Waypoint Software Pty Ltd (ACN 695 352 295) ("we", "us", or "our") operates the Handled mobile application and associated services (collectively, the "Service"). This Privacy Policy explains how we collect, use, disclose, retain, and delete your personal information, and how you can exercise your rights over that data.
By downloading, installing, or using the Handled app, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use the Service.
This policy is designed to meet the requirements of the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles, as well as the disclosure requirements of Apple's App Store Review Guidelines.
Are you someone who called a business that uses Handled? We have a separate, plain-language notice written specifically for you: Caller Privacy Notice →
We collect the following categories of personal information when you use Handled:
We collect personal information through the following means:
Most information is collected directly through the app — when you create or update your account, configure your settings, review leads, manage bookings, or interact with any app feature.
When a customer calls your Handled number, our AI secretary conducts a conversation on your behalf. Personal information about both you and the caller is captured automatically during this process, including call audio, transcripts, and structured job details.
Our backend systems automatically collect data through integrations with our service providers — including ElevenLabs (voice AI), Twilio (call routing), and Firebase (push notifications). This includes call metadata, AI-generated transcripts, and notification delivery receipts.
We automatically receive certain technical information from your device when you use the app, including device type, operating system version, and crash or error logs.
When you contact our support team via email or through our website support form, we collect the information you provide in that correspondence.
We use the information we collect to:
We do not sell your personal information to third parties. We do not use your data for targeted advertising.
To deliver the Handled Service, we share certain data with trusted third-party providers. Each provider is bound by its own privacy policy and data processing agreements. Even where these providers are not embedded as iOS SDKs, they receive and process your data as part of how we operate.
We may also disclose your information to law enforcement or regulatory bodies where required by law, or to protect the rights, property, or safety of Waypoint Software, our users, or the public.
Some of our third-party providers process data outside of Australia. Where we are aware of the specific jurisdictions involved, they include:
By using the Service, you consent to your personal information being transferred to and processed in these countries, which may not have equivalent data protection laws to Australia.
We take reasonable steps to ensure that all overseas providers handle your data with at least the same standard of care as required by the Australian Privacy Act.
We retain your personal information for as long as your account is active or as necessary to provide the Service. Specific retention periods are as follows:
We may retain certain data for longer periods where required by law or to resolve disputes.
Under the Australian Privacy Act and as a matter of our commitment to your privacy, you have the right to:
You may request deletion of your account and all associated personal data at any time. To do so:
We will process your deletion request within 30 days. After deletion, your account data will be permanently removed from our active systems. Certain anonymised or aggregated data may be retained as described in Section 7.
Note on call recordings: Because call recordings may also contain the personal information of third parties (your customers), we handle deletion requests with care to balance all parties' interests. In all cases, recordings are fully deleted within 90 days.
To exercise any of your rights or for any privacy-related enquiry, contact us at:
Waypoint Software Pty Ltd
Email: hello@simplyhandled.app
If you believe we have handled your personal information in a way that breaches this Privacy Policy or the Australian Privacy Act 1988 (Cth), you may make a privacy complaint to us.
When we receive a privacy complaint, we will:
If your complaint is upheld, we will take reasonable steps to remedy the situation — which may include correcting or deleting data, updating our processes, or providing a written explanation.
If you are not satisfied with our response, or if we fail to respond within 30 days, you have the right to escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Handled operates as your AI secretary — when a customer calls your Handled number, the Service collects and processes that caller's personal information on your behalf. This means you are acting as a data controller in relation to your customers' information, and you have independent legal obligations.
You must use Handled only for lawful purposes and in compliance with all applicable laws, including the Australian Privacy Act 1988 (Cth), relevant state-based surveillance and listening device legislation, and any industry-specific regulations that apply to your business.
In most Australian jurisdictions, you must notify callers that a conversation may be recorded, or obtain their consent before recording begins. By using Handled, your customers' calls will be answered and recorded by an AI system. It is your responsibility to ensure callers are appropriately informed.
Where your jurisdiction requires explicit consent before recording or processing a caller's personal information, you are responsible for obtaining that consent before directing customers to call your Handled number. We are not responsible for any failure to obtain required consents.
You are responsible for ensuring that personal information you enter about yourself, your business, or your customers within the Service is accurate and kept up to date.
Disclaimer: Waypoint Software Pty Ltd is not liable for any breach of privacy law or other legal obligation that arises from your use of the Service in a manner inconsistent with these responsibilities or with applicable law.
We take reasonable technical and organisational measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction. These measures include encryption of data in transit (TLS), restricted access controls, and secure cloud infrastructure.
However, no method of transmission over the internet or method of electronic storage is completely secure. We cannot guarantee absolute security of your data.
Handled is not directed at or intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a minor, please contact us immediately and we will take steps to delete that information.
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the features we offer. When we make material changes, we will notify you via the app or by email. The "Last updated" date at the top of this page will always reflect the most recent revision.
Continued use of the Service after a policy update constitutes your acceptance of the revised policy.
If you have any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact us:
Waypoint Software Pty Ltd
ACN 695 352 295
Email: hello@simplyhandled.app
Support: simplyhandled.app/support
You may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.