auxily

Privacy Policy

This website and the Auxily service are operated by Matt Denson (ABN 82 591 732 037), trading as Auxily (Auxily, we, us, our). We are committed to protecting the personal information we collect, hold and handle. This Privacy Policy explains how we manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to the auxily.ai website and to the AI voice receptionist service we provide to business clients.

01What this policy covers

This policy covers personal information collected from three groups:

• Website visitors - people who browse auxily.ai, submit enquiry forms, or contact us by email or phone.
• Clients - businesses that engage Auxily to supply an AI voice receptionist service.
• Callers - members of the public who phone a number connected to the Auxily service operated by one of our clients.

Different parts of this policy may apply to you depending on which of these categories you fall into.

Our commitment under the Privacy Act. Auxily applies the Australian Privacy Principles to all personal information we handle, whether or not we are required to as a small business under the Privacy Act. Given the nature of our service, we treat every caller's information as if the Act applies in full.

02Personal information we collect

From website visitors

• Name, email address, business name, phone number and ABN where you submit an enquiry or onboarding form.
• Information contained in messages you send us by email or any contact form.
• Technical information collected automatically when you visit auxily.ai, including IP address, browser type, device type, referring URL, pages viewed and the date and time of your visit. This is collected through cookies and analytics tools.

From clients

• Business contact details, including the names, email addresses and phone numbers of nominated representatives.
• Business information needed to configure the AI agent, such as services offered, pricing, business hours and service area.
• Billing information, including ABN, billing address and payment details processed through our payment processor.

From callers

When a member of the public phones a number connected to the Auxily service, we may collect:

• The caller's name, phone number and any other contact details they provide.
• The address or postcode they provide for the purpose of the enquiry.
• The substance of the enquiry, including any information the caller voluntarily shares with the AI agent.
• A recording and written transcript of the call.

Callers are told at the start of every call that they are speaking with an AI assistant and that the call is recorded. See section 13.

Sensitive information

We do not seek to collect sensitive information (such as health information) through the service. If a caller volunteers sensitive information during a call, it is captured in the recording and transcript, handled under this policy, and used only for the purpose of the caller's enquiry.

03How we collect personal information

We collect personal information directly from you whenever possible. This includes information you provide when you:

• Fill in a form on auxily.ai.
• Email, call or message us.
• Sign up as a client and complete onboarding.
• Phone a number connected to the Auxily service.

We also collect technical information automatically through cookies and analytics tools when you visit our website. Where it is unreasonable or impracticable to collect personal information directly from you, we may collect it from third parties such as our clients (for example, contact details for nominated representatives) or publicly available sources.

04Why we collect, hold and use personal information

• To respond to enquiries and provide information about our services.
• To onboard new clients and configure the AI agent for their business.
• To operate, maintain and improve the AI receptionist service, including answering calls, generating call summaries and routing enquiries.
• To send call summaries, lead notifications and service-related communications to clients, by email and SMS.
• To process payments, manage billing and keep accurate financial records.
• To improve the performance and accuracy of each client's AI agent.
• To comply with our legal obligations and enforce our agreements.
• For direct marketing about Auxily services, where you have given consent or it is otherwise permitted by law. You can opt out at any time by emailing hello@auxily.ai.

We will not use personal information for a purpose other than the purpose for which it was collected unless you have consented or another exception under the APPs applies.

05AI and automated systems

Our service uses artificial intelligence. In plain terms, this is what that means for your information:

• Calls are answered by an AI voice agent, not a human. Every call opens with a disclosure telling the caller they are speaking with an AI assistant and that the call is recorded.
• Automated processing generates transcripts and summaries. Call audio is transcribed and summarised by AI systems so the business you called can follow up on your enquiry.
• A human reviews the outcome. The AI agent captures details and routes enquiries. It does not make decisions that have a legal or similarly significant effect on any individual. Decisions about quotes, bookings, pricing and services are made by the client business.
• Your information is not used to train third-party AI models. We configure our AI providers so that call data submitted through our service is not used by those providers to train their foundation models. We use call data only to operate the service and to configure and improve the specific agent serving the business you called.

06Cookies and analytics

auxily.ai uses cookies and similar technologies to operate the website, remember your preferences and understand how visitors use the site. Cookies are small text files stored on your device by your browser.

We use a combination of essential cookies (required for the site to work) and analytics cookies (used to measure visitor behaviour). The analytics tools we use may include providers such as Google Analytics. These tools may collect technical and usage information, including IP addresses, in aggregated and anonymised form.

You can control cookies through your browser settings. Disabling cookies may affect the way some parts of the website function.

07Disclosure of personal information

• Service providers. We use trusted third-party providers to operate the AI receptionist service and the website. These include voice AI platforms, large language model providers, telephony carriers, hosting and email providers, SMS providers, automation platforms, payment processors and analytics providers. These providers access personal information only to the extent necessary to perform their services and are required to protect it.
• Clients. Information collected from callers through the AI agent is shared with the relevant client business so they can follow up on the enquiry.
• Legal and regulatory. Where we are required or authorised by law, including in response to a valid request from a law enforcement agency, regulator or court.
• Business transactions. If Auxily is involved in a sale, merger or restructure, personal information may be transferred to the acquiring entity, subject to confidentiality obligations.

We do not sell personal information.

08Overseas disclosure

Some of the third-party service providers we use store or process data outside Australia. The countries to which personal information may be disclosed include the United States and countries in the European Union, depending on the location of the relevant provider. Our voice AI and language model providers are primarily located in the United States.

Before disclosing personal information overseas, we take reasonable steps as required by APP 8.1 to ensure the recipient does not breach the APPs in relation to that information, or we rely on an exception under APP 8.2.

09Storage and security

We hold personal information in electronic form. Call recordings, transcripts, contact details and call summaries are stored in cloud-based systems hosted by our service providers.

We take reasonable steps, including technical and organisational measures, to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These include access controls, encryption in transit, and the use of providers that maintain industry-standard security practices.

Despite these measures, no method of transmission or storage is completely secure. We cannot guarantee absolute security of personal information.

10Data breaches

If a data breach involving personal information occurs and is likely to result in serious harm to any individual, we will act consistently with the Notifiable Data Breaches scheme in the Privacy Act: we will contain and assess the breach promptly, notify affected individuals and the Office of the Australian Information Commissioner where notification is required, and notify affected client businesses without undue delay.

11How long we keep personal information

We retain personal information only for as long as it is needed for the purposes set out in this policy or as required by law.

• Call recordings and transcripts are retained for 90 days from the date of the call, unless a client requests a longer retention period in writing.
• Call summaries and lead records may be retained for the duration of the client engagement and for a reasonable period afterwards for record-keeping purposes.
• Website enquiry records are typically retained for up to two years.
• Financial and billing records are retained for at least seven years to meet Australian tax and accounting obligations.

When personal information is no longer needed and we are not required by law to retain it, we take reasonable steps to destroy or de-identify it.

12Accessing and correcting your personal information

You can request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make an access or correction request, contact us at hello@auxily.ai. We will respond within a reasonable period, usually within 30 days. There is no fee for making a request, although we may charge a reasonable fee for the cost of providing access in some cases.

If we refuse a request for access or correction, we will provide written reasons and information about how to complain.

13Callers and recorded calls

If you call a phone number connected to the Auxily service, the call is answered by an AI voice agent operated on behalf of the business you are trying to reach. At the start of the call you will be told that you are speaking with an AI assistant and that the call is recorded and transcribed.

Recording laws differ between Australian states and territories, and several (including New South Wales) require the consent of everyone on a call. That is why the disclosure plays on every call, wherever you are calling from. By continuing the call after the disclosure, you consent to the recording. If you do not want the call recorded, you can end the call and contact the business through another channel, and the AI agent can point you to one.

The business you called is the primary recipient of the information you share. You can contact that business directly to request access to or correction of any information they hold about you. You can also contact us at hello@auxily.ai and we will pass your request on to the relevant client.

14How to make a complaint

If you believe we have breached the Australian Privacy Principles or otherwise mishandled your personal information, you can lodge a complaint by emailing hello@auxily.ai with the words "Privacy Complaint" in the subject line.

We will acknowledge your complaint within five business days and aim to provide a substantive response within 30 days. If you are not satisfied with our response, you can refer the complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by phoning 1300 363 992.

15Changes to this policy

We may update this Privacy Policy from time to time, including to reflect changes to Australian privacy law. The current version will always be available at auxily.ai/privacy. Material changes will be flagged on the website. The date at the top of this policy shows when it was last updated.

16Contact us

If you have any questions about this Privacy Policy or how we handle personal information:

• Email hello@auxily.ai
• Website auxily.ai
• ABN 82 591 732 037

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