1. Who we are
BusyBack is an AI phone answering service for Australian businesses, operated by Wonderfiire, based in Brisbane, Queensland, Australia. This Privacy Policy explains how we collect, use, store and disclose your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
If you have questions about this policy or want to exercise any of your rights, please get in touch via the contact form at /contact.
2. What we collect
From you (the customer)
- Name, business name, email address, mobile phone number
- Payment information (handled by Stripe — we never see your card details)
- Information you provide when contacting support
From people who call your BusyBack number
- The caller's phone number (provided by Twilio when the call connects)
- Audio of the call (recorded so we can transcribe and improve the service)
- The text transcript of what was said and the structured details captured by the AI (name, the reason for the call, address if provided, etc.)
Automatically
- Standard server logs (IP address, browser, device, timestamp)
- Cookies and Google Analytics data on busyback.com.au
3. Why we collect it
- To deliver the service you've signed up for (answering calls, sending you SMS summaries)
- To process payments and manage your subscription
- To improve the AI's accuracy (transcripts and recordings inform model tuning)
- To meet legal and tax obligations
- To prevent fraud and abuse
4. Who we share it with
We rely on a small set of trusted third-party service providers to deliver BusyBack — including for telephony, AI voice processing, payment handling, transactional messaging, and cloud hosting. These providers receive only the information they need to perform their function and are bound by their own privacy obligations.
We do not sell your personal information to anyone, ever. We will only disclose your information to law enforcement or regulators where we are legally required to do so.
If you'd like the current list of service providers, please contact us via the contact form and we'll share it.
5. Where it's stored
Our primary servers are located in Sydney, Australia. Some service providers (Google, Stripe) may process data in other jurisdictions including the United States. We choose providers with appropriate data protection commitments.
6. How long we keep it
- Call recordings: retained for 12 months unless you request earlier deletion
- Call transcripts and structured details: retained for the life of your account, then deleted within 30 days of cancellation (except where legally required to retain longer, e.g. tax records)
- Account information: deleted within 30 days of cancellation
- Billing records: retained for 7 years to meet Australian tax record-keeping requirements
7. Your rights
Under the Australian Privacy Principles you can:
- Request access to the personal information we hold about you
- Ask us to correct it if it's inaccurate
- Ask us to delete it (subject to legal retention requirements)
- Withdraw consent for marketing communications at any time (reply STOP to any SMS, or email us)
- Lodge a complaint with the Office of the Australian Information Commissioner (oaic.gov.au) if we don't resolve your complaint to your satisfaction
To exercise any of these rights, get in touch via the contact form at /contact. We will respond within 30 days.
8. Callers to your BusyBack number
The people calling you are talking to an AI. The greeting we deliver introduces the AI ("I am an AI assistant" or similar wording in your custom prompt). The audio is recorded so we can produce the SMS summary we send you. By using BusyBack, you confirm that you have authority to receive calls to the BusyBack number assigned to you, and you accept responsibility for any disclosures to your callers about how their information is used.
9. Cookies
busyback.com.au uses Google Analytics cookies to understand site usage. You can opt out via the Google Analytics opt-out browser add-on or by blocking cookies in your browser.
10. Security
We use HTTPS everywhere, encrypted databases, and access controls to protect your information. No system is completely secure — if we discover a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.
11. Changes to this policy
We may update this policy from time to time. The "Last updated" date at the top of this page will reflect any changes. Material changes affecting how we use your information will be notified to you by email or SMS.
12. Contact us
Wonderfiire trading as BusyBack
Brisbane, Queensland, Australia
For all enquiries, please use the contact form at /contact.