Privacy Policy

Last Updated: November 28, 2025

1. Introduction

We are committed to protecting your privacy and ensuring the security of personal information in compliance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles. This Privacy Policy explains how our conversation and voice AI service (the Service) collects, uses, stores and discloses personal information. By using the Service, you agree to the practices described in this Privacy Policy.

2. Our Contact Details

Company Name: Voice AI Solutions Pty Ltd
Email: [email protected]

These contact details may be used for privacy enquiries, access or correction requests, or complaints.

3. Personal Information We Collect

We collect personal information reasonably necessary to provide and improve the Service. This may include:

  • Account and Contact Information: Name, business name, email, phone number and other contact details.
  • Call and Communication Data: Audio recordings, transcripts, SMS content, phone numbers of callers and recipients, call duration and communication metadata.
  • Usage and Technical Information: IP addresses, device identifiers, browser information, authentication logs and general usage data.
  • Billing Information: Business billing details and transaction history. Payment card data is handled by secure third-party processors and not stored by us.

We only collect sensitive information where required by the Service and with consent or as permitted by law.

4. How We Collect Personal Information

We collect personal information:

  • Directly from you, such as when you sign up or input phone numbers and contacts.
  • Through automated operation of the Service during calls, messages or platform use.
  • From third-party integrations that you authorise, such as your CRM.

We notify you of collection as required by Australian Privacy Principle 5.

5. Data Storage and Processing Models

To support organisations with different privacy, security and compliance requirements, we provide two distinct deployment models. Your chosen model will be documented during onboarding and governs how your data is stored and processed.

5.1 Cloud-Based Solution (Standard Deployment)

Under this model:

  • Data may be stored and processed in Australia or the United States depending on the components required to deliver the Service.
  • Any overseas processing occurs under strict technical, contractual and privacy safeguards consistent with Australian Privacy Principle 8.
  • Clients may request deletion of all stored data at any time. This includes call recordings, transcripts, logs and any personal or sensitive information.
  • Clients may also request removal of any personally identifiable data from stored datasets.
  • Data retention periods can be customised to suit business or regulatory needs.
  • Human access is restricted, audited and limited to essential support functions.

This option is suitable for clients requiring rapid deployment, scalability and access to advanced AI features where some processing is performed offshore under strict controls.

5.2 Private Cloud Solution (Australian Sovereign Deployment)

For clients that require strict data sovereignty:

  • No data is stored outside Australia.
  • No data is processed outside Australia.
  • All AI functions, voice processing and data storage occur exclusively within Australian infrastructure.
  • No offshore access, replication or inference occurs under any circumstance.
  • All data remains entirely within Australian jurisdiction and under Australian privacy law.

This option is designed for organisations that require a zero offshore footprint.

5.3 Client Choice

Clients may choose the model that suits their compliance needs. If requirements change, migration between models is possible with a managed transition plan.

6. Purpose of Collection and Use

We use personal information for:

  • Providing and operating the Service.
  • Improving performance, accuracy and reliability.
  • Customer support and communication.
  • Account management and billing.
  • Compliance with legal obligations.
  • Security, fraud prevention and misuse detection.

We do not use personal information for purposes unrelated to the Service without your consent. We do not sell personal information.

7. Disclosure of Personal Information

We may share information with:

  • Technical service providers who assist in delivering the Service, strictly for operational purposes.
  • Related company entities assisting with service delivery.
  • Regulatory or legal authorities where required by law.
  • Business purchasers in the event of a merger or acquisition.

All disclosures are limited to what is necessary and subject to contractual privacy protections.

8. Data Security

We implement technical and organisational measures to protect personal information, including:

  • Encryption in transit and at rest.
  • Access controls and multi-factor authentication.
  • Secure hosting environments.
  • Regular monitoring and vulnerability management.
  • Data minimisation and pseudonymisation where appropriate.

If a notifiable data breach occurs, we will follow the Australian Notifiable Data Breaches scheme.

9. Data Retention and Deletion

We retain personal information only for as long as required for operational or legal purposes.

Typical retention periods:

  • Call recordings and transcripts: Approximately 30 days unless you select a different period.
  • SMS content and logs: Short-term retention consistent with operational needs.
  • Account details: Retained while the account is active.
  • Legal records: Retained for the minimum periods required by law.

Clients may request deletion of all personal information, subject to legal retention requirements.

10. Your Rights

You may:

  • Request access to your personal information.
  • Request correction of inaccurate information.
  • Update your information through your account settings.
  • Opt out of marketing communications.
  • Interact anonymously where practical.

We respond to access and correction requests promptly as required by Australian privacy law.

11. Complaints

If you believe your privacy has been breached, contact us using the details in Section 2. We will acknowledge complaints promptly and aim to resolve them within 30 days. If you are not satisfied, you may escalate your complaint to the Office of the Australian Information Commissioner.

12. Cookies and Tracking Technologies

Our website and dashboard use cookies for authentication, security and analytics. You can adjust your browser settings to control cookies, noting that some features may not function correctly if cookies are disabled.

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically. Material changes will be communicated via email or a notice on our website. Continued use of the Service constitutes acceptance of updated terms.