Privacy Policy

1. Introduction

Callova ("we", "us", "our") is committed to protecting the privacy of our clients and their customers. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our AI phone agent services.

We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and applicable state and territory legislation.

2. Information We Collect

We may collect the following types of information:

• Business Information: Your business name, contact details, industry, operating hours, and service offerings provided during onboarding.
• Call Data: Phone call recordings, transcripts, caller phone numbers, call duration, and call outcomes processed by your AI phone agent.
• Account Information: Your name, email address, phone number, and billing details.
• Usage Data: Information about how you interact with our dashboard, including login times, feature usage, and analytics views.
• Website Data: IP addresses, browser type, device information, and cookies when you visit our website.

3. How We Use Your Information

We use collected information to:

• Build, configure, and maintain your AI phone agent
• Process and respond to phone calls on behalf of your business
• Provide call transcripts, recordings, and analytics through your dashboard
• Improve and optimise your agent's performance
• Communicate with you about your account and service updates
• Process payments and manage your subscription
• Comply with legal obligations

4. Call Recording & Transcription

Our AI phone agents may record and transcribe calls for quality assurance, training, and to provide you with call logs. It is your responsibility to ensure that callers are informed that calls may be recorded, in accordance with applicable Australian state and territory laws regarding call recording and surveillance.

In some Australian states and territories, all parties to a conversation must consent to recording. We recommend including a brief disclosure at the start of each call. We can configure your agent to include such a disclosure.

5. Data Sharing & Disclosure

We may share your information with:

• Service Providers: Third-party providers who assist us in delivering our services, including cloud hosting, voice AI, and payment processing providers.
• Integration Partners: Booking systems, CRMs, and other tools you authorise us to connect with.
• Legal Requirements: When required by law, regulation, or legal process.

We do not sell your personal information to third parties.

6. Data Security

We implement appropriate technical and organisational measures to protect your information, including encryption in transit and at rest, access controls, and regular security assessments. However, no method of electronic transmission or storage is 100% secure.

7. Data Retention

We retain call recordings and transcripts for 90 days unless you request a different retention period. Account and billing information is retained for the duration of your account and for a reasonable period thereafter to comply with legal obligations.

8. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your personal information (subject to legal obligations)
• Complain to the Office of the Australian Information Commissioner (OAIC) if you believe your privacy has been breached

9. Cookies

Our website uses cookies and similar tracking technologies to improve your browsing experience and analyse website traffic. You can control cookie settings through your browser preferences.

10. 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 updated policy on our website and updating the "Last updated" date.

11. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your privacy rights, please contact us at:

Email: hello@callova.com