Privacy Policy

Talk AI — Privacy Policy

Effective date: 02/09/2026

1. Introduction

Welcome to Talk AI ("we," "us," "our"). Your privacy is important to us, and we are committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your information when you visit our website, www.talkai.au ("Website"), when you use our services, and when you speak with one of our AI voice assistants.

By accessing or using our Website, or by continuing a call with one of our AI voice assistants, you consent to the collection and use of information as described in this policy.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

  • Identity Information: Name, username, or other identifiers.

  • Contact Information: Email address, phone number, postal address.

  • Commercial Information: Transaction history, preferences, and feedback.

  • Technical Information: IP address, browser type, operating system.

  • Usage Data: Pages visited, time spent on pages, and interactions with content.

2.2 Non-Personal Information

We may collect non-personal information, including:

  • Aggregated Data: Statistical insights about user behaviour.

  • Device Information: Device type, unique identifiers, and mobile network details.

2.3 Call Information

When you speak with one of our AI voice assistants, we collect:

  • your name, phone number, and any contact details you provide;

  • an audio recording of the call and a written transcript of it;

  • the content of what you tell us during the call, including your enquiry, your availability, and any preferences or requirements you describe;

  • details of the outcome of the call, such as whether an appointment was booked and any follow-up you requested;

  • technical call metadata, including the date, time, duration, the number dialled or received, and the outcome status of the call.

We do not use your voice to create a voiceprint, and we do not use voice recognition to identify or verify who you are. If that ever changes, we will tell you and seek your express consent first.

We ask you not to provide payment card details, government identifiers, or health information during a call. Where such information is captured, we remove it from our transcripts and, where practicable, from the audio.

2.4 Collection Methods

  • Direct Collection: Information you provide via forms, registrations, surveys and interactions.

  • Calls: Information you provide during a call with one of our AI voice assistants, including the audio recording of that call.

  • Automated Collection: Data collected via cookies, Meta Pixel, and similar tracking technologies.

  • Third-Party Sources: Data from analytics providers or advertising partners, and contact details provided to us by the business you enquired with.

3. Calls Made By Our AI Voice Assistants

3.1 You are speaking with an AI assistant

Our voice assistants are artificial intelligence, not human operators. We tell you this at the start of every call. If you ask whether you are speaking with a person, our assistant will confirm that it is an AI. You can ask to speak with a person at any time.

3.2 Recording and your consent

We record calls. We tell you at the start of the call that it is being recorded and that the recording is shared with the business we are calling on behalf of.

If you tell us you do not want the call recorded, we will stop the recording, end the call, or arrange another way to help you — your choice.

Where you gave consent when you submitted an enquiry form, we rely on that consent as well as the notice given at the start of the call.

3.3 Why we record

We record calls to:

  • take an accurate record of your enquiry, your instructions, and any appointment you book;

  • resolve disputes and respond to complaints;

  • monitor quality and train our staff;

  • test, improve, and develop our AI voice assistants and our service.

Where we use call content to improve our AI systems, we do so using de-identified or aggregated data wherever practicable.

4. How We Use Your Information

4.1 Purpose of Collection

We process your information to:

  • Provide Services: Deliver products and services.

  • Communicate: Respond to enquiries and share updates or marketing content.

  • Improve Services: Enhance our Website, our AI voice assistants, and our offerings based on user feedback and call data.

  • Ensure Security: Protect against fraud and unauthorised access.

  • Comply with Legal Obligations: Meet regulatory and legal requirements.

4.2 Basis for Handling Your Information

We handle your personal information:

  • with your consent, where you have agreed to a particular use;

  • where it is reasonably necessary for our functions and activities, including performing our contracts with our business clients;

  • where required or authorised by Australian law.

5. Data Storage and Security

5.1 Storage Methods

Your data is stored on secure servers. We work with reputable third-party service providers to ensure compliance with relevant privacy laws.

5.2 Security Measures

We implement security measures, including:

  • Encryption: Data is secured during transfer and storage.

  • Access Controls: Access to call recordings is role-based, limited to named individuals who need it for a specific purpose, requires multi-factor authentication, and is audit-logged.

  • Regular Audits: Ongoing security assessments.

  • Incident Response: We maintain a data breach response plan and will notify you and the Office of the Australian Information Commissioner where an eligible data breach occurs.

6. Sharing Your Information

6.1 The business we called you on behalf of

Our AI voice assistants make and receive calls on behalf of our business clients. The recording, transcript, and outcome of your call are provided to the business you enquired with. That business handles your information under its own privacy policy.

6.2 Third-Party Services

We may share your data with third-party providers, including:

  • Telephony and call routing providers

  • Speech synthesis, speech recognition, and artificial intelligence providers

  • Customer relationship management and cloud hosting providers

  • Advertising partners

  • Analytics providers

  • Payment processors

These providers may access your information only to provide services to us, and under contractual confidentiality and security obligations.

6.3 Our Personnel

Access to call recordings is limited to named individuals who need it for a specific purpose, and every access is logged.

6.4 Legal Obligations

We may disclose data as required by law or in response to legal requests (for example, subpoenas or court orders).

We do not sell your personal information.

7. Cookies and Tracking Technologies

7.1 Types of Cookies

We use:

  • Session Cookies: Temporary, deleted after closing your browser.

  • Persistent Cookies: Stored until expired or manually removed.

  • Meta Pixel: Used for tracking user activity and optimising ads.

7.2 Purpose

Cookies help us:

  • Analyse Usage: Understand user behaviour.

  • Enhance Experience: Personalise content and improve functionality.

  • Target Ads: Deliver relevant advertisements via Meta.

7.3 Managing Cookies

You can modify browser settings to control cookies. Disabling cookies may impact Website functionality.

8. Your Rights

8.1 Access and Correction

You can request access to or correction of your personal data, including a copy of a call recording. Contact us using the details in section 13.

8.2 Withdrawal of Consent

You may withdraw consent at any time without affecting prior processing.

8.3 Data Deletion

You can request data deletion, including deletion of a call recording, subject to applicable laws. We will do so unless we are required to keep it.

9. Data Retention

9.1 Retention Periods

We keep information for the following periods:

  • Call audio recordings — 90 days from the date of the call.

  • Call transcripts, with sensitive details removed — 24 months.

  • Records of the notice given at the start of a call and your response to it — 7 years.

  • Do Not Call Register checking records — for as long as required for compliance purposes.

  • All other personal information — only as long as necessary for the purposes set out in this policy, or as required by law.

9.2 Longer Retention

We keep information longer where it relates to an active complaint, dispute, investigation, or legal proceeding, or where the law requires it.

9.3 Deletion Practices

When a retention period ends, we securely delete or de-identify the information, including from our backups and from our service providers' systems.

10. International Data Transfers

10.1 Cross-Border Transfers

Some of our personnel and service providers are located outside Australia, including in the Philippines and the United States. This means your personal information, including call recordings and transcripts, may be accessed from or stored in those countries.

10.2 Safeguards

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, including by contract. Access to call recordings by our overseas personnel is restricted, granted only where necessary, time-limited, and logged.

11. Children's Privacy

11.1 Age Restriction

Our Website and services are not intended for users under 16. We do not knowingly collect data from children without parental consent.

11.2 Deletion of Minor Data

If we find data collected from users under 16 without consent, we will delete it promptly.

12. Updates to This Policy

12.1 Revision Procedures

We may update this Privacy Policy periodically to reflect changes in practices or legal requirements.

12.2 Notification

Significant updates will be communicated via our Website with an updated effective date.

13. Contact Information

13.1 Privacy Officer

For questions, requests, or concerns about your privacy, contact our Privacy Officer:

Email: admin@talkai.au Post: Privacy Officer, Talk AI, Suite 1122, 189 Queen St, Melbourne, Victoria, Australia 3000

We will respond within 30 days.

13.2 Complaints

Submit privacy-related enquiries or complaints using the contact details above. We aim to address all concerns promptly.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

14. Compliance with Australian Privacy Laws

14.1 Adherence to the APPs

We follow the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

14.2 Further Information

Visit the Office of the Australian Information Commissioner (OAIC) website for details on the APPs.

15. Meta Integration

15.1 Tracking Tools

We use Meta Pixel and SDKs for analytics and advertising.

15.2 Meta's Data Use

Meta may process data collected through these tools. Refer to Meta's Privacy Policy for details.

15.3 Opt-Out Options

Adjust your ad preferences in your Meta account or use tools like Meta Ads Preferences to opt out.