Privacy Policy

1Who we are

Trazie is an AI-powered call answering and business operating system for Australian trades and service businesses, operated by Trazie Pty Ltd (ABN 94 699 498 050). In this policy, “Trazie”, “we”, “us” and “our” refer to Trazie Pty Ltd. “You” refers to the business or individual using our services.

We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

2Information we collect

We collect information you provide directly, information captured when Trazie answers calls on your behalf, and technical information generated as you use the service:

• Account & business information — your name, business name, ABN, email, phone number, trade/service category and billing details.
• Call recordings & transcripts — audio and text records of calls Trazie answers for you, including caller phone numbers and the details they provide.
• Customer information — information your callers share during a call, such as their name, contact number, address/suburb and job details.
• Payment information — processed securely by our payment provider (Stripe); we do not store full card numbers.
• Usage & device data — log data, IP address, device and browser information, and how you interact with the Trazie dashboard.

3How we use your information

We use your information to provide, operate and improve Trazie’s services — including answering and transcribing calls, capturing and ranking leads, generating quotes and invoices, sending review requests, and providing the Ask Trazie assistant.

We also use it to manage billing, provide support, send service communications, maintain security, and comply with our legal obligations. We do not sell your personal information, and we do not use it for unrelated purposes without your consent.

4AI processing & third-party providers

Trazie relies on trusted providers to deliver parts of the service. Call audio is processed by Retell AI to power real-time voice answering, and AI reasoning (including the Ask Trazie assistant and call summaries) is processed by Anthropic.

These providers process data on our behalf under contractual confidentiality and security obligations, and only to deliver Trazie’s services. We configure our integrations to limit data sharing to what is necessary and, where available, to exclude your content from being used to train their general-purpose models.

5Call recording & consent

Trazie records and transcribes calls it answers on your behalf so we can capture lead details, brief you, and keep accurate records. Recording laws vary by Australian state and territory.

You are responsible for ensuring callers are appropriately notified that calls may be recorded, and Trazie can play a recording-disclosure greeting on your behalf. We retain call recordings and transcripts as described in section 8.

6Referral network data

If you participate in the Trazie Network, we share limited job and contact details with the verified operator you refer a job to, so they can take the work. We also record referral outcomes to calculate any referral bonuses owed to you. We only pass on jobs in line with the rules and minimum job value you set.

7SMS & electronic communications

Trazie sends SMS messages on your behalf (lead summaries to you, and messages such as review requests to your customers) and may send you service and marketing emails. We handle electronic messages in accordance with the Spam Act 2003 (Cth) — marketing messages identify the sender and include an unsubscribe option. You can opt out of marketing communications at any time without affecting service messages essential to your account.

8Data retention

We retain call transcripts and associated lead records for five (5) years to support your business records, dispute resolution and legal obligations, unless you request earlier deletion and we are not otherwise required to keep the data. Account and billing records are retained as required by Australian law.

When data is no longer needed, we securely delete or de-identify it.

9Data security

We use industry-standard safeguards — encryption in transit and at rest, access controls, and monitoring — to protect your information. While no system is completely secure, we take reasonable steps to protect against unauthorised access, loss or misuse.

10Data breach notification

If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

11Your rights — access & correction

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate or out of date. You may also request deletion of your data, subject to our retention obligations. To make a request, email hello@trazie.com.au and we will respond within a reasonable period.

12Children’s privacy

Trazie is a business service and is not directed at children. We do not knowingly collect personal information from anyone under 16. If we become aware that we have collected such information without appropriate consent, we will delete it.

13Cookies & tracking

Our website and dashboard use cookies and similar technologies to keep you signed in, remember preferences, and understand how the service is used so we can improve it. You can control cookies through your browser settings, though some features may not work without them.

14Overseas disclosure

Some of our service providers (including AI and infrastructure providers) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure the information is handled consistently with the Australian Privacy Principles and this policy.

15Changes to this policy

We may update this policy from time to time. When we make material changes, we will update the “Last updated” date above and, where appropriate, notify you through the service or by email. Continued use of Trazie after changes take effect means you accept the updated policy.

16Contact us

If you have questions, concerns or complaints about how we handle your information, contact us at hello@trazie.com.au. If you are not satisfied with our response, you may contact the OAIC at oaic.gov.au.

Questions about your privacy?

Contact our privacy team at hello@trazie.com.au. Trazie is operated by Trazie Pty Ltd (ABN 94 699 498 050), Australia.