Privacy Policy

1. Who we are

Clearline AI Pty Ltd (ACN 700 291 130, ABN 60 700 291 130) of Melbourne, Victoria, Australia. In this policy, "Clearline", "we", "us" and "our" mean Clearline AI Pty Ltd. You can contact us about anything in this policy at jared@clearlineai.com.au.

We handle personal information in a manner consistent with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth), and with the Spam Act 2003 (Cth) in relation to electronic messages.

2. The two different roles we play

This distinction matters, and most privacy policies gloss over it. We handle personal information in two quite separate capacities:

• Our own information. Details you give us directly, when you use the chat widget, book a call, email us, or become a client. We decide how this is used, and this policy governs it.
• Information we handle for a client. When we build and operate an AI voice or SMS system for a business, that system handles information about their customers. That business decides what is collected, why, and for how long it is kept. We act on their instructions. If you are a customer of one of our clients and you want to know how your information is handled, the business you contacted is the right place to ask, though you are welcome to contact us and we will point you in the right direction.

3. What we collect

When you use this website. If you use the chat widget or book a call, we collect the details you enter, typically your name, phone number, email address, business name, and whatever you tell us about your situation. Our booking and chat tools are provided by HighLevel (also known as GoHighLevel or LeadConnector), and they also set cookies and record technical information such as your IP address, browser type and the pages you viewed.

When you become a client. Business contact details, billing information, and the operational details needed to build your system, your services, service area, availability, call handling rules, and the systems we need to integrate with.

We do not intentionally collect sensitive information (such as health information) through this website. Please do not send it to us through the chat widget.

4. Why we use it

• To respond to your enquiry and arrange a scoping call
• To scope, quote, build, operate and support the systems we provide
• To send you information you have asked for or consented to receive
• To issue invoices and keep the business records we are required to keep
• To improve how our systems and this website work

We do not sell personal information, and we do not disclose it to third parties for their own marketing.

5. AI voice agents and call recording

The systems we build answer telephone calls using an AI voice agent. Two points are worth being explicit about.

You may be speaking with an AI. Where a system we operate answers a call, the caller is interacting with an automated agent rather than a person. We configure systems so this is apparent to the caller, and so a caller can ask to be transferred to, or called back by, a human.

Calls may be recorded or transcribed. Whether recording is enabled is a decision made by the business operating the system. Where it is enabled, we configure the system to notify the caller at the start of the call. Recording and transcription of telephone conversations in Australia is regulated by Commonwealth and State and Territory legislation, and requirements differ between jurisdictions. Our current default configuration is: REPLACE—CALL-RECORDING-DEFAULT.

If you have spoken to one of our systems and want to know whether the call was recorded, or want a copy or deletion of that recording, contact us and we will deal with it or refer you to the business you called.

6. SMS, consent and opting out

We send commercial electronic messages only where the Spam Act 2003 (Cth) permits it. In practice that means one of two things:

• Inferred consent, for example, a prompt, relevant reply to someone who has just called the business and not got through.
• Express consent, where someone has actively agreed to receive messages, which is what we require before any reactivation or promotional campaign.

Every commercial message we send identifies the sender and includes a way to opt out. Opt-outs are actioned promptly and the number is suppressed from further commercial messages. Our practical guide to these obligations is at SMS compliance in Australia.

Where we operate SMS on a client's behalf, obtaining and holding evidence of consent for their contact list is the client's responsibility. We build the flows to be compliant; we cannot verify how a client obtained the numbers they provide. This is set out in our terms.

7. Who we share information with

We use third-party providers to run the business and deliver our services. The main ones are our CRM, booking and messaging platform (HighLevel / LeadConnector), our website host, our telecommunications and SMS carriers, our AI model providers, and our accounting and payment providers. A current list is available on request at REPLACE—SUB-PROCESSOR-LIST.

We may also disclose information where we are required to by law.

8. Information held or processed overseas

Some of the providers we rely on store or process information outside Australia, including in the United States. Where that is the case we take reasonable steps to ensure the information is handled consistently with the Australian Privacy Principles. The current position on where data is stored is: REPLACE—DATA-HOSTING-LOCATION.

9. How long we keep it

We keep personal information only as long as we need it for the purposes described above, or as long as the law requires us to. Our current retention periods are: REPLACE—DATA-RETENTION-PERIOD. Where we hold information on behalf of a client, retention is set by that client, and information is returned or deleted at the end of the engagement in accordance with our terms.

10. Security

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification and disclosure, including access controls, encrypted connections, and limiting access to those who need it. No system is completely secure, and we cannot guarantee the security of information transmitted over the internet.

If a data breach occurs that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme where it applies, and will notify affected individuals and any affected client without undue delay.

11. Accessing and correcting your information

You can ask us what personal information we hold about you, ask us to correct it if it is wrong, or ask us to delete it. Email jared@clearlineai.com.au and we will respond within a reasonable period, ordinarily within 30 days. We may need to verify your identity first. There is no charge for making a request.

If your information is held by us on behalf of one of our clients, we will refer your request to that client, as it is their information to act on.

12. Cookies

This website uses cookies set by our chat and booking widgets to keep them working and to recognise returning visitors. You can block or delete cookies through your browser settings, though the chat and booking tools may not work properly if you do.

13. Complaints

If you think we have mishandled your personal information, contact us first at jared@clearlineai.com.au. We will acknowledge your complaint and aim to resolve it promptly. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

14. Changes to this policy

We may update this policy as our services or obligations change. The current version is always available at this address, with the date it was last updated shown at the top.