Privacy Policy – Relatide

Relatide ("we", "us", "our") respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, and disclose your personal information when you use our AI relationship memory service ("Service").

1. Information We Collect

We may collect the following types of information when you use Relatide:

• Personal details: your name, phone number, email address, and (if applicable) company name.
• Usage data: conversation transcripts, text messages, and AI interactions.
• Voice data: voice recordings and related metadata when using voice features.

We collect this information directly from you when you create an account, interact with our AI, or use our communication tools.

2. Why We Collect Your Information

We collect and use personal information to:

• Provide and maintain our AI relationship memory service.
• Analyse and improve conversation quality through AI analysis.
• Predict churn and understand user behaviour to improve retention.
• Personalise conversations and enhance your user experience.
• Communicate with you about updates, features, or support.

3. How We Use and Disclose Information

Your information may be used internally and shared only with trusted service providers who assist us in delivering our Service:

• Claude (Anthropic): anonymised conversation data for natural language analysis.
• ElevenLabs: processing of voice recordings for text-to-speech or speech synthesis.
• Vapi: call handling and voice interface integration.

We ensure that all third-party providers comply with relevant data protection laws and handle information in accordance with this policy.

4. Data Retention

We retain personal information only as long as necessary to fulfil the purposes described above:

• Account information (name, phone, email, company): retained while your account is active and deleted 30 days after account closure.
• Conversation transcripts: stored for up to 12 months for AI improvement and memory features, unless you request earlier deletion.
• Voice recordings: retained for 90 days and then automatically deleted or anonymised.

Anonymised or aggregated data may be kept indefinitely for analytical and research purposes.

5. Access, Correction, and Deletion

You have the right to:

• Access the personal information we hold about you.
• Request correction if your details are inaccurate or outdated.
• Request deletion of your account and associated data.

To exercise these rights, please email relatideteam@gmail.com. We will respond within 30 days in accordance with the Australian Privacy Principles.

6. How We Protect Your Information

We use reasonable administrative, technical, and physical safeguards to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure.

7. Complaints

If you have concerns about how we handle your personal information, please contact us first at relatideteam@gmail.com.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Mail: GPO Box 5218, Sydney NSW 2001

8. Call Recording and Voice Data

A. What We Record

We record telephone conversations between our AI assistant and customers. These recordings include:

• Voice data from telephone calls
• Transcribed text of conversations
• Call metadata (date, time, duration)

We record these calls for quality assurance, training our AI systems, scheduling appointments, and improving our service delivery.

B. How We Obtain Consent

We obtain your explicit consent before recording any call:

• Before any call is recorded, our AI assistant will verbally inform you that the call will be recorded
• You will be given the opportunity to opt out before and during the call
• By continuing the call after being notified, you consent to recording
• This verbal consent is required for each call, regardless of any other agreements

C. Your Opt-Out Rights

You have the right to refuse or withdraw consent to call recording at any time:

• You may opt out of recording at any time during the call by stating "I don't consent to recording" or "stop recording"
• If you opt out, recording will stop immediately and any previously recorded portion of that call will be permanently deleted within 24 hours
• We will continue to assist you without recording if you choose to opt out
• Opting out of recording does not affect your ability to use our services

D. Data Retention for Call Recordings

Call recordings are retained as follows:

• Standard retention: Call recordings are retained for 6 months for quality assurance and training purposes
• Automatic deletion: After 6 months, recordings are automatically deleted from our systems
• Opt-out deletion: If you opt out during a call, that specific recording is deleted within 24 hours
• On-request deletion: You may request deletion of your call recordings at any time (see Your Data Rights below)

E. Who Has Access to Recordings

Access to call recordings is strictly controlled:

• Recordings are accessed only by authorized Relatide staff for quality assurance and training purposes
• Our AI training systems may process recordings to improve service quality
• We do not share recordings with third parties for marketing or commercial purposes
• Recordings may be disclosed if required by law or court order

F. Your Data Rights for Call Recordings

You have specific rights regarding your call recordings:

• Right to access: You may request copies of your call recordings by contacting privacy@relatide.com
• Right to deletion: You may request deletion of your recordings at any time
• Right to correction: You may request correction of any inaccurate transcripts
• Response time: We will respond to all requests within 30 days in accordance with Australian Privacy Principles

To exercise these rights, email privacy@relatide.com with your name, phone number, and approximate date of the call(s) in question.

G. How We Protect Call Recordings

We implement robust security measures to protect your call recordings:

• Recordings are stored in encrypted databases with enterprise-grade security
• All data transmission is encrypted using industry-standard protocols (TLS/SSL)
• Access to recordings is restricted and logged for audit purposes
• We use secure cloud infrastructure provided by trusted service providers (Supabase, AWS)
• Regular security audits and penetration testing are performed

H. Third-Party AI Providers

Our AI voice services use third-party providers to deliver high-quality interactions:

• Call transcripts may be processed by Azure OpenAI and Anthropic Claude for natural language understanding
• Personal information is anonymized before being sent to AI systems where possible
• Our AI providers do not use your data to train their public models
• Voice synthesis is provided by ElevenLabs under strict data protection agreements
• Call handling infrastructure is provided by Vapi with SOC 2 compliance

All third-party providers are contractually bound to comply with Australian privacy laws and international data protection standards.

I. Compliance with Australian Laws

Our call recording practices comply with all applicable Australian laws:

• Privacy Act 1988 (Cth): We comply with the Australian Privacy Principles, particularly APP 3 (collection), APP 5 (notification), APP 6 (use and disclosure), and APP 11 (security)
• Surveillance Devices Acts: We comply with state-based surveillance device legislation in all Australian states and territories
• Telecommunications Act 1997: We comply with telecommunications interception and privacy safeguards
• All-party consent: While some states require all-party consent for recording, we obtain explicit verbal consent from all participants on every call as a standard practice

Note: This section constitutes a draft policy and should be reviewed by a qualified Australian privacy lawyer before publication to ensure full legal compliance.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. Continued use of our Service after updates constitutes your acceptance of the revised policy.

Contact Us

If you have any questions about this Privacy Policy or our data handling practices, please contact us at:

📧 relatideteam@gmail.com