Privacy Policy

Last updated: 21 July 2026

Hey Lea ("we", "us", "our") provides an AI-powered receptionist and call-handling service to medical clinics and small businesses in Australia. This policy explains how we collect, use, store and disclose personal information in connection with our website and services, in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

1. What information we collect

Depending on how you interact with us, we may collect:

  • Contact details you provide through our website (name, email, phone number, clinic name)
  • Information provided during a demo call, including any details you choose to share
  • Business and billing information from clinics who become clients (practice name, contact person, ABN, billing details)
  • Call recordings, transcripts and metadata generated when calls are handled by our service on behalf of a client clinic
When Hey Lea answers calls on behalf of a client clinic, the caller's personal information (and any health-related information they share, such as reason for calling) is collected on that clinic's behalf. The clinic is responsible for their own callers under their own privacy obligations, and Hey Lea acts as their service provider in handling that information. Callers are told at the start of the call that it may be recorded, and told again at the end of the call that their details will be passed on to the clinic team by email.

Where a caller shares health-related information during a call (such as their reason for calling), this is collected with their consent, given verbally by the caller at the start of the call.

2. How we use information

We use personal information to:

  • Operate and improve our website and demo service
  • Provide the call-handling service to client clinics
  • Send call summaries to the relevant clinic team by email
  • Communicate with prospective and existing clients about our service
  • Meet legal and accounting obligations

We do not use call audio, transcripts, summaries or caller information to train, fine-tune or improve any machine learning model, and we contractually require our sub-processors not to either.

3. Who we disclose information to

We may disclose information to:

  • The client clinic a caller is contacting (for calls handled on their behalf)
  • Service providers who help us operate Hey Lea, including our voice AI provider, telephony provider, automation platform and email provider

Some of these service providers store or process information in the United States. We take reasonable steps to ensure information handled by these providers is protected consistently with the Australian Privacy Principles.

We do not sell personal information to third parties.

4. How long we keep information

Call recordings, transcripts and caller details are processed solely to generate and deliver the call summary to the relevant clinic. No call audio, transcript or caller detail is retained at rest by our processing systems, and any transient data generated while processing a call is permanently deleted within 15 minutes of the summary being generated. Where delivery of a summary fails, the summary is retained only for the purpose of attempting redelivery, for up to 24 hours, after which it is permanently deleted whether or not delivery succeeded. Business and billing information for client clinics is retained for as long as needed to provide the service and meet legal and accounting obligations.

5. Data security and breach response

We take reasonable steps to protect personal information from misuse, loss, and unauthorised access, use, or disclosure. If we become aware of a data breach that is likely to result in serious harm, we will assess and respond in accordance with the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

6. Access and correction

You can ask us for access to, or correction of, personal information we hold about you by contacting us using the details below. We will respond within a reasonable time.

7. Complaints

If you have a concern about how we've handled personal information, please contact us first using the details below so we can try to resolve it. If you're not satisfied with our response, you can lodge a complaint with the OAIC at oaic.gov.au.

8. Contact us

Hey Lea
jonathan@heylea.com.au
Sydney, Australia

9. Changes to this policy

We may update this policy from time to time. The current version will always be available on this page.