Privacy Policy

My Parcel Locker
Last updated: September, 2026

 

Our commitment to your privacy

My Parcel Locker Pty Ltd, ABN: 90 614 138 546, (“we”, “us”, “MPL” or “our”) designs, installs and manages electronic parcel locker systems for residential buildings, student accommodation, commercial buildings, libraries and retailers across Australia, and provides the My Parcel Locker Resident App that residents use to manage deliveries and locker access.

We know residents, building managers, body corporates and courier partners trust us with personal information so that parcels can be delivered and collected safely and conveniently. This Policy explains what personal information we collect, why, how we look after it, who we share it with, and the choices and rights you have.

This Policy applies to: our website (myparcellocker.com), the My Parcel Locker Resident App, and our interactions with residents, building managers/body corporates, delivery service companies and couriers, and other visitors and customers. It is written to meet the requirements of the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We review this Policy periodically and will update it as our services, technology or legal obligations change. Material changes will be highlighted on our website and, where they affect the App, communicated in-app or by email.

How we collect and hold personal information

While using our service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to, your email address, name, phone number, postal address, and other information (“personal information”).
The purpose for which we collect personal information is to provide you with the best service experience possible and for our internal business purposes that form part of normal business practices. Some provision of personal information is optional. However, if you do not provide us with certain types of personal information, you may be unable to enjoy the full functionality of the service.

We collect personal information in a number of ways, including when you:

  • Register for, or use, the Resident App (directly, or via an invitation set up by your building manager or body corporate)
  • Visit or use our website, including making an enquiry
  • Contact our support team ([email protected]) or our delivery-photo mailbox ([email protected])
  • Are a building manager, body corporate, courier company or delivery service company (DSCo) that we work with to install, operate or service lockers
  • Have a parcel delivered to, or collected from, one of our lockers
  • Request or are issued a physical access fob, or contact us for a fob resupply

We may also collect personal information automatically through your use of our website and App (see “Cookies and online tracking” below), and from third parties such as building managers, body corporates and courier companies who provide us with resident or delivery details in order for us to deliver our services.

What personal information we collect

Depending on your relationship with us, we may collect:

  • Contact details — name, unit/apartment and building address, mobile number and email address
  • Access and delivery information — fob and access credential identifiers, locker allocation, delivery and collection notifications, parcel tracking references, and proof-of-delivery photos submitted by couriers
  • App and device information — device type and identifiers, operating system, app usage and diagnostic data, push notifications, storage day pass tokens, approximate location and camera permission. Some information (for example, contact details) is needed for us to provide our services — if you choose not to provide it, we may not be able to allocate a locker or notify you of deliveries.
  • Website usage data — IP address, browser type, pages visited and referring pages, collected via cookies and tools such as Google Analytics and Google Tag Manager
  • Building and business information — building manager, body corporate and courier/DSCo business contact details and, where relevant, billing details
  • Financial information — processing of payments for storage day pass tokens via a third-party financial institution. This third party has access to your personal information only to perform these tasks on our behalf and is obligated not to disclose or use it for any other purpose.
  • Communications — records of enquiries, support requests, and calls or emails with our team
  • Security footage/CCTV and site surveillance
  • My Parcel Locker (MPL) operates CCTV cameras at all of our parcel locker sites. This footage is used to:
  • monitor and maintain the security of our locker sites and equipment;
  • investigate and help resolve any concerns, complaints, or incidents raised by clients, couriers, or members of the public; and
  • provide proof of delivery or collection where a dispute or query arises.
  • CCTV footage may capture images of individuals who attend our locker sites, including while making a delivery or collection. This footage is considered personal information under the Privacy Act 1988 (Cth) and is handled in accordance with the Australian Privacy Principles and this Policy.
  • Footage is stored securely and access is restricted to authorised MPL personnel for the purposes described above. Footage is retained only for as long as reasonably necessary to fulfil these purposes, after which it is securely deleted.
Why we collect, hold, use and share personal information

We collect, hold, use and share personal information to:

  • Provide and manage locker access and parcel collection/delivery services
  • Send delivery and collection notifications
  • Issue, track and resupply access fobs
  • Provide customer and technical support, and respond to enquiries and complaints
  • Operate, maintain and improve our website and the Resident App
  • Coordinate with building managers, body corporates, couriers and DSCo partners to keep locker sites running smoothly
  • Send you information about our products and services, including by email or in-app notification (you can opt out of marketing at any time — see “How to contact us”)
  • Understand how our services are used so we can improve them
  • Meet our legal, regulatory and contractual obligations
When and with whom we share personal information

We may share personal information with:

  • IT, hosting, app development and other service providers who support our systems and day-to-day operations;
  • couriers and delivery partners, to enable the delivery or collection of parcels;
  • building and site owners or managers, where lockers are installed on their premises, including to resolve access issues or incidents at a site;
  • payment processors, to process payments and billing;
  • professional advisors and regulators, such as our lawyers, accountants, auditors, insurers, or government and regulatory bodies, where required or authorised by law.

We only share personal information with these parties as reasonably necessary for the purposes described in this Policy, and we take reasonable steps to ensure they handle it securely and in accordance with the Australian Privacy Principles.

We require third parties who handle personal information on our behalf to protect it in a manner consistent with the Australian Privacy Principles and this Policy. We do not sell personal information to third parties for their own marketing purposes.

Overseas disclosure

Where personal information is disclosed to an overseas recipient, we take reasonable steps to ensure it is handled in a way that is consistent with the Australian Privacy Principles, including through contractual protections with our service providers. We are not currently disclosing personal information overseas; we will update this section before we do.

Automated decision-making

From 10 December 2026, Australian privacy law requires us to disclose here if we use computer programs to make, or substantially assist in making, decisions that could significantly affect your rights or interests. MPL does not use automated decision-making processes that make decisions about individuals without human involvement. Where our systems flag or support a decision, that decision is always reviewed and made by a person. If this changes in the future, we will update this Policy to explain how the process works and how you can seek a review of a decision that affects you.

Cookies and online tracking

Our website uses cookies and similar technologies, including Google Analytics and Google Tag Manager, to understand how visitors use our site and to improve it. Cookies may collect information such as your IP address, browser type, and the pages you visit.

You can manage or disable cookies through your browser settings, though some parts of our website may not work as intended if you do. We do not currently use cookies for third-party advertising; if that changes, we will update this section.

How we protect children’s privacy

Our services are not directed at children, and we do not knowingly market to children. In some cases, personal information belonging to a family member who is a minor may appear incidentally on a delivery (for example, a name on a parcel label). We take reasonable steps to protect any such information and will act on a parent or guardian’s request to remove it, subject to our other legal obligations. We will review this section again once the OAIC’s Children’s Online Privacy Code (due by December 2026) is finalised.

How we protect your information

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include encrypted storage, access controls on fob/locker systems, and staff access restrictions. However, no method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.

How long we keep your information

We keep personal information only for as long as reasonably necessary to fulfil the purposes described in this Policy, or as required by law.

How you can access your personal information

You can request access to the personal information we hold about you through the Resident App (where available) or by contacting us using the details below. We will respond within 30 days. In some circumstances permitted by law we may need to refuse a request — for example, where it would unreasonably impact someone else’s privacy, or raise a safety concern — and if so, we will explain why. We may need to verify your identity before releasing information.

How you can correct your personal information

If any personal information we hold about you is incorrect or out of date, you can update it yourself via the Resident App where available, or ask us to correct it by contacting us using the details below.

How to raise a complaint

If you have a concern about how we’ve handled your personal information, please contact us first using the details below — we aim to resolve concerns quickly and fairly. If your complaint isn’t resolved to your satisfaction, you can escalate it to [email protected]

Links to other websites

Our website and App may contain links to third-party sites (for example, courier tracking pages or a building’s own resident portal). We are not responsible for the privacy practices or content of those sites, and encourage you to review their privacy policies separately.

Changes to this Policy

We may update this Policy from time to time to reflect changes in our services or the law. The current version will always be available on our website, and material changes affecting the App will be communicated in-app or by email where appropriate.

How to contact us

For any questions about this Policy or how we handle your personal information, contact us at: