How we handle your information

nfty answers phone calls, so it handles personal information every day. This page explains, in plain English, what we collect, why, who we share it with, and how you can access or correct it.

Who we are. nfty is operated by Instinctive Driving Aust Pty Ltd (ABN 73 684 790 396), based in Adelaide, South Australia ("nfty", "we", "us"). We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Contact. Questions, requests or complaints: hello@nftyai.com.au

Two kinds of information

Our own customers and enquiries. Businesses who use nfty, and people who contact us about it, by email, through our website or by calling nfty's own line.

Callers to our customers. When nfty answers calls for a business, we handle information about that business's callers on the business's behalf. The business decides how it uses its callers' information, and its own privacy policy applies to that use. We only use it to provide the service to that business.

What we collect

Contact details you give us by email, through our website's contact form or on a call: name, business name, phone number, email address, and the state or suburb you're in.
Call content: audio recordings of calls, written transcripts, and short summaries generated from them.
Details given during a call: for example a job description, an address, an access note, or a preferred booking time. Callers decide what they tell us.
Call information: the number that called, the date and time, and how long the call lasted.
Business and billing details for our customers, such as invoices and the settings for their service.
Website information: our web server keeps standard technical logs (such as IP address, browser type and pages requested) to keep the site running and secure.

We don't ask for payment card details over the phone, and nfty's AI receptionist is set up not to take them.

Call recording

Calls answered by nfty are recorded and transcribed. Callers are told the call is recorded at the start of the call, and that they're speaking with an AI. If you'd rather not be recorded, you can hang up and contact the business another way, or email us and we'll arrange another way to talk.

Why we use it

To answer calls and pass the details on to the right person, by text, email, or into the business's own systems.
To book meetings and appointments that callers ask for.
To respond to enquiries and provide, support and bill for our service.
To check quality, fix problems and improve how calls are handled for that business.
To meet our legal obligations.

We don't sell personal information, and we don't use callers' information to market to them.

Who we share it with

The business you called. When nfty answers on a business's behalf, the call details, recording and transcript go to that business.
Service providers who help us run nfty: telephone carriers, voice and language processing, calendar and booking tools, email and text delivery, and website hosting. They may only use the information to provide their service to us.
Authorities, where the law requires it.

Information sent overseas

Some of our service providers store or process information outside Australia, including in the United States. Where that happens, we choose providers with strong security practices and take reasonable steps to make sure they handle the information consistently with the Australian Privacy Principles.

How long we keep it

We keep call recordings, transcripts and records for as long as needed to provide the service and meet legal requirements, then delete or de-identify them. A business using nfty can ask us to delete its callers' records sooner.

Keeping it secure

Access to recordings and transcripts is limited to our team and the business the call was for. We use encrypted connections, access controls, and reputable providers. No system is perfectly secure; if a data breach is likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner (OAIC) as the law requires.

Our website

Our website doesn't use advertising or tracking cookies. If you use our contact form, what you enter (name, business, phone, email, business type and message) is sent to us by email through a form-delivery service, and we only use it to reply to you. The site loads fonts from Google Fonts, which means your browser connects to Google's servers. If we add analytics later, we'll update this page.

Accessing or correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing hello@nftyai.com.au. If you called a business that uses nfty, you can also ask that business directly. We'll respond within 30 days.

Complaints

If you're unhappy with how we've handled your information, email us first and we'll try to sort it out within 30 days. If you're still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We'll update this page if how we handle information changes. The date at the top shows when it last changed.