We absorb inbound calls for companies

Pretel engages with callers to resolve enquiries or clarify them for follow-up by teams.

Calls demand attention better spent elsewhere

Many enquiries are straightforward and do not require staff involvement. Others arrive at times when no one is available to answer. In all cases, calls still create work that teams need to process and follow up.

More time for work that matters

When inbound calls are handled and clarified upfront, teams spend less time on routine enquiries and clearing backlogs. Capacity shifts toward work that genuinely requires expertise and judgment.

Where Pretel fits

Pretel is deployed as a call handling layer in front of existing phone lines. Calls are answered on behalf of the business, with clear boundaries around what can be handled directly. Enquiries that fall outside those boundaries are clarified and passed on for follow-up.

Front line

Answer routine or informational enquiries that do not require human involvement.

After hours

Maintain a presence outside of operating hours, where appropriate.

Overflow

Additional capacity to reduce pressure on teams during busy periods.

No fuss deployment

Pretel operates a supplementary phone line and does not require changes to existing phone contracts. Routing can be enabled, adjusted, or disabled at any time.

  • No set-up fee

  • Low monthly line charge

  • Usage-based call cost

Contact us

If you’d like to discuss whether Pretel is appropriate for your team, please get in touch.

© 2026 Pretel. All rights reserved.
[email protected] · Privacy · Terms of Use

Privacy Policy

Last updated: January 2026

This Privacy Policy explains how Pretel (“we”, “us”, or “our”) handles information in connection with the call handling services we operate and this website.Our approach is to collect only what is necessary to operate reliable services and to minimise the use and retention of personal information.

1. Who We Are

Pretel provides inbound call handling services for businesses and organisations.We operate independently and are not affiliated with, endorsed by, or operated by government bodies or other organisations unless explicitly stated.For privacy-related enquiries, you can contact us at:[email protected]

2. Nature of the Service

Pretel handles inbound telephone calls on behalf of client organisations within an agreed scope.Calls may be answered, clarified, or prepared for follow-up by the client organisation. Pretel does not provide professional advice, representation, or decision-making authority.

3. Information We Collect

Pretel is designed to minimise the collection of personal information.Information that may be collected includes:

  • Call metadata (such as date, time, duration, and routing outcome)

  • High-level enquiry categories (for example, “opening hours” or “service eligibility”)

  • Call summaries generated to support follow-up by client organisations or for quality assurance

We do not require callers to provide personal details in order to use the service.Information we do not request by default includes:

  • Names

  • Residential addresses

  • Identification documents

  • Financial or account details

  • Sensitive personal information

4. Call Recording and Summaries

Calls may be recorded or summarised for the purposes of:

  • supporting accurate follow-up by client organisations

  • maintaining service quality and reliability

  • identifying errors or gaps in handling

Where recordings are used, they are stored securely and retained only for as long as necessary for these purposes.

5. How Information Is Used

Information collected is used solely to:

  • operate and maintain the call handling service

  • support follow-up by client organisations where required

  • improve reliability and performance

  • understand aggregate usage patterns

We do not use information for:

  • advertising to callers

  • direct marketing

  • profiling individuals

  • selling personal data

6. Information Sharing

Pretel does not sell personal information.Information may be shared in the following limited circumstances:

  • With client organisations, where call summaries or context are required for follow-up

  • In aggregated or anonymised form, for reporting or operational purposes

Shared information is limited to what is necessary and does not identify individuals beyond what is required for follow-up.

7. Data Storage and Retention

Information is stored using reputable third-party service providers with appropriate security measures in place.Data is retained only for as long as necessary to:

  • operate the service

  • meet legal or operational requirements

  • maintain reliability and accuracy

We periodically review and delete information that is no longer required.

8. Website Information

This website may collect limited, non-identifying technical information (such as page views or device type) to understand how the site is used.We do not use the website to track individuals or build user profiles.

9. Your Choices

Callers are not required to identify themselves when using the service.Because Pretel may not collect identifying information, it may not be possible to associate specific data with a particular individual. If you have questions or concerns about privacy, you can contact us using the details below.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in how the service operates or changes in applicable law.The “Last updated” date at the top of this page indicates when the policy was most recently revised.

11. Contact

If you have questions about this Privacy Policy or how information is handled, please contact:[email protected]

Terms of Use

Last updated: January 2026

These Terms of Use govern the use of Pretel’s call handling services and this website. By accessing or using the services, you agree to these Terms.

1. About Pretel

Pretel provides inbound call handling services for businesses and organisations. These services may include answering calls, clarifying enquiries, and preparing information for follow-up by the client organisation.Pretel does not provide professional advice, representation, or decision-making services, and does not act on behalf of callers beyond the handling of calls within an agreed scope.

2. Use of the Service

Pretel operates as an intermediary handling inbound calls in accordance with instructions agreed with client organisations.Call handling is limited to the defined scope established for each client. Pretel does not guarantee that all enquiries can be resolved and may pass enquiries on for follow-up where required.The service may be modified, paused, or withdrawn at any time.

3. No Advice or Representation

Information provided during calls is general in nature and is intended to assist with handling enquiries, not to replace professional, legal, medical, financial, or other specialist advice.Callers should seek appropriate professional assistance where required. Pretel does not provide advice, opinions, or recommendations.

4. Client Responsibilities

Client organisations are responsible for:

  • defining the scope of call handling

  • ensuring that information provided to Pretel is accurate and up to date

  • determining how follow-up enquiries are handled

  • complying with any applicable laws or obligations related to their services

Pretel is not responsible for the actions or decisions of client organisations.

5. Call Handling and Follow-Up

Pretel may provide call summaries or contextual information to client organisations to support follow-up.Pretel does not guarantee the completeness or accuracy of caller-provided information and does not verify caller identities unless explicitly agreed.

6. Availability and Performance

Pretel aims to provide reliable services but does not guarantee uninterrupted availability or error-free operation.Temporary interruptions may occur due to maintenance, technical issues, or external factors outside Pretel’s control.

7. Limitation of Liability

To the maximum extent permitted by law:

  • Pretel is not liable for indirect, incidental, or consequential loss arising from the use of the service

  • Pretel is not responsible for outcomes resulting from reliance on information handled during calls

  • Pretel’s liability is limited to the fees paid for the relevant service period

Nothing in these Terms excludes rights that cannot be excluded under Australian Consumer Law.

8. Third-Party Services

Pretel relies on third-party telecommunications and infrastructure providers. Pretel is not responsible for failures or issues arising from those third-party services.

9. Website Use

The website is provided for general information only. Pretel makes no warranties regarding the accuracy or completeness of website content.

10. Changes to These Terms

Pretel may update these Terms from time to time. Continued use of the service after changes take effect constitutes acceptance of the updated Terms.The “Last updated” date indicates when these Terms were most recently revised.

11. Governing Law

These Terms are governed by the laws of Australia. Any disputes arising in connection with these Terms are subject to the exclusive jurisdiction of Australian courts.

12. Contact

If you have questions about these Terms, please contact:[email protected]