Privacy Policy
How we collect, use, disclose and protect personal information, including the calls our AI agents answer on behalf of our clients.
Effective 16 September 2026 · Version 1.0 · Privacy contact: Privacy Officer, hello@offsideragency.com
This policy is general and was not prepared by a lawyer. It should be reviewed by an Australian privacy lawyer before you rely on it. Nothing here is legal advice.
1. Who this covers
This policy explains how Offsider Agency Pty Ltd (ACN 701 384 714) handles personal information. It covers our website at offsideragency.com.au, the AI front desk services we build and operate for our clients, and our own dealings as a business.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles as a matter of policy, whether or not the small business exemption applies to us. We answer other people's phones and hold recordings of their customers' conversations, and we think that work should be held to the full standard regardless of our size.
2. The two roles we act in
This distinction matters, so we have put it near the top.
As the responsible entity. For visitors to our website, people who enquire about our services, and our own business clients, we decide how personal information is handled and we are accountable for it.
As a service provider. When we operate an agent for a client, the personal information of that client's callers and website visitors is handled on the client's instructions and for the client's purposes. The client's own privacy policy governs how that information is ultimately used, and questions about it are usually best directed to them, but you can always contact us and we will help or pass your request on.
We do not use our clients' callers' personal information for our own marketing.
3. What personal information we collect
- Contact details. Name, business name, role, email address and phone number.
- Conversation content. Call audio recordings, transcripts, chat and SMS content, and the details captured during a conversation: the reason for the enquiry, the service address, a description of the job, amounts discussed, appointment times and notes.
- Call metadata. The number called from, date, time, duration, outcome and source.
- Website and form data. Anything you type into an enquiry form or calculator.
- Technical data. IP address, device and browser type, pages viewed, referring page and similar analytics identifiers.
- Billing details. For clients, what we need to invoice and take payment. Card details are handled by our payment provider; we do not store full card numbers.
Sensitive information. We do not seek it. Callers sometimes volunteer it anyway: a health reason a job is urgent, a relationship breakdown behind a house sale, a financial difficulty. We do not collect it deliberately, we do not use it beyond passing the enquiry to the business you called, and we ask that you do not provide it through a demonstration or a web form.
4. How we collect it
Directly from you when you call, chat, fill in a form or email us. Automatically through cookies and analytics when you browse our site. From our clients when they configure an agent. And from the providers that connect the calls and run the platform. Where it is reasonable and practicable, we collect personal information directly from the individual concerned.
5. Why we collect it and how we use it
- Operating agents that answer calls and enquiries, book jobs and follow up
- Delivering transcripts, summaries and reporting to the client whose enquiry it is
- Responding to enquiries and providing information you asked for
- Monitoring quality, diagnosing faults and improving accuracy and reliability
- Billing, account administration and record keeping
- Security, fraud prevention and protecting our systems
- Marketing our own services to prospective clients, where we have consent or are otherwise permitted
- Meeting our legal, tax and regulatory obligations
6. Call recording, transcription and AI disclosure
Calls handled by our agents are recorded and transcribed so the enquiry can be acted on, so the business has a record, and so the service can be maintained and improved.
Every agent we build tells the caller, at the start of the call, that the call is recorded, and offers a way through to a person. If a caller asks whether they are speaking with a person or a machine, the agent tells them it is an automated assistant. Both are our default, our clients cannot ask us to remove either, and no agent we build will deny being automated.
Recording and surveillance laws differ between Australian States and Territories. We configure the disclosure; each client is responsible for it being accurate for their business, and for any recordings they separately make or use. If you would rather not be recorded, end the call and contact the business another way. Demonstration calls on our own website are also recorded.
7. AI model training
We do not use call recordings, transcripts, customer records or any client data to train AI models. Our agreements with the providers we use do not permit them to train their models on it either. Your customers' conversations are used to run your service and for nothing else.
8. Automated decision-making
Our agents process conversations automatically. From 10 December 2026, the Australian Privacy Principles require us to describe that here, and we do so now.
The kinds of personal information the system uses: what a caller says during the conversation, their contact details, call metadata, the service location, and any earlier interactions we hold for that business.
What the system decides on its own: how to categorise and record an enquiry; which available appointment slot to offer and book; which follow-up message to send and when; and how urgent a call appears to be.
What the system does that substantially contributes to a decision a person makes: qualifying and prioritising a lead; flagging an apparent emergency for escalation; and indicating whether an enquiry falls inside the business's service area or minimum job size.
Human involvement. A caller can ask to speak with a person at any point. The business you contacted reviews the enquiries and bookings that come through. We do not make decisions with legal or similarly significant effects on an individual by automated means alone.
If you want an outcome reviewed, email hello@offsideragency.com and a person will look at it.
9. Who we disclose it to
We do not sell personal information. We disclose it to:
- The business whose enquiry it is, so they can act on it
- Service providers who help us run the service (see section 10)
- Professional advisers, such as our accountant or lawyer, where reasonably required
- A purchaser or successor if our business or assets are transferred, subject to equivalent privacy protections
- Law enforcement, regulators or others where required or authorised by law, or to prevent a serious threat to life, health or safety
We require our service providers to protect personal information consistently with this policy and to use it only for the purposes we specify.
10. Our suppliers and where data is held
| Provider | What it does | Where data is held |
|---|---|---|
| GoHighLevel | CRM, workflows, conversation and voice AI | United States |
| Twilio | Telephony and SMS | United States. Australian numbers may route through Australian infrastructure. Ask us and we will confirm for your engagement. |
| Model and speech providers in the call path | Speech recognition, language model, voice synthesis | Varies by provider. We will name the providers and regions that apply to your engagement on request. |
| Hostinger | Website hosting | Depends on the data centre region of the hosting plan. We will confirm which applies to your site on request. |
| Stripe | Payments and billing | United States / Ireland |
| Google Workspace & Google Analytics | Email, documents, website analytics | United States |
Where we disclose personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, including through contractual protections. Clients can ask us which countries apply to their engagement.
11. Security
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include: encryption of data in transit; encryption at rest where our platforms provide it; role-based access limited to what each person's job requires; two-factor authentication enforced on our administrative accounts; review of the providers we use; and monitoring of our systems.
No method of transmission or storage is completely secure, and we do not claim otherwise.
12. Data breaches
If a data breach occurs we assess and contain it, and where serious harm is likely we notify affected individuals and the Office of the Australian Information Commissioner in line with the Notifiable Data Breaches scheme.
Where a breach affects a client's data, we will notify that client without undue delay and in any event within 72 hours of becoming aware of it, so they can meet their own obligations.
13. How long we keep it
| Information | Retention |
|---|---|
| Website and demonstration enquiries | 24 months from our last contact with you |
| Call recordings and transcripts held for a client | 12 months by default, adjustable by that client, and exported or deleted at the end of the engagement |
| CRM contact and lead records | For the engagement, then exported to the client and deleted 30 days later |
| Billing, tax and financial records | As required by law, generally 5 years |
When information is no longer needed for a purpose described in this policy and we are not required to keep it, we take reasonable steps to destroy or de-identify it.
14. Cookies and analytics
We use cookies and similar technologies to run the website, remember preferences, measure traffic and understand which pages perform.
The chat widget on most pages of this site is provided by our CRM platform and stores data in your browser so a conversation can carry across pages. Where we measure traffic we use Google Analytics. We will name any other analytics or advertising tool in this policy before we turn it on, and if we ever set advertising cookies we will ask for your consent first.
You can control or delete cookies in your browser settings; some parts of the site may not work properly without them.
15. Direct marketing and opting out
We may send you information about our services where you have consented or where we are otherwise permitted to. Every marketing message identifies us and includes a working unsubscribe, and you can opt out at any time by emailing hello@offsideragency.com. We action opt-outs promptly and free of charge. Opting out of marketing does not stop service or account messages.
The same applies to messages our agents send on behalf of our clients: each identifies the business and carries an unsubscribe, in line with the Spam Act 2003 (Cth). Outbound calling is subject to the Do Not Call Register Act 2006 (Cth).
16. Access and correction
You can ask for access to the personal information we hold about you, and ask us to correct it if it is wrong, out of date, incomplete, irrelevant or misleading. Email hello@offsideragency.com. We respond within 30 days and may need to verify your identity first. Access is free, though a reasonable cost may apply where a request requires substantial work. If we refuse access or correction we will explain why in writing and tell you how to complain. Where the information was handled on behalf of one of our clients, we may need to refer your request to them.
17. Anonymity and pseudonymity
You can browse our website without identifying yourself. Some things (requesting a demonstration, getting calculator results, booking a call) need contact details so we can respond.
18. Complaints
If you are concerned about how we have handled your personal information, email hello@offsideragency.com with the details. We will acknowledge your complaint promptly and aim to resolve it within 30 days.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
19. Children
Our services are provided to businesses and are not directed at children under 18. We do not knowingly collect personal information from children. If we find that we have, we take reasonable steps to delete it.
20. Changes to this policy
We update this policy from time to time. The current version is always on our website with its effective date and version number. Where changes are material we take reasonable steps to notify affected clients.
21. Contact
Privacy Officer, Offsider Agency Pty Ltd. hello@offsideragency.com.
Offsider Agency Pty LtdACN 701 384 714 · ABN 62 701 384 714
5 Seminary Crescent, Scoresby VIC 3179, Australia
hello@offsideragency.com
+61 481 321 269, business line
+61 468 008 174, Jessica, our AI receptionist
See also: Terms and Conditions · The Risk-Free Guarantee