Privacy Policy

Last updated: 11 January 2026 | Effective: 11 January 2026

1. Introduction

SOLVE8 IT Services (ABN 84 615 983 732), trading as "SOLVE8" ("we", "us", or "our"), operates the CallMate AI voice receptionist service ("Service"). This Privacy Policy explains how we collect, use, disclose, and protect personal information in connection with our Service.

We are committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our Service, you consent to the practices described in this Policy.

2. Types of Personal Information We Collect

2.1 Information from Service Users (Businesses)

When you create an account and use CallMate, we collect:

2.2 Information from Callers

2.3 Automatically Collected Information

• Usage Data: How you interact with our Service (pages visited, features used)
• Device Information: Browser type, IP address, device identifiers
• Log Data: Server logs, error reports, performance metrics

3. How We Collect Personal Information

3.1 Direct Collection

• When you register for an account
• When you configure your business profile
• When you contact us for support
• When callers speak to our AI receptionist

3.2 Collection from Third Parties

• Twilio: Phone call metadata and audio streams
• Google: Calendar data (when you connect Google Calendar)
• Stripe: Payment confirmation and subscription status

3.3 Cookies and Tracking

We use essential cookies to maintain your session and preferences. We do not use third-party advertising or tracking cookies.

4. How We Use Personal Information

4.1 Primary Purposes

We use personal information to:

• Provide and maintain the CallMate service
• Process phone calls on behalf of your business
• Generate call transcripts and summaries
• Send notifications (SMS, email) about calls
• Manage appointment bookings
• Process subscription payments
• Provide customer support

4.2 Secondary Purposes

• Improve our AI models and service quality (using anonymised data)
• Analyse usage patterns to enhance features
• Send service-related communications
• Comply with legal obligations
• Protect against fraud and security threats

4.3 AI Processing

5. Disclosure of Personal Information

5.1 Third-Party Service Providers

We share personal information with the following service providers who assist in delivering our Service:

5.2 Business Users

Caller information is provided to the business whose phone number was called. Each business is responsible for their own handling of caller data.

5.3 Legal Disclosure

We may disclose personal information if required by law, regulation, legal process, or government request, or to protect our rights, safety, or property.

5.4 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, personal information may be transferred as part of that transaction. We will notify you before your information becomes subject to a different privacy policy.

6. Cross-Border Disclosure

6.1 Countries Where Data May Be Processed

• United States: Twilio, Google, Stripe
• Australia: Supabase (primary database region)

7. Data Security

7.1 Security Measures

We implement appropriate technical and organisational measures to protect personal information, including:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure authentication with hashed passwords
• Access controls and role-based permissions
• Regular security assessments and updates
• Secure API authentication for all integrations
• Row-level security in our database

7.2 Data Breach Response

In the event of a data breach likely to result in serious harm, we will:

• Notify the Office of the Australian Information Commissioner (OAIC) as required
• Notify affected individuals as soon as practicable
• Take steps to contain and remediate the breach

8. Data Retention

8.1 Retention Periods

8.2 Deletion

When data reaches the end of its retention period, or upon your request, we securely delete or anonymise the data. Some data may be retained longer if required by law.

9. Your Rights

9.1 Access and Correction (APP 12 & 13)

You have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information

To exercise these rights, contact us at privacy@solve8.com.au. We will respond within 30 days. Access may be denied in certain circumstances as permitted by law.

9.2 Deletion

You may request deletion of your personal information. We will delete your data unless we are required to retain it for legal or legitimate business purposes.

9.3 Data Portability

You may request an export of your data in a commonly used format. Contact us to arrange data export.

9.4 Disconnect Integrations

You may disconnect third-party integrations (such as Google Calendar) at any time through your account settings.

9.5 Caller Rights

Callers who wish to access or delete information about them should contact the business they called. Callers may also contact us directly at privacy@solve8.com.au.

10. Caller Consent and Disclosure

10.1 Caller Acknowledgment

By continuing a phone call after hearing the recording disclosure, callers are deemed to have acknowledged and accepted that:

• The call may be recorded and transcribed
• An AI assistant is handling the call
• Their information may be shared with the called business

11. Children's Privacy

Our Service is not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child, we will take steps to delete it.

12. Marketing Communications

12.1 Service Communications

We will send you service-related communications (e.g., billing notices, security alerts, feature updates). These are not marketing and cannot be opted out of while you maintain an account.

12.2 Marketing

We may send marketing communications with your consent. You may opt out at any time by:

• Clicking "unsubscribe" in any marketing email
• Updating your preferences in account settings
• Contacting us at support@solve8.com.au

13. Third-Party Links

Our Service may contain links to third-party websites. We are not responsible for the privacy practices of these websites. We encourage you to read the privacy policies of any third-party sites you visit.

14. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be notified via email or in-app notification.

Your continued use of the Service after changes take effect constitutes acceptance of the revised Policy.

15. Complaints

15.1 Contact Us First

If you have concerns about how we handle your personal information, please contact us first:

15.2 Office of the Australian Information Commissioner

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au

16. Contact Information

For any questions about this Privacy Policy or our privacy practices:

17. Definitions

This Privacy Policy was last reviewed on 11 January 2026 and complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.