Last updated 25 September 2026
Privacy policy
Keel Co answers phone calls for small health clinics when their team can't. This policy explains what information we handle when we do that, why, and how we look after it.
Who we are
Keel Co is a registered business name operating in Brisbane, Queensland. You can contact us about privacy at keelco.au@gmail.com.
Whose information we handle
- Callers: people who phone a clinic that uses Keel Co, usually patients or prospective patients.
- Clinics: the owners and staff of the clinics we work for, and the business details they give us.
What we collect from callers
When our virtual receptionist answers a call for a clinic, we collect:
- the phone number the call came from
- the caller's name and the number they'd like to be called back on
- the reason for the call, in the caller's own words, which may include health information such as an injury or symptom
- a recording and written transcript of the call
- the date, time and length of the call
Callers are told at the start of the call that they are speaking with a virtual assistant.
Why we collect it
We collect caller information for one purpose: to pass the caller's message to the clinic they called, so the clinic can call them back. We also review calls to check the service is working correctly and to fix mistakes.
We do not sell caller information, use it for marketing, or share it with anyone other than the clinic the caller rang and the service providers listed below.
Who we share it with
- The clinic the caller phoned, by text message and email.
- Service providers that run the system: our phone carrier (Twilio), our voice assistant and call recording provider (ElevenLabs), our automation service (n8n) and our email provider (Google). They process information only to provide their service to us.
Storage outside Australia
Some of these providers store or process information outside Australia, including in the United States and the European Union. We choose established providers with strong security practices and take reasonable steps to make sure information is handled consistently with Australian privacy law.
How long we keep it
We keep call recordings and transcripts for no longer than 90 days, then delete them. Messages already delivered to a clinic become part of that clinic's own records and are handled under the clinic's privacy policy.
When a clinic stops using Keel Co, we delete that clinic's call records within 30 days.
Keeping it secure
Access to call information is limited to the people who run Keel Co. Our accounts are protected by strong passwords and, where available, two-step sign-in.
Accessing or correcting information
If you called a clinic and want to know what we hold about you, want it corrected, or want it deleted, email us. We'll respond within 30 days. You can also contact the clinic you called.
Complaints
If you have a concern about how we've handled your information, email us first and we'll try to resolve it. If you're not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
Changes
We may update this policy as our service changes. The date at the top shows when it was last updated.