Privacy Policy

1. Introduction

Akima Automations (ABN 80 561 472 069) (“we”, “us”, or “our”) is committed to protecting the privacy of your personal information. This Privacy Policy describes how we collect, hold, use, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What We Collect

We may collect the following types of personal information:

Information you provide directly

• Contact form: Name, email address, company name, and your message
• Booking form: Name, email address, phone number, company name, service of interest, and preferred date and time

Information collected automatically

• IP address and approximate location
• Browser type and version
• Operating system
• Pages visited and time spent on our website
• Referring website or source

Information collected through our AI Voice Agent (Ahoy)

When you or your callers interact with our Ahoy AI Voice Agent, we may collect:

• Voice recordings and call transcripts
• Caller phone number and call metadata (date, time, duration)
• Post-call analysis data (call summary, sentiment, action items)
• Information provided verbally during the call (e.g., name, booking details, enquiry details)

Calls from unknown numbers

When calls are received from unknown, withheld, or unrecognised numbers, our AI Voice Agent (Ahoy) may still collect voice recordings, call transcripts, and call metadata as described above. This data is processed and retained in accordance with the retention periods set out in Section 7 of this policy.

Callers who believe they were recorded in error, or who wish to have their data from such calls deleted, may contact us at hello@akimaautomations.com.au to request data deletion.

3. How We Collect Information

We collect personal information:

• Directly from you when you submit a contact form, book a demo, or communicate with us via email or phone
• Automatically through cookies, web analytics tools, and server logs when you visit our website
• From third parties such as referral partners or publicly available sources, where you have consented to such disclosure or it is otherwise permitted by law

4. Purpose of Collection

We collect and use your personal information for the following purposes:

• To respond to your enquiries and communicate with you
• To schedule and manage bookings and demonstrations
• To provide, maintain, and improve our services
• To operate our AI Voice Agent (Ahoy), including answering calls, processing bookings, and generating call summaries
• To improve the accuracy and quality of our AI voice agent responses
• To send you information about our services that may be of interest to you (with your consent)
• To analyse website usage and improve user experience
• To comply with our legal obligations under Australian law

5. Third-Party Disclosure

We may share your personal information with third-party service providers who assist us in delivering our services. These may include:

• Artificial intelligence and machine learning platform providers
• Cloud hosting and infrastructure providers
• Customer relationship management (CRM) platform providers
• Telephony and communications providers
• Analytics and monitoring service providers

We take reasonable steps to ensure that third-party providers comply with the APPs or are subject to substantially similar privacy protections. Some of our service providers may store or process data overseas, including in the United States (e.g., AI platform and telephony providers) and the European Union (e.g., workflow automation providers). In accordance with APP 8, we take reasonable steps to ensure that overseas recipients handle your information consistently with the APPs.

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

6. Data Storage & Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification, or disclosure. Security measures include:

• Encryption of data in transit (TLS/SSL) and at rest
• Access controls limiting data access to authorised personnel
• Regular security reviews and updates
• Secure hosting with reputable cloud infrastructure providers

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

Voice recordings collected through our AI Voice Agent (Ahoy) may constitute sensitive personal information under Australian Privacy Principle 11. Such recordings are subject to additional protections, including restricted access controls and secure storage, and are retained only for the periods specified in Section 7 of this policy.

7. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Specific retention periods include:

• AI voice call recordings and transcripts: Retained for up to 12 months, then securely deleted
• Contact and booking form submissions: Retained for the duration of our business relationship and up to 24 months thereafter
• Website analytics data: Retained in anonymised/aggregated form

You may request deletion of your personal information by contacting us. We will action such requests within 30 days, subject to any legal obligations requiring us to retain certain data.

8. Data Breach Notification

In the event of an eligible data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable, in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

9. Your Rights

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

• Access your personal information (APP 12): You may request access to the personal information we hold about you. We will respond to your request within 30 days.
• Correct your personal information (APP 13): If you believe the personal information we hold about you is inaccurate, incomplete, or out of date, you may request that we correct it.
• Make a complaint: If you believe we have breached the APPs, you may lodge a complaint with us. We will investigate and respond within 30 days. If you are not satisfied with our response, you may escalate the complaint to the Office of the Australian Information Commissioner (OAIC).

To exercise any of these rights, contact us at hello@akimaautomations.com.au.

10. Cookies & Analytics

Our website may use cookies and similar tracking technologies to enhance your browsing experience and collect analytical data. Cookies are small text files stored on your device by your web browser.

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

11. Automated Decision-Making

We use artificial intelligence and computer programs to assist in providing our services. In particular, our Ahoy AI Voice Agent uses automated processes to:

• Understand and respond to caller enquiries in real time
• Determine appropriate responses and actions during calls (e.g., booking appointments, answering FAQs)
• Generate post-call summaries and analysis

These automated processes use personal information including voice input, caller phone numbers, and information provided during calls. No solely automated decisions are made that have significant legal effects on individuals. A human review process is available upon request.

This disclosure is made in accordance with the Privacy Act 1988 (Cth) as amended by the Privacy and Other Legislation Amendment Act 2024.

12. Children’s Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal information, please contact us and we will take steps to remove the information.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Material changes will be communicated via our website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

14. Contact & Complaints

If you have any questions about this Privacy Policy, wish to access or correct your personal information, or want to make a complaint, please contact us:

• Business: Akima Automations (ABN 80 561 472 069)
• Email: hello@akimaautomations.com.au
• Location: Sydney, New South Wales, Australia

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