Privacy Policy

When you contact us or use our website

• Enquiries via our contact form: name, company, email address, phone number and message
• Information you provide when you email or call us, or enter into a service agreement

We do not use cookies for tracking or analytics, and our website does not deploy third-party advertising or tracking pixels.

When you use the Metcom Voice service

• Account and user information: business and user names, email addresses, phone numbers, extensions and roles
• Call metadata: calling and called numbers, and the time, date and duration of calls
• Call recordings, transcripts and summaries, where you enable recording or transcription
• Data from CRM and business systems you connect: contact and related record details matched by caller ID, and call activity written back as notes
• Integration credentials: OAuth access and refresh tokens for connected CRM systems, held to maintain the connection

Recordings and transcripts may contain the personal information of callers and staff, including names, numbers and the content of conversations.

We collect personal information only for purposes directly related to our business activities, including to:

• respond to your enquiries and provide information about our services
• connect, route and manage your calls, and deliver the services you have ordered
• record, transcribe and summarise calls where you have enabled those features
• provide CRM screen-pop, contact and matter lookup, and call logging to your connected system
• provide support, troubleshoot faults and maintain the service
• bill for the service, manage your account and meet our legal and regulatory obligations

We will not use your personal information for a purpose you would not reasonably expect. We do not sell your information or the information of your callers, and we do not use it for advertising.

Enquiries submitted through our contact form are delivered to our team by email and are not stored in a database.

Information held as part of the Metcom Voice service is stored as follows:

• The service is hosted on Amazon Web Services in the Sydney region (ap-southeast-2). Account data, call metadata, recordings, transcripts and summaries are stored in Australia
• Information is encrypted in transit using TLS 1.2 or higher
• Access is restricted to authorised Metcom staff and controlled by role, with each customer’s data isolated from other customers’

• AI call intelligence (transcription, summaries, sentiment and action items) is optional and enabled per customer
• Speech-to-text transcription is carried out by a specialist AI provider used by Metcom, on Australian servers where you require Australian processing
• AI summaries and analysis are processed by an AI provider used by Metcom. Depending on the provider, processing may take place in Australia or overseas. Where you require AI processing to remain in Australia, we arrange this, restrict it to Australian-hosted services, and confirm it in your quote
• AI features operate with a person in the loop: your staff review and confirm AI-generated notes before they are written to your CRM
• Your information is not used to train AI models. Transcription is processed under zero-retention terms, and other AI processing is carried out under each provider’s no-training terms

We use the following providers to deliver our services. They are bound by confidentiality and may only use your information to provide their service to us:

• Amazon Web Services (Sydney): hosting, compute and storage
• Business systems we use to manage accounts, billing, customer relationships and support
• Specialist AI providers used by Metcom: speech-to-text transcription and AI analysis, when enabled, on Australian-hosted services where you require Australian processing
• CRM and business systems you choose to connect: your information flows to and from these only when you enable the integration
• Google Firebase Cloud Messaging: mobile push notifications (device tokens only, no call or client content)

We provide details of the providers used for your service on request, and give notice before changing a provider for your service.

• Call recordings are kept for 12 months by default and then deleted automatically. Transcripts and summaries follow the same period unless you ask for a shorter one. Longer retention can be arranged
• Faxes are kept in the portal for 90 days and then deleted automatically
• On termination, your service data is deleted within 30 days, or earlier on request
• You are responsible for exporting anything you need to keep before it is deleted

We do not sell, rent or trade your personal information. We may disclose information to:

• the service providers listed in section 5, where needed to deliver our services
• law enforcement or government bodies where required by law
• others where you have instructed or consented

Your data is stored in Australia. The only processing that may occur overseas is AI summary processing where Australian-only processing has not been arranged, as set out in the Fair Use Policy. Where you require AI processing to remain in Australia, it is kept in Australia.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, including encryption in transit, role-based access controls, separation of each customer’s data, and secure handling of integration credentials. No method of transmission over the internet is completely secure, so if you have concerns please contact us.

If we become aware of a data breach affecting your information, we will tell you promptly and work with you on any notification required under the Notifiable Data Breaches scheme.

Under the Australian Privacy Principles, you have the right to access personal information we hold about you and to request corrections if it is inaccurate, incomplete or out of date.

Because we handle much of the Metcom Voice information on behalf of a business, requests from individuals such as callers or clients should be directed to the business that holds the account, and we will assist that business to respond. For information Metcom holds as the account holder, contact us using the details below. We will respond within a reasonable timeframe and at no charge.

If you believe we have breached the Australian Privacy Principles, you may lodge a complaint with us directly, and we will investigate and respond within 30 days. Service complaints are handled under our Complaints Handling Policy.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. For telecommunications service complaints, you may also contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at tio.com.au.

We may update this Privacy Policy from time to time. The current version will always be available at metcom.cloud/privacy. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.

For privacy-related enquiries, corrections or complaints: