Privacy Policy

Last updated: 24 October 2026

Pickup Line is an AI answering service for trade businesses. It answers calls a business misses, takes the caller's details, and passes them to that business. Pickup Line is run by Ninjaneers Pty Ltd ("we", "us"). This policy explains how we handle personal information. We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the laws that apply to recording calls (see section 5).

Pickup Line is not yet open to the public. This policy covers our website now, and the answering service for each business that uses it.

This policy covers all personal information we handle, including information we handle on behalf of business customers. Our contractual role does not remove any duty we have under the law.

It covers three groups of people:

• Callers who phone a business that uses Pickup Line.
• Business customers ("tenants"), and the staff they authorise to use Pickup Line.
• Visitors to our website.

1. Who we are and how to contact us

• Entity: Ninjaneers Pty Ltd (ABN 68 697 870 643, ACN 697 870 643)
• Privacy contact: the Privacy Officer, [email protected], or by post
• General enquiries: [email protected]
• Postal address: PO Box 502, Caloundra QLD 4551

2. Our two roles

When you call a business that uses Pickup Line, that business decides why your call is handled and what happens to your details. We handle your call on the business's behalf, under our agreement with it. If you want to see or correct your details, you can ask the business or ask us. We assess requests about information we hold and work with the business where appropriate (see section 9).

For our own purposes (running accounts, billing, security, support, preventing misuse and keeping the service reliable) we decide how information is used. This policy applies to us directly for that information.

3. What we collect

From callers

• Your phone number and the time and length of the call.
• What you say. Calls are recorded, and we make a written transcript. The assistant produces a short summary.
• The details you give: for example your name, suburb or address, the job or problem, how urgent it is, and when you would like a call back.
• Anything else you choose to say. If you volunteer information we did not ask for, we assess it, and where we could not lawfully collect it we destroy or de-identify it, where lawful and reasonable.

Please do not give health, payment card or other sensitive information through the assistant. If the business needs that information, contact it another way. If card details are spoken on a call, they may appear in the recording and transcript. We will treat that call as containing sensitive information. On request, we delete the transcript and ask our telephony and voice provider to delete the recording.

You may use a pseudonym or decline to give details, unless the law requires identification or it is impracticable to deal with you anonymously. If you do not give a usable contact number, the business may be unable to return your call. The number you called from may still be passed on automatically.

From tenants and their staff

• Business name, ABN, authorised contact, email address, mobile number and role.
• Sign-in records (account identifier, email, sign-in and second-step verification records).
• Business hours, services, call-handling rules and other content the tenant gives us.
• Plan, usage and billing records. Card payments will be taken by a payments provider, and we will not store full card numbers.
• Staff contact details the tenant supplies so alerts can be sent.
• Support requests, and records of access to calls.

From website visitors

• Our website has no forms and does not ask for personal information.
• Our hosting provider logs technical information such as IP address and browser type for security and reliability, and counts visits with a statistics tool that does not use cookies. See the Cookie Notice.

4. Why we collect it and how we use it

• To answer calls, take messages and make them available to the business in its portal and, where enabled, by text message or email.
• To let the business review its call records and transcripts. Recording playback is not currently available in the portal.
• To set up, secure and run accounts, and to invoice and collect payment.
• To keep the service safe and reliable, investigate faults and misuse, and meet legal duties.
• To provide support. Our staff do not listen to recordings or read transcripts except to help with a support request from the business, or to investigate a security or misuse issue. A call marked "do not listen or read" is excluded.
• To contact you about your account or a request you made.

We do not use call recordings, transcripts or summaries to train AI models. Not all of our service providers have confirmed in writing that they do not use call data for training, so we cannot guarantee it for every provider. We will update this policy when they do.

We do not send marketing to callers because they called a business. We send marketing messages to businesses only where the law allows, and each one will say who sent it and how to stop receiving them.

5. Recording and AI

Calls are answered by an AI assistant. At the start of every call, before it asks for any details, the assistant tells you that it is an AI and that the call is recorded. You can tell the assistant at any time that you do not want to be recorded. Businesses must not remove, shorten or talk over this announcement. See the Call Recording Notice.

If you tell the assistant you do not want to be recorded, it notes your objection and the call is marked "do not listen or read". We then delete the transcript and summary of the call from our systems, and the business cannot see the call's transcript, summary or recording. Our telephony and voice provider's recording of the call is not stopped and is kept for the provider's default retention period. If you do not want to be recorded at all, hang up and contact the business another way, for example by text message or email. You can ask us to have the provider's recording deleted. We will update this policy before we change how this works.

Recording laws differ between states and territories, and some require everyone on a call to agree. The announcement is there so that you know before you give any details.

6. Who we share information with

• The business you called, which receives the message details and, where its account allows, transcripts.
• Our service providers, by category: telephony and voice providers, artificial intelligence model providers, cloud hosting and database providers, sign-in and identity providers, and email and text-message delivery providers, and, when paid plans open, a payments provider. They process information to provide the service. Not all providers have confirmed in writing that they do not use call data to train AI models, so we cannot guarantee this for every provider.
• Professional advisers and insurers, where needed.
• Authorities, when the law requires or permits it.
• A buyer or successor, if our business changes hands. We will tell you.

We do not sell personal information.

7. Information stored or processed overseas

Call recordings may be stored outside Australia. Recordings are held by our telephony and voice provider, which does not guarantee where call audio is stored or processed, so it may be outside Australia. Calls and notes are processed by an artificial intelligence provider through a global service, so your information may be processed outside Australia, including in the United States. Our database is planned for a Sydney region. Storing information in Australia does not mean providers cannot access or process it overseas. Staff and business sign-in data is handled by a sign-in provider and may be stored outside Australia. It does not include call recordings, transcripts or caller details.

Before disclosing information overseas, we take reasonable steps to make sure the recipient handles it consistently with the Australian Privacy Principles.

8. How long we keep information

We take reasonable steps to delete or de-identify personal information when we no longer need it for a purpose permitted by law, unless the law or a court or tribunal order requires us to keep it. We keep this information until the business account is closed. Closing an account does not delete it automatically. When an account closes, or when you or the business ask us, we delete it manually within 30 days, except where we must keep it for legal reasons. Copies in our database backups remain until those backups expire. We will update this policy when we set fixed periods or automate deletion. Copies already sent to a business by text or email are held by that business and are not under our control. Some records may be kept longer where the law requires. A business can ask us to delete a call earlier.

9. Your rights: access, correction, deletion and complaints

You may ask to see the personal information we hold about you, or ask us to correct it or delete it. Contact the business you called, or contact us using the details in section 1. You may also challenge an inaccurate transcript, summary or detail. We do not charge for correction requests, for making corrections or for attaching a statement to a disputed record. If we correct information we previously gave to another organisation covered by the Australian Privacy Principles, you may ask us to tell it, and we will take reasonable steps to do so unless that is impracticable or unlawful. We respond within a reasonable time, normally within 30 days, and may need to confirm your identity first. If we refuse access or correction we will tell you why in writing and how to complain, and if we refuse correction you may ask us to attach a statement to the record.

If you are not happy with how we handled your information, contact our Privacy Officer first. We investigate complaints and tell you the outcome within a reasonable time. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (www.oaic.gov.au, 1300 363 992).

10. Security and data breaches

We use access controls, encrypted connections and sign-in verification. We log when a business views a transcript. Recording playback is not currently available in the portal, and recordings are not publicly accessible. Under the Notifiable Data Breaches scheme we take reasonable steps to assess a suspected eligible data breach within 30 days. If a breach is likely to cause serious harm, we notify the affected people and the Information Commissioner as soon as practicable. We tell affected businesses without unreasonable delay.

11. Children

Our service is for businesses. A child may phone a business that uses Pickup Line. Calls are recorded and transcribed, so information a child volunteers may also be collected. We handle unsolicited information as described in section 3. A parent or guardian can contact us to ask about a child's information.

12. Emergencies

Pickup Line is not an emergency service. If someone is in danger, call 000. An urgent alert to a business is a message, not a call for emergency help.

13. Changes to this policy

We may update this policy. The date at the top shows when. For material changes affecting businesses we will give notice as set out in the Tenant Terms.