Legal
Privacy Policy
Auxily AI (Auxily, we, us, our) is committed to protecting the privacy of 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 Privacy Policy applies to the auxily.ai website and the AI voice receptionist service we provide to business clients. By using our website or service, you agree to the collection, use and disclosure of personal information as described in this policy.
01 What 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.
02 Personal 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 information 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.
Calls are recorded for the purpose of generating call summaries, providing the client with a record of customer interactions and improving the AI agent. Callers are notified at the start of the call that the call may be recorded.
03 How 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 (in the case of contact details for nominated representatives) or publicly available sources.
04 Why we collect, hold and use personal information
We collect, hold and use personal information for the following purposes:
- 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.
- To process payments, manage billing and keep accurate financial records.
- To improve the performance and accuracy of the 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.
05 Cookies 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.
06 Disclosure of personal information
We may disclose personal information to third parties in the following circumstances:
- Service providers. We use trusted third-party service 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, automation platforms, payment processors and analytics providers. These providers only access personal information to the extent necessary to perform their services and are contractually required to protect that information.
- 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 to third parties.
07 Overseas 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 the European Union, depending on the location of the relevant provider.
Before disclosing personal information overseas, we take reasonable steps to ensure that the recipient is bound by privacy obligations substantially similar to the APPs, or that an exception under APP 8.2 applies.
08 Storage 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 to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps 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.
09 How 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.
10 Accessing and correcting your personal information
Under the APPs, you have the right to request access to the personal information we hold about you and to 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.
11 Callers 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. You will be notified at the start of the call that the call may be recorded.
If you do not consent to the call being recorded, you can end the call and contact the business through another channel. 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.
12 How 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.
13 Changes to this policy
We may update this Privacy Policy from time to time. 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.
14 Contact 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