Privacy Policy

1. Who This Policy Applies To

This Privacy Policy applies to:

• Business clients - salons, clinics, health practices and other businesses that subscribe to the Service
• End users - members of the public who call or text a business phone number handled by Telakomie
• Website visitors - anyone who visits telakomie.com.au

2. Call Recording and AI Disclosure

Important: Calls handled by Telakomie are answered by an artificial intelligence system and may be recorded and transcribed.

Every call answered by Telakomie begins with a disclosure that the caller is speaking with an AI assistant and that the call may be recorded. This disclosure is provided before any personal information is collected. By continuing the call after this disclosure, callers consent to the recording and AI processing of their conversation.

Call recordings and transcripts are retained for the purposes set out in this policy and are accessible to the subscribed business on whose behalf the call was answered. Recordings are not used for any other purpose without consent.

Business clients are responsible for ensuring their own compliance with applicable surveillance and listening device laws in their state or territory, including but not limited to the Surveillance Devices Act 2007 (NSW), Surveillance Devices Act 1999 (VIC),Invasion of Privacy Act 1971 (QLD), Surveillance Devices Act 1998 (WA), andListening and Surveillance Devices Act 1972 (SA). We strongly recommend maintaining the AI disclosure greeting and not disabling the call recording notice.

3. What Personal Information We Collect

We collect the following categories of personal information:

From business clients (during onboarding and use):

• Business name, ABN, address and contact details
• Account holder name and email address
• Booking system credentials and configuration
• Billing details (processed by Stripe - we do not store card numbers)
• Business hours, service menu, staff details and other information provided for AI configuration

From end users (callers and SMS contacts):

• Name and phone number
• Email address (if provided)
• Appointment details including service, date, time and staff preference
• Call recordings and transcripts
• Any other information voluntarily provided during a call or SMS conversation

Health information:

Where Telakomie is used by allied health practitioners, cosmetic medicine clinics or other health service providers, callers may disclose health-related information during a conversation. Such information is treated as sensitive information under the Privacy Act and is subject to heightened protection. It is used only to facilitate the requested appointment and is not disclosed to any third party without consent, except as required by law.

Automatically collected information:

• Website usage data and analytics
• Browser type and IP address
• Session authentication cookies

4. How We Collect Personal Information

We collect personal information:

• Directly from business clients during sign-up and onboarding
• From end users during AI-handled phone calls and SMS conversations
• Automatically through our website (cookies, analytics)
• From third-party booking systems connected by the business client

We collect personal information only by lawful and fair means. Where practicable, we collect information directly from the individual concerned.

5. How We Use Personal Information

We use personal information to:

• Deliver and operate the AI receptionist service
• Process and confirm bookings on behalf of subscribed businesses
• Send appointment confirmation and reminder SMS messages
• Provide customer support to business clients
• Process payments and manage billing
• Improve the accuracy and safety of our AI models (using de-identified data only)
• Comply with legal obligations
• Send service-related communications to business clients

We do not sell personal information. We do not use end-user personal information for marketing purposes. We do not use personal information for automated decision-making that has legal or similarly significant effects on individuals without human review.

6. Disclosure of Personal Information

We may disclose personal information to:

Business clients:

Call recordings, transcripts and booking details are shared with the subscribed business on whose behalf the call was handled. Business clients are data controllers for the personal information of their own customers and must handle that information in accordance with the Privacy Act.

Third-party service providers (subprocessors):

• Twilio Inc. (USA) - voice and SMS infrastructure. Processes call audio and SMS content.
• Anthropic PBC (USA) - AI language model. Processes call transcripts to generate responses. Anthropic's API is used under a data processing agreement; data is not used to train Anthropic's models without consent.
• Supabase Inc. (AWS Sydney region) - database and authentication. Stores account, appointment and conversation data in Australia.
• Stripe Inc. (USA) - payment processing. Processes billing information for subscriptions.
• Vercel Inc. (USA) - application hosting and content delivery.

Overseas disclosure:

Under APP 8, we disclose that some personal information is processed by overseas entities (Twilio, Anthropic, Stripe, Vercel - all USA-based). Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs. By using the Service, business clients acknowledge and consent to this overseas disclosure on behalf of their end users.

Other disclosures:

We may disclose personal information where required by law, court order, or to protect the rights, property or safety of Telakomie, our clients or the public. We will not disclose personal information for any other purpose without consent.

7. Data Storage, Security and Retention

Business account data, appointment records and conversation logs are stored on Australian-region infrastructure (Supabase / AWS ap-southeast-2, Sydney). We implement industry-standard security measures including:

• Encryption in transit (TLS 1.2 or higher)
• Encryption at rest
• Row-level security and access controls
• Regular security reviews
• Restricted staff access on a need-to-know basis

Retention periods:

• Business account data: retained for the duration of the subscription plus 30 days after termination
• Call recordings and transcripts: 90 days by default (configurable by the business client)
• Appointment records: 12 months
• Billing records: 7 years (tax and accounting obligations)

You may request earlier deletion of your data by contacting us. Deletion requests will be actioned within 30 days subject to any legal retention obligations.

8. SMS Communications

Telakomie sends SMS messages on behalf of subscribed businesses, including appointment confirmations, reminders and re-engagement messages. These messages are sent to phone numbers provided by or collected during AI-handled conversations.

In accordance with the Spam Act 2003 (Cth):

• Business clients are responsible for ensuring they have appropriate consent from their clients before Telakomie sends SMS messages on their behalf
• Every automated SMS includes the business name as the sender and a means to opt out (reply STOP)
• We honour opt-out requests promptly and do not send further messages to numbers that have opted out
• We do not send unsolicited commercial electronic messages to end users on our own behalf

9. Notifiable Data Breaches

We comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Amendment (Notifiable Data Breaches) Act 2017 (Cth). If we become aware of a data breach that is likely to result in serious harm to any individual whose personal information is involved, we will:

• Contain the breach and assess the risk as quickly as possible
• Notify the OAIC within 30 days of becoming aware that a notifiable breach has occurred
• Notify affected individuals as soon as practicable
• Notify affected business clients promptly so they can take appropriate action with their own customers

10. Cookies and Website Analytics

We use the following cookies on telakomie.com.au:

• Session cookies - to maintain authentication state in the dashboard. These are deleted when you close your browser.
• Analytics - we may use privacy-respecting analytics to understand how visitors use our website. No advertising or cross-site tracking cookies are used.

You can disable cookies in your browser settings, though this may affect dashboard functionality.

11. Your Rights Under the Privacy Act

Under the Australian Privacy Act 1988, you have the right to:

• Access the personal information we hold about you (APP 12)
• Correct inaccurate, out-of-date, incomplete or misleading information (APP 13)
• Request deletion of your personal information, subject to legal retention requirements
• Complain about a breach of your privacy rights
• Know whether we hold personal information about you and how it is used

To exercise any of these rights, contact us at hello@telakomie.com.au. We will respond within 30 days. We may need to verify your identity before fulfilling an access or correction request.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

12. Children's Privacy

The Service is not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify business clients by email of material changes at least 14 days before they take effect. The current version is always available at telakomie.com.au/privacy. Continued use of the Service after changes take effect constitutes acceptance of the updated policy.

14. Contact Us

For privacy-related enquiries, access requests, complaints or to exercise your rights under the Privacy Act, contact our Privacy Officer:

• Email: hello@telakomie.com.au
• Phone: 0438 261 600
• Company: Golden Goose Projects Pty Ltd
• Trading as: Telakomie (ASIC registered business name)
• ABN: 19 655 429 646