Privacy Policy

1. Introduction

Intake ("we", "our", or "us") is committed to protecting your privacy and complying with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our virtual receptionist services.

2. Information We Collect

We collect the following types of information:

• Personal Information: Name, business name, email address, phone number, business address, and ABN
• Customer Call Data: Caller information (name, phone number, location), call recordings, transcripts, and lead details collected during service calls
• Payment Information: Credit card details and billing information (processed securely through third-party payment processors)
• Technical Information: IP address, browser type, device information, and usage data
• Communications: Emails, messages, and feedback you send to us

3. How We Collect Information

We collect information directly from you when you:

• Sign up for our services
• Submit forms on our website
• Schedule appointments or demos
• Contact our support team
• Use our call answering services
• Interact with our website and mobile applications

4. How We Use Your Information

We use your personal information for the following purposes:

• Provide our virtual receptionist services and answer calls on your behalf
• Process payments and manage billing
• Send lead notifications and call details via SMS and email
• Improve our services and customer experience
• Communicate with you about service updates, technical issues, or account matters
• Comply with legal obligations and resolve disputes
• Detect and prevent fraud or security incidents
• Conduct analytics and research to improve our platform

5. Disclosure of Information

We may disclose your personal information to:

• Service Providers: Third-party vendors who assist us in providing services (e.g., payment processors, cloud hosting providers, SMS/email delivery services)
• Business Partners: With your consent, to facilitate integrations with CRM systems or other business tools
• Legal Requirements: When required by law, court order, or government authority
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• Protection: To protect our rights, property, or safety, or that of our users or the public

We do not sell your personal information to third parties.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. These measures include:

• Encryption of data in transit and at rest
• Regular security assessments and audits
• Access controls and authentication procedures
• Secure data storage with reputable cloud providers
• Employee training on data protection

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Call recordings and transcripts are typically retained for 12 months unless you request earlier deletion.

8. Your Rights

Under Australian privacy law, you have the right to:

• Access: Request access to your personal information we hold
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal obligations)
• Opt-Out: Unsubscribe from marketing communications at any time
• Complain: Lodge a complaint about our handling of your personal information

To exercise these rights, please contact us using the details provided in Section 12.

9. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our website. You can manage cookie preferences through your browser settings. Disabling cookies may affect the functionality of our website.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our website with a new effective date. Your continued use of our services after such changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy, wish to exercise your rights, or have concerns about how we handle your personal information, please contact us:

13. Complaints

If you believe we have breached the Australian Privacy Principles, you may lodge a complaint with us first. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):