Privacy Policy

Effective Date: 19/2/2026 Last Updated: 19/2/2026

1. Introduction

Intake (“Intake”, “we”, “us” or “our”) provides AI-powered virtual receptionist, call handling, recording, transcription and lead capture services to Australian businesses.

This Privacy Policy explains how we collect, hold, use and disclose Personal Information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We are committed to managing Personal Information in an open and transparent way.

If you do not agree with this Privacy Policy, you should not use our Services.

2. Our Role

2.1 When You Are a Business Customer

When we provide Services to a business customer, we generally process Personal Information on behalf of that customer.

In those circumstances:

  • The business customer determines the purposes for which Personal Information is collected and used.
  • Intake processes Personal Information solely for the purpose of providing the Services, maintaining security, complying with legal obligations, and enforcing our agreements.

2.2 When You Are a Caller

If you contact a business that uses Intake:

  • The business you contacted is primarily responsible for how your Personal Information is handled.
  • Intake processes your Personal Information on behalf of that business to deliver call handling and lead capture services.

2.3 When We Act Directly

We act as a principal when we collect Personal Information directly from:

  • Business customers during registration
  • Website visitors
  • Individuals who contact us directly

3. What Personal Information We Collect

We may collect the following types of Personal Information.

3.1 From Callers

  • Name
  • Phone number
  • Email address (if provided)
  • Suburb or location details
  • Details of service enquiries
  • Call recordings
  • Call transcripts
  • Structured summaries derived from calls

Call recordings and transcripts may contain Personal Information voluntarily disclosed by the caller during the call.

We do not intentionally solicit sensitive information (such as health, religious or criminal information). If sensitive information is disclosed by a caller, it is processed only as part of delivering the Services to the relevant business customer.

3.2 From Business Customers

  • Contact name
  • Email address
  • Phone number
  • Business name and ABN (if provided)
  • Billing and payment information
  • Account credentials
  • Usage data

3.3 Website and Technical Data

We may collect:

  • IP address
  • Device and browser information
  • Log data
  • Usage analytics
  • Cookies and similar technologies

4. How We Collect Personal Information

We collect Personal Information:

  • When a caller contacts a business using Intake
  • When a business registers for our Services
  • When you contact us directly
  • Through website forms
  • Through automated logging and monitoring systems

Calls handled through our platform may be recorded and transcribed as part of the Services.

5. Purposes of Collection and Use

We collect and use Personal Information to:

  • Provide call handling, recording and lead capture services
  • Generate transcripts and structured summaries
  • Deliver notifications to business customers
  • Maintain, support and improve the performance and reliability of our Services
  • Detect fraud, misuse and security incidents
  • Comply with legal obligations
  • Enforce our agreements
  • Resolve disputes

We do not sell Personal Information.

We do not use caller data for unrelated marketing or profiling purposes.

6. Disclosure of Personal Information

We may disclose Personal Information to:

  • Cloud hosting and infrastructure providers
  • AI and speech processing providers
  • Telecommunications and SMS providers
  • Payment processors
  • Professional advisers (lawyers, accountants, auditors)
  • Regulators, law enforcement or courts where required by law

We require our service providers to handle Personal Information in accordance with contractual privacy and confidentiality obligations.

7. Overseas Disclosure

Some of our service providers (Subprocessors) may store or process Personal Information outside Australia.

These providers may include cloud infrastructure providers and AI processing providers.

Where Personal Information is disclosed overseas, we take reasonable steps to ensure that the overseas recipient:

  • Is subject to privacy and confidentiality obligations; and
  • Provides protections that are substantially similar to those required under Australian Privacy Laws.

By using our Services, business customers acknowledge that Personal Information may be processed outside Australia in connection with the provision of the Services.

8. Data Storage and Retention

8.1 Hosting Location

Customer Data is primarily hosted in Australian data centres using reputable cloud infrastructure providers.

8.2 Call Recordings

Call recordings are generally retained for approximately thirty (30) days after the relevant call.

After that period, recordings are automatically scheduled for deletion in the ordinary course of system operations, unless retention is required:

  • By law;
  • By a regulator or court; or
  • For managing actual or reasonably anticipated disputes.

8.3 Transcripts and Structured Lead Data

Transcripts and structured lead data may be retained:

  • For the duration of the business customer’s subscription; and
  • For a limited period afterwards for compliance, security, recordkeeping and dispute resolution purposes.

8.4 Backups

Deleted data may persist in encrypted system backups for a limited retention period before being permanently overwritten in accordance with our backup lifecycle processes.

9. Data Security

We take reasonable steps to protect Personal Information from misuse, interference, loss, unauthorised access, modification or disclosure, consistent with APP 11.

These measures may include:

  • Encrypted data transmission
  • Role-based access controls
  • Authentication mechanisms
  • Infrastructure-level security controls
  • Monitoring and logging of access

Access to Personal Information is restricted to authorised personnel and authorised service providers who require access to perform their functions.

However, no method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

10. Notifiable Data Breaches

If we become aware of a data breach involving Personal Information that is likely to result in serious harm and constitutes an eligible data breach under the Privacy Act 1988 (Cth), we will:

  • Take reasonable steps to contain and assess the breach;
  • Notify affected business customers; and
  • Comply with our obligations under the Notifiable Data Breaches scheme.

Where we process Personal Information on behalf of a business customer, that business customer may be responsible for notifying affected individuals in accordance with applicable law.

11. Access and Correction

You may request access to Personal Information we hold about you and request correction of inaccurate, incomplete or out-of-date information.

Requests should be made in writing to the contact details below.

We may require identity verification before processing a request.

We will respond within a reasonable time and may refuse access where permitted under Privacy Laws. If access is refused, we will provide written reasons (unless it would be unreasonable to do so).

If you are a caller, we may direct your request to the relevant business customer where appropriate.

12. Anonymity and Pseudonymity

Where lawful and practicable, individuals may interact with us anonymously or using a pseudonym. However, this may not be possible where identification is necessary to provide the Services or comply with legal obligations.

13. Complaints

If you believe we have breached the Privacy Act or the Australian Privacy Principles, you may contact us using the details below.

We will:

  • Acknowledge your complaint within a reasonable time;
  • Investigate the matter; and
  • Respond within a reasonable timeframe.

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

14. Changes to This Policy

We may update this Privacy Policy from time to time.

If we make material changes, we will:

  • Update the “Last Updated” date; and
  • Publish the updated version on our website.

Continued use of our Services after the effective date of an updated Privacy Policy constitutes acceptance of the revised policy.

15. Contact Us

Intake Email: support@tryintake.com.au Website: https://tryintake.com.au

You may contact us using the above details for any privacy-related enquiries or requests.