Privacy Policy

Overview

MyOffsider("we", "us", "our") is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how we collect, use, disclose, and protect personal information when you use our AI-powered call answering service for trade businesses.

1. Information We Collect

From You (Business Owners)

• Account information: Name, email, phone number, business name, ABN
• Business details: Trade type, services offered, service area, pricing (callout fees)
• Calendar data: Availability and appointment schedules (via Google Calendar integration)
• Payment information: Processed securely by Stripe (we do not store card details)
• Usage data: Call minutes used, bookings made, login activity

From Your Customers (Callers)

• Contact details: Name, phone number, address (for bookings)
• Call recordings: Audio recordings of all calls handled by our AI
• Call transcripts: Text transcriptions of call conversations
• Booking details: Service requested, appointment time, job notes

Automatically Collected

• IP addresses and browser information when using our dashboard
• Device information for mobile access
• Cookies for session management and preferences

2. How We Use Your Information

We use collected information to:

• Provide our AI call answering and booking service
• Process and manage appointments on your behalf
• Send SMS confirmations to your customers
• Calculate and bill for service usage
• Send you notifications about bookings and account activity
• Improve our AI and service quality
• Provide customer support
• Comply with legal obligations

3. Call Recordings

All calls handled by our AI are recorded. This is essential for:

• Providing you with call records and transcripts
• Quality assurance and dispute resolution
• Improving our AI's performance

Legal basis: Under Australian law (Telecommunications (Interception and Access) Act 1979), recording is permitted where at least one party consents. As the service provider acting on your behalf, we provide this consent. Our default AI greeting informs callers that calls may be recorded.

Retention: Call recordings are retained for 90 days, after which they are automatically deleted. Transcripts are retained for the duration of your account.

4. Information Sharing

We share information with:

Service Providers

• AI voice processing provider: Processes voice calls and generates transcripts (United States, under a data processing agreement)
• Telecommunications provider: Supplies phone numbers and delivers SMS messages (United States)
• Cloud hosting and database provider: Stores your account data and call records (Australia and United States)
• Stripe: Payment processing (PCI-DSS compliant — we never store card details)
• Google: Calendar integration, where you choose to connect your Google Calendar

Your Customers

We send SMS confirmations to your customers containing: your business name, appointment time, address, and callout fee. This is necessary to provide the booking service.

Legal Requirements

We may disclose information if required by law, court order, or to protect our rights and safety.

We do not sell your personal information to third parties.

5. Data Security

We protect your information through:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure authentication with password hashing
• Access controls limiting who can view your data
• Regular security reviews and updates
• Use of reputable, security-certified service providers

While we take reasonable steps to protect your information, no system is completely secure. You are responsible for keeping your account credentials confidential.

6. Data Retention

7. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your account and associated data
• Complaint: Lodge a complaint if you believe we have breached your privacy

To exercise these rights, contact us at privacy@myoffsider.com.au. We will respond within 30 days.

8. Customer Data

Information about your customers (callers) is collected to provide booking services on your behalf. You are the primary controller of this customer data. We process it as your service provider.

Your obligations: As a business collecting customer information through our service, you must comply with the Privacy Act 1988 and have your own privacy policy informing customers how their data is used.

9. Cookies

Our website and dashboard use cookies for:

• Essential cookies: Required for login and session management
• Preference cookies: Remember your settings (e.g., dark mode)
• Analytics cookies: Help us understand how you use our service

You can control cookies through your browser settings, but disabling essential cookies may prevent you from using the service.

10. International Data Transfers

Personal information is disclosed to recipients located overseas, including in the United States. When your data is transferred internationally, we ensure appropriate safeguards are in place:

• Data processing agreements with all providers
• Providers certified under recognised privacy frameworks
• Encryption of data in transit

11. Changes to This Policy

We may update this policy from time to time. We will notify you of material changes via email or through our service. The "Last updated" date at the top indicates when changes were made.

12. Contact Us

For privacy-related questions or to exercise your rights:

Privacy Officer
MyOffsider
Email: privacy@myoffsider.com.au
Address: Perth, Western Australia

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.