We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We apply these standards regardless of whether an exemption might otherwise apply to us.
TradiBot is an AI-powered phone answering service for trade businesses. When a customer calls one of our trade-business clients ("Tradie") and the call is forwarded to TradiBot, an automated AI assistant answers, speaks with the caller, and captures the details of their enquiry (a "lead") so the Tradie can call back.
From callers: the phone number you call from; your name if you give it; the suburb and description of the job you describe; the audio of the call while it is in progress (processed in real time to run the conversation); and a text record of the enquiry.
From Tradies: business name and details, contact name, mobile, email, account settings, and billing details (handled by our payment provider — we never store full card numbers).
Automatically: technical logs (timestamps, call metadata, error logs) needed to operate and secure the service. Our website may use basic cookies or analytics to understand usage; we do not use advertising trackers.
We do not collect government identifiers (such as TFNs or Medicare numbers) from callers, and the assistant does not ask for payment card details, passwords, or sensitive information such as health details beyond what a caller volunteers in describing a job.
Callers may choose not to give their name or details — the assistant will still take whatever information the caller is willing to leave, though the Tradie may then be unable to call back.
Calls are answered by an artificial-intelligence assistant, not a human, and the assistant identifies itself as automated at the start of the call. Call audio is streamed in real time to our telephony provider (Twilio) and AI provider (Anthropic) to transcribe speech and generate spoken responses. We do not use call content to train AI models, and we do not retain call audio as recordings — the audio is processed live; what we keep is the lead record (name, phone, job, suburb, time). Tradies are contractually required to comply with the call-recording and surveillance-device laws applying to their business.
To answer calls on a Tradie's behalf; to capture and deliver leads to that Tradie (dashboard and SMS); to operate, secure, debug and improve the service; to bill Tradies; to communicate service matters to account holders; and to comply with law. We do not sell personal information, and we do not use caller information for marketing of any kind. Tradies receive service communications and can opt out of anything non-essential.
Lead records are stored in Australia (Sydney). However, real-time call processing and application hosting involve providers that process data in the United States (and potentially other countries where those providers operate). We take reasonable steps, including contractual terms with these providers, to ensure your information is handled consistently with the APPs.
We protect information using encryption in transit, authenticated access, role-restricted database credentials, and row-level security so each Tradie can access only their own leads. Secrets are stored in secured configuration, not in code. No system is perfectly secure, but we take reasonable steps proportionate to the sensitivity of the data we hold.
If a data breach occurs that is likely to result in serious harm, we will act in accordance with the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.
Lead records are retained while the relevant Tradie's account is active so they can access their history. When an account closes, we delete its lead records within 90 days (allowing for export requests), except where law requires longer retention. Business and billing records are retained as required by Australian law (generally 5 years). Call audio is not retained (see section 6). Technical logs are kept only as long as needed for security and debugging.
You may request access to, correction of, or deletion of your personal information by emailing ericmiao2012@gmail.com. We will verify your identity, respond within 30 days, and not charge for making a request. Callers can also ask the Tradie they contacted to delete their lead. If we refuse a request we will explain why and how to complain.
Contact us first at ericmiao2012@gmail.com — we will investigate and respond within 30 days. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992.
The service is directed at businesses. We do not knowingly collect personal information from children, and the assistant does not ask callers their age.
We may update this policy from time to time; the current version, with its "last updated" date, will always be available at this page. Material changes will be notified to account holders.
Privacy Officer, TRADIBOT PTY LTD, Unit 1103, 454 St Kilda Rd, Melbourne VIC 3004 — ericmiao2012@gmail.com