Privacy Policy

1. Who we are

This Privacy Policy explains how personal information is handled in connection with CallPilot.

CallPilot is the name of our application and service. The Service is operated by the holder of ABN 95 638 678 269.

This policy applies to:

• our website, including callpilot.au;
• our dashboard and customer portal;
• our AI voice, phone, chat, SMS, email and automation services;
• our demos, trials and onboarding flows;
• support, billing and account management; and
• any related services we provide.

Together, these are called the “Service”.

Where the Privacy Act 1988 (Cth) applies to us, we handle personal information in accordance with the Australian Privacy Principles. Where the Privacy Act does not strictly apply to a particular part of our business, we still aim to handle personal information responsibly and consistently with this policy.

2. Information we collect

The information we collect depends on how you use the Service.

Account and business information

We may collect your name, business name, email address, phone number, role, login details, workspace details, business address, website, industry, opening hours, service areas, services, pricing notes, booking rules, escalation contacts and other information you provide when setting up CallPilot.

Billing information

We may collect billing contact details, subscription details, payment history, invoices, plan information, usage records, credits, top-ups and account balance information. Card payments may be processed by third-party payment providers. We do not intentionally store full card numbers on our own systems.

Call, voice and conversation data

When CallPilot handles a call or conversation, we may collect and process:

• audio;
• call recordings;
• live and final transcripts;
• conversation summaries;
• caller names, phone numbers, addresses and contact details;
• call time, call duration, caller ID and call metadata;
• booking, quote, enquiry and support details;
• urgency, intent and outcome information;
• messages sent or received through the Service; and
• any other information spoken, typed or provided during the conversation.

Information about your callers, leads and customers

Your callers may provide personal information during a call or message. This may include names, phone numbers, email addresses, addresses, service needs, booking preferences, complaint details, emergency or urgency details, and anything else they choose to share.

You are responsible for deciding what your CallPilot agent collects, how it is configured, and whether your own customers and callers have been properly notified.

Integration data

If you connect CallPilot to other tools, such as a CRM, calendar, email, messaging provider, website, phone provider, booking tool or automation platform, we may collect and process the information needed to make that integration work.

Technical and usage data

We may collect IP addresses, browser details, device information, log data, error reports, usage events, security events, cookies, analytics data, session activity and similar technical information.

Support communications

If you contact us, we may collect the information you provide in emails, forms, chats, calls or support requests.

3. How we collect information

We collect information:

• directly from you when you sign up, configure an agent, contact us, use the dashboard or pay for the Service;
• from callers and users who interact with your CallPilot agent;
• automatically through the website, dashboard, logs, cookies and system events;
• from your connected integrations and tools;
• from telephony, messaging, hosting, AI, payment and security providers; and
• from public or business sources where needed to provide or improve the Service.

4. Call recording, transcription and AI processing

CallPilot is designed to record, transcribe, summarise and process calls and conversations so that your AI agent can answer enquiries, capture leads, take messages, assist with bookings, route calls and provide useful summaries.

You understand and agree that:

• calls may be recorded;
• calls may be transcribed;
• calls may be processed by AI systems;
• conversation data may be sent to third-party service providers involved in providing the Service;
• caller information may be stored in your dashboard or connected tools; and
• transcripts and summaries may not always be perfect.

Your responsibility to notify callers

If you use CallPilot to handle your own calls or messages, you are responsible for:

• notifying callers that they may be speaking with an AI assistant;
• notifying callers that calls may be recorded and transcribed;
• obtaining any consent required by law;
• giving callers any notices required by your own privacy policy;
• deciding whether recording should be enabled for your business; and
• making sure your use of CallPilot complies with call recording, surveillance, privacy, consumer, spam, telemarketing and industry-specific laws.

We may provide suggested disclosure wording, but you are responsible for checking whether it is suitable for your business.

Suggested caller disclosure

You may use wording like:

“Hi, you’ve reached our assistant. This call may be recorded and transcribed to help us respond to your enquiry.”

For higher-risk industries, sensitive matters or regulated services, you should get legal advice before using CallPilot.

5. How we use information

We may use personal information to:

• provide, operate, maintain and improve the Service;
• create and manage accounts, workspaces and agents;
• answer calls, capture leads, take messages and support bookings;
• generate transcripts, summaries, insights and conversation outcomes;
• send SMS, email or other messages where configured by you;
• connect with your CRM, calendar, website, phone system or other tools;
• process payments, credits, subscriptions, invoices and usage;
• provide support and respond to enquiries;
• detect, investigate and prevent fraud, scams, spam, abuse, security incidents and unlawful use;
• monitor reliability, troubleshoot errors and improve performance;
• train, test and improve our internal systems where permitted by law and this policy;
• comply with legal, tax, accounting, regulatory and law enforcement obligations; and
• protect our rights, customers, providers, users and the public.

We do not sell personal information.

6. AI providers and model training

CallPilot may use third-party AI, speech, transcription, voice and automation providers to provide the Service.

Unless we clearly tell you otherwise or you agree, we do not intentionally use your identifiable call recordings or transcripts to train public AI models. Third-party providers may process information according to their own service terms and data-processing settings, and we take reasonable steps to use providers appropriate for our Service.

We may use de-identified, aggregated or technical information to improve reliability, safety, analytics and product performance.

7. Monitoring for misuse, scams and fraud

Because AI voice and messaging tools can be misused, we may monitor accounts, usage patterns, call metadata, message metadata, transcripts, recordings, logs and other activity to detect or prevent:

• scams;
• fraud;
• spam;
• phishing;
• impersonation;
• unlawful marketing;
• harassment;
• misuse of phone or messaging systems;
• breaches of our Terms;
• threats to the platform or our providers; and
• illegal or harmful conduct.

Monitoring is a right, not a duty. We do not promise to detect every harmful or unlawful use of the Service.

If we reasonably suspect serious misuse, we may suspend or terminate access, preserve records, restrict usage, notify affected parties, report to providers, or disclose information to authorities where permitted or required by law.

8. When we share information

We may share personal information with:

Service providers

This may include hosting providers, telephony providers, phone-number providers, AI model providers, transcription providers, text-to-speech and voice providers, messaging providers, payment processors, analytics providers, security providers, support tools and infrastructure providers.

Connected tools

If you connect CallPilot to your CRM, website, calendar, email, messaging tool, booking system or another platform, we may send information to that tool as needed to provide the Service.

Your workspace users

Information may be visible to users in your workspace depending on their permissions.

Authorities and legal requests

We may disclose information if required or permitted by law, regulation, court order, subpoena, government request, law enforcement request, provider investigation, fraud prevention process, or to protect rights, safety or security.

Business transfers

If we sell, merge, restructure or transfer all or part of our business, information may be transferred as part of that transaction, subject to confidentiality and legal requirements.

9. Overseas disclosure

Some providers may store or process information outside Australia, including in countries such as the United States or other locations where our providers operate.

By using the Service, you acknowledge that information may be processed overseas by our providers. Where required, we take reasonable steps to ensure overseas disclosures are handled consistently with applicable privacy obligations.

10. Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These steps may include access controls, authentication, encryption in transit, restricted staff access, monitoring, logging, backups, security reviews and provider controls.

No online service is completely secure. You are responsible for keeping your login details safe, managing user permissions, using strong passwords, and telling us promptly if you suspect unauthorised access.

11. Retention and deletion

We keep personal information for as long as needed to provide the Service, comply with law, resolve disputes, enforce agreements, maintain business records, detect misuse, and support security or operational needs.

Call recordings, transcripts, summaries and message records may be retained according to your account settings, our operational needs, legal obligations, provider requirements and backup practices.

You may request deletion of information by contacting us. We will take reasonable steps to delete or de-identify information where we are not required or permitted to keep it.

Some information may remain in backups, logs, invoices, audit records, legal records or security records for a limited period.

12. Data breaches

If a data breach occurs and it is likely to result in serious harm to individuals, and the Notifiable Data Breaches scheme applies, we will take steps required by law. This may include notifying affected individuals and the Office of the Australian Information Commissioner.

13. Access and correction

You may ask us to provide access to personal information we hold about you, or to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. We may refuse access or correction where the law allows us to do so. If we refuse, we will explain why where reasonable.

To make a request, contact us at support@callpilot.au.

14. Direct marketing

We may send service messages, account messages, billing notices, security alerts, product updates and marketing communications.

Where required, we will obtain consent before sending marketing messages. You can unsubscribe from marketing messages where an unsubscribe option is provided. Some service or account messages are necessary and cannot be opted out of while you use the Service.

If you use CallPilot to send SMS, email or other commercial messages to your customers, you are responsible for complying with spam, telemarketing and marketing consent laws.

15. Cookies and analytics

We may use cookies, local storage, pixels, analytics tools and similar technologies to:

• keep you logged in;
• remember preferences;
• understand usage;
• improve the website and dashboard;
• detect security issues; and
• measure marketing performance.

You can control cookies through your browser settings, but some parts of the Service may not work properly if cookies are disabled.

16. Children

CallPilot is designed for business users and is not intended for children under 18. We do not knowingly collect personal information from children.

17. Sensitive information

CallPilot is not designed to collect sensitive information unless you choose to configure it that way or a caller provides it during a conversation.

Sensitive information may include health information, financial information, racial or ethnic origin, religious beliefs, political opinions, union membership, sexual orientation, criminal record information or other sensitive details.

You must not configure CallPilot to collect sensitive information unless you have a lawful basis, proper consent, appropriate notices and suitable safeguards.

18. Regulated industries

If you use CallPilot in a regulated industry, such as healthcare, legal services, financial services, insurance, employment, real estate, education, emergency services or government-related services, you are responsible for ensuring your use complies with all laws, professional rules, licensing obligations and industry standards.

CallPilot does not provide legal, medical, financial, tax, migration, emergency or professional advice.

19. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will update the “Last updated” date. If changes are material, we will take reasonable steps to notify you.

Your continued use of the Service after an updated policy takes effect means you accept the updated policy.

20. Contact and complaints

For privacy questions, access requests, correction requests or complaints, contact:

CallPilot
CallPilot is the name of our application and service. The Service is operated by the holder of ABN 95 638 678 269.
Email: support@callpilot.au
Alternative email: info@callpilot.au

We will aim to respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.