1. Purpose

The purpose of this policy is to establish guidelines for the proper use of SMS (Short Messaging Service) for business communications. The policy aims to ensure that SMS is used effectively, professionally, and in compliance with legal and privacy requirements.

2. Scope

This policy applies to all employees, contractors, and representatives who send or receive SMS on behalf of the company.

3. Acceptable Use

SMS communication can be used for the following purposes:

• Confirming appointments or bookings with clients.
• Sending reminders or notifications (e.g., event reminders, payment reminders).
• Sharing critical or urgent information that requires immediate attention.
• Providing customer service updates.
• Internal communications in urgent or time-sensitive situations.

4. Prohibited Use

The following uses of SMS are prohibited:

• Sending unsolicited marketing messages (spam).
• Sharing confidential, sensitive, or private information without appropriate consent.
• Using SMS for non-business purposes or personal communication during work hours.
• Sending messages that contain offensive, discriminatory, or inappropriate content.
• Using SMS for any activity that could be considered harassment or bullying.

5. Consent and Opt-Out

• SMS communications must only be sent to recipients who have provided explicit consent.
• An opt-out option must be included in marketing or bulk SMS messages (e.g., “Reply STOP to unsubscribe”).
• Maintain an up-to-date list of customers who have opted out of SMS communications and ensure they do not receive future messages.

6. Compliance

• SMS communications must comply with all relevant laws and regulations, including the Spam Act 2003 (Australia), the Privacy Act 1988 (Australia), and any other applicable data protection regulations.
• Do not send messages outside of standard business hours (8 AM to 8 PM local time), except in emergencies.

7. Content Guidelines

When composing an SMS message:

• Be clear, concise, and professional.
• Include your name or the company name for transparency (e.g., “This is [Your Name] from [Company Name]”).
• Use plain language and avoid using abbreviations or jargon that may be unclear to the recipient.
• Avoid including sensitive information such as credit card details, passwords, or personal identification numbers (PINs).

8. Security

• Only authorized personnel should have access to the company’s SMS communication platform.
• Use secure and reputable SMS services to ensure message integrity and confidentiality.
• If using personal devices for sending SMS, ensure that they are protected with a password and follow the company’s Bring Your Own Device (BYOD) policy.

9. Record Keeping

• All SMS communications related to business activities must be logged and retained for a minimum of 12 months.
• SMS records should be stored in a secure system and accessible only to authorised personnel.
• In the case of disputes or legal inquiries, SMS records may be reviewed as part of the investigation.

10. Monitoring and Compliance

• The company reserves the right to monitor SMS communications sent through its systems to ensure compliance with this policy.
• Any employee found in violation of this policy may be subject to disciplinary action, up to and including termination of employment.

11. Training and Awareness

• Employees will receive training on the appropriate use of SMS for business communication.
• Regular updates will be provided to ensure awareness of any changes to the policy or legal requirements.

12. Policy Review

• This policy will be reviewed annually to ensure it remains relevant and compliant with applicable laws and best practices.
• Feedback from employees and clients regarding the effectiveness of SMS communication will be considered during the review process.