Effective date: 11 September 2026

Always Prompt Repairs (“we”, “us”) provides appliance repair and related services in Australia. This policy explains how we collect, use, store, and share personal information when you book, call, message, visit our website, leave a review, or otherwise deal with us.

Entity / contact: Always Prompt Repairs · ABN 89 156 428 607 · Email: [email protected] · Phone: (07) 3062 2377

1. Who we are

Always Prompt Repairs provides appliance repair and related services in Australia. This policy explains how we handle personal information in line with the Australian Privacy Principles (APPs) style obligations that apply to our business.

2. What we collect

Depending on how you contact us, we may collect:

Identity & contact: name, email, phone/mobile, address / site address
Job & appliance: brand, model, serial or rating-plate photos, fault description, access notes, photos/videos you send
Booking & payment: appointment times, service type, quotes, invoices, payment references (card details are handled by our payment providers — we do not store full card numbers)
Call / chat / SMS: call recordings or transcripts where our phone agent (e.g. Ava) is used; SMS content (booking links, rating-plate prompts, review links); website chat if enabled
Technical: IP address, device/browser data, cookies/analytics on our websites
Reviews & feedback: ratings and comments you submit

We may also hold related business records in our operations systems (including Simpro) and supporting tools (hosting, SMS, voice AI, email).

3. How we collect it

Directly from you (website booking, phone, SMS, email, on-site)
From our technicians and office staff during the job
From service providers acting for us (e.g. voice AI, SMS, payments, hosting)
From publicly available sources only where reasonable and related to providing the service

If you provide someone else’s details (e.g. site contact), you confirm you are authorised to do so.

4. Why we collect it (purposes)

We use personal information to:

Take bookings, diagnose faults, quote, schedule, perform, and invoice repairs
Identify appliances (including optional rating-plate photos) so we can source parts and advise correctly
Communicate with you (confirmations, reminders, technician updates, SMS links you consent to)
Improve safety and quality (job history, training, internal technical assistance tools used by authorised staff/technicians only)
Send review/feedback requests by SMS/email where appropriate
Meet legal, insurance, warranty, and record-keeping duties
Secure and operate our websites and systems

We do not sell your personal information.

5. AI and automated tools

We use technology to help run the business, including:

Phone/voice assistance for booking and triage
Internal technician / quoting assistance that may retrieve prior job history and manufacturer/supplier technical material so authorised staff can get cited recommendations

These tools are operated for our business purposes. Customer-facing decisions (quotes sent, work performed) remain under human control according to our processes. Internal AI tools are restricted to authorised users.

6. SMS and optional consents

Some SMS are operational (e.g. booking confirmation). Others are optional, such as:

A link/prompt to send a rating-plate photo
A review / rating request after a job

Where we ask for consent for a specific SMS, we will only send that message if you agree. You can opt out of marketing-style messages by replying STOP where that channel supports it (operational messages about your active job may still be necessary).

7. Who we share information with

We share information only as needed with:

Our technicians and office staff
Simpro and other operations/hosting providers
SMS, voice, email, payment, and analytics providers
Parts suppliers and manufacturers when required to obtain parts or technical guidance. If your repair is or becomes a manufacturer warranty claim, we share the details needed to lodge and process that claim with the manufacturer, unless you tell us not to (if you opt out, we can only proceed as a private/paying job)
Professional advisers, insurers, or regulators when required
Anyone you ask us to involve

Overseas disclosure: some providers may process data outside Australia. We take reasonable steps to ensure they handle it consistently with this policy and Australian privacy expectations.

Our phone services are provided by Maxo Telecommunications (Maxotel). Call history on that platform is retained for up to seven years. Where call recording is enabled, recordings are stored in Maxotel’s recording storage (and any backups we configure) according to the retention/storage settings on our account. We are responsible for how recording is used, including any required notices.

8. Storage and security

We store information in our systems (including Simpro and secured hosting such as our ops environment) with access controls. No method of transmission or storage is completely secure; we take reasonable steps to protect against misuse, interference, loss, and unauthorised access.

9. Retention

We keep personal information only as long as needed for the purposes above, and as required by law, warranty, insurance, and our internal Data Retention & Privacy rules. When no longer required, we take reasonable steps to destroy or de-identify it.

Job / booking records: 7 years
Tax / business records: at least 5 years where ATO rules apply
Wage / employment records (if held): 7 years
Ava / ElevenLabs call transcripts & audio: 2 years by default (provider default; we may configure a shorter period)
Maxotel call history (CDR): up to 7 years
Maxotel call recordings: retained in Maxotel recording storage (and any backups we configure) per account settings / storage quota
Rating-plate / job photos: with the job file up to 7 years
SMS opt-outs / suppression: as long as needed to honour the opt-out

10. Access and correction

You may request access to, or correction of, personal information we hold about you. Contact us using the details above. We may need to verify your identity. If we refuse a request, we will explain why (where required).

11. Complaints

Contact us first. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC): https://www.oaic.gov.au/

12. Changes

We may update this policy from time to time. The effective date above will change when we publish updates.