Privacy policy

How we handle personal information, in plain English.

Last updated: 20 October 2026

This policy explains how Osborne Digitals collects, uses, shares and protects personal information. It follows the structure of the Australian Privacy Principles and covers our website, our website and care plan services, and our AI receptionist services, including callers to our clients' AI receptionists.

1. Who we are

Osborne Digitals is a sole trader business run by Tyson Osborne, ABN 26 384 573 254, based in Melbourne VIC ("we", "us", "our"). We build websites and provide care plans, Google Business Profile services and AI receptionists for tradies and small businesses. Our website is osbornedigitals.com.au. Contact: [email protected].

2. What we collect

Website visitors. Like any website, our hosting provider receives technical information when you visit, such as your IP address, browser type and the pages you request. We don't use analytics or advertising tracking on our website (see section 10). The chat assistant on our website gives automated answers inside your browser. It doesn't send or store what you type.

Enquiries. When you use our contact form or email us, we collect what you send: usually your name, business name, phone number, email address, town or suburb, the service you're interested in and your message.

Customers and clients. When you buy from us or sign up, we collect:

contact and business details: name, business and trading name, ABN, email, phone, business address, opening hours, service area and the services you offer;
content for your website or profiles: logo, photos, files, wording, colours, links to your Google Business Profile and social media pages, and anything else you send us;
AI receptionist setup details: your mobile number, assistant name, greeting, voice choice, emergency and booking preferences, mobile carrier (so we can give you the right call divert codes), and any notes on what your receptionist should or shouldn't say;
access keys for your other systems: if you choose to connect job management software such as ServiceM8, the API key you create for us. We store it encrypted and use it only to connect your AI receptionist;
payment and billing details: what you bought, amounts paid, invoices and subscription status, and your billing address. Card payments are handled by Stripe. We don't see or store your full card details;
change requests, support messages and other correspondence with us;
if you use the AI receptionist owner app: your username and login sessions (passwords are stored only in hashed form), and the availability, job and contact settings you enter.

Callers to our clients' AI receptionists. When someone calls a business that uses our AI receptionist, the call is answered by an AI voice assistant, and the call is recorded and transcribed. We collect the caller's phone number, the call recording, the transcript, an automated call summary, call times and duration, and the details the caller gives, such as their name, suburb or postcode, address, job details, preferred times and whether it's urgent. A caller may also get a text with a secure link to check or complete their details (for example, a street address) and may reply by text. We keep those details and replies too. On our Missed Call Saver plan, a caller can leave a voicemail, which is recorded, and is sent an automatic text.

Job photos. If you choose to add photos of the job when you finalise a booking, we store them securely so the business can quote and bring the right parts.

Our AI receptionist demo. If you call our demo receptionist or try the demo in your browser, we collect the same kinds of call information. For browser demo calls, we also keep a scrambled (hashed) form of your IP address to apply fair-use limits.

We don't ask for sensitive information, such as health information. If a caller mentions it, it may appear in the call recording or transcript.

You can browse our website and ask our chat assistant questions without telling us who you are. To give you a quote or provide a service, we need your contact details.

3. How we collect it

Directly from you: through our website forms (contact, onboarding, AI receptionist setup, Reviews Care setup, change requests and "manage my plan"), by email, by phone and through the owner app.
Through Stripe when you pay at checkout, which passes us your name, business name, email, phone and billing details.
Through calls and texts handled by the AI receptionist service for our clients.
From your Google Business Profile or Facebook page, when you give us manager access so we can set up or look after it for you.
Automatically, as technical information when you use our website.

4. How we use it

To reply to enquiries and prepare quotes.
To build, host and look after your website, Google Business Profile and care plan.
To set up and run your AI receptionist: answering calls, taking messages, booking jobs, sending texts to you and your callers, and showing the details in your owner app.
To take payments, send invoices and receipts, and manage your plan.
To give support, fix problems and improve our services.
To keep our services secure and prevent misuse, for example limits on demo calls.
To meet our legal obligations, such as tax and business record keeping.

We use information only for the purpose we collected it for, a related purpose you'd reasonably expect, or where the law allows or requires it.

5. AI receptionist callers: our role

When we run an AI receptionist for a business, we handle callers' information on behalf of that business. The business (our client) is responsible for its relationship with its customers, including how it uses their details after we pass them on, and, where the law requires it, telling callers that calls are answered by an AI and are recorded and transcribed. We use callers' information only to provide the service to that business and to support and improve the service. We don't use it to market our own services to callers.

If you've called one of our clients and want to access, correct or delete your information, contact that business. You can also contact us, and we'll work with the business to help.

6. Who we share it with

We don't sell personal information. We share it only with:

Our clients: callers' details, messages, bookings, recordings and transcripts go to the business the caller rang, through texts and the owner app.
Service providers who help us run the business:
- Cloudflare: website and app hosting, security, and the database that stores AI receptionist bookings, messages and call records;
- Stripe: payments, invoices and subscriptions;
- Resend: sending emails from our website (form submissions, payment alerts and "manage my plan" links);
- Twilio: phone numbers, call handling, text messages and Missed Call Saver voicemail recordings;
- Retell AI: the AI voice assistant that answers calls. Retell records, transcribes and summarises calls and stores the recordings and transcripts. Retell uses AI voice and language providers to generate speech and understand calls;
- Google: our business email (Gmail), where form submissions and correspondence are kept, and Google Fonts, which our website loads from Google's servers;
- the domain name registrar we use when we register a domain in your name.
Others where the law requires or allows it, for example a government agency or a court.

Overseas disclosure. Most of these providers are based in, or store and process data in, the United States, and some operate global networks that may handle data in other countries. When we use them, your information may be stored or processed outside Australia. We choose established providers and only share what's needed for the service.

7. Storage and security

Information is stored with the providers listed above, not on paper. We take reasonable steps to protect it, including encrypted (HTTPS) connections, password-protected accounts, hashed app passwords, encrypted storage of access keys for your other systems, secure expiring links for callers and voicemails, and limiting access to people who need it to provide the service. Job photos are only visible to that business in its app, are never made public, and have location and other camera data removed when uploaded. No system is completely secure. If a data breach is likely to cause serious harm, we'll act quickly to contain it and let the people affected know.

8. How long we keep it

Enquiries: kept for 2 years after your last contact with us, then deleted.
Clients: kept while you're a client and for up to 5 years after your service ends, for tax and record-keeping purposes, then deleted or de-identified.
AI receptionist call information (bookings, messages, texts, call logs and transcripts shown in the owner app): kept while the client's service is active, so the client can see their jobs and history. It's deleted when the client asks, or within 90 days after the service ends. Some data is deleted automatically: postcode lookups after 2 days, and demo browser call records after 30 minutes. Links sent to callers to check their details expire within 7 days, and voicemail links within 30 days.
Access keys for your other systems (such as a ServiceM8 API key): deleted when your service ends, or sooner if you ask. You can also delete the key in that system at any time.
Call recordings and transcripts held by Retell AI, and voicemail recordings held by Twilio, are deleted automatically 90 days after the call.
Job photos are deleted automatically 90 days after they are uploaded.

You can ask us to delete your information at any time. We'll do so unless we need to keep it by law.

9. Marketing

We don't sell or rent your information. We'll only send you marketing emails if you've agreed to receive them, and you can opt out at any time by replying or emailing us. Messages about your service, payments or account aren't marketing and will still be sent while you're a client.

10. Cookies and analytics

Our website doesn't use analytics, advertising pixels or tracking cookies. If we add analytics in future, we'll update this policy first.
Our website loads fonts from Google Fonts, so your browser connects to Google's servers, which receive your IP address and browser information.
Cloudflare, our hosting provider, processes technical request data to deliver and secure the site.
The AI receptionist owner app and the browser demo use strictly necessary cookies to keep you signed in (owner app, up to 30 days) or to link you to your demo call (up to 1 hour). They aren't used for tracking.
Checkout and the "manage my plan" portal are hosted by Stripe, and Stripe's own privacy policy and cookies apply there.
Our Facebook link is a plain link. We don't use Facebook tracking on our website.

11. Access and correction

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing [email protected]. We'll check who you are, then respond within 30 days. We don't charge for requests. If we can't give you access or make a correction, we'll explain why. If you've called one of our clients' AI receptionists, see section 5.

12. Complaints

If you have a concern about how we've handled your information, email [email protected] with the details. We'll look into it and reply within 30 days. If you're not happy with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

13. Changes to this policy

We may update this policy when our services or providers change. The latest version is always on this page, with the date it was last updated. If a change significantly affects how we use clients' information, we'll let clients know by email.

14. Contact us

Tyson Osborne, Osborne Digitals
Melbourne VIC, Australia
ABN 26 384 573 254
Email: [email protected]