Privacy Policy

AnswerAI (answerai.com.au) provides a 24/7 AI receptionist service that answers phone calls on behalf of Australian small businesses. This Privacy Policy explains how we collect, use, store and disclose personal information, and reflects our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). In this policy, our customers are the businesses that subscribe to AnswerAI, and callers are the people who phone those businesses.

Information We Collect

From our customers we collect account and contact details such as your name, business name, email address and phone number, billing information processed through our payment provider, and the configuration you give us so the receptionist can represent your business, including business hours, services offered and booking preferences. We also collect usage data such as call volumes and feature usage.

When our AI receptionist answers a call to a customer of ours, we collect information about and from the caller on that business. This can include the caller name, phone number and email address, the reason for the call, booking and appointment details, and a recording and transcript of the call.

On this website, our contact and demo-call forms collect your name, email address, phone number and industry. If you request a live demo call, we place a real phone call to the number you submit, and that call is handled, and may be recorded and transcribed, in the same way as calls to our customers.

How We Use Your Information

We use personal information to operate and provide the AnswerAI service: answering calls, taking bookings and messages, and delivering call summaries, transcripts and recordings to the relevant business. We also use it to set up and administer accounts, process billing, provide support, monitor and improve call quality and accuracy, keep the service secure, respond to enquiries, and comply with our legal obligations. We do not sell personal information.

Call Recording and Transcription

Calls answered by the service may be recorded and transcribed so we can deliver messages, bookings and call histories to our customers and maintain service quality. Our customers are responsible for notifying their callers about call recording where the law requires it, and our terms require them to do so.

Third-Party Service Providers

We use a small number of trusted providers to deliver the service: a telephony carrier to connect calls (currently Twilio), AI voice and transcription providers, a payment provider to process billing (currently PayAdvantage), and cloud hosting providers that store our data. These providers process personal information only as needed to supply their services to us.

Cross-Border Disclosure

Some of our service providers store or process data outside Australia, including in the United States. Where personal information is disclosed overseas, we take reasonable steps, consistent with APP 8, to ensure it is handled in line with the Australian Privacy Principles.

Storage and Security

Personal information is stored with reputable cloud providers and protected by measures such as encryption in transit, access controls and monitoring. No method of transmission or storage is completely secure, but we work to protect the information entrusted to us and to limit access to those who need it.

Retention

We keep personal information for as long as it is needed to provide the service and meet our legal obligations. Call recordings, transcripts and caller details are retained while the relevant customer account remains active and are deleted or de-identified when no longer required. Customers can ask us to delete call data earlier, subject to any legal retention requirements.

Access and Correction

You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. If you called one of our customers, we may refer your request to that business, since we handle caller information on its behalf. We respond to requests within a reasonable time.

Cookies and Analytics

This website uses cookies and similar technologies to remember preferences and understand how visitors use the site so we can improve it. You can disable cookies in your browser settings, though some parts of the site may not work as intended.

Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will investigate and respond. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Changes to This Policy

We may update this policy from time to time. The date at the top of this page shows when it was last updated, and significant changes will be flagged on this page or communicated to customers directly.

Contact Us

For privacy queries, requests or complaints, contact us at info@answerai.com.au.