Privacy Policy

PeakBridge Ai Pty Ltd (ABN 23 919 687 245) (“we”, “us”, “our”) provides AI-powered voice and chat agents for Australian businesses. We are an APP entity for the purposes of the Privacy Act 1988 (Cth) (the Act) and handle personal information in accordance with the Australian Privacy Principles (APPs).

This page is the plain-English version of our Privacy Policy (Version 1.0), which forms part of the service agreement provided to clients during onboarding and should be read together with our Terms of Service. Where this page and the full Policy differ on a privacy matter, the full Policy prevails.

Depending on how you interact with us, we may collect:

• Enquiry details — name, contact number, email, industry, business size and product interest when you submit our audit or contact forms.
• Newsletter details — name and email address when you subscribe to The Bridge.
• Account and billing details — business name, contact details and billing records if you become a client. We do not store complete payment card details; those are handled by our PCI-DSS compliant payment processor.
• Technical and usage data — IP address, browser and device type, referring URL, pages viewed and session duration, collected through cookies and server logs.

Because we do not hold this content, we cannot produce it in response to an access or correction request under APPs 12 and 13.

Voice calls answered on a client's business line are different. Where a business deploys PeakBot on its phone line, calls may be recorded or transcribed for that business's own records, under that business's control and retention rules. Callers are informed at the start of the interaction where the law requires. If you called a business that uses PeakBot and want a recording accessed or deleted, that request goes to the business you called — they hold it, not us.

You should not enter passwords, identity document numbers, financial account details or other confidential information into any AI chat interface, ours included.

We use functional cookies, which are necessary for the website to work, and analytics cookies, which help us understand how visitors use the site. We do not use advertising or third-party targeting cookies, and we do not deploy cookies inside the chat interface itself.

Analytics cookies (including our HubSpot visitor analytics) are only set after you accept them in the cookie notice shown on your first visit. Declining analytics cookies does not affect your access to the website or any of our services, and you can change your choice at any time using the “Cookie settings” link in the footer.

• To respond to your enquiry and provide the services you request.
• To configure, operate and support your PeakBot agents.
• To manage your account, subscription and billing.
• To send marketing you have expressly opted in to receive. Every marketing email carries an unsubscribe link, as required by the Spam Act 2003 (Cth).
• To detect and prevent fraud, misuse and security incidents.
• To meet our legal and regulatory obligations.

We do not sell, rent or trade your personal information.

Our services use artificial intelligence to answer, transcribe and qualify calls and chat messages. Responses are generated automatically, without human review at the point of generation, and can occasionally be inaccurate or incomplete. AI output is general information only and is not professional, legal, medical or financial advice.

We do not use personal information to make automated decisions that significantly affect your rights or interests within the meaning of APP 1.7. Our agents are conversational tools — they do not make eligibility, credit, insurance or employment decisions. If that ever changes, we will update this page with the disclosures APP 1.8 requires.

We host customer account data on servers located in Australia.

Some processing happens outside Australia. Our AI technology partners and certain other service providers operate infrastructure overseas, which means conversational inputs sent for real-time AI processing, and some technical data, may be transferred to or processed in other countries — including the United States, the United Kingdom and countries in the European Union.

Before disclosing personal information to an overseas recipient we take reasonable steps, as required by APP 8, to ensure the recipient handles it to standards at least equivalent to the APPs. This includes due diligence before engagement, binding data processing agreements, and ongoing monitoring of compliance.

We protect personal information with encryption in transit (TLS 1.2 or higher) and at rest (AES-256 or equivalent), multi-factor authentication and role-based access controls, regular security assessments, and monitoring for anomalous access. Our third-party providers are bound by contractual privacy and security obligations.

No method of storage is completely secure, but we take reasonable steps to protect your information from misuse, loss and unauthorised access. We maintain a documented data breach response plan, and where a breach is likely to result in serious harm we will notify the OAIC and affected individuals as required by the Notifiable Data Breaches scheme under Part IIIC of the Act.

We share personal information only with parties who help us operate — AI technology partners, hosting and telephony providers, payment processing, email delivery, analytics and customer relationship management — and only to the extent needed to deliver our services. We may also disclose information where required or authorised by law, including to courts, regulators and law enforcement, and to a successor entity in the event of a sale or restructure of our business.

• Account and billing records — for the life of your subscription and seven (7) years afterwards, or longer where the law requires.
• Technical and usage logs — up to twelve (12) months, then deleted or permanently de-identified.
• Marketing consent records — at least five (5) years from the date of consent or withdrawal, to demonstrate Spam Act compliance.
• Conversation content — not retained (see section 3).

When information is no longer needed for any lawful purpose, we securely destroy or permanently de-identify it.

You can ask us to access or correct the personal information we hold about you, or complain about how we have handled it, by contacting our Privacy Officer below. We acknowledge requests within five (5) business days and aim to respond substantively within thirty (30) days. We may charge a reasonable fee to cover the actual cost of providing access, and will tell you before we do.

Where it is lawful and practicable, you can deal with us anonymously or under a pseudonym, though this may limit services that need an account.

If you are not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992, or GPO Box 5218, Sydney NSW 2001.

Our services are not directed to anyone under 18 and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact our Privacy Officer and we will take reasonable steps to delete it.

Privacy Officer, PeakBridge Ai Pty Ltd (ABN 23 919 687 245): privacy@peakbridgeai.com.au

For anything else, including general enquiries: admin@peakbridgeai.com.au

We may update this policy from time to time. The current version is always published on this page, and we will take reasonable steps to notify you of material changes.