Privacy Policy

EsyDial (“EsyDial”, “we”, “us”) provides AI call intelligence and receptionist software to businesses. This policy explains how we handle personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It covers our website and the EsyDial service used by our business customers.

Information we collect

• Account information: name, email, phone number and business details of the people who administer an EsyDial account.
• Call data: where a customer enables recording, we process call audio, recordings, transcripts, caller phone numbers and details a caller provides, and AI-generated analysis of the call (such as lead, complaint and urgency signals).
• Website information: enquiry/contact-form details you submit, and analytics data (see Cookies & analytics).

How we use information

We use personal information to provide and operate the service (answering, recording, transcribing and analysing calls; alerting business owners; and surfacing calls in the owner dashboard), to support and communicate with customers, to bill for the service, and to secure and improve the platform.

Call recording and consent

Where recording is enabled, each recorded call begins with a clear announcement so callers are notified before any collection. If a caller asks not to be recorded, that request is honoured: recording stops and the call is not transcribed or analysed. Businesses using EsyDial are responsible for ensuring recording is lawful for their calls.

Overseas disclosure and service providers

Your data is hosted and stored in Microsoft Azure’s Australian regions. To deliver real-time calling and AI features, some processing is performed by trusted service providers, including outside Australia:

• Twilio (United States): telephony (call handling, recordings in transit, and SMS).
• Deepgram (United States): speech-to-text transcription of call audio.
• OpenAI (United States): transcript classification and the AI receptionist.

We take reasonable steps to ensure these providers handle personal information consistently with the APPs. By using the service you acknowledge this overseas disclosure.

Retention and deletion

Call recordings, transcripts and analysis are retained for the period configured by the business customer, then automatically deleted. Payment card numbers spoken on a call are automatically removed from transcripts and muted in recordings. Business customers can delete individual call data and request an export of their account’s data.

Cookies & analytics

Our public website uses Google Analytics to understand traffic. You can control cookies through your browser settings.

Security

We use role-based access controls, tenant isolation, encryption in transit, and audit logging to protect personal information.

Your rights

You may request access to, or correction of, the personal information we hold about you. If you have a privacy concern, contact us (below). You may also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Contact us

For privacy questions or requests, contact us via our contact page.

Changes to this policy

We may update this policy from time to time. The “last updated” date above reflects the most recent revision.