Memory Line Privacy and Recordings Policy
1. Purpose
Memory Line respects the privacy, dignity and emotional significance of every customer, guest and participant who interacts with our services.
Memory Line provides audio guestbook hire, legacy recording, family voice preservation and event memory services. These services may involve the collection of personal information, voice recordings, stories, messages, family details, event information, grief-related memories, wedding messages, children’s voices and other private or sensitive content.
This Privacy and Recordings Policy explains how Memory Line collects, uses, stores, protects, shares and deletes personal information and recordings.
This policy is designed to support responsible business practice, customer trust, privacy best practice, and compliance with applicable Australian and South Australian legal requirements.
Audio Guestbook Recording Consent and Client Responsibility
By booking Memory Line’s audio guestbook service, the client acknowledges and agrees that:
the service involves guests voluntarily leaving recorded voice messages using the audio guestbook phone or recording device
the client gives Memory Line permission to collect, store, edit and deliver those recordings as part of the booked service
the client is responsible for ensuring that guests are appropriately informed that the audio guestbook records voice messages
Memory Line may provide signage, prompt cards or suggested wording to assist the client in notifying guests
guests who choose to pick up the phone and leave a message after being notified that the service records audio are understood to be voluntarily participating in the recording
Memory Line is not required to obtain a separate written consent form from each individual guest at the event
the client must notify Memory Line before the event if there are any specific privacy, cultural, religious, family, child-safety, legal or venue-related concerns about recording guests
the client must ensure appropriate parent, guardian or authorised adult consent where children or young people are encouraged or expected to leave recorded messages
recordings will be used for the purpose of providing the booked service and delivering the final keepsake to the client, unless separate marketing permission is given
Memory Line will not publish, share or use guest recordings for advertising, social media, portfolio examples or promotional purposes without appropriate permission
Recommended event signage
“Leave a voice message for the couple. By using this audio guestbook, you understand that your voice message will be recorded and provided privately to the couple as part of their keepsake.”
2. Scope
This policy applies to:
Memory Line customers
wedding and event guests
family members
legacy recording participants
children or young people recorded as part of a service
venue contacts
suppliers and contractors
business partners
anyone whose voice, name, image, story, personal information or event details may be collected by Memory Line
This policy applies to all Memory Line partners, staff, contractors, assistants, editors, delivery personnel, suppliers and anyone acting on behalf of Memory Line.
3. Our Privacy Commitment
Memory Line will handle personal information and recordings with care, respect and discretion.
Memory Line will aim to:
collect only the information reasonably needed to provide the service
explain how recordings are collected and used
obtain appropriate consent for recordings
protect customer stories, voices and files
avoid unnecessary disclosure of personal information
avoid using private recordings for marketing without permission
store files securely
delete or archive recordings responsibly
respond respectfully to privacy questions, access requests and complaints
Memory Line understands that a person’s voice can be deeply personal. Voice recordings may capture emotion, identity, family history, grief, humour, vulnerability, culture, faith, relationships and private life events. Memory Line will treat these recordings as confidential unless permission is given otherwise.
4. Legal Context
Memory Line operates in South Australia and will take reasonable steps to comply with applicable Australian and South Australian laws.
Depending on the size, activities and turnover of the business, Memory Line may or may not be legally required to comply with the Privacy Act 1988 (Cth). However, Memory Line aims to follow privacy best practice and the principles behind the Australian Privacy Principles wherever practical.
The Australian Privacy Principles cover matters such as:
open and transparent management of personal information
collection of personal information
notification of collection
use and disclosure
direct marketing
cross-border disclosure
security
access and correction
Memory Line also recognises that South Australian law regulates the recording of private conversations and the use of listening devices. For this reason, Memory Line will take practical steps to ensure customers, guests and participants are informed that recording may occur and that appropriate consent is obtained.
Nothing in this policy limits any legal rights a person may have under Australian law.
5. Types of Information We May Collect
Memory Line may collect the following types of information where reasonably necessary for the service.
Customer information
This may include:
name
phone number
email address
billing details
event date
event location
venue details
delivery and collection instructions
package selection
styling preferences
payment status
booking notes
communication history
Event and guest information
This may include:
names of event hosts
names of wedding couples
names of family members
guest messages
audio recordings
photos or videos of setup
venue contact details
timing and access details
event-specific instructions
Recording information
This may include:
voice recordings
personal stories
family history
messages to loved ones
wedding wishes
memories of deceased loved ones
emotional reflections
cultural, spiritual or religious references
health, grief or life story details voluntarily shared
background sounds captured during recording
Legacy and family recording information
For private recording sessions, Memory Line may collect more detailed personal information, including:
life stories
family relationships
childhood memories
personal milestones
grief and loss experiences
reflections on marriage, parenthood, faith, identity or values
messages for children, grandchildren or future generations
personal photographs or written prompts supplied by the customer
Memory Line will only collect this information where it is relevant to the service and voluntarily provided.
6. Sensitive Information
Some information collected during Memory Line services may be sensitive or emotionally significant.
Sensitive information may include information about:
health
disability
grief
religion or faith
cultural background
family conflict
relationships
children
trauma
personal beliefs
death or memorial matters
Memory Line will not deliberately request sensitive information unless it is reasonably relevant to the service and the customer or participant chooses to provide it.
Where sensitive information is provided, Memory Line will handle it with additional care.
For private legacy recording sessions, Memory Line will seek clear consent before recording and will allow participants to pause, skip topics or stop the session.
7. How We Collect Information
Memory Line may collect information through:
website enquiry forms
booking forms
email
phone calls
text messages
social media messages
invoices and payment platforms
online scheduling systems
customer questionnaires
event styling forms
audio guestbook recordings
private recording sessions
venue communications
customer-submitted files
setup photos or videos
feedback forms
complaints or dispute communications
Memory Line will try to collect information directly from the relevant person wherever practical.
Where information is provided by a customer about another person, the customer is responsible for ensuring they have authority or consent to provide that information where required.
8. Why We Collect Information
Memory Line collects personal information and recordings for purposes including:
responding to enquiries
preparing quotes
confirming bookings
delivering audio guestbook services
delivering legacy recording services
preparing styling, decor and setup plans
communicating with customers and venues
processing invoices and payments
setting up, collecting and managing equipment
editing, organising and delivering recordings
creating digital keepsakes
providing customer support
managing complaints or disputes
meeting legal, insurance, tax and accounting obligations
improving services and systems
protecting Memory Line’s legal and business interests
Memory Line will not use recordings or private stories for unrelated purposes without permission.
9. Consent to Recordings
Memory Line will take reasonable steps to ensure that people are informed when recordings are being collected.
Consent may be obtained through:
written booking terms
customer agreement
participant consent forms
verbal consent before private sessions
event signage
prompt cards
visible placement of the audio guestbook
instructions explaining that use of the phone records a message
guest participation by choosing to pick up the phone and leave a message
For weddings and events, the customer is responsible for ensuring guests are appropriately informed that the audio guestbook records messages.
Memory Line may provide wording, signage or prompt cards to assist with this.
For private recording sessions, Memory Line will seek consent from the person being recorded before recording begins.
10. Guest Consent at Events
At weddings and events, guests who choose to use the audio guestbook are generally choosing to leave a recorded message.
Memory Line recommends that customers use clear signage near the audio guestbook, such as:
“Please note: by leaving a message on this audio guestbook, you consent to your voice message being recorded and provided to the event hosts as part of their private keepsake.”
Memory Line may provide or recommend signage to support informed guest participation.
Customers should notify Memory Line if they require specific wording for cultural, religious, family, accessibility or venue reasons.
11. Children and Young People
Memory Line may capture children’s voices at weddings, family events or legacy recording sessions.
Where children or young people are likely to be recorded, the customer is responsible for ensuring appropriate parent, guardian or authorised adult consent is obtained where required.
Memory Line will not intentionally conduct a private recording session with a child without appropriate adult consent and supervision.
Recordings of children will not be used for marketing unless specific permission is obtained from a parent, guardian or authorised adult.
Memory Line will handle children’s recordings with particular care.
12. Private Legacy Recording Sessions
Private legacy recording sessions may involve more personal and sensitive information than standard event audio guestbook hire.
For these sessions, Memory Line will:
explain the purpose of the recording
confirm who the recording is for
confirm how the recording will be delivered
seek consent before recording begins
allow the participant to pause or stop at any time
allow the participant to skip questions
avoid pressuring the participant to share anything they do not wish to share
treat the recording as confidential
only share the recording with the agreed recipient or customer
Memory Line is not a counselling, legal, medical, therapeutic or crisis service. If a participant becomes distressed, Memory Line may pause or stop the session and encourage the person to seek appropriate support.
13. Use and Disclosure of Recordings
Memory Line will only use recordings for the purpose of providing the booked service unless the customer or participant gives permission for another use.
Recordings may be accessed by:
Memory Line partners
editors
contractors assisting with file preparation
technical support providers where required
professional advisers where necessary
insurers or legal advisers if a dispute arises
authorities where required by law
Anyone assisting Memory Line with recordings should only access the files to the extent necessary to perform their role.
Memory Line will not sell, trade or commercially exploit private recordings.
14. Marketing Use
Memory Line will not use customer recordings, voice clips, names, event details, personal stories, images, testimonials or keepsakes for marketing without permission.
Marketing may include:
website portfolio examples
Instagram, Facebook, TikTok or Pinterest posts
reels or videos
paid advertising
testimonials
sample audio clips
venue partnership proposals
brochures
media features
educational or promotional material
Customers may say no to marketing use.
A customer’s decision not to provide marketing permission will not affect the quality of service they receive.
If permission is given, the customer may later withdraw permission by contacting Memory Line. Memory Line will take reasonable steps to remove the content from platforms controlled by Memory Line, but may not be able to remove content that has already been copied, shared, downloaded, screenshotted or republished by others.
15. Setup Photos and Behind-the-Scenes Content
Memory Line may take photos or videos of its own equipment, styling, decor, signage and setup for business records, portfolio purposes or social media.
Memory Line will take reasonable steps to avoid capturing private guest information, identifying children, private documents, personal messages or sensitive event details unless permission has been given.
Where a customer does not want any setup photos or behind-the-scenes content used publicly, they should tell Memory Line in writing before the event.
Memory Line will respect reasonable privacy requests.
16. Storage of Recordings and Files
Memory Line will take reasonable steps to store recordings and personal information securely.
Storage methods may include:
password-protected devices
encrypted or access-controlled cloud storage
secure business email accounts
restricted access folders
professional editing software
external hard drives
backup systems
booking and customer management platforms
Memory Line will aim to limit access to people who need the information for service delivery, customer support, legal, insurance or business administration purposes.
Customers should understand that no digital storage or transmission method can be guaranteed to be completely secure, but Memory Line will take reasonable steps to reduce the risk of unauthorised access, loss or misuse.
17. File Transfer and Delivery
Memory Line may deliver recordings through:
private download links
cloud storage links
email
USB or physical keepsake, where agreed
online gallery or file delivery platform
other agreed delivery method
Customers are responsible for downloading, saving and backing up their final files once delivered.
Memory Line is not responsible for long-term storage of files after the retention period unless a separate written agreement has been made.
Customers should not share download links publicly unless they are comfortable with others accessing the files.
18. File Retention Period
Unless otherwise agreed in writing, Memory Line may retain working files and final recordings for a limited period after delivery for customer support, backup and dispute resolution purposes.
Memory Line’s standard retention period is:
raw audio files: up to 90 days after final delivery
edited final files: up to 12 months after final delivery
booking records and invoices: retained as required for business, tax, accounting, legal and insurance purposes
complaint or dispute records: retained as reasonably necessary for legal, insurance and business purposes
After the relevant retention period, recordings may be permanently deleted.
Customers are responsible for saving their own copies before the retention period ends.
Memory Line may offer extended file storage by written agreement, subject to availability and any additional terms or fees.
19. Deletion Requests
Customers may request deletion of their recordings or personal information.
Memory Line will consider deletion requests and will take reasonable steps to delete information where it is no longer needed and where deletion is lawful and practical.
Memory Line may not be able to delete information where it is required for:
tax or accounting records
legal obligations
insurance purposes
dispute resolution
fraud prevention
business records
exercising or defending legal rights
technical backup limitations
If a recording includes multiple people, Memory Line may need to consider the rights and consent of other people before deleting or releasing the file.
20. Access and Correction Requests
Customers may contact Memory Line to request access to personal information or recordings held about them.
Memory Line may need to verify the identity of the person making the request before providing access.
Memory Line may refuse or limit access where lawful and reasonable, including where access would:
compromise another person’s privacy
reveal confidential business information
affect legal proceedings
create a safety risk
involve disproportionate technical difficulty
relate to information that has already been deleted
be otherwise unlawful or inappropriate
Customers may ask Memory Line to correct inaccurate personal information.
Memory Line will take reasonable steps to correct information where appropriate.
21. Recordings Involving Multiple People
Some recordings may include more than one person, such as family recordings, group messages, wedding guest messages or children speaking with adults.
Where a recording involves multiple people, Memory Line may need to consider the privacy and consent of all relevant people before:
releasing a copy
deleting the recording
using it for marketing
sharing it outside the agreed customer arrangement
editing or separating voices
Memory Line may ask for written confirmation from the booking customer or participants before taking action.
22. Inappropriate, Harmful or Unlawful Content
Audio guestbooks may sometimes capture inappropriate, offensive, distressing, defamatory, threatening or unlawful content.
Memory Line is not responsible for the content of messages voluntarily left by guests or participants.
Memory Line may, at its discretion:
remove clearly inappropriate content from edited final files
provide raw files separately if agreed
notify the customer of concerning content
refuse to publish or use content
preserve content where needed for legal or safety reasons
disclose content if required by law
Memory Line will not intentionally include harmful or humiliating content in a polished keepsake without customer awareness.
23. Security of Personal Information
Memory Line will take reasonable steps to protect personal information and recordings from:
misuse
interference
loss
unauthorised access
unauthorised modification
unauthorised disclosure
Security measures may include:
password protection
two-factor authentication where available
limited access permissions
secure cloud storage
secure device storage
regular file organisation
careful contractor access
deletion of files no longer needed
avoiding unnecessary downloads or copies
keeping business and personal storage separate where practical
If Memory Line becomes aware of a serious privacy or security incident, it will assess the incident and take reasonable steps to reduce harm.
24. Contractors and Third-Party Providers
Memory Line may use contractors or third-party providers to assist with:
editing
file transfer
cloud storage
booking management
payment processing
email communication
website hosting
graphic design
delivery or setup
accounting
legal or insurance advice
Memory Line will take reasonable steps to ensure that third parties only receive information necessary for their role.
Memory Line is not responsible for the independent privacy practices of third-party platforms, but will aim to choose reputable providers and use privacy-conscious settings where practical.
25. Overseas Storage or Access
Some software, cloud storage, email, payment, website or editing platforms may store or process data outside Australia.
By using Memory Line’s services, customers acknowledge that their personal information or recordings may be stored or processed through third-party systems that operate in Australia or overseas.
Memory Line will take reasonable steps to use reputable platforms and protect customer information, but cannot control every aspect of third-party infrastructure.
26. Payment Information
Memory Line may collect payment-related information to process bookings and invoices.
Where payments are made through third-party payment providers, Memory Line may not receive or store full card details.
Payment providers have their own privacy and security terms.
Memory Line will keep payment records, invoices and receipts as required for business, tax, accounting and legal purposes.
27. Complaints About Privacy or Recordings
Customers or participants may contact Memory Line if they have concerns about:
how their personal information was collected
how a recording was handled
whether consent was obtained
marketing use
file access
deletion
privacy
confidentiality
a suspected data breach
Memory Line will handle privacy and recording complaints under its Complaint and Dispute Resolution Policy.
Memory Line will aim to:
acknowledge the concern
review the relevant booking, consent and file records
restrict access to disputed files where appropriate
remove public content where appropriate
correct or delete information where lawful and practical
provide a written response
Where a complaint cannot be resolved directly, the customer may seek external advice from relevant consumer, privacy or legal bodies.
28. Public Reviews and Privacy
Memory Line respects a customer’s right to provide honest feedback.
However, Memory Line will not publicly disclose private recordings, personal information, family details, wedding details, complaint details or sensitive circumstances in response to public reviews unless lawful, necessary and proportionate.
Where a public review involves private matters, Memory Line may respond briefly and invite the person to continue privately.
Example
“Thank you for raising this. Because this involves private booking details and personal recordings, we will respond directly through our formal complaints process.”
29. Business Transfers or Changes
If Memory Line changes structure, admits or removes partners, sells the business, merges with another business, transfers assets or changes service providers, customer information and business records may need to be transferred as part of that process.
Memory Line will take reasonable steps to ensure personal information and recordings remain protected during any business transition.
30. Partnership Responsibilities
Memory Line operates as a partnership.
Both partners are responsible for ensuring that personal information and recordings are handled properly.
Partners must:
keep customer information confidential
avoid unnecessary sharing of recordings
use secure systems where practical
follow this policy
report privacy concerns promptly
agree before using customer recordings for marketing
avoid accessing recordings out of curiosity or personal interest
ensure contractors understand privacy expectations
keep complaint and dispute records confidential
Significant privacy or recording decisions should be discussed by both partners before action is taken, especially where the matter involves children, sensitive information, complaints, legal risk, marketing use or deletion requests.
31. Customer Responsibilities
Customers are responsible for:
providing accurate booking information
informing guests that recordings may occur
obtaining consent where required
supervising children around recording equipment
not providing another person’s private information without authority
using download links carefully
saving and backing up delivered files
notifying Memory Line promptly of privacy concerns
advising Memory Line of any restrictions on marketing, photography or file sharing
32. Changes to This Policy
Memory Line may update this Privacy and Recordings Policy from time to time to reflect changes in services, systems, legal obligations, privacy practices or business operations.
The current version may be provided on request and may be published on the Memory Line website.
33. Contact
Customers, guests or participants may contact Memory Line with privacy questions, recording concerns, access requests, correction requests, deletion requests or complaints using the contact details provided on the Memory Line website, invoice, booking form or email communications.
Memory Line will aim to respond with care, discretion and professionalism.