Privacy Policy

HaileyAI is operated by Nettrends Media (“HaileyAI”, “we”, “us” or “our”).

We respect your privacy and take the protection of personal information seriously. This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, use our services or interact with a business using HaileyAI.

1. About this Privacy Policy

This Privacy Policy applies to visitors to the HaileyAI website, people who contact HaileyAI, HaileyAI customers, users of HaileyAI services, people who interact with a business using HaileyAI, and people whose information is processed through a HaileyAI service.

Depending on the circumstances, HaileyAI may act as the organisation providing a service to a business, while that business remains responsible for information it collects from its own customers. Where HaileyAI processes information on behalf of a customer, we generally process that information to provide the service requested by that customer.

2. What personal information do we collect?

The information we collect depends on how you interact with HaileyAI. This may include:

Contact information: name, business name, email address, telephone or mobile number, business address, and job title or role.

Account and subscription information: account details, subscription information, products or services purchased, billing information, payment status, and communications with our support team. We generally do not need to store your full payment card details. Payments may be processed by third-party payment providers.

Customer enquiry information: When you interact with a business using HaileyAI, we may process your name, phone number, email address, enquiry details, messages, appointment information, and information you voluntarily provide during a conversation.

Telephone information: Depending on the service being used, we may process incoming telephone numbers, call times and dates, call duration, call status, voicemail information, call recordings, call transcripts, AI-generated call summaries, and information discussed during a call.

Website and technical information: When you use our website or services, we may collect IP address, browser type, device information, operating system, pages visited, referring website, approximate location information derived from technical data, cookies and similar technologies, and website usage information.

3. How do we collect information?

We may collect personal information directly from you, when you submit a form, contact us, purchase a service, create an account, communicate with an AI receptionist or chatbot, send or receive an SMS, through telephone calls, through websites using HaileyAI, through integrations authorised by a customer, automatically through our website and technology, or from service providers that help us provide our services. Where practical, we aim to collect personal information directly from the person it relates to.

4. Why do we collect personal information?

We collect and use personal information for purposes including providing our services, setting up customer accounts, processing subscriptions, providing customer support, answering enquiries, sending SMS messages, operating AI receptionist services, processing website enquiries, managing leads, creating call summaries and transcripts, providing reporting and analytics, integrating with third-party software, improving our services, maintaining security, preventing fraud and abuse, communicating important service information, sending marketing communications where permitted, and complying with legal obligations. We aim to collect only information that is reasonably necessary for these purposes.

5. AI and automated processing

Some HaileyAI services use artificial intelligence. Information may be processed by AI systems to understand customer enquiries, generate responses, answer telephone calls, qualify leads, summarise conversations, generate follow-up messages, categorise enquiries, assist with customer service, and perform other functions requested by the customer. AI-generated information may not always be completely accurate.

Where AI is used by a HaileyAI customer to communicate with you, the business using the service remains responsible for the way it configures and uses the service. HaileyAI does not make decisions about your eligibility for credit, employment, insurance or other significant services solely through its AI systems unless expressly stated and appropriately configured for that purpose.

6. Telephone calls and recordings

Some HaileyAI services may record or transcribe telephone calls. Where call recording or transcription is enabled, information from the call may be processed to provide the requested service, create a transcript, create a summary, identify follow-up actions, notify the business, improve customer service, and maintain records. The business using the HaileyAI service is responsible for ensuring that callers are given any notices or consents required by applicable law. If you do not wish to have a call recorded or processed, you may request alternative arrangements where reasonably available.

7. SMS messages

HaileyAI may process SMS messages sent through our systems. This may include your mobile number, message content, delivery status, message timestamps, and replies. SMS messages may be processed by telecommunications and messaging providers required to deliver the service. If you receive marketing messages, you may opt out using the instructions provided in the message or by contacting the relevant business.

8. Cookies and analytics

Our website may use cookies and similar technologies. These technologies may help us remember preferences, understand website usage, measure marketing performance, improve website functionality, identify technical problems, and understand how visitors interact with our website. Third-party analytics and advertising services may also use cookies or similar technologies subject to their own privacy policies. You can generally control cookies through your browser settings.

9. Who may receive personal information?

We may disclose personal information to service providers that help us operate HaileyAI. Depending on the services you use, these providers may include cloud hosting providers, telecommunications providers, SMS providers, artificial intelligence providers, payment processors, email providers, CRM platforms, calendar and booking platforms, analytics providers, website and technology providers, professional advisers, and security providers. We only disclose information where reasonably necessary for providing our services, operating our business, complying with legal obligations or otherwise as permitted by law.

10. Overseas providers

Some technology and service providers used by HaileyAI may store or process information outside Australia. This may include providers of cloud infrastructure, artificial intelligence, telecommunications, software platforms, analytics, and payment processing. As a result, personal information may be transferred to or accessible from countries outside Australia. Where required by applicable privacy laws, we take reasonable steps to ensure that overseas service providers handle personal information appropriately.

11. Business customer information

If you use a business’s services and that business uses HaileyAI, your personal information may be processed through HaileyAI on behalf of that business. For example, if you call a business using a HaileyAI AI receptionist, your name, telephone number, conversation and other information you provide may be processed through HaileyAI systems. In these circumstances, the business you are contacting may be the organisation primarily responsible for explaining how your information is used. If you have a question about how a particular business uses your information, you should generally contact that business first.

12. How we protect personal information

We take reasonable steps to protect personal information against unauthorised access, loss, misuse, interference, modification, and disclosure. Security measures may include access controls, authentication, secure communications, provider security controls and other technical and organisational safeguards. However, no internet or information storage system can be guaranteed to be completely secure.

13. How long do we keep personal information?

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, to provide our services, maintain business records, resolve disputes, comply with legal obligations or otherwise as permitted by law. Retention periods may vary depending on the type of information and the service involved. Call recordings, transcripts and other communication records may be retained according to the customer’s service configuration and applicable retention requirements. When information is no longer required, we may delete, de-identify or securely dispose of it.

14. Accessing your personal information

You may request access to personal information we hold about you. We may need to verify your identity before providing access. In some circumstances, we may be unable to provide access or may provide access in a limited form where permitted or required by law. If this occurs, we will generally explain why.

15. Correcting personal information

If you believe information we hold about you is inaccurate, incomplete or out of date, you may ask us to correct it. We will take reasonable steps to correct personal information where appropriate.

16. Marketing communications

We may send information about HaileyAI, our services, promotions or related products where permitted by law. You can unsubscribe from marketing communications at any time. You may use the unsubscribe mechanism provided in the communication or contact us directly. We will process reasonable opt-out requests as soon as practical. Australian privacy rules contain specific requirements around direct marketing and providing a simple way for individuals to opt out.

17. Sensitive information

We generally do not intentionally collect sensitive information unless it is necessary for providing a service and collection is permitted by law. Sensitive information can include information relating to health, racial or ethnic origin, religion, political opinions, criminal records and other categories defined by Australian privacy law. You should avoid providing sensitive information to HaileyAI unless it is genuinely necessary for the service you are using. If a HaileyAI customer operates in an industry where sensitive information may be collected, that customer is responsible for ensuring the service is configured and used appropriately.

18. Children

Our services are primarily intended for businesses and general audiences. We do not knowingly seek to collect personal information from children for marketing purposes. If you believe a child has provided personal information to us unnecessarily, please contact us so that we can review the situation.

19. Data breaches

We take reasonable steps to protect personal information. If we become aware of a data breach, we will investigate and respond appropriately. Where the Australian Notifiable Data Breaches scheme applies and a breach meets the relevant legal threshold, we will comply with our notification obligations. Under the NDB scheme, an eligible data breach generally involves unauthorised access, disclosure or loss of personal information that is likely to result in serious harm and where remedial action has not prevented that likely harm.

20. Third-party links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of websites operated by third parties. You should review the privacy policy of any third-party website before providing personal information.

21. Privacy complaints

If you believe we have mishandled your personal information, please contact us first so that we can investigate and attempt to resolve the issue. Please provide enough information for us to understand your concern, including your name, contact details, what happened, the information involved, and what outcome you are seeking. We will investigate privacy complaints within a reasonable period. If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC).

22. Contacting us

For privacy questions, requests for access or correction, or privacy complaints, contact:

Privacy Officer
Nettrends Media / HaileyAI
Email: admin@haileyai.com.au
Website: https://haileyai.com.au

23. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, business, privacy requirements, or third-party service providers. The latest version will be published on this website. We recommend checking this page periodically for updates.