Reception AI Pty Ltd ACN 699 485 419 | www.receptionai.au
Version 1.0 | Last updated: 20 October 2026
Reception AI Pty Ltd ACN 699 485 419 (Reception AI, we, us or our) provides an AI-powered reception platform that helps businesses manage calls, SMS, email, social media messages and web chat. We take privacy seriously. This Privacy Policy explains how we collect, hold, use and disclose personal information, and how you can access and correct it or make a complaint.
We handle personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs). A copy of the APPs is available from the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
This policy applies to:
When we collect information for our own purposes, such as managing our website, sales, customer accounts and support, we are responsible for that information.
When our customers use the Services to communicate with their own callers, clients, patients or leads, the customer decides why and how that information is collected. We handle it on the customer’s behalf to deliver the Services. If you are an End User and have a question about how a business has handled your information, please contact that business first. Where we hold the information, you can also contact us and we will help.
The kinds of personal information we collect depend on how you interact with us. They include:
Examples: Name, email address, phone number, job title, business name, ABN or ACN, business address
Where it comes from: You, through our website, enquiries and demonstrations
Examples: Plan details, billing contact, invoice history, payment status. Card payments are handled by our payment provider and we do not store full card numbers
Where it comes from: You and our payment provider
Examples: Call recordings, transcripts, SMS, emails, social media messages, web chat and voice widget conversations, and related metadata such as phone number, date, time, duration and channel
Where it comes from: Interactions between End Users and our customers through the Services
Examples: Name, contact details, address, reason for contacting the business, booking details, message content and preferences
Where it comes from: End Users, through the Services
Examples: IP address, device and browser type, pages viewed, referring website, log data and how users interact with the platform
Where it comes from: Collected automatically
Examples: Subscription choices, campaign interactions and survey responses
Where it comes from: You and our marketing tools
Examples: Support requests, feedback and correspondence
Where it comes from: You
Sensitive information includes information about a person’s health, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union or professional association membership, sexual orientation and criminal record. We do not seek sensitive information for our own purposes.
Some of our customers are healthcare and allied health providers. Calls and messages handled through the Services may therefore include health information or other sensitive information that an End User chooses to share. We handle that information only to provide the Services on the customer’s behalf. Our customers are required to give End Users the notices and obtain the consents that the law requires. We do not use sensitive information for marketing.
Our Acceptable Use Policy restricts the submission of highly sensitive identifiers, such as full payment card numbers, Tax File Numbers and Medicare numbers, through the Services. We may filter, redact or delete this information if it is submitted.
We collect personal information:
For our own purposes, we use personal information to:
On behalf of our customers, we use personal information to answer and route calls and messages, take messages, book and manage appointments, send confirmations and follow-ups, create transcripts and summaries, and keep records for the customer.
How we use information with AI. We use AI models, including models supplied by third party providers, to deliver the Services. We do not use identifiable customer or End User information to train general purpose AI models for third parties, and we require our AI providers to handle that information only to deliver the Services to us. We may use de-identified and aggregated information to evaluate and improve the Services.
The Services use computer programs, including AI, to carry out tasks that involve personal information. In line with the transparency requirements in the Privacy Act, this section describes the kinds of personal information used and the kinds of decisions made.
Kinds of personal information used. Names and contact details, phone numbers and other identifiers, the content of calls and messages (including voice and text), the reason for the enquiry, booking and availability details, and history of earlier interactions with the same business.
Kinds of decisions made solely by automated means. On the customer’s instructions and settings, the Services may:
Kinds of decisions where a computer program does something substantially and directly related to a decision made by a person. The Services may prioritise or flag leads and urgent matters for staff, prepare summaries and suggested replies, and recommend booking times for staff to confirm.
The Services are not designed to decide whether an individual is eligible for credit, insurance, employment, housing, government benefits or health treatment, and our Acceptable Use Policy prohibits their use for that purpose. If you would prefer to deal with a person, you can ask the AI system to transfer you or contact the business directly. If you want to know more about how an automated process has affected you, contact us using the details at the end of this policy.
We disclose personal information only as needed to provide the Services and run our business. Recipients may include:
We require our service providers to protect personal information and to use it only for the purposes for which we disclose it. We do not sell personal information.
Some of our service providers, including cloud hosting, AI model and communications providers, store or process information outside Australia, excluding customer data. The USA is where this currently occurs.
Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles it in a way that is consistent with the APPs, including through contractual protections. In some cases you may consent to an overseas disclosure, or we may be required or authorised by law to make it.
Our website uses cookies and similar technologies. Essential cookies keep the website secure and working. Analytics and advertising technologies help us understand how the website is used and measure our marketing. These technologies may collect your IP address, device and browser details, pages visited and the website that referred you.
You can manage cookies through your browser settings and through any cookie preference tool on our website. Blocking some cookies may affect how the website works.
We may send you information about our products and services where you have asked for it, where you would reasonably expect it, or where you have consented, and always in accordance with the Spam Act 2003 (Cth) and the Privacy Act. Every marketing message includes a way to unsubscribe. You can also opt out at any time by contacting us. We will act on opt-out requests promptly.
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification and disclosure. These steps include encryption, access controls of information in transit and at rest, role-based access controls, multi-factor authentication for our systems, logging and monitoring, due diligence on our service providers, and confidentiality obligations and training for our personnel. Our platform uses enterprise-grade security measures, including encryption of sensitive data, strict access controls, audit logging, MFA enforcement, to keep your customer data safe.
We keep personal information only for as long as we need it for the purposes described in this policy or as the law requires. Information we handle for a customer is kept for the period needed to provide the Services and in line with the customer’s settings and instructions, and is then deleted or de-identified. Records required by Australian tax and corporate laws, such as financial records, may be kept for up to seven years.
When personal information is no longer needed, we take reasonable steps to destroy or permanently de-identify it. Information held in routine backups is deleted in the ordinary backup cycle.
We have processes to detect, assess and respond to data breaches. If we have reasonable grounds to believe that an eligible data breach has occurred, meaning unauthorised access to or disclosure of personal information (or its loss in circumstances where unauthorised access or disclosure is likely) that is likely to result in serious harm, we will notify the affected individuals and the OAIC as required by the Notifiable Data Breaches scheme in the Privacy Act. Where we hold the information on behalf of a customer, we will also notify that customer.
You can ask us for 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 a request, contact our Privacy Officer using the details below. We may need to verify your identity, and it helps if you are specific about the information you want.
We do not charge for making a request. If we charge for providing access, the charge will not be excessive and we will tell you beforehand. We will respond within 30 days. If we refuse a request, we will give you written reasons and information about how to complain.
If your information is held on behalf of one of our customers, we may refer your request to that customer or ask for their involvement, so that your request is handled properly.
If you have a concern about how we have handled your personal information, please contact our Privacy Officer in writing. We will acknowledge your complaint, investigate it and respond within 30 days. For complaints involving automated systems or AI, we will explain, in general terms, how your information was used in the relevant process.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.
The Services and our website are intended for businesses and are not directed at children under 18. We do not knowingly collect personal information from children for our own purposes. If you believe a child has provided us with personal information, please contact us and we will take reasonable steps to delete it. Where a child contacts one of our customers through the Services, the customer is responsible for handling the interaction appropriately.
We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The current version is always available at www.receptionai.au, and the date of the latest update is shown at the top of this document. Where a change is significant, we will take reasonable steps to notify you, for example by email or a notice on our website.
Privacy Officer, Reception AI Pty Ltd ACN 699 485 419
Email: reception@receptionai.au
Post: Unit 112, 150-152 Riseley Street, Booragoon, 6154 WA
Website: www.receptionai.au
Policy version 1.0. Effective 20 October 2026.
