Privacy Policy

1. Who we are

Bloomline Digital ("Bloomline", "we", "us", "our") is an Australian business that builds AI phone receptionists, AI website assistants, websites and business automation for other businesses. This policy explains how we handle personal information when you visit our website, contact us, or use our services.

We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information we collect

The personal information we collect depends on how you deal with us. It may include:

• Contact details: your name, email address, phone or WhatsApp number.
• Business details: business name, business type, number of employees and website address.
• Enquiry details: the services you're interested in, what you'd like to automate, and your preferred contact method.
• Communications: emails, WhatsApp messages, calls and other messages between you and us.
• Website data: device and browser type, IP address, pages visited and similar technical information.
• Service data: information we are given to set up and operate your AI assistant, such as your services, FAQs and workflows.

We do not intentionally collect sensitive information (such as health information) through our website. Please do not include it in enquiry forms.

3. How we collect it

• Directly from you, through our contact form, email, phone, WhatsApp or social media.
• When you use our website, through cookies and similar technologies.
• From our clients, when we build or operate an AI assistant for their business.
• From callers and website visitors who interact with an AI assistant we operate.

4. Why we use it

We use personal information to:

• respond to your enquiries and provide demos, quotes and consultations;
• set up, operate, support, test and improve our services;
• manage our business, invoicing and client relationships;
• send you information about our services, where permitted (see section 8);
• maintain the security of our website and systems; and
• meet our legal obligations.

We will only use or disclose your information for these purposes, for a related purpose you would reasonably expect, with your consent, or where the law permits or requires it.

5. AI voice and chat services

Our AI assistants answer calls and chats on behalf of our clients. When you interact with one, the conversation (including what you say or type, and details you provide such as your name and phone number) may be processed, transcribed, stored and passed to the business you are contacting.

• Conversations may be handled by AI. You can ask to speak to a person, and calls can be transferred to a team member where set up.
• Depending on configuration, calls may be recorded or transcribed. Our clients are responsible for telling callers where required by law.
• For these services, the client business is generally responsible for the information collected about its customers, and Bloomline acts as its service provider.

6. Who we share it with

We may share personal information with:

• our clients, where an AI assistant passes on a lead or message for their business;
• service providers that help us operate, such as website hosting, form and email delivery, telephony, AI platform, analytics and communication providers;
• professional advisers such as accountants and lawyers; and
• government or law enforcement bodies where required or authorised by law.

We require service providers to handle information only for the purposes we engage them for. Third-party providers have their own privacy policies, and we encourage you to read them.

7. Overseas disclosure

Some of our service providers (for example cloud, AI, telephony and email providers) may store or process information outside Australia, including in countries such as the United States. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the APPs (APP 8).

8. Direct marketing

We may send you information about our services by email, phone or message if you have asked us for it, or where we are otherwise permitted under the Spam Act 2003 (Cth) and APP 7. Every marketing message will identify us and include a way to opt out. You can also opt out at any time by contacting us using the details in section 15.

9. Cookies and analytics

Our website may use cookies and similar technologies to make the site work, remember preferences and understand how visitors use it. You can control or delete cookies through your browser settings. Blocking some cookies may affect how the site works.

10. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include access controls and the use of reputable providers. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

We keep personal information only for as long as we need it for the purposes above or as the law requires. When it is no longer needed, we take reasonable steps to destroy or de-identify it.

11. Access and correction

You can ask to access the personal information we hold about you, or to correct it if it is inaccurate, out of date or incomplete. Contact us using the details in section 15. We may need to verify your identity and will respond within a reasonable time. If we can't give you access or make a correction, we will explain why in writing, as required by the APPs.

Where possible, you can also deal with us anonymously or by pseudonym (for example, when making a general enquiry), although this may limit what we can do for you.

12. Complaints

If you think we have breached the Privacy Act or the APPs, please contact us first with the details. We will acknowledge your complaint and aim to respond within a reasonable time.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992

13. Data breaches

If a data breach is likely to result in serious harm to affected individuals, we will assess it promptly and, where required, notify the affected individuals and the OAIC under the Notifiable Data Breaches scheme.

14. Changes to this policy

We may update this policy from time to time to reflect changes in our services or the law. The latest version will always be on this page, with the "Last updated" date at the top.

15. Contact us

For any privacy question, access or correction request, opt-out, or complaint, contact Bloomline Digital: