Privacy Policy

Version 2026-10-20 · DIGIGENE PTY LTD ABN 50 671 677 133

DIGIGENE PTY LTD (ACN 671 677 133), trading as Line Clerk (we, us), provides an automated phone receptionist to home services businesses (each a Shop). This policy explains how we handle personal information. It should be read with our Terms of Service and Managed Phone Line Agreement.

Contact for privacy requests about a Line Clerk account: info@digigene.com. Callers who want access or correction of information collected on a Shop’s line should contact that Shop first.

We may publish a new dated version of this policy together with the Terms. Written notice, the 14-day effective date, and your right to terminate before it applies are in the Terms of Service (section 14). A new kind of processing or a new country of disclosure is still as in section 5.

1. Who collects what

We collect account details to run Line Clerk: name, email, password, business name, legal name, ABN, service address, on-call number, diary credentials, opening hours, booking rules, billing records, and related logs. When you accept these documents we also store the IP address and browser user-agent on that acceptance record. Card numbers are collected and stored by our payment processor, not on our servers.

The site uses essential cookies to run and, after you verify your email, a signed session cookie (hs_session) to keep you logged in for up to 14 days. That cookie is HttpOnly. We do not set advertising or third-party analytics cookies.

Call data means audio, transcripts, tool logs, names, phone numbers, addresses, booking details, and related personal information collected on the line. For call data about a Shop’s callers, the Shop is the entity collecting the information (to the extent the Privacy Act 1988 applies to the Shop). We handle that call data as the Shop’s service provider / processor to operate the service. As between us and the Shop, the Shop owns the call data.

Each Shop must keep its own privacy policy current and point callers or its website at that policy. That policy must cover: the AI phone service; call recording and transcripts; booking SMS; overseas disclosure to processors (countries below, not vendor brands); quality assurance and de-identified product improvement as in section 4; and how a person can access or correct their information. If Australian privacy law requires the Shop to disclose that an automated system substantially assists booking or qualification on the line (including reforms expected to apply from 10 December 2026), the Shop will include that disclosure in its privacy policy.

2. Why we handle information

We use account information and call data to:

• provide the service — answer calls, qualify jobs, book visits, send booking SMS, and transfer callers;
• record the Shop (legal name, ABN, business address) as the end user of the number licensed to it, so we can answer lawful requests about the number and support porting. The number itself is registered with the carrier and in the Integrated Public Number Database in our name, unlisted; the Shop’s details are not filed there;
• bill the Shop through our payment processor, verify email, and administer the account;
• fix faults, provide security, and comply with law;
• let the Shop review bookings, recordings, and transcripts.

3. Recording, transcripts, and SMS

Calls on the number are recorded and transcribed so the service can operate, so the Shop can review bookings, for quality assurance and fault-finding, and to comply with law. Every live greeting discloses that the caller has reached an automated assistant and that the call may be recorded. That disclosure cannot be disabled. If a caller objects, we try to transfer them to the Shop’s on-call number.

After a completed booking we may send a factual confirmation SMS from the number to the mobile the caller confirmed on the call. Those messages identify the Shop and do not include marketing, sales links, or unrelated offers unless the Shop has a written addendum covering telemarketing and spam rules. If the caller agreed on the call, the text may include a time-limited link to upload site photos for quoting. Those photos go to the Shop’s job diary and are not kept on our servers except as needed to complete the upload. The number is not a two-way inbox; replies may not be read.

Call recordings are copied onto our own storage when the call ends, so they remain available to the Shop. Unless a Shop’s retention schedule says otherwise, we keep recordings and transcripts for up to 24 months from the date of the call, then may delete or de-identify them. On the Shop’s written request during the term or within 30 days after termination, we will provide a reasonable export of call data then held (recordings, transcripts, and booking records) in a commonly used format. After that 30-day window we may delete call data except backups and records we must keep by law. We may retain call data for longer if reasonably required for a dispute, security investigation, or legal obligation. Account, identity, and billing records are kept for the life of the account and for as long as we reasonably need them afterwards for tax, dispute, or legal purposes. Session cookies last up to 14 days.

4. Quality, improvement, and what we will not do

We:

• will use call data to provide the service, fix faults, and comply with law;
• may use call data for quality assurance, security, and to improve this service for that Shop;
• may use only de-identified or aggregated call data (so that a caller or the Shop cannot reasonably be identified) to improve the platform for other customers;
• will not use call data, identifiable or de-identified, to train independent foundation models, and will take reasonable steps to use processor controls that forbid that where those controls are offered;
• will not use one Shop’s identifiable call data to serve another Shop;
• will not sell personal information;
• will not instruct the service to collect sensitive information (for example health information) that is not needed to book a visit;
• will take reasonable technical and organisational steps to protect call data.

5. Overseas disclosure

Call data, and some account and billing data, is processed outside Australia by processors (including in the United States). We take reasonable steps in relation to that overseas disclosure, including using processors only in the categories below (or a replacement that does a similar job), and turning on privacy or no-training controls those processors offer, where we can do so. Those processors act under their own standard terms. Individual vendors are not named here and may change.

Call audio, transcripts, addresses, and booking data may be handled as follows:

• Carrier (PSTN / SMS) — number, calls, booking SMS — outside Australia (carrier network);
• Voice agent platform — call handling, recordings — United States;
• Speech-to-text — transcripts — United States;
• Language model — dialogue — United States;
• Text-to-speech — generated voice — United States;
• Hosting and logs — our app, tools, logs — Australia (backups or support may be elsewhere);
• Address check — spoken addresses — United States, Germany, or other;
• Job diary — bookings (the Shop’s systems) — Australia, unless the Shop’s diary is hosted elsewhere;
• Payment processor — cards, invoices, and billing records — United States;
• Transactional email — verification and service notices — Australia.

Swapping a vendor in the same category does not require notice to the Shop unless the swap discloses call data to a country not already listed. If we add a processor for a new kind of processing, or a disclosure to a country not listed, we will give at least 14 days’ written notice under the Terms (section 14). You do not need to reply. You may terminate so that termination takes effect on or before that date.

6. Access, correction, and complaints

Access or correction requests: contact the business you called first, or contact us at info@digigene.com if the request is about a Line Clerk platform account. We will cooperate reasonably with the Shop on caller requests that reach us.

Each party will notify the other promptly if it becomes aware of a data breach affecting call data, and will cooperate reasonably on any assessment or notification under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth) to the extent it applies.

If you are not satisfied with how we handle a privacy complaint, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.