This policy explains what personal information we collect, how we use it, and your rights — including how our AI receptionist handles phone calls.
We run an AI receptionist that answers phone calls for businesses. That means calls to our clients' numbers may be recorded, transcribed, and processed by AI to take messages and book appointments. We collect only what's needed to provide the service, we never sell your information, and you can ask us what we hold about you at any time. The full detail is below.
Kraftweb ("we", "us", "our") provides AI receptionist services to businesses across Australia. We are based in Brisbane, Queensland. In this policy, "personal information" has the meaning given in the Privacy Act 1988 (Cth) and includes information or an opinion about an identified, or reasonably identifiable, individual.
This policy applies to our website, our services, and anyone whose information we handle — including callers to phone lines answered by our AI on behalf of our clients.
We collect different information depending on how you interact with us:
This is the most important part for callers, so we've set it out plainly. When you call a phone number that a business has connected to Kraftweb, your call is answered by an automated AI receptionist.
To provide the service, your call may be recorded and converted to a written transcript, and the content is processed by AI in real time to understand your enquiry, answer questions, take a message, or book an appointment. The recording, transcript, and any details captured are provided to the business you were calling, so they can follow up with you. Where a call is flagged as urgent, a summary may be sent by SMS to the business owner so they can call you back quickly.
Calls and transcripts may occasionally be reviewed by a person at Kraftweb to monitor quality, fix problems, and improve the service. We limit this to what's necessary.
We use personal information to:
We do not sell your personal information, and we do not use call content to advertise to you.
We handle personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). We collect personal information only where it is reasonably necessary for our functions, and we take reasonable steps to ensure it is accurate, up to date, and kept secure.
Where our clients use our service to handle calls from their own customers, the client is also responsible for handling that information appropriately, and Kraftweb acts to provide the service on their behalf.
We share personal information only where necessary:
We never sell personal information to third parties.
We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These include encrypted connections, access controls, and using reputable service providers.
Some of our service providers (for example, cloud hosting, AI, and telephony providers) may store or process information outside Australia. Where this happens, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles. No method of transmission or storage is completely secure, but we work to protect your information and to respond quickly if a problem arises.
We keep personal information only for as long as needed to provide the service, meet legal and business requirements, and resolve disputes. Call recordings and transcripts are retained for a limited period to provide and support the service, after which they are deleted or de-identified. If you would like information about our retention periods, contact us using the details below.
Our website may use cookies and similar technologies to make the site work, remember your preferences, and understand how the site is used so we can improve it. You can control cookies through your browser settings; disabling them may affect how parts of the site function.
Under the Privacy Act, you have rights in relation to your personal information. You can:
To make a request, contact us using the details below. We may need to verify your identity first. We'll respond within a reasonable time. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
We have processes to detect, assess, and respond to data breaches. If a breach is likely to result in serious harm to affected individuals, we will notify those individuals and the OAIC in line with the Notifiable Data Breaches scheme under the Privacy Act.
We may update this policy from time to time to reflect changes to our service or the law. The "last updated" date at the top shows when it was last revised. Significant changes will be made clear on this page.
For any privacy question, request, or concern, contact us at hello@kraftweb.co.