Privacy Policy
Last updated: 29 October 2026
This policy explains how Telephonesonline handles personal information: what we collect, why, who we share it with, and how you can see or correct what we hold about you.
Who we are
Telephonesonline is the trading name of TelephonesOnline Pty Ltd as trustee for the Telbrin Trust (ABN 73 088 972 303), 78 Scanlon Drive, Epping VIC 3076. We supply business phone systems, phone lines, internet and Telonline AI Reception.
Privacy questions and requests: [email protected] or 1300 088 088.
What we collect and how
When you enquire. Our website forms collect your name, business name, email, phone number and message. If you call or email us, we keep what you tell us. You can make a general enquiry without giving your name, but we need contact details to reply or quote.
Where you came from. When you arrive from an ad or a search, we note which one: the Google click ID and the campaign tags in the web address. This is kept in your browser for 90 days and sent to us with your enquiry if you make one, so we know which ads bring enquiries. It does not identify you unless you enquire.
Website analytics and ads. If you accept cookies, we use Google Analytics and Google Ads to count page visits, taps on our phone number and email links, and enquiries. When you enquire after accepting, Google Ads may receive a scrambled (hashed) copy of your email address or phone number to match the enquiry to an ad. If you decline, none of this runs.
Server logs. Our web server records each page request, including your IP address and browser type. We use this to keep the site secure and working.
Clients. For our clients we hold contact, billing and account details, service records and support history. Client portal users have a login: name, email address and a record of logins. Administrators confirm their login with a code sent by email and can choose to trust their browser for 30 days.
Callers to businesses using AI Reception. When AI Reception answers a call for one of our clients, we handle the caller’s phone number, what they say during the call, a recording and transcript of the part of the call with the AI, and any message taken (name, number and reason for calling). Every call starts by telling the caller they are speaking with an AI assistant and that the call may be recorded. We handle this information for our client, to deliver the service to them. Callers may mention health matters, for example when calling a clinic. We treat that as health information.
Why we use it
- To reply to enquiries, quote, and supply and support our services.
- To deliver AI Reception: answer calls, put callers through, and send messages to our client’s staff.
- To bill clients and manage accounts.
- To understand which ads and pages bring enquiries, and improve our website and advertising.
- To keep our systems secure.
- To tell clients about changes to their services. If we send you anything promotional, you can opt out at any time.
We do not sell personal information. We do not use callers’ call content to train or test AI systems.
Who we share it with
- Our clients: callers’ messages, recordings, transcripts and call details go to the business the caller rang, and to the staff that business chooses.
- URL Networks: the carrier platform our hosted phone system and AI Reception run on. If call recording is switched on for a client’s phone service, that recording is kept under the phone service.
- Google: analytics and ad measurement, only if you accept cookies.
- Cloudflare: carries traffic to our website and the client portal, and protects them from attack.
- BCSE Engineering: our email provider. Enquiry notifications and AI Reception message emails pass through their mail server.
- Anyone we are required or authorised by law to give it to.
As a telecommunications provider we are also bound by Part 13 of the Telecommunications Act 1997 (Cth), which limits how we may use and disclose information about communications and the people who make them.
Information handled outside Australia
Our website and AI Reception run on servers in Australia: Sydney and Melbourne. Some information is handled by service providers based in the United States:
- Google: analytics and ad data, if you accept cookies.
- Cloudflare: website and portal traffic. Cloudflare runs a worldwide network, so traffic may pass through other countries.
- BCSE Engineering: email, including enquiry notifications and AI Reception messages.
We use these providers under their standard data protection terms, or a written agreement on confidentiality, and remain responsible for how they handle your information.
Cookies and your choices
Our cookie banner lets you accept or decline analytics and advertising cookies. If you decline, Google Analytics and Google Ads do not run. We still note which ad or search brought you to the site, kept only in your browser and sent to us only if you enquire. You can change your choice at any time with “Cookie settings” at the bottom of every page.
How long we keep it
| Information | How long |
|---|---|
| Enquiries | 2 years from our last contact, unless you become a client |
| Client records | For the life of the account, then as tax and business law requires |
| Ad source in your browser | 90 days |
| Web server logs | 30 days. Our own website reports keep no full IP addresses. |
| AI Reception call details, recordings, transcripts and messages | The period our client chooses in the portal, from 7 days to 24 months, then deleted |
| AI Reception caller records (number and name, to recognise repeat callers) | 12 months after the caller’s last call, or less if our client chooses |
When information is no longer needed, we delete it or remove anything that identifies you.
Keeping it secure
AI Reception’s speech recognition, AI and caller records run on equipment we control in Melbourne. Access to our systems is limited to people who need it, and our staff see calls only to run and support the service. If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner.
Seeing and correcting your information
Ask us at [email protected] for a copy of the information we hold about you, or for it to be corrected. We will reply within 30 days. There is no charge to ask. If we cannot give you access or make a correction, we will tell you why.
If you called a business that uses AI Reception, you can ask that business or us. We will work with them to answer you.
Complaints
Contact us first at [email protected]. We will respond within 30 days. If you are not satisfied, you can complain to:
- the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992; or
- for complaints about a telecommunications service, the Telecommunications Industry Ombudsman: tio.com.au.
Changes
We will update this policy when our practices change and show the date at the top.