Privacy policy

Information we collect

Information you give us. When you fill in a form, book a call or email us, we collect your name, mobile number, email address, business name and any details you include in your enquiry.

Call information. When one of our agents answers calls for a client, we process the call on that client's behalf. This can include a recording of the call, a written transcript, the caller's phone number and the details the caller provides, such as their name and the job or booking they are calling about.

Information we collect automatically. When you visit our website we collect standard technical data such as your IP address, browser type, the pages you view and your general location. We use this to keep the site secure and to understand how it is used.

How we use your information

We use personal information to:

• deliver our service and answer or return calls on behalf of our clients
• book jobs and appointments and send call summaries
• respond to your enquiries and provide support
• improve our website and our service
• send you service messages about your account
• meet our legal and record keeping obligations
• keep our systems and your information secure

When we disclose information

We do not sell your personal information. We share it only where it is needed to run the service or where the law requires it:

• Service providers who help us operate, such as hosting, telephony and voice processing, analytics, email and the booking or CRM systems our clients use. They may only use the information to provide their service to us.
• Where required by law, such as a court order, a subpoena or a lawful request from a government agency.
• If our business is sold or restructured, in which case information may transfer to the new owner under this policy.

Storage and security

Call recordings, transcripts and customer details are hosted in Australian data centres. We use access controls, encryption in transit and other measures to protect personal information from loss, misuse and unauthorised access. No system can be guaranteed to be completely secure, so while we cannot promise absolute security, we take reasonable steps to protect your information.

Data retention

We keep personal information only for as long as we need it to provide the service and to meet our legal obligations. When it is no longer needed we take reasonable steps to delete it or remove anything that identifies you. Clients can ask us to delete call records held on their behalf at any time.

Cookies and tracking technologies

Our website uses cookies and similar technologies. Some are essential and are needed for the site to work. Others help us understand how the site is used and measure our advertising.

We use Google Analytics and Google Ads tags, and the Meta Pixel. These tools collect usage data such as the pages you view, the actions you take, and general device and location information. This data may be shared with Google and Meta so we can measure how our website and our ads are performing and show relevant ads. We do not sell your personal information.

You can opt out in a few ways:

• Control or block cookies through your browser settings, though some parts of the site may not work as well if you do.
• Install the Google Analytics opt-out browser add-on at tools.google.com/dlpage/gaoptout.
• Manage Google ad personalisation at myadcenter.google.com.
• Manage Meta ad preferences in your Facebook or Instagram account settings, under Ads.

Your rights under the Australian Privacy Principles

You can ask us to:

• access the personal information we hold about you
• correct it if it is wrong or out of date
• delete it, where we are able to under the law

To make a request, email [email protected]. We will respond within a reasonable time and may need to confirm your identity first. Where a call was answered on behalf of a client business, that business is usually the first point of contact, and we will work with them to action your request.

Complaints

If you have a concern about how we handle your personal information, please contact us first at [email protected] so we can try to put it right. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au. If we ever have a data breach that is likely to cause serious harm, we will notify the people affected and the Commissioner in line with the Notifiable Data Breaches scheme.

Changes to this policy

We may update this policy from time to time. When we do, we will change the date at the top of this page, so please check back to stay aware of any changes.

Contact us

For any privacy question or request, email [email protected].