Privacy Policy
Effective date: 6 May 2026
Backbone Labs respects your privacy and takes the protection of personal information seriously. We collect information to operate our AI phone agent service, support our customers, process payments securely, improve our systems, and communicate with users. If you are a Backbone customer, we collect information needed to manage your account and configure your AI phone agent. If you are calling a business that uses Backbone, we may record and transcribe your call so the AI agent can respond and the business owner can receive a summary of the interaction. We only collect information that is reasonably necessary for our services and handle it in line with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).
Who we are
Backbone Labs is operated by:
- Entity name: Jon Lee Taylor
- ABN: 50 154 134 393
- Website: backbonelabs.com.au
- Email: hello@backbonelabs.com.au
- Registered address: 10 Cutts Street, Barden Ridge, NSW 2234
- Country: Australia
This Privacy Policy explains how we collect, use, disclose and store personal information.
Who this policy applies to
This policy applies to three groups:
- Backbone customers - Small business owners and organisations who sign up to use Backbone services.
- End callers - Members of the public who call a phone number managed by Backbone on behalf of one of our customers.
- Website visitors - People visiting backbonelabs.com.au or submitting forms through our website.
Personal information we collect
Information collected from Backbone customers
When you sign up or use Backbone, we may collect:
- Name
- Email address
- Phone number
- Business name
- Business address
- ABN, if provided
- Account login and activity information
- AI phone agent configuration details, including business hours, services offered, FAQs, call transfer preferences, and order workflows
- Customer support communications
- Billing and subscription information
We do not store full payment card details. Payments are handled by our payment processor.
Information collected from end callers
When someone calls a Backbone-managed phone number, we may collect:
- Voice recordings of calls
- Real-time call transcripts
- Caller phone number (CLI)
- Information voluntarily provided during the call, including name, address, booking details, order details, delivery information, and messages for the business owner
- Payment-related metadata if a payment link is used, including transaction ID, amount paid, and payment status
Payment card details are processed directly by the payment processor and do not pass through Backbone systems.
Information collected from website visitors
When visiting backbonelabs.com.au, we may collect:
- IP address
- Browser type
- Device type
- Approximate location
- Website usage information
- Referral source
- Cookies and similar technologies
- Information submitted through forms, including name, email address, and phone number
How we collect information
We collect information when:
- A customer signs up for Backbone
- Someone calls a Backbone-managed phone number
- A user submits a form on our website
- A payment is made through a payment link
- Someone contacts our support team
- A user interacts with our website or cookies
How we use personal information
We use personal information to:
- Operate AI phone agents
- Answer and route inbound calls
- Generate call summaries and transcripts
- Process orders and service requests
- Send payment links
- Process subscriptions and billing
- Provide customer support
- Improve service quality and AI performance
- Monitor system reliability and security
- Prevent fraud or misuse
- Meet legal and regulatory obligations
- Communicate service updates and important notices
We do not sell personal information to third parties.
Call recordings and AI processing
Backbone uses AI systems to process calls in real time. This allows the AI phone agent to understand requests, respond naturally, generate summaries, and route enquiries appropriately.
Calls may be recorded and transcribed for service delivery, quality assurance, customer support, and training and improvement of our systems.
Our customers are responsible for ensuring they comply with any notification obligations that apply to their own callers under Australian law.
Cookies and website analytics
We use cookies and similar technologies to keep the website functioning correctly, understand website usage, improve website performance, and measure marketing effectiveness.
You can manage cookie preferences through your browser settings and through our cookie banner. For more information, see the Cookie Policy section below.
How we share information
We share information only where reasonably necessary to provide our services.
Service providers and processors
Twilio
- Purpose: Telephony and call routing
- Data processed: Caller phone numbers, call metadata, audio streams
- Location: United States
ElevenLabs
- Purpose: Voice synthesis and speech-to-text
- Data processed: Call audio, voice interactions, transcripts
- Location: United States
Anthropic
- Purpose: AI processing through the Claude API
- Data processed: Call transcripts, customer configuration data, AI prompts and responses
- Location: United States
Stripe
- Purpose: Payment processing and SMS payment links
- Data processed: Payment metadata, transaction status, billing information
- Location: United States
Payment card details are processed directly by Stripe and are not stored by Backbone.
Vercel
- Purpose: Website hosting and infrastructure
- Data processed: Website analytics, technical logs, website traffic information
- Location: United States
Zoho or Google Workspace
- Purpose: Business email and communication systems
- Data processed: Emails, support enquiries, customer communications
- Location: Varies depending on provider configuration
We may also disclose information where required by law, to protect our legal rights, during a business sale, merger or restructure, or to prevent fraud, abuse or security threats.
Cross-border disclosure of personal information
Some of our service providers are located outside Australia, including in the United States.
As a result, personal information may be transferred, processed or stored overseas. While we take reasonable steps to work with reputable providers that maintain appropriate security standards, overseas recipients may be subject to foreign laws.
By using our services, you acknowledge that your information may be disclosed to overseas providers in accordance with this policy and APP 8.
How we protect personal information
We use reasonable technical and organisational safeguards to protect personal information, including:
- Encryption in transit
- Encryption at rest where supported
- Access controls and authentication
- Secure cloud infrastructure
- Logging and monitoring
- Role-based access restrictions
- Secure payment authentication measures, including 3D Secure where supported by the payment provider
No online system can guarantee absolute security. However, we take reasonable steps to reduce security risks and protect the information we hold.
Data retention
We retain information only for as long as reasonably necessary.
Typical retention periods include:
- Call recordings: 90 days
- Call transcripts: 12 months
- Customer account information: For the life of the account and up to 7 years afterwards where required for tax, accounting or legal purposes
- Website analytics data: Varies depending on the analytics provider
- Support communications: As reasonably required for support and operational purposes
We may retain information longer where required by law or to resolve disputes.
Access and correction rights
Under the Australian Privacy Act, you may request access to personal information we hold about you.
You may also request corrections if you believe information is inaccurate, incomplete or out of date.
To make a request, contact:
We may need to verify your identity before processing requests.
Complaints
If you believe we have breached your privacy rights, please contact us first so we can investigate and attempt to resolve the issue.
Email: hello@backbonelabs.com.au
Please include your contact details, a description of the issue, and any relevant supporting information. We will aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: https://www.oaic.gov.au
Children's privacy
Backbone services are not intended for individuals under 18 years of age.
We do not knowingly collect personal information from children.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal obligations or business practices.
When updates are made, the updated version will be published on our website, the effective date will be revised, and significant changes may be communicated directly to customers by email or platform notification.
Contact us
If you have questions about this Privacy Policy or our privacy practices, contact us at:
Appended policy
Cookie Policy
What are cookies?
Cookies are small text files stored on your device when you visit a website. They help websites function properly, remember preferences and understand how users interact with the site.
We may also use similar technologies such as pixels, tags and local storage.
How Backbone Labs uses cookies
We use cookies to keep the website functioning correctly, remember user preferences, analyse website traffic and performance, improve user experience, measure marketing effectiveness, and protect website security.
Types of cookies we use
Strictly necessary cookies
These cookies are essential for the operation of the website and cannot be switched off through our cookie settings.
They may include cookies used for security, session management, form handling, and consent preferences.
Analytics cookies
Analytics cookies help us understand which pages are visited most often, how users navigate the site, what devices and browsers are used, and where website traffic comes from.
This information helps us improve website performance and usability.
Marketing cookies
Marketing cookies may be used to measure advertising campaigns, track conversions, deliver more relevant advertising, and limit repeated advertisements.
These cookies may involve third-party providers.
Third-party cookies
Some cookies may be placed by third-party services we use, including website analytics providers, advertising platforms, and embedded services.
These providers may process data outside Australia.
Managing cookie preferences
You can manage cookie preferences by using the cookie banner settings, changing your browser settings, or clearing cookies from your device.
Most browsers allow you to block cookies, delete stored cookies, and receive alerts before cookies are stored.
Please note that disabling certain cookies may affect website functionality.
Updates to this cookie policy
We may update this Cookie Policy from time to time to reflect changes in technology, legislation or our services.
Updated versions will be published on backbonelabs.com.au.
Contact us
If you have questions about our use of cookies or privacy practices, contact: