Privacy Policy

This policy explains how CC AI SOLUTIONS collects, uses, discloses and protects personal information, and how you can access or correct it or make a complaint.

1. Who we are

CC AI SOLUTIONS provides AI voice agents that answer and manage phone calls for Australian businesses. In this policy, “we”, “us” and “our” mean CC AI SOLUTIONS.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We apply these standards to everyone whose information we handle.

2. Whose information we handle

• Website visitors – people who visit ccaisolutions.com.
• Clients – businesses that trial or subscribe to our services, and the people who work for them.
• Callers – people who phone one of our clients and speak with an AI voice agent we operate for that client.

3. What we collect

Website visitors. When your browser loads our website, our hosting provider automatically records technical details such as your IP address, browser type, the pages requested and the date and time. Our website does not use cookies, analytics or advertising trackers. It loads fonts from Google Fonts, so your browser connects to Google’s servers. The audio demo on our homepage is a pre-recorded sample and does not use your microphone.

Clients. Names, business name and ABN, email addresses, phone numbers, billing and subscription details, the business information you give us to set up your AI voice agent (such as opening hours, services and booking rules), and our communications with you. Card payments are processed by Stripe; we do not see or store full card numbers.

Callers. Your phone number, the information you share during the call (for example your name, contact details, the reason for your call and any booking details), call recordings, transcripts and summaries, and call details such as date, time and duration.

We do not ask callers for sensitive information (such as health information) unless a client needs it to provide its service and it is lawful to collect it. If a caller volunteers sensitive information, we handle it only to provide the service to that client.

4. How we collect it

We collect personal information directly from you (for example during onboarding or a call), from our clients, automatically when you use our website or call a number we manage, and from our service providers (for example Stripe tells us whether a payment succeeded).

5. Why we collect and use it

• To answer calls, capture enquiries and, where a client has set it up, book appointments on that client’s behalf.
• To set up, operate, support and improve our services.
• To manage free trials, subscriptions, billing and account status.
• To keep our systems secure and prevent misuse.
• To send business clients service updates and, with consent, marketing about our services.
• To comply with our legal obligations.

We do not sell personal information, and we do not use callers’ information for our own marketing.

6. Calls handled by our AI voice agents

When you call a business that uses our services, you speak with an AI assistant, not a person. Our agents are set up to tell callers this at the start of the call and to tell them when a call is recorded.

We handle callers’ information on behalf of the business you called. Recordings, transcripts and captured details are made available to that business, which may use them under its own privacy policy. We use them only to provide and support the service for that business.

7. Automated processing and decisions

Our AI voice agents use computer programs, including speech recognition, AI language models and synthetic voices, to understand callers and respond. Using the caller’s voice, phone number and the details they share, they may record enquiries and, where a client has enabled it, schedule appointments within rules the client sets. They do not make decisions about matters such as credit, employment, insurance or eligibility for government services.

We also use automated systems to manage client accounts. For example, these systems start and end free trials and automatically suspend a client’s AI phone service if a subscription payment fails. These decisions use the client’s account, subscription and payment status information.

8. Who we share it with

• The client business a call relates to.
• Service providers that help us deliver our services, including our AI voice platform (Vapi), telephony provider (Twilio), the speech, AI language model and voice providers used through our voice platform, payment processor (Stripe), website and application hosting provider (Namecheap).
• Professional advisers such as accountants and lawyers.
• Government agencies, courts or law enforcement where the law requires or allows it.
• Anyone else with your consent.

We take reasonable steps to ensure our service providers protect personal information.

9. Overseas disclosure

Some of our service providers store or process information outside Australia. We are likely to disclose personal information to recipients in the United States, and may disclose it to providers in other countries where they operate, such as the United Kingdom, Singapore and countries in the European Union. We take reasonable steps to ensure overseas recipients handle personal information consistently with the APPs.

10. How we protect it

We store information electronically with our service providers and use reasonable safeguards, including encrypted connections (HTTPS), restricted and authenticated access to our systems, and keeping access keys and passwords on secure servers rather than in our website code.

If we experience a data breach that is likely to result in serious harm, we will notify affected people and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

11. How long we keep it

• Call recordings and transcripts: for as long as needed to provide the service, or for the period agreed with the client, then deleted or de-identified.
• Client account and billing records: while the client uses our services and afterwards for as long as the law requires (for example, tax records).
• Website server logs: for the period our hosting provider keeps them.

12. Accessing and correcting your information

You can ask to access or correct the personal information we hold about you by contacting us. We will respond within 30 days and will not charge you for making a request. If we refuse, we will explain why, as the law allows. If your request is about a call to one of our clients, we may work with that client to respond.

13. Marketing

We send marketing emails only to people who have agreed to receive them or where the Spam Act 2003 (Cth) otherwise allows. Every marketing email identifies us and includes an easy way to unsubscribe, and we act on unsubscribe requests within five working days.

14. Complaints

If you have a concern about how we have handled your personal information, please contact us first. We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner: www.oaic.gov.au or 1300 363 992.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.