Privacy Policy

1. Introduction
Harth Solutions (“we”, “us”, “our”) provides AI receptionist and call-handling services for small businesses. We respect your privacy and are committed to protecting personal information we handle in line 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.

 
2. Information We Collect
We may collect the following personal information from callers on behalf of our clients:

Full name
Phone number (normalised to international format where possible)
Suburb / location of job
Job type or description
Urgency (normal/urgent)
Preferred contact time
Notes provided during the call (e.g. access instructions)
We may also collect:

Call recordings and transcripts (if enabled)
Metadata such as call time, duration, and caller ID
We do not intentionally collect sensitive information (e.g. health, financial, or government identifiers) unless explicitly configured for a client.

 

3. How We Collect Information
Directly from callers when they interact with our AI receptionist.
From clients who provide us with contact points (e.g. forwarding numbers, email addresses).
Automatically through our platforms (e.g. call logs, system records).


 
4. How We Use Information
We process caller information only on behalf of our clients to:

Deliver messages and job details to the client (via SMS, email, Google Sheets, or CRM).
Classify urgency (e.g. urgent vs normal jobs).
Improve call handling (testing, troubleshooting, script adjustments).
Provide reporting and summaries to clients.
We do not sell personal information, nor do we use it to train public AI models.

 

5. Disclosure to Third Parties
We use trusted third-party providers to deliver our services, including:

Twilio (telephony/SMS)
Retell AI (voice agent runtime)
Make.com (automation platform)
Google Workspace (e.g. Sheets, Gmail)
TinyURL (link shortening for approve/decline flows)
These providers may process data in Australia, the United States, or the EU. We ensure appropriate safeguards are in place.

 
6. Data Storage & Retention
Call metadata: retained for up to 12 months.
Call transcripts and recordings: retained for up to 90 days unless agreed otherwise.
Intake data (e.g. job logs in Google Sheets/Make.com): cleared every 30 days, unless the client exports it sooner.
Clients may request earlier deletion or export at any time.

 

7. Security
We take reasonable steps to protect personal information, including:

TLS encryption in transit
Access restricted to authorised staff
Multi-factor authentication for admin accounts
Logging and monitoring of system access
 


8. Access and Correction
Individuals may request access to, or correction of, their personal information. Requests should be directed to the client business first. We will assist the client in fulfilling these requests.

 

9. Complaints
If you believe your privacy has been breached, please contact us using the details below. We will investigate and respond. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

 

10. Contact Us
For privacy enquiries, contact:
Harth Solutions
Email: [email protected]
Phone: 0473 923 634

 
11. Changes to This Policy
We may update this Privacy Policy from time to time. Updates will be posted on our website with a revised “Effective Date”.