About this policy
VoiceAU provides AI-assisted phone answering and call-summary services.
“We”, “us” and “VoiceAU” refer to the operator of that service.
This policy applies to our website, customer portal and phone-answering service.
Information we collect
Depending on how you use VoiceAU, we may collect:
- account details such as an account owner’s name, phone number, email address, authentication details and notification settings;
- business configuration and contacts an account owner chooses to provide;
- call information such as phone numbers, names, call timing and routing data, audio transmitted during a call, transcripts, summaries, and information a caller chooses to share;
- feedback and support correspondence; and
- technical and security information such as device, request, delivery and diagnostic logs.
How we collect information
We may collect personal information directly from account owners, from callers interacting with the VoiceAU phone service, and automatically through our website, communications systems and service infrastructure.
Callers may provide information during a conversation that we did not specifically request. Please avoid providing sensitive information unless it is necessary for the enquiry.
How we use information
We use personal information to answer and route calls, understand enquiries, produce and send summaries, personalise the service using customer-supplied contacts, authenticate users, provide support, prevent misuse, troubleshoot problems, improve reliability, and comply with legal obligations.
We do not sell personal information or use transactional email addresses for purchased-list or unsolicited marketing campaigns.
Service providers and overseas processing
We use specialist service providers to operate VoiceAU, including AWS for hosting and email delivery, Twilio for phone and messaging services, OpenAI for AI-assisted conversation processing, and Cloudflare for website delivery and security.
These providers may process personal information on our behalf under their contractual and security arrangements.
Although we configure core AWS resources in Australia where practical, personal information may be processed, stored or accessed outside Australia, including in the United States, because some of our service providers operate globally.
Email notifications
Account owners choose whether to receive transactional call notifications by email. Before enabling email, we send a short-lived verification code to confirm control of the address. We do not ask callers to verify the account owner’s notification address.
Account owners can change the address or channel in the customer portal. A permanent delivery failure or spam complaint automatically un-verifies and suppresses the affected address. We preserve the selected channel; Email only does not switch to SMS when email delivery is active.
Security and retention
We use access controls, encryption, monitoring and restricted operational access designed to protect information. No internet service can guarantee absolute security.
We retain information for as long as reasonably necessary to provide and secure the service, meet legal obligations, resolve disputes and maintain backups. Retention periods can differ by data type and provider.
Access, correction and deletion
You may ask to access or correct personal information we hold about you, or request deletion where applicable. Account owners can update many settings directly in the portal. We may need to verify your identity before acting on a request.
Account owners are responsible for giving callers any notice and obtaining any consent required for their use of VoiceAU. Callers can contact us if they have a privacy question about a VoiceAU-handled call.
Questions or complaints
You can contact us at support@voiceau.com if you have a privacy question, would like to make a request, or believe we have mishandled your personal information.
Please provide enough information for us to understand and investigate your concern without including unnecessary sensitive information. We will investigate privacy complaints and aim to respond within 30 days.
If you are not satisfied with our response and the Privacy Act applies to the matter, you may be able to make a complaint to the Office of the Australian Information Commissioner.