1. Network & Industry

In This Edition… 

🥇 First National wins major customer satisfaction awards

👉🏻 Should you delete online sales results when a customer asks?

🤡 The AI tricks real estate agents are using to fool buyers

📝 AUSTRAC AML registration opens in 5 weeks

🔒 New privacy policies – have you updated?

🔄️ FN Rebrand – the moment that will define the next decade

📩 Managing DV – download your FREE toolkit

💲 When must you start disclosing reserve price before auction?

🤖 7 AI skills every agent needs for 2026

🚗 Lost FN race car to compete in Targa Tasmania 2027

First National Wins Major Customer Satisfaction Awards

👓 2 minute read

First National has received multiple accolades in the 2025 Finder Customer Satisfaction Awards, recognising its excellence as a national real estate brand and for rental property management services across Australia.

First National won the coveted title of ‘Australia’s Most Loved Real Estate Agency’, the highest level of social proof that it is exceeding customer expectations. The result immediately sets our brand apart from competitors and demonstrates how property sales and management are more than just a transaction for First National. 

First National also won the ‘Legendary Customer Service Award’, once again surpassing the ratings of key competitors and setting a new customer service benchmark. Rounding out a trifecta of real estate agency awards, First National was also highly commended for ‘Value’. 

The brand also picked up three highly commended awards for its rental property management services and was voted a ‘Loved, Quality Service and Value Brand’. Given how fiercely competitive the property industry is, it’s incredible that First National has been recognised six times and this is clearly a reflection of the brand's ability to consistently deliver high-quality service across buying, selling, and property management activities. The programme is especially meaningful because the awards are based on the only vote that really matters.

To everybody throughout the great First National network, congratulations and thank you for making us number one for service.

Trailblazer Honoured with REINSW Award

👓 1 minute read

FN Maitland (NSW) Co-Principal Alexandra Haggarty was surprised in December to learn that she had won the REINSW’s Ann Banister Award for Exceptional Contribution by a committee member. 

Alexandra has been a long-term contributor to REINSW committees, is a passionate supporter of Carrie’s Place - a DV support agency -  and has helped shape government policy to the betterment of the industry. 

Congratulations, Alexandra.

Rebrand: The Moment that Will Define the Next Decade

👓 3 minute read

There are moments in the life of a network that do more than mark time. They shape the future. They change how we compete. They set new standards for our industry.

In May 2026, in Da Nang, Vietnam, we will experience one of those moments together.

For years, First National has been preparing for the next stage of our evolution. Now we are ready to reveal the new identity that will carry this network into the future. It is bold, modern and built with a single objective in mind. To help every office win more attention, more trust and more listings.

This is not an ordinary announcement. This is a once-in-a-generation brand reveal.

In Da Nang, you will be the first to see the new identity in full. You will be the first to understand the thinking behind it. You will be the first to receive the complete brand system that will guide every listing kit, every signboard, every digital touchpoint and every local marketing execution in the years ahead.

The principals and members who are in the room will return home with an immediate commercial advantage. They will be the first to launch the new identity in their communities. They will be the first to take the new creative direction into listing conversations. They will be the first to show vendors a renewed, strengthened First National.

There is no substitute for being there. There will be no replay that can replace the experience. There is only the energy and insight of being in the room when the future is revealed.

Your team will look to you for leadership during this transformation. They will want clarity. They will want direction. They will want confidence that your office is moving forward at speed. That begins in Da Nang.

This is a milestone that will shape how we show up as a network for the next ten years. It will influence how your office competes. It will define how your brand is seen. It will impact every listing presentation you deliver from this point forward.

More information is coming soon. So go ahead; register today for the National Convention. This is the moment you will not want to miss. Da Nang awaits… and so does the future of First National.

Celebrating Membership Anniversaries

👓 2 minute read 

CEO David Edwards and SA Vice Chair, Jennifer Nitschke, travelled to FN Mark Carter (Ardrossan, SA) in December to congratulate Mark & Lorna Carter on 40 years of membership with First National Real Estate. Mark and Lorna have steadfastly serviced the Yorke Peninsula, bringing their experience to home, land, business, commercial and rural sales, plus rentals auctions and clearing sales.

Jennifer and Shawn Nitschke (FN Marschall, Waikerie, SA) also recently celebrated their 25th anniversary with the network, not to mention their agency’s 100th anniversary of services to the Waikerie community. Their award-winning team specialises in residential sales, property management, rural and lifestyle property, and is known for exceptional service, strong Google reviews, and generations of families returning for the servicing of their real estate needs.

At FN Broken Hill (NSW), Zeta Bennett just celebrated her 20th anniversary of membership with First National. Since 2005 she has built a respected presence in the ‘Capital of the Outback’, famous for its mining as well as the filming of Priscilla Queen of the Desert in 1994. Her team is justifiably proud of their dominant market share, selling more property than five competitor agencies and leading the Google Map Pack.

On behalf of your Board, network colleagues and the whole team at National Support Office, we salute your commitment to excellence in service and thank you for your loyal membership over the decades.

Members Begin AML Risk Assessments

👓 1-2 minute read

Prior to Christmas, First National members began signing-on with FirstAML - the network’s and Institute’s partner of choice for AML/CTF compliance. 

With the 1 July start date now looming, a large number of offices have commenced work on establishing a proper understanding of their risk – which is different for every agency. 

Let’s not forget also that AUSTRAC registration opens on 1 March!

Preparation of an effective Risk Assessment is the critical first step in assuring your agency is not beset with compliance issues when your first audit falls due in three years’ time. It is not something to be rushed, so it’s vital you start now.

To avoid stress for principals, administrators and staff, please click the link below and sign up with FirstAML today. This will begin your onboarding process, including risk assessments, training modules and the implementation of compliant verification procedures.

Delays at this early stage will only make compliance harder as the deadline approaches. We are relying on every principal to lead this process with urgency. Please do not delay.

Sign up with FirstAML now and begin your compliance journey.

Have You Updated Your Privacy Policy? 

👓 2 minute read

First National has released updated Privacy Policy templates for members to complete and upload to their websites. 

Have you updated yours yet?

The Office of the Australian Information Commissioner (OAIC) flagged that it would be auditing real estate agencies in January. It is checking that all agencies have a compliant policy in place and are applying it in practice. Auditors are checking how agencies collect, store, use, disclose and destroy personal information, and whether these processes are clearly documented and genuinely followed by staff – not just set out ‘on paper’.

Agencies must be able to demonstrate that their documented privacy processes are actively implemented and understood by staff, rather than being policies that exist only on paper.

Artificial Intelligence and decision making

A new element of Australian Privacy Principles comes into effect in December this year. It involves the obligation to disclose the use of AI in decision-making. When agencies use products that rank tenancy applicants – Snug and PropertyMe, for example – this must be disclosed within your privacy policy. Provision has already been made in our updated policies for this upcoming obligation, so your agency will be compliant in advance.

Virtual Assistants

Another area of change in First National’s updated policies concerns Virtual Assistants (VAs). If your agency shares personal information with a VA in another country, the VA must comply with Australian Privacy Principles. 

When using a VA through First National’s partner, Affordable Staff, you can rest assured of compliance. If you employ a VA directly, you could well be in breach of the Act - not to mention exposed to claims under Australian employment laws. Speak to your State Membership Manager today if concerned.

New President for REIA

👓 1 minute read

The Real Estate Institute of Australia (REIA) has appointed Jacob Caine its new president. 

Formerly the REIV’s Interim-CEO and President, he replaces Leanne Pilkington who served in the role for two years.

First National Membership Benefits

👓 1 minute read

As Australia’s leading cooperative real estate network, we’re here to support and grow your business. Here’s a ready reckoner of services we can help you with. 

Speak to your State Membership Manager (SMM) for more information today.

REIA Wins 28 Day Extension for Delayed CDD

👓 1 minute read

The Real Estate Institute of Australia has had a big advocacy win with AUSTRAC, managing to seal an extension from 15 to 28 days for delayed customer due diligence (CDD). 

The extended timeframe will give agents more time to accept CDD related to buyers from conveyancers, once AML/CTF compliance begins.