Privacy Policy

Because of what HeyDesk does, we hold information about two groups: our customers (the businesses that sign up) and our customers' callers (the people who ring a business whose phone is answered by HeyDesk). This policy covers both.

• Account details: your name, email address, business name, industry and website address.
• The mobile number you verify by SMS at signup. It's used as your fallback forwarding number and, if you turn on SMS summaries, as the destination for call summary texts.
• Business information used to train your receptionist: services, hours, prices, FAQs and similar details. During setup we read your public website to pre-fill this for you.
• Billing details: your plan, usage and payment history. Card payments are handled by our third-party payment processor; we never see or store your full card number.
• Technical information: log data and the cookies needed to keep you signed in. We don't use advertising cookies.

When your receptionist answers a call, we collect and process:

• the caller's phone number (where caller ID is available),
• a recording and transcript of the call,
• details the caller shares during the conversation, such as their name, callback number, what they're enquiring about, how urgent it is, an address or suburb, and, where the business has switched those options on, an email address, company name or how they heard about the business,
• automatically generated call summaries and outcomes.

We process caller information on behalf of the business the caller rang. The business controls what its receptionist asks for and can see this information in its dashboard. If you're a caller with questions about how a business handles your information, contact that business first; you can also contact us at hello@heydesk.com.au.

• To provide the service: answering calls, generating transcripts, recordings and summaries, taking bookings, sending SMS and email notifications, and keeping your dashboard up to date.
• Calls are processed by automated (AI) systems to hold the conversation and produce transcripts, summaries and extracted details.
• To operate our business: billing, usage metering, support, fraud prevention and keeping the service secure.
• To improve HeyDesk, for example by reviewing how well the receptionist handled calls.
• We do not sell personal information.

Calls answered by HeyDesk are transcribed and may be recorded. Businesses can include a "calls may be recorded" notice in their greeting, and we recommend it. Each business is responsible for the disclosures the law requires of it when its calls are recorded or monitored.

We share personal information only as needed to run the service, with providers working under contract for us: telephony and voice processing providers, cloud hosting and data storage, AI processing, SMS and email delivery, and payment processing. We also disclose information where the law requires it, and to our professional advisers where necessary. If HeyDesk is ever sold or restructured, information may transfer as part of that transaction with equivalent protections.

Some of the providers above process or store data outside Australia. Where that happens we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.

We take reasonable technical and organisational steps to protect personal information, including encryption of data in transit, access controls that limit data to the business it belongs to, and server-side handling of all provider credentials. No internet service can promise perfect security, but we design for it and act quickly on anything we find.

We keep personal information while your account is active and for as long as we need it afterwards to meet legal, accounting and dispute-resolution obligations. Call recordings, transcripts and contacts remain available in your dashboard while your account is active. You can ask us to delete specific records or your whole account at hello@heydesk.com.au.

You can access most of your information directly in the dashboard, and export your contacts at any time. For anything else, or to correct information we hold, email hello@heydesk.com.au. We don't charge for making a request; we may ask you to verify your identity first.

If we suspect a data breach we investigate promptly. Where a breach is likely to result in serious harm, we notify affected people and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme.

If you have a privacy concern, email hello@heydesk.com.au and we'll look into it and respond within 30 days. If you're not satisfied with our response, you can complain to the OAIC at oaic.gov.au.

We'll update this policy as the service evolves. Material changes will be flagged by email or in the dashboard before they take effect. The date at the top shows when it last changed.

Privacy questions and requests: hello@heydesk.com.au.