Privacy Policy
Opt and Save (ABN 82 157 661 013)
Effective: 20 May 2026
Opt and Save is a registered business name of The Trustee for Sunopt Group Unit Trust (ABN 82 157 661 013) (“Opt and Save”, “we”, “us”, “our”). This Privacy Policy sets out how we manage personal information gathered through our consumer telephone outreach, consistent with our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy governs personal information we obtain from consumers in the course of Opt and Save’s outbound telephone campaigns relating to energy and broadband comparison.
1. About Opt and Save
Opt and Save is an Australian utility-comparison service that contacts consumers by telephone — using AI-assisted voice agents — to discuss energy and broadband plans and to help identify more competitive options available in the market. Where a consumer is interested, and with their spoken agreement, we connect them with one of our comparison partners for a more detailed discussion.
When we telephone you, the AI voice agent will introduce itself as calling on behalf of Opt and Save and will make clear that it is an automated virtual assistant. You will be told at the outset that the call is recorded for quality and training purposes. Before any transfer to a comparison partner takes place, the voice agent will seek your verbal agreement to proceed. Should you wish to know our website, contact details, or how to stop receiving calls, you may ask the voice agent during the call, or refer to the relevant sections of this policy.
You can reach us for any privacy matter at:
- General enquiries: info@optandsave.com.au
- Opt-out / unsubscribe: optout@optandsave.com.au
- Telephone: +61 3 7058 2100
You may also opt out at any point during a call simply by telling the voice agent that you do not wish to be contacted again.
2. The Personal Information We Gather
In the course of our calling campaigns we may record:
- the first name you give us during the call, your contact telephone number, and your postcode (we do not record your full street address);
- details relevant to the comparison being discussed — for instance, whether you are responsible for the energy or broadband account at your home, your current provider, and your approximate location for the purpose of checking serviceable areas;
- audio recordings of our calls and the automated transcripts generated from them, kept for quality, compliance and dispute-handling purposes.
3. How Your Information Reaches Us
We obtain personal information:
- directly from you, during our telephone conversation; and
- from third-party data suppliers who provide consumer contact details for legitimate commercial-contact purposes.
4. Do Not Call Register and Telemarketing Compliance
We treat our obligations under the Do Not Call Register and telemarketing law as a priority. In connection with every campaign:
- all calling data is washed against the Do Not Call Register, as required by the Do Not Call Register Act 2006 (Cth), before any consumer is contacted;
- DNCR wash confirmations and receipt numbers are kept on record as the law requires;
- calling is carried out in line with the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017, covering matters such as permitted hours of contact, caller-line identification, and consent;
- we keep an internal Do Not Contact register and we honour it. A request not to be called is actioned by adding your number to that register, and you will not be contacted by us again.
You can ask to be placed on our internal Do Not Contact register at any time — either by telling us during a call, or by emailing optout@optandsave.com.au.
5. How We Use and Share Information
We use personal information in order to:
- speak with you about energy or broadband plans on behalf of our comparison partners;
- assess whether you may benefit from a comparison and, where you give spoken consent, transfer you to a comparison partner;
- retain call recordings and transcripts for compliance, quality and dispute-resolution purposes;
- operate, monitor and refine our AI voice agent technology and calling operations.
We may share personal information with the following kinds of recipients:
- Our comparison partners operating in the energy, broadband and related consumer-utility sectors. Where you agree to a transfer, we pass to the relevant partner your first name, telephone number, postcode and the relevant points discussed during the call. This is delivered into the partner’s Australian telephony and CRM systems at the moment of transfer.
- The technology providers whose voice-orchestration, speech-recognition and speech-synthesis services power the AI voice agent during the call (described at Section 7).
- Australian cloud-hosting infrastructure (Amazon Web Services, Sydney region), where recordings and transcripts are held.
- Australian telephony carriers and SIP providers, for the purpose of placing calls.
- Regulators, courts, law-enforcement and other authorities, where the law requires or permits.
Once a call and the associated information are transferred to a comparison partner, responsibility for that information passes to the receiving partner, who then controls its handling, storage and use. We suggest reviewing the privacy policy of any partner you are connected with. Some partners may engage personnel or contractors outside Australia who can access information through the partner’s own systems; in those cases, responsibility for compliance with APP 8 and section 16C(2) of the Privacy Act 1988 (Cth) lies with the partner.
We do not sell your personal information.
6. Recording of Calls
Every call placed by our AI voice agents is recorded. We use these recordings and their transcripts for:
- quality assurance and monitoring of voice-agent performance;
- verifying compliance, including with DNCR and telemarketing requirements;
- confirming leads and resolving any disputes with comparison partners.
Recordings and transcripts are held on cloud infrastructure provided by Amazon Web Services in the Sydney, Australia region. Structured information is stored in AWS DynamoDB, and recordings and transcripts in AWS S3, in each case within the Sydney region. Where a recording is supplied to a comparison partner for lead verification, that partner is responsible for storing and handling it securely and in line with the Australian Privacy Principles.
7. AI Voice Agent Technology and Processing Outside Australia
Our AI voice agents run on technology supplied by a small number of specialist providers, some of which are based outside Australia. While a call is in progress, the audio, transcripts and related data may be processed in real time by:
- voice-orchestration and call-handling services based in the United States;
- speech-recognition (speech-to-text) services based in the United States;
- speech-synthesis (text-to-speech) services that process by default in the United States, with optional UK/Europe data residency on certain enterprise plans. Sub-processors engaged by these providers may also process data in the Netherlands, Singapore or elsewhere.
This real-time processing is confined to operating the voice agent during the call. Once the call ends, recordings and transcripts are stored on Australian infrastructure (AWS, Sydney) as described above.
We rely on the published privacy and security commitments and standard terms of these providers, on this Privacy Policy as our means of informing you about the processing, and on the disclosures the voice agent makes at the start of the call. If at any time you would rather not continue, or wish to be added to our internal Do Not Contact register, simply tell the voice agent and we will end the call and cease collecting further information from you.
8. Disclosures Outside Australia (APP 8)
As outlined in Section 7, some real-time processing of call audio and associated information takes place through overseas technology providers in the United States, the United Kingdom and other locations where sub-processors operate, for the purpose of running the voice agent. This processing is intrinsic to delivering the service. We rely on those providers’ privacy, security and contractual commitments, on this published policy as notice of the processing, and on the voice agent’s opening disclosures, as the basis for it.
When we transfer information to a comparison partner, we do so to an Australian entity using Australian telephony and CRM systems. Any subsequent access by that partner’s overseas personnel or contractors is the responsibility of the partner, which is accountable for its own compliance with APP 8 and section 16C(2) of the Privacy Act 1988 (Cth).
Recordings, transcripts and related records are stored on Australian infrastructure (AWS, Sydney region).
For any questions about overseas processing, contact info@optandsave.com.au.
9. Security, Retention and Deletion
We maintain technical and organisational measures to guard personal information against misuse, interference, loss and unauthorised access — including encryption in transit and at rest, access restrictions, and audit logging across our systems.
We keep personal information only for as long as it is needed for our business and legal purposes. Recordings and campaign records are retained for a reasonable period to support compliance, reconciliation and dispute resolution. DNCR wash records are kept for the period the legislation requires. Our internal Do Not Contact register is kept on an ongoing basis so that opt-out requests continue to be honoured. Once the relevant retention period passes, information is securely deleted or de-identified.
10. Access, Correction and Dealing With Us Anonymously
You may ask to see, or to correct, the personal information we hold about you at any time by emailing info@optandsave.com.au. We may need to confirm a few basic details (such as your telephone number) to locate your record. We will respond within 30 days.
You are not obliged to give your full legal name during a call. Where you provide only a first name and postcode for the purpose of checking serviceable areas, we do not cross-check this against any identity records.
11. Making a Complaint
If you wish to make a privacy complaint, please email info@optandsave.com.au. We aim to acknowledge complaints within 7 business days and to resolve them within 30 days.
If you are not satisfied with our response, you may approach the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au
- Phone: 1300 363 992
12. Changes to This Policy
We may revise this Privacy Policy from time to time as our services, operations or legal obligations change. The current version is always available on our website, marked with its effective date. Please check back periodically.