Privacy Policy

Last updated: 01 May 2026

Trade Answer is committed to handling personal information responsibly and transparently. This Privacy Policy explains how we collect, use, store and disclose personal information in connection with our Website and our automated call answering services.

1. Who we are
Trade Answer operates under ABN 89 205 206 143. In this Privacy Policy, "Trade Answer", "we", "us", or "our" refers to Trade Answer and its Website located at www.tradeanswer.com.au.

2. Privacy law
Where the Privacy Act 1988 (Cth) applies to our activities, we aim to handle personal information consistently with applicable privacy obligations, including the Australian Privacy Principles. Even where the Privacy Act may not strictly apply to a particular activity, we seek to follow privacy practices that are reasonable and transparent.

3. The kinds of personal information we may collect
The types of personal information we may collect include:

names and business names;
email addresses, phone numbers and other contact details;
billing and account information;
call audio, call recordings, call transcripts, summaries and metadata;
caller ID, diversion information, call timing, duration and related telephony data;
information you provide through our Website, contact forms, onboarding forms or customer communications;
technical and usage information from our Website, including analytics and cookies.

4. How we collect personal information
We may collect personal information directly from you when you:

contact us through the Website, by email or by phone;
request information, a quote or onboarding;
purchase or use our services;
provide business information, scripts, service areas, FAQs or escalation numbers for your account;
or otherwise interact with us.
We may also collect personal information indirectly through third-party platforms and providers we use to deliver our services, including Twilio, ElevenLabs, Make, Stripe, Google (including Google Sheets and Google Drive), and Anthropic for AI-powered analysis and formatting of call data for reporting purposes, as well as from telecommunications carriers and other service providers involved in call handling, notifications, data storage and payments.

5. Why we collect personal information
We collect, use and hold personal information for purposes including:

providing and managing our automated call answering services;
setting up and maintaining customer accounts;
answering and routing calls, generating transcripts and summaries, and sending notifications;
billing, payment processing and account administration;
improving our services, systems and Website;
responding to enquiries, complaints and support requests;
meeting legal, regulatory and record-keeping obligations.

6. Website analytics and cookies
Our Website may use cookies, analytics tools and similar technologies to help us understand how visitors use the site, improve performance, and support basic website functionality. You can usually control cookies through your browser settings, although doing so may affect how the Website functions.

7. Call recordings, transcripts and summaries
As part of our services, incoming calls will be recorded, transcribed, summarised, analysed, or processed using AI and workflow automation tools. These records may contain personal information provided by callers or customers. By using our services, and by providing call forwarding or routing to our service, you acknowledge that such processing will occur.

It is your responsibility as our customer to ensure that your own callers are informed of any required notices or consents relating to call recording or processing, to the extent required by law.

8. Disclosure of personal information
We may disclose personal information to third parties where reasonably necessary to operate our business and deliver our services. This may include disclosures to:

Twilio for telephony and phone number services;
ElevenLabs for AI voice agent processing;
Make for workflow automation, notification and back-end processing;
Stripe for payment processing;
Google (Google Sheets and Google Drive) for call log storage, customer data records and reporting;
Anthropic for AI-powered analysis and formatting of call data for reporting purposes;
our professional advisers, service providers, contractors and hosting providers;
law enforcement, regulators, courts or government agencies where required or authorised by law.

9. Overseas disclosure
Some of the third-party services we use may store or process personal information outside Australia, including in jurisdictions such as the United States or other countries where those providers or their infrastructure operate. By using our Website or services, or by providing information to us, you acknowledge that overseas disclosure or processing may occur.

Where required, we will take reasonable steps in the circumstances to work with reputable providers and to reduce privacy risks associated with overseas disclosure.

10. Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. However, no internet transmission, cloud platform, telephony system, storage platform or automated workflow can be guaranteed to be completely secure.

11. Retention
Call recordings are generally retained for up to 90 days. Call transcripts and summaries are generally retained for up to 12 months. We may retain certain account, billing, dispute, complaint or legal records for longer where reasonably necessary or required by law.

12. Access and correction
You may request access to personal information we hold about you, and you may ask us to correct information that is inaccurate, incomplete or out of date, subject to any legal exceptions and practical limitations. We may require verification of identity before responding to a request.

13. Complaints
If you have a privacy complaint or enquiry, please contact Trade Answer at support@tradeanswer.com.au. We will review the matter and respond within a reasonable time.

14. Changes to this policy
We may update this Privacy Policy from time to time. The latest version will be published on our Website.