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Privacy Policy – NexGen AI

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Effective Date: 23 July 2025

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1. Introduction

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Welcome to NexGen AI Solutions Pty Ltd (ABN: 55686257161). We provide advanced conversational AI Voice Agents for small and medium-sized businesses ("Clients") across Australia, including dentists, real estate agents, tradespeople, and restaurants, to manage inbound and outbound calls for tasks like appointment bookings and customer service.

We are committed to protecting privacy and handling personal information in a transparent and secure manner. This Privacy Policy outlines how we collect, use, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

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2. Our Role as a Data Processor

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It is important to understand that in providing our services, NexGen AI Solutions acts as a "data processor" on behalf of our Clients. Our Client (e.g., the dental clinic or plumbing service you are contacting) is the "data controller" who determines the purpose for collecting your personal information.

This policy primarily explains our data handling practices. If you are an end-user whose call was handled by our AI system and you wish to exercise your privacy rights (such as accessing or correcting your data), you should contact the business you were interacting with directly.

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3. What Information We Collect

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We collect different types of information depending on your interaction with us.

a) Information We Process on Behalf of Our Clients: When our AI Voice Agent handles a call for one of our Clients, we may collect personal information necessary to fulfil the requested task (e.g., booking an appointment). The specific information collected is determined by our Client's requirements and may include:

  • Identity and Contact Details: Full name, phone number, email address.

  • Call Recordings and Transcripts: With the consent of our client and the end-user, we may create audio recordings or text transcripts of calls for quality assurance and record-keeping

  • Interaction Data: This includes call transcripts, information about incoming and outgoing calls, and call duration. This data is collected with consent, and clients can specify retention settings or opt-out of storage.

  • Service-Specific Data: This is information required to perform a task, such as appointment details or the nature of a customer service query. For some clients (e.g., healthcare providers), this may include sensitive information such as health details, which is collected only with explicit consent and for the primary purpose of service delivery.

  • Financial Data: If required by our Client for a transaction, this may include details about payments.

 

Important Note: We do not collect biometric information such as voiceprints.

b) Information We Collect From Our Clients: To manage our business relationships, we may collect publicly available business information or contact details provided to us by our Clients, such as names, email addresses, and phone numbers of staff.

c) Information We Collect Through Our Website: When you visit nexgenaisolutions.com.au, we may collect:

  • Information from Contact Forms: If you contact us via our website, we collect the information you provide, such as your name, email, and enquiry details.

  • Website Analytics: We use Google Analytics to understand website traffic. This service may collect your IP address, device type, browser information, and Browse behaviour. This data is primarily used in an aggregated form to improve our website.

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4. How We Use Your Information

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Our use of personal information is purposeful and limited.

  • To Provide Our Services: Our primary purpose is to use the information collected during calls to provide a personalised and dynamic service to you on behalf of our Client.

  • Troubleshooting and Analytics: We may use information to troubleshoot technical issues if requested by our Client. We may also use de-identified data (with all Personal Identifiable Information (PII) removed) for internal analytics to monitor service performance.

  • We DO NOT use your data for AI Training: We will never use your personal information or the content of your conversations to train or improve our general AI models.

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5. Who We Share Your Information With

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We only share information under the following limited circumstances:

  • With Our Clients: We provide our Clients with access to the information collected on their behalf, such as call logs or transcripts, as part of our contracted service.

  • With Third-Party Service Providers: We use trusted third-party providers for essential infrastructure, such as secure cloud hosting. These providers are selected for their high standards of security and may be compliant with international standards like HIPAA and GDPR. Our agreements with them prohibit them from using or sharing the information for their own purposes.

  • For Legal Reasons: We may be required to disclose information to comply with a legal obligation, court order, or a request from a law enforcement agency.

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6. Cross-Border Disclosure of Information

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Some of our third-party service providers may operate infrastructure in countries outside of Australia, including the United States, Singapore, the Netherlands, and other locations within Europe.

When we do disclose information overseas, we take reasonable steps to ensure that the overseas recipient handles the personal information in a manner consistent with the Australian Privacy Principles. This includes choosing reputable vendors who adhere to internationally recognised privacy and security standards.

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7. Data Security and Retention

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a) Security: We take the security of your data very seriously. We implement robust technical and organisational measures to protect it, including:

  • Encryption: All data is encrypted both in transit (as it travels over the internet) and at rest (when it is stored on servers).

  • Access Control: Access to personal information is strictly limited to authorised personnel based on the principle of least privilege.

  • Staff Training: Our staff are trained on security best practices and their privacy obligations.

b) Retention: The retention period for data we process is determined by our Clients. Our standard default retention period is 30 days, after which the data is securely and permanently deleted from our systems. Our Clients have the option to choose a different retention period or to opt-out of data storage entirely.

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8. Your Privacy Choices and Rights

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  • For End-Users (Our Client's Customers): As we are a data processor, any requests to access, correct, delete, or receive a copy of your personal information should be directed to the business you initially contacted (e.g., the [Client's Business Name]). They are the data controller and are responsible for managing your request. We will assist our Clients in responding to these requests as required.

  • Opting Out: Our system provides our Clients with options to allow their customers to opt-out of data storage. This choice is typically provided during the call.

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9. Changes to This Privacy Policy

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We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The "Effective Date" at the top of this policy indicates when it was last revised. We encourage you to review this policy periodically.

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10. How to Make a Complaint or Contact Us

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If you have a general question about our privacy practices, or if you believe we have breached the Australian Privacy Principles, please contact us at:

Email: admin@nexgenaisolutions.com.au

You may also make a complaint directly to the Office of the Australian Information Commissioner (OAIC) at 1300 363 992.

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