Trust Centre | Where Pear keeps your data

Company

Who you are dealing with.

Legal entity: Pear Australia Pty Ltd, ABN 94 624 986 554 — an Australian carriage service provider.
Ownership: 100% Australian owned.
Where: 25 Gordonia Grove, Baulkham Hills NSW 2153. Founded in 2002 (as Miratec).
Products: Hosted-X cloud PBX, Aria AI receptionist and X-Fax cloud fax — built by Pear's own team in Australia, not licensed from an overseas vendor.
Security certification: CyberCert SMB1001 Gold (Level 3).
Support: Answered in Australia by Pear staff. No overseas call centre.

The processing chain for Aria

Every step, where it runs, and whether it leaves Australia.

Aria is engineered into Hosted-X by Pear. Its speech and AI processing run on Microsoft Azure in Australian regions only, and no step runs offshore.

Step	Where it runs	Who operates it	Leaves Australia?
Live call audio	Australia — on the Hosted-X platform in Equinix data centres in Sydney and Melbourne	Pear	No
Speech recognition (speech-to-text)	Australia — Microsoft Azure, Australian regions only	Pear, on Microsoft Azure (Australian data centres)	No
AI inference (understanding, triage, drafting)	Australia — Microsoft Azure, Australian regions only	Pear, on Microsoft Azure (Australian data centres)	No
Generated voice (Aria speaking)	Australia — Microsoft Azure, Australian regions only	Pear, on Microsoft Azure (Australian data centres)	No
Voicemail and call recordings	Australia — encrypted storage in Equinix data centres in Sydney and Melbourne; kept 14 days	Pear	No
Transcripts, summaries and notes	Australia — the working copy used for transcription and processing is destroyed within five minutes; the summary or message is delivered only to the destinations you configure: your reception inbox, your practice software, the notifications you set	Pear	No
Audit logs (where enabled)	Australia — a record of who did what, and when, on your Aria account; kept indefinitely in Equinix data centres in Sydney and Melbourne while audit logging is enabled	Pear	No
Telephony routing	Australia — Hosted-X routes the call; Australian carriers carry it over the public telephone network, which includes the far end when a caller rings from overseas	Pear and Australian carriers	Not stored outside Australia — a caller ringing from overseas is still processed in Australia
Logs and backups	Australia — access and change logs, and encrypted backups with a tested restore process, held in Equinix data centres in Sydney and Melbourne	Pear	No
Disaster recovery	Australia — the Sydney and Melbourne data centres are each other's failover: if one site fails the platform fails over to the other, and nothing fails over to a site outside Australia	Pear	No
Monitoring and support access	Australia — Pear staff in Baulkham Hills NSW; no offshore support, offshore processing or offshore call centre	Pear	No
Sub-processors, exceptions and optional integrations	Australia — Equinix (data centres) and Microsoft Azure (AI processing, Australian regions) are the only infrastructure sub-processors. Optional destinations you switch on are yours, not ours: the Best Practice connector files faxes into your own Best Practice system under your contract with that vendor, and the email or SMS notifications you configure go to the mailbox or phone you nominate. The full list is in Schedule 2 of the Aria Data Processing Agreement	Pear, plus the vendors you contract with for the destinations you choose	No — the only data that leaves Pear is what you direct to your own systems

Infrastructure: Equinix data centres in Sydney and Melbourne (hosting), Microsoft Azure Australian regions (AI processing) and Australian carriers (call transport). Source: Aria Data Processing Agreement, section 10 (Australia only), section 11 (how we protect it) and Schedule 2 (sub-processors). A current named list is available from hello@peartelco.com.au.

X-Fax

Fax images, the portal and Aria's reading.

Stored in Australia. Fax images and the text Aria extracts from them are stored on encrypted servers in Australia. A fax sent to you from overseas is stored and read in Australia.
Read onshore. Aria's reading, urgency flagging and summaries run on onshore AI processing infrastructure. Nothing is sent to an offshore platform.
The portal is in Australia. The X-Fax portal, its audit log and your mailbox run in Equinix data centres in Sydney and Melbourne, operated by Pear.
Filing into practice software. When a person files a fax into Best Practice or another connected system, that copy sits on that vendor's systems under your own contract with them.
Retention. Fax documents are kept for 30 days by default, or 90 days on request. Audit logs, where you enable them, are kept indefinitely.

Hosted-X

Call routing, recordings and the portal.

Routing in Australia. Call routing, queues, menus and your configuration run in Equinix data centres in Sydney and Melbourne, operated by Pear. Nothing on site holds your call data.
Recording is your decision. Call recording is off until you switch it on, and Hosted-X plays the recording notice your policy requires before the call connects.
Recordings stay in Australia. Stored on encrypted servers in Australia and played back through the Pear Portal. Default retention: 14 days. Audit logs, where you enable them, are kept indefinitely.
The portal is in Australia. The Pear Portal, call history and reporting run in Australia, with role-based access and optional two-factor sign-in.

Privacy framework

Australian law, applied to an Australian practice.

Privacy Act 1988 (Cth) and the Australian Privacy Principles. Hosted-X, Aria and X-Fax are designed to the Act and the APPs. Where a product handles health information, Pear treats it as health information.
APP 8 — cross-border disclosure. Customer data is not transferred outside Australia and is not accessed or processed from outside Australia. If that position ever changed, Pear would update its agreements, notify you and comply with APP 8 before any data moved.
In writing. Aria Data Processing Agreement · Privacy Policy · All legal notices.

Retention and ownership

Your data is yours. Here is how long we hold it.

Pear's operating defaults. You can ask in writing for a shorter or longer period where the product allows it, and every recording carries a delete control.

Product	What is held	Default retention
Aria Receptionist, Queue Manager, Voicemail	Call and voicemail audio	14 days, unless you set a different period or a complaint or legal hold applies
Aria — live processing	The working copy used for conversational transcription and AI processing	Destroyed within 5 minutes. The resulting message or summary goes to your inbox or practice software and is yours.
Aria Scribe	Consult audio you choose to capture, transcript, draft notes	30 days after the consult, unless you export or file them sooner; filed copies in your practice software are yours
X-Fax and X-Fax Aria Intelligence	Fax images, extracted text, summaries, filing metadata	30 days by default, or 90 days on request
Hosted-X call recordings	Recordings you have switched on	14 days
Audit logs	Who did what, and when, where you enable audit logging	Kept indefinitely

Who can see it. Your own authorised users and the systems you connect; Pear support staff in Australia, only to the extent a fault you raise requires it; carriers, only to carry the call or fax; and emergency services or law enforcement where the law requires it.
When you leave. Within 30 days of ending a product you can ask for your data back in a reasonable electronic form or export it yourself. After that window, or sooner if you ask, Pear securely deletes or irreversibly de-identifies it from live systems, and will confirm deletion in writing on request. Copies already filed into your practice software stay yours.

Model training

Never on your calls.

No training on customer data. Pear does not use personal, sensitive or health information to train, fine-tune or evaluate a foundation model or any other general AI model, unless you have expressly consented in writing for a defined purpose.
Quality checks only on de-identified data. Pear may use de-identified information — identifiers removed so it cannot reasonably be re-identified — to check that Aria is working. Your practice can opt out of even that by email.
At inference, not for learning. Audio, fax images and text are submitted to a model only to produce the transcript, summary or draft you asked for, on onshore infrastructure.

How to get it in writing

Ask, and it goes in the contract.

Pear will confirm the processing chain on this page in your contract and in the Aria Data Processing Agreement, and will provide the current named list of sub-processors. Email hello@peartelco.com.au or call 1300 007 327 — a person in Australia answers.

Frequently asked questions.

Is my patients' data processed offshore?

No. Calls, voicemail, recordings, faxes and Aria's processing are stored and processed in Australia, on infrastructure Pear operates and Microsoft Azure's Australian regions. Nothing is routed through an offshore AI or telephony platform, and Aria is operated and supported from within Australia.

Is Pear an Australian company?

Yes. Pear Australia Pty Ltd (ABN 94 624 986 554) is 100% Australian owned and based in Baulkham Hills NSW, where it started in 2002. Hosted-X, Aria and X-Fax are built by Pear's own team in Australia, and support is answered in Australia.

Who can access our recordings, and for how long are they kept?

Your own authorised users, and Pear support staff in Australia only when you raise a fault, under confidentiality. Call and voicemail recordings are kept for 14 days by default unless you set a different period, the working copy used for Aria's transcription and processing is destroyed within five minutes, and you can delete a recording at any time. Audit logs, where you enable them, are kept indefinitely.

Does Pear use our calls to train AI?

No. Pear does not use personal, sensitive or health information to train, fine-tune or evaluate any AI model unless you have expressly consented in writing for a defined purpose. De-identified information may be used to check quality, and your practice can opt out of even that.

Can I get this in writing?

Yes. Pear will confirm the processing chain on this page in your contract and the Aria Data Processing Agreement. Email hello@peartelco.com.au or call 1300 007 327.

Need the detail for a procurement or privacy review?

Send us the questionnaire. We answer from this page and the Data Processing Agreement, in writing, from Australia.

Email hello@peartelco.com.au Call 1300 007 327

Where Pear keepsyour data.