This policy explains how Dictate Digital Pty Ltd (ABN 98 665 807 705, ACN 665 807 705), trading as ReputationFlow (we, us, our), handles personal information. We are an Australian company based in Brisbane, QLD.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy applies to https://reputationflow.com.au and to the ReputationFlow service.
1. Two different roles — and why it matters
ReputationFlow handles two distinct kinds of personal information, and your rights differ depending on which one you are:
- You, our client. If you run a business that uses ReputationFlow, we collect information about you and your business directly. We decide how that information is used, so we are responsible for it.
- Your customers. When you upload or enter your customers' details so we can send review requests, you remain responsible for that information. We process it on your instructions and only for the purpose of delivering the service to you. We do not use your customer list for our own purposes, and we never sell it.
2. What we collect
From you (our client or enquirer)
- Name, business name, email address, phone number
- Your industry, approximate customer volume and your Google Business Profile link
- Team member names and photos you choose to add to message templates
- Billing details — note that card numbers are handled by our payment provider, never by us
- Support correspondence, and notes from calls or meetings
- Technical data: IP address, browser type, pages visited, and referring page
About your customers (on your instruction)
- First name and, where you provide it, surname
- Mobile number and/or email address
- A general description of the job or service performed
- Which of your team members did the work
- Message delivery status — sent, delivered, failed, opened, clicked, unsubscribed
We ask you not to send us sensitive information. Do not include health information, financial account details, government identifiers, or anything about a person's race, religion, sexual orientation, political views or criminal record. Our message templates are deliberately designed so none of this is ever needed.
3. How we use it
- To deliver the service — sending review requests and reminders on your behalf
- To show you delivery, response and review reporting
- To provide support, onboarding and account management
- To bill you and keep required financial records
- To improve the service, using aggregated data that does not identify any individual
- To meet our legal obligations
We do not:
- Sell, rent or trade personal information to anyone, ever
- Use your customer list to market our own services to your customers
- Add your customers to any list of ours
- Use your data to train third-party AI models
4. Where AI is used
On plans that include AI review replies, we use automated language models to draft suggested responses to reviews. When we do this:
- Only the public review text, your business name and your service list are used
- No customer contact details are ever sent to an AI provider
- Content is not retained by the provider for model training
- You can require every reply to be approved by a human before it posts
5. Messaging consent and the Spam Act
Review requests are commercial electronic messages under the Spam Act 2003 (Cth). By using ReputationFlow you confirm that:
- You have consent to contact each customer — either express consent, or inferred consent from an existing, current business relationship
- You will not upload purchased, scraped, rented or third-party contact lists
- You will honour unsubscribe requests, which we process automatically
Every message identifies your business and includes a working opt-out. A recipient who replies STOP is suppressed immediately and permanently across all future sending. We maintain that suppression list even if you delete and re-upload the contact.
6. Who we share information with
We share personal information only with service providers who help us run the service:
| Type of provider | Purpose | Data involved |
|---|---|---|
| SMS and email delivery | Sending review requests | Customer first name, mobile or email, message content |
| Cloud hosting and storage | Running the platform | All service data |
| Payment processing | Taking subscription payments | Your billing details (we never store card numbers) |
| Automation and integration | Connecting to your job software | Job completion and customer contact data |
| Analytics | Understanding website use | Anonymised website usage data |
We may also disclose information where required by law, to enforce our terms, or to protect someone's safety.
7. Overseas disclosure
Some of our providers store or process data outside Australia, most commonly in the United States, the European Union, Singapore and New Zealand. Before using a provider we take reasonable steps to ensure they handle personal information in a way consistent with the APPs, including through contractual data protection commitments. By using the service you consent to this disclosure. If this concerns you, contact us — we can tell you exactly which providers apply to your account.
8. Security
We take reasonable steps to protect personal information, including:
- Encryption in transit (TLS) and at rest
- Access limited to staff who need it, with multi-factor authentication
- Reputable hosting providers with recognised security certifications
- Regular backups and reviews of access
No system is perfectly secure, and we will not pretend otherwise. If a data breach occurs that is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.
9. How long we keep it
- Customer contact data: for as long as your account is active, then deleted within 90 days of closure unless you ask for it sooner
- Delivery and reporting logs: up to 24 months, for troubleshooting and dispute resolution
- Unsubscribe records: kept indefinitely — we are legally required to keep honouring them
- Financial records: seven years, as required by Australian tax law
You can request deletion of your customer data at any time and we will action it within 30 days.
10. Your rights
Under the Australian Privacy Principles you can:
- Access the personal information we hold about you
- Correct anything that is wrong or out of date
- Ask us to delete information we no longer need
- Opt out of our marketing at any time
- Complain if you think we have mishandled your information
Email info@reputationflow.com.au and we will respond within 30 days. There is no charge for a reasonable access request.
11. Complaints
If you are unhappy with how we have handled your information, email info@reputationflow.com.au with "Privacy complaint" in the subject line. We will acknowledge within 5 business days and give you a written response within 30 days.
If you are not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
12. Children
ReputationFlow is a business tool and is not directed at anyone under 18. We do not knowingly collect information about children. If you believe we have, contact us and we will delete it.
13. Changes to this policy
We may update this policy as the service changes. The "last updated" date at the top always reflects the current version. If we make a change that materially affects how we handle your information, we will email you before it takes effect.
14. Contact us
Dictate Digital Pty Ltd trading as ReputationFlow
ABN 98 665 807 705 · ACN 665 807 705
Brisbane, QLD 4116, Australia
Email: info@reputationflow.com.au