Privacy Policy & AI Communications

1. About This Privacy Policy

This Privacy Policy describes how Trusted Business Solutions (“TBS”, “we”, “us” or “our”) handles personal information in connection with its websites, business operations, customer communications and technology services.

We are committed to complying with applicable Australian privacy and data protection laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

This policy applies to individuals who visit our website, contact us, use our communications channels, make enquiries, engage our services or otherwise interact with us.

Where we process information on behalf of a business customer, additional contractual terms, service agreements or customer instructions may apply.

2. Personal Information We Collect

Depending on the nature of your interaction with us, we may collect:

• Names, business names, job titles and contact details.
• Email addresses, telephone numbers and business addresses.
• Information supplied through website forms, emails, telephone calls and online chat.
• Customer account information, service requests and support correspondence.
• Technical information about devices, networks, services and IT environments where required to provide support.
• Billing, payment and transaction-related information.
• Call recordings, chat messages, transcripts, summaries and related interaction metadata, where these features are enabled.
• Website usage information, including IP addresses, browser details, cookies and analytics information.

We generally do not seek to collect sensitive information unless it is reasonably necessary for a lawful purpose and the applicable requirements for collection are satisfied.

Please avoid submitting passwords, payment card details, medical information or other sensitive personal information through our AI chatbot or AI receptionist.

3. How We Collect Information

We may collect personal information directly from you when you:

• Visit or interact with our website.
• Complete an enquiry or contact form.
• Speak with our staff or AI receptionist.
• Use our website AI chatbot.
• Request a quotation or demonstration.
• Purchase or use our services.
• Submit a technical support request.
• Communicate with us by email, SMS or telephone.

We may also receive information from authorised representatives, business customers, service providers or technology partners where permitted by law.

4. How We Use Personal Information

We may use personal information to:

• Respond to enquiries and provide customer assistance.
• Deliver, configure, manage and support technology services.
• Arrange appointments, callbacks and service requests.
• Route enquiries to appropriate staff or departments.
• Maintain customer records and support histories.
• Prepare quotations, invoices and service communications.
• Improve service quality and operational processes.
• Investigate technical faults, security incidents and complaints.
• Comply with legal, regulatory and contractual obligations.

We may also use information for other purposes that are reasonably related to the original purpose of collection or otherwise permitted by law.

5. AI Chatbot & AI Receptionist

5.1 Website AI Chatbot

Our website may include an AI-powered chatbot that assists visitors with general enquiries about our products, services and business operations.

Information entered into the chatbot may be transmitted to third-party technology providers responsible for processing and generating AI responses.

Chat interactions may be recorded or logged for service delivery, support, quality assurance, troubleshooting and security.

5.2 AI Voice Receptionist

Our AI receptionist may answer telephone calls, interpret spoken enquiries, provide information, collect contact details, create call summaries and transfer calls to relevant staff.

Depending on the configuration, the system may process audio, speech-to-text transcriptions and related call metadata.

Callers should be informed when they are interacting with an AI receptionist and when calls are recorded, where applicable.

5.3 Automated Responses

AI-generated responses may occasionally be incomplete or inaccurate. Important technical, commercial or contractual information should be confirmed with an authorised TBS representative.

AI systems are intended to assist our team and customers, not to replace appropriate human oversight.

5.4 Human Assistance

Where available, individuals may request to speak with a human representative or ask for a follow-up from our team.

Requests are handled according to our business hours, staffing arrangements and service procedures.

5.5 AI Training

Our intended practice is not to use identifiable customer conversations to train general-purpose AI models without an appropriate legal basis and any required consent.

The handling of information by third-party AI providers, including any provider retention or model-training settings, depends on the relevant agreements and system configuration.

6. Call Recordings, Transcripts & Summaries

Where enabled, our AI communications systems may create or retain:

• Audio recordings of calls.
• Speech-to-text transcripts.
• Chat conversation histories.
• AI-generated call summaries.
• Caller contact details.
• Call dates, times and durations.
• Call routing and outcome information.
• Follow-up tasks or support records.

These records may be used for customer service, technical support, quality assurance, dispute resolution, security and legitimate business administration.

Access to records is intended to be limited to authorised personnel and relevant service providers according to their responsibilities.

We will seek to provide appropriate notice of recording and obtain consent where required by applicable law.

7. AI Data Retention & Deletion

Actual retention periods may vary depending on the system, service configuration, provider requirements and the nature of the information.

Some information may be retained for longer where reasonably necessary for customer support, contractual obligations, security investigations, legal requirements or dispute resolution.

For example, a support ticket generated from an AI conversation may be retained under our business recordkeeping policies even after the original AI interaction record has been deleted.

When information is no longer required and retention is not otherwise required or authorised, we take reasonable steps to securely delete or de-identify it in accordance with applicable obligations.

Requests for deletion may be submitted using the contact details below. Such requests will be assessed under applicable law and our legitimate recordkeeping obligations.

8. Third-Party Service Providers

We use third-party technology providers to help operate our website, communications, IT infrastructure, business systems and customer services.

Depending on the services in use, these providers may include:

• AI voice and conversational technology providers, including ElevenLabs.
• Telecommunications, PBX and call-routing providers.
• Cloud hosting and infrastructure providers.
• Email, CRM, helpdesk and customer management platforms.
• Website hosting, security and analytics providers.
• SMS and communications integration providers, where enabled.

We may disclose personal information to these providers where reasonably necessary to deliver our services or otherwise permitted by law.

We seek to use appropriate contractual, technical and organisational measures to manage third-party privacy and security risks.

We do not sell personal information to data brokers.

9. Overseas Data Processing

Some technology providers we use may operate infrastructure, support services or data processing facilities outside Australia.

Accordingly, personal information may be processed, accessed or stored overseas depending on the service and its configuration.

Where applicable, we take reasonable steps to assess overseas disclosure arrangements and address relevant Australian privacy obligations.

Specific overseas processing locations depend on the providers and services in use. Information about relevant arrangements may be requested using the contact details below.

10. Information Security

We recognise the importance of protecting personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the system and risk involved, our security measures may include:

• Access controls and user authentication.
• Multi-factor authentication where supported and appropriate.
• Encryption in transit and at rest where available.
• System monitoring and security event review.
• Endpoint and network security controls.
• Backup and recovery arrangements.
• Supplier security and configuration reviews.
• Procedures for investigating suspected security incidents.

No internet-based system can be guaranteed to be completely secure. We regularly consider security risks and appropriate protective measures.

11. Website Cookies & Analytics

Our website may use cookies and similar technologies to support website functionality, security, performance and visitor analytics.

These technologies may collect information such as browser type, device details, pages visited, approximate location derived from IP address and interaction data.

Where configured, we may use third-party analytics services such as Google Analytics to understand website usage and improve our content.

You can manage or restrict cookies through your browser settings. Disabling certain cookies may affect website features.

12. Marketing Communications

We may send information about our products, services, promotions and relevant business technology developments where permitted by law.

Electronic marketing communications will be managed in accordance with applicable Australian spam and marketing laws.

You may opt out of marketing communications using the unsubscribe facility provided or by contacting us.

Service notifications, account information and essential operational communications may continue where appropriate.

13. Access & Correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to a request.

We will assess requests in accordance with applicable privacy law, including any lawful exceptions or limitations.

Please contact us using the details at the end of this policy.

14. Privacy Enquiries & Complaints

If you have a concern about how we have handled personal information, please contact us and provide details of your concern.

We will review the matter and aim to respond within a reasonable period.

If you are dissatisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

OAIC website: www.oaic.gov.au

15. Data Breaches & Security Incidents

We maintain processes for assessing and responding to suspected information security incidents.

Where a data breach occurs, we will assess the circumstances, take appropriate containment and remediation steps and comply with applicable notification requirements.

This may include notification under the Notifiable Data Breaches scheme where applicable.

16. Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, technology providers, business operations or legal obligations.

The latest version will be published on our website with an updated effective date.

We encourage visitors and customers to review this policy periodically.

17. Contact Us About Privacy

For privacy enquiries, requests for access or correction, concerns about AI communications or privacy complaints, please contact: