Privacy policy

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1. Introduction

Respir Pty Ltd trading as Call Flow AI ("we", "us", or "our") is committed to protecting the privacy of your personal information. This Privacy Policy explains how we collect, hold, use, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to individuals who visit our website, as well as the corporate clients who subscribe to our Artificial Intelligence (AI) voice services, and the end-users or contacts who interact with our AI voice assistants.

2. Our Role as a Service Provider

Call Flow AI provides AI-powered inbound and outbound calling services, call recording, transcription, and appointment booking functionality to our business clients.

When members of the public (Contacts) interact with an AI voice assistant configured for one of our clients, we process that audio and transcription data strictly on behalf of the client. In these scenarios, the client is the primary data controller responsible for obtaining all necessary consents for call recording and data collection, and we act as the data processor.

3. The Information We Collect

Depending on your relationship with us, we may collect the following types of personal information:

  • From Our Clients: Names, business addresses, email addresses, billing information, and account credentials.

  • From Contacts/End-Users: Phone numbers, caller ID information, call metadata, audio call recordings, automated call transcripts, and any personal information verbally disclosed during a call (such as appointment details or FAQ inquiries).

  • Integration Data: Information synced through third-party applications connected to our platform, specifically including the GoHighLevel CRM, Workflow, and Calendar systems.

  • Website & Technical Data: IP addresses, browser types, and standard analytics data collected when you visit our website.

4. How We Collect Information

We collect personal information through lawful and fair means, primarily:

  • Directly from you: When you contact us, register for an account, or subscribe to our services.

  • Automatically via the Platform: When calls are routed, recorded, or transcribed by our AI technology.

  • From our Clients: When clients upload outbound contact lists, CRM databases, or specific business configurations to our platform.

5. How We Use and Disclose Information

We collect and use personal information exclusively to:

  • Provide, host, and operate the Call Flow AI platform and associated AI bots.

  • Process inbound and outbound calls, generate transcripts, and create call summaries and reporting.

  • Facilitate appointment bookings and synchronize data with client CRMs and calendars.

  • Provide technical support, troubleshooting, and onboarding services.

Disclosure to Third Parties: To deliver our services, we may disclose personal information to our licensors, telecommunications carriers, hosting providers, and upstream third-party service providers. We do not sell personal information to third parties.

6. AI Model Training and Data Privacy

We prioritize the integrity of your data. Call Flow AI will not intentionally use client data, call recordings, or transcripts to train general or foundation AI models, except to the extent expressly agreed in writing with the client.

7. Data Storage, Retention, and Security

We employ industry-standard security measures to protect personal information from unauthorized access, modification, or disclosure.

  • Call Recording Retention: Call recordings are retained securely for a standard period of 90 days from the date of each recording, after which they are subject to deletion.

  • Storage Limits: While the active retention window is 90 days, we provide unlimited storage capacity within that timeframe for our subscribed clients.

  • Data Export: Upon the expiry or termination of a client contract, client data is made available for export for a period of 30 days. Following this export period, the data may be permanently deleted.

8. Cross-Border Data Transfers

Due to the nature of cloud-based AI, telecommunications infrastructure, and CRM integrations, personal information processed by Call Flow AI may be transmitted to, or stored on, servers operated by upstream providers located outside of Australia. We take reasonable steps to ensure that any overseas recipients handle personal data in a manner consistent with the Australian Privacy Principles.

9. Accessing and Correcting Your Information

You have the right to request access to the personal information we hold about you and to ask for corrections if you believe the information is inaccurate.

If you are a Contact who has interacted with an AI voice assistant operated by one of our clients, we encourage you to direct your access or deletion requests directly to that business, as they control the underlying data and contact lists.

10. Contact Us

If you have any questions about this Privacy Policy, or if you wish to make a privacy-related complaint, please contact our designated inbox:

  • Email: admin@callflowai.com.au

We take all complaints seriously and will respond within a reasonable timeframe to resolve the issue. If you remain dissatisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).