Privacy Policy

1. Introduction

Agency Response Co. ("we", "our", "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website agencyresponseco.com.au and use our services.

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

2. Information We Collect

We may collect the following types of personal information:

• Name and contact details (email address, phone number, business address)
• Business name and ABN
• Information about your real estate agency
• Communication preferences
• Information you provide through our contact forms
• Call recordings and transcripts (with your consent)
• Website usage data and analytics
• Payment information (processed securely through third-party providers)

3. How We Use Your Information

We use your personal information to:

• Provide and maintain our services
• Set up and manage your account
• Process payments and billing
• Communicate with you about our services
• Send you marketing communications (with your consent)
• Analyse and improve our website and services
• Comply with legal obligations

4. Disclosure of Your Information

We may share your information with:

• Service providers who assist us in operating our business (e.g., hosting, payment processing, AI services)
• Professional advisers (accountants, lawyers)

We do not sell your personal information to third parties.

5. Data Storage and Security

Application data — call records, transcripts, leads, and account information — is stored securely in Australia using industry-standard encryption and security measures, on Google Cloud Platform's Sydney region.

Live voice interactions (Callix) are processed in real time by our AI voice service provider, which operates on infrastructure located in the United States and European Union. This is standard practice for AI voice technology. Where personal information is disclosed to an overseas recipient in this way, we take reasonable steps consistent with Australian Privacy Principle 8 to ensure it is handled in a manner consistent with the Australian Privacy Principles.

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

6. AI and Call Recording

Our services include AI-powered voice and chat assistants. When you use these features:

• Calls may be recorded for quality assurance purposes. We retain recordings on our own systems for 90 days and then permanently delete our copy. Retention on our AI voice provider's systems is governed by their own policies.
• Call transcripts and lead data are retained on our systems for 12 months.
• AI assistants are configured with your agency's information to provide accurate responses. This data is not used to train general AI models.
• Your customers will be informed when interacting with an AI assistant.

7. Your Rights

You have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information (subject to legal requirements)
• Opt out of marketing communications
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

8. Cookies and Tracking

We use cookies and similar technologies to enhance your experience on our website. These help us understand how you use our site and improve our services. You can manage your cookie preferences through your browser settings.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on our website and updating the "Last updated" date.

10. Contact Us

If you have any questions about this Privacy Policy or wish to make a complaint, please contact us at: