Privacy Policy

1. Introduction

CallCleo ("we", "our", or "us") is committed to protecting your privacy and the privacy of your participants. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI receptionist service designed for NDIS providers.

By using CallCleo, you agree to the collection and use of information in accordance with this policy. We are committed to compliance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the NDIS Code of Conduct.

2. Information We Collect

2.1 Information You Provide

• Practice and organization details (name, address, contact information)
• Account credentials and billing information
• Practice-specific configuration and procedures
• Service and practitioner information

2.2 Call Information

When Cleo handles calls on your behalf, we process:

• Call audio (processed in real-time for AI understanding)
• Call transcripts and summaries
• Participant information shared during calls
• Call metadata (duration, time, outcome)

3. How We Use Your Information

We use the information we collect to:

• Provide and maintain our AI receptionist service
• Process calls and generate summaries
• Improve our AI models and service quality
• Send you service updates and notifications
• Process payments and manage your account
• Comply with legal obligations

4. Data Storage and Retention

No Call Recordings: CallCleo does not store audio recordings of calls. Audio is processed in real-time and immediately discarded after processing.

Call Summaries: Text summaries of calls are generated and sent to you via SMS and email. These summaries are stored only in your account for your records and can be deleted at any time.

Retention: We retain account information and call summaries for as long as your account is active or as needed to provide services. You may request deletion of your data at any time.

5. Information Sharing and Disclosure

We do not sell, trade, or rent your personal information. We may share information only in the following circumstances:

• With your explicit consent
• To comply with legal obligations or court orders
• To protect our rights, privacy, safety, or property
• With service providers who assist in operating our service (under strict confidentiality agreements)

6. NDIS Compliance

CallCleo is designed to comply with NDIS requirements:

• We respect participant privacy and confidentiality
• No call recordings are stored
• All data handling complies with the NDIS Code of Conduct
• We support your compliance with NDIS Practice Standards

7. Security

We implement appropriate technical and organizational measures to protect your information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the internet is 100% secure.

8. Data Hosting & Compliance

CallCleo keeps all of your participant and practice data within Tier III data centers located in Australia to maintain sovereignty and low-latency access.

• Australian Hosted Data: we mirror production data only inside our local infrastructure with strict access controls.
• Privacy Act and HIPPA compliant: we follow the Australian Privacy Principles and HIPPA safeguards to protect sensitive healthcare information.
• NDIS Quality & Safeguards Commission aware: our workflows align with the latest Quality and Safeguards Commission guidelines so you stay audit-ready.

These safeguards complement the other privacy, retention, and disclosure rules outlined in this policy.

9. Your Rights

Under Australian privacy law, you have the right to:

• Access your personal information
• Request correction of inaccurate information
• Request deletion of your information
• Opt-out of certain communications
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date.

11. Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us: