This Privacy Policy ("Privacy Policy", "Policy") explains how information about you is collected, used and disclosed by Rapin United Group (ABN 48 161 455 661) as parent company of PrimeFacility, the facility management software (collectively, "we", "our" or "us"). This applies to both PrimeFacility's website accessible at https://app.primefacility.com.au and Rapin United Group's website accessible at https://www.rapin.com.au (collectively, "Service").
This policy also describes how we protect such information.
By using our Service, you consent to the terms of this Policy.
If you have any questions, suggestions or clarifications relating to this policy, please email us at [email protected].
Information We Collect
We may collect certain information about you when you use our Service. We may also collect information about you from others through their use of our Service, or receive information from you about others through your use of our Service. The information may include Personal Identifiable Information (PII) such as your name, contact number (mobile, contact phone or email address) and certain company details such as company name and ABN.
Personal information collected may be about any other individual, such as tenants, sub-tenants, owners or agents living in the facility you manage, or tradespeople who work on your property. It is your responsibility to ensure that the information you disclose to us is authorised and that we may collect and store it according to this Policy. To comply with this Policy, you must ensure that the individual whose information has been collected is aware of, and consents to the storage of their personal information by us. Additionally, you must assist us in accommodating any requests by the individual to access or update the personal information you have collected from them and entered into our Service.
Usage Information
PrimeFacility uses the personal information that we collect from you in the following ways:
- Provision, maintenance and improvement of our Service
- Verify your identity during account activation
- Communicate with you
- Detect and prevent fraud
- Provide access to our Service
- Provide you with technical support, training or marketing material relating to our Service
- Comply with laws or assist with government or law enforcement agencies
How Does PrimeFacility Protect Your Information?
PrimeFacility is committed to protecting your privacy. We take all reasonable precautions to protect your privacy from unauthorised access, modification or disclosure. However, you are responsible for ensuring that you protect your own password used in the Service by keeping it confidential and not disclosing or sharing it with any other person. If you choose to disclose or share your credentials, you are responsible for all uses of the Service by any person using your password.
We will advise you at the first reasonable opportunity upon discovering or being advised of a security breach where your personal information has been misused. Similarly, please advise us immediately by contacting [email protected] if you suspect that your password has been misused or if you suspect a breach.
Third Party Disclosure
PrimeFacility will never disclose your personal information to a third party without your express consent. However, we may be required to disclose your information in order to comply with any legal process or investigations. Where possible and appropriate, we will notify you if we are required by law to disclose your personal information.
PrimeFacility will never disclose, share, trade or sell your information to any third party entity.
AI Assistant & Data Privacy
PrimeFacility includes an integrated AI assistant to help users quickly access information about their building, support tickets, announcements and general building management queries.
How the AI Assistant Works
The AI assistant is powered by a locally hosted large language model (LLM) running on infrastructure within Rapin United Group's own network using open-source software (Ollama and OpenWebUI). All AI inference — the process of generating a response to your query — takes place entirely on our own servers.
No Data Sent to Third-Party AI Providers
Unlike cloud-based AI products, PrimeFacility's AI assistant does not transmit your queries, building data, or any personally identifiable information to external AI providers such as OpenAI, Google, Anthropic, Meta, or any other third party. Your data remains within the organisation's private network at all times.
What Data the AI Assistant Can Access
The AI assistant may access contextual information relevant to your session within PrimeFacility (for example, the content of a support ticket you are viewing) in order to provide a relevant answer. This context is processed solely on our local infrastructure and is not stored independently by the AI system beyond the duration of your conversation session.
AI Conversation Logs
Conversation logs with the AI assistant may be retained on our locally hosted infrastructure for the purpose of improving service quality, troubleshooting, and audit purposes. These logs are subject to the same security and confidentiality obligations as all other personal information described in this Policy. They are not shared with or accessible to any external party.
Limitations and Accuracy
The AI assistant is designed to assist and inform. Responses generated by the AI assistant are automated and may not always be accurate, complete or up to date. Users should verify important information independently and not rely solely on AI-generated responses for critical decisions. PrimeFacility and Rapin United Group accept no liability for decisions made based solely on AI assistant responses.
Changes and Updates to the Policy
The provisions of this Policy may change at any time. If we make changes to the Policy, we will post them through the Service and we encourage you to check this page periodically to remain informed of any changes. Any changes to the policy will come with a date of revision.
After the new Policy takes effect, by continuing to use the Service, you indicate that you have read, understood, and agreed to its current version.
Privacy Complaints Process
You may contact us at [email protected] for any questions regarding this Policy or if you have any concerns or complaints about how we have handled your personal information.