Privacy Policy

1. Information we collect

a. Personal information
When you contact us, book a conversation, or become a client, we may collect details such as your name, email address, phone number, business name, and billing information.

b. Usage data
When you visit our Website, we may automatically collect information such as your IP address, browser type, device information, pages visited, and referring URL.

c. AI and communication interaction data
Where you or your customers interact with the automated systems we build and manage (including SMS reply automation, live chat, voice-based call handling, and follow-up sequences), we may collect message and call content, transcripts and recordings, appointment and enquiry details, and engagement data associated with those interactions.

d. Cookies
We use cookies and similar technologies on our Website to remember preferences and understand how the Website is used. You can control cookies through your browser settings.

2. How we use your information

• To provide and operate the Services you've engaged us for, including setting up and maintaining SMS, live chat, voice, and follow-up systems on your behalf.
• To improve the accuracy and performance of the systems we build.
• To communicate with you about your account, your Services, and support requests.
• To provide performance reporting relevant to your Services.
• To improve our own Website and the way we present our Services.
• To send occasional updates or offers, which you may opt out of at any time.

3. How we share your information

We do not sell or rent your personal information. We may share information with:

• Service providers that support our operations, including our CRM platform, telephony and messaging providers, and payment processors.
• Where required by law, or in response to a lawful request from a regulator, court, or law enforcement body.
• A new owner, in the event Avenir Co is involved in a business sale, merger, or transfer of assets.

4. Data security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure, consistent with our obligations under APP 11. This includes encryption of data in transit and access controls on the systems we use to manage client communications. No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.

5. Automated communication data

• Conversation records: Message and call content handled through the systems we manage may be recorded and stored for quality assurance and service delivery.
• Retention: This data is retained for the duration of your service agreement with us, plus a reasonable period afterward, unless earlier deletion is requested.
• Your customers: If you use our Services to communicate with your own customers, you are responsible for ensuring those customers are aware they may be interacting with an automated system, and for obtaining any consents required under applicable law.

6. Your rights

Under the Australian Privacy Principles, you may:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or out-of-date information.
• Request deletion of your information, subject to our legal and record-keeping obligations.
• Opt out of marketing communications at any time.
• Lodge a complaint with us, or with the Office of the Australian Information Commissioner (OAIC), if you believe we have mishandled your personal information.

To exercise any of these rights, contact us using the details below.

7. Children's privacy

Our Website and Services are intended for business use and are not directed at individuals under the age of 18. We do not knowingly collect personal information from children.

8. International data storage

Some of the platforms we use to deliver our Services (including CRM, messaging, and cloud infrastructure providers) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure your information continues to receive an appropriate standard of protection.

9. Changes to this policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date.

10. Contact us

If you have questions about this Privacy Policy or how we handle your information, contact us: