Privacy policy

1. The company. ANDY AI PTY LTD, ACN 697 510 562, ABN 72 697 510 562, a proprietary company in South Australia. Where this page says "we", that is who it means.
2. The product. Andy is the phone assistant this company supplies to trades businesses. It is a name the same company trades under, not a second outfit standing behind it.
3. The mailbox. Everything lands at [email protected] and a person opens it. There is no ticket queue and no switchboard.
4. How to read this. One idea to a point, plain words, no cross-references to chase. If a point is muddy, that is on us and we would rather be told than admired.
5. Where to start. Section 3 decides everything else on this page. It splits the details that are ours from the details that belong to the trades business whose phone was rung, and that split answers most of the questions people arrive with.

Who the page speaks to

1. Anybody who loads a page on andyai.link. Covered, and there is not much to cover.
2. Anybody who writes to the mailbox. Covered.
3. A trades business that puts Andy on its phone. Covered, and section 3 is the part that matters most to you.
4. A person who rang a trade and got Andy instead of a human. Covered by a section of your own, because your answer is genuinely different from everybody else's.

Who it does not speak for

1. A trades business using Andy. That is a separate business making its own calls about its own customers, with its own duties under the Privacy Act 1988 (Cth), or its own decision about acting as though the Act applies if it sits under the section 6D turnover line.
2. Any site we link out to.
3. Your phone carrier, which carries the call long before anything of ours hears it.

1. The rulebook is the Privacy Act 1988 (Cth). Schedule 1 to it carries the thirteen Australian Privacy Principles. Where a point below says "APP 6", read the sixth of those thirteen.
2. APP 1 is why this page is here at all. It says to run your handling of personal information out in the open, to put working procedures behind that, and to keep a plain and current policy anybody can read.
3. APP 1.4 lists what such a policy has to answer: what gets collected and held, how it arrives and where it sits, what it is used for, how you get at it and fix it, how you complain and what we do with the complaint, and whether any of it travels overseas. Every one of those has a numbered section on this page instead of being left for you to infer.
4. Section 6D of the Act lets most businesses turning over $3 million or less out of the Australian Privacy Principles. Our turnover sits under that line.
5. We are not leaning on it. Whether a caller's mobile number deserves care has nothing to do with the size of anybody's invoices, and several of the section 6D carve-outs would drag a business like ours back inside the Act as it grows anyway. Read this page as though the thirteen principles bind us outright, because that is how requests and complaints will be handled.

The other law that bites

1. Spam Act 2003 (Cth). Governs commercial email, SMS and instant messages. Wants consent, a named sender, and an unsubscribe link that works.
2. Do Not Call Register Act 2006 (Cth). Governs cold telemarketing calls. We make none.
3. Australian Consumer Law, Schedule 2 to the Competition and Consumer Act 2010 (Cth). Hands you guarantees that no wording of ours can take back.
4. Part IIIC of the Privacy Act, the Notifiable Data Breaches scheme. Its own section further down.
5. Privacy and Other Legislation Amendment Act 2024 (Cth). Brought in a statutory tort for serious invasions of privacy, provided for a Children's Online Privacy Code, and added disclosure duties for certain automated decisions. Sections for each below.
6. Recording a phone call is governed by state and territory law, not by Canberra. A trade in Adelaide and a trade in Brisbane are not working to the same rule, which is why recording is the trade's decision and its duty to announce.

This is the section to read if you only read one. Everything else on the page follows from it.

Two piles

1. Our pile. We decided why it was taken, so we wear it and you deal with us straight.
2. The trade's pile. A customer of theirs handed it over. They decided why it was taken. We mind it while we do the job they asked for, and no longer.
3. The same company sits in both spots at once for different piles, and this one does. Muddling the two is exactly how a small software outfit ends up quietly treating its customers' customers as its own mailing list.

What sits in our pile

1. Your address and your words, when you write to [email protected].
2. The line a web server writes when your browser asks it for a page here.
3. The trades business account itself. Business name, the person we deal with, the address we send things to, billing, and which plan is running.
4. Counts of how the software behaved, such as how many calls dropped out, once those counts no longer point at a person.

What sits in the trade's pile

1. The caller's name.
2. The number they rang in on, or a different one they ask you to use.
3. The suburb, and the street if they gave one for a booking.
4. What they said had gone wrong, in their own words.
5. A recording or a transcript, where the trade switched recording on and told its callers so.
6. The times that were offered, and whether one was taken.

None of that is ours. It is not turned into a better service for a different trade unless it has genuinely been stripped of who it was about first, it is not pooled into a directory, and nobody here rings the caller about anything.

The two words, and why we borrow them

1. European law splits this into controller and processor. The one who decides, and the one who holds it and does as told.
2. Australian law does not carve the world up that way. The Privacy Act asks whether you hold personal information and whether you are an APP entity, and it can land on you either way.
3. The split those two words describe is real all the same, and it decides who you should be ringing when you want something done. So we borrow the pair, and we say out loud that they are borrowed rather than statutory.

What we sign up to for the trade's pile

These are the clauses that sit in the contract with a trades business. They are printed here so a caller who is not a party to that contract can still read them.

1. We do what the trade has put in writing and nothing beyond it, unless an Australian law forces our hand, and then we tell the trade unless the law gags us.
2. Call details never get turned to our own ends. Not for ads, not for a leads product, not to train a general model that gets sold to anybody else.
3. When one of their callers wants to see, fix or wipe something, we help them answer it quickly enough that they can still make their own 30 days.
4. A suspected breach touching their callers goes to them without dawdling, so they can meet their own duties under Part IIIC of the Privacy Act.
5. The day the arrangement ends, the call details go back or get wiped. No copy is kept on the books as an asset.
6. No further supplier gets near call details until the trade has been told and that supplier is tied to these same six points.

What the trade wears

1. Telling its own callers what happens on the call, recording included.
2. Having a lawful reason for anything it asks Andy to collect beyond the four ordinary details.
3. Answering its own callers when they ask about their own information.
4. Publishing its own privacy policy.

We hand over the tools and the record that make those four possible. We cannot do them on a trade's behalf, and a software company that says it can is selling comfort dressed as compliance.

This is what reaches us from these pages and from the published address, all of it true as at the effective date at the head of this page. What comes off a call, and the account behind it, are a different matter and they are set out in section 5.

Reading that table

1. Three rows is the whole of this side of it. There is no fourth system holding something this table forgot.
2. Nothing on this site asks you for a name, an address or a card. There is no form to fill in and no account to open.
3. Writing to the mailbox signs you up to nothing. It is one thread with one person and it ends when the question is answered.
4. When a supplier or a field gets added, this is where the row appears. Section 5 sets the fence around anything that comes off a call, and section 10 does the same for suppliers.

Every field below had to earn its row against APP 3. Nothing is taken because it might come in handy later, and the last column says when each one goes.

The discipline APP 3 puts on this

1. APP 3 says an organisation may not collect personal information unless it is reasonably necessary for what that organisation actually does, and that it must be got fairly, lawfully, and from the person themselves where that is workable.
2. That bites hard on something answering a phone. The pull in a product like this is to keep every word a caller said in case some of it turns out handy later.
3. Handy is a much wider test than necessary, and the Act uses the narrow one. Everything in the table below had to earn its row against the narrow one.

What it knocks back, by design

1. Money details. No card numbers, no bank details, no deposit over the phone. Andy winds the call up rather than take a card number down.
2. Government numbers. No licence, no Medicare, no tax file number. Its own section below, under APP 9.
3. Sensitive information as section 6 of the Privacy Act defines it. Health, background, politics, faith, who somebody sleeps with, what a court once said about them. None of that belongs in a booking. If a caller volunteers something in that class while explaining a job, it is not indexed, and the transcript rules treat that class as material to strip rather than keep.
4. A picture of a caller assembled across trades. Two plumbers on Andy do not share a view of the same person. There is no identifier spanning businesses at all, which is the only way to make that promise true instead of merely stated.
5. The tradesperson's phone. Andy does not read contacts, photos, messages or whereabouts off anybody's handset.

This section is for you if you rang a trades business, got a voice that was not a person, and want to know where that leaves you. It assumes you chose none of this and had no interest in any of it.

You get told, up front

1. Andy says what it is in its first sentence, on every call, without waiting to be asked.
2. Not a human-sounding name, not a dodge, and not a disclosure slipped in at the end once you have already talked.
3. Say you would rather talk to a person and that finishes the automated part of the call and gets a message to the tradesperson.

Who is holding your details

1. The trade you rang. They asked for the phone to be answered, they decide what happens next, and they are the ones you actually have a relationship with.
2. We mind it for them, on instruction. The full split is in the section on the two piles above.

Getting something changed or wiped

1. Ring the trade first. One word from them, that same afternoon, and it is done at our end. It is the quickest route and it is the only one that also clears their own diary, which we cannot reach into.
2. If that goes nowhere, write to us at [email protected]. We tell you what we are holding that touches your call, and we put your request to the trade ourselves.
3. What we will not do is wipe another business's customer record on the say-so of somebody we cannot identify. Doing that on request would itself be the attack.
4. Still nowhere? Complain. To us, then to the Office of the Australian Information Commissioner. The OAIC is at GPO Box 5218, Sydney NSW 2001, on 1300 363 992, and at oaic.gov.au. You can also complain about the trade itself, and if their turnover clears the section 6D line the Act binds them in their own right.

Recording

1. Whether a call gets recorded is the trade's decision, and the law on recording is made by each state and territory rather than by Canberra.
2. Where recording is on, Andy says so before anything is captured.
3. There is no switch that lets a trade turn that announcement off. A product that lets a business record you quietly has decided that its customer's convenience outranks you, and we would rather lose the sale.

Things that never happen

1. Nobody here rings you, texts you or emails you about anything of ours.
2. Your details do not go to another trade, a lead broker, a comparison site or an advertiser.
3. The fact that you rang about a burst pipe is never turned into a reason to sell you something.

What APP 5 makes us say

1. APP 5 makes us tell you certain things at the moment we collect something about you, or as soon after as is workable.
2. The list runs: who we are, how to reach us, what the collection is for, what happens if you keep it to yourself, who normally gets to see it, and whether it heads overseas.

How that gets done here

1. On this website. Every page carries a footer link to this page, and the cookie notice spells out what asking for a page actually sets off. Nothing on the site asks you for anything.
2. In the mailbox. When you write, you pick what goes in the message. What happens after that is the first row of the table in section 4, two years included, and nobody outside this company reads it.

How it gets done on a call

1. APP 5 gets much harder on a phone, because there is no page to link to and the caller never chose to deal with us in the first place.
2. Four things are said out loud in the opening seconds: that the voice is automated, which business it is answering for by name, that the details go to that business, and whether the call is being recorded before anything is captured.
3. Reading a policy down the phone would make a caller hang up and would satisfy nobody. The rest rides in the confirmation text, carrying a link to the trade's own privacy information.
4. A caller who wants more than that on the call should get a person, not a recital.

What happens if you keep something back

1. APP 5 also makes us say what you lose by not handing something over.
2. On this website: not writing to us means nothing happens and we never find out you existed.
3. On a call: a caller who will not leave a number cannot be rung back, and one who will not say what the job is cannot be given a realistic time.
4. Neither refusal ends the call. The message to the tradesperson says plainly what was not given rather than guessing at it.

Staying nameless, under APP 2

1. APP 2 lets you deal with us without a name, or under one you made up, unless that is unworkable or a law says we must know who you are.
2. Nothing on this website asks who you are. No account, no form, no sign-up, no comment box. Read every page including this one and we would not know you had.
3. Email is the one place an address necessarily arrives with the message, and a made-up one is fine by us. A question from an obviously invented address gets the same answer as one from a company domain, and we will not ask who is really behind it.
4. Where the option genuinely runs out is a request to see or fix personal information. To answer that we have to be satisfied you are the person it is about. For somebody writing under a made-up name, the address itself is the only thing we can match on, and we will say so rather than claim a confidence we do not have.
5. On a call, a caller who will not give a name still gets a booking if they leave a number, because a tradesperson can work with that. "Would not say" is a legitimate line in a diary and the design treats it as one.

Stuff we never asked for, under APP 4

1. APP 4 covers personal information that turns up without us asking.
2. Here it arrives as somebody forwarding a voicemail, a screenshot of a message thread, or a photo of a job sheet with a customer's name and street on it, to show us what went wrong.
3. When that lands, we work out within a reasonable time whether APP 3 would have let us collect it in the first place.
4. Where it would not have, and the material is not in a Commonwealth record, we destroy it or strip out who it is about as soon as we practically can, provided that is lawful and sensible.
5. In practice: attachments carrying somebody else's details go out of the inbox, and the substance of the bug gets written down without them.

1. APP 6 governs what may be done with personal information once it is in our hands.
2. It may be used for the job it was collected for. It may be used for a second job only where you would reasonably expect that and the second job is related to the first, or where you agreed to it, or where a specific exception in the Act opens the door.

The whole of what our own pile is used for

1. Reading your email and writing back.
2. Keeping the site up and working out why something broke.
3. Meeting a legal duty where one lands on us.

Three items, and that is the list finished. No analytics use, no marketing use, no research use.

What Andy uses the trade's pile for

1. Answering the call and taking the details down.
2. Reading the diary and offering a time that is genuinely open.
3. Sending the caller the confirmation the tradesperson asked for.
4. Putting the job into the calendar the tradesperson already keeps.
5. Sending the tradesperson the wrap-up of the day.
6. Chasing a fault, using the smallest slice of information that shows the fault.

What never happens, in either pile

1. Nothing gets sold. Not to data brokers, not to advertisers, not as an audience product, and not as part of selling this company unless the duties on this page travel with it.
2. No general model is trained on somebody's callers. Where machine learning makes Andy better at hearing Australian speech, it runs on material stripped of who it was about first, and any trades business can say no to even that.
3. No picture is assembled across businesses. With no shared identifier for a caller, such a picture has nowhere to live.
4. One trade's callers are never used to sell to another trade. No "businesses near you", no coverage maps drawn out of real jobs, no industry report assembled from somebody's customer base.
5. Your correspondence is not used to aim anything at you, because nothing here is aimed at anybody.

Police, courts and regulators

1. Personal information may be handed over where the Act permits it: where an Australian law or a court or tribunal order requires or authorises it, where a permitted general situation under section 16A applies including a serious threat to somebody's life, health or safety, or where an enforcement body reasonably needs it for enforcement work.
2. Where we hand something to an enforcement body we write a note of it, as APP 6.5 requires.
3. Where the material came out of the trade's pile, the trade gets told too unless the law gags us, because it is their customer and they may want to fight the request.
4. Where the law lets us tell the person themselves, we tell them.
5. There is no standing arrangement with any agency and no self-service portal for requests. Lawful process is required. A polite email on letterhead is not lawful process.

1. APP 7 puts limits on using personal information to market at people.
2. The Spam Act 2003 (Cth) sits on top of that for anything sent by email, SMS or instant message, and it is strict. It wants consent, the sender named accurately, and an unsubscribe that stays alive at least 30 days and is acted on inside 5 working days.
3. The Do Not Call Register Act 2006 (Cth) covers cold telemarketing, which we do not do.

Where we stand

1. There is no marketing list, and nothing bulk goes out under this company name.
2. Writing to the mailbox does not put you on anything. Worth saying flatly, because quietly counting an inbound question as consent is the usual way a small company builds a list it was never given.
3. If that ever changes it will be opt in. The consent gets recorded with a timestamp and the exact wording somebody agreed to, every message names ANDY AI PTY LTD as sender, and the first one says where the address came from.

A confirmation text is not marketing

1. A caller gets a confirmation text and a tradesperson gets an end-of-day wrap-up.
2. Neither is a commercial electronic message under the Spam Act, because neither offers to supply a thing. Each one is what somebody rang up wanting.
3. Nothing promotional is stapled to either. That staple is the exact point at which a useful message turns into marketing and the consent question comes back.

Marketing at a caller is off the table

1. Somebody who rang a plumber has no relationship with this company at all.
2. They are never marketed to, their number never goes to anybody who would, and the call is never treated as a lead.
3. Andy is not a customer-acquisition channel for us. A version of it that became one would have stopped being the product this site describes.

Making it stop

1. The only control that matters is the one you already hold. Tell us to stop writing to you and we stop, permanently.
2. We keep the smallest note that will make that instruction stick, because a suppression you delete is a suppression that fails.

The quickest way to keep a supplier list honest is to name every supplier that could touch personal information rather than gesture at trusted partners. The table below is the complete list as at the effective date.

What is deliberately missing from that table

1. Nobody doing analytics, advertising, customer relationship management, support ticketing, newsletters, payments or artificial intelligence appears in it.
2. Each of those becomes a row on the day it becomes true, and the row goes in before the thing is switched on rather than afterwards.

The rule that governs that table

1. Call handling reaches further than a website does. It takes telephony to carry the call, speech processing to turn audio into words, a language model to hold the conversation, and a cloud provider to run the rest.
2. No supplier gets near call handling until it is a row in the table above, naming what it can reach and where it sits. The row goes in first and the supplier starts second, which is the only order that makes a supplier list worth reading.
3. Each row also marks whether that supplier processes inside Australia. For call audio that is a question a trades business will reasonably want settled before signing anything.

Sending it overseas, under APP 8

1. APP 8 governs handing personal information to somebody outside Australia.
2. Section 16C of the Act makes us wear what they do with it. If an overseas recipient we disclosed to does something that would have broken the Australian Privacy Principles, the Act treats that act as ours and we answer for it.
3. We treat section 16C as the operating rule rather than hunting for the exceptions, which is why the list of overseas recipients is short and named.
4. Before anything goes overseas we take reasonable steps to see that the recipient will not breach the principles, mainly by contract. Those contracts are the data processing terms each provider publishes, binding them to act on our instructions, keep it secure, help with requests from individuals, and tell us about a breach.
5. We do not lean on the APP 8.2(a) exception for countries with substantially similar laws. Judging that country by country is not a call we are qualified to make, and getting it wrong would shift the risk onto you.
6. The countries where personal information may sit or be reached from are the ones in the supplier table above. That table is the authoritative list, and it moves when a provider moves.

Anybody else

1. Professional advisers. An accountant or a solicitor, bound by their own professional duties, where a matter genuinely calls for it.
2. Regulators and courts, on the terms in section 8 above.
3. A buyer of the business. If this company is ever sold, personal information may move with it. Where we were minding the trade's pile, the six clauses in section 3 travel with the information, and the trade is told before the transfer rather than after.
4. Beyond those, nobody. There are no affiliates, no group companies, no resellers and no partners.

1. APP 9 stops an organisation adopting, using or disclosing a government related identifier. Tax file number, Medicare number, driver licence number and passport number all count.
2. We collect none of them. There is no reason to. Nothing we operate runs an age check or an identity check that would want one, and no field anywhere in it is meant to hold one.
3. Send us one anyway, say by attaching a photo of a licence to an email, and it is handled as unsolicited material under APP 4 above and destroyed.
4. This is a live problem for anything that answers a telephone, because callers volunteer things nobody asked for. Somebody reading out a Medicare number to prove who they are, or quoting a licence number to explain a job, is not far-fetched at all.
5. Andy never prompts for any of it, never indexes it, and the transcript rules treat that whole class as material to strip rather than keep.

Keeping it accurate, under APP 10

1. APP 10 wants what we collect to be accurate, current and complete, and wants anything we use or hand on to be relevant as well.
2. Nearly everything held today is something a person chose to type at us, so it is accurate in the narrow sense that it faithfully records what they sent.
3. What goes stale is the address itself, because people change jobs and shut accounts. We do not periodically re-check addresses, since that would mean writing to people who had finished dealing with us.
4. Accuracy is a much harder problem for something answering a phone, which is why it sits here rather than buried under automated decisions. A transcript records what was heard, and what was heard is not always what was said.
5. The design answers to that are: the tradesperson sees the caller's own words and not only a tidy summary; the confirmation text gives a caller the chance to catch a wrong number before anybody drives anywhere; and a caller who says the street is wrong gets it fixed rather than argued with.
6. The remedy you actually hold is the correction right under APP 13, in section 14 below. It is free and you may use it whenever you like.

Keeping it locked up, under APP 11

1. APP 11 wants reasonable steps taken to guard personal information against misuse, interference and loss, and against being reached, altered or handed out by somebody who should not, and it wants the information destroyed or stripped once nothing lawful is left to do with it.
2. Every connection to this site runs over HTTPS only, and mail to the published address rides over TLS wherever the sending server offers it.
3. Stored data is encrypted where it sits, by the platform underneath it.
4. Every admin account carries multi-factor authentication. Today that means the domain registration, the mailbox and the hosting account, and there is no fourth one to forget.
5. Access runs on need-to-know. The number of people who can open the mailbox is small and it gets reviewed whenever somebody joins or leaves.
6. There is very little surface to defend on the website itself: a set of static files, one mailbox and two supplier accounts, with no application and no admin console behind these pages.
7. The most dependable control available at this size is not holding the stuff at all, which is why the tables in sections 4 and 5 are as short as they are.
8. No system is perfectly secure, and anybody telling you otherwise is either mistaken or selling. The seven points above are the whole of what is in place, written out so you can judge them instead of taking them on trust.

The five that call audio runs under

Call audio and transcripts are a different class of risk from an inbox, and the seven points above are not enough on their own. These five sit under call handling specifically.

1. Audio and transcripts encrypted on the wire and where they sit, with the keys kept apart from the data.
2. One trades business's material walled off from another's by the system itself, not by a query that remembers to filter.
3. A deletion job that runs on schedule without anybody remembering to start it, because a retention promise leaning on a person is not a control.
4. A log of every occasion somebody here opens a call, with the reason written next to it.
5. The design reviewed by somebody who does not work here.
6. Each of those five is a condition of handling call audio at all. None of them is an improvement to be bolted on once the thing is busy.

1. APP 11.2 makes us destroy personal information, or strip out who it is about, once nothing the Australian Privacy Principles allow is left to do with it, unless it sits in a Commonwealth record or a law makes us keep it.
2. So retention is not a matter of taste. A period longer than the purpose is a breach, not a filing habit.

What deleted actually means here

1. Gone from the live system straight away.
2. Gone from backups as those backups age out on their own rotation, rather than being surgically picked apart.
3. That is the honest position for a company this size. The other claim, that one record can be plucked out of every historical backup on demand, is usually untrue when a small company makes it.
4. A record sitting in a cold backup is not used, not searched and not handed to anybody. It goes when the backup goes.

1. APP 12 gives you the right to ask for a look at the personal information we hold about you.
2. APP 13 gives you the right to make us put it right.
3. Both are free, and access and correction are dealt with here together because most people want them in the same message.

How to ask

1. Write to [email protected] with Privacy request in the subject line.
2. Say what you want and give us enough to find it.
3. Where the only thing we hold about you is correspondence, the address you wrote from is the whole of what we can match on.
4. If your request is about a call you made to a trades business, read section 3 first, because that request belongs with the trade rather than with us.

Proving it is you

1. We have to be satisfied you are the person the information is about, or someone properly authorised to act for them.
2. Where a request touches an account, the email address on the account is what we verify against.
3. Where it touches only an email address, holding that address is all we can verify, and we will say so rather than claim more certainty than we have.
4. You will not be asked to send identity documents.

Timing and money

1. You get an answer inside 30 days.
2. Looking is free. Asking is free. Correction is free.
3. If handing it over in some particular shape costs real money, such as a bulk export in an unusual format, you get told the charge before the work starts and it will not be a rort.

When we are allowed to say no

1. The Act sets out the grounds and they are narrower than people expect.
2. They take in cases where handing it over would tread unreasonably on somebody else's privacy, where the request is frivolous or vexatious, where the material belongs to legal proceedings running or expected and would not be discoverable, and where handing it over would be unlawful.
3. If we refuse, in whole or in part, you get written reasons, the ground we are relying on, and how to complain about it.
4. Where part of it can be handed over, or handed over some other way that still meets your need, that gets offered instead of a flat no.

Correction

1. Where something is wrong, out of date, half-finished, off the point or misleading, we fix it.
2. Where it had already gone to somebody else and you ask us to tell them about the fix, we take reasonable steps to do that unless it is unworkable or unlawful.
3. Where we refuse to correct, you can make us attach your statement to the record saying you consider it wrong, and we take reasonable steps to put that statement in front of anybody who looks at the record later.
4. That last right gets overlooked constantly and it is worth knowing you have it.

Wiping gets its own section because people ask for it far more often than for anything else, and because the answer turns on which of the two piles the material is in.

Out of our pile

1. Write to [email protected] with Delete my data in the subject line.
2. For most people that means the correspondence we hold from you, which is very likely the whole of it.
3. We delete your data inside 30 days and write back to say it is done.
4. No charge, no form, and no requirement to explain yourself.
5. What survives is the smallest note that the deletion happened, plus the fact of any instruction not to contact you again, because keeping that note is the only way to honour it.
6. Anything with a tax character stays for the period in the table in section 13, and we do not get a choice about that one.

Out of the trade's pile

1. If the request is about a call to a trades business, the instruction has to come from that business. Ask them.
2. One message from them, same day, and we move on it.
3. If they refuse or go quiet, write to us anyway. We will tell you what we are holding that touches your call and put the request to them ourselves.
4. We will not wipe a business's customer record on the word of a person we cannot identify.

When a trade walks away entirely

1. If a trades business stops using Andy, everything of theirs goes: the account, the call details, any audio, the fault traces tied to it.
2. Inside 30 days of the arrangement ending, confirmed in writing.
3. No stripped-down copy is kept as a training asset. That quiet exception is written into a great deal of this industry's paperwork and it is not going into ours.

1. Neither this website nor Andy is aimed at children, and neither is built to appeal to one. It is a tool for people who own vans.
2. The Privacy Act does not fix an age at which somebody can consent for themselves.
3. OAIC guidance is to weigh capacity person by person where that is workable, and to presume as a general rule that somebody aged 15 or over has it unless something suggests otherwise. We work to that presumption.
4. The Privacy and Other Legislation Amendment Act 2024 (Cth) provides for a Children's Online Privacy Code, to be written by the Information Commissioner and to cover services children are likely to use. We will comply with that Code as it applies to us once it is registered and in force, and we are not going to guess its terms early and print a paragraph that turns out wrong.

The case that would actually come up

1. A child answering the phone, or ringing a plumber because a parent asked them to.
2. Andy does not ask a caller's age. Asking would be worse than not asking, because it would mean collecting a fresh category of information about every caller in order to protect a rare one.
3. It takes the same four ordinary details it takes from anybody, which is the smallest thing that makes a booking work, and hands them to the tradesperson to sort out with the household.

If a child's details have reached us

1. Write to [email protected].
2. We wipe it without making you prove a legal relationship beyond what it takes to be satisfied the request is genuine, and we write back when it is done.

1. The Privacy and Other Legislation Amendment Act 2024 (Cth) adds a duty to disclose, in a privacy policy, the kinds of personal information fed into substantially automated decisions that significantly affect somebody's rights or interests, along with the kinds of decisions made that way.
2. That duty starts on 10 December 2026. This section is written ahead of the date rather than on it.
3. Nothing this company runs makes a decision that clears the statutory bar, and the two lists below set out exactly what it does decide and why none of it gets near that line.

What Andy decides, and what it does not

1. Andy decides things, and honesty means naming which. Which two times to offer. Whether a call sounds urgent enough to push straight through to the tradesperson. How to boil down what a caller said.
2. Every one of those is a judgement, and a judgement can land wrong.
3. None of them clears the statutory bar of significantly affecting somebody's rights or interests. Nothing here decides whether a person gets credit, a job, a benefit, a house, insurance or a legal entitlement.
4. The worst a wrong call produces is a booking at an awkward hour or a message that undersells a leak, and both get fixed by a person picking up a phone.

The commitments that ride along with that

1. A caller can always ask for a person, and asking stops the automated part of the call.
2. The tradesperson sees the caller's own words rather than only Andy's summary, so a bad summary can be caught before anybody drives out.
3. The urgency judgement is stored beside the call, so a trades business can audit how often it went wrong and in which direction.
4. No caller is ever turned down for a booking by the software on the basis of anything about them. There is no scoring of callers and we will not add one.
5. If any of that changes, this section is where it gets described, and it gets described before the processing starts rather than after.

1. Part IIIC of the Privacy Act sets up the Notifiable Data Breaches scheme.
2. It bites on an eligible data breach: personal information reached or handed out by somebody who should not have it, or lost, where a reasonable person would say that is likely to cause serious harm to somebody it is about, and where nothing done since has headed that risk off.

The order we work in

1. Shut it. Cut off the access, kill the credential, pull the component offline if that is what it takes.
2. Size it up. Where an eligible data breach looks possible, we run a reasonable and quick assessment and finish it inside 30 days of first having grounds to suspect, which is the window section 26WH allows.
3. Fix it. If what we have done means serious harm is no longer likely, the breach is not notifiable and we write down why we reached that view.
4. Report it. If it is an eligible data breach we prepare a statement for the Commissioner and get it to the OAIC as soon as practicable. The OAIC is at GPO Box 5218, Sydney NSW 2001, on 1300 363 992, at oaic.gov.au.
5. Tell the people. Then we notify whoever is affected, or where that cannot be done, publish the statement here and take reasonable steps to push it in front of them.

What lands in your inbox if it happens

1. Who we are and how to reach us.
2. What happened.
3. Which kinds of information were caught up in it.
4. What we reckon you should do about it.
5. It will not be padded out with reassurance nobody has earned, and it will say plainly what we do not yet know.

If you think something has leaked

1. Write to [email protected] with Security in the subject line.
2. We would rather chase a false alarm than sleep through a real one, and a report made in good faith is never treated as hostile.

1. A statutory tort of serious invasion of privacy started on 10 June 2025, under Schedule 2 to the Privacy and Other Legislation Amendment Act 2024.
2. It lets a person sue for intrusion upon seclusion, or for misuse of information about them.
3. The invasion has to have been deliberate or reckless, somebody in the plaintiff's shoes has to have had a reasonable expectation of privacy, and the invasion has to be serious.
4. That is a right you hold against anybody, this company included, and it stands on its own feet apart from the complaint route in section 21.
5. It is printed here because most privacy policies leave it out, and a right nobody told you about is not much of a right.

1. Nothing here writes a cookie, counts visitors, carries advertising or throws a consent dialogue in your way. The cookie notice works through all of that, banner included.
2. Two things do genuinely travel further than this page. The first is the request for the page, which reaches the host and lands in its log.
3. The second is the request for the type the pages are set in, which goes to Google's font servers and shows them the address your connection is using along with your browser string.
4. Both are named in the cookie notice, and the second one is a real trade-off that gets argued out there rather than waved past.
5. Nothing here writes to your browser's local storage or session storage either. Worth stating, because "no cookies" has turned into a phrase people use while stashing an identifier by some other means.

First, tell us

1. Write to [email protected] with Privacy complaint in the subject line.
2. Set out what happened and what you want done about it.
3. You hear back inside 5 business days confirming it has landed with a person.
4. The worked-through answer follows inside 30 days.
5. If it is going to run longer than that, you get told why and given a date, rather than silence.

Then, the Commissioner

1. Not satisfied with the answer, or 30 days went by without one? Take it to the Office of the Australian Information Commissioner.
2. The OAIC sits at GPO Box 5218, Sydney NSW 2001, takes calls on 1300 363 992, and is online at oaic.gov.au.
3. Complaining to them costs you nothing, you can do it on your own, and you do not need us to agree to it.
4. They will generally want to see that you raised it with us first and gave us a month, though they can take a complaint without that where the circumstances warrant.

Two things we will not do

1. We will not make you sign a non-disclosure agreement as the price of dealing with a privacy complaint.
2. We will not treat making one as a breach of our terms of use.

1. This page is written to Australian law because that is the law binding this company.
2. Rights may exist where you live that this page does not name, and we do not want silence read as a refusal.
3. Where the General Data Protection Regulation or the UK version of it reaches what we do, you hold the usual set: getting a copy, having it fixed, having it erased, having it frozen, taking it elsewhere, and objecting to it. You may also complain to the supervisory authority in your own country.
4. Where consent is what we relied on, you may pull it back whenever you like, and doing so does not unpick what was lawful before you did.
5. Send any of that to [email protected] and name the law you are leaning on, so the right clock gets started. A GDPR request is answered inside one month.
6. Under the California Consumer Privacy Act as amended you may ask what is held, have it corrected, have it deleted, and opt out where a business sells or trades personal information for advertising. This company does neither of those last two. There is no advertising anywhere on this site and none inside Andy, so there is nothing for that opt-out to switch off. A Global Privacy Control signal from your browser is respected.
7. Somewhere else again? If a right exists where you live and you point us at it, the request gets dealt with on its merits rather than on whether we could technically have ignored it.

1. This page will change. When it does, the effective date and the version number printed at the head of it change with it.
2. The supplier table in section 10 is the row most likely to move, and the rule above it is the one that governs the move: the row goes in before the supplier starts, not after.
3. A change to what is collected, or to how long it is kept, is exactly the sort of change that has to be visible on the face of this page rather than absorbed quietly into it.
4. Where a change cuts your rights back or widens what gets collected, you get notice before it takes effect: a note pinned to the head of this page for at least 30 days, and a message straight to customers.
5. No material change gets applied backwards, and we will not treat you continuing to read a website that asks nothing of you as agreement to anything.
6. Old versions are not published as separate pages, but they are kept. Ask what this page said on a given date and we will send you that version.

Every privacy matter lands at one address, and the subject line does all the sorting.

1. Email: [email protected].
2. The company: ANDY AI PTY LTD, ACN 697 510 562, ABN 72 697 510 562, a proprietary company in South Australia.
3. No postal address is printed on this website. To serve a document, use the registered office held against ACN 697 510 562 by the Australian Securities and Investments Commission. That is the address with legal effect, and a second one printed here would not have it.
4. Would rather skip us entirely? Go straight to the Office of the Australian Information Commissioner at GPO Box 5218, Sydney NSW 2001, on 1300 363 992, or at oaic.gov.au.