Privacy Policy & Terms of Service
Last updated: May 2026
Privacy Policy
About This Policy
Deskie ("we", "us", "our") is a product of DESKIE AI, an Australian sole trader business (ABN 34 118 089 974) based in Victoria, Australia. We provide AI-powered voice reception and SMS notification services for small businesses. This policy explains how we collect, use, store, and protect personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APP).
Information We Collect
We collect information necessary to provide our services:
- Business clients: Business name, contact name, email address, phone number, physical address, ABN, and business details provided during onboarding.
- AI communication service users: When our AI receptionist service answers a call on behalf of a client business, we process the caller's phone number, name (if provided), and the content of their enquiry. This information is collected during an inbound call initiated by the caller.
- SMS communications: Phone numbers and message content for trial, account, call alert, top-up, balance, held-job, and transactional SMS notifications.
- Website and demo users: We collect standard analytics data. If you request a demo, call a Deskie demo number, or enter your phone number, we may collect your phone number, call details, referral source, and related information.
How We Use Information
We use collected information to:
- Deliver AI voice reception and SMS notification services
- Send transactional notifications to callers confirming their enquiry has been received
- Send lead notifications to business owners with caller details
- Communicate with clients about demos, trials, account setup, service use, call balances, top-ups, billing, offers and support
- Improve our products and service quality
- Comply with legal and regulatory obligations
We do not sell, rent, or trade personal information to third parties for marketing purposes.
Voice & SMS Communications
Our AI communication service operates as follows:
- Inbound calls: Business owners voluntarily forward their unanswered calls to a dedicated Australian mobile number managed by Deskie. Calls are answered by an AI voice agent that identifies itself as a receptionist service for the business.
- Call processing: Voice calls are processed through telecommunications infrastructure. Call audio is processed in real-time to extract the caller's intent and details. Call recordings and transcripts may be retained for service quality and reporting purposes in accordance with our data retention policy below.
- SMS notifications: Following a call, our system sends transactional SMS messages: a confirmation to the caller that their enquiry has been received, and a lead summary to the business owner. These are transactional messages related to the caller's initiated enquiry.
- Consent: Business owners provide consent for call forwarding and SMS notifications during service onboarding. Callers initiate contact voluntarily by calling the business. All SMS includes the business name and opt-out instructions. If a client on an active plan opts out of Deskie SMS, we may be unable to provide the service in full because call alerts, account notices, trial notices, balance notices, top-up notices, and other service messages rely on SMS delivery.
Third-Party Service Providers
We use third-party services to deliver our products, including:
- Telecommunications providers: Voice and SMS infrastructure for our AI communication services
- AI service providers: Natural language processing and voice synthesis
- Cloud hosting providers: Website hosting, data storage, and application infrastructure
- Payment processing: Secure payment handling for client billing
Each provider operates under their own privacy policy and applicable data processing agreements. We select providers that maintain appropriate security standards and comply with applicable data protection regulations.
Data Retention
We retain business client data for the duration of the service agreement plus 90 days. Call recordings, transcripts, SMS records, trial records, call balance records, top-up records, and billing records may be retained where needed to provide the service, resolve support requests, handle billing or disputes, maintain compliance, and report on account activity. Operational call and SMS content is generally retained for 30 days unless a longer period is needed for those purposes or requested by the client. Clients may request access to or deletion of their data at any time by contacting admin@deskie.com.au.
Data Security
We implement industry-standard security measures including encrypted data transmission (TLS), secure cloud storage with access controls, and regular security reviews. Access to customer data is restricted to authorised personnel only.
Your Rights
Under the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your personal information
- Lodge a complaint about our handling of your information
To exercise these rights, contact us at admin@deskie.com.au. We respond to all requests within 30 days.
Spam Act 2003 Compliance
All electronic communications sent by Deskie or on behalf of our clients comply with the Spam Act 2003 (Cth). Specifically:
- Commercial electronic messages are only sent with the recipient's consent (express or inferred)
- All messages identify the sender (the business client) and include accurate contact information
- All messages include a functional unsubscribe mechanism
- Transactional messages (e.g., call confirmation notifications) that relate to a transaction initiated by the recipient are sent in accordance with the Act
International Data Transfers
Some of our service providers process data in jurisdictions outside Australia (primarily the United States). Where personal information is transferred internationally, we take reasonable steps to ensure those providers handle personal information consistently with the Australian Privacy Principles. Overseas privacy laws may differ from Australian law.
Terms of Service
Services
Deskie is not an emergency service. Deskie cannot make Triple Zero calls, emergency calls, medical calls, or urgent safety calls on behalf of callers or clients. Callers must contact Triple Zero directly in an emergency.
Deskie provides AI-powered voice reception and SMS notification services for Australian small businesses. Services are provided on a monthly subscription basis, with a free 14 answered-call trial before payment is required. By using the demo, starting a trial, or subscribing to a plan, you agree to these terms.
Answered calls: We only count calls that are actually answered and handled by our AI receptionist. Hang-ups, wrong numbers, and immediate disconnects do not count. Core plan includes 60 answered calls per billing month.
Trial: Deskie may offer a free trial of answered calls. No card is required for the trial. Trial calls have no cash value and are not transferable.
Core Plan: Unless otherwise agreed in writing, Core is $149/month and includes 60 answered calls per billing month. Unused included monthly calls expire at the end of each billing month.
Top-ups: Clients may buy extra call packs when needed. Top-up calls are used after the monthly included calls. Unused top-up calls expire 12 months from purchase. Top-ups are not refundable except where required by law.
Promotional or offer pricing may be used for advertising campaigns, demo bookings, trial activation, reactivation, or client retention. Unless the offer says otherwise in writing, promotional Core pricing applies only for the stated offer period and may revert to the standard Core price after that period ends.
Call balance is used in this order: monthly included calls first, then top-up calls. If a client has more than one top-up balance, the oldest top-up calls are used first.
If an account has no available call balance, Deskie may continue answering and logging calls, but job details may be held until the account has available call balance again.
Eligibility
Our services are intended for business use or use in connection with an individual's trade, craft, or profession. By using our services, you represent that you are authorised to act on behalf of the business.
Client Responsibilities
Clients are responsible for:
- Providing accurate and current business information
- Maintaining proper authorisation for phone numbers used with our communication services
- Complying with all applicable laws regarding their use of our services, including the Spam Act 2003 and the Do Not Call Register Act 2006
- Notifying us promptly of any changes to their business details or service requirements
Acceptable Use
Our services may not be used for:
- Unsolicited bulk messaging (spam) or telemarketing
- Fraudulent, deceptive, or misleading communications
- Any illegal activity or any purpose that violates Australian telecommunications regulations
- Artificially inflated traffic or any scheme to abuse telecommunications infrastructure
- Impersonation of individuals or businesses without authorisation
We reserve the right to suspend or terminate services immediately for violations of this policy.
Telecommunications Compliance
Our voice and SMS services are provided in compliance with:
- Telecommunications Act 1997 (Cth)
- Spam Act 2003 (Cth)
- Do Not Call Register Act 2006 (Cth)
- ACMA Reducing Scam Calls Code
- Australian Privacy Principles under the Privacy Act 1988
Limitation of Liability
Deskie provides services on an "as-is" basis. While we strive for high availability and service quality, we do not guarantee specific business outcomes. Our total liability is limited to fees paid by the client in the preceding 12 months. This limitation does not exclude liability that cannot be excluded under Australian Consumer Law.
Refunds
Any refund guarantee applies only where expressly shown at checkout or agreed in writing. Unless stated otherwise, refunds are limited to the first subscription month only and do not apply to top-ups, later subscription months, or usage already consumed.
Cancellation & Data Portability
Clients may cancel anytime. Subscription access remains active until the end of the current paid billing period. Clients may stop sending calls to Deskie at any time by cancelling call forwarding. There are no cancellation fees unless expressly agreed in writing. Dial ##002# to stop call forwarding immediately.
Unexpired top-up balances survive cancellation but cannot be used while the account is inactive. If the client reactivates before top-up expiry, remaining unexpired top-up calls may become available again.
If a payment fails or a subscription does not renew, Deskie may continue answering/logging calls where technically enabled, but job details may be held until payment or call balance is restored.
Upon cancellation, clients may request access to or deletion of their personal information in accordance with the Australian Privacy Principles. Clients are responsible for removing call forwarding when they stop using Deskie. Dial ##002# to clear mobile forwarding settings, or contact the carrier if needed.
Changes to These Terms
We may update these terms from time to time. Material changes will be communicated to active clients via email at least 14 days before taking effect.
Contact
For questions about this privacy policy or our terms of service:
Deskie
DESKIE AI | ABN 34 118 089 974
The Basin VIC 3154, Australia