Privacy Policy

1. Who We Are

TradieTrust Pty Ltd ("we", "our", "us") operates the website tradies.network and the TradieTrust service. We're an Australian company committed to protecting your privacy. This policy explains how we collect, use, store, and protect your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Privacy Amendment (Notifiable Data Breaches) Act 2017.

If you have questions about this policy, contact us at hello@tradies.network.

2. What Information We Collect

We collect information you provide directly to us, including:

• Name, mobile number, email address, and business name when you create an account
• Call recordings and transcripts generated by our AI receptionist service
• Customer enquiry data captured during calls (job type, location, urgency, contact details)
• Usage data including call volume, response times, and feature usage
• Communications you send us via email, web forms, or in-app chat

We do not collect sensitive information such as health data, financial details, or government identifiers unless voluntarily provided in the context of your business account.

3. How We Use Your Information

We use the information we collect to:

• Deliver the AI receptionist and call routing services you've signed up for
• Send you SMS and email summaries of captured leads
• Route enquiries to your approved tradie network where you've enabled overflow routing
• Improve our service and develop new features
• Respond to your enquiries and support requests
• Send you service-related communications (not marketing, unless you opt in)
• Detect and prevent fraud, abuse, or security incidents

We do not sell your personal information to third parties.

4. Call Recordings and Transcripts

When you use our AI receptionist service, calls to your virtual business number are recorded and transcribed so you can review lead details and service interactions. These recordings and transcripts are:

• Stored securely in Australia on encrypted servers
• Accessible only by you and authorised TradieTrust personnel
• Retained for 90 days by default, after which they are permanently deleted (unless you request earlier deletion)
• Shared with third parties only at your direction (e.g., routed to your approved tradie network)

As a tradie business, you are responsible for ensuring your use of call recordings complies with Australian laws, including informing callers that calls may be recorded (we recommend an initial greeting message to this effect).

5. Data Storage and Security

All personal data is stored on servers located in Australia. We use industry-standard encryption (AES-256) for data at rest and TLS for data in transit. Access to your data is restricted on a least-privilege basis.

No method of transmission over the internet is 100% secure. While we take reasonable steps to protect your data, we cannot guarantee absolute security.

6. Cookies and Tracking

We use minimal cookies to operate our website — authentication, security, and basic analytics. We do not use advertising cookies or third-party tracking. For full details, see our Cookie Policy.

7. Sharing Information

We do not sell, trade, or rent your personal information. We may share information with:

• Third-party service providers who assist us in delivering our service (hosting, SMS delivery, AI transcription) — bound by confidentiality
• Your approved tradie network contacts when you have enabled overflow routing
• Law enforcement or regulators where required by Australian law

8. Your Rights

Under Australian privacy law, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate or out-of-date information
• Request deletion of your data (subject to our legal obligations)
• Opt out of marketing communications at any time
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

To exercise any of these rights, email us at hello@tradies.network. We will respond within 30 days.

9. Data Retention

We retain your personal information for as long as your account is active and for 12 months after account closure. Call recordings and transcripts are retained for 90 days. After these periods, data is permanently and securely deleted.

10. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated "Last updated" date. If changes are material, we will provide 30 days notice via email.