Trust

Security & data residency

Australian-owned, Australian-hosted, and specific about the parts that are not.

Last updated: 26 September 2026.

Where your data is stored

Everything we hold about you and your callers is stored in Australia, in a Sydney data centre. That covers your account, your configuration, your enquiry records and your call transcripts. Our servers, our database and our dashboard all run there.

Where your calls are processed

Your caller's audio never leaves Australia. Calls are answered on our own servers in Sydney. The speech-to-text step — turning what the caller says into words — uses a specialist provider, on its Australian endpoint, where both the processing and any storage stay in a Sydney data centre, and with its model-training option switched off, so your callers' audio is never used to train anybody's model. Most services in this market send call audio to an overseas transcription provider. We do not.

Two parts of the call do use specialist providers outside Australia, and we would rather tell you than let you assume otherwise:

• Working out what to say. The language model that decides how to respond, and that pulls the caller's name, number and reason for calling out of the conversation, is hosted outside Australia. The text of the conversation is sent to it. The audio is not.
• The voice itself. The words the assistant is going to say are sent to a speech provider outside Australia, which sends back the audio. Again, text out, audio back.

So: audio stays here, storage stays here, and the text of a conversation passes through providers overseas while the call is happening. If that distinction matters to your business — and for some professions it will — tell us during onboarding and we will talk it through properly rather than give you a marketing answer.

Who we use, and where

We will name the specific providers, and the countries they operate in, on request. We will give you notice before adding a provider that handles your data in a new country.

Transcripts, and what we do not record

A written transcript is produced for every call, so we can capture the enquiry and send you the message.

We do not record call audio. There is no setting that turns it on, and there is no stored recording of any call hello247 has answered. We may offer it later — for some businesses it is genuinely useful — and if we do, it will be off by default, announced to the caller whenever it is on, and introduced on notice. Until then a transcript is the only record of what was said.

Recording and monitoring law in Australia varies between states, and a transcript can still be a record for its purposes. You are responsible for the consents that apply where you and your callers are. We will help you get it right, but we cannot give that consent on your behalf.

Transcripts and enquiry records are kept for as long as your account is open and deleted 30 days after it closes. You can ask us to delete a specific transcript at any time.

Australian numbers, Australian routing

Your phone number is Australian and delivered on carrier-grade infrastructure by an Australian carriage service provider. Calls are routed the way you choose — to your team, to the AI, or split by time and caller.

The service cannot be used to call 000. It is not a replacement for a standard telephone service. Anyone who needs police, fire or ambulance must dial 000 from a mobile or fixed line.

Access & isolation

Each client's data is kept separated, and access is limited to what's needed to run and support your service. Client dashboards are individually secured, and administrative access is controlled and logged.

Human support you can reach

When something needs a person, you get a local one. We don't hide behind a ticket queue for the things that matter.

Responsible disclosure

If you believe you've found a security issue, please email hello@hello247.com.au and we'll respond promptly.

We keep this page current as our infrastructure changes. For specifics relevant to your firm, ask us during onboarding.