This notice is for people who called in to a business that uses Handled, or who received a call from us on that business's behalf. It explains, in plain language, what was collected, why, and what your rights are.
Whether you called in or received a call from us, you spoke with an AI assistant called Handled. This assistant is provided by Waypoint Software Pty Ltd (ACN 695 352 295) and operated on behalf of the trades business.
The AI is not a person. It is an automated system that takes or makes calls on behalf of a tradesperson to handle enquiries, confirm bookings, or advise that a job cannot be taken. It cannot make decisions about your job or legally bind the business to any commitment.
The trades business is responsible for how they use your information once it is passed to them. If you have questions about their own privacy practices, please contact that business directly.
During the call, the following types of information may have been collected, depending on what you shared:
We only collect information that you provide voluntarily during the call. You are never required to give information you are not comfortable sharing.
Your call was recorded and automatically converted into a written transcript. This transcript is used to create a structured summary of your enquiry, which is then passed to the tradesperson.
Audio recording: The audio recording of your call is retained for up to 90 days from the date of the call, then permanently deleted from our systems. It is not kept indefinitely.
The transcript and structured job details (your name, contact number, the nature of the job, and any other details you provided) are retained while the tradesperson's account with Handled remains active. If the tradesperson closes their account, this data is deleted within 30 days.
Your information was collected solely to:
Your information is not used for marketing. It is not sold to anyone. It is not used by us for any purpose unrelated to handling your enquiry.
Your information is shared with the following parties:
No other third parties receive your personal information, unless we are required by law to disclose it.
Yes. Parts of the service that processed your call involve providers in the United States — specifically ElevenLabs (voice AI) and Twilio (call routing). Your call audio passes through these systems in real time.
The United States does not have a data protection framework identical to Australia's Privacy Act. However, both ElevenLabs and Twilio operate under their own privacy policies and applicable US data protection standards.
You can read their privacy policies at elevenlabs.io/privacy and twilio.com/legal/privacy.
Even as a caller, you have rights under the Australian Privacy Act in relation to any personal information we hold about you. You can:
To make a request, email us at hello@simplyhandled.app. Please include the phone number you called from and the approximate date and time of the call so we can locate the right record. We will respond within 30 days.
Please note: Your information is primarily held on behalf of the tradesperson. If you would like your information removed from their records, you may also need to contact that business directly.
If you have a concern about how your information was handled during this call, please contact us first. We take privacy seriously and will investigate promptly.
We will acknowledge your complaint within 5 business days and provide a response within 30 days. If you are not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
If you called in and do not wish your call to be recorded, transcribed, or processed by an AI system, you should end the call and contact the tradesperson through an alternative method.
You may be able to reach the tradesperson through:
If you received an outbound call from us and do not wish to be contacted by an automated AI system:
Note: The tradesperson may hold your contact details independently of Handled — for example, because you previously called or messaged them directly. To stop all contact from the business, you would need to contact them directly as well.
We respect your choice. Declining to interact with this service will not affect your ability to engage with the tradesperson through other means.