Privacy Policy

This Privacy Policy explains how Chirp AI Pty Ltd (ABN 37 684 210 188) ("Chirp", "we", "us", "our") handles personal information. It applies to agentchirp.ai (the "Website") and to the voice and chat agent services we build and operate for our customers.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Contact us at hello@agentchirp.ai. By using the Website, you agree to this policy.

We act in two capacities. For visitors to our Website and for our own business customers, we handle personal information as the responsible entity. Where we operate an agent on behalf of a customer, we handle the personal information of that customer's callers and website visitors as a service provider, on the customer's instructions and for their purposes. In that case the customer's own privacy policy governs how the information is ultimately used, and enquiries about that information are best directed to them — though you may always contact us and we will help or pass your request on.

• Contact details — name, email address, phone number, business name, and role, when you request a demonstration, use the missed-call calculator, book a walkthrough, or contact us.
• Conversation content — call audio recordings, transcripts, chat messages, and the details captured during a conversation, such as the reason for the call, address or service location, appointment times, and any notes given to the agent.
• Call metadata — phone number, date, time, duration, and call outcome.
• Enquiry figures — the values you enter into our calculator, such as average job value and missed calls per week.
• Technical information — IP address, device and browser type, pages viewed, referring page, and similar analytics data.
• Billing information — for customers, the details needed to invoice and take payment. Card details are handled by our payment provider; we do not store full card numbers.

We collect sensitive information only where it is reasonably necessary and with consent, or where otherwise permitted by law. Please do not provide sensitive information — such as health or financial details — through a demonstration.

We collect information directly from you when you fill in a form, call one of our demonstration numbers, chat with an agent on our site, or email us. We collect it automatically through cookies and analytics when you browse the Website. We also receive information from our customers where they ask us to configure an agent, and from service providers such as telephony carriers who connect the calls. Where reasonable and practicable, we collect personal information directly from the individual concerned.

• Operating agents that answer calls and enquiries, and book appointments
• Providing demonstrations you request
• Responding to enquiries and sending information you have asked for
• Delivering call transcripts, summaries, and analytics to the customer concerned
• Monitoring quality, diagnosing faults, and improving accuracy and reliability
• Billing, account administration, and record keeping
• Marketing our services, where you have consented or we are otherwise permitted
• Meeting legal, regulatory, and record-keeping obligations

Calls handled by our agents may be recorded and transcribed so the conversation can be acted on, so the customer has a record, and so the service can be maintained and improved. Recording and monitoring laws differ between Australian states and territories, and our customers are responsible for the notice and consent given to their own callers. Where you speak to a demonstration agent on our Website, that call may be recorded to operate and improve the demonstration. If you would prefer not to be recorded, do not proceed with the call and contact us instead.

Our agents converse and capture details automatically, and may triage or prioritise an enquiry — for example flagging an urgent job — based on what the caller says. Decisions with legal or significant effects on an individual are not made solely by automated means. A caller can ask to be transferred to a person, and our customers configure when a conversation is handed to their team.

We do not sell personal information. We may disclose it to:

• The customer on whose behalf a conversation was handled, so they can act on the enquiry
• Service providers who help us deliver the service, including telephony carriers, cloud hosting, speech and language processing providers, calendar and CRM integrations, email delivery, analytics, and payment processing
• Professional advisers, such as accountants and lawyers, where reasonably required
• A purchaser or successor if our business or assets are transferred, subject to equivalent privacy protections
• Law enforcement, regulators, or others where required or authorised by law, or to prevent a serious threat to life, health, or safety

We require our service providers to protect personal information consistently with this policy and to use it only for the purposes we specify.

Some of our service providers store or process information outside Australia, including in the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the Australian Privacy Principles, including through contractual protections. You may contact us for information about the countries involved for your engagement.

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These include encryption of data in transit and at rest, access controls limiting staff access to what their role requires, vetting of service providers, and monitoring of our systems. No method of transmission or storage is completely secure. If a data breach likely to cause serious harm occurs, we will act in line with the Notifiable Data Breaches scheme and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

We keep personal information only as long as needed for the purposes described in this policy or as required by law. Website enquiry records are generally retained for up to two years after our last contact with you. Call recordings, transcripts, and conversation records handled for a customer are retained according to that customer's agreed retention period, and are deleted or returned at the end of the engagement on request. Records we must keep for tax or legal reasons are retained for the required period. When information is no longer needed, we take reasonable steps to destroy or de-identify it.

We use cookies and similar technologies to operate the Website, remember your preferences, measure traffic, and understand which pages and campaigns perform. This includes analytics and advertising conversion tools provided by third parties, which may set their own cookies. You can control or delete cookies through your browser settings; some parts of the Website may not work properly without them.

We may send you information about our services where you have consented or where we are otherwise permitted to do so. Every marketing email includes an unsubscribe link, and you can opt out at any time by contacting hello@agentchirp.ai. We will action opt-out requests promptly and without charge. Opting out of marketing does not stop service or account communications.

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant, or misleading. Contact hello@agentchirp.ai. We will respond within 30 days and may need to verify your identity first. Access is provided free of charge, though a reasonable cost may apply for a request that requires substantial work. If we refuse access or correction, we will explain why in writing and how you can complain. Where the information was handled on behalf of one of our customers, we may need to refer your request to them.

You can browse the Website without identifying yourself. Some interactions — such as requesting a demonstration, receiving calculator results, or booking a walkthrough — require contact details so we can respond.

If you are concerned about how we have handled your personal information, contact us at hello@agentchirp.ai with the details. We will acknowledge your complaint promptly and aim to resolve it within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Our services are directed to businesses and are not intended for children under 18. We do not knowingly collect personal information from children. If we become aware that we have, we will take reasonable steps to delete it.

We may update this policy from time to time. The current version is always available on this page with its effective date. Where changes are material, we will take reasonable steps to notify you. See also our Terms and Conditions.