Privacy Policy

Who we are

ByteRoute is a service of ORDERLINE AU (ABN 57 534 015 650), a business registered in Victoria, Australia. That ABN identifies the entity accountable for the personal information described here. In this policy, “we” means that entity, “shop” means a business that subscribes to our service, and “caller” means a person who telephones that shop.

We are an APP entity under the Privacy Act 1988 (Cth) and handle personal information in accordance with the Australian Privacy Principles.

Two different relationships

We hold personal information in two distinct capacities, and they carry different obligations:

• As the business you deal with. When you enquire through this website or subscribe to ByteRoute, we are the controller of your information.
• On behalf of a shop. When a caller orders from a shop using ByteRoute, we process that caller’s information under the shop’s instructions. The shop decides what happens to it; we act on their behalf and do not use it for our own purposes.

What we collect

From shop owners and enquirers

• Name, email address, shop name and anything you write in the demo request form.
• Account and billing details if you subscribe, including your ABN and trading hours.
• Menu content you upload, which may include your pricing and supplier notes.

From callers, on behalf of the shop

• The caller’s phone number, as presented by the telephone network.
• The order itself — items, customisations, quantities, the total, and the pickup time.
• A transcript of the call, generated so the system can take the order and so the shop can check a disputed docket.
• An audio recording of the call, only where the shop has enabled recording. Recording is off by default and can be turned off per shop at any time.

Call recording and consent

Australian state and territory listening-device laws govern the recording of telephone conversations, and the rules differ between jurisdictions. Where a shop enables recording, our system plays a notice at the start of the call informing the caller that the call is being recorded before any recording begins.

The shop is responsible for ensuring that recording is lawful in its jurisdiction and that the notice we play meets local requirements. If a caller objects to being recorded, the call is transferred to the shop’s own line.

How we use it

We use personal information to:

• Take, confirm and route orders to the shop’s kitchen system.
• Send the caller an SMS or WhatsApp receipt for their order.
• Provide the shop with call analytics and order history.
• Respond to your enquiry, provide support, and bill you if you subscribe.
• Diagnose faults and keep the service secure and reliable.

We do not use call recordings, transcripts or customer data to train AI models, and we do not sell personal information to anyone.

Where it is stored, and for how long

• Call recordings and transcripts are stored in Australian data centres and automatically deleted after 30 days. A shop can request a shorter retention period.
• Order records are retained for as long as the shop’s account is active, and for seven years thereafter where Australian tax law requires it.
• Demo enquiries submitted through this website are retained for 24 months, then deleted.

Who else touches it

We rely on third parties to run the service. Each is bound by contract to handle information only as we instruct:

• Telecommunications carriers, to receive and route calls.
• Cloud hosting and speech-processing providers.
• SMS and messaging providers, to deliver receipts.
• Payment processors, for subscription billing.
• The demo request form on this website is submitted through FormSubmit, which forwards it to our email address.

Some of these providers process data outside Australia. Where that happens, we take reasonable steps to ensure the recipient handles the information consistently with the Australian Privacy Principles, as APP 8 requires.

Your rights

You may ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Write to sales@byteroute.au and we will respond within 30 days.

If a caller wants a recording or transcript deleted, the request should go to the shop they called, since the shop controls that record. If it reaches us first, we will pass it on and act on the shop’s instruction.

Security

Recordings and transcripts are encrypted in transit and at rest. Access is restricted to staff who need it to support the service, and access is logged. No system is perfectly secure, but if a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

Cookies and analytics

This website sets no advertising or tracking cookies. If analytics is enabled, we use a privacy-preserving product that records aggregate page views without cookies and without building a profile of you across sites.

Complaints

If you believe we have mishandled your personal information, contact us first at sales@byteroute.au. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes

We will update this page when our practices change, and will revise the date at the top. If a change materially affects subscribing shops, we will email them.