Privacy Policy

1. Who we are

MetricGrow (ABN: 80 861 760 411) is a sole trader business operating in Victoria, Australia (“we”, “us”). We handle personal information in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). Contact us at hello@metricgrow.com.au.

2. What we collect

From business clients: name, business name, mobile number, email address, ABN, trade, suburb, phone carrier, the mobile numbers or emails nominated to receive lead alerts, billing details (handled by our payment provider), account activity, and website usage data.

From people who call or text our clients’ numbers: phone number, call time and duration, the full content of text conversations (including job descriptions, addresses or suburbs, and photos or documents sent by SMS or MMS), and, where voicemail or AI voice features are turned on, voicemail audio and transcripts.

From website visitors: cookie and device information, pages viewed and how you use the site.

We don’t set out to collect sensitive information, but a message or photo may contain some. We handle it only to provide the service.

3. How we collect it

Directly from you (forms, emails, texts), automatically from calls and messages handled by our systems, and from the business client the caller phoned.

4. Why we use it

To send automated replies to callers on behalf of our clients, pass leads to the client, run billing and support, keep the service secure and working, improve it, and meet legal requirements.

5. Who we share it with

We don’t sell, rent or trade personal information, and we don’t pass caller details to lead brokers. We share information only with:

• the business client the caller phoned, including anyone the client nominates to receive lead alerts;
• service providers who process data on our behalf, such as cloud communications, workflow automation, AI model, customer-management, payment and analytics providers; and
• authorities, where the law requires it.

6. Overseas providers

Our service providers are located primarily in the United States and the European Union, and your information may be stored or processed there. We take reasonable steps (including contractual protections) to make sure these providers handle information in line with the APPs. We can provide provider details on written request. Because we may change providers as we grow, we describe them by type, not by name.

7. Calls, recording and AI

• Standard missed-call text-back lines do not record voice calls.
• Where voicemail, automated phone answering or AI voice features are turned on, calls and voicemails may be recorded, transcribed or processed by AI. Callers hear a spoken notice at the start of the call saying so.
• Message content, photos, voicemail and transcripts may be processed by AI providers to write automated replies, summaries and lead details for the business client.

8. Text messages and opting out

The texts we send are replies to calls made to our client’s number, sent on that business’s behalf. To stop receiving messages, reply STOP at any time.

9. Website cookies and analytics

Our website (metricgrow.com.au) uses cookies and analytics tools, including Google Analytics, to measure traffic and improve the site. You can turn cookies off in your browser settings.

10. Security and breaches

We take reasonable steps to protect information, including using reputable providers and access controls. If a breach is likely to cause serious harm, we’ll notify affected people and the Office of the Australian Information Commissioner (OAIC) as the law requires.

11. How long we keep it

We delete conversation records 12 months after the conversation, and client account records 12 months after an account ends, unless the law requires us to keep them longer.

12. Your rights and complaints

You can ask to access, correct or delete your personal information by emailing hello@metricgrow.com.au. We may need to verify your identity, and we respond within 30 days. If a business client also holds your information, we may refer you to them for their copy.

If you have a privacy concern, contact us first so we can try to fix it. If you’re not satisfied, you can complain to the OAIC at oaic.gov.au.

13. Changes

We may update this policy. The effective date at the top shows the latest version.