Privacy Policy

1. About this policy

Instant Inquiries is operated by Associate (Global) Pty Ltd (ABN 58 616 451 720) (we, us or our). This policy explains how we handle personal information through our website, AI conversation service, telephone and browser voice services, dashboard, messaging, booking, and support.

It applies to account holders, website visitors, callers, browser voice users, and people whose information is provided through the service. Businesses using Instant Inquiries may also have their own privacy obligations.

2. Information we collect

• Account and business details: name, email, telephone number, organisation, service settings, and support communications.
• Call and conversation details: caller number, call date and duration, audio recordings, transcripts, summaries, and information provided during a conversation.
• Contact and booking details: names, telephone numbers, email addresses, appointment details, and notes.
• Billing details: subscription, invoice, and payment status. Stripe processes complete payment-card details.
• Technical details: IP address, browser or device information, security logs, cookies, and service usage.
• Integration details: information required to operate integrations enabled by an account holder, including calendar information.
• AI assistant details: questions and enquiries sent to a business through an AI assistant, the contact details a person chooses to include, and, for the Instant Inquiries app in ChatGPT, an anonymous identifier, a general location and a language preference provided by OpenAI.

3. How we collect information

We collect information directly from account holders, callers, browser voice users, website visitors, and support contacts. We also collect information automatically when the service is used and from providers or integrations needed to deliver the service. We also receive information from AI assistants that a person uses to ask a participating business a question or send it an enquiry (see section 5).

If required information is not provided, some account, calling, booking, notification, support, or integration features may not be available.

4. Calls and recordings

Calls and browser voice conversations may be handled by an AI assistant and may be recorded, transcribed, and summarised. We use this information to provide the service, create call records and notifications, provide support, review service quality, troubleshoot issues, and improve the service. Access is limited to authorised account users, authorised personnel, and service providers where needed to perform these functions.

Call recordings are private and are not publicly available. They are stored as private objects and accessed through authenticated, account-scoped controls, and, depending on the account type, are permanently removed after either 30 or 90 days.

5. AI assistants

Businesses using Instant Inquiries can choose to make their published business information available to AI assistants, including through the Instant Inquiries app in ChatGPT and through agents that a business or we have connected with a key.

When a person uses an AI assistant to ask a participating business a question, we receive the question and return an answer drawn only from that business's published information. When a person asks an AI assistant to send an enquiry, we receive the details the person chose to share, such as their name, email address or telephone number, and what they need, and we pass them to that business as an enquiry. The assistant is required to confirm that the person agrees to be contacted. The business then contacts the person directly.

From ChatGPT we also receive an anonymous identifier for the person, a general location and a language preference, provided by OpenAI. We store the identifier only in a scrambled, one-way form, and use it only to apply usage limits and to let the same person check the status of their enquiry. We use the location and language only to find suitable businesses and answer in the right language. We do not receive a person's ChatGPT account details, and we receive their name, email address or telephone number only if they choose to provide them.

Questions, answers and enquiries are kept and deleted in line with section 8, and the business can see them in its dashboard. Use of ChatGPT is also governed by OpenAI's own terms and privacy policy; we do not control how OpenAI handles information within ChatGPT.

6. How we use and disclose information

We use personal information to:

• provide and administer the service;
• process calls, bookings, notifications, integrations, subscriptions, and support requests;
• pass enquiries made through AI assistants to the business the person chose;
• maintain security, prevent misuse, and troubleshoot faults;
• review and improve service quality; and
• meet legal obligations.

We disclose information only where reasonably required to the relevant business account holder and to providers supporting telecommunications, AI processing, hosting, storage, payments, email, messaging, calendars, and other integrations enabled by the account holder. We do not sell call recordings or personal information.

7. Overseas processing

Some service providers process information outside Australia, including in the United States. Where the Australian Privacy Principles apply, we take reasonable steps in relation to overseas disclosures as required by law.

8. Retention and security

Call audio is periodically removed according to the account plan's retention period, commonly 30 or 90 days. Other account and service records are retained while needed to provide the service or meet legal and operational requirements.

We use reasonable security measures to protect personal information. Recordings are stored privately and require authenticated, account-scoped access. No internet-based service can guarantee absolute security.

9. Google Calendar

When an account holder connects Google Calendar, we use access to check availability and create or manage appointments requested through the service. We do not use Google Calendar data for advertising. Access may be revoked through the dashboard or Google account settings, and OAuth tokens are protected at rest.

Our use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements.

10. Cookies and analytics

We use necessary cookies and similar technologies for authentication, security, preferences, and service operation. Where enabled, analytics or advertising technologies may collect device, usage, and interaction information to measure traffic, understand use, and evaluate campaigns. Providers may include Google, Microsoft Clarity, Meta, or TikTok.

You can control cookies through browser settings and any consent controls we provide. Blocking necessary cookies may prevent parts of the service from working. Marketing communications include an unsubscribe option; service and security communications may still be sent where necessary.

11. Access, correction, and complaints

You may request access to or correction of personal information we hold about you by contacting [email protected]. We may need to verify your identity before responding.

Privacy complaints may be sent to the same address. We will investigate and aim to respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

12. Changes to this policy

We may update this policy as our services, providers, and legal obligations change. We will publish the updated policy and revise the date above. Where a change is material, we will take reasonable steps to notify account holders.

13. Contact us

Privacy Officer
Associate (Global) Pty Ltd, trading as Instant Inquiries
Box 3186, Norwood, South Australia 5067
[email protected]