Legal
Privacy Policy
Last updated: 31 March 2026 · Trax Business Solutions · ABN 5 629 751 508
Trax Business Solutions is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what information we collect, how we use it, and your rights.
1. Who We Are
Trax Business Solutions (ABN 5 629 751 508) is an Australian company providing AI voice receptionist services to small and medium businesses. We are located in Queensland, Australia. You can contact us at lance@traxbusinesssolutions.com.au or 07 2111 0880.
2. Information We Collect
We collect personal information in the course of providing our services. This includes:
From Business Clients (our customers)
- Full name, business name, ABN
- Email address and phone number
- Business website, address, and operating hours
- Industry type and business details
- Payment and billing information (processed securely by third-party payment providers)
- Google Calendar and Google Sheets access credentials (when integration is enabled)
- Communications with us via email, phone, or web form
From End Callers (people who call our clients' AI receptionists)
- Name, phone number, and email address (as provided during a call)
- Nature of enquiry, service requested, and preferred appointment time
- Voice recordings and transcripts of calls handled by our AI system
- Location or suburb information if provided
From Website Visitors
- IP address, browser type, and device information
- Pages visited and time spent on the site
- Information submitted via our contact or enquiry forms
3. How We Use Your Information
We use personal information to:
- Provide and operate our AI voice receptionist service
- Book appointments and capture leads on behalf of our business clients
- Send SMS and email confirmations to callers
- Log caller details into client-specified Google Sheets or CRM systems
- Communicate with clients about their service, billing, and support
- Monitor and improve the performance of our AI agents
- Comply with legal obligations
- Respond to enquiries and support requests
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
4. Call Recording and AI Processing
Our AI voice receptionist service records and transcribes telephone conversations on behalf of our business clients. By calling a business that uses our service, callers may be subject to call recording. Our AI agents are designed to inform callers of recording where required by law.
Call transcripts and recordings are:
- Processed by our AI infrastructure provider (Retell AI) to generate responses
- Used to improve AI model accuracy and service quality
- Retained for the duration of the client's active subscription plus 90 days
- Accessible to the business client whose number was called
5. Third-Party Service Providers
We engage trusted third-party providers to deliver our service. These providers may process personal information on our behalf:
- Retell AI — AI voice conversation platform (USA)
- Google — Calendar and Sheets integration (USA)
- ClickSend — SMS delivery (Australia)
- Modal — Cloud hosting and serverless functions (USA)
- Formspree — Web form processing (USA)
- VoipLine — Australian telephony and phone numbers (Australia)
Where data is transferred overseas, we take reasonable steps to ensure it is handled in accordance with the APPs and applicable data protection laws.
6. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes encrypted data transmission (HTTPS), secure credential storage, and access controls on our systems.
No internet transmission is completely secure. If you believe your information has been compromised, please contact us immediately.
7. Data Retention
- Client account data: Retained while your account is active and for 12 months after cancellation
- Call recordings and transcripts: Retained for the duration of the subscription plus 90 days
- Caller lead data: Retained in client Google Sheets as configured by the client
- Web enquiry submissions: Retained for 12 months
- Billing records: Retained for 7 years as required by Australian tax law
8. Accessing and Correcting Your Information
Under the Australian Privacy Principles, you have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate or outdated information
- Request deletion of your personal information (subject to legal obligations)
- Opt out of direct marketing communications
To exercise these rights, contact us at lance@traxbusinesssolutions.com.au. We will respond within 30 days.
9. Complaints
If you believe we have breached the Australian Privacy Principles, please contact us first. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Cookies and Website Analytics
Our website may use cookies and similar technologies to improve your experience and analyse site traffic. You can disable cookies in your browser settings, though this may affect some functionality.
11. Changes to This Policy
We may update this Privacy Policy from time to time. The current version will always be available on our website. We encourage you to review it periodically. Continued use of our services after changes are posted constitutes acceptance of the updated policy.
12. Contact Us
For any privacy-related questions or requests: