Privacy Policy

1. Introduction

Authentic AI Solutions Pty Ltd (ACN 681 529 706) ("Authentic AI", "we", "us", or "our") is committed to protecting your privacy and handling your personal information with transparency and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you interact with our website, software platform, Voice AI services, automation systems, CRM tools, and related digital infrastructure (collectively, the "Services").

By accessing, registering for, or using our Services, you acknowledge that you have read and understood this Privacy Policy and consent to the data practices described herein.

2. Categories of Personal Information We Collect

We collect personal information that is reasonably necessary for, or directly related to, one or more of our business functions or activities. The categories of information we collect include:

2.1 Identity and Contact Information

• Full name
• Email address
• Telephone number
• Business name and job title
• Billing and physical address

2.2 Account and Profile Information

• Login credentials (usernames, hashed passwords)
• Subscription plan details and billing history
• Service configuration data and user preferences
• Profile images (if uploaded)

2.3 Financial and Payment Information

• Billing details, transaction history, and tax identification numbers.
• Note: We do not store full credit card numbers on our servers. Payment processing is handled securely by PCI-DSS compliant third-party payment gateways (e.g., Stripe).

2.4 Communication and Interaction Data

• Records of correspondence, including emails, SMS logs, and support tickets.
• Chatbot interactions and transcripts.
• Voice AI interactions, including audio recordings and transcriptions (where enabled and legally permitted).

2.5 Usage and Technical Data

• IP addresses, MAC addresses, and device identifiers.
• Browser type, operating system, and network information.
• Log data, access times, pages viewed, and platform usage analytics.
• Performance metrics and error reports.

2.6 Client Data (Data Processed on Your Behalf)

In providing our Services, we process data that you (the Client) input, upload, or connect to our platform regarding your own customers or leads. In this context, Authentic AI acts as a data processor, and you act as the data controller. You are responsible for ensuring you have the lawful right and necessary consents to collect and share this data with us.

2.7 Sensitive Information

We do not intentionally collect sensitive information (such as health data, racial or ethnic origin, political opinions, or religious beliefs) unless it is voluntarily provided by you and is strictly necessary for the provision of a specific service, in which case we will obtain your explicit consent.

3. How We Collect Personal Information

3.1 Direct Collection

• When you register for an Authentic AI account.
• When you subscribe to our Services or execute an order form.
• When you submit forms on our website or request a demonstration.
• When you communicate with our sales, support, or customer success teams.

3.2 Automated Collection

When you navigate our website or use our software platform, we automatically collect technical and usage data via cookies, web beacons, and server logs.

3.3 Third-Party Integrations

When you choose to connect third-party applications (e.g., Google Workspace, Microsoft 365, Meta, CRM systems) to the Authentic AI platform via APIs, we collect information as authorised by those integrations and your configuration settings.

4. Use of Personal Information

We use the personal information we collect for the following primary purposes:

4.1 Service Provision and Operations

• To provision, operate, maintain, and deliver the Services you have requested.
• To process payments, manage subscriptions and account credits (including the monthly usage credit described in our SaaS Terms & Conditions §3.12), and handle billing inquiries.
• To authenticate users and secure access to accounts.

4.2 Support and Communication

• To provide technical support, troubleshooting, and customer service.
• To send administrative messages, service announcements, technical notices, and security alerts.
• To respond to your inquiries and fulfill your requests.

4.3 Platform Improvement and Analytics

• To monitor and analyse usage trends, platform performance, and user behaviour.
• To identify bugs, troubleshoot system issues, and optimise infrastructure.
• To develop new features, products, and services.

4.4 Marketing and Promotions

To send you promotional materials, newsletters, and information about new features or services (subject to your consent and right to opt-out under the Spam Act 2003).

4.5 Legal and Compliance

• To comply with applicable legal obligations, regulatory requirements, and law enforcement requests.
• To enforce our Terms & Conditions and protect the rights, property, or safety of Authentic AI, our users, or the public.
• To prevent, detect, and investigate fraud, security breaches, or potentially prohibited activities.

5. AI and Automation Data Processing

Authentic AI utilises artificial intelligence and machine learning models to provide core functionalities, including Voice AI, text generation, and workflow automation.

5.1 Processing for Service Delivery

We process your data, including communication logs and interaction data, through our AI systems strictly to deliver the requested Services (e.g., generating a response to a customer inquiry, transcribing a voice call).

5.2 Model Improvement

We may use aggregated, de-identified, and anonymised data to improve our systems. We do not use your identifiable personal information or your specific Client Data to train public AI models or models shared with other clients without your explicit consent.

5.3 Third-Party AI Providers

Certain features may utilise APIs from third-party AI providers (e.g., OpenAI, Anthropic). When data is transmitted to these providers, it is done so under terms that govern how that data may be used, including restrictions on using your data to train the provider's own foundation models where such restrictions are available to us.

6. Disclosure to Third Parties

We do not sell, rent, or trade your personal information. We may disclose personal information to the following categories of third parties strictly for the purposes outlined in this Policy:

6.1 Service Providers and Sub-Processors

We engage trusted third-party vendors to assist in operating our business, including:

• Our underlying CRM and automation platform provider, which hosts and processes the bulk of Client Data and Service activity on our behalf, under a white-label arrangement.
• Cloud infrastructure and hosting providers.
• Payment processing gateways.
• Telecommunications carriers (for SMS and Voice routing).
• Email delivery services.
• Analytics and monitoring platforms.

These providers are contractually bound to implement appropriate security safeguards and are prohibited from using your personal information for any purpose other than providing the contracted services.

6.2 Professional Advisers

We may disclose information to our accountants, auditors, lawyers, and other professional advisers subject to strict confidentiality obligations.

6.3 Business Transfers

In the event of a merger, acquisition, reorganisation, bankruptcy, or sale of all or a portion of our assets, personal information may be transferred as part of the transaction, subject to the acquirer agreeing to adhere to terms substantially similar to this Privacy Policy.

6.4 Legal and Regulatory Authorities

We may disclose personal information to government bodies, regulatory agencies, law enforcement, or courts when required by law, subpoena, or court order, or when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, or investigate fraud.

7. Overseas Data Handling

Authentic AI is an Australian company. Where supported by our cloud and platform partners, we prioritise hosting primary application infrastructure and data within Australian data centres. However, to provide global communication capabilities and leverage specific enterprise technologies, we may utilise service providers located outside of Australia (including, but not limited to, the United States).

When we disclose personal information to overseas recipients, we take reasonable steps to ensure that the overseas recipient handles the data in a manner consistent with the Australian Privacy Principles, including through vendor security assessments and data processing terms with our providers.

8. Cookies and Tracking Technologies

We use cookies, web beacons, pixels, and similar tracking technologies to enhance user experience, analyse platform usage, and assist in our marketing efforts.

8.1 Types of Cookies Used

• Strictly Necessary Cookies: Essential for the operation of the platform (e.g., session management, security).
• Performance and Analytics Cookies: Used to understand how visitors interact with our website (e.g., Google Analytics).
• Functionality Cookies: Used to remember your preferences and settings.
• Targeting and Advertising Cookies: Used to deliver relevant advertisements and track campaign performance (e.g., Meta Pixel, Google Ads).

8.2 Managing Cookies

You can control or disable cookies through your browser settings. However, disabling strictly necessary cookies may impact your ability to use certain features of the Authentic AI platform.

9. Data Security and Retention

9.1 Security Measures

We implement robust administrative, technical, and physical safeguards to protect personal information from unauthorised access, modification, disclosure, or destruction. Our Services are built on enterprise-grade CRM and automation infrastructure that includes TLS encryption in transit, encryption at rest, role-based access controls, multi-factor authentication, and continuous system monitoring. For detailed information, please refer to our Security & Infrastructure Overview, available on request.

9.2 Data Retention

We retain personal information only for as long as is necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law (e.g., for tax, legal, or accounting purposes).

Upon termination of your account, we will securely delete or de-identify your personal information and Client Data within ninety (90) days, except where retention is required or permitted by law (for example, for tax, accounting or dispute-resolution purposes).

You may request deletion sooner by contacting us at info@authenticai.com.au, and we will action that request within a reasonable period. Before requesting deletion, export anything you need — deletion is not reversible, and we cannot restore data once it has been removed.

10. Access and Correction Rights

Under the Privacy Act 1988 (Cth), you have the right to request access to, and correction of, the personal information we hold about you.

10.1 Requesting Access

You may request access to your personal information by contacting us. We will respond to your request within a reasonable timeframe (typically 30 days) and provide access in the manner requested, subject to legal exceptions.

10.2 Requesting Correction

If you believe that the personal information we hold is inaccurate, out-of-date, incomplete, irrelevant, or misleading, you may request a correction. We will take reasonable steps to correct the information promptly.

To exercise these rights, please email info@authenticai.com.au. We may require you to verify your identity before processing your request.

11. Notifiable Data Breaches

Authentic AI complies with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth).

In the event of an "eligible data breach" (where there is unauthorised access to, or disclosure of, personal information that is likely to result in serious harm to any of the individuals to whom the information relates), we will:

• Take steps to contain the breach.
• Conduct a risk assessment.
• Notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as soon as practicable, providing details of the breach and recommended steps for individuals to protect themselves.

12. Children's Data

The Authentic AI Services are designed for and directed at businesses and professionals. We do not knowingly collect, solicit, or process personal information from children under the age of sixteen (16). If we become aware that we have inadvertently collected personal information from a child under 16 without verified parental consent, we will take immediate steps to delete such information from our systems.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will notify you of any material changes by posting the updated policy on our website and updating the "Last Updated" date. For significant changes, we may also provide notice via email or through the platform interface. Your continued use of the Services after the effective date of the revised policy constitutes your acceptance of the changes.

14. Contact Us and Complaints

If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or wish to make a complaint about our handling of your personal information, please contact us at:

Authentic AI Solutions Pty Ltd
Email: info@authenticai.com.au

We take all privacy complaints seriously and will investigate your concerns promptly, aiming to respond within 30 days. If you are not satisfied with our response, you have the right to lodge a formal complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.