Privacy Policy

This policy explains how we handle personal information across our website, our consumer companion calling service, and the services we provide to aged care providers. Our role differs by relationship. For people who sign up directly with us through the consumer service, we are the entity responsible for the personal information. For people enrolled by an aged care provider, we generally handle personal information on behalf of that provider under our agreement with them, and the provider's own privacy policy also applies.

• Account and enrolment information: your name and contact details, the call recipient's name and phone number, preferred call days and times, and billing information processed by our payment provider.
• Call information: audio recordings of calls, transcripts, the summaries and key points we generate from them, and call metadata such as date, time, duration, and whether a call was answered.
• Information shared during a call: anything the recipient chooses to talk about, which may include sensitive information such as health or wellbeing. We collect this with consent and handle it with additional care.
• Website and technical information: limited device and usage data and essential cookies.

Through the website and sign-up form, through the calls themselves, and, for provider-enrolled clients, from the provider.

To deliver and schedule the calls; to write call summaries and extract key points to share with the family members or care team you nominate; to review and maintain quality; to improve, develop, and train our services and the AI models that power them; to process billing; for safety, including directing a person toward human help or emergency services where appropriate; and to meet legal obligations. We use sensitive information only for these purposes and with consent.

Calls are conducted by an automated AI voice assistant, and recordings and transcripts are processed by automated systems and AI models. We do not diagnose, monitor, screen, or make clinical or emergency determinations about any person.

We obtain the recipient's consent to recording, and to sharing summaries and key points with nominated contacts, verbally on the first call. That consent covers future calls, and we do not ask for confirmation before each call. The recipient can withdraw consent and stop the calls at any time as described in section 11.

To deliver and improve the service, personal information including recordings and transcripts is handled by trusted service providers who process it for us: Supabase (data hosting), Vercel (application hosting), Vapi (voice orchestration), Twilio (telephony), Deepgram (transcription), ElevenLabs (voice), and Anthropic (AI models). Some of these providers are located in, or process data in, other countries, including the United States. This means your personal information may be disclosed outside Australia. We take reasonable steps to ensure these providers handle it consistently with this policy. We also share information with the family contacts or care team you nominate, where required by law or to protect safety, and in connection with a business sale or transfer.

Our stored application data, including profiles, call records, transcripts, and summaries, is held in Supabase Postgres hosted in Amazon Web Services' Sydney region in Australia. During a call, audio and text are processed in real time by the service providers listed above, some of which are overseas.

We engineer Calling Round to a high security standard, including encryption of data in transit and at rest, restricted access, and separation of test and live environments. No system is perfectly secure, but we take reasonable steps to protect personal information from misuse, loss, and unauthorised access.

We retain personal information only as long as needed for the purposes above. We retain identifiable personal information for up to 7 years, and delete it after that period or earlier on request. We retain de-identified information, which can no longer reasonably identify a person, indefinitely, to train and improve our services and AI models.

You can ask to access or correct your personal information, withdraw consent, stop the calls, or request deletion of recordings and other information, by contacting us at hello@callinground.com.au. Where we hold information on behalf of a provider, we will direct your request to that provider.

The service is for adults. Where a call recipient may not have the capacity to consent for themselves, consent should be given by an authorised representative or substitute decision-maker.

If you have a privacy concern, contact us at hello@callinground.com.au and we will respond. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

We may update this policy and will post the current version with its effective date.

hello@callinground.com.au. Calling Round Pty Ltd, Suite 122, 283 Glen Huntly Road, Elsternwick VIC 3185.