Privacy Policy

1 Who We Are

Mnesis is a trading name of Secure A Com Pty Ltd, an Australian company providing AI-powered voice receptionist and business automation services. We are based in Sydney, New South Wales.

This Privacy Policy explains how we handle personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

When we say "we", "us", or "Mnesis" in this policy, we mean Secure A Com Pty Ltd trading as Mnesis.

2 Information We Collect

Information you provide directly

• Contact form submissions — name, email address, phone number, business name, and any message you include
• Phone calls — your phone number and the content of your conversation with our AI receptionist
• Booking details — name, phone number, preferred appointment times, and service requirements submitted through our booking system
• Client onboarding — business information, service details, and operational requirements provided when setting up your AI receptionist

Information collected automatically

• Call metadata — call duration, time and date, phone number, call outcome
• Call recordings and transcripts — audio recordings and AI-generated transcripts of calls handled by our voice agents
• Website usage data — pages visited, browser type, device information, and IP address collected through standard website analytics

3 How We Use Your Information

We use the information we collect to:

• Answer and manage incoming phone calls through our AI voice receptionist
• Send SMS messages containing booking links and appointment confirmations
• Capture and forward leads to our clients' businesses
• Deliver call transcripts and reporting to our clients
• Respond to your enquiries submitted through our website
• Set up and manage AI receptionist services for our clients
• Improve the quality and accuracy of our AI voice agents
• Generate aggregated, de-identified reports on call patterns and service performance

We do not sell, rent, or trade your personal information to any third party for marketing purposes.

4 Call Recording and AI Voice Services

Our AI voice receptionist answers calls on behalf of our clients' businesses. All calls are handled by artificial intelligence — not a human operator.

Call recording disclosure: At the start of every call, our AI agent states that the call may be recorded for quality and training purposes. By continuing the call after this disclosure, you consent to the recording.

Call recordings and transcripts are used to:

• Accurately capture lead information (name, phone number, service required)
• Provide call transcripts to the business you contacted
• Monitor and improve the quality of our AI voice agents
• Resolve any disputes about the content of a call

Our AI voice agents use voice synthesis technology to conduct natural conversations. The voice you hear is AI-generated and does not represent a real person.

5 Third-Party Service Providers

We use trusted third-party services to deliver our products. These providers process data on our behalf and under our instruction. They include:

• Twilio — telephony, phone number management, and SMS delivery
• VAPI — AI voice agent orchestration and call handling
• ElevenLabs — AI voice synthesis for natural-sounding conversations
• Cal.com — appointment scheduling and booking management
• Supabase — secure database storage for client data and call logs
• Fluent Forms — website contact form processing
• Fluent CRM — email communication management

Each provider maintains their own privacy policy and data handling practices. We select providers that maintain appropriate security standards and, where possible, offer data processing within Australia or under comparable privacy frameworks.

Some of these providers may process data in the United States or other jurisdictions. Where data is transferred outside Australia, we take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles.

6 Data Storage and Security

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

• Encrypted data transmission (HTTPS/TLS) across all services
• Access controls limiting who can view client data and call recordings
• Secure authentication for all administrative systems
• Regular review of third-party provider security practices

No method of electronic storage or transmission is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

7 SMS Communications

When you call a business that uses our AI receptionist, we may send you an SMS containing a booking link or appointment confirmation. These messages are transactional — directly related to the enquiry you initiated — and are not marketing messages.

We do not send unsolicited marketing SMS. Your phone number is used solely to deliver the booking link and relevant follow-up for the enquiry you made.

8 Cookies and Website Analytics

Our website uses cookies and similar technologies to improve your browsing experience and understand how visitors use our site. This may include:

• Essential cookies — required for the website to function correctly (e.g., form submissions)
• Analytics cookies — help us understand traffic patterns and improve our website

You can control cookie preferences through your browser settings. Disabling cookies may affect some website functionality.

9 Your Rights

Under the Australian Privacy Act, you have the right to:

• Access — request a copy of the personal information we hold about you
• Correction — ask us to correct any inaccurate or outdated information
• Complaint — lodge a complaint if you believe we have breached the Australian Privacy Principles

To exercise any of these rights, contact us using the details in Section 13 below. We will respond to your request within 30 days.

If you are unsatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

10 Data Retention

We retain personal information only for as long as it is needed to fulfil the purposes outlined in this policy, or as required by law. Specifically:

• Call recordings and transcripts — retained for the duration of the client's service agreement, then deleted within 90 days of termination unless required for legal or dispute resolution purposes
• Lead and booking data — retained for the duration of the client relationship and deleted within 90 days of service termination
• Contact form submissions — retained for up to 12 months after your last interaction with us
• Client account data — retained for 7 years after the end of the client relationship to meet Australian tax and business record-keeping obligations

When personal information is no longer required, we securely delete or de-identify it.

11 Children's Privacy

Our services are designed for businesses and are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will promptly delete it.

12 Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page.

We encourage you to review this page periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13 Contact Us

If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or want to make a complaint, contact us at:

Mnesis (Secure A Com Pty Ltd)
Phone: +61 2 5500 9500
Email: privacy@mnesis.com
Website: mnesis.com/contact

We aim to respond to all privacy-related enquiries within 30 days.