Privacy Policy

This policy applies to:

• visitors to our website;
• people who contact us, request information or submit a demo/contact form;
• representatives, staff and users of our business customers and prospective customers;
• people who call, message or otherwise interact with a business that uses FuseCall; and
• suppliers, partners and other business contacts.

FuseCall is a business-to-business AI phone-agent platform. When a business customer uses FuseCall to handle its calls and workflows, that customer is usually the organisation with the direct relationship with the caller. That customer is responsible for its own privacy notices, call-recording notices and legal obligations. We process that customer's call data to provide FuseCall, support the service and meet our obligations to the customer.

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. It can include business contact details where those details identify a person.

Examples include a person's name, work email address, mobile number, voice recording, call transcript, call summary, support request, IP address, account activity and any personal details mentioned during a call.

We collect the personal information we reasonably need to operate, provide, support, secure and improve FuseCall.

Contact, demo and enquiry information

When you contact us or submit a form, we may collect:

• name;
• work email address;
• mobile number;
• business name;
• industry;
• business goals or use case;
• optional information about call volume, phone setup, security needs or workflow needs; and
• the content of your messages, emails or meeting notes with us.

Customer account and service information

For business customers, we may collect:

• account owner and authorised user details;
• business contact details;
• billing and invoice contact details;
• order, plan, configuration and support information;
• phone-agent scripts, prompts, business rules and knowledge-base content provided by the customer;
• integration settings and technical metadata;
• authentication, access and audit logs; and
• service usage information.

Online card payments through Stripe are planned but are not live at the date of this policy. Until that changes, we do not collect card details through a live online Stripe payment flow. If we introduce Stripe or another online payment processor, payment information may be handled by that processor under its own terms and privacy notice, and we will update this policy.

Call data processed for customers

As part of the FuseCall product, we may process business call data on behalf of customers. Depending on the customer's configuration, this may include:

• call audio and recordings;
• transcripts;
• summaries;
• call metadata such as time, duration, number, routing and status;
• caller names, phone numbers and contact details;
• booking, lead, service-request or support details;
• extracted workflow outcomes, such as next steps, tasks, tags, appointment requests or CRM updates;
• AI-generated classifications, notes and suggested actions; and
• quality, troubleshooting and service-performance information.

Call data may include personal information about callers, customer staff or other people mentioned during a call. It may also include sensitive information if a caller, staff member or connected system includes it in the call or workflow. Customers should only route sensitive information through FuseCall where they have a lawful basis to do so and where the processing is necessary for the agreed service.

Technical, website and usage information

When you use our website or service, we may collect:

• IP address;
• device, browser and operating-system information;
• pages viewed, referring pages and approximate location derived from technical data;
• cookies and similar identifiers;
• product usage events;
• error reports, diagnostics and security logs; and
• performance and reliability information.

We collect personal information:

• directly from you when you submit a form, email us, meet with us, use the website or use the service;
• from our business customers when they configure FuseCall or connect their systems;
• from callers and call participants when a call is handled, recorded, transcribed, summarised or processed through FuseCall;
• automatically through our website, product, logs, cookies and analytics tools;
• from third-party services that customers choose to connect to FuseCall; and
• from service providers that help us operate FuseCall.

We use personal information for the following purposes:

• to respond to enquiries and demo requests;
• to assess whether FuseCall is suitable for a business;
• to provide, configure, operate and support FuseCall;
• to process calls, recordings, transcripts, summaries and workflow outcomes for customers;
• to authenticate users and manage accounts;
• to provide onboarding, implementation, support and troubleshooting;
• to monitor service performance, reliability and usage;
• to detect, investigate and prevent fraud, misuse, security incidents and unlawful activity;
• to improve our website, product, customer experience and internal operations;
• to send service communications, product updates and administrative messages;
• to send marketing communications where permitted, with an option to unsubscribe;
• to maintain business records and meet accounting, tax, legal and compliance requirements;
• to enforce our terms, protect our rights and resolve disputes; and
• for any other purpose notified to you or authorised by law.

We do not sell customer call data. Unless a customer specifically agrees otherwise in writing, FuseCall must not use that customer's call recordings or transcripts to train public or third-party foundation models. We may use aggregated, de-identified or operational data to understand usage, improve performance, maintain reliability and develop FuseCall, provided it does not reasonably identify an individual or customer.

We do not ask website visitors or prospective customers to provide sensitive information unless it is necessary for a specific request.

Call data may contain sensitive information if a caller or customer includes it. Sensitive information can include health information, financial hardship information, biometric information, racial or ethnic origin, political opinions, religious beliefs, union membership, sexual orientation or criminal record information.

Customers are responsible for deciding what calls, workflows and information they route through FuseCall. Customers must provide required notices, obtain required consents and avoid sending sensitive information to FuseCall unless it is lawful, necessary and covered by the customer's agreement with us.

We may disclose personal information to:

• our business customers, where the information relates to their account, calls, workflows or callers;
• authorised users and administrators of a customer's FuseCall account;
• service providers and subprocessors that help us operate FuseCall, including cloud hosting, storage, telephony, voice, transcription, AI/LLM, email, CRM, analytics, security, support and workflow providers;
• third-party systems that a customer chooses to connect to FuseCall, such as CRMs, booking systems, helpdesks, calendars or messaging tools;
• professional advisers, including lawyers, accountants, insurers and auditors;
• regulators, law enforcement, courts, tribunals or government agencies where required or authorised by law;
• counterparties and advisers in connection with a proposed or actual merger, acquisition, financing, restructure or sale of business assets; and
• any other person with your consent or as notified at the time of collection.

We require service providers to handle personal information only for agreed purposes and with appropriate confidentiality, privacy and security obligations.

FuseCall uses AI voice, speech, transcription, language-model and workflow providers to deliver parts of the service. These providers may process audio, transcripts, prompts, summaries, metadata, instructions and outputs so that FuseCall can answer calls, understand requests, generate responses, summarise outcomes and trigger workflows.

The providers used may vary depending on the customer's plan, deployment scope, feature set, region, integration requirements and security requirements. Where a customer requires a specific subprocessor list, data-processing addendum, data-residency arrangement or sovereign deployment, those details should be agreed in the customer's order or data-processing terms.

FuseCall is operated from Australia. Some of our service providers and subprocessors, including AI voice and LLM providers, may be located outside Australia or may allow support, processing or access from outside Australia.

The countries involved may vary depending on the provider, feature, customer configuration and deployment scope. Where it is practicable, we will identify relevant overseas processing locations in customer-specific documentation, such as an order form, security schedule, subprocessor list or data-processing addendum.

Where we disclose personal information to an overseas recipient, we take reasonable steps designed to require that recipient to handle the information consistently with Australian privacy requirements, unless an exception applies. These steps may include contractual privacy and security obligations, access controls, provider due diligence, data-use restrictions and customer-specific deployment terms.

Australian data residency and sovereign deployment options are available by scope. Customers who require Australian-only storage or processing should raise this before activation. Some features, integrations or AI providers may not be available under every residency or sovereign deployment option.

We may use cookies, pixels, analytics tools and similar technologies to operate the website, remember preferences, understand website performance, measure campaigns and improve user experience.

You can usually control cookies through your browser settings. Blocking cookies may affect some website or product functionality.

We may use business contact details to send updates about FuseCall, product news, events or relevant content. You can unsubscribe from marketing emails using the unsubscribe link in the message or by contacting us at hello@fusecall.com.au.

We will still send service, security, billing and administrative communications where needed.

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure.

Our safeguards may include, depending on the service and deployment:

• encryption in transit for website, dashboard and API traffic where supported;
• encryption at rest for stored data where supported by the relevant storage provider and deployment;
• access controls and role-based permissions;
• restricted staff access on a need-to-know basis;
• authentication controls;
• logging and monitoring;
• backup and recovery processes;
• vendor and subprocessor review;
• confidentiality obligations; and
• incident-response procedures.

No method of transmission or storage is completely secure. Customers are also responsible for securing their own accounts, users, devices, networks, phone systems, integrations and access credentials.

We keep personal information only for as long as reasonably needed for the purposes described in this policy, unless a longer period is required or permitted by law, contract, dispute-management needs, security needs or legitimate business record-keeping.

For customer call data, retention can be configured by scope, plan or agreement. Customers may request or configure shorter retention periods where supported. Some logs, backups and audit records may remain for a limited period after deletion from active systems.

When personal information is no longer needed, we will take reasonable steps to delete it, destroy it or de-identify it, unless we are required or permitted to retain it.

You may request access to personal information we hold about you. You may also ask us to correct personal information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

Please contact us at hello@fusecall.com.au and include enough information for us to identify you and locate the relevant information. We may need to verify your identity before responding.

If your request relates to call data processed for a FuseCall customer, we may need to refer the request to that customer or work with that customer, because the customer may control the call context, legal basis and retention settings.

We will respond within a reasonable period and as required by law. In some circumstances, we may refuse access or correction where permitted by law. If we refuse, we will explain why where it is reasonable and lawful to do so.

If you have a privacy concern or complaint, please email hello@fusecall.com.au with the subject line "Privacy complaint".

Please include:

• your name and contact details;
• a description of your concern;
• any relevant dates, account details or call details; and
• what outcome you are seeking.

We will investigate your complaint and aim to respond within 30 days. If we need more time, we will let you know.

If you are not satisfied with our response, or if we do not respond within a reasonable period, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted through oaic.gov.au, by email at oaicintake@oaic.gov.au, or by phone on 1300 363 992.

FuseCall is designed for use by businesses and is not directed to children. However, customer call data may include information about children if it is included in calls or customer workflows. Customers are responsible for ensuring they have a lawful basis to route that information through FuseCall.

We may update this Privacy Policy from time to time. The updated version will be published on fusecall.ai with a new "Last updated" date.

If we make material changes that affect how we handle customer call data, we will take reasonable steps to notify affected customers.

FuseCall is operated by FuseLabs from the Gold Coast, Queensland, Australia.

Email: hello@fusecall.com.au

Website: fusecall.ai