Is AI Texting Customers Legal in Australia?
Quick Answer: Yes, AI texting is legal in Australia. Transactional messages (appointment reminders, job updates, invoices) don't require opt-in consent. Marketing messages (promotions, special offers) do require consent under the Spam Act 2003.
What's Legal Without Consent
Under the Spam Act 2003, these are classified as transactional messages and don't require explicit opt-in:
- Appointment confirmations and reminders
- "On my way" notifications
- Job completion updates
- Invoice delivery
- Quote follow-ups (related to a service they requested)
- Scheduling and rescheduling communications
What Requires Consent
These are classified as commercial electronic messages and require opt-in:
- Promotional offers ("20% off drain cleaning this month!")
- Marketing campaigns
- Newsletters
- Cross-selling other services
Best Practices
- Always identify yourself in the message (your business name)
- Include a way to opt out ("Reply STOP to unsubscribe")
- Only text during reasonable hours (8am-8pm)
- Keep messages relevant to the service they booked
- Don't text excessively (1-2 messages per appointment is fine)
The Review Request Grey Area
Asking for a Google review after completing a job is generally considered transactional (related to the service provided), but it's good practice to only send one request and include an opt-out option.
TradeDesk's AI texting is designed to be fully compliant with Australian law. All messages are transactional by default. Try it free for 21 days.