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How OneCall Melbourne handles your details

The short version: we use your details to help with what you asked for, we share them only with a partner you agree to be introduced to, and we never sell them.

Who we are, and what we are not

OneCall Melbourne is a referral service based in Melbourne, Victoria (ABN 70 882 122 329). We introduce you to licensed and registered partners. We are not a car dealer, a lender or finance broker, a training organisation, a law firm or a migration agent, and we don’t give legal, migration or financial advice. Once you are introduced, the partner’s own terms and privacy policy cover what you do with them.

What we collect

  • What you give us when you enquire: your name, phone number, email, suburb and what you need help with. That covers our website forms, the Ask OneCall chat, WhatsApp, and Facebook or Instagram lead forms.
  • Calls with OneCall's line (0485 057 057), and texts and WhatsApp messages with us.
  • Documents you choose to upload, such as evidence of your work experience for a certificate enquiry.
  • How the website is used (pages viewed, clicks, scrolling), measured with Microsoft Clarity with anything you type hidden, and which ad or link brought you to us.

Our virtual assistant, Sarah

Sarah is a virtual assistant, not a person. She replies on WhatsApp, texts and our website chat, and takes phone calls after hours or when our team cannot pick up. She does not call people first: a call back comes from a person on our team. If you ask whether you are talking to a person, she tells you she is a virtual assistant. A person at OneCall reads what she records and makes every decision that matters, such as which partner you are introduced to.

Our team

People on our team, including our Customer Care staff (contractors who work for OneCall), answer calls, call you back and help with your enquiry. Each of them sees only the enquiries they are working on, and must keep your details confidential.

Calls are recorded

Calls with OneCall, whether answered by a person on our team or by Sarah, are recorded and transcribed, and we tell you at the start of the call. We do this for quality, so we can follow up properly, and to train and improve how we help. Software may write a short summary of the call from the transcript; a person on our team checks it. Recordings, transcripts and summaries are kept with your enquiry. If you don’t want a call recorded, tell us and we’ll keep to text or email.

How we use it

  • To call, message or email you about your enquiry.
  • To introduce you to the right partner: an LMCT-licensed dealer, a licensed finance broker, a registered training organisation, a law firm or an accountant. Partners in that service see a short, anonymous description of your request (your first name and what you need, never your phone or email). Your contact details go to one partner only: the one who takes your enquiry. If they don't contact you within 2 business days, it moves to the next partner. If you'd rather we don't share at all, tell us and we'll mark your enquiry "do not share".
  • To keep records of introductions and completed sales, so referral fees are paid correctly.
  • To see which ads and pages actually help people, so we spend less on the ones that don't.

We don't sell your details, and we don't use them for anything you'd be surprised by.

Referral fees

OneCall is a referral service. When you go ahead with a partner we introduced (for example you buy a car, take out finance through a broker, or enrol with a training organisation), that partner may pay OneCall a referral fee. You never pay more because of it, and we will tell you if a fee applies to your introduction whenever you ask. Our Champions (people who refer friends to us) may be paid a commission from that fee.

Introductions to a law firm are usually free for everyone. Sometimes a law firm pays OneCall a referral fee: if one applies to your introduction we tell you before you go ahead, and your legal fees are never higher because of it. The lawyer works for you, not for us.

Services overseas (APP 8)

We use these services to run OneCall. They may store or process your details outside Australia. We choose services that protect personal information, and we only give them what they need for their job.

  • Retell AI: Sarah’s phone calls: the call, its recording and transcript. Where: United States.
  • Anthropic: the software that writes Sarah’s replies and our assistant’s answers, and works out what type each document you send us is. Where: United States.
  • Twilio: text messages, WhatsApp messages, and calls our team makes to you (a recorded call is deleted there once its summary is written). Where: United States and other countries.
  • Groq: turns voice notes you send on WhatsApp, and recorded calls with our team, into text. Where: United States.
  • ElevenLabs: Sarah’s voice notes. Where: United States.
  • Meta (Facebook, Instagram, WhatsApp): WhatsApp chats, Facebook and Instagram ads and lead forms. Where: United States, Ireland and other countries.
  • Supabase: our database (stored in Sydney; the company may access it from overseas for support). Where: Australia, United States.
  • Netlify: the website and the small programs behind it. Where: United States and other countries.
  • Google Workspace: our email. Where: United States and other countries.
  • Microsoft Clarity: how the website is used. Where: United States.

Stop calls or messages

  • Reply STOP to any text or WhatsApp from us. Every marketing message from us says who it is from and how to opt out.
  • Tell Sarah on a call or in a chat that you don’t want to be contacted, or tell us when we call.
  • Use the unsubscribe link in any email from us.
  • Or email contact@onecallmelbourne.com.

We record your choice and stop within a day at the latest. We only call about an enquiry you made; if your enquiry is more than a month old we message you first, and after three months we only call if you reply.

See, correct or delete your details

  • Email contact@onecallmelbourne.com from the address or with the phone number you used, and say what you’d like: a copy of what we hold, a correction, or deletion. We may ask a question to check it is really you.
  • We reply within 30 days. A copy comes as a file with your enquiries, messages, call summaries and what you agreed to.
  • When we delete your details we remove or anonymise your contact details, messages, chats and call recordings. We keep only what the law makes us keep (for example the record of a completed sale and its referral fee, for tax) and a note that you asked not to be contacted, so it never happens again.
  • If you're unhappy with how we handled your details, tell us first. You can also contact the Office of the Australian Information Commissioner.

If OneCall changes hands or becomes a company

If OneCall Melbourne moves to a company (for example a Pty Ltd) or is taken over, the details we hold move with the business and stay protected by this policy. We will put the new name on this page, and you can ask us to delete your details at any time.

OneCall Melbourne, Melbourne, Victoria. Contact: contact@onecallmelbourne.com. See also who runs OneCall. Last updated 12 November 2026.