Privacy Policy

1. Introduction

OfficeCrew is a trading name of Riverstone Labs Pty Ltd (ACN 694 605 377) ("we", "us", "our"). We are committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use our AI-powered business communication services.

By using OfficeCrew, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

2.1 Account Information

When you register for an OfficeCrew account, we collect:

• Business name and contact details
• Name and email address of account holders
• Phone numbers for call forwarding
• Payment and billing information (processed securely via Stripe)
• Business preferences and service configuration

2.2 Call and Communication Data

When calls are handled through our service, we collect:

• Caller phone numbers and call metadata
• Call recordings and transcripts
• Information provided by callers (names, contact details, service requests)
• Booking and appointment information
• Quote and invoice details

2.3 Technical Data

We automatically collect certain technical information:

• IP addresses and device information
• Browser type and operating system
• Usage patterns and feature interactions
• Error logs and performance data

3. How We Use Your Information

We use collected information to:

• Provide and improve our AI communication services
• Process calls, bookings, quotes, and invoices on your behalf
• Send service-related communications and notifications
• Process payments and manage subscriptions
• Provide customer support and respond to inquiries
• Analyse usage to improve our services
• Comply with legal obligations
• Detect, prevent, and address fraud or security issues

4. AI Processing and Data Use

Our service uses artificial intelligence to handle calls and communications. Important information about our AI data practices:

• No Training on Your Data: Customer data is not used to train AI models. Your business data and caller information remain isolated within your account environment.
• Data Anonymisation: Any data used for service improvement is anonymised and aggregated before processing.
• Third-Party AI Services: We use third-party AI providers to process voice and text. These providers process data in accordance with their privacy policies and our data processing agreements.

5. Information Sharing and Disclosure

We may share your information with:

5.1 Service Providers

We use trusted third-party service providers to operate our platform:

• Twilio: Voice call handling and SMS services
• Stripe: Secure payment processing
• AI Providers: Language model services for call handling
• Amazon Web Services: Cloud infrastructure and data storage

5.2 Legal Requirements

We may disclose information where required by law, regulation, legal process, or governmental request, or to protect our rights, privacy, safety, or property.

5.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you of any such change.

6. Data Storage and Security

6.1 Data Location

Your data is primarily stored on servers located in the Asia-Pacific region (AWS ap-southeast-1). Some data may be processed by third-party services in other jurisdictions as necessary to provide our services.

6.2 Security Measures

We implement appropriate technical and organisational measures to protect your information, including:

• Encryption of data in transit and at rest
• Secure authentication and access controls
• Regular security assessments and monitoring
• Employee training on data protection

6.3 Data Retention

We retain your information for as long as necessary to provide our services and comply with legal obligations:

• Account data: Retained while your account is active and for a reasonable period thereafter
• Call recordings: Retained for 90 days for operational purposes, unless longer retention is required for legal compliance
• Transaction records: Retained for up to 7 years for tax and legal compliance
• Technical logs: Retained for up to 12 months

7. Your Rights

Under the Privacy Act 1988 and Australian Privacy Principles, you have the right to:

• Access: Request access to personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information, subject to legal retention requirements
• Complaint: Lodge a complaint if you believe we have breached the Privacy Act

To exercise these rights, please contact us at info@officecrew.ai. We will respond to your request within a reasonable timeframe.

8. Information About Callers (End Customers)

When individuals call a business using OfficeCrew, we process their information on behalf of that business. The business is the data controller for this information.

If you are a caller who has interacted with our service and wish to exercise your privacy rights, please contact the business you called directly. They can facilitate your request or direct you to us if necessary.

9. Cookies and Tracking

Our website uses cookies and similar technologies to:

• Maintain your session and authentication
• Remember your preferences
• Analyse website usage and performance
• Provide relevant content

You can control cookies through your browser settings. Disabling cookies may affect the functionality of our services.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on our website and updating the "Last updated" date. Your continued use of our services after any changes constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or wish to make a complaint, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.