Privacy Policy for AU and NZ Call Data

1. Who we are

Tradies Line is an AI receptionist for tradies and trade businesses in Australia and New Zealand. It answers calls you cannot take, books jobs or captures leads, and confirms bookings by SMS.

This policy explains what personal information we collect, how we use it, who we share it with, and your rights. It applies under the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs), and under the New Zealand Privacy Act 2020 and the Information Privacy Principles (IPPs).

There are two ways we handle data. When you sign up as an operator, we are responsible for your account information. When our AI answers calls for your business, we handle your customers' details on your behalf and under your instructions: you remain responsible for that information, and we act as your service provider. Sections 3 and 5 explain this in more detail.

Tradies Line AI is operated by Linemill Solutions Pty Ltd (ABN 17 699 800 649). Our registered address is 526/368 Sussex Street, Sydney NSW 2000. For any privacy question, contact us at support@tradiesline.ai.

2. Information we collect

We collect three kinds of information:

From operators (our customers): your name, email, phone number, business name and trade, working hours, service area, the services and prices you set, and billing details. Card details are handled by our payment processor; we do not store full card numbers.
From people who call or message your business: their name, phone number, service address, the job they are asking about, any notes they give, and a recording and transcript of the call. If they message your connected Facebook Messenger, Instagram, or WhatsApp account, we also collect the message text, any attachments such as photos, and the sender's name or handle as the platform provides it. This also covers any details you add or import about your customers yourself, including email addresses you use to send quotes and invoices.
From website visitors: the details submitted through our demo-call form and our contact form, and analytics and masked session recordings that show how the site is used.

We collect operator information directly from you. We collect and store caller information on your behalf when our AI handles a call for your business.

The "Get an instant call" form on the Tradies Line homepage collects a name, an email address, a phone number, your trade, and an optional business name. The phone number is used once to place a single outbound demo call. The raw phone number and email address are not retained beyond 24 hours or the end of the call, whichever is sooner. After that period, the audit log retains only one-way hashes of the number and email, together with a request ID, the visitor's IP address, and the call outcome. No other personal data from the demo-call form is retained.

The "Talk to us" contact form at /contact, and the matching contact form inside the operator dashboard, collect your name, phone number, an optional email address, the message you write, which of the two forms you used, and the IP address the message was sent from. We use this only to reply to you and follow up on what you asked. We keep it until you ask us to delete it. We do not sell it and we do not add you to a mailing list.

3. How we use your information

We use personal information to run the service and for no unrelated purpose. Specifically:

to answer your calls as your receptionist, book jobs or capture leads, and show them in your dashboard;
to answer messages sent to your connected Facebook Messenger, Instagram, or WhatsApp accounts, and to capture leads from those conversations;
to send one confirmation SMS per booking through our SMS provider;
to bill your subscription through our payment processor;
to keep the service secure and working, including error monitoring and preventing abuse of our demo-call form.

We do not sell personal information. We do not use it for marketing without your separate consent. We share it only with the providers listed in section 5, and where the law requires.

4. Calls, messages, and AI

Every call is answered by an automated AI receptionist. It tells the caller it is an automated assistant early in the call, so no one is misled into thinking they are speaking to a person.

Calls are recorded and transcribed so you have an accurate record of each booking or lead. By continuing the call after this disclosure, the caller consents to being recorded. A caller who does not want to be recorded can ask to be called back instead.

The AI is automated and can occasionally mishear or get something wrong. When it is unsure, it takes down a lead for you to follow up rather than guessing a booking. You review every job, and you are responsible for confirming the details before the work goes ahead.

When you connect Facebook Messenger, Instagram, or WhatsApp and turn on AI replies for a conversation, the same assistant reads and answers those messages for you. You can switch it off for any conversation and reply yourself. Like on calls, it can occasionally get something wrong, and you review the jobs and leads it creates.

Recordings, transcripts, and customer messages are visible only to you in your dashboard, and to us only as needed to run and support the service. Calls are processed by our voice AI provider and carried by our telephony carrier, both based in the United States. When AI replies are turned on for a conversation, the same AI provider processes your customer messages too. See section 5. Retention periods are in section 8.

From 10 December 2026, Australian law will require us to describe automated decisions that significantly affect people. Our AI collects information and offers booking options; you, the operator, make the binding decisions. We will update this section before that date if needed.

5. Third parties and processors

We do not sell your data. We share personal information only with the service providers we rely on to run Tradies Line, and only the information each one needs to do its job:

Voice and chat AI provider: the voice and chat runtime; processes call audio and transcripts, and, when AI replies are turned on, customer messages from your connected messaging accounts.
Telephony carrier: call routing and the phone numbers behind the service.
SMS delivery provider: sends your booking confirmation SMS.
Payment processor: subscription billing; your card details go directly to the processor and never touch our servers.
Google: operator sign-in (Google Sign-In), calendar booking (Google Calendar), address lookup for job and business addresses (Google Places), and two Google Gemini uses: matching spreadsheet columns when you import a customer list (Gemini sees your column headers and a small sample of rows, never your full list), and rephrasing your business notes into clean wording for the AI's knowledge base. We name Google specifically, and explain it in more detail below, because its rules for apps that use Google Sign-In and Google Calendar require an app-specific disclosure.
Website infrastructure provider: website hosting, file storage, bot protection, and cookie-free analytics.
Session-analytics provider: heatmaps and masked session replays that show how visitors use our marketing site.
Database host: our main database, hosted in Sydney, where operator and job records are stored.
Email delivery provider: sends account and service emails.
Error-monitoring provider: helps us keep the service reliable. We take reasonable steps to keep personal information out of error logs.
Demo-call request log: records demo-call requests made on our website.

Several of these providers are based outside Australia and New Zealand, mainly in the United States. By connecting your business line or your messaging accounts to Tradies Line, you authorise and direct us to transmit voice and text inputs to these overseas providers, solely for the processing needed to run the service. When personal information is handled overseas it may be subject to the laws of that country, including lawful access by overseas authorities. We rely on contractual protections, such as data processing agreements and standard contractual clauses, to require these providers to protect personal information to a standard consistent with the APPs and the NZ IPPs.

Among the providers in this list, Google is the only one we name. Its rules for apps that use Google Sign-In and Google Calendar require an app-specific disclosure, and the details are just below. We do not name our other providers here because our stack changes as the service improves, and this policy describes their roles, locations, and purposes rather than brands. We keep a current list of every provider, with names and locations, and you can request it in writing at support@tradiesline.ai. We will provide it within a reasonable time, and we update the categories above whenever our providers change.

Google Sign-In and Google Calendar

We ask Google for two things, and we keep each to the narrowest access that makes it work:

Google Sign-In: your name and email address, so you can log in to Tradies Line. Google calls this access the openid, email, and profile scopes.
Google Calendar: your calendar events and free/busy times, so the AI can see when you are open and add or update bookings on your calendar. Google calls this access the calendar.events and calendar.freebusy scopes.

We do not ask for access to Gmail, Google Drive, your contacts, or anything else in your Google Account.

We use this Google data only to run the sign-in and booking features you asked for. We do not use it for advertising, we do not sell it, and we do not use it to train general-purpose AI models.

Tradies Line's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

This commitment covers the profile and calendar data we receive from Google Sign-In and Google Calendar. Google Places (address lookup) and Google Gemini (column-matching when you import a customer list, and rephrasing your business notes for the AI's knowledge base) send data to Google rather than receiving it, and are described in the list above.

You can disconnect Google Calendar at any time from Settings, then Integrations, in your Tradies Line dashboard, or remove Tradies Line's access altogether from your Google Account at myaccount.google.com/permissions. Either way, we stop syncing and delete the Google OAuth tokens we hold. Bookings already written to your calendar stay there for you to manage.

6. Cookies and analytics

We use two tools to understand how our website is used. Our web-analytics tool is cookie-free and does not track you across other websites. Our session-analytics tool shows us how visitors move through the site, using heatmaps and session replays so we can fix pages that are confusing. It sets its own cookies and records how the page is used; it masks the text you type by default, and we do not use it for advertising.

We also use Google Tag Manager and Google Analytics to measure how many people visit our website and where they came from, including any campaign details in the web address you clicked to get here. Google Analytics sets its own cookies. This data is processed by Google under its own privacy policy.

We use the Meta Pixel and Meta's Conversions API to measure the ads we run on Facebook and Instagram. The Pixel sets its own cookies (_fbp and _fbc) in your browser. We also send some of this information to Meta directly from our servers, including those cookie identifiers, your IP address, and your browser type, so we can tell which ad led to a call or a signup. This data is processed by Meta under its own privacy policy.

We use a bot-protection check on our forms to tell humans from bots; it does not set tracking cookies.

We do not sell your data. We use Meta, Google Analytics, and session analytics only to understand how people use our site and to measure the ads we run, not to sell your information to anyone else. A tracker-blocking browser extension stops session analytics and Google Analytics, and cuts down what Meta gets from your browser. Placing a demo call still sends Meta the technical details described above from our servers. Contact us at support@tradiesline.ai for the exact cookie domains to block.

7. Your rights

In Australia, under the Privacy Act 1988 and the APPs, you can ask to see the personal information we hold about you and ask us to correct it (APPs 12 and 13). In New Zealand, the Privacy Act 2020 and the IPPs give you the same rights of access and correction (IPPs 6 and 7).

To exercise these rights, email support@tradiesline.ai. We will respond within a reasonable time, and within 30 days where the law sets that limit.

If you called a business that uses Tradies Line and want to access or correct your details, please contact that business first. They control that information, and we will help them respond.

If you are not satisfied with how we handle a privacy matter, you can complain to the Office of the Australian Information Commissioner in Australia, or the Office of the Privacy Commissioner in New Zealand.

8. Data retention and deletion

We keep personal information only as long as we need it:

operator account data: while your account is active, and for 12 months after you cancel, then deleted or de-identified;
call audio recordings: 30 days, then deleted automatically;
call transcripts: 12 months;
job records, quotes, and invoices: while your account is active, and for 12 months after you cancel;
messages from your connected messaging channels: while your account is active, and for 12 months after you cancel;
billing records held by our payment processor: as long as tax and accounting law requires, typically 7 years.

You can ask us to delete your data at any time, and we will do so unless the law requires us to keep it.

Phone numbers and email addresses submitted via the "Get an instant call" form are not retained beyond 24 hours or the end of the demo call, whichever is sooner. After that point, the audit log keeps one-way hashes of the number and email, a request ID, the visitor's IP address, and the call outcome. These records are used only to enforce the per-number rate limit and to investigate abuse. The raw values cannot be recovered from the one-way hashes.

Messages sent through the "Talk to us" contact form, or from inside the dashboard, are kept until you ask us to delete them.

9. Security

We take reasonable steps to protect personal information. This includes encryption in transit (TLS), access controls so each operator sees only their own data, and the use of established infrastructure providers listed in section 5.

No system is perfectly secure. If you think your account or your data has been accessed without permission, contact us straight away at support@tradiesline.ai.

If a data breach is likely to cause serious harm, we will notify the people affected and the relevant regulator as required by law, under the Notifiable Data Breaches scheme in Australia and the equivalent obligation to the Privacy Commissioner in New Zealand.

10. Changes to this policy

We may update this policy as the service or the law changes. For material changes, we will email operators at least 14 days before the change takes effect. The date at the top of this page shows when it last changed. If a change is minor, continuing to use Tradies Line after it takes effect means you accept the updated policy.

11. Contact

For privacy enquiries, contact us at support@tradiesline.ai .