Privacy Policy

This Privacy Policy applies to DPACC.AI, trading as T/A DPACCAI ("DPACC.AI", "we", "our" or "us") in Australia.

Our services include CRM, inbound and outbound Voice AI, communication campaigns, database reactivation, automated communications, appointment booking, integrations, account configuration and related services.

Where we enter into a separate Data Processing Addendum or other privacy agreement with a client, that document should be read together with this Privacy Policy.

The types of personal information we collect or handle depend on how you interact with DPACC.AI and the services being provided. This may include:

• Identity and contact information: name, business name, job title, email address, telephone number and postal address.
• Account information: usernames, account identifiers, preferences, service configuration and information associated with your DPACC.AI account.
• Client-supplied contact data: names, telephone numbers, email addresses and other information supplied by clients about their customers, members, prospects or other contacts for authorised communication activities.
• Communication information: emails, SMS messages, call details, appointment information, responses, support communications and other interactions with DPACC.AI or communications processed through our services.
• Voice AI and call information: where enabled and lawful, call audio, transcripts, call outcomes, caller responses, call duration and related metadata generated or processed through Voice AI services.
• Billing and transaction information: billing details, transaction records and information required to administer payments. Payment-card information may be processed directly by payment service providers.
• Technical and usage information: IP address, browser type, device information, log information, pages viewed, referring pages, timestamps and information about how our website and services are used.
• Compliance information: consent records, opt-out requests, suppression information, do-not-call instructions and other records relevant to lawful communications.

We may collect personal information:

• directly from you when you contact us, complete a form, create an account, request information or use our services;
• from our clients when they provide contact lists, customer records or other data for an authorised campaign or service;
• during telephone calls, Voice AI interactions, emails, SMS messages and other communications;
• through our website, cookies, analytics tools and other technical systems;
• from integrations and service providers used to deliver the DPACC.AI service; and
• from lawful third-party or publicly available sources where collection is reasonably necessary for our business activities and permitted by law.

We aim to collect only personal information that is reasonably necessary for the functions and activities for which it is collected.

DPACC.AI clients may provide personal information about their customers, members, prospects, employees or other contacts so that we can provide CRM, Voice AI, communication and campaign services on their behalf.

Clients are responsible for ensuring that personal information they provide to DPACC.AI has been lawfully collected and may lawfully be used for the requested purpose.

Where DPACC.AI handles personal information on behalf of a client, we use that information only as reasonably necessary to deliver the agreed service, comply with lawful instructions, protect our systems and meet applicable legal obligations.

We may use personal information to:

• provide, configure, maintain and support DPACC.AI services;
• create and manage CRM and Voice AI accounts;
• conduct authorised inbound and outbound communication activities;
• process Voice AI interactions, call responses and transcripts;
• book appointments, update CRM records and produce campaign reports;
• respond to enquiries and provide customer support;
• administer accounts, billing and transactions;
• monitor service performance, diagnose technical issues and improve service delivery;
• protect our systems, clients and users against misuse, fraud, security incidents and unlawful activity;
• maintain compliance records, opt-outs and suppression information;
• comply with legal, regulatory and contractual obligations; and
• send our own marketing communications where permitted by law, subject to applicable opt-out rights.

DPACC.AI uses Voice AI technology to provide inbound and outbound communication services for clients.

Depending on the service configuration, Voice AI systems may process telephone numbers, caller names, call audio, transcripts, responses, appointment details, call outcomes and related metadata for the purpose of conducting the communication requested by the client and updating associated systems.

Where recording, transcription or other processing requires notice or consent under applicable law, DPACC.AI and/or the relevant client will take appropriate steps to provide that notice or obtain that consent as required.

Voice AI information is not used by DPACC.AI for purposes unrelated to service delivery except where permitted by law or authorised by the relevant client or individual.

We may use cookies and similar technologies to operate our website, remember preferences, understand website usage, improve performance and support security.

Cookies may collect technical information such as IP address, browser type, device information, pages visited and session activity.

You can control or disable cookies through your browser settings. Some website functions may not operate correctly if certain cookies are disabled.

DPACC.AI may use personal information to communicate with existing or prospective clients about our services where permitted by applicable law.

You may opt out of our direct marketing communications at any time by using the unsubscribe or preference mechanism provided in the communication or by contacting us.

We will action valid opt-out requests within the period required by applicable law and will not charge a fee for processing an opt-out request.

DPACC.AI does not sell personal information.

We may disclose or make personal information available to:

• CRM, automation and account-management service providers;
• Voice AI, telephony and communications service providers;
• cloud hosting, storage, security and infrastructure providers;
• email and SMS service providers;
• payment processors and financial service providers;
• professional advisers, contractors and support providers where reasonably necessary;
• government agencies, regulators, courts or law-enforcement authorities where required or authorised by law; and
• other parties where you have consented to the disclosure or where disclosure is otherwise permitted by law.

We seek to limit disclosures to information reasonably necessary for the relevant service or purpose.

Some of the technology and service providers used by DPACC.AI operate outside Australia. As a result, personal information may be processed, stored or disclosed overseas.

Overseas locations may include the United States and other countries in which our technology, telecommunications, hosting or service providers operate. The particular locations may vary depending on the service providers used for a specific service.

Where Australian Privacy Principle 8 applies to an overseas disclosure, DPACC.AI will take reasonable steps required by law in relation to that disclosure.

DPACC.AI takes reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Measures may include access controls, account authentication, restricted access to information, reputable technology providers, system monitoring and other security practices appropriate to the information and services involved.

No method of electronic transmission or storage can be guaranteed to be completely secure. We therefore cannot guarantee absolute security.

If DPACC.AI becomes aware of a suspected data breach, we will assess and respond to the incident in accordance with applicable legal requirements.

Where the Notifiable Data Breaches scheme applies and an eligible data breach has occurred, we will make the notifications required by law.

We retain personal information for as long as reasonably necessary for the purpose for which it was collected, to provide and administer services, to resolve disputes, maintain appropriate records and comply with legal or regulatory requirements.

When personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to destroy or de-identify it where required by applicable privacy law.

Information may remain for a limited period in secure backups or archival systems before being removed through normal retention processes.

You may request access to personal information DPACC.AI holds about you or ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to an access or correction request.

Access or correction may be refused in circumstances permitted by law. Where required, we will explain the reason for a refusal and available complaint mechanisms.

If you have a question, privacy request or complaint about how DPACC.AI has handled personal information, please contact us using the details below.

We will review privacy complaints in good faith and aim to respond within a reasonable period. We may contact you for further information where necessary to investigate the matter.

If you are not satisfied with our response and the Privacy Act applies, you may have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).

Users are responsible for keeping their usernames, passwords and other account credentials confidential and for taking reasonable steps to prevent unauthorised access to their accounts.

Please notify DPACC.AI promptly if you become aware of suspected unauthorised access, compromised credentials or another security issue affecting a DPACC.AI account.

DPACC.AI may update this Privacy Policy from time to time to reflect changes in our services, information-handling practices, technology or applicable law.

The current version will be published on our website. Where a material change requires additional notice or consent under applicable law, we will take the steps required by law.

If you have any questions, access or correction requests, or privacy complaints, please contact: