Privacy Policy

This policy explains how Orkestro (Australian owned and operated) collects, uses, stores and discloses personal information through Orkestro Phone, our AI-powered softphone service.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Account and business details: your name, business name, email, phone number and billing details when you sign up.

Call data: phone numbers of callers, call recordings, transcripts, caller information captured during calls, and call metadata (time, duration, outcome).

Usage data: how you use the service and portal, including log data, device and browser information, and IP addresses.

Knowledge base content: the approved business information you provide to configure the AI's answers.

We use personal information to provide and operate the service — answering and routing calls, capturing caller details, making callbacks, and handing off to your team — and to bill you, support you, and improve the service.

We may use de-identified or aggregated data to improve our AI models and services. We do not sell personal information.

Calls may be recorded and transcribed to provide the service. As the business using Orkestro Phone, you are responsible for informing your callers that calls may be recorded or handled by AI, where the law requires it.

You are the controller of your customers' personal information captured through the service. We process it on your behalf and only as needed to provide the service.

We share personal information with the service providers that help us run Orkestro Phone — for example telephony carriers, transcription and AI processing providers, and cloud hosting providers — under contracts that require them to protect it.

Some of these providers are located overseas (including the United States). Where we disclose personal information overseas, we take reasonable steps to ensure it is handled in accordance with the APPs.

We may also disclose information where required by law, or to regulators such as the ACMA or the Telecommunications Industry Ombudsman in connection with a complaint.

We use reasonable technical and organisational measures to protect personal information from misuse, loss, and unauthorised access or disclosure.

We keep call recordings, transcripts and account data for as long as your account is active or as needed to provide the service, meet legal obligations, or resolve disputes. You can ask us to delete call data at any time.

You can request access to, or correction of, the personal information we hold about you by contacting us at talk@orkestro.com.au. We will respond within a reasonable time, and generally within 30 days.

If you believe we have breached your privacy, contact us first and we will investigate. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

We may update this policy from time to time. The current version is always on this page, and we will notify you of material changes by email or through the service.