Template content. This document is a starting point only and has not been reviewed by legal counsel. Have a lawyer in the relevant jurisdiction review and adapt it before relying on it.
The operator of Tradies Network (TTN, we, us) is committed to protecting the personal information of our customers and the customers of our customers. This Privacy Policy explains how we collect, hold, use and disclose personal information, and your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. The kinds of personal information we collect
We collect the following kinds of personal information:
- Account information — name, email address, mobile number, business name, ABN, billing address.
- Call content — audio recordings, transcripts, and metadata of telephone calls handled on your behalf, including numbers called and call duration.
- Job content — addresses, contact details, photos and any other information submitted by your customers when booking jobs.
- Payment information — handled by our payment processor; we receive only tokenised references, not full card numbers.
- Technical data — IP address, device and browser information, log data, cookie identifiers (see our Cookie Policy).
2. How we collect personal information (APP 3)
We collect personal information directly from you when you sign up or use the Service, from your customers when they call your TTN number, and from our service providers (for example, our telephony carrier and AI providers). Where we collect personal information about you from a third party, we will take reasonable steps to make you aware of the collection where required.
3. Why we collect, hold, use and disclose it (APP 6)
We use personal information to:
- provide, support, secure and improve the Service;
- handle inbound calls and produce SMS summaries on your behalf;
- process payments and manage your account;
- send you operational notices, security alerts, and (with your consent) marketing communications;
- comply with our legal and regulatory obligations.
We do not sell personal information. We do not use personal information for any purpose that is not within your reasonable expectations or otherwise permitted by the APPs.
4. Sensitive information
We generally do not seek to collect sensitive information. If a caller volunteers sensitive information during a call (for example, information about health), it may form part of the call recording. We do not use sensitive information for any secondary purpose.
5. Disclosure to third parties (APP 6 and APP 8)
We share personal information with the following categories of recipients only as needed to provide the Service:
- Telephony carriers and SMS providers — to receive and route calls and send messages.
- AI and speech providers — to transcribe and generate responses during calls.
- Cloud infrastructure providers — to host and process the Service.
- Payment processor — to bill recurring fees.
- Identity provider — to authenticate accounts.
- Regulators, law enforcement and courts — where required by law.
Cross-border disclosures (APP 8)
Our primary application infrastructure is hosted in Singapore. Other providers may process information in the United States and other countries in which they operate. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the APPs in relation to that information.
6. Data security (APP 11)
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include encryption in transit, access controls, signed provider webhooks and regular review of our security practices.
Where personal information is no longer needed for any purpose for which it may be used or disclosed, we will take reasonable steps to destroy or de-identify it, unless we are required by law to retain it.
7. Notifiable Data Breaches
If we suffer a data breach that is likely to result in serious harm to individuals whose information is involved, we will notify those individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act.
8. Access and correction (APP 12 and APP 13)
You may request access to personal information we hold about you, or request correction of any inaccurate, out-of-date or incomplete information. We will respond to requests within a reasonable period (typically 30 days). Use our contact form and select privacy to make a request.
9. Direct marketing (APP 7)
We may send you direct marketing communications about features, offers and updates relevant to your business. You can opt out at any time using the unsubscribe link in any marketing email, or through our contact form.
10. Anonymity and pseudonymity (APP 2)
Where lawful and practicable, you may deal with us anonymously or under a pseudonym. However, this is not generally practicable for providing the Service, since we need to identify you to provision a phone number, collect payment and provide support.
11. Complaints
If you believe we have breached the APPs or otherwise mishandled your personal information, please use our contact form. We will acknowledge your complaint within 5 business days and investigate it within 30 days.
If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au or by phone on 1300 363 992.
12. Changes to this Policy
We may update this Policy from time to time. The latest version is always available at this URL. We will notify you of material changes by email or in-product notice before they take effect.
13. Contact
Contact the Privacy Officer through our contact form. The final counsel-approved version must identify the legal entity, ABN and service address before customer onboarding.