Privacy policy
How we handle personal information, both for our own website visitors and for the callers we answer on behalf of clients.
Before this goes live
This is a working draft written to a standard Australian structure. It is not legal advice and has not been reviewed by a lawyer. Have it checked against how the business actually operates, particularly call recording, retention periods and overseas disclosure, before launch.
Who we are
Press9 provides telephone answering services to Australian businesses. In this policy, we and us mean Press9, and you means any person whose personal information we hold. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
As a business ourselves
When you enquire about our services, become a client, or use this website, we are the ones collecting and holding your information.
On behalf of a client
When we answer a call for a client business, the caller's details are collected for that client, held under our agreement with them, and passed to them.
What we collect
From enquirers
Name, business name, phone number and email address you give us, and what you tell us about how your calls are handled now.
From callers
The details specified in that client's call plan: typically name, contact number, address or suburb, and the nature of the enquiry. Nothing beyond the fields the plan specifies.
From the call plan builder
Nothing. The builder runs entirely in your browser. What you type into it is never transmitted to us or stored anywhere.
Why we collect it, and who sees it
Purposes
To answer calls and deliver outcomes to clients, respond to enquiries, provide and bill for our services, and meet our legal obligations. We do not sell personal information and we do not use caller information for marketing.
Disclosure
To the client business the call was for; to contractors dispatched under a client's written instruction where that is part of their plan; to service providers who host our systems under confidentiality obligations; and where required by law.
Overseas
Calls are answered in Australia. Where a system we use stores data outside Australia, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.
Call recording, security and retention
Where calls are recorded, callers are informed at the start of the call as required by Australian law. Recording arrangements are set per client in their call plan, and recordings are kept only for the period agreed with that client. We take reasonable steps to protect personal information from misuse, loss and unauthorised access, and we keep it only as long as needed or as required by law, then destroy or de-identify it.
Access, correction and complaints
You can ask what personal information we hold about you and ask us to correct it. Contact us and we will respond within a reasonable period. If the information was collected on behalf of one of our clients, we may need to refer you to that business. If you believe we have breached the Australian Privacy Principles, contact us first. If you are not satisfied with our response you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.
Questions about your information?
Get in touch and a person will answer, which is rather the point of the business.