Privacy policy

1. Who we are and who this covers

Aureum AI ("we", "us") builds and runs AI voice agents and other AI services for real estate agents and other businesses in Australia. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy covers four groups of people:

• Callers. People who ring a phone number that is answered by one of our voice agents.
• Clients. The agents and businesses we work for, and their staff.
• People we contact for a client. Customers and contacts of a client that we call or message on that client's behalf.
• Visitors. People who use this website or contact us.

When a voice agent answers a call for a client, we handle the caller's information on that client's behalf. The client decides what happens with the enquiry and has privacy obligations of their own, so their privacy policy applies as well as this one.

2. What we collect

From callers

• The phone number you call from, and the date, time and length of the call.
• Your name and any contact details you give the agent.
• What you are calling about, such as the property or service, your questions and the times that suit you.
• A recording and a written transcript of the call.

From clients

• Names, business contact details and the phone numbers used to forward calls to us.
• The listing and business information needed to set an agent up, and billing details.
• Any personal numbers a client asks us not to answer, so that calls from family and friends ring through as normal.
• For our other AI services, the material a client gives us to work on, such as incoming email and attachments, invoices, meeting recordings and transcripts, business reports and internal documents. These can contain personal information about other people.

From people we contact for a client

• Where a client asks us to follow something up for them, such as an overdue invoice, an unsigned quote or a review request, the client gives us your name and contact details and what the follow-up is about.
• We record the calls and messages we send you, your replies and the outcome, and pass them back to the client.

From this website and enquiries

• What you send us when you email or otherwise contact us.
• This website does not set advertising or tracking cookies. Our hosting provider keeps standard server logs, such as IP address and browser type.

We do not set out to collect sensitive information, such as health information. Please do not share it with a voice agent unless it is needed for your enquiry.

3. Call recording

Calls answered by our voice agents are recorded and transcribed. We do this so the enquiry can be passed on accurately and so we can check the quality of the service. The agent tells you this at the start of the call. If you would rather not be recorded, you can end the call and contact the business directly.

4. Why we use it

• To answer the call and pass the enquiry to the client, with the details they need to follow up.
• To send the client alerts, summaries and regular reports about the calls answered for them.
• To set up, run, check and improve the service for the client concerned, including finding and fixing errors. We do not use one client's data to build or improve the service for another client.
• To carry out the follow-up, reading, drafting and question answering work a client has asked for.
• To bill clients, answer enquiries and meet our legal obligations.

We do not use callers' information to market our own services to them.

5. Automated handling

Our voice agents are automated. They gather the details of an enquiry and pass them on. They do not make decisions that have a legal or similarly significant effect on you. A person at the client's business follows up.

6. Who we share it with

• The client. The agent or business the call was for receives the details of the enquiry, and may receive the recording and transcript.
• Our service providers. Companies that process information for us so the service can run: telephony, speech recognition and speech synthesis, AI language models, workflow automation and cloud hosting.
• People you ask to be introduced to. If you tell the agent you would like an introduction to someone else, such as a finance broker, we pass your contact details to them for that purpose. We only do this when you have said yes. We or the client may receive a fee for the introduction.
• Advisers and authorities. Our professional advisers, and regulators, courts or law enforcement where the law requires it.
• A new owner. If our business is sold or restructured, the information may pass to the new owner, who must keep handling it in line with this policy.

We do not sell lists of personal information.

7. Information held outside Australia

Our client records are hosted in Australia. Some of our service providers process information outside Australia: at the date of this policy, call and speech processing takes place in the United States, and some workflow and automation data is processed in the European Union (Germany). We take reasonable steps to make sure those providers protect the information in a way that is consistent with the Australian Privacy Principles.

8. How long we keep it and how we protect it

We keep personal information for as long as it is needed for the purposes above. Call records are kept while the client's service is active and for a period agreed with that client. If no period has been agreed, call recordings, transcripts and summaries are kept for 12 months from the date of the call. They are then deleted or de-identified unless the law requires us to keep them longer.

How we protect information is set out on our security page.

9. Seeing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing info@aureumai.net. We may need to confirm who you are first. We aim to respond within 30 days. Where the information was collected for a client, we may work with that client to respond, or refer you to them.

10. Complaints

If you think we have mishandled your information, email info@aureumai.net and tell us what happened. We will look into it and aim to reply within 30 days. If you are not satisfied with our answer, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

11. Changes to this policy

We may update this policy as our services or the law change. The date at the top of the page shows when it was last updated.

12. Contact

Questions about this policy or about your information: info@aureumai.net.