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).
• Web chat: where a business adds the EsyDial chat widget to its website, we process the messages visitors type, contact details they choose to leave, and a coarse, hashed technical fingerprint used only for abuse prevention (we do not store the visitor's raw IP address against the conversation).
• Staff and device information: staff account details, device push tokens, and, for VoIP desk phones, the physical street address of the device, which the law requires so a 000 emergency call can be located.
• 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, a clear announcement plays before recording begins, and no call is recorded, transcribed or analysed before it has played. 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.

Staff monitoring, coaching and live listening

Businesses using EsyDial can review recorded calls their staff take or make, see AI-generated quality and coaching signals about those calls, and, where the feature is enabled, listen to a call in progress. Live listening only operates on calls where the recording announcement has played. Each business is responsible for telling its staff about monitoring and coaching and, where the law requires it, obtaining their consent.

Sensitive information, including health information

Callers to some businesses (for example dental and medical practices) may mention health information, which is sensitive information under the Privacy Act. We handle it with the same technical protections as all call content, do not use it for any purpose other than providing the service to that business, and delete it under the business's retention settings. The business that takes the call is the collector of that information and is responsible for having the right to collect it, including any express consent its obligations require. Our announcement and disclaimer wording is provided to help with that notice.

Service providers and overseas disclosure

Call recordings, transcripts and account data are hosted and stored in Australia, in Microsoft Azure’s Australian regions. To deliver calling, AI and supporting features we engage third-party service providers (sub-processors). Each is bound by a data processing agreement and may access personal information only as needed to perform its function. We limit what we send to each provider to what is reasonably necessary.

The categories of provider we use, and the countries in which they process personal information, are:

• Telephony, covering call handling, call recording and SMS delivery: United States. Calls to and from your business number are carried, and recordings captured, in our telephony provider’s United States region. Completed recordings are then stored in Australia, as described above.
• Speech-to-text transcription of call audio: United States.
• AI analysis and the AI receptionist, covering call classification and the automated assistant’s replies: United States.
• Cloud hosting, storage and transactional email: Australia.
• Mobile push notifications to the EsyDial app, where a business uses it: United States. This includes alerts about calls and, where staff answer calls in the app, the notification that makes the phone ring, which carries the caller’s number.
• Premium voice synthesis, where a business enables premium receptionist voices: United States.
• Payment processing for subscription billing: United States and India. Card and bank details are handled by our payment provider; we do not store them.

Where a provider is located overseas, we take reasonable steps to ensure it handles personal information consistently with the Australian Privacy Principles. A current list of our sub-processors is available to business customers on request. Contact us using the details below.

Services you choose to connect

A business using EsyDial can choose to connect its own third-party accounts, for example customer-relationship, calendar, booking, contact or team-messaging services. These connections are off by default. When a business enables one, it authorises us to send data from its EsyDial account to that service, which may be located overseas. That service then handles the information under its own terms and privacy policy, and the connecting business is responsible for its use of it. Where a business configures call recordings or transcripts to be copied into a connected system, those copies sit outside EsyDial's retention and deletion controls. A business can disconnect an integration at any time from its EsyDial dashboard.

AI-assisted and automated decisions

EsyDial uses automated systems, including artificial intelligence, to transcribe calls, to classify and score them (for example lead, complaint, urgency and sentiment signals), and to decide which calls are notified to the business. Where enabled, an automated assistant may also answer a call and collect the caller’s details. These outputs are generated automatically rather than by a person.

These processes affect how a call is prioritised and whether it is escalated to the business. They are not used to make decisions about a person’s legal rights or entitlements. AI-generated analysis can be inaccurate, and staff at the business can review any call and its analysis in the EsyDial dashboard. If you would like a human to review an automated outcome that concerns you, contact us using the details below.

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 called, messaged or chatted with a business that uses EsyDial, that business is the collector of your information: the quickest path is to contact them directly, and they can delete your call's recording, transcript and analysis using tools we provide. You can also contact us, and we will pass your request to the business and assist with it. If you have a privacy concern we cannot resolve, you may 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.