Privacy Policy

Last updated: 2 June 2026

1. Who This Policy Covers

This Privacy Policy explains how CallTrace.au handles personal information about users, people who contact us, and call recipients whose numbers are submitted for CallTrace results. CallTrace is not for people under 18.

2. Information We Collect

We may collect and handle the following types of information:

• account details, including name, email, phone number and login or authentication details;
• billing and subscription metadata, including subscription status, invoices, payment records, card brand and last four digits if available, but never full card numbers;
• submitted phone numbers entered by users for callback and result requests;
• call data, including call time, duration, status, outcome, recording, transcript, AI-generated summary and result;
• device and security data, including IP address, browser and device details, logs, abuse signals and fraud signals;
• support, contact and removal request data.

3. Automated Calls, Recordings and Transcripts

When a user requests a CallTrace result, CallTrace may place an automated call to the submitted phone number. Calls may be recorded and/or transcribed.

Recordings and transcripts may be used to provide requested results, generate summaries, maintain safety and abuse controls, respond to support and removal requests, investigate disputes, improve reliability, and comply with legal obligations.

Recordings and transcripts are not public, not sold, and not used for unrelated advertising.

4. How We Use Information

We use information to:

• operate CallTrace accounts, subscriptions, checkout and support;
• process submitted phone numbers and deliver requested call results;
• generate statuses, summaries, transcripts and results where available;
• detect, prevent and investigate fraud, abuse, unsafe use and unlawful activity;
• handle access, correction, deletion, restriction and removal requests;
• resolve disputes, billing issues and service reliability problems;
• comply with legal, tax, accounting and consumer protection obligations.

5. Storage and Security

Data is stored in secure, access-controlled cloud infrastructure. We use technical, operational and access controls designed to protect information from unauthorised access, misuse, loss and disclosure.

6. Retention

We keep information only as long as needed for the purposes described in this policy, including:

• raw call recordings for up to 90 days unless needed longer for dispute, abuse, safety, support, fraud prevention or legal reasons;
• transcripts, summaries and results while the account is active or until deletion or removal is approved, subject to legal and security retention;
• submitted numbers and call metadata for up to 24 months;
• billing, subscription and tax records for up to 7 years where required;
• minimal support and removal request audit logs where needed to prove handling.

7. Access, Correction, Deletion and Removal

Users and call recipients can request access, correction, deletion, restriction or removal through Contact Us. Removal requests should provide the phone number involved, approximate date and time of the call, whether the requester is the CallTrace user or call recipient, and what they want removed or corrected.

We may ask for proof of number control before acting on a request. Some information may need to be retained where required for legal, tax, security, fraud prevention, dispute handling or abuse prevention reasons.

8. Sharing

We may share information with service providers who help us operate CallTrace, process payments, host data, provide communications, maintain security, and support customers. We may also disclose information where required by law, to enforce our Terms, or to protect users, call recipients, the service or the public.

9. Complaints and Data Breaches

If you have a privacy complaint, contact us through Contact Us. Where applicable, privacy complaints may be escalated to the Office of the Australian Information Commissioner.

If an eligible data breach occurs, CallTrace will notify affected people and regulators where required by law.

10. Updates

We may update this Privacy Policy from time to time. The current version will be posted on this page.