REACHable Privacy Policy

REACHable is a call answering service run by TechAble. This policy explains how we handle personal information when we answer calls for a business (our "client"), and when a business signs up with us. For visitors to the wider TechAble website, see our main privacy policy.

1. Who we are

"We", "us" and "our" mean Techable Information Technology Solutions, a business registered in the Philippines, trading as techable.io, TechAble and REACHable (RM 4E TSC Residences & Suites, Pres. Magsaysay St., Cebu City, Philippines).

We comply with the Philippine Data Privacy Act of 2012. Because our clients and their callers are in Australia, we also follow the Australian Privacy Principles as the standard for how we handle personal information.

2. Our role when we answer your calls

We answer calls on behalf of our clients. The information a caller gives us is collected for that client, and we handle it on their instructions. If you called a business and we answered, that business may have its own privacy policy that also applies to you.

3. What we collect

From callers

• Your name and callback number
• What your call is about
• Any other details the business has asked us to take, such as your suburb, how urgent the matter is, or your client number
• The date, time and length of the call, and the number you called from
• Voicemail messages left outside cover hours, which we send to the business

We don't ask callers for sensitive information such as health details unless a client has told us it's needed to handle the call. If you share something sensitive without being asked, we pass on only what the business needs. Please don't give us payment card details over the phone.

From clients

• Business name, ABN and industry
• Contact names, email addresses and phone numbers, including anyone we transfer calls to
• Your phone number and provider, cover hours and call handling instructions
• Your greeting, questions, common answers and any job or practice management system you tell us about
• Billing details and our communications with you

4. How we use it

• To answer calls, take messages and transfer callers
• To send messages by email and, where it applies, SMS or WhatsApp
• To prepare your monthly call summary and count calls for billing
• To set up, train for and support your account
• To check the quality of our service and meet our legal obligations

We never sell personal information, and we don't use caller details for our own marketing. We don't use call data or caller details to train AI tools.

5. Who can see it

• Our receptionists and supervisors. Access is limited to the people handling your account or supporting them, using individual logins.
• The client. Messages and call summaries go to the people the client has told us to send them to.
• Our service providers, who help us run the service (see section 7).
• Authorities, where the law requires it.

6. Overseas handling

Our receptionists are based in the Philippines, so caller and client information is accessed from there. Our team works under written confidentiality terms. We remain responsible for how our team handles this information.

Our phone system is hosted in Singapore. Other providers we use store information in the United States and the European Union. We choose providers with strong security and privacy commitments.

7. Service providers

We use these providers to run REACHable:

• Phone system and call logs: 3CX, hosted in Singapore
• Phone numbers and SMS alerts: Twilio
• WhatsApp alerts: WhatsApp Business, run by Meta
• Messages, email and documents: Google Workspace
• Setup form processing: Make.com
• Agreements: DocuSign
• Payments: Wise
• Booking calls: Calendly

8. Call recording

We only record calls when a client asks us to. When recording is on, callers hear a message at the start of the call telling them it's being recorded. Recordings are kept for 90 days, and only our supervisors and the client can access them.

Voicemails left outside cover hours are recordings. We send them to the business by email and keep them for 30 days.

9. How we protect it

• Individual logins for each team member
• Access limited to the accounts each person works on
• Access removed when someone leaves or changes role
• Two-step login on our phone, email and messaging systems

10. How long we keep it

• Call messages and call logs: 12 months from the call
• After-hours voicemails: 30 days after we send them to the business
• Client account and billing records: for as long as you're a client, then for as long as tax and business record laws require
• Setup forms that don't go ahead: 12 months

When a client leaves, we delete or de-identify their caller information within 30 days, unless the law requires us to keep it. Clients can ask for a copy before it's deleted.

11. If something goes wrong

If we find a data breach that affects a client's information, we'll tell that client within 72 hours and work with them on next steps. Where the law requires it, we'll also notify the people affected and the National Privacy Commission of the Philippines.

12. Accessing or correcting your information

You can ask to see, correct or delete the personal information we hold about you by emailing support@techable.io with the subject line "Privacy request". If you're a caller, we may need to check with the business you called. We aim to reply within 30 days.

13. Complaints

If you're unhappy with how we've handled your information, please email us first and we'll look into it. If you're still not satisfied, you can contact the National Privacy Commission of the Philippines.

14. Changes to this policy

We may update this policy as our service changes. We'll change the date at the top of this page, and tell clients directly about significant changes.

15. Contact

Email support@techable.io with any questions about this policy. Our founder is our Data Protection Officer and can be contacted at the same address.