Reception AI Pty Ltd ACN 699 485 419 | www.receptionai.au
Version 1.0 | Last updated: 20 October 2026
This Acceptable Use Policy (AUP) sets out the rules for using the AI-powered reception services provided by Reception AI Pty Ltd ACN 699 485 419 (Reception AI, we, us or our), including our platform, website, phone numbers, integrations and related services (the Services). Its purpose is to keep the Services safe, lawful and reliable for our customers and the people who contact them.
1.1 This AUP forms part of the agreement between Reception AI and the Customer (the Agreement), which includes our Terms of Service and is read with our Privacy Policy. Capitalised terms not defined in this AUP have the meaning given in the Terms of Service.
1.2 This AUP applies to the Customer, its personnel and contractors, and anyone else who uses the Services through the Customer’s account or on its behalf. The Customer is responsible for their compliance with this AUP.
1.3 We may also act to stop End Users misusing the Services, for example by making abusive, threatening or fraudulent communications.
2.1 The Customer must:
(a) use the Services lawfully and in accordance with this AUP, Relevant Laws and any industry codes or regulator guidance that apply to its business;
(b) give all notices and obtain all consents required from End Users, including for call recording and the use of AI;
(c) keep its accounts secure by using unique named accounts, strong passwords and multi-factor authentication where offered, restricting access to those who need it, and removing access promptly when people leave;
(d) ensure that the content and information it supplies to the Services is accurate, free of malware, and that it has the right to use it with the Services; and
(e) cooperate promptly with us on any investigation of misuse, security or privacy incidents.
3.1 Unlawful, harmful and abusive use. The Customer must not use the Services to:
(a) break any law or to help another person to do so;
(b) harass, threaten, intimidate, defame or discriminate against any person, or incite violence or hatred;
(c) create, store or distribute sexually exploitative material, or any material that exploits or endangers children; or
(d) promote or carry out fraud, scams or other deceptive schemes.
3.2 Deception, impersonation and AI transparency. The Customer must not use the Services to mislead people about who they are dealing with or what the Services are doing. In particular, the Customer must not:
(a) impersonate another person or business, or misrepresent its identity, authority or affiliation;
(b) instruct the Services to claim to be a human when a person sincerely asks whether they are speaking with an AI; or
(c) make false or misleading statements, including by omission, in connection with its use of the Services.
3.3 Recording, privacy and consent. The Customer must not record, monitor or transcribe communications without the notices and consents required under applicable surveillance devices and listening devices laws, which vary between States and Territories. The Customer must not upload or process Personal Information in a way that breaches the Privacy Act or our Privacy Policy.
3.4 Calls and messages. The Customer must comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth). This includes having the required consent, accurately identifying the sender, including a functional unsubscribe facility, and honouring opt-outs and the Do Not Call Register. The Customer must not spoof caller identification or phone numbers, or use the Services for unsolicited bulk messaging or automated calling campaigns without a lawful basis and the required consents.
3.5 Restricted Data. Unless we have given prior written approval, or the Services expressly provide an approved capture method, the Customer must not input, upload, transmit or store through the Services, or ask End Users to provide, any of the following (Restricted Data):
(a) full payment card numbers or card security codes;
(b) Tax File Numbers;
(c) Medicare numbers;
(d) passport or driver licence numbers or other government identifiers;
(e) passwords, PINs or authentication codes; or
(f) biometric templates or genetic information.
This applies on every channel, including calls, voicemail, SMS, email, chat, file uploads, integrations and support requests. Where we approve a capture method, the Customer remains responsible for meeting the standards that apply (for example, PCI DSS for card data) and for collecting only what it needs. We may filter, redact, delete or block Restricted Data and are not required to store or recover it.
3.6 Health and regulated information. Customers in healthcare and allied health may allow End Users to share health information to the extent reasonably necessary to handle an enquiry, make a booking or pass a message to a clinician. The Customer must not use the Services to collect detailed clinical histories, diagnoses or test results, or to provide clinical advice or triage, unless we have agreed in writing. Customers in other regulated industries must ensure their use of the Services meets the confidentiality, privilege and disclosure obligations that apply to them.
3.7 High-impact decisions. The Customer must not use the Services or Outputs as the sole basis for decisions that have a legal or similarly significant effect on a person, including decisions about employment, credit, insurance, housing, education, government benefits or access to healthcare. Outputs must not be relied on for life-critical or safety-critical decisions without review by a qualified person.
3.8 Synthetic voice and media. The Customer must not use the Services to clone, imitate or synthesise the voice or likeness of a real person without that person’s informed and provable consent, or to create deepfakes or other content designed to deceive or harm.
3.9 Security and network integrity. The Customer must not probe, scan or test the vulnerability of the Services, bypass access controls or rate limits, scrape the Services at scale, reverse engineer them, overload or disrupt them, or introduce malware or other harmful code. Responsible security research is permitted only with our prior written authorisation. Suspected vulnerabilities should be reported under clause 7.
3.10 Intellectual property and competitive misuse. The Customer must not upload content it has no right to use, remove proprietary notices, or use the Services or Outputs to train, fine-tune or benchmark a competing model or service, or to attempt to extract our models, prompts or configurations.
3.11 Resale. The Customer must not resell, sublicense, rebrand or provide the Services to third parties except under a written reseller or partner arrangement with us.
3.12 Carriers and third party platforms. The Customer must comply with the terms and policies of the telephony, messaging, email and social media providers that the Services connect with. We may act on a notice or request from a carrier or platform, including by limiting, blocking or suspending traffic, to protect network integrity and compliance.
3.13 Sanctions and export controls. The Customer must not use the Services in breach of Australian sanctions laws or any other sanctions or export control laws that apply, or for the benefit of a sanctioned person or in a sanctioned jurisdiction.
The Services are not an emergency service. They must not be relied on to answer, route or respond to calls to 000 or 112, or to deal with a situation involving an immediate risk to life or safety. The Customer must configure its greetings and call flows so that anyone experiencing an emergency is told to contact emergency services directly.
To protect the quality of the Services for all customers, we may apply reasonable limits on concurrent calls, message volumes, API requests, storage and recording retention. If the Customer’s usage materially exceeds what is reasonable for a business of its kind, or risks the stability or cost of the Services, we will contact the Customer, and we may ask it to move to a more suitable plan or pay additional fees agreed with us. We may throttle or suspend a workload that is abusive or puts the Services at risk.
6.1 We may monitor use of the Services, using automated and manual methods, to operate and secure them and to investigate suspected breaches of this AUP.
6.2 If we reasonably believe this AUP has been breached, we may take action that is proportionate to the breach, including issuing a warning, removing content, blocking traffic, disabling credentials, limiting features, suspending the account or terminating the Agreement under the Terms of Service.
6.3 We may act immediately, and without prior notice, where necessary to protect people, data or networks, to comply with law or a requirement of a regulator or carrier, or to deal with an urgent risk. In other cases we will act reasonably and, where practicable, give notice and a reasonable chance to fix the problem.
6.4 Where we take action, we will, where lawful and practicable, tell the Customer what we have done, why, and what it can do to resolve the issue.
If you become aware of a breach of this AUP, a security vulnerability or misuse of the Services, please report it to reception@receptionai.au. Please do not test or exploit a suspected vulnerability, and give us a reasonable chance to respond before disclosing it publicly.
If the Customer believes we have taken action under this AUP in error, it can ask us to review our decision by emailing reception@receptionai.au with an explanation and any supporting information. We will consider genuine requests promptly and in good faith. This does not limit the Customer’s rights under the Terms of Service or the law.
We respond to valid legal process and regulator requests. If the Customer receives a notice or request from an authority that may affect the Services or Customer Data we hold, it should tell us promptly, unless the law prevents it, so that we can assess and respond appropriately.
We may update this AUP from time to time. We will give at least 30 days’ notice of material changes, by email or through the Services, unless a shorter period is needed to comply with law or to deal with an urgent risk. Continued use of the Services after a change takes effect is acceptance of the updated AUP, subject to the Customer’s right to cancel under the Terms of Service.
This AUP is governed by the laws of Queensland, Australia, and the parties submit to the jurisdiction of the courts of Queensland, without limiting any consumer or other rights that cannot be excluded by law.
Reception AI Pty Ltd ACN 699 485 419 (ABN 70 699 485 419)
Email: reception@receptionai.au
Post: Unit 112, 150-152 Riseley Street, Booragoon WA 6154
Website: www.receptionai.au
