Privacy Policy

Primidy Services

Last updated: 30 April 2026

Primidy Services respects your privacy and is committed to protecting personal information.

This Privacy Policy explains how we collect, use, store, disclose, protect, and manage personal information in connection with our website, AI receptionist services, call handling services, automation services, onboarding processes, and related business operations.

1. About This Policy

In this Privacy Policy:

“we”, “us” and “our” refer to Primidy Services.

“you” and “your” refer to clients, prospective clients, website visitors, callers, customers, business contacts, staff, contractors, and any other person whose personal information we may collect.

“Personal information” has the meaning given under the Privacy Act 1988 (Cth) and generally means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

2. Australian Privacy Principles

Primidy Services aims to manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where applicable.

This policy explains:

The types of personal information we collect

How we collect it

Why we collect it

How we use and disclose it

How we protect it

How you can access or correct it

How you can make a privacy complaint

3. Scope of This Policy

This Privacy Policy applies to information collected through:

Our website

Online forms

Phone calls

AI receptionist interactions

SMS, email, and other communications

Client onboarding forms

Payment and invoicing processes

Calendar and booking systems

CRM and workflow systems

Integrated third-party platforms

Support requests

Sales enquiries

It may apply to information about:

Clients

Prospective clients

Callers

Customers of our clients

Website visitors

Suppliers

Contractors

Staff or representatives of businesses we deal with

4. Types of Personal Information We Collect

We may collect the following types of information.

4.1 Identity and Contact Information

This may include:

Full name

Business name

Job title

Phone number

Email address

Postal address

Billing address

Business address

Website details

Social media or business profile details

4.2 Business Information

This may include:

Business type

Industry

Services offered

Trading hours

Service areas

Staff details

Booking rules

Customer handling preferences

Frequently asked questions

Pricing information supplied by the client

Internal processes relevant to service setup

Escalation instructions

Emergency contact preferences

Appointment availability

Information needed to configure the AI receptionist

4.3 Call and Communication Information

This may include:

Call recordings

Call transcripts

Call summaries

Caller phone numbers

Caller names

Caller enquiries

Appointment requests

Booking details

SMS messages

Email messages

Voicemail information

Internal notes

Support communications

Customer service history

Lead or enquiry status

4.4 AI Interaction Information

This may include:

Prompts

AI instructions

AI-generated responses

Conversation logs

Transcripts

Call quality data

Intent detection

Automated workflow activity

Booking or lead qualification outputs

Error logs

System performance information

AI training or improvement notes

Information used to refine the AI receptionist

4.5 Technical and Website Information

When you use our website, we may collect:

IP address

Browser type

Device type

Operating system

Pages visited

Time spent on pages

Referral sources

Click behaviour

Cookies and tracking information

Analytics information

General location information

Website interaction data

4.6 Billing and Payment Information

This may include:

Invoice details

Payment status

Subscription details

Transaction references

Payment method type

Billing contact details

Purchase history

Plan or package selected

We generally do not store full credit card details ourselves. Payment information may be handled by third-party payment processors.

5. Sensitive Information

We do not intentionally collect sensitive information unless it is necessary for providing the Services or is voluntarily provided during a call, form, or communication.

Sensitive information may include health information, financial information, legal information, or other information requiring extra protection.

If the Client operates in a sensitive or regulated industry, the Client is responsible for ensuring appropriate consent, disclosure, and compliance measures are in place before using the Services.

6. How We Collect Personal Information

We may collect personal information:

Directly from you

Through our website

Through online forms

During phone calls

Through AI receptionist interactions

Through SMS, email, or chat

During onboarding

Through invoices and payment links

Through booking systems

Through CRM or automation systems

From publicly available sources, such as business websites

From third-party platforms you connect or authorise

From service providers assisting us to deliver the Services

Where reasonable and practical, we collect personal information directly from the person it relates to.

However, because our Services may answer calls and collect information on behalf of clients, we may also receive personal information from callers, customers, leads, staff, or third-party systems.

7. Why We Collect Personal Information

We collect, hold, use, and disclose personal information for purposes including:

Providing AI receptionist services

Answering calls

Handling customer enquiries

Booking appointments

Capturing leads

Sending call summaries

Sending notifications to clients

Setting up client accounts

Configuring workflows and automations

Connecting calendars or third-party systems

Improving AI performance

Training and quality assurance

Troubleshooting and support

Billing and invoicing

Managing subscriptions

Communicating with clients

Responding to enquiries

Managing disputes

Preventing fraud and misuse

Maintaining security

Complying with legal obligations

Improving our website and services

Marketing our services where permitted

Developing new features or service improvements

8. AI Processing

By using or interacting with our Services, you acknowledge that information may be processed by AI systems.

AI processing may be used to:

Understand caller intent

Generate responses

Ask follow-up questions

Capture customer details

Summarise calls

Create transcripts

Determine booking requirements

Trigger workflows

Improve service quality

Monitor performance

Detect issues or misuse

AI-generated outputs may not always be accurate, complete, or appropriate.

Where important decisions are involved, human review is recommended.

9. Call Recording and Transcription

Calls may be recorded, transcribed, summarised, analysed, or reviewed for:

Delivering the Services

Quality assurance

Training

Troubleshooting

Record keeping

Dispute resolution

Improving AI performance

Confirming booking or enquiry details

Clients are responsible for ensuring appropriate notices and consents are provided to callers where required.

Recommended notice:

“This call may be recorded and processed using AI for quality, training, and service purposes.”

10. Cookies and Tracking Technologies

Our website may use cookies, pixels, tags, analytics tools, tracking technologies, and similar tools.

These may be used to:

Improve website functionality

Understand visitor behaviour

Measure marketing performance

Remember preferences

Analyse traffic

Improve user experience

Support advertising or remarketing

You can manage cookies through your browser settings.

Disabling cookies may affect website functionality.

11. Direct Marketing

We may use your contact information to send marketing communications about our services where permitted by law.

You may opt out of marketing communications at any time by:

Clicking an unsubscribe link

Replying with an opt-out request

Contacting us directly

We will not sell your personal information to third parties.

12. Disclosure of Personal Information

We may disclose personal information to:

Technology service providers

AI service providers

Voice and telephony providers

SMS and email providers

CRM providers

Calendar and booking platforms

Cloud hosting providers

Payment processors

Data storage providers

Analytics providers

Contractors and support staff

Professional advisers

Legal, accounting, or insurance advisers

Government agencies or regulators where required

Third parties authorised by you

Our related entities or business partners where necessary

We disclose information only where reasonably necessary for our business, to provide the Services, comply with law, protect rights, or with consent.

13. Overseas Disclosure

Some third-party providers may store or process data outside Australia.

This may include cloud hosting, AI processing, analytics, communication, payment, or support providers.

Where personal information is disclosed overseas, we take reasonable steps to ensure the information is handled securely and consistently with applicable privacy obligations.

However, overseas providers may be subject to laws in their own jurisdictions.

14. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Security measures may include:

Access controls

Password protection

Secure third-party platforms

Limited staff access

Data minimisation

Monitoring and logging

Administrative safeguards

Secure payment processing

Use of reputable providers

However, no online system, AI system, telecommunications system, or cloud platform can be guaranteed as completely secure.

15. Data Retention

We retain personal information for as long as reasonably necessary for:

Providing the Services

Maintaining business records

Legal compliance

Accounting and tax purposes

Dispute resolution

Security and fraud prevention

Backup and recovery

Service improvement

When information is no longer required, we may delete, de-identify, archive, or securely destroy it, subject to legal and operational requirements.

16. Client Data Responsibilities

Where we process information on behalf of a Client, the Client is responsible for:

Ensuring the information was collected lawfully

Providing required notices to End Users

Obtaining required consents

Ensuring the information supplied to us is accurate

Handling privacy requests from its customers where applicable

Ensuring its own privacy policy reflects use of AI, call recording, and third-party service providers

17. Access to Personal Information

You may request access to personal information we hold about you.

We may require proof of identity before providing access.

We may refuse access where permitted by law, including where access would:

Threaten safety

Unreasonably impact another person’s privacy

Reveal commercially sensitive information

Be frivolous or vexatious

Breach legal obligations

Prejudice enforcement or investigation activities

If we refuse access, we will provide reasons where required by law.

18. Correction of Personal Information

You may request correction of personal information if you believe it is inaccurate, incomplete, out of date, irrelevant, or misleading.

We will take reasonable steps to correct information where appropriate.

19. Deletion Requests

You may request deletion of personal information.

We will consider deletion requests subject to:

Legal obligations

Contractual obligations

Accounting and tax requirements

Dispute or enforcement needs

Backup systems

Technical feasibility

Security obligations

Third-party platform limitations

20. Privacy Complaints

If you have a privacy complaint, please contact us using the details below.

We will aim to:

Acknowledge your complaint within a reasonable time

Investigate the issue

Respond with an outcome

Take corrective action where appropriate

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

21. Third-Party Websites

Our website or communications may contain links to third-party websites.

We are not responsible for the privacy practices, content, or security of third-party websites.

22. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will be available on our website.

Continued use of our website or Services after changes are published indicates acceptance of the updated policy.

23. Contact

For privacy enquiries, access requests, correction requests, or complaints, contact:

Primidy Services
Email: [email protected]
Phone:
ABN: 27 895 612 044