this Privacy Policy) unless a longer retention period is required by law or if it is reasonably necessary for us to comply with our legal obligations, resolve a dispute or maintain security.
We will take reasonable steps to delete or de-identify your Personal Information when we no longer require it for any of the purposes for which we can use it, and we do not otherwise need to retain it by law.
If you have any concerns in relation to the handling of your Personal Information or wish to make a complaint, please direct these in writing to the Privacy Officer (refer to section 2 for contact details). We may need to verify your identity and ask for further information in order to investigate and respond to your concern or complaint. We will aim to respond to you within a reasonable time and generally within 14 days. If you are not satisfied with our response, you may make a complaint to the Office of the Australian Information Commissioner.
More information about the Privacy Act and the APPs and how to complain is available from the Office of the Australian Information Commissioner via:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au
This Privacy Policy was last updated: September 2026