Privacy Policy

This Privacy Policy explains how Howdy Mate Pty Ltd ACN 697 444 643 (Howdy Mate, we, us, our) collects, uses, stores, discloses, and manages personal information in connection with the Howdy Mate platform and all associated services.

We are committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Policy applies to our clients, their customers who interact with our AI voice agents, and individuals who visit our website or contact us.

1. What personal information we collect

1.1 From our clients

We collect from subscribing clients:

• Business owner name, contact name, and role
• Email address and mobile number
• Business name, ABN, and business address
• Trade type, service area, and business configuration information
• Payment information processed by our payment provider — we do not store card details
• Job management software integration configuration
• Calendar and scheduling integration configuration, including through Google
• Correspondence and communications with Howdy Mate

1.2 From callers to client AI agents

When individuals call a business using the Platform, we collect:

• Caller name and mobile number
• Service address and location details
• Nature of the enquiry or job request
• Call transcripts generated automatically following each call
• Call audio recordings where this feature is enabled
• Booking and scheduling details
• Any other information voluntarily provided during the call

1.3 From customers via digital services

Where clients use Add-On Services including SMS automation or AI chat services, we may collect:

• Customer name and mobile number
• Customer responses to automated SMS communications
• Review content submitted via review request links
• Chat enquiry content submitted through AI chat widgets
• Referral information submitted through referral program links
• Social media message content (where multi-channel lead capture is activated)

1.4 From website visitors

When individuals visit our website we may collect IP address, device information, browser type, pages visited, and contact form submissions.

2. How we collect personal information

We collect personal information directly from clients through intake forms and account setup; from callers through the Platform's call handling; through automated SMS and digital communications; through AI chat widgets on client websites; through social media integrations where activated; through our website contact forms; and from referral partners where the individual has consented or where otherwise permitted by law.

We may also collect personal information from service providers, business partners, public sources, government organisations, and organisations or people authorised by you.

We only collect personal information by lawful and fair means. Where practicable we collect directly from the individual concerned.

3. Why we collect and use personal information

3.1 Client personal information

We use client personal information to provide and maintain the Platform and Services, process payments, communicate about accounts and updates, send weekly and monthly performance reports, provide access to the client dashboard and mobile application, improve the Platform, send your promotional information and manage your marketing preferences, and comply with legal obligations.

3.2 Caller and customer personal information

We collect and use caller and customer personal information on behalf of our clients to answer inbound calls, generate summaries and notifications, send automated communications, facilitate bookings and calendar management (including through calendar and job management platform integrations), make call transcripts and recordings available for us and our clients, deliver Add-On Services selected by the client, and comply with legal obligations. Clients are responsible for informing their customers about the use of AI voice and communication services.

3.3 Website visitor information

We use website visitor information to operate and improve our website and for analytics purposes, and comply with legal obligations.

4. Disclosure of personal information

4.1 Disclosure to clients

We disclose caller and customer personal information to the relevant client whose AI Agent handled the call or communication. This is the core function of the Platform.

4.2 Disclosure to service providers

We disclose personal information to third-party service providers who assist in delivering the Platform. These service providers perform functions including:

• Telephony and SMS delivery — Australian and overseas infrastructure
• AI voice processing and natural language understanding — overseas (United States)
• AI voice synthesis — overseas (United States)
• Cloud database and storage — Australian infrastructure
• Payment processing — overseas (United States)
• Automation and workflow processing — Australian-hosted infrastructure
• Social media platform integration (where activated) — overseas (United States)
• Online review and business profile platform integration (where activated) — overseas (United States)
• Calendar integration (where activated) — Australian and overseas infrastructure (where applicable)
• Job management software integration (where activated) — Australian and overseas infrastructure (where applicable)
• Client dashboard and mobile application delivery — third-party web application platform which may be hosted on overseas infrastructure. This platform is used to display data to clients. Sessions and authentication data may be processed on this platform's overseas infrastructure

We take reasonable steps to ensure that our service providers handle personal information in accordance with the Australian Privacy Principles.

4.3 Cross-border disclosure — Australian Privacy Principle 8

We store your personal information in Australia. However, your information may be accessed from or transferred to locations outside Australia in these circumstances:

• when our service providers are located overseas, including in the United States
• when we work with overseas business partners
• when using cloud-based services or data storage solutions

Before disclosing your personal information overseas, we take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles.

4.4 Other disclosures

We may disclose personal information to our professional advisers (including bankers, auditors, insurers and insurance brokers, and legal advisers), to our existing and potential business partners (including agents and contractors), where required by law, to protect the rights or safety of Howdy Mate or others, in connection with a business acquisition, or with the individual's consent. We do not sell personal information to third parties.

4.5 Signing in with a third-party account

When you use single sign-on (such as Google) to connect with us, we receive personal information from that provider based on your privacy settings with them. This may include your name, username, profile picture, and other details you have chosen to share.

We use this information to create your profile on the Platform and give you access to our services.

5. Call recording, transcription and AI communications

5.1 Call transcription

All calls handled by the Platform are automatically transcribed. Call transcripts are generated following each call and are used to provide call summaries, notifications, and performance reports to clients.

5.2 Call audio recording

Call audio recordings may be generated where this feature is enabled on the Platform. Call audio recordings may be made available to clients after each call for monitoring and quality assurance purposes.

5.3 AI communications and disclosure to callers

The AI Agent is an automated artificial intelligence system. The AI Agent includes an automated disclosure to callers at the commencement of each call advising that the call may be recorded or transcribed.

5.4 Collection of information by the AI Agent

Personal information collected through the AI Agent may be collected by us and our clients, who are independent businesses. When we work with clients who use our AI Agent, we ensure that they handle your personal information in accordance with privacy laws through contractual arrangements.

5.5 Caller rights

Callers who do not wish their call to be recorded or transcribed may end the call and contact the client's business by other means. You can contact the client's business for more information about how they handle your personal information.

6. Storage and security

Customer and client data is stored on Australian cloud infrastructure. Certain AI processing functions are performed using overseas infrastructure. We implement reasonable security measures including encryption in transit and at rest, multi-factor authentication for administrative access, and access controls limiting access to authorised personnel.

7. Data retention

We keep your personal information only as long as we need it for the purposes we collected it, or as required by law. When we no longer need it, we securely destroy or de-identify it.

8. Access, correction, and complaints

8.1 Access and correction

Individuals may request access to personal information Howdy Mate holds about them and request correction of inaccurate information by emailing privacy@howdymate.com.au. We will aim to respond within thirty (30) days and may require identity verification.

We may charge a reasonable administrative fee for providing access and if we cannot provide access, we will explain why and explore alternative ways to share relevant information.

If we cannot correct your information upon request, we will explain why and discuss alternatives. You can ask us to add a statement to your information noting your requested correction.

8.2 Opt-out from SMS communications

Recipients of automated SMS may opt out by replying STOP to any message. Opt-out requests are processed promptly.

8.3 Complaints

Privacy complaints should be directed to privacy@howdymate.com.au. We will acknowledge within five (5) business days and endeavour to resolve within thirty (30) days. If not satisfied, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

9. Cookies and tracking

9.1 What we use

Our website may use cookies, tracking pixels, and analytics tools to improve user experience and analyse traffic.

9.2 Cookies

Small text files stored on your device that help remember your preferences, enable certain website functions, and make your interactions with our website more efficient.

9.3 Tracking pixels

Tiny, invisible images in web pages and emails that help us understand how you interact with our content, allow us to measure email engagement, and enable more relevant content delivery.

9.4 How we use these technologies

Essential functions

• Remember your login status
• Maintain your session security
• Store your preferences
• Enable core website features

Analytics and performance

• Understand how our website is used
• Measure page views and traffic
• Analyse user navigation patterns
• Identify areas for improvement

Personalisation

• Remember your preferences
• Tailor content to your interests
• Improve your browsing experience
• Provide relevant recommendations

9.5 Your control

You may manage cookies, tracking pixels and analytic tools by:

• adjusting your browser to block or delete cookies
• using privacy-focused browser extensions
• configuring your email client to block images
• using our cookie preference settings

Note: blocking all cookies may affect website functionality and your user experience.

9.6 Google Analytics

We use Google Analytics to understand how people use our website. This involves cookies that collect information about your browsing activity. You can opt out of Google's advertising features through your Google account settings, browser add-ons, or your device's privacy settings. Google provides various tools and options to control how your data is used for advertising purposes. You can learn more about how Google uses your data and your available options on Google's privacy pages.

9.7 Meta advertising tools

We use Meta's advertising tools (such as Meta Pixel) to understand how our ads perform and to show you more relevant advertisements on Meta platforms like Facebook and Instagram when you visit our website or app. You can manage whether we connect information from our website with your Meta account for advertising purposes by adjusting your settings within your Meta account preferences.

10. Artificial intelligence (AI) technologies

10.1 Overview

We use artificial intelligence and machine learning technologies in our business operations and services, including AI tools provided by third parties. We only use these technologies when legally permitted and necessary for our business.

10.2 How we use AI

We may use AI technologies to:

• provide our AI Agent services
• conduct analysis and data processing
• generate and modify content and coding
• improve and optimise our services and operations
• automate routine tasks and communications
• personalise your experience with our services
• support quality assurance processes
• assist with customer support and queries

10.3 Data protection and security

When we work with third-party AI providers, we ensure they handle your personal information in accordance with privacy laws through contractual requirements and appropriate safeguards.

10.4 Your rights and our commitments

Any information generated or inferred about you by AI technologies is treated as personal information, and you maintain all the rights outlined in this privacy policy. When using AI with your personal information, we commit to:

Transparency and control

• We'll inform you when AI is used to make decisions that may significantly affect you
• We maintain human oversight and review of significant AI-generated decisions
• Our staff are trained to understand AI limitations and verify outputs before relying on them
• We implement processes to verify the accuracy of AI-generated outputs

Security

• We use appropriate technical and organisational measures to maintain the security and integrity of your personal information
• We regularly test and monitor AI outputs for accuracy and reliability

Risk mitigation

• We regularly assess and document risks associated with using AI to process personal information
• We implement appropriate measures to address these risks
• We continuously monitor AI performance and regularly review their impact

11. Changes to this policy

We may update this Privacy Policy from time to time. Updates will be published on our website and clients will be notified of material changes by email. Continued use of the Services following notification constitutes acceptance.

12. Contact us

For privacy enquiries, access requests, or complaints:

This Privacy Policy was last updated in 2026.