Privacy Policy

Effective 1 October 2026. Previous version superseded from that date.

This Privacy Policy explains how TelcoEdge Pty Ltd ABN 58 102 226 853 ("TelcoEdge", "we", "us") collects, holds, uses and discloses personal information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Who this policy covers

This policy covers personal information about:

a. our clients' personnel, being the people we deal with at the businesses that use our services;

b. callers, being members of the public who call telephone services we operate on behalf of our clients, including payment services; and

c. visitors to our website.

We supply our services to businesses only. When we handle information about callers, we do so on behalf of the client whose service they have called, and that client's own privacy policy also applies.

2. What we collect

Client personnel. Names, business contact details (phone, email and postal address), account and billing details, payment details used to pay our invoices, records of support requests and correspondence, and records of access to our client portal.

Callers. The calling telephone number, the date, time and duration of the call, the options and information entered or spoken during the call, and call records. Where a caller makes a card payment, the caller enters card details using the telephone keypad. See section 5.

Website visitors. Our website is hosted on Squarespace, which automatically collects standard usage information such as IP address, browser type and pages visited, and uses cookies. You can control cookies through your browser settings.

We do not ordinarily seek to collect sensitive information, such as health information. If sensitive information is provided to us incidentally, for example in a support request or during a call, we handle it in accordance with the Privacy Act and only use or disclose it where permitted by law.

3. How we collect it

We collect personal information:

a. directly from our clients and their personnel, for example when an account is set up, a support request is made, or the client portal is used;

b. automatically, when calls pass through services we operate.

4. Why we use it

We use personal information to:

a. provide, operate, support and bill our services;

b. process payments on behalf of our clients;

c. detect, prevent and investigate fraud, abuse and security incidents;

d. maintain, troubleshoot and improve our systems; and

e. comply with our legal obligations, including under the Telecommunications Act 1997 (Cth) and the Telecommunications (Interception and Access) Act 1979 (Cth).

5. Card payments

Card details entered by callers are processed and transmitted to the payment gateway nominated by our client, in an environment that complies with the Payment Card Industry Data Security Standard (PCI DSS) version 4.0.1. We do not store card details after a transaction is processed, and card details are never submitted to any artificial intelligence system.

6. No direct marketing

We do not send direct marketing. The only emails and SMS messages we send are operational communications about the use of our services, such as invoices, service notices, security notices and support correspondence.

7. Who we disclose it to

We disclose personal information only as needed for the purposes in section 4, to:

a. the client whose service a caller has called, including call records;

b. payment gateways and processors nominated by our clients, for card payments;

c. telecommunications carriers and network providers that carry calls to and from our services;

d. our hosting and technology service providers;

e. artificial intelligence service providers that assist with support, fault detection and fraud detection, which never receive card details;

f. our professional advisers, insurers and debt collectors, in relation to client accounts;

g. government, regulatory and law enforcement agencies, where we are required or authorised by law to do so; and

h. a purchaser of or successor to our business, subject to confidentiality obligations.

8. Overseas disclosure

Our service platform, email and the personal information they hold are operated and stored in Australia.

Artificial intelligence service providers we use, and our website platform (Squarespace), may process personal information outside Australia, in the United States. These providers never receive card details. Where we disclose personal information overseas, we take reasonable steps in accordance with APP 8 to ensure it is handled consistently with the APPs.

9. Automated decisions

We use automated systems and artificial intelligence to assist with operating our services, for example to detect faults and fraud. No decision that significantly affects any person is made solely by automated means without human review.

10. Security

We protect personal information using technical and organisational controls maintained to PCI DSS 4.0.1, including access limited to those who need it and written confidentiality obligations for anyone with access.

11. Retention

We keep personal information only for as long as it is needed for the purposes in section 4 or as required by law, then delete or de-identify it. Some telecommunications records must be kept for a minimum period under the Telecommunications (Interception and Access) Act 1979 (Cth). Clients can access and download their own data at any time through our client portal.

12. Access and correction

You may ask for access to, or correction of, personal information we hold about you by contacting us using the details in section 15. We will respond within 30 days. We do not charge for making a request. If we refuse a request, we will explain why in writing and tell you how to complain.

For information about callers held on behalf of a client, we may refer your request to that client.

13. Data breaches

We comply with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth). If a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC).

14. Complaints

If you believe we have breached the APPs, please contact us using the details in section 15. We will acknowledge your complaint within 2 business days and aim to respond within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992. Complaints about the privacy of telecommunications services may also be made to the Telecommunications Industry Ombudsman at www.tio.com.au or on 1800 062 058.

15. Contact us

Privacy Officer, TelcoEdge Pty Ltd Email: support@telcoedge.com.au Phone: 1300 208 820

16. Changes to this policy

We may update this policy from time to time. The current version, with its effective date, is always published on our website.